USAA Customer Service

USAA is the ABSOLUTE WORST! What is the point of having insurance when you can't file a claim because THEY decide what it's filed under! I have FENCE insurance for a reason but they tried to put it under a different category so I would have to pay an $11k deductible first. What a joke of a company!! They don't care about military or families... they ONLY care about their bottom dollar! I'm ACTIVELY SEEKING another company to change to. I'm DONE with USAA!!!

I always thought that USAA was a good insurance company since they help members of the Mail military Sylvia at 210-531-8722 extension 50825 completely changed my mind I have never worked with somebody as rude, condescending and less helpful than Sylvia I don't know why she still has a job but more people need to let USAA know that she is terrible. I told her manager her manager said that they would talk to her and she called me and said she did everything she could in a timely manner and was very helpful to me and didn't understand why I said made a complaint. I would advise anybody that if they call USAA and need help and get Sylvia to ask for somebody else to help them she doesn't return phone calls and then she yells at the customer over the phone and says what did you want me to do when you ask her why she never called you back I talked to her manager who said that they would talk to her but she still works there and she hasn't changed and she actually called me back and cussed me out for calling her manager. I have already switched insurance companies because of her and advise anybody that like I said, if you get her to help you with an insurance claim ask for someone else!

After 25 years at USAA I am changing to other banking, insurance, and mortgage providers and no longer trust or recommend USAA services to other military personnel. Wish I had listened to other military members over the last few years about the downward spiral of USAA. ***DO NOT USE USAA***

First banking, USAA debit and credit cards "potential fraud department" essentially makes it impossible to confidently use their cards. Basically, you must carry another card from a different organization ready for use because you never know when it is going to work. This results in them turning off all other transaction until you resolve their automated calls/texts. The burden is on the user. This causes problems with later automatic payments i.e. cell phone provider, streaming service, online purchase too. Enjoying going back to everyone (except USAA) to resolve your declined payments. After many hours on the USAA phone/chat conversation I decided to cancel my credit card (not able to confidently use it anyway). The USAA provides told me they would not cancel my credit card until I update all my information i.e. my rank. I am not sure what my military rank has to do with me canceling a credit card. I repeatedly asked for any management or leadership to call you back without results. After multiple conversations with different USAA associates, I was finally able to cancel my credit card. Also, when I spoke to Carlos at the "Members resolution team" I was told he was the highest person I could talk too, and that management would not call me back. Horrible service and do not trust them with your money or credit.

Second insurance, if you must file an auto claim for incident that was the other person's fault USAA does not help. Effectively you must talk to and work with other person insurance organization who goal is to save their organization money / interests. I decided to change due to the service and was surprised to find out it costs much less for the same coverage. Many insurance providers have much better rates and service.

Finally, home loans, I used USAA for my second house purchase. This was a huge mistake, and I did not use them for my third house purchase. I repeatedly documented USAA mortgage department received all documentation they needed to close on my house. USAA informed me on the last couple of days that they needed additional information, and I would not be able to close on my house. This would have resulted in me losing my earnest money. After many hours on the phone, I provided proof of USAA error and was able to close on the house. This can be very painful while moving your household goods and selling your previous house. I almost had to put everything in storage and live in hotel while I started the process all over. I do not recommend USAA unless you like additional time and stress spent dealing with their mistakes.

Recommend military personnel NOT use USAA for any services. USAA was previously competitive and provided great service, which is no longer the case. Now, I am changing to other providers.

Customer service is horrible. If I tell you I got messages saying I have charges and you work in the fraudulent department.
I'm repeatedly stating I didn't make the charges,
I know because I receive notifications.

I spent half my time trying to be understood while the lady is giving me attitude because I don't understand what she is saying and I keep repeating myself because she doesn't get what I'm saying.

Long topic short, my card was probably duplicated and I have to pay a shipping fee for a new card that will get here in a week.

