USAA Banking Reviews

I had a fraudulent charge (fake "gold" jewelry) on my USAA credit card, and proved it to USAA. Because I only had the charge receipt, not an itemized receipt, they denied my claim. My sister had a description scribbled on a post-it note by the seller of her purchase, made on her USAA credit card at the same time with the same person at the same shop as my purchase, and they honored her dispute. USAA promised me that I would not have to pay for fraudulent charges, but based on this technicality, they did not honor their promise.

Honest review here. We've been with USAA for 18 years+. My husband is retired USAF. USAA has randomly, consistently and without cause or reason removed me from joint accounts- banking, mortgages, and cc -for years. Two weeks ago, I contacted USAA regarding a homeowner's insurance question and was told that I had no authority to speak to them, despite the fact that I have personally handled all aspects of both our homeowners and car insurance with USAA directly for the last 18 years. And mind you, they're not particularly polite about it. We escalated the phone call to a managing CSR to ask when this had occurred. The fool told me 2004. We weren't even married in 2004. My husband wasn't with USAA in 2004. They just don't know what they're talking about.

I used to love this bank. But, not anymore 1. Why do I hear Spanish when I call? This is supposed to be a bank for Veterans. Everyone in the United States military speaks English. 2. Why did USAA have to update its app? Most veterans don’t have phones that support it. 3. Why did they stop thanking us for our service? This bank has really gone downhill.

I have had people getting into my account for the past 6 months taking several thousands of dollars out of my account. Hell, those people have better access to my account than I do!!!🤬 They hold my funds so I cannot pay my bills. They keep stating they will escalate the issue but just found out they NEVER did. These people get into my account and add their auto pay to my account then withdraw the money soon after that. I have been with USAA for OVER 30 years and have now started closing ALL of our accounts and since their insurance is way too expensive and they refused to help after a hailstorm. We will NEVER use them again, what a letdown USAA is anymore. Stay away from this pathetic bank.

If I could leave a zero I would. I have been a customer for over 18 years and have lots of accounts with them. I had a company cut me some checks and when I received them they were past 90 days. I called the company and they said they were fine to deposit. More than three weeks after depositing the checks (and 3 weeks after the checks clearing) USAA illegally closed our accounts. Upon talking to them 3 different team members stated they were wrong for closing the accounts and holding our funds, yet here we are stranded out of town due to their illegal and immoral actions, and if this is how they treat an 18 year veteran... DON'T TRUST THEM WITH YOUR MONEY OR ANYTHING ELSE.

21 years of banking with USAA and their customer service has never been this bad.. Only means of banking is online and ATM.. They shut my ATM card down, marked fraud and then tells me it will take 72 hours to restore the card.. Beware of their non existent customer service. Their rep told me to use a credit card until they could fix the issue. There was never any fraud on my account.

I tried to send a wire transfer to my son's landlord. They decided it was fraud and shut down access to my entire account. That was Friday. It's now Monday and I still can't access my account. I've called 3 times and the response is always "It's under review." I tried to cancel the transfer and they wouldn't let me. After being a customer for over 10 years, I'm done with them.

Terrible bank and terrible customer service! It's like dealing with Nazis. USAA Bank is threatening to close all my accounts if I don't send them my sister's death certificate! I live in Asia and don't have access to her death certificate in the United States. They don't care and continue by to harass and threaten me. AVOID this bank at all costs so you don't get trapped with accounts that they will threaten to close for ridiculous reasons. AVOID at all costs.

I am a 100% service connected disabled veteran on fixed VA disability income. I have held a USAA RV loan since 2019. In May 2020, USAA sent me written confirmation stating "No interest will accrue during the extension period" during a COVID relief deferment. My payment history obtained directly from USAA shows the first payment after that deferment was entirely consumed by interest with zero applied to principal — directly contradicting their written promise. Over 6.5 years, I have made every payment early, never once late. I have paid approximately $53,895 toward a $75,000 loan and still owe $62,711. Fourteen payments totaling $10,922.55 were entirely consumed by interest, with nothing reducing my principal.

