USAA Mobile
reviews and complaints

I used the USAA mobile app because it was so easy to deposit checks. (Deposit at home got pretty cumbersome when I could no longer directly scan a check.) I had the app installed on my (Android) smart phone. I used the app successfully at the end of July. I attempted to use it mid-August only to be informed that my "device's operating system is no longer supported". I was further advised to "Update to the latest version to use the application." I called USAA tech support to clarify this directive and, after speaking to two representatives I was informed that my Android 8 version 8.1.0 was not supported. The new app needs Android 9 or above. I have an older LG cell. There are no updates available. I like my phone and it works great. I am not willing to buy a new one so I can use this app. I thought I could just go back to [protected]@Home but that is no longer available. The only deposit options are a USAA ATM (none in our area) or mail (you can't even get pre-paid envelopes from them any more. USAA never notified me (or I'm guessing anyone else)

about this "upgrade". I sent USAA a message telling them how dissatisfied I

am. I have never heard back from them.

Got into an accident, and the app kept requiring me to input my password, and then it would automatically close the app and crash - five times in a row. The other driver got mad and thought I was joking when I said I couldn’t get to my policy information. I stood in the street and about cried when the police asked me if I could show my proof of insurance. I showed the police the app continually opening and then crashing. Eventually I found an old paper version of my card from 2019. I have a newer model iPhone and this should not have happened. This was horrible and unreliable.

NEXT:
Once you file a claim, there is a big button on the app that says, YOUR CLAIMS, and has two options: Claim Status or “Upload Photos” You would think “upload photos” would take you to a window where you could upload photos. It takes you to an interface called “claims communication center.” This only allows two options: “start a new conversation” or “claim feedback.” Claim feedback is a thumbs up or thumbs down picture you’re supposed to click about your service with your adjuster so far. Not the place to upload photos. Cool, so “new conversation” must be the place to do it. It opens A TEXT BOX. More aggravating yet, it says “any photos you post here will become a permanent part of your USAA claims record.” BUT YOU CAN’T POST PHOTOS BECAUSE IT’S A TEXT BOX. And your only options are “back” and “post.” So you can’t actually upload photos anywhere even though the app is constantly telling you how easy it is to upload photos. Also if you try to dictate into the app, it gives you an error that says you’ve used special characters or formatting and refuses to allow you to “post” that text either. I removed every character that wasn’t an alphabet and removed every hard return, and still got the same error. When you’re already stressed out with trying to juggle a claim, these kinds of fundamental issues with the app on VERY basic functions (like uploading photos) are not at all helpful.

If you use banking apps to track your finances, look elsewhere to include looking at another credit union or bank. This app “used to” work great until they made a change (downgrade)this year. YOU CAN NO LONGER PROJECT YOUR FUTURE BALANCE ACCURATELY either by the app or online; you can now only enter “reminders” that you have to remember to go back and delete once the transaction occurs because the program no longer allows you to match the scheduled transaction or “reminder” as it’s called. Another example, you can no longer schedule future transactions unless they are bill pay, however, beware, if the scheduled bill pay is for a USAA credit card, the transaction remains for an undetermined amount time even after the “bill” is paid which completely throws of your future true balance. In addition, for problems, you can ONLY call USAA because they no longer give you the ability to email about issues relating to banking. Instead they shuttle you to a virtual “chat” assistant that is as worthless as box of hair. When or if you call, they’ll take your complaint and apologize but, it is evident that they don’t care enough to make any changes and are intent on driving themselves into oblivion. Think about this: why would you bank with an institution that won’t allow you to contact them via email? After 22 years of loyalty to USAA, I will be leaving to bank with Navy Federal Credit Union to include switching all of my insurance to another agency and closing all of my USAA accounts. It’s not just a matter of anger but, a matter of having the peace of mind of knowing my money and assets are protected with competence. Surely there will be a bot that’ll make a canned “we’re here to help” response to this review to counter the facts that I’ve written but, it’s a useless attempt to slow down the loss of customers once they realize this company is not what it was. Before you make the mistake of downloading this garbage of an app, talk to those you know who bank with USAA and rely on online banking so that they can confirm what I’ve written.

I have been with USAA for decades. I've used their "scheduled transactions" tool to budget for years. In the past three months, my scheduled transactions (that are supposed to be placeholders so I can budget for the month) have turned into transfers to other accounts, without any action on my part. The result is that I have double money being removed from my main checking account (one is the real transaction that goes to a 3rd party, and one that is the "scheduled transaction" that has transferred itself into another one of my savings or checking accounts. It seems to be random. Has happened 10 times in the last three months. Anyone else have this problem? I have a ticket with IT, but they have been "working on it" for three months. Getting frustrated that I can't depend on USAA anymore.

UPDATE: It happened again. It looks like it is taking my scheduled transactions and assigning them to the wrong actual transaction, totally screwing up my budget. I called AGAIN for the fourth month in a row. I had to explain it AGAIN to three people before I got someone to upgrade my ticket to critical. I'm beyond frustrated with the lack of customer service. Supposedly I'm going to get someone working on it today who will give me a call today. They've said that before and not called. I'm tired of explaining the problem. I'm tired of not being able to depend on this tool, and I'm tired of their customer service. I've waited FOUR MONTHS for this to get resolved. They have screwed up my budget for FOUR MONTHS. This is their last chance before I jump ship. I've downgraded my review to one star. I used to be a super loyal USAA member. For almost two decades. The last few years, they have proved through their lack of customer service that they do not care one bit about keeping me. We have already moved our car loan and our insurance to other companies because of other issues with their service and how they have treated me. Oh their super nice on the phone until you need something. Then they have no time for you. I feel like I've been betrayed by my best friend.

