Over the past couple years, service has badly dropped off. It used to be much better. Now the Automated Idiot that can't answer anything is available 24/7.  Not against AI if it works! USAA's does not. 

 

Further the new homepage (I'm guessing the redesign was to make it better on mobile so that when there are updates they only have to do one set instead of a separate set for desktop?) absolutely Sucks! Can't find anything that I used to use on a regular basis. 

 

All in all, very disappointing. So I'm seriously looking now for a better bank. Anyone have a suggestion? My requirements are:

 

- Great customer service

- User friendly interface

 

Your suggestions welcome.

4 REPLIES

Hello @Longterm member, I'm sorry to learn that your experience with USAA has not been positive. I have located you in our system and will be forwarding your details to a subject matter for further review. ~Sarah

My wife and I (38 year member) began noticing a decline in USAA service several years ago, but were loyal due to their integrity. Once they threw away their integrity and became just another globalist corporation to support socialist and anti-American movements they lost our loyalty, and we transferred pretty much all our assets and business out of USAA. Banking-wise, we happily moved the vast majority of our savings to Ally Bank- an on-line bank that doesn't pretend to be your "neighborhood friendly" as USAA does- and we receive an interest rate (literally) 50 times higher than USAA: 0.5% versus 0.01%. We have several CDs with Ally but don't have a checking account with them, but our few customer rep interactions have been hassle-free. ****  We also started a checking account (along with debit card and credit card) with a small local bank, which indeed turned out to be a "friendly neighborhood" bank; if I need to call them the phone is answered by a person and the wait time is 0, as compared to the dreadful and deceitful USAA automated system. USAA, forgetting about their elitist political extremism, has simply become awful in all aspects of banking, including customer service and rates of return, and any bank that even loosely exists within the boundaries of legality is better than USAA!

 

 

 

***Moderator comment: Removed link

Agree 100%, I've done exactly the same thing.

As you will see if you start looking at the various message strings in this customer forum, you are not alone in your disappointment with the degradation of member care (i.e. customer service) especially on the USAA banking side of the house and specifically their IT/web management side of things.  I've been a member for 37 years (loyal to them because they were loyal to me) but recently decided it was time to part ways because of their determination to make changes for the sake of change regardless of the member's needs.

I recommend you take a look at local "hometown"banks to meet your banking needs.  I discovered that my local bank has a "heroes" account for service members, vets and first responders...no fees, all of the same features as USAA (on-line billpay, photo check deposit, etc.) and they're close so if I don't want to utilize my cellphone to take pictures of checks to make deposits, I can just drop it off at the bank...and, for what it's worth, they have better interest rates.  Oh yeah, their customer service is truly concerned about the needs of their customers.