The first person I spoke to set up my account wrong. I had to go into file recovery, which sent me to a different department. She said I would get a call in two business days. I did not so after a week and a half I called back and the lady had no idea what was going on and I had to go into file recovery again. It was a mess very difficult to work with. I was on the phone with them probably three hours over the last two weeks. I am not dealing with this company.

Insurance cost is outrageous! Bill pay now sucks! Customer first was gone years ago. USAA is no longer, since they sold out to another company. Military members is no longer any concern. It's just another profit bank like any other, screwing over consumers.

We've been loyal USAA customers for almost 30 years, since I attended Warrant Officer Candidate Schoool in 1998. I've found customer service to be decent overall, but like most places; there is oftne some person that is having a bad day. Aside from insurance costs rising with no explanantion, claims adjustors who don't communicate, it's their online banking bill pay that has become the final straw for us. Bill payment was previously simple and intuitive...not sure how the decision came about to make the change last year, but to be blunt and honest...it's no longer easy, or simple and it just plain sucks.

I experienced a $400 discrepancy during an ATM cash deposit with USAA and was unable to get the issue resolved. I inserted 50 twenty-dollar bills ($1,000) into a USAA ATM. The machine rejected the transaction and returned 30 bills. The remaining $400 was neither returned nor credited to my account. During the investigation, USAA provided electronic journal logs showing “50 items” inserted and “30 items” returned. Despite this discrepancy, I was never provided a clear explanation reconciling the missing funds. My claim was denied after internal reviews and regulatory complaints.

Poor General McDermott. He sought a way to make things easier for his subordinates. That was a selfless and extremely generous undertaking. The last few CEO's trashed his good intentions. I've been a member for over fifty years. The last fifteen of those years there has been a steep decline of products and quality of service. The recent leadership should be ashamed.

I started a new job and my first check was a paper check. I deposited it into my account and they froze my account instead of cashing my check. I was working out of town. I had $50 in my pocket. And no way to get a hotel or food made numerous attempts to find out what happened. How the review worked? And if I could speak to somebody about because it even froze the money that was already in the account. So I got to spend 3 nights in my vehicle. And had to borrow money from co workers for food.

After 15 years I must say I am extremely disappointed in USAA. My wife fell down the stairs breaking both of her arms and neck. Our insurance was canceled for nonpayment. We checked our email accounts and there was nothing ever received. We paid the late amount and called in to get the issue worked on. We were flat out told that they could not help us and that if we wanted insurance it would be over 300 additional dollars over what we had been paying and that we would have to start a new policy and pay the entire amount up front. Very disappointed with the service and company after being with them for so long and dealing with a major family crisis and told it didn't matter. Basically being gone told we didn't matter. I would suggest staying away from this company for any type of insurance.

Member for 31 years so I've been around long enough to watch the decline in almost every area, from banking, to auto and life insurance. This is a systematic top down problem. The entire executive team is tone deaf to the problems their policies have created. As member owned organization there is zero accountability among the executive ranks. USAA has gone from a member centric company to just another bloated banking and insurance company. I experienced first hand their predatory tactics when they renewed my life insurance that I specifically instructed them to cancel. They debited my checking account the outrageously high rate for several months before I caught them. They gave me the runaround before only agreeing to refund me part of what they stole from my checking account. Their member advocacy team is complete joke - it's very clear where their allegiance lies, with their employer.

Loyal customer over 35 years, never have I been so disappointed with USAA banking services. (Auto insurance is only reliable product that remains.) My local bank offers better service, no longer waits, no hidden fees, more personalized service.

