Joseph H.

After 25 years at USAA I am changing to other banking, insurance, and mortgage providers and no longer trust or recommend USAA services to other military personnel. Wish I had listened to other military members over the last few years about the downward spiral of USAA. ***DO NOT USE USAA***

First banking, USAA debit and credit cards "potential fraud department" essentially makes it impossible to confidently use their cards. Basically, you must carry another card from a different organization ready for use because you never know when it is going to work. This results in them turning off all other transaction until you resolve their automated calls/texts. The burden is on the user. This causes problems with later automatic payments i.e. Cell phone provider, streaming service, online purchase too. Enjoying going back to everyone (except USAA) to resolve your declined payments. After many hours on the USAA phone/chat conversation I decided to cancel my credit card (not able to confidently use it anyway). The USAA provides told me they would not cancel my credit card until I update all my information i.e. My rank. I am not sure what my military rank has to do with me canceling a credit card. I repeatedly asked for any management or leadership to call you back without results. After multiple conversations with different USAA associates, I was finally able to cancel my credit card. Also, when I spoke to Carlos at the "Members resolution team" I was told he was the highest person I could talk too, and that management would not call me back. Horrible service and do not trust them with your money or credit.

Second insurance, if you must file an auto claim for incident that was the other person's fault USAA does not help. Effectively you must talk to and work with other person insurance organization who goal is to save their organization money / interests. I decided to change due to the service and was surprised to find out it costs much less for the same coverage. Many insurance providers have much better rates and service.

Finally, home loans, I used USAA for my second house purchase. This was a huge mistake, and I did not use them for my third house purchase. I repeatedly documented USAA mortgage department received all documentation they needed to close on my house. USAA informed me on the last couple of days that they needed additional information, and I would not be able to close on my house. This would have resulted in me losing my earnest money. After many hours on the phone, I provided proof of USAA error and was able to close on the house. This can be very painful while moving your household goods and selling your previous house. I almost had to put everything in storage and live in hotel while I started the process all over. I do not recommend USAA unless you like additional time and stress spent dealing with their mistakes.

Recommend military personnel NOT use USAA for any services. USAA was previously competitive and provided great service, which is no longer the case. Now, I am changing to other providers.