No Deposit@Home

[Rickster7097]

I am highly disappointed and upset that USAA is discontinuing Deposit@Home and requiring everyone to use the mobile App. Not only is my computer network far more secure than a mobile app for such sensitive transactions, it is far easier for me, as a 73 year old with vision issues, to use. I am not sure who USAA consulted in making the decision to discontinue Deposit@home, but they did not consider the many retirees in their customer base. Please restore Deposit@Home forthwith!

[oldesoldier]

All too true.   USAA services supplied has declined over the last few years!   May be bad; may be good.   It started out as an insurance company; then branched out to investments and banking.   As it grew, it seems to have lost contact with members.   Got too big, essentially.    As I recall, it was the biggest bank that didn’t take bailout money.   Some here mention USAA hired a lot of Well Fargo personnel.   Wells Fargo was infamous for the bad business practices, ghost accounts, and losing millions.   Hope they didn’t bring over all the practices that failed there.   That’s why I tend to never keep more than $2-5,000 in USAA.  I used three credit unions until I added a fourth one for my wife’s new car.  USAA’s phone system wouldn’t accept my PIN and decided my birthdate was wrong; and the app didn’t work, so I couldn’t fill out an application.   Not whining, but USAA simply has a broken phone system and issues with IT that seem to get worse every time it’s “improved”.   Don’t recall USAA having the ability to deposit checks via computer; but my primary credit union does, so no problem.   At 75, I agree USAA and other companies should make efforts to ease use challenges!

[USAA Social Service]

@oldesoldier - We are sorry to hear you feel this way, but we appreciate your feedback. We strive for excellent service every time and your comments will help us improve future service - Jason

[LFWejr]

I found a credit union that offers this benefit so I'll do money order and paper check deposits using the credit union from now on... they allow use of PC and Scanner from Home.

[LFWejr]

Welcome to the Party, PAL !!

[Murdini]

I just got back from a deployment to find deposit@home is "retired".  Completely rediculous.  That was a HUGE reason I loved banking with USAA.  You took that away.  How is it possibly too hard to have mobile and desktop versions at the same time?  I'm not using your stupid app.  What a dumb way to make people leave your bank.

[USAA Social Service]

@Murdini, Welcome back and sorry to read of your disappointment. Retiring deposit@home and focusing on deposit@mobile allows us to streamline product offerings and focus on further enhancing the ability for members to quickly, conveniently, and securely deposit funds. However, I have your info here and I am forwarding your concerns now about the change. Appreciate you reaching out about this. ~Tom

[TX_Rose]

I'm totally new to this forum & not quite sure how to best post my views, but have seen numerous posts by people unhappy with Deposit@Home being removed, and felt I strongly enough to add my disappointment!!  I am a 40+ year member and have relied on Deposit@Home for years.  I use my cell phone to make phone calls, not to do banking - whether you say it's safe or not!  I prefer my scanner & desktop for the same reasons that many contributors stated.  Esp. during the pandemic, when not even your local office has been open for over a year and drive-through lanes take hours to get through, at least I've been able to use the Deposit@Home tool.  I thought you had pioneered this technology & sued others that used it - so why are you abandoning it???  Please reverse this decision & let us know of a positive outcome at next week's Annual Meeting!!

[USAA Social Service]

@TX_Rose, I understand your disappointment with the retirement of Deposit@Home. As a 40+year member, your feedback is extremely valuable. Therefore, I'd like to share your feedback with the appropriate USAA team. First, I'll need to locate your USAA profile. Please send a private message with your full name, phone number and email address. ~DC

[Ron1234]

First experience today using the Mobile App for check deposits

• Took at least twice as long, if not more, compared with using Deposit@Home
• Difficult to get the phone in just the right spot, with decent lighting, to get the front and back pictures.
• Some difficulty also because of visual problems.
• No local record of the check and deposit (images of previous deposits were saved after I scanned them)

I notice you mention other options

• Deposit by mail -- with today's mail system, you've got to be kidding.
• ATM -- Nearest ATM to me that accepts deposits is 163 miles

Any more "enhancements" in store for your members?  I can't wait to see how much more "convenient" you are going to make things.

