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April 2023 by Stephanie Danner
Smaller bank that offers a variety of services and prides themselves in their customer service.I worked there for 11 years and would return. Great company that truly cares.
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December 2021 by Robert Rice
FBB has great customer service. It's nice to be able to call and speak with an actual person. Financing my vehicle was quick and painless, and the interest rate was very competitive. Their website and mobile app are intuitive and fully functional.
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April 2021 by Larry V. Johnson
This Bank has very helpful customer service agents. On a balance transfer, they were very knowledgeable about what I needed to do. Of course, I need to tell everyone who wants to do a Balance Transfer to your Farm Bureau Bank Credit Card the following information: You need to get the address of the financial institution that you are paying off (or any amount that you want to pay) before you call Farm Bureau Bank. You may also need to have available the Customer Service number of the company that you want Farm Bureau Bank to pay off or any part of the amount that you want paid within the limits of your Farm Bureau Bank Credit Card.
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February 2021 by Steven T.
I would have been one of the many 5 star reviews for USAA FSB at any time over the past 25 years or so. I have very much appreciated their app, their technology, their service, and their products. However, you can tell who your friends are when things go wrong. A member of my immediate family was taken advantage of by a scammer, and unwittingly gave the scammer the information he needed to utilize Cash App (don't get me started on this criminal-enabling organization with no customer service or help against scams and theft) to make two obviously fake deposits into a USAA checking account, and then quickly withdraw those non-existent funds. We reported the fraud immediately, but were blamed by the USAA fraud group for being scammed, and the relationship with the bank terminated for that family member. They told us that we could not communicate with them (the fraud group), that there is no appeal, and that the bank has no control over what the fraud group decides. They then proceeded to demand that we parents repay the bank (we were on the account as well) for the money they paid to the criminals via forged checks that USAA accepted, under threat of reporting to various databases and credit agencies, revoked our online deposit privileges, and terminated our ability to transfer between accounts. It appears that USAA considers it's customers the criminals and not the victims. USAA sold our investment relationships last year, showing us the value they place on us as customers, and now they have truly demonstrated that loyalty and doing everything right for literally decades means absolutely nothing to them. They have left us as a family to deal with the aftermath of this difficulty, including repaying them thousands of dollars for a theft that they enabled. There are actually very few commercial organizations that care about and try to help their customers in difficult times, and I thought USAA was one of them. It appears that their cynical, closed-minded, self-justified, overly-empowered fraud department thinks otherwise. Blame the customer and protect USAA's bottom line seems to be the name of the game there.
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February 2021 by Xandrea P.
I am giving a 3 simply because I like the workers. But the bank itself has me f**ked up! I've been getting insufficient funds charged on my account because my job didn't pay me on time ( not their fault) but when I finally got paid I took a picture of the check and sent it in and they said they are holding my funds for a week! As if I didn't need the money desperately already to pay bills since I couldn't pay before! So every charge that comes through I get another insuffient funds fee when my money is sitting on hold!I am beyond pissed!!
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February 2021 by Libby V.
The most user unfriendly bank EVER. Call and expect to be on hold for ungodly amounts of time. Seriously, this happens every time I call...even between departments when told "a short hold is pissible." I think I might have held during someones lunch hour. And they still havent resolved my issues. I will never deal with them again.
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February 2021 by Craig T.
At the end of November 2020 I learned I was the victim of identity theft. I took appropriate actions, froze my credit and informed the companies I worked with. I called USAA's cyber security team to raise the flag and let them know. A few days later, someone hacked into our checking account, and then tried to move $5,000 to their account. We caught the transfer the day it happened and reported it to USAA. They froze our account and said they would do an investigation which would take 3 days. We felt good that we caught it early. That was the beginning of our problems. After the 3 days, USAA wrote back and accused us of making the fraudulent transfer and said that it was legitimate! Then on top of that, they said they tried to get the money back but failed, (I thought you could freeze bank accounts the same day right?) the other bank got the money and the thief closed the account. USAA came back and charged us AGAIN for the amount the thief stole!! The thief stole $5,000, and then USAA charged us ANOTHER $5,000 under the line item "Funds Transfer Return"!!! So we lost $10,000! This took our account obviously into the negative as we're not rich. (see picture) I called and spoke to customer service and then a "VP" and both of them acted like it was my fault, the transfer was legitimate and that I only lost $5,000. I asked them how an account with $6,300 goes to -$3,700 and they kept saying it was only $5,000. I felt like I was in the twilight zone. They said the only thing they could do was resubmit a request to the fraud department to check again. The final stab in the back was that they said that all of my accounts would stay frozen and that after 60 days they would liquidate whatever funds were left, pay off my $-3,700 "debt", return what was left and then part ways with me as they no longer wanted my business. I can't believe they would do this, it is complete fraud! Instead of helping us in our time of need they pile drove us into the ground! I've used BofA, Chase, WaMu, and local credit unions and have never even heard of something like this happening. We were contacted by their "Advocacy Advisor" who works in conjunction with CEO's office. This lady, Julie Perez was a joke. She said she was an advocate for the customer, but all she did was call us to reinforce that we committed the theft on ourselves. She said that my wife, gave our login pin to a third party and the third party logged into our account and took the money. We couldn't believe it! Thank you for advocating for us Julie! As of this date, 2/10/2021 all of our accounts with USAA are still frozen and we are waiting for them to shut everything down. The BBB and other groups were absolutely useless and did not help. We have to just suck it up and move on unfortunately as we don't have the money, time or evidence for a small claims court battle. If you bank with them, do a Google search for "why did USAA close my account" and read the many horror stories. This is one of those companies that is great until all of a sudden it's not. I'm so sorry that I used them, please do your research and avoid this fraudulent company.