In May of 2023 a cyber criminal used my USAA credit card to purchase 3 gift cards from 3 retailers on the same day. The total was about $700. USAA flagged and removed 2 of the charges but not the 3rd. I called to repost the fraud when I learned of the charges and USAA removed the $300 charge. They later re-added that charge and fowarded a letter that I was responsible for the charge because the criminals had my name, address and phone number. I called back several times and each time I was told to call back after beingon hold for long periods of time. I called back on 11/16/2023 for a status and was told by a customer service person and her supervisor, Sarah, that the charge was my responsibiity because the gift card was send to my email. I explained to her that it was not and I had proof from the retailer that it was send to another strange email. Sarah told me that if I asked for another review the answer would be the same. I also asked to speak with someone else who could help me with this issue and she informed that she was the highest decision maker for this issue. I informed Sarah that I was disappointed with USAA and would close all of my accounts with USAA. She offered to close them for me immediately. Since I have property casualy insurance, a checking account with mulitple scheduled ACH payments and a credit card with a balance it will take a few weeks to transfer my business to a competitor.

They totaled my vehicle after a tow truck driver damaged the driver side door! 10 months later, I have not received my deductible because they did not subrogate nor did they represent me! I filed numerous complaints and was told it's under investigation. There is no need for an investigation, nobody was injured! Their claims manager, Amanda pretends to listen and hides behind the towing company. She claims they need to speak with me. I have not been contacted!That is your job, "subrogation"!

???? Eighteen years as a member. Zero incidents. They have raised our rates by $480. When we were hit by another driver, that took full liability, they left us stranded from 9:00 PM until after 12:00 AM. We only got home after that because we paid for our own ride. Our vehicle was left at the scene of the accident for over 18 hours before they showed up. USAA is not only not a benefit for service members (myself) and their families, it is worse than other insurance agencies.

Follow-up to original post (above): USAA tried ONE time to contact me. ONCE today 9/26. CHERYL ext: 43940.
I called back and listen to ten rings and got an answering machine. I left a message in regards to the missed call. She never called back. Then USAA claimed they have been trying to contact me from 9/16-9/25 with no contact. I saw this shift of blame and tried to call CHERYL ext: 43940, again, twice. I got sent straight to the answering machine after one ring, both times. I left another message. If you have a choice, avoid this company.

I had a question about billing. I waited in queue about ten minutes. I spent about 20 minutes in Chat with a USAA rep. I asked to be transferred to her supervisor when she finally told me she could not help me. She refused, and said her supervisor also could not help me. She recommended that I hang up , replace my call, and talk to another rep!!!

Horrible service from the Banking Division. I am on my 4th call and have been on hold for over 45 min to settle a very easy error

We had a minor accident with one of our cars. It was supposed to be towed to a collision center to do the routine assessment of could it be fixed or is it a loss. USAA hired a tow company to get it to collision, the car never showed up. USAA had no idea until a WEEK later I started calling and figuring out where our car was. USAA had no idea the car was missing. For the next two months we have had to take off work, fly to where our son is, post up in a hotel and figure out what is going on. Our car had been stolen. We found it, continued to do USAA's job and tell them, and when we found it the car was parted out, more damaged, toll tags and license plates stolen. USAA had paid the ransom for our car almost 7K to whom we don't know. Then USAA had the nerve to keep calling us and wonder why we haven't moved forward with our claim. Nobody would call us, our portal wouldn't be updated, we were flying blind. Finally they said it's a loss (no kidding) and then the company they use to close out claims, they walked me thru sending our title. Whaddya know, that was mis instruction as well, so they had our car, our title and I had to spend another week running around panicking about that and getting more notarized paper work. I know there are a lot of holes in this, but trying to hit the highlights. We pay them to protect us and our property. It cost us more money, out everything, having to deal with identity theft now and we are just besides ourselves. Had to file a police report. Zero care, zero customer service, zero follow up. They literally lost our car and we are stuck continuing to pay them and are out everything. It goes beyond bad customer service, it's a crime.