5/10 new update: re: INVESTMENTS/TRADING, etc. Switched to Fidelity few years ago; we quit using USAA for investments because it's not real time trading. My husband became very active in stock trading etc., and because USAA doesn't have the capability we need, it didn't meet our needs. Our USAA rep even told us they're not real time trading that's why there's such a lag and limitations. We moved everything out of USAA and is now in Fidelity which has been a huge improvement for us. Husband uses it for position trading , and will begin day trading next. We've done quite well ever since. We still use USAA for banking and car insurance (don't recommend for homeowners insurance since they screwed us; we have 40+ years combined w/them too) USAA obviously doesn't read these customer reviews. I'll check and see if this gets posted. ;-)

Update: I've downgraded my rating because Touch ID constantly tells me I have to enroll in Touch ID when I have already done that when the feature was added way back when. Now almost every time I use it in told I have to enroll again! Every. Time. And go through the disclaimer, agree with the policy, then I get an email telling me I'm now enrolled, woo hoo (when I've always been enrolled anyway) then I get to do it all over again the next time! Does anybody test out these updates before they're releases? I guess not. Seems like every single app out there is the same. Very suspicious and skeptical of updates. I won't do them until they get good reviews. I've contacted USAA via the app feedback but nothing good comes of it so I guess they don't really look at the critiques. USAA-fix this please

I like this app a lot. I use it all the time for transfers and is the fastest way to deposit checks. The only reason I gave it 4 stars is why do I now have the "option" to post to Facebook or twitter upon completing a transfer? That is just too silly...yet easy to accidentally tap the icon to do it. Can you imagine seeing a status like, "Joey just transferred $1000 to his savings from checking" ? Why is that even incorporated into a banking app? Really, take it off of there.

The other day I called to ask a simple question about a credit card transaction from a little over a month ago.
After an endless session of dealing with an automatic operator asking questions and suggesting I use the internet, I went through the password drill including you sending me a text msg with a validation code I had to find my cellphone get the message and finally enter. Then after all that I was put through to a human. But before a human answered I WAITED 19 MINUTES FOR SOMEONE TO ANSWER!
And then the person who answered the phone was unable to answer my question because her credit card records only went back 30 days and the transaction I was interested in had happened five weeks ago.
I have been a USAA member since 1971. I was always a great fan of USAA and thought that you were the best company in America. I no longer feel that way and it makes me very sad.
I see an endless parade of pricey TV advertisements for USAA. I see plenty of publicity about your connection to the military and I feel used. I don’t think you care about our members anymore. What you care about is $$$. The shift to Schwab investments last year was a catastrophe. I was told to call Schwann with any questions. I pulled all my accounts, over $500,000 out. And in so doing and I was told by my new financial advisor that I had been taken to the cleaners by you guys for years. Hi fees to you, low service to me.
I still have both my automobile and home owners insurance policies with USAA. However I recently had a pipe leak in my bathroom interior wall. The cause was five pinhole leaks in 1 inch of a pipe. The USAA claims adjuster told me that because there were five leaks they were going to charge me five $500 deductibles. I complain to a manager and got that straightened out. But that would’ve never happened 10 years ago.
I strongly recommend that you up your game. Perhaps a little less advertising on things like the Super Bowl and everywhere and more attention to taking care of your members like you used to do. Start by hiring more people to answer your phones.
Sincerely
Thomas V. Mulrine, Esq.
COL, US Army (Ret)
USAA MEMBER NO. 113 11 83

Using USAA the bank for simple banking needs like checking, savings, insurance, credit cards, is fine. There may be better rates, but the customer service is quite good and they’re generally up front about costs.

USAA the app offers more than it delivers. Everything outside the core services, like viewing a simple register of checking or savings accounts, is more of annoyance than it’s worth. A good example is viewing a “document” the app sends you a notification for.

The first step is to open the app and log in. Sometimes this is seamless, other times the app discards your preferences, making logging in a 4-step, 3-screen process.

The next step is to press the avatar icon at the top of the screen, which is a link to your “documents” view.

The next is to find which “type” of document has a notification next to it. There are many types.

You now have a list of all documents you’ve ever received a notification for, whether it’s new or not. The only difference is an unread document’s title is in bold. Nowhere else in the app is this sort of communication about new vs old documents used.

Take a moment and guess: what does tapping the title of a document do? What would you expect it to do? Open the document? Fair guess. That is not what happens. Tapping the title of the document opens a modal which slides up and presents the title of the document and three options: view, file, and close. I’ve never chosen “file”. I don’t know what it does and I don’t care. I’m not filing any documents. Do I work for USAA now, filing documents? Not interested. There’s also options at the top and bottom of the screen that if you choose closes the entire “document” view and places you back at the beginning of this process.

Choosing “view” here opens the document. Once here there’s two different options to “close” the document. One closes the document and shows the view of all documents, one closes everything and puts you back at the beginning of the app. If you want to see a second document without starting the process over you have to be careful about which to choose.

All this is to say that the information about your assets are available in this app but there has been very little care given in making the experience smooth or reliable.

