My parents were in the military, so i was able to get free checking and insurance through them. I've never had to make any insurance claims, but their prices were way cheaper than any other company i looked at. They are very flexible as far as due dates for my premium, and they've never charged me a late fee. I once went 6 months owing them around $30 and still no late fee. The checking is fair. My credit won't qualify me for the thing where you can take a picture of a check and deposit it with you phone (mobile deposit is what they call it. ) so i have a local bank where i deposit checks, and then just transfer it thirty seconds later. Always ask your local bank for a "no-holds account" so your checks are deposited immediately!
I've only overdrawn once or twice, because transactions show up immediately, even pending transactions, so you know exactly how much money you have if you check. They didn't charge me an overdraft fee. I transferred the money the next day and all was good. Their fraud services account called me on a monday in december, saying i had suspicious activity on my account. The saturday before (two days earlier) 5 $100 debits were posted in tennessee and alabama. I had been in virginia the entire month. The next day they put the money back into my account, and let me know that it would stay when they finished their investigation and determined it to be fraud.
The weird thing was i still had my debit card with me, so they sent me a new one. Problem solved. Whenever i've had a question and called in, i've never waited on hold for more than 3 minutes. Literally. 3 minutes max. And their operators speak perfect english, are very polite, and know what they're talking about. I called one friday night at 1:30 am when i realized i didn't have my debit card. A girl answered right away, put a hold on the card, and told me to call back when i found it or considered it gone. Problem solved.
I have been a customer of USAA for 10 years and have always received great service. However, recently I made a deposit of a check that I wasn't sure was good. Despite this I made several calls to customer service to see if the funds had cleared and been verified. On the 6th day after the deposit I called again and was told that the funds had cleared and had been verified. Based on this information I made a transaction using some of the funds from the deposited check. Well, the check bounced the very next day. USAA charged me a fee and took the money from the account. Charging me a fee, fine I get that, but I only used some of the money AFTER contacting customer service. I trusted the information I was given and it has cost me. After several weeks of getting the run around from the executive resolution department I was told that the bank wasn't going to do anything to correct this situation. The rep I spoke with said the other resolution team members should not have led me to believe this would be taken care of and will be "counseled". I have never had a reason to believe that information given to me from customer service representatives isn't accurate. Now I know, you can't trust anything and that USAA will not stand behind their customers when customer service representatives give them wrong information. The entire situation has been an expensive pill to swallow.
I've been banking with USAA for years and never pass up an opportunity to praise them. Great customer service, great rates (on everything but savings accounts), and always a great experience.