USAA Federal Savings Bank Mcdermott Fwy, San Antonio

Unfortunately, I was in a vehicle collision during the weekend and was not able to get in contact with USAA. I attempted to call the number provided on the insurance card and USAA was closed. I attempted to get in contact with them via their main website and was given a link that did not upload. After that I used their mobile application, and the location of the incident was not populating on their map. I was on the phone trying to get a hold of anyone from USAA after 10 minutes of getting nowhere my vehicle ended being towed by AAA. After Oceanside Police took both parties statements it was clearly that it was not my fault. The opposing party was speeding and not paying attention to the road. 30 minutes later, I finally was able to get a hold of USAA. I notified them if the situation. I provided the towing number and location. USAA never gave me any guidance on what to do. USAA did not get a hold of me for anything. My vehicle was sitting on the lot accumulating overnight charges because I was waiting for a response from USAA. I had to persistent and contact them on multiple occasions to see the status of my claim or report. The adjuster that was provided to me only emailed me once and it was the information I needed at the time of the accident. Every time I contacted them, the operator’s tone of voice was dull and not helpful. I uploaded every document I had in a timely manner. The operators would say, “thank you for your service”, but do they truly mean it? I have served for twelve years, and I have been with USAA for about ten years and when I get into an accident which was not my fault, I get no help or guidance in a timely manner. I was in an accident; I was struck by another vehicle and popped my tire off and USAA is sending me emails a week later. Their time response was unacceptable. I have recently came back from serving overseas to going directly to the field. I live in apartments so I cannot simply go get my vehicle because it will be towed for being clearly severely damaged. They pride themselves in assisting service members, yet I felt so disconnected from them than ever before with anyone who claims to stand with the Armed Forces. I hope they do better for other service member because I have never felt so lost in a long time. I would also highly encourage everyone to review their insurance coverages, I do not wish this to happen to any of my brothers and sisters in the Armed Forces.

THIS IS THEFT!! I Filed a claim due to sever hail damage. They sent someone out to assess the damage. Within a few days, they sent me a settlement offer. I accepted it. Got a call about picking up my damaged vehicle, and had to schedule it hoping I would have my rental by then. I was told that as soon as they received my over-night FedEx envelope that contained my title, I would receive my settlement in my checking account within two days. They received it on Tuesday. I spoke to numerous employees on the phone, and every single one said I would receive the money by Friday the latest. I did not receive it this morning, so I called again. The associate confirmed I would receive it today and he could see it pending. After five in the afternoon, I have still not receive it. I called again, now, they are saying that all the other associates are wrong, and they ave no definitive day that I will receive the money. My rental is due back on Tuesday, I reminded him. What am I supposed to do without a vehicle, let alone the money to buy one?? He had no answers. I can't get to work or drive my children anywhere. I even read all the fine print and information stating when I would receive my money. I signed my title over to you, with the guarantee that I would receive the money promised in the settlement. This is theft!!

I'd give zero stars - if I could. The worst bank - ever. Tragic because at one time it was among the best. Harvard MBAs ruining it? Just like GM, Sears, etc. You have to speak to a dozen folks that don't communicate - and your issue is STILL NOT RESOLVED! I've been a USAA member for over 20 years, and there are many who I know that have been member's much longer. They ALL feel the same. USAA is quickly going to %$#@. Not just the bank, all of it, insurance rates not competitive - non extant customer service. The USAA commercials on TV are downright hilarious. Maybe they are getting a bunch to new members, but the veteran members can see through this...

Lines are long and it takes over an hour to get through their drive through. Open the bank lobby already! While most business are offering in person service with precautions, USAA refuses to treat their customers well, and insists on bad drive through service long after it was safe it enter buildings. This business is inconsiderate of the environment by having dozens of cars a day idling needlessly in their drive throughs, all because they don't want to pay janitors and tellers to staff the main lobby.

Don't ever only carry USAA cards. They might block you randomly even for transactions at places you've already purchased, and sometimes it will block all USAA cards instead of just the one, and then you're stuck unable to pay for gas or dinner on a trip. And as an added bonus, you get to wait until they come in the next morning for work--there's no 24 hour fraud unblock line, so then you're stuck. Always always carry a different card, and/or cash, USAA absolutely cannot be relied on. I've been with them 28 years, but based on recent infuriating experiences, that will soon be changing.