As of yesterday I thought I had well over a thousand dollars in my bank account only to find out my account was hacked and almost $700 was stolen from from the last 4 months.

To give some back story, I was with my 6 year old brother trying to buy a new pair of crocs only to be told by the cashier that only $39 and some change was paid. I was completely shocked and had no idea how that was possible seeing as I know I don’t spend my money very often. Confused I logged into the app to see my account was completely zeroed out. Not a single cent was left and I was horrified and upset. I was able to look at my transactions and saw that almost $90 was stolen from me every single time I made a transaction on my card. Within the time span of 1 week $689.16(?) was stolen from me from some random company called “segpay”. I have never even heard of this company let alone had an account with them. I immediately called the bank and explained what was happening and the kind women who spoke with me said she would look into it and found that they were stealing money from me since December . Over a thousand dollars was stolen from me from this company. The lady who I spoke with told me she was going to cancel my card and dispute every single one of those transactions.

It is now the next day I have already been returned over $400. I am so happy that we were able to get this sorted in such a short and quick amount of time. I’m so happy to be apart of this bank because I know this was not easy to deal with and even though I was upset and unintentionally let that put on the women on the phone, she kept her composure and was able to help me. I would also like to apologize for how I spoke to her because I know she was not the one who stolen from me. It was a moment of complete hurt and utter shock and disbelief. So thank you the woman I spoke with. I hope all good things come your way. I was told I would be getting a new card here in the next few days because they are going to expedite the shipping for me to get it as soon as possible.

If anyone has any doubts on banking with USAA, don’t. They were amazing and I’m still shocked to see the amount of money that was returned to me in a span of 20 hours. While I was talking to them they had went ahead and had already started disputing the charges as I was speaking with them on the phone. Amazing bank 10/10☺️♥️

Every time you go into your checking account, you have to go into menu to request schedule transaction show up. When your close out of menu The app thanks and thanks but it never brings up schedule transactions. If you happen to get your schedule transactions up, anytime you close out of your checking account and go look at your documents once you go back in, you have to choose to show your scheduled transactions again. They have totally revamped the look of it. It is NOT USER FRIENDLY anymore. In many places there is no back button. Has anyone noticed that bills that you pay are PENDING up to three and four days before they clear? This has never happened before. Why are they holding payments like they hold deposits? For example, I went to T-Mobile‘s website and paid my bill through my debit card. It’s been three days Pending for 3 days. I had three other transactions sitting for 4 days. I got late payment fees on all of them when they finally went through. Someone needs to do something about this. Who designed this new app? Seems to me it’s designed by the Zen Generation They have you look aimlessly everywhere to find something. It used to be so much easier in the old days when you had a menu with drop downs that made sense instead of boxes with pictures. I have been a member for 40 years and I have loved everything about USAA up until the last five years. I don’t know what has changed with the Administration or the IT Department. I don’t understand why we went to advertising to get members. I don’t understand why we’ve let everyone join what used to be an elite club. It used to be Officers and their dependants. Then it was Enlisted lifers. Then their children. We would never lie about an accident. We were raised with pride for our country, our military family and honor. We took pride in our jobs. We knew what was right and wrong and what consequences would happen if we didn't follow the rules. Now we have people that may have only spent 3-4 year's in the military that have no loyalty to country or honor. These new people have brought us down by filing frivolous lawsuits. People that lie about what happened at an accident. People that lie and say they are hurt just for money when they know full well that nothing is wrong with them. I’ve been a paralegal for 36 years and I’ve seen it all. USAA, you need to revert back to the way it used to before it is too late.

Please review the call log recording from Rhonda Waller Pray on July 9 placed from [protected] at 4:59 central time for 1 hour To homeowners insurance. My first agent was Ishmael, who was very kind and helpful after I explained how sick I am. He transferred me to Hayes who then tried to help me with my account. I told him that I was very sick and possibly dying and on oxygen and that every word I speak is draining. He did his job. That was it. He was not trying to be kind or even helpful. When I tried to point out nicely how hard it was for me to listen to his robotic and flat tone, he immediately took offense and said aggressively and defiantly that I was abusing him emotionally, he did not have to take that as a USAA employee and he would hang up immediately because it was his right. I tried to kindly tell him that I was not being trying to be mean or abusive, but was trying to help him understand that people who are very sick need someone who sounds like a real person. Not just someone with memorized lines or a flat tone. To treat me if he could like I was his dying mother. Most agents have been so kind to me. I have never been treated so defiantly and aggressively by a usaa agent before, nor hung up on in defiance at his perceived abuse by me. Please review the phone call and call me and write to me your viewpoint and decision regarding my supposed emotional injury and abuse to him to the point where he hung up on me. I have a neurological and cardiac disability that is severely worsened by stress. He has stressed me unduly and unreasonably. He made me cry and use more energy than I should have had to expend by being upset and patient with him explaining as best I could before he hung up. I have been a teacher and volunteer for many years all over the world for dodea and international schools. I have never been accused of being abusive. Quite the opposite. I am considered by most who know me to be sweet, kind, and overly patient. I can send written documentation from anyone you would like attesting to my personality. I will take my medications, hopefully they will help and he has not caused me permanent damage. I am waiting to hear if I require a pacemaker. I would like his name and this complaint and the recording to be filed and sent to my spouse Bradley R Pray and anyone within the USAA system who might make a difference so that no disabled veteran in the future is treated as I was today. Thank you.

