USAA Financial Center Telstar Dr, Colorado Springs

After being a member since 2003, I'm appalled at what this USAA has turned into. USAA used to be an organization that worked with it's members because they understood that military personnel have other things to deal with. Now I just get the runaround on why they can't help and how it's someone else's problem. USAA is just like any other bank now, with the same greed and horrible customer service.

This location has been closed for over 2 years now and some issues are much easier to solve face-to-face rather than over the phone. So trying to get issues resolved is a lot harder these days.. We called today to try to get our questions answered and they didn’t seem to care and never gave any explanation.. “It is just the way it is” and never actually answered us or put our minds at ease. My husband and I are getting frustrated with USAA even though we’ve been banking with them for 4 years plus.. UPDATE: Our account locked a week after this and we tried calling USAA.. again.. and we were on hold for 14 HOURS! That’s unacceptable.. so we finally switched banks and are perfectly happy with putting our money somewhere else we trust and can actually walk in and talk to a helpful human.

I would advise all people to avoid this bank at any cost. I've had a lot of banks over my lifetime and this one is by far the worst. They avoid doing their due diligence as often as possible when researching dispute claims and never resolve them properly regardless of submitted documents. Charges appear on statement days after being processed. I had been signed up for their auto insurance as well and they were unable to get my payment to auto draft after calling several times and then would charge a fee for late payment each month after assuring me my issue would be resolved, then denied compensation for the invalid fees. Incredibly difficult to even close the account. Will never use again or recommend to anyone.

I got a notification saying there was a hard inquiry about a credit card on my account. When I tried to login into the USAA app, it wouldn’t let me. I know this was fraud because captiol one called me asking if I inquired about a credit card. I DONT HAVE ANYTHING WITH CAPITOL ONE AND THEY RESOLVED THE FRAUD ISSUES WITHIN MINUTES…. Capitol one told me someone in New York was trying to apply for a credit card under my name. I was talking to an Arianna, whose ID is V24750, who works at Colorado Springs in bank services and she was absolutely the worst person to ever help me. Not only would she not help me but proceeded to hang up on me… I was extremely frustrated but it didn’t seem like she cared… She didn’t take the time to understand me and proceeded to argue with me over the fact she couldn’t do anything. I called USAA back and another gentlemen was able to take care of the fraud that was happening on my account and told me someone in Massachusetts was trying to apply for a credit card.. HOW WAS HE ABLE TO HELP ME BUT NOT ARIANNA ??? Ever since I got out of the military, I feel that USAA doesn’t care about me or my services with them. The past 3 experiences I’ve had with USAA have been horrible. All of them have been since I left the military. I’m to the point where I’m debating on cancelling all services with USAA.

I have been a member of USAA since the early 1970's. Up until a couple of years ago it seems like everything went downhill. Since that time the problems I have had have been too numerous to count. At this time I have several documents I need to have notarized. The USAA representative I spoke with on the phone told me just to go to any bank and have them notarized. Wells Fargo and Key Bank charge for the service. At least let members schedule an appointment for these things. Come-on USAA, I would like to see the return of the stellar service you once provided.

I searched on google to see if USAA had opened the Financial Center in CO Springs and see that it is still closed. The reviews previous to mine reflect a consensus and how I have felt for some time. It is obvious USAA has lost its way and it isn't just with banking. Their insurance rates are high, the customer service is nothing like it used to be and their representatives over the years, regarding Auto insurance claims, have been terrible to deal with. We cancelled all of our insurance with USAA after moving back from overseas due to the continued poor service and inconveniences. We will be banking elsewhere before month end and that will be it regarding our relationship with USAA. In 2012 my wife had a "minor" car accident, meaning no one was hurt and her vehicle was not totaled. It was repaired by an authorized repair shop in San Antonio and we were told the repairs had a lifetime warranty. That is not exactly true though. A friend pointed out to me that something wasn't right with the bumper/headlight area so I took it to a Factory Certified collision center to look further. When we called USAA, they asked us if we had wrecked the car since then, had it repaired and then called them. That would be an expensive hobby as the repairs, not done correctly were $17,000. They questioned why we waited 4 years before saying anything! As I said a friend in the automotive business noticed something wasn't right, and it was by millimeters but we were in the Northeast by then. Turns out the original repair facility did not have the proper equipment nor training to properly carry out the repairs per factory specifications, example: a place where there supposed to be 8 welds, there were 3, there was bent metal still in the tub area of the car, and also found were shims for the headlights. Who does that?! Basically we were accused of fraud by an adjuster but they did authorize the correct repair to be done. The shop that repaired it correctly did say it basically was not very safe to drive. Before I married in to the military I used to think USAA was the greatest and I actually believe they were. But... They have made some poor choices over the last few years and I can see I am not the only one that believes this.