Cancelled my insurance policies once & for all with USAA. When the pandemic began, I needed & took the 'help' they offered in putting a payment on back end. Worst move ever with USAA! About 2 months later & thereafter, the payments ballooned out of control & I wasn't able to afford it. And there was nothing they could explained as to why except how they "helped me" at the beginning of the pandemic. I cancelled my auto, renters & additional property insurance policies. I switched to Geico & much friendlier & way more affordable insurance policies than what USAA had gave or offered. My experience is not unique & highly common across a great number of veteran groups who've shared their bad experiences & cancelled their insurance policies and even went as far as just closing all accounts & jumping ship to other federal credit unions & banks all together. Living in San Antonio & going to the branch/lobby was a nice experience. Now there's only drive-thru available & it's literally an 45 minute to almost a 90 minute nightmare waiting for service from a teller. I'd rather go sit in traffic then sit at USAA drive-thru banking. I waited over an hour just to be the last of 6 cars only to be cut in line by the security guard allowing 3-4 other cars who'd hadn't spend nearly as long as myself & the cars in front of me cut in line literally in front of me - adding insult to injury! If you have to go then I strongly advise that it's literally your last stop of the day. Because by the time they're finally able to get to you, businesses are closed & you'll be hitting the second wave of 5/6pm traffic. It'll be an experience that'll have questioning whats the point of me & my money being here at USAA🤔❓⁉️⁉️⁉️⁉️⁉️

I wish I could give 0 stars but I'm required to put something. Been a member of USAA for 7 years now and the last 3 years have gone down hill. Some blame it on Covid but that is the worst excuse I've ever heard. Customer service is absolutely garbage with hour long hold times and get transferred to 6 different departments before reaching the correct one. Insurance side of the house is no better. I have had multiple claims with USAA and was not please at all after they held my vehicle for over a month to "evaluate damage".

I have experienced the worst customer service from: - Insurance department - which has taken over 2 years to pay a claim for an accident where I was not at fault in which I became permanently disabled. - Mortgage - which has refused to support me because I was a veteran married to a foreign national, however, other banks were more than happy to take my business - Banking - being told USAA policy and getting varying answers, then having them refuse to find a resolution and call me back, they've charged me for an auto loan I did not use up to 4,376 dollars which took them six months to refund WHILE I was making payments on the loan (which they reported to the credit bureau for non-payment) Overall, their practices are at best unethical and at worst illegal, but they make their money so who cares who they step on, right? I encourage anyone and everyone to share with every veteran you know as their practices are predatory and you will not have a good experience.

I pulled into lane eight of the drive-through bank because USAA refuses to open its lobby. There were six cars in front of me and as I speak right now there are still two cars in front of me with each car taking on average 19 minutes to complete its transaction. You do the math on how long I’ve been sitting here. And since there are seven other drive-through lanes that all appear to be taking equally as long one Hass to ask them self what is the absolute hell is going on inside the building. Is there only one teller trying to manage all of these lanes. USAA is about to lose my business permanently and that of everyone in my family that I can convince to leave this no longer worthy institution

By far the worst banking experience ever! Never fails that I’m waiting for over an hour and half in line to make a simple deposit or withdrawal. How is one to use this bank when we have to be at work?!? It’s ridiculous!! I would never recommend USAA to anyone in the San Antonio, TX area.

Received 2 NSF fees because 2 charges went through 3-4 days late due to the 4th of July holiday. Was not aware the bills paid would go through on a later date and thought they had already been deducted. Called Usaa to explain the situation and they could not reverse the charges. If the bills went through on their typical date, the money would have been there. Paycheck went into the account literally the next day after the attempted withdawal. We were supposed to have overdraft protection, but they told us we didn’t. We used to so not sure how we don’t anymore. Sounds like they are in business to make poor people more poor. Thanks for nothing USAA.

The bank lobby has been closed since March 16, 2020. Today is July 13, 2021. Vaccines are available to the public, most businesses are operating as they did pre-Covid, yet the USAA bank lobby is closed. They wait time to get up to a drive thru teller is well over an hour. This is ridiculous. I’m changing banks. USAA is NOT all that. This is horrible customer service.