Terrible app and terrible customer service. It has been 25 days since I filed an accident claim and I’m still driving a rental car.
None of my messages to my adjustor were ever answered on the app or by email or by voicemail.
“Errors” in the system caused my vehicle to sit at a tow lot for 6 days. Was supposed to be picked up that same day but that never happened. Never got any updates on the app. Only showed my claim was filed.
Once I was able to finally speak to my claims adjustor, she also had no idea where my car was. Come to find out It was towed 80 miles away to a field office and sat there for 2 more days. My adjustor said rental car fees would be covered because of their screw-up.
I expected the Jeep to be totaled. Their appraiser said no it can be fixed. So it was then towed 120 miles back to a repair shop.
Meanwhile the “system errors” caused me to start getting billed rental car fees. USAA never followed though on promises to make up for their errors. Never answered messages posted on the App, never replied to voicemail messages I left, never replied to emails.
At that point of 3 weeks into a accident claim, I got to speak to a human being for the 4th time. And it was someone in accounts management, not even insurance claims. This person saw that all of my App messages had been posted and not replied to, saw all of my emails that had not been replied too and was the only person who so far has actually followed through to fulfill a promise that was made by a another person in another department. The rental car was extended another month.
Now I’m 25 days into a claim. The repair estimate went from $5700 to $9600 which is about what I thought it would be in the first place and anticipated it being totaled. I’m still waiting for someone to make a decision so I can figure out if I need to start looking for another suv or what?
What’s the point of an App or voicemail or email if no one answers any of them. I wish I had stayed with State Farm. I’d still be paying more money, but I would be able to call my agent instead of have some terrible App that is all automated terribly. Even trying to pay a bill is a fiasco. How hard can a company make it difficult to get paid? Well this App will show you. Also will show you the lack of attention you will get for questions only a human can answer.
25 days and counting on my claim and I have been the one who initiated things getting done. If I hadn’t done that, my claim would not have even been addressed and my Jeep would still be sitting in a tow lot. And you wonder why insurance costs are so high. Incompetence is certainly one reason!

I have been a USAA member for insurance and banking for around 20 years. After how I have been treated related to my car accident (that wasn’t my fault) and their downgrades to their website & app, I have been seriously thinking about finding a new company! Many of the updates throughout this time have been helpful and improved the website and app with new or better functionality. However, they recently did a major update that seriously screwed us! It is SO FRUSTRATING! Why take away functionality & helpful features? Especially since my head injury I have relied on their old transactions view which fluidly showed the account total after each scheduled transaction in descending date order so I could see on any given day what my total will be as bills are paid down to the current date and on. It was so helpful! Now the scheduled transactions are on a separate page… why make it less helpful? Then they instantly deleted all our custom categories and deleted or changed some of their own categories and somehow put ALL of those transactions into categories of THEIR choosing! Now we cannot make our own categories to fit our way of thinking and sorting and good luck trying to fix the transactions that were changed by USAA because they now only let you see transactions within the last 90 DAYS! Why do you have to make finding and categorizing transactions so much more difficult and now sometimes impossible!?!? Especially during tax season - it takes so much more time having to read through every transaction of every statement over and over to figure out incomes and expenses - when all we had to do before was a simple advanced search and exactly what we needed was at our fingertips in seconds! Your statements don’t even show images of checks deposited or cashed so if you don’t keep paper trails of these things all year, which many of us don’t, you have to either guess what they were or waste a bunch of time calling their customer service so they can try to look it up. I also had many default categories set up so anytime a transaction appeared with a set keyword(s) it was instantly labeled with that category. It saved a ton of time so I didn’t have to check every single transaction and recategorize most of them. That function disappeared… Why does USAA want to cause us to waste time by making their site & app less effective and less efficient? To be able to manage our finances well, we should be able to see, or at least search for, all transactions of the previous year throughout the entire current year! You should not have taken that away from us! This “upgrade” also unlinked our investment & retirement accounts so everyone has to go through that whole process again for each account. There may be other problems that I missed. These are at least the most irritating ones right now. Why “fix” what wasn’t broken!?!?

I'm not one to jump on the negativity bandwagon, but I work in online software and am disappointed that USAA did not carefully or completely test their new App before pushing it live. This is not a game -- these are people's bank accounts. The red flags began when I tried to log in the other day on my iPad. I was told I needed to update my USAA App. To do so I had to delete movies and photos -- to make space to upgrade my iOS, in order to upgrade the USAA App. Kind of annoying, but fine. I needed to deposit three checks, so I was willing to jump through the hoops. When I saw the new check uploading feature, I thought -- cool, maybe this will improve on the last version, which was fine except that on the old App I occasionally ran into a secret little bug -- I had to take the check photos before selecting accounts or entering amounts, or else it would tell me Location services needed to be enabled for the USAA App (which it already was, and I would have to log out / log in to try again). So anyway, I thought great, maybe they've fixed all that and made it better. First check uploaded well -- thank God, it was the largest of the three. But I noticed the auto-camera was very hasty. On the second round, I noticed that you could upload more than one check at once. Brilliant! Or so I thought. I snapped all the images, entered amounts, selected accounts, and voila..aaahhhghghghgh. Crap what the hell? One of the images had been rejected due to low quality (the camera had fired off before having adequate time to focus). But now it had assigned the lower check amount to the approved check and kept preventing me from uploading a new image for the other check. Three days later, and they still haven't made the check images available online or resolved the check mismatch issue. Thank goodness I don't have a family to support and I'm not living check to check, or else this would have been a very bad week. One other detail that bothered me -- when I finally got a USAA representative on the phone, she was very nice (everyone is, only good things to say about USAA customer service)...however, she was kind of insinuating that this was a user error and not to worry, people enter the wrong check amounts all the time, they would be able to resolve it later once the check image appeared...(which it still hasn't, three days later)...I re-asserted that I work in software and know a bug from user error, and that this was clearly related to the new update, that she should detail the use-case and replication steps to their tech team. By this time I had to go, and based on my 10 minute wait time to speak with an agent, I could tell that they were getting an earful from everyone. I think this upgrade can be a great thing -- I've seen a glimpse of some really good stuff -- but some advance warning would have been nice and a more thorough testing (rather than using thousands of users and thousands of *bank accountsas guinea pigs) would have been really, really nice.