I was in an accident and it’s been 7 days and my adjuster or her manager won’t call me back. They don’t reply to messages inside the app under my account and all 3rd parties have been prompt to follow up with me, yet MY INSURANCE company won’t take its own member’s calls. YOU PAY FOR THE MARKETING OF COMPANY WHO PRETENDS TO CARE ABOUT OUR ARMED FORCES AND THEIR FAMILIES. IT'S B.S. I will be leaving them for another company and take all my products to another. By the way I’ve got quotes and they’re about 30% cheaper….Glad I figured this out sooner than later. Sad to look deeper into the complaints and see a track record of customer neglect.

See their recent (2024) problems with the Office of the Comptroller (OCC) and expect them to get away with as much as they can. Thankfully, filing complaint with the OCC does appear to get their attention.

Everyone that have USAA banking knows that USAA has been known to called their customers and verifying their customer with six digit pins and full name. I recently had a phone call from 1-800-531-8722. Yes, that's USAA phone number. Well when I answered I was told to confirm my accounts like I mentioned above. Next thing I know I got disconnected and I had a notification that money was being sent to my CashApp account. I notified USAA bank right away. The representative saw and noticed that my accounts was hacked. They gave me a $5k credit because that's the amount it was taken from me.

I have been a USAA customer for over 30 years, and it has turned from the best bank to one of the worst. They are constantly making errors, their chat function is useless even when you reach a real person, and their customer service is a complete joke. I recently uploaded tons of documents to open a new account and they just....lost them. Like seriously, lost them. I have scaled back my services with them and shortly will be removing myself entirely once the last annuity I have with them ends. If you ever wanted to write a review of how a bank can go from the top one in the US to one of the bottom 5, this would be the place to go.

I have been a USAA member for over 35 years and have seen the slow decline of the company. Numerous issues with the call in screening process, problems with the bill pay app and generally getting the quick and helpful customer service I was used to. Today I went to add my father's new bank account to enable me to transfer money to him and I could not find the process any longer online. I called a representative and they said they took that capability away unless I have signature authority on the account or we could use Zelle. My elderly father lives across the country and is not good with technology. They then recommended I pay for a wire transfer. I ended up transferring the money to my NFCU account which easily allowed me to add my fathers account for external transfers. I have been with USAA so long that I am hesitant to change, but NFCU is looking better and better as an option with much better customer service.

The customer service is awful. In the past my account has been Frozen. I have had to wait 2 weeks for a check to clear. I've been waiting now for the last 2 days for a refund that was issued back to my account. The customer service agent said it could take up to 5 days to go to the "process". I just don't feel like this Bank takes care of its customers. I will be leaving it.

USAA banking BillPay service has not worked properly for months. You often need to program an online payment multiple times before it works. I have spoken with them and they realize they have a problem. In fact, when you use BillPay a message pops up that says customers may get errors and have to start over, they know of the problem, and are working on it. This message has been there for months also.

USAA BANK took my veteran's disability payment when needed for surgery. The U S C LAW SAYS no bank can take the funds even if the account is negative. The bank replied that the bank doesn't have to obey the law and could care less about the veteran's rights or necessity.

Updatd on 12/13/2025: A lot has happened since my last review and as of today I finally got all of my money (except $8.10) out of the USAA bank. I also made sure there was no foot print left to my new bank. I work up today at 3 AM as normal and checked the USAA accounts because my intent was to use the ATM and get the rest of my money. But, they did it again, they locked me out, out of my cell phone access, out of my computer access but this time I was allowed to call.

I've been with USAA for over 35 years. The customer service has gone downhill. I called today to dispute a debit charge and get a new card, with new numbers. I was told it takes 7 - 10 days to receive the card. They charge 20.00 to send it out next day. For a long time customer they couldn't waive the fee? Who can live without a debit card that long?. Hopefully this new CEO will do better than Mr. Peacock did.

USAA introduced Bill Pay for convenience. You could pay 1 bill or 10 bills at the click of a button. Now they are no longer convenient. You can only pay 1 bill at a time. So if you have 10 bills, you will spend more time paying your bills because you have to continually go back to the page to make a payment. Are the patients running the asylum at USAA now?!?! What is the reason for having to pay 1 bill at at time?

