USAA Federal Savings Bank-San Antonio

I have been a member with USAA since 2007 and I have never really had any problems until April 2016. In April my credit card information was stolen and USAA sent me a text to ask if I authorized the charges. I told them that I did not. There were 3 fraudulent charges and that was it. Well they fixed 2 of the charges and the other one has yet to be fixed. Every time I call another mistake is made and I am further away from getting my problem fixed. As soon as everything is fixed I am closing out my credit cards and taking my savings somewhere else.

I am sad to say that after using USAA continuously since 1967, we are witnessing extreme degradation in the quality of their customer services. I used to tell stories about the unbelievable great service USAA gave to their policy holders. That was before I applied for a mortgage and was treated to a month of negligence, incompetence and processing errors. Most recently, I contacted credit card services and experienced drastic drop in quality as compared to previous contacts. My hypothesis is that both of these activities have been outsourced to cut expenses.

USAA used to be a company to associate with and be proud of and trust. They have become a mismanaged, poorly trained representation of a bank. Sadly, they carry a reputation as helpful to military. In the past 25 years, I’d agree; the past two years, totally disagree. The mortgage section is a nightmare of blind leading the blind and standard procedures ignored and manipulated to their gain. Sad change in a company yet sadder for military families who are misled.

This is for USAA in general. When things go a rye with your account they are not the most helpful. Do not expect helpful service unless you are giving them money.

This bank is a fraud. They use insurance companies from outside us. They personally gave away my social security number over the phone and spoke to multiple me’s at the same time. They have no regard for customer service. Been waitining on phone call for months now. I call and they say they call me back. I have filed complaint with FDIC and there is no response. They are liers. Whats sad is they serve the military. I am a veteran and am concerned about my security with them so imagine those who are active duty and think they are secure. Stay far away from this bank.

After 14 years of having service with USAA, auto, home owners, property & personal insurance. I had to switch to Geico because USAA’s price were ridiculous!!! I would have understood if I kept making claims but $ 391 for 3 cars plus $ 140 for others? I’m not even under 25 years old. It was insane. Also I don’t know what has happen to USAA’s customer service but it has gotten horrible! The last 2 years it’s been awful. In the beginning of the year 2016 on the freeway I was hit from behind and USAA had said if I wanted my car fixed asap I would have to call the person at fault insurance. I made sure I clarified what I heard. I was like isn’t that why you charge me almost $ 400 a month for? Thank god I switched! Shop around people!

They used to be a good company — after 16 years with them, they royally screwed us over in getting our first mortgage loan by 1. giving us a pre-​approval when they apparently shouldnt have. 2. spending weeks not assigning us a loan officer 3. the two different loan officers we had went on vacation for a week, one of the two not even informing us 4. last minute telling us that we are declined (even though we have the 20% down, closing costs, good salaries, no debt b/​c they themselves decided my husband was part time even though his work never said that as the medical field measures work differently.
DO NOT TRUST THEIR PROCESS, THEY SUCK.

If I could give 0 stars I would. I have been a USAA customer since 1989. My husband retired with over 25 years of service from the Army. I have lived in the same house with the same phone number for over 7 years. Some ASSHOLE called USAA saying he was my husband, and the USAA rep reset my pin codes for him, when we got the text alerts we immediately called and flagged our accounts for fraudulent activity and changed all our passwords and PIN numbers. 10 – 15 minutes later the same ASSHOLE called back and again the USAA customer service REPRESENTATIVE let him change our phone numbers, email, passwords, and PIN numbers. In the time it took us to call back AGAIN, the ASSHOLE transferred all our savings to checking, and drained ALL OUR MONEY. We were told that our account had some sort of enhanced security features and we would get messages every time someone logged into our account… it is still not happening. They are telling me I have to wait 3 – 5 business days for the fraud investigation; in the meantime my bills I paid through USAA BILL PAY are bouncing and I am dealing with creditors. I have been on hold 1 hour and 25 minutes asking for a supervisor and apparently there is no one who can help me. UNACCEPTABLE, and WILLIAM in the fraud department is NO HELP.

Auto Loans Review:
We’ve been with USAA for some time now, so when kid (now a Jr in college) was ready to buy his first set of wheels, we sent him there to get a preapproved loan. He had his response within the hour after having to submit extra documentation that wasn’t asked for in round one.
Armed with the pre-​approval, he set out and negotiated a deal. When we hit bumps in the road at the dealership (variances with the TrueCar quote that’s partnered with USAA), dealers attempting to run other credit checks, etc., the reps at USAA patiently guided him through it all and he got a stellar deal, a stellar car, and the reassurance he wasn’t being taken advantage of; so thank you, USAA, we really appreciate you having our 6.