That's a rhetorical question (I hope) but how could USAA possibly release these poorly-designed apps?

You know, I like these folks but it's as if 12-years wrote the code for their iOS apps. I was pleased they finally offered Touch ID. But a few days after enrolling in this neat feature, suddenly when using it to login I got a "Touch ID is up and running. Log on now to enroll." Okay. A glitch, I thought, and went through that enrollment process again. USAA info tech folks: I've been asked to do this maybe a dozen times since, and this can't be a mystery to you because when it happened just now (prompting me to write this) it now says RE-ENROLL. So you must know that you're putting folks through this needlessly...and endlessly.

The Touch ID feature, so useful in theory, is now a hideous waste of time because the re-enrollment involves 4 time-consuming steps: 1) check a box saying you want to do touch ID 2) you must open and view the PDF terms 3) click the AGREE button 4) click the OK button. And I've done this more than a dozen times this month. Over...and over...and over.

So I try an alternate biometric login procedure: a voiceprint. Now, logic would dictate that you'd say something like, "LOGIN USAA NOW," or something like that, right? I mean, this should be easier than a full user name / password login or even easier than just a PIN login, right? Wrong. After tediously setting it up, you must say, every time, "MY IDENTITY IS SECURE BECAUSE MY VOICE IS MY PASSPORT. VERIFY ME." Wasn't Hamlet's soliloquy shorter? Who would use this inane login procedure?

A few weeks ago I got an Apple watch and was pleased there was a USAA app for that. Oh yeah, there's an app alright...it just doesn't work...ever. Well, no. It does work as follows: if you install the USAA mobile app on you iOS device (iPhone 6 Plus in my case), it's automatically mirrored on your Apple Watch. And when you tap the Watch icon, you get the Watch PIN screen. You enter your pin and voila, the USAA app shows you an ACCOUNTS button, which, when tapped will show you your balances for your USAA accounts. Nice, huh? Not. Why? Because it will not do that again. Tap the Watch icon again and you get the Watch PIN screen. Start entering your 4-digit pin and after the first 2 digits it goes to that ACCOUNTS button, which naturally will not show you your account balances because you were only able to enter 2 digits. What do you get when you tap the ACCOUNTS button? The PIN screen again...and an endless loop of aggravation.

Now, what I can't figure out is why these fine folks who apparently are doing this in-house (and were so pleasant as to call me twice in response to my leaving a message via their secure email telling me that all is in the process of being fixed), why they release apps this flawed when this is one if our great nation's biggest banks
(33rd of all banks in total assets and #1 biggest savings bank).
And yet, independent, destitute coders can write elegant apps that wow everyone...and work flawlessly.

It's as if they had a $500 budget for their apps...and ran out of money. Come on, USAA...we who have served our fellow Americans deserve better.

I was lied and persuaded to buy more services as the representative said if I added would discount my auto policy and renters policy. The packages that I have been paying for did not cover my loss that cost me several thousand dollars. She said it’s worth it and you never know if your flat screen tv falls and gets damaged so I decided to pay extra and then she said I needed this amount of money for covering my belongings like spills on my couch or tears anything so I said wow sounds awesome ok. She then said I need to pay for this package that will protect my personal belongings like my Apple watches and computers and it would also be a double back up that could be used for my tv...my rate was suppose to be around 80 so I was thrilled. She said it may take a while so don’t be alarmed and I downloaded the app. The app was not displaying any of this info and I waited and waited. I payed a lot more than what was told to me. Several diff reps were saying different things and just said to wait like the original woman said that maybe it just takes sometime to generate and was reassured my rate would be very low my next renewal... fast forward several months later I heard loud banging that had scared me and walked out of my bathroom to see my front door of my apartment wide open and my expensive beautiful 4K tv ripped from the wall. My partner reminded me of what the lady had told us about my tv coverage and I was relieved until I spoke to customer service and was devastated to find out the extra services I been paying for don’t cover my tv at all. My rate and discounts also a lie. The claims department and customer service said they could do a investigation because it’s a he said she said situation so I agreed. I know what was said and it was on a recorded line and both me and my partner were talking to this representative on the phone so I asked them to look for the call and nothing. They did nothing to help. I couldn’t believe it. I work in sales and I represent my company and to lie to make money would be damaging to my companies brand and would be damaging to customers trust. I was told good things about Usaa and I was happy they honored military people. This is beyond dishonorable. I’ve been on medical leave and unable to muster the energy and was just told sorry and to wait for my renewal that it would be worth it. Well down a three thousand dollar tv, in and out of hospitals, money is limited and I finally mustered some energy to look into my billing and contacted Usaa and found out I’m just paying extra for jewelry!?!? I don’t own jewelry. Also none of the discounts were true and my auto policy is over a hundred and I’m almost 30 and my partner is 21 paying less than me. The rep said this policy would cover my valuable belongings such as my Apple computers and watches etc...it covers jewelry. All of it flat out lie and so much time and not one person could do the right thing and go the extra mile not even...just do your job and fix and correct and do right by your customer. The app is really bad. Information lacking. Customer service chat bad. This is a honest review not just from some hurt upset customer that didn’t get there way. People need to be aware of the dishonesty of this app and the services provided. My partner was signed up and he is dealing with the same frustrations now. Not how you treat military and their families. Not how you conduct business with any human being period. Make sure to read everything and check up on your information and billing weekly.

