I've had a DDA account with USAA for ~25 years, back when the only deposit option was drive to Texas or mail it in. USAA has always provided postage paid deposit envelopes.
The best part about the account is there are no fees. Some things have a small charge now that were free before, cashier's checks spring to mind. I've needed two in the time I've had my account so that is not too worrisome.
USAA has innovated. The Deposit @ UPS Store was great (you took the check to UPS Store and they sent it to Texas overnight). USAA was the first retail bank to use remote deposit (Deposit@Home). They've developed that further by incorporating Deposit@Mobile. Of course you can still go to the UPS Store (most of them) and make a deposit, but it is immediate not sent to Texas.
It is worth noting that USAA offered to help government employees with direct deposit during shutdowns. I don't know of any local bank that does that.
No bank is perfect for everyone, and I think that many people are annoyed by the extended hold times for Deposit@Mobile deposits. While it is clear in the disclosures that there may be a very long hold time on these, it does cause much consternation. I've never experienced that, but for larger items I simply mail them in or go to UPS. A paper item at a teller in Texas will always be fastest so sometimes you have to mail them in, or FedEx them in (we get a FedEx discount if you sign up through USAA Affiliate Services link).
I think the fairly rapid increase in USAA FSB customers has put a strain on the customer service staff. A number of complaints on here have noted that, and unfortunately I have experienced that myself. It was not a huge dilemma, but I should be able to resolve things with one call.
USAA fraud protection is very good. I've been called a few times now when a debit card or credit card has had suspiscious transcations. Once my debit card was used in two states 3000 miles apart but only a few minutes between transactions. USAA sent a replacement by FedEx and had the cash back in my account by the next morining. The credit card was really me, I guess I'm just suspiscious! I'm still glad they called. I've had Amex call several days after fraudulent charges from the Ukraine were made. Time is of the essence and I think USAA does a good job on that front.
I think that the broadening of eligibility, and the downturn in the economy made online banking a bit more problematic. The extended holds on mobile deposit seems to exacerbate that problem. USAA is not alone in having long holds for such deposits as this article from the Detroit Free Press notes. While these holds are necessary in the current climate because there are some people who will attempt to defraud the bank, those who are living check to check often find it a problem. The bank can't change the hold policy without significant risk, but perhaps more education on funds availability and the different deposit channels could be done. We sacrifice quick access for the convenience of mobile deposit, we have to decide what is more important and make our deposit based on that.
For me the convenience and no fees make USAA valuable to me and they provide my main DDA account. I've opened a CD at a local credit union (they had a promotion at 2%) and I can cash checks there against that account if I need more than I can get out of the ATM. That may happen once or twice a year and that is just recently.
Free of most fees, fairly good on line bill pay with at no charge, and almost all of the customer service interactions are done quickly. Although I may only call once or twice a year I may not be the best judge.
I'm keeping USAA for my checking account. I may shop some time deposit accounts around to get the best rate, but I think everyone does that.