They sent me a letter telling me to stop using my personal account for payroll. What? I insure 7 vehicles, my home and bank there for 30 plus years. Something aweful has happened. No one ever ever answers the phone. Seriously ever. No one ever returns calls or answers email or messages. I predict failure of this bank. I am getting out before the catastrophy gets worse. This all is very intentional, there is no way it is simple incompetence. I don't know why, but this organization is being driven into the ground! AMF!

All the hype and that is all… just hype… taking my home, 2 cars and bank needs to another place… terrible customer service. They just look to see if you ignore something to not give you a discount and charge you more. The rates change every 6 days even with a rate saved. I honestly don’t see what everyone is so amazed by with USAA…

I'm beyond furious. You losers closed $30k worth of checking and savings accounts today, June 29th after we called you on April 27th with the required information about citizenship, annual income, net worth etc. WHY?? WHERE'S OUR MONEY? I have been a member since 1999 and this is what I get?? Believe me, you have NOT heard the last from me.

UPDATE from a 33 year member: USAA has really lost all sense of customer service. They are officially one of those "BANKS" that refuses to accept coins. No free coin counter and they do not provide coin rolls because they no longer accept coins. They no longer accept US currency in the form of coins as of June 21st 2022. They actually got worse. Been in drive thru for an hour and counting... I deposit for my 20 year old daughter in the restaurant service industry because it isn't safe for her to have thousands of dollars in cash accumulated monthly because drive thru doesn't suit her reality (operating hours and wait) and ATM requires perfect bills. I will be moving daily banking needs to RBFCU today. I went to RBFCU with a friend to get notary service and they're not having this problem. This is ridiculous with zero improvement going over a year. BTW, it took 1 hour and 14 minutes awaiting my turn and 12 minutes for the transaction by a kind and courteous teller. The 1-star is purely for the wait time. Almost a year ago: Open the lobby and allow members to bank in person or fix the drive thru! The drive thru lines are an hour plus wait. This is not the customer service we are accustomed to. We are members for the in person experience. If we want virtual only, we can get that from online only banks and get better high yield savings and money market rates.

Just waited in line for about an hour with 4 cars in front of me with four lanes going. In line since 0910 on a Friday. The lobby has been closed since the start of Covid. Give me a dag on break!!! I will still bank with you for your services since I have been with you for over 30 years now but I will be making another bank my primary account for banking. It's nice to have face to face interaction. And easy access to MY MONEY!

My review is on the bank and the drive through process. I have been in the drive through for almost an hour and have just moved up once. What is USAA thinking? We are the little guy and can’t spare the time to wait on a huge business to service us in the this unacceptable manner. My guess is I will be here another hour. This is why I do all of my normal everyday banking elsewhere. Shame on you USAA.

75 minutes in the drive-thru teller line only to be told they can’t help me. And that 75 minutes? There were only 5 cars ahead of me. The first car was 25 minutes solid. Once a car got behind me, I was stuck no matter how bad I wanted out of the line. Shockingly, the lines moved faster once the branch closed for lunch... Also, did you know that 95% of all savings bonds can be deposited at your local bank branch? Can you guess which bank is the other 5%?

I've been banking with USAA since 1987 and have up until recently been very pleased. However, since 2020 the quality of service has become alarmingly poor. In December 2021 my checking account was frozen by their fraud department for no apparent reason and I WAS NOT NOTIFIED IN ANY WAY. I only became aware of it when checks began to bounce and the result was numerous returned checks, autopays, billpays, etc. which caused me major headaches. When I made the discovery I tried to call in but the WAIT TIME WAS 3 HOURS! Huh? When I finally got through, they were apologetic but offered no explanations or relief. While talking to the rep I could hear kids screaming in the background. Has it really come to this? My account was unfrozen but the damage had been done. I spent the next few days trying to repair all of the wreckage. What a shame - oh how the mighty have fallen.

Went down hill. I've been a member for 15 years and it's been great until now. I can't even begin to describe the incompetence. It took hours and days of phone calls to fix everything. It was a complete financial disaster that they caused me for a week that felt like it was never going to end. They even shut down all my accounts and locked me out at one point. Please do yourself a favor and avoid them until they figure out how banking works.

Want to waste a portion of your day? Come to the bank lanes & sit for hours. I’m a pretty patient person however I’ve been sitting in the lane for an hour now & there’s STILL 3 cars ahead of me. This is ridiculous. Open the lobby already.