USAA have to be the worst insurance company ever. Not only are their representatives rude, they are ill-informed and clearly don't work together on claims or share pertinent information. Useless.

I went through the process of calling USAA and finally was able to speak with an agent. The USAA agent knew my phone number. The phone call was somehow disconnected. The agent did not call me back. This is a no no!

I PAY for roadside assistance through USSA. When you call in for help and are stranded on the side of the road where it is very noisy your are sent to an automated system that cannot hear well. This leaves the driver increasingly stranded, scared and unable to obtain what the PAID for.
When after several repeated calls you FINALLY get a live person on the phone they know LESS THAN NOTHING, ARE SLOW AND RUDE.
If I pay for a service I EXCEPT TO GET WHAT I PAY FOR.
Shame on USAA the roadside system currently in place is a scam!!!

Since 2020 USAA insurance personnel has become the most unprofessional and incompetent I've dealt with since becoming a memeber. My Auto, Property, investment accountsto include my spouses and 3 children will move to another provideer. No wonder they only are for the military family. NO civilian would ever put up with thier ignorance.

I have been a USAA member for 10 years. For a company that prides themselves on how well they take care of veterans, they couldn't be any further from this statement. I just got hit by a drunk driver, went to get my insurance pulled up just to discover I was locked out of my account. Apparently not logging in every month will do that to you. After a couple hours on the phone, I was logged back in. ONLY to discover that they CANCELLED my insurance. No request of mine, never received a letter even though they claimed to have sent one, never even got a phone call or voicemail!!! So now, a loyal customer for a decade, a disabled veteran, is completely screwed after getting hit by a drunk driver. Claim there is nobody in the company I could possibly talk to and sort this out and find a resolution. Then proceed to tell me that they cannot give me another policy either. Yet they take such good care of veterans. MY ASS

I left the Army on February 16th after given two weeks notice of my discharge. As soon as I knew that I indicated that by filling out USAA's transitioning service members resources. On March 1st I received no more income and since there wasn't any time to apply and be approved for normal VA and financial resources that Veterans receive I applied to several other financial assistance programs since and the only resources we (my family and I) have received was emergency food stamps as I was denied or received no reply for rent or utilities assistance, so my last option was to withdraw my retirement savings to prevent being sent a nonpayment of rent this month as well as paying for utilities and debts I owe. However, when I received this money and tried to deposit it, it was immediately put on hold and only less than 10% of the balance was deposited, which I assumed had a $10,000 deposit limit. Because of these holds, which when I called today to see if they could remove it, they said they couldn't and wouldn't do anything until the hold was removed which is March 16, which by then I will be sent nonpayment of rent this month and allow the landlord the option to begin eviction. I will also have more late fees for returned payments. I chose USAA specifically because I thought they would understand and be sympathetic to my situation since USAA only serves service-members and their families but now it feels like our only relationship between us is for debt collection. These holds also prevent me from preparing to move out of our house this month to attend trade school. I can't afford to wait until the 16th to use my money and because of this I can no longer recommend USAA as The Service-members Bank as my treatment from my transition to civilian life has been a nightmare due to them. I will probably have to go into more debt just to not have my family and I be homeless.

USAA is supposed to be for military and great rates. Total LIE. Most expensive insurance rates. Credit card interest rates are ridiculously high. There is no break for the Vwterans. Complete scam.

Raised rates recently yet won't cover anything. I have filed three homeowners claims in the past and they always have an excuse to deny it. Asked to speak to supervisor, took days for them to call me back and only after I wrote an email to the CEO. They no longer care about their customers. Will be switching insurance companies.

