CHRISTOPHER E.

I have been a member since 2005 and initially was 1000% thrilled with my experiences with the FSB and Insurance aspects of USAA. Then suddenly, around 2015-2016, not a single encounter with USAA was pleasant. Rude customer service agents, funds magically disappearing from accounts, fees out the Yazoo, just disgusted overall. Then it seemed to hit an all time low during the pandemic. Insurance policies being canceled for non-payment 10 minutes after submitting an online payment, via USAA bank account, using my USAA debit card, on the payment due date, and submitting payment for the full policy amount and not the monthly minimum premium due, then being denied ability to reinstate coverage, and having paid the premiums for the entire year and being denied coverage, or a refund, I had enough of USAA and gave them, BBB, and Dept of Justice a piece of my mind of the experience I was having and feeling like I was defrauded by my own financial institution, I started having high executives reach out and correct the issues. The past six months have been much better experience and the nearly $500 in erroneous fees charged were refunded, my experience lately is more likely to allow me to continue banking with them, but I was done. They still have some making up to do especially after the extremely low, disgusting experience of their agents, but they are trying to get better. I am now neither completely displeased nor uber thrilled with them, but right in the middle. The years of horrible treatment have scarred them for sure.