Every other business has open doors but I have to wait in my vehicle in a teller services line for an exorbitant amount of time to withdrawal my money. This is poor customer service. I have been a USAA customer for many decades. The entire spectrum of services they offer has deteriorated greatly in recent years. It may well be time to look at other financial institutions. Very disappointing.

You would think this company would have more respect for the military. We wait in line for hours at the drive-thru because they refuse to open the lobby and there's probably only two tellers working six rows of cars 5 deep. Ridiculous and time wasting. No customer service. Changing banks.

I loved USAA before today. It's been my only bank for the last 15 years. Today when I used the drive thru for the first time my view has forever changed. I'm going to chase to open an account in the morning. That was the worst experience I've ever had and I will never put myself through that again. I'm now convinced that USAA does not actually care about their customers. Very disappointing.

If you’ve ever wanted to know what it’s like to enter the USA from the border go here. I disagree with lady said reduce ATMs to have more tellers. There’s not enough tellers inside. Better if USAA made it clear to withdrawal people can increase their atm limit online and get from ATM. let those of us who unfortunately just need a cashiers check go to tellers. Once I was with the teller took maybe 5 min. Don’t know why everyone ahead of me took 15 min each. Thankfully I rarely ever have to go to the bank. I’m educated in cyber enough to know depositing any checks via my phone is as safe as using a teller.

I have had USAA for 20 years and have ALWAYS had a great experience with them. I have had to use the claims department about 5-6 times on several different issues and have NEVER had any issues, until this year. I have several cars and a home under their insurance and I had to make a claim on a vehicle for hail damage. Ended up being a total loss. They are low balling how much my vehicle is worth. I cannot talk to MY adjuster. I have called and left messages on the claim section of the app multiple times without someone calling me back. Instead of giving me options they had a salvage company call to schedule my vehicle to be picked up. DON'T USE USAA!!!

I've been a member for most of my life and this past month USAA has been an absolute nightmare to work with. The customer service has gone down the drain and every time I call it's like pulling teeth to get any information and everyone has been incredibly rude lately. I am seriously considering changing banks now because of the garbage treatment from USAA

A dumpster fire of a bank go with Navy Fed or really anyone else I've been with USAA since the start of my Enlistment, I've been out now for a couple years and didn't realize how bad their services when compared to banks. The only thing they are good for is insurance not price but ease of filing a claim.

Honestly they don't deserve the 1 star. Always use to be such a good bank. Now you'll spend 3 hours in the drive through just to deposit a check. Horrible service and will Honestly be changing where I bank. Usaa only seems good for the insurance and nothing else.

As a member of USAA for over 30 years, I have noticed a recent decline in its Customer Service. Perhaps this is due to the pandemic? In any case, wait times by either telephone or chat have required more time, and easily more than 5 minutes. In addition, their website used to enable customers/members to communicate by messages. This feature is now removed. This was useful when documenting a string of discussions on a specific topic. These degradations in Customer Service, have reduced my impression of USAA to average. Once upon a time, I lauded the service at USAA and referred to it when others sought to compare their services with an excellent one.

I love USAA but the drive thru teller experience is absurd. I praise the company when it's deserved but I also think it's important to share negative feedback when it's warranted. Every time I go through the drive through it takes at least an hour, even when there's only two cars in front of you. Something is obviously broken. I don't blame the tellers as they're always courteous and I know it's not their fault. It is the fault of whoever oversees the experience and I think their corporate office should take notice.

I’ve been with USAA for 15+ years and I’m grown disappointed over the last several years with their member services. It’s not the professionalism of the employees that’s made my experiences stressful, it’s the inter-departmental Bureaucratic jungle that Coorporate has created. I can’t ever call a representative without being transferred at least 2-3 times for one issue. There are countless departments and countless people I have to repeat myself too only to be transferred again to the same department I first began with. Most representatives that I talk too today have to provide several lengthy recorded messages in between the information they provide. I understand that it’s for legality purposes but the fact that you don’t have representatives that can adequately explain things without having 3-4 pre-recorded messages throughout a conversation does not make me feel particularly confident with this bank. Rarely do representatives ever answer my questions directly they always have to transfer me to some other department only to get caught up in this ping ball effect where Each department is hesitant to provide information so they just transfer back to another department. In the course of this highly ineffective process the calls end up disconnecting and you have to start all over again. For one simple issue you could spend between an hour to two hours on the phone between various representatives, until finally someone who actually knows how to do their job resolves your issue within 15-30 min. I don’t understand what has happened to USAA. They used to be so quick and efficient and the representatives were so much more knowledgeable. Now it seems that this bank isn’t any better than any other commercialized bank out there with mediocre services all claiming to deliver exceptional service. USAA has lost its exclusivity in the sense that it’s just become a headache like every other bank out there.