I would trust the General Car Insurance with Shaq over USAA. Was involved in an accident where both the driver at fault and us had USAA and were completely left to rot after the accident. The at fault driver rear ended us at a stop light with us stopped at a red light lol and lied about it even after the police report said she was at fault. Our “claim handler” was useless and did nothing to get us a rental or force his own company to pay tow yard costs until we begged them after the tow yard said they would auction our car. He even stopped calling us back and his manager was afraid of the at fault agent lol. My elderly dad even had to drive out of state during the panarama pizza 2020 to us to give me a loaner car from circa 2004 to get to work. How embarrassing is that for us to do! Step up USAA. Before that, the at fault agent wanted us to pay an increasing total of $2000 for a not at fault bill lol what a joke. Agent after agent on the phone wouldn’t help us with anything and said the other party could deny the at fault. It took months to get a check for our car and one of us for injuries. Before we got the check tho, USAA was so unprepared they wanted us to take pictures of our car to write a total loss calculation and the tow yard was open M-F during banker hrs. Another day wasted! A year later with a LAWYER we won our case for injury, lost work, and property loss. We switched to State Farm after this for both cars and never had any issues. What a disgrace to service member families. They “Serve” only their own interests and profits. Their service made me sick to my stomach.

Very difficult to find any help because the USAA financial center has been closed for over a year. I guess you need to live in San Antonio, TX to get any real assistance or customer service....extremely frustrating because I really relied on the person to person customer service satisfaction I had been used to for many years...😥🤔😮👎

USAA 28 year member here, moving everything to Navy Federal. USAA is falling apart.

This review is for USAA insurance itself. To all vets: SHOP AROUND FIRST! I bought into the whole "we're here for the vets" flag waving bull without checking. Been a USAA customer for over a decade. I'm 58, a clean driving record, and they've been soaking me for $1800 a year on basic auto insurance. I did a simple check with Progressive, and their rate is $780 a year, for the exact same coverage. Shop first. USAA isn't doing Vets any favors. They're just making money off of waving the flag.

Since March 2020 USAA closed their financial center in Colorado Springs and has yet to reopen in any capacity. In a city with one of the largest collection of servicemembers they have only 2 ATMs at that location and IF they are both working the lines are long. It seems they plan to permanently close it, doing a disservice to their thousands of members in the area. We know "COVID-19" is the reason, but also know they saw an opportunity for more profits. I hope many members are doing as me and changing financial institutions.

There are only three places to DEPOSIT money at USAA in the Springs. All of which are on the opposite end of town that I live in. This location only has one ATM working, as the other is always down for servicing. There is always a long line. Why are there so few places in such a large military town? Not to mention, why is there not a location near Fort Carson?

Horrible customer service from the front desk guy to the lady in investments on the phone. Both acted like they didn’t want to be there and I was an inconvenience. The “security” guy up front wasn’t not friendly at all. Nevermind that I’ve been member for over 11 years and have given thousands of dollars to them. Now the facilities was nice. ATMs worked and I like the one stop shop for most things by using the little side phone rooms. Little impersonal but with the way they acted I’m okay with that. There was coffee and water behind front desk but was not remotely offered any. No “thanks for coming” or anything. For past years USAA customer service has gotten worse and not military friendly. It’s a guise for business. Can’t wait to quit banking with them someday. I’d rather have better customer service and less fancy of facilities—hence the 2/5 stars. They have to learn customer service goes beyond calling me by my rank and saying “thanks for your service” whenever I call in.

USAA used to be an organization that I bragged about when talking to my friends about banking or insurance. I don't what's changed with this company, but they are now one of the worst institutions that I've dealt with. This company is filled with 'empathetic' people who all seem to understand my frustration with their mismanagement of my funds and insurance, however they all seem to be incapable of actually resolving anything. This leads me to belivieve that it is a systemic policy problem with the company. Bottom line, there are other banks and insurance companies that are considerably more customer friendly and military oriented. Bank of America is not one of those, though; they're quite possibly the worst bank I've ever had the misfortune of dealing with, but that's another story. I've been with this company for 18 years, but their continued decline in customer care has become too much.

I don't really get what peoples problem is with this place. While unacceptable to still be closed after all this time, the ATMs work perfectly well and with a $5000 daily withdrawal limit and depositing capability, I find that USAA has at least taken steps to make sure you can conduct banking here still. I do wish the limit was higher, but I'm pretty sure 5k is higher than any other bank by far!

I had an account with them since I was young and never had issues with it in the past. Recently, now that I've gotten older, it's become worse and worse. I lost my log in info but USAA refused to allow email recovery and the number attached to my account was discontinued years ago meaning I'm essentially locked out. Tried calling their help number and either got a bot that wasn't helpful or was stuck in an infinite hold on the phone. Nice knowing my birthday money I had saved is now locked into a dead account. Thanks USAA!

I had fraudulent activity on my account cause some of my major bills to bounce before realizing there was an issue on my account last month. Once the issue was realized Usaa helped a great deal, they refunded all of the fraudulent charges and all of the NSF fees that occurred due to them. However the following month aka now, they held my paycheck that was deposited stating that it was because of the NSF fees(from the fraudulent activity) so they had to hold the money for 10 days. I Deposited the check on the first of the month so you could imagine what that does when your paycheck can't be cleared for 10 days, it's causing all of my bills to get again bounce. When I called the representative that I first spoke with was very helpful and said of course this issue would be taken care of because fraudulently activity was what caused it and sent me to a higher up. The higher-ups got on the phone and told me that because almost 5 years to the day ago I had a charge off on my credit she was choosing to deny Releasing the funds for my paycheck so now none of my bills can be paid for 10 days. She joked that if it had just been a few more days the charge off would have fallen off my credit and it wouldn't have been a problem but yet she was still going to deny it anyways.