My husband is USAF active duty . He has been in for 28 years. We just recently learned of the SCRA benefit being available to dependents . So I applied to accounts with my name only on them to receive the lowered interest rates and benefits during his time on active duty. We live in Georgia. Out of 6 accounts- 5 of them approved and gave me the lowered interest rates/benefits. The one that didn't? USAA- the MILITARY bank... the others offered the benefit and gave me notification within a timely manner. USAA never responded to my request. I had to call to ask about it and they told me I wasn't eligible because I live in Georgia. So all the other financial institutions will honor the military spouse EXCEPT the military bank. Does not speak well of USAA's commitment to military families.

USAA has gone down hill and can't find the bottom. Took me about 3 years or so to come to this realization. They no more care that you are an American Veterans than some company in Russia.

I can't access my account because the phone number I had is an old number and I can't get a text message from
The institution this is ridiculous this bank is terrible

After 49 years with usaa I was denied the ability to add items to my valuable personal property policy, the reason your guess is as good as mine, none. This has been going on for months the back and forth yes we'll add the items, sorry we won't no explanation no one to talk to that will render an explanation. I guess you'd better know someone on the inside or have a key to that ivory tower where the decisions are made because you'll never get an answer. They figure if they hold on long enough you'll just disappear, I'm not going anywhere. After 49 years 3 policies, a military deceased husband they feel they can kick you to the curb cause they got money to fight and I'm a poor 2 job working slob. Be careful who you pick for your insurance.

Quoth the raven, "Nevermore."

My USAA account was recently flagged. I was notified by USAA that I needed to re-verify my identity. After sending and resending the needed documentation I soon found myself in a classic Catch 22 dilemma.

It seems that to move forward, backward or have one's account deleted and removed from their files, a person must travel from point A to point B. But in their dystopian world, one cannot get there without first traveling to point C. Unfortunately, no one is granted access to point C without first going from point A to B.

After weeks of frustration, hours upon hours of phone calls, regurgitated scripts ad infinitum, , hang-ups, transfers and phantom callbacks, I've come to the inevitable conclusion that customer service is a bit of a misnomer at USAA. More to the point, USAA and customer service is closer to an oxymoron.

In my opinion their customer representatives, at their best, bring dronish incompetency to new levels of absurdity-imagine the offspring of The Stepford Wives and the Three Stooges. At their worst, they bring to mind the Children of the Corn.

I'm told that USAA used to be a calm and clear haven for Military Personnel and their dependents, offering fair and equitable services.

At present the waters appear to have become murky and troubled.

My personal experience is that they tend to treat their customers as nothing more than fodder for their money making machine. It's been my observation that such companies usually end up indicted and/or paying a fine for some kind of malfeasance.

Oops! In 2020 USAA was fined by FinCEN and ordered to 140 million dollars for failing to follow money laundering laws.

Take heed my fellow veterans and non veterans, alike, my account, nay, my very name now writhes in agony somewhere within the nine circles of USAA hell, irretrievably molested by their craven, cadaverous hands.

You cannot save me, so I implore you, save yourselves. Find your true haven elsewhere and don't end up like me. Reduced to little else but a cautionary tale.

Horrendous, first they send an acceptance of claim with a link to click to collect payment. Link doesn't work - takes three days for them to respond and "it was a teachable moment as it was sent in error" Next although their insured admits he delivers pizza at night and "hits things" it looked more like he "hit a rock" than my car. Insured denied hitting me. They will not send an adjuster out - they just go pictures that the insured sends in. Arrogant, liars, wouldn't deal with this company on a bet.

As a customer for 11 years I have experienced the USAA customer call-in service to be going down hill. I constantly have to routed to the ROBO-system they have and I cannot just talk to a human being. It's hard to do when all of their ROBO-selections really have nothing to do for why I'm calling. And they always want you to use their phone app which I find hard to navigate compared to the computer website, which has also been changing for the worse. When I do get someone on the phone it helps me much better. They are going to start losing customers i they don't change their way of phone service.

Jacqueline was a blessing today. She look care of everything I needed.

I wasn't able to review the wonderful customer service member that I got help from on the survey after the call because I had some technical difficulties. She was all around sweet and wonderful. Completely helped me fix my problem and she was so genuine. I wish the best for her and her family!

