After 20 years with USAA, this is my first written complaint. I can't say the relationship has been perfect, but I have been very satisfied until today.
I misplaced my ATM/Debit card four weeks ago. As soon as I realized it was missing, I immediately called USAA to cancel the card. They told me that instead of canceling, I could put a hold on it and after 7 days if I had not called back to tell them that I found it, they would automatically send me a new one. Two weeks later after I had not received a new one, I called again, to be told that for some reason a new card had not been sent out and that they will expedite a new one at no cost to me. That was over a week ago. Today, I called again to get the status, where the automated status said a new card had been sent out. Not satisfied with the automated response, I asked for a representative, whom told me that the card that was ordered has to be cancelled and a new replacement card, with a new number will be ordered today, and again expedited at no additional cost to me.
You would think an ATM/Debit card is no big deal. But try to get by without one.
I think I will stick with the insurance, but will consider a new banking option.