Want to change your mailing address? Nope, have to call.
Want to order a replacement card? Nope, have to call.
Want to just view your checking account balance? Sorry, we’re having issues displaying that.
I’ve used many banks and banking apps, but USAA is HORRIBLE. Nothing ever works. You have to call every single time for anything to get done. They also increased my auto insurance rapidly over 2 years from $55/month to $380/month with no accidents or tickets. The guy on the phone literally told me he has NO CLUE why it went up and that was that. Seriously, it’s one of the worst companies I’ve ever had the displeasure of dealing with.
There are many articles documenting USAA’s decline in the eyes of regulators and how they failed to invest in new IT, security, and customer service. They made the decision to chase growth while cutting costs, and they lost some of what made them stand out.
They’re more like a normal bank and insurance company now. I still use them, but they definitely don’t offer the same level of service they once did.
It’s hit or miss, sometimes it works. I know with addresses, you have to call if you have auto insurance, etc. because it requires an endorsement to the policy, and possibly a new policy if you’re moving to a different state. A lot of policy changes require you to call, and I get how that’s frustrating, but it’s probably their way of making you talk to a rep who’s going to try to sell you something.
I’ve had USAA since 2008 and have never had the issues you’re describing. When I lived in Colorado, my rates went up after the state was hit by two hailstorms in a row, and then cars were getting stolen like crazy, so rates went up for that too.
@Drew
I’ve never had issues with actual banking transactions, but it’s everything else for me. The app never works for me. I click ‘remember me’ every time, and it never does. I could go on and on about it. I love their customer service, but when they tell me they have no idea why my insurance was $55/month in Nov 2022 and is now $380/month in Nov 2024, I have a problem with that haha.