Today my father died. I am a mess, still trying to process this. In the interim, Apple Phone double billed me for a phone I bought yesterday, and that loss took a significant chunk out of what I planned for on going home. I finally called USAA, and got a representative named Audrey. She called Apple, and listened to one of the most confusing, bureaucratic, obtuse answers I had ever heard in my life, ending in, basically, can't help you, then being hung up on. Audrey called them back, got a reasonable person, and was able to get me my money. Of course that act of kindness brought me to tear again. I usually get good service from USAA, but Audrey was above and beyond, compassionate, understanding, and determined to help. I will always remember this act of kindness.

Since most reviews written are those of unsatisfied customers, I will add my positive experience because they saved my hide this time.

I'm overseas living in Thailand and had the unfortunate event of an ATM eating my debit card. Little did I know, my USAA AMEX credit card was no longer active due to a new one being sent to my US address (I had been contracting in the middle east at the time and never use the thing).

They Fed Ex expressed (free of charge) both a new debit and credit card to my Thai address, and I received them within 4 days. Not only that, but they worked some magic with my old credit card (changed the expiration date in the system) so I could at least pull a cash advance from the ATM until my new cards arrived.

Now I can book travel for my visa run and life returns to normal.

It isn't all doom and gloom folks. I can say for a fact the credit card services and debit card services are top notch. Reachable 24/7 and extremely helpful in an emergency.

Auto Insurance - Try to get a competitive quote. Almost all agents will say right of they can't match USAA.
Customer Service - I call customer service because they are so good I don't bother with web site.

Derricka Johnson, MPA treated me with the most professional attitude every. Because of her desire to assist, I was able to switch over to USAA auto/home insurance and gain a grand total of $1500 annually. This has proven to be a GREAT choice. I just wish they would have relocated to the Jacksonville, NC allot sooner. USAA ROCKS !!!
r/s
Semper Fi

It's been about 3 months now since I had a fraudulent charge take place on my old Mastercard. That $500 charge is still sitting on that old card along with my new Visa card. I've called 7 times without it being resolved. This is beyond frustrating. It's just sad at this point that they can't correct this and I've had to be the proactive one all of this time without zero follow up. About to change cards after a long run with USAA.

I just finished talking on the phone that with a usaa employee about a loan. She was the sweetest thing. I got denied for not having another person on my loan so she recommended many other options, one in which I'm going to try now. Her name is Darlean in case anyone wants to request her instead of having someone with a bad attitude, sorry if I spelled the name incorrectly.

Overall a really good experience last weekend of July 2015 -- will go again. Yes there are a few things they could iron out -- do not get a 5th floor balcony for the view because there really is a sliver of view of the river.

I had the BEST experience with USAA customer service. The representatives are so polite (even wished me happy birthday!). I hung up the phone in such a good mood. Thanks USAA!

USAA customer service continues to be outstanding for me. I have been a member for 40 years and have had service needs for everything except life insurance. 100% satisfied.

I love usaa. They are the one entity that aides my family when they need ir
it. Im not always the most pleasant person, but they do not become hostile with me. They are nice and speak easily. I wouldnt switch from usaa ever. Ive not always been pleasant with them, but they remain so great with customer service. Thank you usaa for understanding.

I had a great experience yesterday with a lady named Elyse. She was very nice, helpful, and she set up my account quickly. I hope she will be recognized for her superb customer service.

I love, love, love USAA! The best company ever! Yes, sometimes there are mix ups. I was suppose to get my debit card within 2-3 business days and when it didn't come I called and USAA was quick to admit that they had made a mistake and had sent it out regular mail instead. Even though they made what seemed like a horrible mistake at the time they were quick to fix the problem and were professional and courtesy throughout the whole process. When people comment bad about USAA they don't ever mention the great things they do for them or how sometimes they go out of their way to try and help you out. I know from personal experience that you are going to get a bad member service rep every once in a while. But seriously come on! Everybody has and off day or a bad day every once in a while. When I compare other companies to USAA those other companies cannot even compare! USAA will always be the best in my book, despite the few mistakes that happen here and there. Sincerely, a member of USAA.

