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February 2024 by Brian P.
I would prefer to rate zero stars. I have been a USAA member for at least 15 years, but after this experience, I have already changed my direct deposit and banking to another institution. I am the duly, legally appointed, and authorized agent under a general durable power of attorney for my 89-year-old, dementia-fighting grandmother. I presented the POA documentation to USAA and was told I was added an as authorized individual on her accounts. This is being done because she has bounced several checks in the past few months, which, in case you didn't know, is not a good thing for a lot of reasons. I was informed after being added that I cannot see the accounts for which I am assigned as POA on my online profile, I would have to call for statuses. So I call to ask for statuses (even just a current balance) and am told that the primary account holder has to be on the phone. Or, I have to give them her phone PIN or password (which she no longer remembers because of dementia). So I asked if I could at least unlock her online profile and reset the password. I was informed I have to have her phone password or PIN to reset the password. Essentially, even with a general durable power of attorney - which specifically states (quoted directly from the original document) "I grant my agent ... the general authority to do all acts that I could do, including the general authority to act for me with respect to the following subjects... concerning Banks and Other Financial Institutions". In legal terms, this means that under the POA my requests should be treated as if they are requests made by my grandmother. So again, I attempt to inform them she is unable to remember and that is why I am having to even ask these questions, and to be consistently met with a response of 'we have to authenticate the account'. I can provide details about her entire life and all relevant legal documents, but since neither she nor I know an arbitrarily assigned phone password or PIN that she doesn't recall even setting in the first place, the account will remain locked. I hope they don't give me this same degree of runaround when I eventually have to present them with her death certificate! I'll probably have to fly to their headquarters with her corpse in a bag and a DNA comparison to prove I'm related to her just to ask for the balance of the accounts and still be told it can't be accessed without a phone password or PIN.
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February 2024 by Scott S.
I took out an auto loan three weeks ago, sent everything they asked to send in, the gentleman with USAA told me they would over night a check and payoff the guys loan. Two weeks later, nothing had been done in the system. Called, they said there was another form that had to be signed by the seller and then they would pay off. Uploaded that form to the system thinking were all good. Three days later, still sitting, called, indicated they couldn't read all the form. Emailed the form this time, all good, will over night the check. Two days later, nothing. Called, USAA stated the owner needed to send $25 to his bank before they send a check because USAA didn't send the check within the 10 day period. He did that this morning, called them, said they have everything, will over night the check today. I still don't trust this will happen. You see a pattern here?? Very poor communication. I should have just written a check for the truck and been done with it. Rest assured, I will pay this loan off quickly and never do another auto loan with these folks. They need new leadership and get a grip on their processes or they are going to lose many customers, unacceptable!!
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February 2024 by Susan H.
ZERO Stars. URGENT - USAA HAS CHANGED. SOMETHING IS VERY WRONG. TAKE YOUR MONEY OUT OF THIS BANK ASAP. I've had multiple accounts at USAA for 30 years. Six of my family members do as well. Large companies (in this case Microsoft) subscribe to merchant account information rollover, so if you cancel a subscription with them and change your card, they get your new card information and run what they want. USAA is giving businesses my money without my permission. When I dispute it, they tell me that the company has my name, address, card number and email, therefore they're authorized. I tell them they are not authorized, and they just repeat name, address, etc. back to me. USAA takes the merchant's side, not the customer whose money it is. GET YOUR MONEY OUT OF THIS BANK ASAP. They are running some kind of last ditch agreement with large companies and will not protect you! They are not the company they used to be. I have called 5 times (each call an hour long) in three months because of this one charge and they "run it through the dispute process" and then favor the merchant (Microsoft). If you bank with them, you are handing them your cash and you have to prove it's yours, not the other way around!
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February 2024 by Moira H.
This bank has no compassion. Poor customer service. 'Our hands are tied'...no one there is allowed to fix an error.
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February 2024 by John W.
Listen up, team. USAA used to be the best of the best. When I was active duty, most times I needed a loan for myself/family or a vehicle, it was no problem. My insurance was top notch, all was well. After I retired. I hit a series of unfortunate events (deaths in the family, ongoing divorce, etc.) & my account slipped into the negative. However, I transferred funds from an outside but verified/linked account to bring my USAA account current. When I did so, they placed my funds on hold, for the first (& last) time. Had I known they would do so, I would have only sent what was necessary to get the account out of the negative. Now, they're causing more harm because I am unable to pay my bills until this hold is released. My outside account has confirmed the funds availability & the transfer, yet USAA will not release "my" money. Makes me wonder, if they're as solvent as they say? I recommend finding a different bank, local credit union, etc. USAA sees your money...as theirs to do whatever they wish with.
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January 2024 by Randy L.
CAUTION FELLOW VETERANS : USAA Bank has went to complete crap. They Charged off my auto loan claiming it was a Bankruptcy Procedure even though I didn't or have never filed Bankruptcy. Loan was current and being paid up until last payment in Jan 2024, then loan was then falsely charged off by USAA sometime in late January, they couldn't explain what happened and kept arguing with me that I filed Bankruptcy , I told them to check every credit bureau that ever existed for a bankruptcy in my name. They said they are not credit bureau experts and can't do that. Then they are so completely incompetent, saying oh, you can still pay the loan just set it up through Bill Pay, which is how I already had it set up. They literally have some of the most ignorant and incompetent employees working for them. But this seems to be the trend with all Banks now-a-days. SO AGAIN CAUTION to all my Fellow Veterans, USAA is Not a Safer Banking Option. USAA Auto Insurance is also crappy and extremely Overpriced, save yourself thousands of dollars and get your Auto Insurance with another provider, unless you like tossing money in the toilet and flushing it for USAA Service that is no better than other cheaper Insurance. (US Army Retired, Disabled Combat Veteran) USAA honestly DOESN'T CARE about it's MiliTARY Members anymore
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January 2024 by Berton P.