And don't bother to refer my complaint to someone who is just going to listen to me on the phone and do nothing, which is what has happened in the past.

[USAA Social Service]

Good morning @Ron1234, I hope you are doing well. I regret to hear of the issues you are having, please know this is not our intention, our goal is to make things easier for our members and more convenient. I was able to locate your profile and will engage the appropriate area to review. If additional information is needed they may reach out to you, we appreciate your patience in advance. -Emily 

[BrownieBug]

Your experience makes me very happy that I closed all of my bank accounts (checking, savings, CDs) at USAA over 5 years ago.

Now they are just my auto insurance company.

50 year member.

[USAA Social Service]

@BrownieBug, we are saddend to know you have chosen to no longer bank with us. If there is anything we can address, please reach out.

We greatly appreciate your long time membership & trust. 

Have a wonderful weekend! ~ Lori C

[BrownieBug]

I've already been called by "the office of the CEO" about this.  That was a total waste of time.

[USAF_Ret]

It usually is 99% of the time. LOL. I'm sure it's just to put some monthly stats up in of the boss to show how engaged they are with members, and NOT how many cases they actually resolved to the member's satisfaction.

[T-Bird]

I also got one of those calls "from the office of the CEO".  REALLY?!  Then why did the caller ID say it was from Garrison Property and Casualty Insurance Company which is a subsidiary of USAA?  Sounds like the "few" complaints overwhlemed the switchboard so they farmed out the task of responding to the "B-team".  That's not unheard of, but to have the caller identify themselves as someone who works directly for the CEO when they're not even directly on the USAA payroll?  Not cool.

Seems pretty shady and decietful to me!  Enough so that I am just about done switching all of my banking from USAA to my local bank.  (Which, by the way, is providing me with all the same services (bill pay, etc.) as USAA with no service fees.)

USAA once was a member-focused/service-focused organization.  Over the past few years that focus has been lost.  It's sad.

[Inquiring_Inquisitor]

Yeah, thet two calls I got were more than a watse of time.  They were really insulting.

[USAF_Ret]

I don't bother to answer if I'm home. I also include the comment below so they can try to focus on those members who really need help.

USAA CSR: No need to escalate.

[USAA Social Service]

Good afternoon @BrownieBug, I regret to hear you feel this way. I will share your feedback with the appropriate area, if additional information is needed they may reach out to you. Thank you in advance for your patience. -Emily 

[USAA Social Service · Accepted solution]

Many of the comments regarding the retirement of Deposit at Home are due to security concerns, of using our mobile app vs website via home computer.

Please know, that our members information, privacy & security is a top priority concern to us. We have processes in place via phone, chat, website and mobile.

Here is some information that may assist with any security concerns you may have.

Take a look at each tab within these pages. 

• www.usaa.com/inet/wc/security_center 
• https://www.usaa.com/inet/wc/usaa_mobile_main
• https://www.usaa.com/inet/pages/security_token_logon_options

I hope this helps to put your mind at ease. Have a great weekend. ~ Lori C

[luvYOURsite]

This is not just about security of having to use our phones for depositing checks. It is about convenience, and for many older folks that you serve, the phone is just not a convenience. Tiny keyboards are exhaustive. Judging from all the posts here, and I gather you don't deem them to be enough, many of us just don't want to lose the capability of using our computers for depositing checks. Mailing in takes too long. ATMs are not convenient if one must leave their home to drive to a competing bank (some of us can't even drive), and only if one lives in San Antonio do we have a USAA branch available. I am assuming that this is a dead issue with USAA and that we are going to lose this one benefit that has been in existence almost since you started a web site. This seems to be a game changer for many who are taking their business elsewhere, and they deem that USAA just doesn't care enough to retain this service in order to keep their business.