I have benn with USAA for 19 years and have had both a car and house claim. Both claims were taken care of very fast and professionally. After reading comments here there has to be more to the story...these people are not being fully honest.

USAA is just too advanced for this old duffer of 73+ years, so I have to request repeatedly that USAA recognize this fact and do business with this loyal subscriber by telephone.

USAA Customer Service is the Best! Very respectful, knowledgeable and courteous.

I have been a long time member and I use them for tons of stuff (all things banking and insurance). Maybe my expectations are too low but I'm always delighted at the competence level of the people typically fielding my questions. I can tell the people usually fielding my requests have been in the company long enough to learn a few things.

Everyone I have talked to was based in Texas as far as I know.

USAA has been extremely good for all the years I've been with them. I will never change banks.

I love USAA. We have several accounts with USAA--checking, savings, investments, and insurance. We have had auto loans in the past with them. We are currently in process to get a mortgage with Wells Fargo, which is a huge mistake. Our experience with Wells Fargo is so horrible, it reminded me that I have begun to take USAA for granted.

I have been a USAA Member for about 20 years. They do have the best customer service in the insurance industry and one of the best overall. If you are able to get USAA insurance, DO IT. In many cases your insurance rates will go down

I received a letter about 1.5 months ago from USAA stating a home inspection was needed. I PCS'd 2.5 yrs ago after being reactivated to the military and have leased out my home. Last year I received the same letter from USAA and when I said it would be too intrusive to a new set tenants that were just in the process of moving in, they said a drive by would be sufficient. Then we get this letter again, this time an inspector, contracted by USAA, calls a month and a half later and tells us the inspection would take 2-3 hours! I was taken aback by the length and unknown reason for this inspection. He said the time was due to the level of detailed information USAA was requesting, i.e. interior picture documentation, interior measurements and determination of structure construction, etc. Sounded to me like all the things that were available on the original home appraisal and tax records, and building costs estimates are readily available to track changes from the original insurance estimate. So I asked the inspector to also be provided a copy of what he sends to USAA – he replied, sorry I work for USAA, you’ll have to contact them about that. This sounds very intrusive to ask of my tenant, especially since I do not know what the purpose of the inspection is. I have been a customer of USAA for more than 30 years, during this time the company had earned my trust and loyalty, so I tried to be cooperative. I also come from a long Military family background where our combined experience with the company is over 150yrs. So trying to be cooperative, yet suspicious, I ask the inspector to put this in a email to me with some proposed dates and I would send his email along with a scanned copy of USAA’s letter and a cover requesting support from my tenant so this inspection could be coordinated and accomplished. Our discussion took place around 5pm and he sent me an email shortly afterward that evening, but stated now his calendar had booked up that he only had one day and one time available. We put him in touch with our tenant directly who asked for the inspection to be rescheduled to 1st week of August instead of 3rd weekend of July as they are traveling out of town during that time. Inspector said sorry no can do, we must get in contact USAA. My tenant owns a large business and has multiple insurance policies and called this out to me, stating he has never ran across this before. Makes you think the insurance company is casing out the house.
I called USAA, said I am not doing anything differently and this inspection comes out of the blue for an unknown reason, then I commented on the amount of length of time this would take and inspector’s inflexibility, and requested this be rescheduled. Still I ask them why? I understand when you purchase a home, an insurance inspection makes sense to appropriately document for coverage purchases and to get an idea of replacement costs etc, even a drive by occasionally to check the condition, but really 4 years after purchase? They would know if anything was wrong a claim would exist. I told them that I do a thorough walk through inspection with me tenants, including pictures and written checklists that we both sign during beginning and end of leases. Current tenants have only been in the home ~3 months and I would be happy to share this formally documented information. I have owned ~5 homes; last one for 10 years and have never had this issue. Something has changed at USAA. I am highly suspicious of a hidden agenda, rate increase, dropping insurance, finding something they could exclude in the future, let your imagination take you there. The USAA agent hesitates, thinking of what to say, then tells me that our home values have increased, and this inspection is to adequately check the value of our home. This is counter intuitive in today’s economic , employment and housing environment. I have had 2 appraisals on my home and track current values; in fact my current resident is a builder, leasing our home while building his own custom home 2 doors down in my neighborhood. I live in an exclusive manned gated community. I can answer the question directly; I am satisfied with my current level of coverage and believe I am adequately insured for the replacement value of my home. (I have an inside track to what is being built in the neighborhood.) I feel USAAs is using bully tactics that show a mistrust of current long term customers and I hate to say it but this is making me think of going elsewhere for my auto and home insurance needs and encouraging the same from brothers, sisters father and children. This tactic will inhertinetly backfire, and cost USAA far more in Company Brand equity and customer loyalty (effecting the bottom line) more than they realize. The competitors aKa Geiko and others have ramped up marketing campaigns and sponsorships, targeting USAA customers at practically every major military event and is nipping at their heels. Once customer and the brand loyalty is lost, kiss it goodbye. The piss off factor is large, especially if as I suspect, the true hidden agenda is only one sided, raise my rates to increase company revenues with no value added proposition. My question, what do I get out of this for the a**pain? I am finding it difficult to make excuses to my current tenants for the behavior of my insurance company. Waiting to see what they come back with for rescheduling and the why again?