USAA is the BEST! I have been a member since 1997, thanks to my husband who is a retired major from the army. USAA is a fabulous company because they take care of their members well, and they empower their employees to take care of their members well. They are efficient and effective. We have used USAA’s many services: auto, home and rental insurance, savings and checking banking, credit card, auto and home buying and rental services, and auto roadside services. As recently as last week, when I had a flat tire, they promptly got a tow truck to me within the hour and towed me for free to my garage. They are also great at communicating to keep their members calm during emergencies. They had messages to me regularly to inform me on the arrival time of their tow service. I have delighted with all their services. If you have a connection to the US military, I highly suggest becoming a member of USAA. My children are our proud recipients of their father’s military service and proud members of USAA.

I love this bank been a member since 2009 never had any issues. Love that they give rebate surcharges for non usaa atm fee. Will probably be a member for life. My only gripe would be needs more branches throughout city for more convenience.

Oi vey… and it continues
After having another 10 hours of conversations with USAA they are still holding my checks for over a week bouncing all of my transactions and the fraud I had reported in February has still not been dealt with nor has any temporary credits been applied to my account.
I’ve spoken to so many people I’m blue in the face I have sent five different emails in regards to the fraud. When I call the next day to see if the documents have been received they never have been and I’m told to try a different email address for the fraud department. I have sent 5 emails and spoken to probably everyone that works there yet nothing has been resolved if anything I continue to have more problems.
Unilocal informed me they wanted to remove my reviews for this bank because I was supposed to review how the lobby looked?
What the hell? No Unilocal,I’m supposed to review my experience with this bank which by the way has been completely horrific!
Shame on both of you! I am indeed a customer of the bank and I have indeed had the worst experience ever and I have pictures and plenty of documents to prove such don’t you dare even try to silence me LOL

I applied for a banking call center related position with USAA. I had a phone interview with Courtney Graham. That went well enough to where I was invited to a face to face managers interview with Kyle (plastic personality) and Michele (zero personality) on 4÷15÷16. I thought I did very well and was given the typical thank you for my military service blah blah. I asked what was next and was told they just take notes and submit them to Courtney for a final decision. On ⁴⁄₁₈ I got the cookie cutter thanks but no thanks email. I wrote Courtney back to ask why. She stated it was a managers decision and she had no access to their notes. I have to believe someone lied to me thus displaying zero integrity. And what was the point in subjecting me to a background check and drug screening without knowing if I would be hired? A waste of resources and a complete waste of my time.

Opened an online checking account with usaa since they promised free checking and I already have auto insurance/​renters with USAA. My partner signed up as co-​owner of the joint account. We’ve had many problems with the online banking account from the start.
1. USAA holds a portion of your initial funds for several weeks when you open the account, which means you can’t spend that money right away. A pain if you plan to pay rent/​mortgage and other big bills with it! They are the only bank I’ve ever come across that does this.
2. My partner is not a USAA member but was allowed to co-​open the checking account with me. But she can’t mobile deposit any checks made out to her into the account because she isn’t a «real» usaa member, even if she’s on the joint account! Why?! It’s her account too!
3. The mobile deposit app is faulty and I’ve deposited multiple checks successfully into the account on my phone, only to find out later that the deposit didn’t go through and never posted to my account. Now I have to make sure I email myself deposit confirmation so there’s a record, at least.
4. Transferring money into usaa from other external banks takes several days.
5. All deposits are held for several business days.
6. MOST frustrating is the lack of real time updates to your account when you access it online or on your phone. Purchases sometimes won’t post for days, nor will deposits/​transfers, so you almost never have an accurate idea of how much you have in your account at any given movement. I’ve had 2+ other checking accounts at other banks and usaa is by far the slowest to update fund balances.
In short, the «convenience» of free online checking has turned into a major inconvenience. I will be switching banks and closing this account soon. It isn’t worth the hassle, and I don’t understand their business practices or the massive delays in processing transactions.

A perfect visit! I have been a member most of my life and my parents before me. I had a parking place right up front, the inside was super shiny clean, and there was only a 30 second wait for a teller. I had a lot of bank business to do and set aside 2 hours, but was out of there and heading for a cheeseburger in 30 minutes. This is the main location and the entrance is marked by 2 flags. If you miss it, you have to loop around the interstate (which of course I missed the entrance so had to do it), but it is not a big effort and only took me a few minutes. People were extremely kind and efficient.
Well done!

