Customer ReviewsforUSAA Federal Savings Bank

The hold that they put on checks is ridiculous. I had someone write me a check and I had no way to deposit it except to use the mobile deposit feature. There are no banks or ATMs within an hour of me. The check was only $450 but is being held for nine days. I called to let them know that I needed the funds due to an emergency. It has now been six days and the funds have still not been released. I explained to customer service the extent of my need and what my emergency currently is. They had zero compassion. I am now stuck in a situation that is very unsafe and I have to stay in it for another three days. I was told I should have kept a higher account balance, and then the funds wouldnt have been put on hold. They are making it impossible to escape the abusive situation that I am in. I wouldve loved to keep money in my account had I had access to it. They have put my life in danger and there is nothing that I can do about it. No person should ever reach out for help and then not be able to receive it because of bank wants to hold their money for nine days. That is life or death in some situations.

Dear ****************************,
Thank you for sharing your concerns with us. Please know, we escalated your feedback to the appropriate member advocate for additional review, and they will follow up with you directly in the next few business days. Your membership and feedback are appreciated.
Sincerely,
******************

I deposited a certified check with USAA for an amount of less than $10,000.00. It placed a hold on the funds for seven days despite immediately receiving funds from the certifying bank and earned interest on my funds for 7 days while denying me the funds. This is all the while speaking with me regarding the issue and refusing to correct it and also knowing the funds were needed.

Dear ***********************,

Thank you for sharing your concerns with us.

Please know, we escalated your feedback to the appropriate member advocate for additional review, and they will follow up with you directly in the next few business days.

Your membership and feedback are appreciated.

Sincerely,

**************** 

I have been a member for 7 years. I became disabled two years ago. A world of shady people later I'm working 60h a wk for $300 because its the only job understanding of my disabilities since the doctor in question refuses to release any records. I'm a stuck single mom. So imagine my surprise and difficulties when a $150 payment sent through ***** used before to my acct from the same person as before through several transaction never shows. Then 60 days later they start putting 7-10 day long holds on my paychecks when they used to clear instantly. Not one have ever bounced or had issue. Account has never in negative or overdraft. But because my ex-husband on another account was irresponsible 3 months ago SUDDENLY out of nowhere USAA is reflecting that upon me in an unrelated account. And when I called to ask questions the clear date of 31MAY24 was extend to 4JUN24. I already skip meals to make sure my kids eat. But 3 rounds of 'tier one' and another bank and accountholder chasing USAA to give me the money in defense of me I have never received a call back and they claim there's nothing they can do but submit requests. Hold no one accountable. Their policy is 45 days with the Zelle. Last I checked 70 is far greater than 45. And the multiple "you'll receive a call within 2-3 days."Also, a violation of multiple governance, they refuse to provide their legal **** info or address to be served. They cost $1500 in the wake of refusing to just deposit the $150 not to mention the $536 in fees and interest I'm now paying because they will not release my paycheck funds. I do the books for the submitting account for the paychecks. I will not deposit my check if the funds are lower than this business owner's comfort level or several customer's have yet to pay their accounts. I already put myself out I don't need a sharky bank to do it without my consent.

Dear *******************************,
Thank you for sharing your concerns with us. Please know, we escalated your feedback to the appropriate member advocate for additional review, and they will follow up with you directly in the next few business days. Your membership and feedback is appreciated.
Sincerely, *******

No customer service. It takes me about 2 to 6 times calling every month to make a payment on my home equity loan. Seems as though they are trying to foreclose on my home since it has a small balance. I have a new debit card with the same number but only the expiration changed and USAA cant change the expiration number in their system to take my payment. Well that should be embarrassing to a so called professional company. I get a different story every time I call as to why they cant take my payment. I dont dare send a check in the mail that would accidentally end up in someones garbage can. I do not recommend USAA for anything. This company is not to be trusted.

Dear ***********************,

Thank you for sharing your concerns with us.

Please know, we escalated your feedback to the appropriate member advocate for additional review, and they will follow up with you directly in the next few business days.

Your membership and feedback are appreciated.

Sincerely,

**************** 

USAA is the worst bank for military or anyone else. Our account got hacked, we were told everything was fixed and good to go, they froze our account a week later, failed to tell us and then our bills on autopay didnt get paid, our life insurance didnt get paid and got cancelled. We were without money, we kept calling and getting transferred around with no help. I finally wrote to the *** and got zero response. We have been with USAA for over 30 years and now have moved our money to a different bank. USAA has gone from the best to the worst bank ever and we have since transferred our accounts to a different bank. If youre looking for good customer service or a bank that truly cares about your needs, USAA is not the bank for you. USAA touts themselves as being a great bank for military and veterans, but as a veteran, I lost several days of work and pay because of USAAs mistakes and miscommunications within their company which 4 months later, we are still fighting to right the mistakes of USAA on our finances. I would not recommend USAA to anyone. Their insurance rates are the highest around, they play shell games with mortgages to s**** you out of money (by paying higher interest rates and asking for the highest down payments) and refuse to get you to the right departments because they are in an office somewhere that no one is allowed to have their phone number (the fraud department). USAA, you should be ashamed of yourselves as a company that went from helping military members and veterans to a company that just wants to s**** people out of their hard earned retirement and money.