They were amazing until the past few years. As USAA has changed their business practices to focus towards making money instead of helping customers, their customers have had to deal with the changes and know that USAA no longer puts it's customers first. They have slowly been removing different segments of their business and have been letting staff go, which has increased hold times and has effected the quality of service on any calls that you have. Their staff still tries to help you, but often times they can't help, even when they would have done the right thing in the past. I recently took out a home loan through USAA and would highly advise against that. They really dragged their feet through the entire process and made several mistakes which cost me thousands of dollars. I was even contacted by someone in the CEOs office and they agreed with what I was saying, but ultimately decided to do nothing about their wrongdoings even though they legally were required to. Given the amount, it's not worth taking them to court, but ensuring others don't have to go through the same process is certainly something I'm going to bring up. They not only never gave me the final price for the loan prior to getting to the table to sign, but they gave me incorrect information along the way and set the loan up incorrectly which cost me more money to close. Given that I had proof of everything and they still didn't care shows how USAA has changed for the worse over the years. Their insurance rates are still beyond what anyone else can provide, but their interest rates on Checking and Savings are subpar and I'm personally looking into switching all of my accounts away from USAA given I no longer trust their organization to do the right thing by it's members. Forget everything you've been told about USAA. They were an excellent company 5+ years ago, but as they change towards protecting their investors and move away from caring about their customers, they are just another bank who doesn't care about you and your family in the slightest and won't be there for you if you ever really need their help.

USAA has completely lost sight of what used to make this a great institution. You can no longer rely on their insurance to cover you when you need it, and they make it nearly impossible to get service. They have an online model for most things but for what you can't do online there are some branch offices. The branch office by me has been closed indefinitely now. I need a teller check for $10K, online the max is $2500. The only other option is to order on online and they said it can take up to a month to get it. Thanks for taking my money and forgetting whose it really is USAA. I was in an accident and needed a tow truck right away to get my car out of the road. I called USAA and they made me answer questions for over an hour before they would even start the process of getting me a tow truck. Because my car was in the road USAA the police had it towed before USAA even contacted a company. Then USAA didn't want to pay for the tow because I hadn't used their approved towing company. I miss the old USAA.

USAA has always said they’d be there when I needed them, but now that I really need help they haven’t been there at all. My card and phone were taken so I had to get a new number and email address. This made two-step verification impossible. USAA spent nearly two weeks trying to verify my identity, and that didn’t even solve my problems. USAA has been a headache to deal with. I went two weeks without money or even knowing how much money I have. They really let me down. And without having a brick and mortar location I’m forced to deal exclusively over the phone. I will be changing banks as soon as I settle all of this.

They used to be decent. Now, they will lock your account out and card up for legitimate activity, while logging in other times I can see fraud on the card. Also good luck with either chatting online with them or phone. HOURS of wait time. And 99% of the time, they'll have to transfer you somewhere to get an issue fixed, half the time it's dropped, the other time it's a long wait to the wrong dept, and have to start over. I have wasted sooo many hours with them They never listen to the complaints, and offer the worst customer service in the industry. They should be able to work together on the back end instead of giving customers run around to fix something like getting your account unlocked, or your credit card, but no they don't. I've moved most of my money and services out and will continue to do so,

I am all for Covid precautions, but I find it pretty amazing the Colorado Springs banking office is still closed 1 year out. All other financial institutions are open in some way. It then took me 45 minutes to get an answer by phone and $20 to send certified mail to San Antonio. I've stuck with USAA since I felt their customer service was worth it despite their obviously higher rates/worse APYs. Recently it seems their customer service has been terrible and they've been downsizing or offloading their financial products. I've been moving most of my USAA accounts to NFCU and Vanguard.

I have been a USAA member since 2006. I am super disappointed that the branch in Colorado Springs is still closed. I called USAA to inquire when the branch will reopen. She could not provide me an answer. Every other bank is open in Colorado Springs, to include Navy Federal. It seems Navy Federal wants me as a member more than USAA.

I used to bank with them but when thousands of dollars were charged to my account (unauthorized) they were far from helpful. Somehow I was renting a car in Maui, having a week long Disney vacation, and flying overseas all in the same day. I went in today to cash a check I received from one if their clients and the lady behind the counter was very rude. We'll never do business with USAA again. I'm still paying on unauthorized charges they refused to help me out with fixing.

I've been a member for over 30 years, auto insurance is no longer competitive and customer service has become infantile, not many reps with common sense. The service center in CS SHOULD be open by now, luckily I have an account with ENT to do business with here. USAA needs to start thinking about how they operated before they got so big, poor customer service/retention.