After 4 years I will be taking my accounts elsewhe...

After 4 years I will be taking my accounts elsewhere.

For the majority of us, the only difference we will notice bank to bank is customer service. The service at USAA is nonsensical, convoluted, and tiresome. Might as well go elsewhere

Two separate times I have had my card canceled for "suspicious activity based on geography". I was less than 5 hours from my home both times, simply taking a weekend trip. I shouldn't have to call ahead and let my bank know I'll be traveling within state lines to avoid having my card canceled. Without even a courtesy call, I received no call asking "hey is this you?" just up and canceled my card. What if that was my only access to my finances? They would have left me stranded hours from home with no way to get a hotel room or a bus ticket or anything. What if I was stranded 5 hours from home, couldn't make work the next day and got fired?

The worst part of their support is when you actually need to speak to them. First, you can't even get their phone number from their own app without going through two levels of menu. (Menu>Contact us>View general numbers why not just list your phone number under contact us, like normal people?) Calling in puts you through a long convoluted electronic menu and I end up just yelling AGENT at their prompts until it passes me to someone. Here's where it gets bad. This first person will ask you a lot of questions, you'll have to verify your name, address, email, phone number, and then describe your problem. But this won't be who you need to talk to, the first person can NEVER help you. 0% of the time, without exaggeration. They'll get all your info, pass you along. Not that bad, except THEY DO ZERO INTERNAL COMMUNICATION. They don't talk to each other or communicate, you know, like colleagues who work together do. So you get to this second person and now you have to say your name, address, email, and phone number all over again. And now describe your issue again. Getting worse here, 66% of the time this second person will not be the person to help you either. They'll ask you a bunch of questions and you'll talk about your problem for a while and feel like you're getting somewhere....."sorry sir this isn't the right department I'm going to have to transfer you" I told you my problem at the very beginning? Why did we just talk for 10 minutes about my issue, with you knowing my issue, only for you to tell me you can't help on my issue? So they transfer you again. AND NOW YOU'RE STUCK TELLING A THIRD PERSON THE ANSWERS THAT YOU'VE ALREADY GIVEN THEM TWICE why can't you guys make notes or if you're transferring then speak to the other person first and tell them I'm already verified, make a note on my account what my issue is, or just idk send me to the correct person?

The people who work there are incredibly nice but either USAA exclusively hires people with small amounts of common sense or they instruct them in how to be dumb. I chatted a support agent, told her my problem in the first freaking message, and 15 minutes later she tells me "sorry sir this isn't something I can help with on chat, you'll have to call" You've known my problem for a quarter of an hour, if you know the problem you know whether or not you can help.

I've worked multiple support jobs myself, if my level of work was at the level of their support agents I would have enough self awareness to change careers.

I see one of the top 3 reviews is for some reason "all employees are well dressed and groomed"? Who gives a flying funk?! what is this, 1920? You think the guy with the best combed hair is the best worker or something? Who gives a rats arse if their shirt is tucked in and their hairs all slick if the suck at doing anything for you? You shouldn't even be allowed to leave a review if you're reviewing something that has nothing to do with their business, boomer

Their rates aren't even good, my insurance quote was 66% above state average despite only being in one "collision" which was deemed no fault for me (someone backed into me in a parking lot)