After 35+ years, I've hit my *** excuses for the decline in service and support from USAA. At every turn, they continue to treat clients like numbers. Today was the last straw, a Zelle deposit that typically is available instantly, is being held without any notice and despite both the originating banks and USAA's confirmation of receipt and deposit. The money is being held and unavailable causing financial disruption to my account. I make these same deposits almost weekly and have never had a "hold" placed on my Zelle Transaction. To make it worse, the service rep gave a lame excuse like it's ******* fault. No it isn't, it's sitting in USAA's account. Terrible service and no longer caring of their service men and women. Maybe take some of the money wasted on Gronk commercials and get back to supplying premier service to our military service men and women.

Dear ***************************,
Thank you for sharing your concerns with us.

Please know, we escalated your feedback to the appropriate member advocate for additional review, and they will follow up with you directly in the next few business days.

Your membership and feedback is appreciated.

Sincerely,

*********************;

I deposited a check before 9 PM Central time on the **** mobile app using the mobile deposit option. I completely understand that a check can be held up to a certain amount of business days (number not given under the terms and conditions). I have never heard of it taking till the 23rd of April (11 days) to get a check cleared. This was not told to me prior to me selcting the depositing option. Only after depositing check that date appeared. This should not happen on and a mobile app. A prompt should be given of the date PRIOR before moving forward. Now my check is in limbo because it's on hold. It could be Monday, maybe if I'm lucky. I did everything exactly like the mobile app agreement stated under the terms of agreement on their website. Customer representative management are horribly rude and degrading. The management individual that told me that I if I didn't have enough money to make it until the check cleared to go to a local food bank. I'm a veteran with severe PTSD and this really hurt me.

I've been a **** customer for over 20 years. I had a ********************** card with them recently and went into debt because I had a major problem with black mold in my home in ******* I had to fix. This was a serious health issue for me and my kids so I had to do something. I was unable to pay the full amount in time, but manajed to get a settlement agreement to settle the account. I sent them the settlement payment via cashier's check in November, prior to the expiration date. I got certified mail and confimation of delivery on November 18th, 2023. I thought my debt was paid and settled. After being away from home for a couple of months taking care of my mother in another state, I got home to find collections notices from a collector for the **** credit card. So I started calling **** to find out what is going on. We are now in April, 2024, I've called them over 10 times. Each time, they tell me they are looking for the check and that I should call back in a couple days. They still have not found the check, or given me another solution. My ***** dollar check is gone and the debt still stands. My next step is to take them to small claims court, I don't know what else to do...

Dear Ana Rocha, 
Thank you for sharing your concerns with us.

Please know, we escalated your feedback to the appropriate member advocate for additional review, and they will follow up with you directly in the next few business days.

Your membership and feedback is appreciated.

Sincerely,

Dana Acevedo 

As a member of **** for over 25 years, I have always been extremely satisfied with the service. I always feel like they have gone out of their way to make sure all my questions are answered (that is why I gave 5 stars form my overall review). As a member, I have used Member Travel Privileges to book various cruises. With this last one, I made the final payment two weeks in advance and was told that everything was good to go. However, about 4 weeks later, I noticed our cruise cabin had changed and we lost our dining preference. Members Travel was not open, so I called the cruise line directly and asked what was going on. They told me that Members Travel never submitted the final payment (even though the funds were withdrawn from my account) and as a result, the original reservation was canceled. Members Travel did eventually send the final payment and the reservation was reinstated. However, we were assigned a different cabin and dining preference. After talking directly with the cruise line, I was able to get our original cabin and dining preference restored. I spoke with a travel agent at Members Travel and their response was that it was no big deal since I was able to get everything restored. I asked what I am paying Members Travel for if I have to do the work, they are supposed to do, and the agent avoided that question. I escalated the issue and was told a supervisor would contact me within 24 hours and that never happened. At no time did Members Travel initiate contact us to let us know that there was any issue with the booking. If I hadn't checked our status on the cruise website, we wouldn't been able to get our original preferences. While I understand Members Travel is a separate company from ****, since you promote them on the **** site, you should be aware of their customer service issues.

****************************,

Thank you for sharing your concerns with us.

Please know, we escalated your feedback to the appropriate member advocate for additional review, and they will follow up with you directly in the next few business days.

Your membership and feedback are appreciated.

Sincerely,

****************

I called USAA on the recommendation from a friend. I went to BBB website and noticed the numerous complaints about the company randomly locking someone's account so they could not pay bills...or they closed their account without a valid reason...and several other complaints.Due to their low rating and numerous complaints of not serving the Military Personnel properly and with respect I called USAA.I asked if I could speak to someone in Management as I would like to have all my questions answered before I make a decision to either sign up with USAA or decide not to sign up with USAA.The call center representative told me they refuse to talk to me as I am not a member. I asked to speak to her Supervisor and the Supervisor told her to tell me that she refuses to talk to me as I am not a member. Then I demanded to speak to someone in Management as I refuse to sign up for a USAA account when I have questions that need to be answered.After a 15 to 20 minute ordeal their only solution was that I sign up for a USAA account and then, and only then, will they be willing to talk to me.This is not the way a customer service organization should work. This is not the way USAA should treat Military Veterans like me who served in both ******* and Persian Gulf Wars.

Dear *********************,

Thank you for sharing your concerns with us.

Please know, we escalated your feedback to the appropriate member advocate for additional review, and they will follow up with you directly in the next few business days.

Your membership and feedback are appreciated.

Sincerely,

Crystal