Worst drive-through I've ever been in. Seriously almost 2hrs with 5 cars deep. Reading previous reviews I see USAA has little care to fix this. They're a major credit union but one branch to handle business. Having a few ATM's around town doesn't provide a solution to this issue. May look into going with another credit union soon.

USAA closed their bank lobby on March 16, 2020. Every other business in the city has pretty much been back to normal since April of 2021 Today in February of 2022, I witnessed a man having to STAND in the car line to do his banking in 35°, because they still refuse to open the lobby. It is absolutely outrageous that the bank lobby is still closed. IT HAS BEEN TWO YEARS. STOP USING COVID AS AN EXCUSE.

USAA is now under control of Charles Schwab and there customer service completely SUCKS!! They provide false information and/or say the magical words “I don’t know”. The lobby is still closed, even though their customer service says it isn’t. The lobby hours are differing depending on what website you use to look at the hours; but it isn’t open anyways so it doesn’t really matter I guess. The Quality Control Department must not really do anything or even exist at this point. What in the world happened to this company?The Drive-Thru is absolutely ridiculous. Averaging about 17 minutes per customer and the security guards allow random people (more than likely friends/family) to cut in front of you while you’ve already been waiting for over an hour. You’re not anywhere close to serving the military community. Your just another deadbeat financial institution saying one thing and doing another to the very people who risk their lives just to give you the right to treat us like peasants. Thanks again for wasting the last two hours of my life…..again. Enjoy another 1-Star rating. I wish I could rate it a -5 stars just to be more accurate for the poor person who is thinking of joining this joke of a bank.

Great bank! They have taken care of me and my family since 2003. I have my mortgages, bank account, savings, credit card, insurance, formerly investments (now Victory) and I have used many of their services such as car buying service, etc. Customer service is excellent and consistent. Highly recommend.

Open the lobby already. They wouldn't complete my transaction without driving around multiple times. Then they gave me ripped bulls they wouldn't replaced unless I drove around again. All banks are back open and have been for months, why is the lobby still closed. It is harder and harder to do business with USAA. Maybe they should spend less on ads and marketing and more on customer service training and resources. At one time it was a service first business, that isn't true any longer.

Switch Banks immediately. They use to be good but over the past few years they have gotten terrible. I had a house fire and lost everything. Me and my 2 year old daughter was homeless. My USAA adjusters tried to nickle and dime everything , and didn’t payout my contractor his full estimate. Run for the hills!!!! Your service and membership means nothing to them.

Zero stars for me, a member since 1990. USAA I hope you start to pay attention to these remarks. Service is steadily declining. I have been trying to get some very important forms signed for 3 months to no avail. I am going to start to transfer over to another credit union.

I’m grown disappointed lately with their member services. This is a Nickel-Dime operation, They charge for a lot of things most other banks dont. This Bank IS NOT your friend, they are farming you for dollars. Besides you can get a replacment Debit card at nearly any bank or Credit Union EXCEPT USAA not only are there no branches open, you have to wait for the snail mail to get a new card. If you pay the Express price of $8 it still takes 3-4 days.....This is a wortless service for veterans! Now I dont even want their insurance i feel they are nuthing but vampires.

Limits on cash withdrawals 10k. An hour and a half in the drive through to be told I can’t withdraw MY money. Either open up the lobby and get back to business or I’m going to RBFCU. Their lobby is open! Seems to me USAA might be going out of business.

I own a used car dealership in oklahoma. Called the 800 number for a lean release on a 2003 cavalier that had a loan on it in 2007. Was told they would fax and mail a lean release within 3 days. A week later i call back and the same lady puts me on hold twice and tells me she cant so anything for me, she cant look up the loan account by the vin number. I appreciate the help people. Do not reccomend a business that does not help resolve problems.

