Until my disability became so severe I could barely leave the house, this bank was good to me. I even worked for them for awhile. But once we lost our job and, for months, begged for some way to help pay or arrange our card, they turned a deaf ear. They only permitted contact by phone (ignored letters and refused e-mails) and the young folks on the phone sort of had an attitude of "sucks to be you." They no longer permit me to make deposits, but punish me when automatic withdrawals occur. I have to find a bank which does not hurt disabled veterans, with which I can work from home.
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.