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January 2021 by Lisa Q.
It feels silly to review USAA Federal Savings Bank.. this bank has been with me through thick and thin over the years. When I call the bank with a question or need, the representatives are always, without fail, courteous and helpful. Most recently, USAA has gone above and beyond during the COVID pandemic. I have not hesitated once before calling with a pandemic-related concern. Our family has been with USAA for many years. I thank my stepdad for his service in the military.
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January 2021 by DJ X.
It's ironic (and a bit telling, in hind sight) that they try to market themselves through television advertisements as a safe and elite, military-only, institution. There is a LOT to get down here, so I'm going to start with their sad excuse for an insurance department... I started insuring my vehicle and home through them, only to have them bail on me (rather than do their job) the minute I got into an auto accident, claiming the guy who hit me (who did NOT have the right of way) was not at fault, then unceremoniously dropping my auto policy, without a word of warning to the consumer (which, in the end, almost caught me a traffic ticket). Oh, and not long before buying my own home, I also had renters' insurance with these criminals; they denied the first claim I ever had to make (after the policy had been in place for over five years) on the policy (claiming, that I'd failed to provide them with various items of information that they never asked me for, in the first place), which then ended up costing me more on my new home insurance policy with GEICO, in the end. And that's just their insurance department; wait until we get to the banking side of their "business"... ...where to start? They would routinely shut down my debit/checking card, without *any* warning, any time I bought a movie late at night on iTunes, only to miss thousands in fraud the next month (then charge me an arm and a leg in fees to expedite a new card). Automatic payments for two figure bills would regularly get declined on credit cards that had four figure limits, without explanation. And their "customer service"... ...it'd be a joke, if it actually existed. If I had a dollar for every time one of their representatives has hung up on me in the middle of an important (sometimes without explanation) phone call, I'd have long since paid off the balance on my home! At one point, about a year ago, I'd had enough, and chose to take my insurance and banking matters elsewhere. When I notified them that of my pending decision, they responded by closing all of accounts simultaneously, without warning, the day before my mortgage and utilities were due for the month, effectively freezing my assets, putting me at risk of foreclosure only months after closing escrow. It cost me my job at the time (no money = no gas), which, in turn, almost ruined my life. Bottom line? These people couldn't communicate effectively, if THEIR lives depended on it. Which is a MAJOR problem, if said people are handling your financial assets and insurance needs; would YOU want your insurance agent to hang up on you, right after getting rear ended on the highway, hundreds of miles from home? If the answer is "no", then you should probably go to Chase, or GEICO, and save yourself the heartache and stress, trust me...
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January 2021 by A S.
Terrible service. Used to be good and for the military then they got greedy and stupid. And then they become terrorist supporters. Pulling all my money out.
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January 2021 by Henry S.
Used Zelle app through the USAA banking application to pay a plumbing bill of $1000, accidentally keyed wrong ph number and sent money. Immediately called USAA, rep said" no problem " we can get your money back, "USAA will take care of it". Called again to check status, "it's being processed", long story short. USAA rep from CEO office calls and says; S.O.L. veteran, our rep didn't tell you the truth, but we don't care. POOR CUSTOMER EXPERIENCE!! I promised USAA I would share this with all veterans using USAA, they misrepresent, deny, and have been dishonest with this veteran. Don't believe what they say, believe what they do. They don't care about veterans, #USAA LIES
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January 2021 by Kyle Hermes
I had the pleasure of dealing with multiple representatives that helped me work through the covid financial crisis. They all not only answered all my questions, but did so many times after hours. They handled everything in a professional manner, while making me feel like I was an actual human and not just another number.
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January 2021 by Thomas B.
Been with USAA bank for decades. Their service has totally gone down hill and have me looking for another bank. The only in person way to do business now is the drive up window. 1.5 hours in a line that I could not get out of to make an appointment at my house. Truly ridiculous amount of no customer service. Take your business elsewhere - USAA is nothing like it used to be.
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December 2020 by Ash W.
Bear in mind that some transactions cannot be done at the FSB drive-thru right now because of COVID-19. This rating is for the FSB overall, not just during the pandemic. The lobby of the FSB is gorgeous. It's large and there are so many things you can do there. If you're a USAA member you can deposit coins in the coin machine for free and then take your slip to the teller to be cashed out or put the money in your account. I've also used the notary service on more than one occasion which was incredibly helpful. The tellers have always been efficient, friendly, and helpful when I've been there. There is often a decent sized line though, and you may find yourself waiting for a bit to get your transaction taken care of.
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December 2020 by Dillon M.
Open your lobby, the lane tellers are slow as s**** It shouldn't take 45 minutes to pass through a bank lane Edit / addition :::::: Now an hour and 25 minutes in the bank lane. Have been sitting at the carrier for 10 minutes, already sent ID and forms, have yet to have a teller acknowledge us.