I feel that the service, rates, and benefits have immensely decreased since they started a massive marketing campaign sponsoring Bowl Games, half time shows, prime time commercials, etc. They already dominate all of the DoD for banking, why waste so much on a massive marketing campaign? Use that money to better serve your customers. Also their youth banking accounts are abysmal. My son racked up several $100 in insufficient funds trying to buy a few sodas with Venmo, not fully understanding how to use it properly. By the time we were made aware of it and educate him on it, it was too late.

I've been with USAA for over 26 years and I can tell you they are not the same financial institution they once were. It has lost it's personal touch, as it has become a major banking system. Here's what is terribly frustrating (see pic). The lobby has been shut down because of pandemic. I get that. However, they only have 5 lanes open for drive-thru. Hmmmm... How about converting 2 ATM lanes to drive-thru lanes. Took close to 1 hour to make cash withdrawal that exceeded ATM limit. Furthermore, one could see only 3 tellers thru the front window who were servicing those 5 lanes. Enough said. Sad state of affairs. USAA is at risk losing longtime customers... grumble... grumble...

USAA is a horrible bank to deal with now. I will be moving all of my accounts and insurance to another bank after the 1st of the year. I was ripped off for $7500 on my credit card and they have no interest in helping me. They keep saying it was because it was past 60 days. Their credit card reps told me they could still credit me the money but they are just choosing not to. There is no longer any benefits or reasons to stay with this bank. The insurance rates are now high, and they no longer have quality customer service. They care more about paying Rob Gronkowski to do commercials than to take care of their customers. I'm completely disgusted by them now and don't recommend them to any veterans thinking about joining.

I called USAA because I don't have access to a brick and mortar location. The representative on the phone disabled my debit card at my request. Then told me they would send me another one. Fifteen days later I called and learned that they did not send me another debit card. I asked to speak to a manager and got transferred twice and spoke to 2 other people that were polite and apologized, but they were not managers. When I asked once more to speak to a manager they offered me a phone call 24 hours later from a manager. Today I received my phone call, but it was still not a manger. USAA lied to me. When i asked them to overnight a new card they told me they were incapable of overnighting a card, obviously a lie. They are a major financial institution and they cannot overnight a document. That was an obvious lie. So after phone calls spanning 2 days I am without a debit card to access my bank account now for 16 days. I have banked with USAA for 22 years. I will be opening up an account with a local bank and changing my direct deposit to that institution. USAA representatives lied to me at least 4, maybe 5 times across 4 phone calls in 2 days. Do not do business with them if you care about credibility, honesty, integrity, and access to your money. If I could leave a zero star or negative star review I would.

I was so proud to say USAA was my bank of choice many years ago. Today I can not say that. Very disappointed the past serval times that I have needed them. It is not convenient, the customer service is rarely helpful, and the customers needs are less important then the company's desires. I have never been late on any payment with them but I am sure that someone else would love to have my banking and insurance business. Any suggestions who I should switch to? I am completely shocked to see the amount of negative reviews USAA has received. wow! Disappointed

I've been a member for 36 years and have every financial service necessary/available with USAA..auto, home and life insurance... banking, retirement and investments. I have never received better customer service with them than anywhere else in yhe world and its 100% of the time. Every. Single. Phone call. Inquiry. 100% answers and information. Sometimes at the weirdest times. I don't think anyone there has ever had a bad day. I would never dream of using any other financial institution for anything else. My entire family uses them and I couldn't give them a higher recommendation.

This is honestly a terrible bank now. Just open your lobbies. No one wants to wait an hour because the company is afraid of COVID. Just open it up. Y’all let go of all your employees awhile back and now you can’t get any. Bad move.

Don't join this bank! Their service is worse than any bank I've ever used. They lure in military and veterans with promises of treating them special and the best rates and prices. Then, once you've got everything going you realize there is only one place in San Antonio to do real banking. Every other location on the map is an ATM. Forget about cashier certified checks. You have to drive an hour and wait an hour. Corporate doesn't care as long as every employee gets a 20% plus bonus every year. That money is all the extra money they didn't use to make things manageable for the customer. It is overage charging and fees that we pay.