My wire transfer was denied after I received a confirmation. Why? The bank simply said they refused to handle the transaction. If you are considering opening a new account you better think twice about USAA.

DO NOT USE THIS COMPANY FOR YOUR BANKING!!! I changed my phone number on their APP from my Cell to a Lan line, and it has been a nightmare ever since. Without notification or authorization, they locked my account and refuse to allow me to access it, close it, or do anything till I give them a cell phone number - which I don't want to do. So they basically have high-jacked my account and are refusing to do anything to let me back into it till I give them a cell phone number. Run from them as fast as you can and never use them!@!!

I am a veteran and USAA Banking does not actually support veterans. I have been with USAA for over 19 years. You will receive better service from Navy Federal. My advice is for you to go there when trying to receive funding for your car receiving a loan or any other service that requires credit approval. To add, during the Government Shutdown, Navy Federal will give you a loan not subject to credit approval based off of your direct deposit if your receive federal pay. It is ridiculous during these trying times that USAA wants to offer the same type of service in which you have a guaranteed direct deposit from your government pay check and requires credit approval. This is a SHAME.

I’ve been a member for almost 30 years. For 21 years USAA was amazing! The past 9 have seen a steady decline in quality, products, services, and prices. Where we once had no questions USAA had our backs, we now fight a system of red tape and “I’m sorry, that’s not how we do this anymore.” Or “You didn’t buy that extended extend coverage, just the regular coverage.”

USAA bill pay system did not pay one of my bills on time, resulting in $88 in last fees and interest. The payment also did not show in my transactions for almost 2 weeks, so during that time my account balance was significantly inaccurate which could have caused bounced checks if I did not have a substantial balance. After almost 2 weeks of phone calls (as long as 1.5 hours) they said all they can do is submit a case to a 3rd party and I MIGHT get $50 refunded but not the full amount even though it was their error. They consider the case closed once they submitted to 3rd party, no indication of who is following up from USAA.

Still attempting to change beneficiary information on checking account. USAA rep would not accept my middle name initial even though it is my full legal name. Reps refuse to send crucial paper copies and then put incorrect beneficiary information in your inbox. Instructions on how to forward said documents are nil. As of now, critical legal documents are totally incorrect due to USAA.

These crooks closed my checking account with ZERO notice. To cap it off, they said I couldn’t get my money in there for 60 days! They locked it down…checking and savings. This caused huge problems paying my bills.

I have been a member for many years and I am impacted by the government shutdown. I applied for a loan and was denied. I have over 10k that goes direct deposit and didn't qualify. I'm leaving USAA! They don't take care of Veterans. At a time like this, why would credit scores matter when people don't know when they will get paid. I wasn't asking because I want to vacation, I'm trying to keep my head above sinking waters. I think I need to find another place to get my VA benefits and paycheck!

I've been with USAA now since 1989. We have our home, car, umbrella, personal property and pet insurance through them. Absolutely outstanding. (Can be a little expensive for the homeowners but we filed a few claims.) We also have multiple accounts including investments. The app is really easy to use - very straightforward and the customer service has been excellent. Highly recommend. I'll never go anywhere else.

It's unbelievable that there's no way to deposit cash into your account. You can't just go to an ATM, like with any other bank, and deposit cash. That's caused me a great deal of inconvenience lately. After 40 years, I'm moving onto another bank.

If your issue isn’t fraud but non-delivery or broken service on a multi-layer digital purchase (gift cards, game credits, redemption codes), go straight to the merchant/developer first. In my experience, USAA reduced my detailed claim to “services not satisfactory,” leaned on the seller’s “no-refund” boilerplate, and did not address whether the end service I paid for was actually delivered. While that dragged on, I lost the time window to get relief directly from the merchant. The process felt template-driven, not evidence-driven. What I wish I’d done on day one (so you don’t waste time):