Good app, lots of features, but... I’ve been a USAA member for over 19 years but not any longer. The last couple of years the company has gone downhill. Presumably because they’ve expanded their customer base beyond active duty/guard/reservist. When I’ve called Customer service the last couple of years, they often don’t have the answers (or the correct ones) to my questions, they don’t take the time to find out, and/or they have an attitude. Just one example... I PCS’d to another state and they told me I had to switch my car insurance to that state. Well it was way more expensive but they told me I had no choice. After a year, I randomly asked one of the reps about it and he said, “why did you switch states? You could have kept your previous state per that’s States law”. I told him that the rep earlier that year said I HAD to switch! He said that was a mistake and when I asked about getting reimbursed he asked his manager and they said no. Unreal. Recently my wife got into an accident and it was one of the worst experiences we’ve ever experienced with USAA. The other party was liable but we were treated like it was our fault. Both parties had USAA so that probably didn’t help because they knew they would have to pay out no matter what. I have no accidents on my policy in all 19 years of service until this one. Two days after the accident, they sent me a notice saying they would no longer pay for my car to sit in the wrecker yard. I was like, okay, so what do you want me to do with the car because you left me a message to keep it there until the adjuster came out to take photos of it. Plus it can’t be driven anywhere so do I have it towed to my driveway? They told me it’s not their problem. I couldn’t believe they said that! No recommendations or anything. It’s just “not their problem”. I said, “well, should I tow it to an auto body shop?” They told me yes, that would be good and they would pay to tow my car to the nearest auto body shop 5 miles away but at the same time they said they would only cover it to be worked on at an authorized auto body shop (2 hours away) because it’s a Tesla. I was like, “so you’ll pay to tow it down the street but it can’t be worked on there? And it can only be worked on at an authorized Tesla location (closest one two hours away) but you won’t pay to get it towed there?” They said yes. So basically I had to pay to get it towed two hours away, they wouldn’t cover it. The conversation was bananas. Then, the day before they paid me for the Tesla (because it was totaled) they said I had to return the rental car that day and they wouldn’t cover it any longer. I said you haven’t even paid me for my totaled car yet, why would you not continue covering the rental car. They said I had more than enough time with the rental. I mean, I couldn’t believe they were acting like this, it was insane. I was like, am I taking to the same USAA I’ve had for 19 years and used to have awesome customer service? The ironic thing is that they ended up paying for everything in the end because my wife was not at fault and the other party had USAA as well. A driver crossed a double yellow line and smacked into her at 50mph as she was making a legal left turn into a parking lot. USAA could care less that she was okay or not. The first conversation I had with them was that they wouldn’t pay for the car to be towed to an authorized Tesla dealer, just the shop down the street that they wouldn’t pay to have it worked on. I simply can't trust this company anymore. I’ve already switched insurance providers and I’m in the process of switching banking as well. What a shame, after 19 years of funneling money into their coffers, we get into our first accident, it’s not even our fault, and they treated us like we were a total nusance to them. They lost a customer that probably would have stayed with them for the rest of my life had they treated us like simple human beings. Later USAA.

This a crazy store you won’t believe but it’s 100% true.

Back in 2015 I was hurt very bad at work, so I was placed on Worker Comp and started depositing check for over 2 years. Then problems with my payment for worker comp were found so they sent me a check over $17K. So I tried to deposit check (that was a big NO GO) ok after multiple calls I had to give up they would not raise deposit limit on mobile banking App (Hello you are a Bank correct?) so I was forced to go to the bank the check was drawn on. I had to open an account then close after I pulled money out. Crazy right go to another bank.

Ok so fast forward to a few days ago. So I am at the settlement part of comp claim, I know I will be getting a few checks that will total $580k (over the next few months). So I call USAA and tell them I have a check coming that is $150k in a few days (got the check 2 hours later in mail). I called and explained that problems I had with the little check two years ago. So I ask if there is any way I can find out how to deposit such a big check. At that time thought it would be one check (they sent 2 check total $150k). So I spoke with a very nice woman whom Swore to me that there would be no problem. Put me on hold and came back and said OK you’re approved up to 150 K. BIG FAT lie. I explained to her before I hung up the phone I was not 100% sure I trusted what she was telling me and said I believe this will not work. But I tried anyway.