I spent about 20 years with USAA and until recently it was a good service with the most helpful customer service. Now in the last few years they have made customer acquisition their only priority and as they have grown the service has fallen off.
First issue — USAA has a big issue with changing your monthly withdrawal for your insurance to either PAY IN FULL or DO NOT PAY AT ALL — it is either or and happened a few times a year. I called into the call center after they had PAID the entire year in full without my consent. I had enough to cover the bill but there are thousands of lower level military members that if you took $ 1000 out of their account it would cause severe financial issues so I called to complain.
The younger-​sounding girl on the phone was all but annoyed at me calling her and we went back and forth then when I told her I needed to speak to her supervisor she stated «…there are protocols that must be followed in order for you to speak to my supervisor and you don’t meet them…»
This was so outrageous that I think I laughed and then told her congrats she just cost USAA all my business to which I promptly went and PAID IN FULL for another year of insurance with GEICO and wrote a fairly large check to another bank. I only left the account open for my business credit card otherwise I would have completely cut them off — and should have.
Second issue — I re-​opened my account because my VA payment had accidentally been sent to them and I feared any change to the account would cause VA to «lose» my money. When this happened there was a previous debt for an account they overcharged the account for service charges (another issue) and this debt was paid in order for me to open the new account. Fast forward a year and USAA seized my account balance claiming the old debt was never paid and this froze my account and annoyed me. The only thing that changed was I fixed the VA payment to go to my other bank… The worst thing was that now I could not put money in the USAA account because they would just frivolously take it.
All USAA account numbers are not shown on all statements and online so I asked for the credit card account number and the first time they sent me the full account number for other accounts. Then when I explained I needed the credit card account number to set up bill pay from another bank they then told me the could not give me my account numbers — even though they just had. Long story short — we argued I lost so I had to hack an old computer that had the number fully stored to pay my bill that was already due…
The problem I constantly ran into with USAA is the new breed of CS agent is not concerned with customer service. It seems to them it is just a job they are working to pay for college or whatever. This is also a symptom of poor leadership from supervisors and managers. This is not the company that it was originally or event 5 years ago…

I can’t understand how this bank has so many good reviews.
I just got off the phone with a nice rep (not being sarcastic), because half of my check would have been withheld had I tried to deposit it. The rep told me she didn’t know why it was holding half my funds since the lowest balance i have had was $ 95, and not overdrawing. She said no one would be able to tell why it was doing this and there was no way to fix it. She also said that the computer randomly picks people to do this to. Well, this has happened twice so far (I’ve only been with USAA for 2 years now, vet for 7) in the last 6 months.
I decided not to deposit my check since I needed the whole amount to pay my rent.
USAA– PLEASE STOP MESSING WITH THE AVAILABILITY OF FUNDS FROM VETERANS AND THEIR FAMILIES.
Seriously, these people volunteered their lives for you, and this is how you repay them? By f*cking them over with THEIR money?
There’s a special place in hell for people like you.
–Concerned Citizen

I cannot believe the decline in service this bank has had over the 20+ years I have been a member. I am so sick of this bank saying and advertising that they «Support the Troops» when in fact they really don’t they just want the interest off your money
If your mortgage is through this bank. more specifically with PHH Mortgage. SWITCH NOW! You will not believe how much money you will save. I’m not kidding. and this includes Auto Insurance.
This troop no longer supports USAA

We are 20+ year members with USAA and have seen their service degrading for years. Every year things get worse. In recent months, USAA has taken a steep slide downhill.
Response to phone calls used to be prompt and curteous. Years ago it actually felt like personal service. Today they are so segmented with so many divisions in so many different places… you feel like you are a worthless bouncing unit rather than a customer. Phone menus are grossly unfriendly but are relentless — forcing you to choose something you do not want. Customer Service personnel are extremely limited in what they can do or perform so after you wade through a long list of USAA automated phone menus, you listen to hold music and then get to speak briefly to a human (who can’t help you) before you are transferred and listen to hold music again. Unhelpful Human… Transfer… Hold Music… Unhelpful Human… Transfer… Hold Music… and repeat… and repeat.
And then there are the disconnections… which give you the privilege of starting the process all over again. Meh!
Responses are usually canned when then do finally come. Remote desposits are often held without prior warning for 8 DAYS before being credited!
They sometimes finish a call with «Thank you for your Service»… but after 30 to 60 minutes of frustrating telephone gymnastics with them and their system… it just rings hollow. I am being generous with two stars.

Tee, hee got to go on a trip to the mothership! Very long story short, had to do some Very Important Paperwork with my dad in the presence of lawyers and CPAs.
The parking lot is teeny tiney, but turns over fast. Got a spot after only one circle.
Inside are all the things you do NOT associate with USAA — tellers, a coin counting machine, VTCs for investing and insurance questions. It was actually one of the better bank lobby experiences I’ve had in my life.
Every USAA member should take the trip once just to check it out and actually see what the place is like.