I feel very bad for all the people who have had a bad experience with USAA. I have bene with them for 7 years and have always been impressed with there insurance and banking side. I was shocked to hear about all the people with such shockly negative comments. I think its a great company to do business with. I have them for my primary bank and insurance company.

We have used USAA for decades now. We've had our share of claims and always had great customer service. All the reps we've ever talked to are helpful, they do what they say they will, payments are made promptly, claims are processed quickly. Love USAA.

I've used USAA as my bank for more than 15 years, for checkings, saving, and some credit cards, and for 4 of those years, they were also my car insurance company (and then I got rid of the car, or else I would still be insuring with them).

Throughout my experience with them, their customer service has been excellent — they've always been easy to reach, ahead of the curve on use of technology (they pioneered depositing checks first via scanner and then via mobile phone), and on the rare occasion I've had some problem or misfire with their service, they've been good about clearing things up and fixing them.

Additionally, for a primarily-online bank, they provide great services for accessing cash — they refund up to $15/month of other banks' cash-withdrawal fees at ATMs.

I've been a long time USAA employee, I can say with 100% that USAA has very high expectations of their Employees, but some times it's not recognized how a Employee will act towards a member. I respect everyone I talk to meet etc. USAA is committed to being there for our Military Families, but I understand completely about the frustration of calling in. Just remember everything we do is for protection to our members well being. Policies change daily and we have to as well, especially with the Covid so many people are taking advantage by scamming. Please don't lose faith in USAA we will go above and beyond to help you just have to ASK. Don't let one Customer service representative and the experience you have with them dictate what you think about USAA. OUR Team never stops doing whatever we can do to make a better experience for the members. Progress is not always instant with the Covid pandemic alot has changed so we are doing the same. I've talked to new members and members of over 60 years. The one constant that we must adhere to is Great Customer service. I Promise if you get me on a call you will get the up most respect and I will help you with anything I can!! Sincerely, Jonathan Todd, Consumer Loan Specialist.

I worked at TeleTech who is the call center for USAA. The training is terrible. We had four weeks of computer reading and testing. The first day of taking phone calls we were sat at the computer and were told, "Start taking phone calls." TeleTech does not care about training and hides information from USAA. USAA does not care about who and what kind of people work at TeleTech. TeleTech hires anyone who breathes.