OK then I come home to find two checks in my mailbox. For the full amount so I do as I was instructed in call USAA back (keep in mind I just spoke to them only 2 hour early) I tell the new person I get on the phone the whole story and say on I have 2 checks but I was told by fist person that said as long as the Checks are under $150k each no problems. So the new Representative put me on hold and goes and talks to someone to get limited lifted. The representative comes back and says well you can only deposit if it’s under $75k (this is not going to help one check is for $83k and what happened to $150k per check) so she now transfers me to someone else. OK after being bounced around 4 other people, (mind you I’m trying to put money in a bank), I get told that I have to mail the check to them but they refused to give me a point of contact they really want me to blindly mail them off. After I tell them I am not comfortable with that and I will not do that I want person to receive check. I even let them know that if they’re not willing to help me I will go to another bank and I will not come back. So needless to saying I got nowhere. I hung up.

OK I didn’t let it go in there I called back. Yes I fill stupid for this but I liked USAA a lot. This time I ask to speak to manager. After being on hold for a while over 10 minutes I get a gentleman and states he is a manager. I explain the whole thing to him. Still no help could not give me a straight answer about any of this process. I let him know that all this inconsistency with trying to deposit checks does not ensure trust with their institution. Since they weren’t willing to help me I went to another bank one that was very happy to see those checks and to know more are coming.

Long story short USAA does not seem to have properly trained individuals, each time you call you will get a different story or a different explanation of how to do something. Not sure they even know what they are doing at this point!

Oh and let me recap a little bit when I insisted I wanted a person a point of contact to send check to for the deposit I was told that they do not give that unless you have $1 million in their bank. Are you kidding me I’m coming to you with what will be $580K in a few months and I don’t even rate getting an account manager or someone to help me.

They apparently have so many wealthy clients they don’t need us. We’re only poor dumb Vets we don’t count.

Be very careful with them you do business with them you better watch everything you do. Don’t assume that anyone you talk to truly knows what they’re doing.

I’ve never had any issues w/ the app, personally. While I only use the app for transfers, deposits, & viewing balances at current (mine & youth’s accts.), the app always seems accessible, loads quickly & easily, and is over-all user-friendly. I usually go in at least once a day, & maybe only 4x out of thousands of attempts throughout my yrs. of having USAA are the only times I ever had trouble accessing acct. info/app, which quite poss. could’ve even been during app maint. times even. So this makes it a decent app right there.
But, as the app also offers a great number of features & banking options for USAA customers to be able to achieve MOST ALL banking actions online/electronically, plus more, this makes it even better!
Finally, as the app. also features numerous security measures & various security options for cust. to log-in easily despite having security to consider, and both of these coupled with the fact that my banking info. (& hopefully personal info. too) hasn’t been comprised ever, this makes it a tip-top app. in my opinion.

All in all, I love do love the app! But, as everyone & everything can always use some constructive feedback/criticism to grow better, I would like to offer 2 areas of feedback for possible future improvement: (1) Mobile deposit picture capturing area & (2) development of and option for depositing cash.

(1) Mobile deposit works fine as a whole, but I’d say this area needs some slight improvement b/c when it comes to trying to capture the actual check image, approx. 75% of my attempts will lead to steam blowing from the top of my head, from either having to attempt pict. taking multiple times or from having to end up mailing anyways! And, (insert some sarcasm here) who in today’s age of tech. & fast-paced-living wants to have to resort to having to take a pic. of a chk 7 times with great frustration before app actually does finally capture it correctly, or who wants to have to resort to having to mail in their deposit in the end anyways (had to do once b/c didn’t accept it at all).
In all seriousness, though, I would be very happy to see improvement here if poss. And I don’t know how the app templates work or what the issue is exactly, but it appears that it possibly sits with the size of the check in relation to the box, & maybe it not accounting for various chk sizes or the box itself doesn’t size them up properly when it tries to zoom in on them. I don’t think it is just me/user error b/c both my kids voiced the same to me when we were discussing the USAA mobile deposit option one day.
Often this action requires various attempts before capturing correctly. Additionally, this features also seems to be sensitive to background space color. Even though app directions do mention this, it still could use some improvement here.

(2) Not sure if #2 is an app developer or USAA direct issue, or lack of cooperation between two if applicable, or just not possible ever even in the future given what it is; but in any case, it sure would be nice if future development could consider and develop a way for USAA Members to be able to do mobile “cash” deposits- besides having to get money order, as this can sometimes be a hassle/not all money order types can even be deposited. But more so b/c, as most USAA Members prob deal w/ this, USAA currently has no way of accepting cash deposits unless you happen to reside near the 1-2 locations in your area where this can be done (2hrs away for me).
Obviously this is a desire not necessity, and some complications around the physical cash aspect would have to be worked out, but since USAA never seems to have physical locations for depositing cash where I am, having ability to do so in the app sure WOULD BE FANTASTIC!
Maybe it could work in conjunction w/ one of the various cash apps/PayPal, a local vendor like Walmart or something, or one of the USAA ATM machines (which do seem to be avail. in couple of locat. near me). I don’t know, but I do believe the smart people behind this app & at USAA could likely make such a possibility if they were to both bring each’s individual system workings together at the round-table in order to achieve this! I’m sure your customers would be amazed & happy to have such an option if you did, and that such an achievement of cooperation and development would bring some deserved recognition for you guys on your end too!