Here is my experience. I posted this on facebook and within seconds they made it private. I really used to love USAA, but simple tasks shouldn't happen like this and if they do there should be an easy answer to fix. Dear USAA, I am a long time member and also work in banking and technology and the website and support has significantly declined over the last 3 years. I had to call in to USAA multiple time and spoke to at least 6 different agents in order to fix my problem. My problem was with Web Bill Pay and changing the account to draw my external payees from. Even though the account was listed it would not allow me to change this. I was able to finally figure out by checking and unchecking some stuff though manage your USAA accounts. Basically a work around. The final agent I was on the phone with was very happy I figured it out and closed my request. This is a deficiency in your website. I next asked to file a formal complaint and was directed to a secure messaging site where the option to file a complaint related to banking is not available. A search of your website shows no way to file a complaint. According to the Consumer Financial Protection Bureau (CFPB) and the Consumer Financial Protection Act (CFPA) banks must create a complaint system. More specifically "The customer complaint system can take many forms, but it should provide a clear and simple way for customers to reach the company and for complaints to be heard, tracked and resolved." USAA is in direct violation with this. I have always considered USAA to be world class in support and technology, but no longer. Since USAA is a digital bank, I need to be able to perform basic transactions without having to call in. I would expect to be notified on how this will be addressed or I will escalate this to the OCC.

If no stars were possible that would be the appropriate rating. I've been with USAA for over 20 years and I've never experienced such deplorable customer service as what I've recently experienced. Wait times are extreme be it on the phone or in line for their outside banking tellers as their lobbies are now closed. And today all the ATMs outside their San Antonio location were non-functioning. What used to be is no longer when it comes to USAA and their now fictitious mission statement.

Arlette, Shauna,Michelle, Altamese, As a former QA Mgr and classroom academy bay trainer, I listen to every CSR with those professional ears and I'm not sure what has changed in your training modules but keep on doing what your doing because these individuals are all 5x☆☆☆☆☆ on all levels of Telecom Business Metrics... Arlette..early evening 7pm esque Tatiana..2 DAYS ago midafternoon...Altameese late evening..and today 3-2-22 4am Miss Michelle...I never worried about call resolution or handle times with my reps like this because they all insured retention and all stated they loved what they do and it was heard and felt over the phone. They exude and define what true empathy means and is. Rock Solid people Loving spirits excellent business knowledge= ME NEVER LEAVING 🇺🇸 USAA IF I WAS THE CLIENT I WOULD PERSONALLY PAY THEM A VISIT AND PUBLICALLY RECOGNIZE THEM as the example of AWESOME above and beyond means remember water boils at 212* because of that one degree difference in temperature

If you value your time, and money stay away from this institution. USAA isn’t what it used to be anymore. They are taking advantage of veterans on a daily basis…I’m convinced that they are better choices out there. Watch out for aggressive tactics, and poor customer service.

I would have gave zero stars for the drive through service. every time I come here to get a cashiers check the wait is always 1-2 hours. Who has this kind of time to wait. USAA you need to figure a better way to handle this. Why isn’t the lobby open yet? can’t we just wear a mask and keep our distance? seems like that’s been working for other businesses in town. it’s a good thing I have plenty of time to write this review, I mean there is nothing else to do while I’m waiting in your drive through line.

I went to the drive up teller this morning at 7:30 am and no wait. All the lines were empty. Also found out the lobby has reopened!!!!! M-F from 9-5, however, the coin machine has been removed.

Updated as of 12/2. Used mobile deposit to of course deposit a check that's over the daily deposit minimum. Was provided the one time limit and made the deposit, all good right? Nope. Woke up to a "deposit debit correction" simply because I didn't write the account number I wanted it deposited to on the back under where you sign endorsing it. Oops my mistake no problem. I was told after 30 minutes on the phone that the only way to redeposit this check was to either mail it in or go to a teller. Logged in to see what time the main and ONLY actual location opens and it appears the lobby still isn't open, and that lines are HOURS long to do simple transactions.

USAA used to be awesome. Now they are awful. 13 minutes just now in their awful phone system never getting to where I needed to be and finally getting hung up on. If you try to go in person you will wait for hours. I was told there was an hour and a half late to speak with a representative. I know they are making billions they need to spend more money on customer service.