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 just posted this grievance on the usaa website under their contact and customer support center. I wanted to share it with the public to make people aware of how usaa treated this veteran on veteran's day:
'i am highly disgusted with how usaa conducts its business. I just got off the phone with our loan processor who informed me we we're denied our home loan because of how our residual income was calculated. Unfortunately, i was also told we wouldn't be getting our good faith deposit back because the appraisal already happened. With this said, help me understand how after submitting the basic information needed to calculate residual income (i. E. Our tax returns on oct 29) that this one single determining number (residual income) was finally calculated and shared with me on nov 10 after an appraisal done nov 4.
This makes no sense! We paid $350 for incompetence!! If we were going to be denied from the very beginning because of numbers from our tax returns, then why did anybody have the decency to calculate this number earlier before the appraisal or even schedule the appraisal after someone punched a few numbers into a computer calculator to get this number! And how is it that something as simple as explaining to your customer how to calculate their residual income and debt-to-income ratios can't be a part of the upfront pre-qualification process. Instead you string them along for 2 weeks, make them pay this good faith deposit, and then say sorry we finally got our act together and your numbers won't work for us. We have been banking with usaa for a long time now.
We even transferred our auto insurance over to you and this is how we are treated. This is despicable. I will be looking to change my services elsewhere and plan on sharing my experience with my online community, family, and friends of how your company is just too big and too corporate to care about anyone customer (especially this veteran). Oh yeah and of all days, today, nov 11th (veteran's day).