USAA has bought into the bank scheme holding funds for long periods of time after depositing them into your account with the excuse of Protecting the members. With today's technology and ability to move funds this is a way to earn money off its customers. USAA no longer represents the values that its customers like me once enjoyed in my opinion. I have had all my family members join USAA and i will ask them to Move with me after 28 years. Maybe its time for you too
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January 2024 by Mae D.
The worst call assist repS very simple task have to call in for2 days and just a total waste of time at the end "Oh we're sorry doing a system maintenance you have to call back" Upgrade the prompts on your online !!! You think is not an inconvenience to call you if we can just do everything online. Such a bunch of incompetentS!!!
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January 2024 by W. W.
Member 60 years (since 1964 graduation from USNA). During decades as a USN submarine Captain, USAA was great BUT since 2020 when PEACOCK became CEO, USAA has gone down the drain. No offices to visit in person. Telephone and you'll get someone who does NOT know what they are doing because they were undertrained and cannot ask a supervisor or a coworker for an answer because they are working from home with a crying baby in their lap and barking dog in the background (or a squawking parrot or crowing rooster, really!). Nobody knows how to do anything thus you will always be transferred multiple times and listen to their awful theme song for 5-10-15 minutes while on hold between each transfer. Every call takes a minimum of 1-hour. Almost $25,000 dollars was to be transferred from USAA checking account to pay off USAA VISA card. USAA deducted the almost $25,000 from USAA checking account BUT did NOT pay off USAA VISA card. USAA had NO idea what happened to the almost $25,000. Completely and totally unacceptable. CEO PEACOCK (salary 5-million/year) must be terminated (with no golden handshake). Offices need to be reopened. Employees need to be trained and need onsite supervisors.
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January 2024 by Gilbert A.
Removed the free coin counting machine from the lobby. I was told it was a corporate decision. They will not allow you to talk to corporate. Reminds me of the " WIZARD OF OZ." Nobody talks to the Wizard or corporate. No member talks to corporate. Supervisor told me to open an account at SSFCU. They have a machine in all 18 branch locations. My Grandson went to the lobby to open an account. He was told " You can not open an account in the bank. You have to do it on the internet". Just not friendly anymore. My wife and I opened a checking & savings account in 1984. They were friendly, smiling, offered coffee, water, and human personal interaction. I felt I & my wife were welcomed.
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January 2024 by Hunter L.
USAA is taking money out for no reason and everytime we tell them this is a dispute it they said we pay for it and that they are not going to dispute and but they keep taking out money please keep an eye on your bank i am going to sue them due to them stealling money from me and my father
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April 2023 by James W.
Absolutely horrible as a bank. Very restrictive on their members. Zelle limits are 1000/day 1500/wk with no way to increase. ATM limits can be increased, but don't take effect. Customer service cannot determine why new limits are not being updated in the system. Can only get a cashier's check sent to the address on record as the primary, so completely useless tool for paying bills or getting money if ur not at home. When online bill pay checks are requested, the money is not deducted from the available balance so you have to continually log in to see if the check has cleared before you have an accurate available balance. Even in a manual ledger, when a check is written, the amount gets deducted from the available balance.
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April 2023 by Angela J.
After waiting in a long line! I went in to cash a check that was wrote out to me and they wouldn't cash it because it had my middle name and last name. I had my drivers license and ss card it has my first middle and last name on it. They said it has to have my full name on it. It was frustrating bc I go by my middle name and I have proof of identity with my middle name on all my identification cards and they still wouldn't cash it. What's the purpose of having any type of identification card if it doesn't matter what's on it? Anyways I took it to my secondary bank and they cashed it with no problem. USAA is very disappointing!
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March 2023 by Mark J.
I am not happy with the service provided from USAA Bank. Been with this Bank for 24 years. I have always been fairly satisfied until recently. January 30, 2023. I want to Sam's Club ,made a purchase of $401.86. 100% disabled veteran, so I don't pay tax $33.18 was refunded. sam's Club made me scan and re-pay for the same groceries which was $361.48. I was disputing 368.68 since Sam's refunded $33.18. I have talked to like 12 people at USAA. They all can say oh we can see it,we're gonna fix it. They have access to my transactions. I've got the supervisors. OK we're gonna fix it ,or make a note. all right..today I got a message from them that they sided with Sam's. they Sam's provide a receipt like I'm just making this up. can provide a receipt ,but they still made me pay again after partial reimbursement of $33.18 . I've been with you for 24 years and you're gonna slide with them. Receipt doesn't matter when you can see my ledger, and you can see that I've paid twice. I paid for the same groceries twice and I'm not making this up. They have access to my transactions. sams provide a receipt they still made me pay twice for same groceries.after the $33.18 refund not a full refund that I should've gotten full if they rescan the same groceries twice I've been with you USAA 24 years, and you're gonna slide with them. when you can see my ledger and you can see that I've paid twice I paid for the same groceries twice and I'm not making this up. After all this time and talking to everybody and they can see the transactions and see what I'm talking about as long as I've been with them to the side with Sam's it's like you're getting the shaft by the store and by the bank. You're expecting the bank to have your side they have your back I wouldn't make a dispute if it wasn't legit I've been with them 24 years was kind of ticked off by that still am
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March 2023 by Marshall G.
This is how we chose to do our bank. All direct deposit and the atm. They refund the atm fee for 3 x a month. BeNot all atm charge a fee No fee for international transactions. When over seas we raise the daily wdl limit. And now they do our auto insurance. I am satisfied in how this has worked out. Simple, really. Just no local branch.
