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Insurance stinks now as well, and their rates are higher that the competitor. Read the comments and complaints online with a Google search, "USAA Complaints" and you will see they are an insurance company and not a bank. I've been with them 24 years and watched them go downhill every year.
I'm starting to feel the pain. Started with the loan processing and it's painful. I already had a bad experience back in 2001. Ended up getting a loan at another bank in 10 minutes and got a better rate. It just seems you have to jump through so many hoops to get a loan. If they want our business, why is the process so painful?
My mortgage/refiancing experience with USAA went soothly. However, when I called to inquire about paying my loan back every two weeks versus once a month, I was told that this option was not available, nor never would be. Counting on USAA's "watching out for the military member" reputation, I was a bit taken aback that USAA would not even try to help the military member save some monies and pay off the loan earlier. What was even more insulting was not finding a USAA avenue to complain.