MyBankTracker rated USAA based on the following criteria that includes real customer reviews and bank fees, among others. Our bank report card is a proprietary rating system that highlights the financial health and stability of the bank.
I have had them for about a year or so. They seamed like a good bank so i got my auto insured trough them as well. I called a representative and asked for full coverage for my vehicle, i said i want it to cover everything they said ok and i was good to go. One year later Veterans day i was driving form Tennessee back home only about 10 hour away when i get a flat tire mid way home and in a no where town... No big deal i have full coverage. i use my USAA insurance card and tell them i need a tow truck, there reply was sorry its not covered by your insurance. Thats How i spend my Veterans day 2011 stranded in a town with no where to sleep. yes, i am a veteran.
I have been banking with USAA for over 10 years, I have numerous accounts with them and have always raved about them to others. However, within the last year or two, that all has changed. They have become just like every other large bank and completely stopped caring about its customers. Today, they have adopted the the ''largest transaction first' technique, resulting in more over draft fees than if they were to simply post the transactions as they happen. They have also started back dating transactions and payments and delaying deposits, resulting in even more fees. Everyone has an "oops" moment. In general, people don't purposely overdraft their accounts and in the past, I have always been able to immediately deposit/transfer funds when I had realized my mistake (within a matter of minutes of going into the red) and it has never been a problem. Not true for today. Even if you had the funds already, their shady ways of back dating payments and transactions will make you overdraft or return payments (resulting in even more fees and taking even more money out of your account. Money that WOULD HAVE kept your account in the positive for other transactions).
Customer service has become a sad joke, I'd get better results if I had been talking to a wall. Whereas before, it felt like I was talking to an ACTUAL human being who truly cared. 2-3 years ago, I would've said,"yes! Definitely bank with USAA!" However, sadly, I cannot say the same today. They have become the sad, money hungry, shady corporation that every other large bank has become.
All the complaints I read always seem to be with deposits or lack of and auto pay when your account won't cover. I understand the frustration but it is the customers fault almost every time.