Keep up the great work here/thank you for all the brains & hard work that have been put into this development so far to make banking extremely accessible, convenient, timely, & other things along lines of good for us USAA customers!

I enjoy the interface and how to navigate USAA. I do have some suggestions for the app that would help. The credit card feature that you have always has an error message after a day, I have signed in multiple times to my other account and I believe overall creating a more consistent syncing measure between investment accounts and credit cards, in a dream world it would be great to be able to manage my accounts from one app but the features need to be improved in that avenue.

Another option I believe would be beneficial is part the app and also just general contact information. I think the bot that y’all have is great for general numbers to different departments throughout the bank, but I can tell you for a fact cause we’re still involved with a claim for house insurance, when it comes to getting a hold of the agent covering your claim or just getting to the department the number you provide to the general claims communications center is not an enjoyable experience, typically in our scenario and I would imagine other unfortunate souls of house claims you need information immediately or for this instance under 24 hrs, in terms of getting coverage for additional expenses, the communication center database where you leave messages states that they will respond in 24hrs but that has definitely not been the case, it is normally three business days and when you are on an operational platform and need to know if usaa and your the company that is working on your house is going to approve your expenses that timeline needs to be quicker especially if your a family where finances are tight. In addition if you had a general line where you don’t have to be sent from general claims to your claims adjuster voicemail inbox back to calling the claims center again and then fighting through the automated voice directing your call just to get to a live person, then get directed again to anyone who works with house insurance claims because your designated agent is unavailable, then you have to explain your claim to some other poor agent because they haven’t been reviewing your claim, just to get answers about what needs to be done in a process between USAA and the company that is working on your home. My suggestion would be to have a subject matter expert, or possibly a team simply be available by phone for housing insurance claims and same for others as I can imagine the actual agents are busy with other claims. These voice automations might be a cost saver but in terms of benefiting miltary members that are active and have to deploy while they are additionally new home owners and part of a new generation that relies on robots and minimal human interaction, I suggest you take a deep dive into phone numbers you provide, the amount of agents you have, and make a adjustment that can handle case loads and make the claims communication center more detailed with contact information, and more efficient with automated voice direction. Also make your new home phone owners aware of suggested companies and finding your own contractors because us being new home owners we went with the suggested company through USAA and I can tell you for a fact that if anyone is reading this..DONT TAKE THE SUGGESTED COMPANY, they appraise your damage high and they hire the cheapest workers they can get and they know they have you once that check is mailed because to start the process over again will just keep you away from your house. New homeowners learn from me for trusting that this company they suggested would be great, because they are not we had damage in July, we had to move out of our house once they could start in January, I know that they are making a pretty penny because with what they pay to the people working on our house and what they receive is more the double what the contracted out company quotes, do yourself a favor talk to your realtors or friends that have experience and find the company yourself, it might be more leg work initially but from the guy who filed a claim in July and more then likely won’t be back in his home until March. Do the work finding the write people.

Now USAA I will say this whenever I finally got to the correct people, they have always been professional, helpful, and informative, but my actually claim agent I have not spoken to in person since the intial filing of the claim in July, I’ve had three different agents write to me and n the communication board and have spoken to five different agents on the phone with an average call time of about two and half hours to get through everything.

I don’t intend to switch but I hope if one person reads this that they might agree and possibly learn from a new home owner; who is active duty with a family from my mistakes, I hope you consider looking deeper into contact information and stanching of accounts.

1.Please use a voice answer computer that can pass the intelligence test of a 4th grader or else use a person to answer the phone,Fix : get IBM WATSON as the answering computer it is AI and learns as it works.
2. Second change
Business cannot play loud music waiting on hold without the option to turn it off or low ( when on conference hold ,cannot talk to the other person). And must have the algorithm
“YOU ARE CALLER NUMBER 153, the average wait time is 4 1/2 hours, press 1 to receive a callback when it is your turn, you will not lose your place in line” (actual recording from delta dental after bills sent out.)
PLUS IF YOU CHOOSE TO WAIT IT UPDATES EVERY 5 minutes you are now caller number 140 the average wait time is 4+ 15.
ALSO YOU CANNOT SAY “DUE TO HIGHER THAN Normal call volume you may experience long wait times “
unless your number of agents that are on the line to meet a five minute one year average cue. If not you must say the wait times are longer because we have fewer than normal agents on the phone bank.
3. I have complained three or four times for a top level manager to call me to no avail in auto insurance, because I feel cheated by the underwriters who programmed the latest auto algorithm for auto comprehensive, it was not always this way.
4.I believe non military experienced insurance people have been been hired into USAA from outside and taken over with infiltrating philosophies from the old companies they came from, beginning with the letter to holders of SERIES three term life in 2006 breaking the terms of the policy for existing policy holders when USAA went to issuing the series 5 policy. How do you know if certain folks came to USAA paid by other companies to bring it down?
There was a big lawsuit over it around 2015. My bet is that an outsider took over USAA life around 1998 to 2007 ( maybe Mr. Davis and Mr. Peacock were instrumental in that change and we members did not get to vote on the Change (why not?) while the board was asleep, and said we don’t have to live up to what we agreed to in the series three, so let’s stop trying to compete with VGLI and screw those vets over holding series 3 and change the contract terms because there is a slim chance we might only break even if some kept their policies to age 95.
The series three in the 80’s and early 90’s was structured to lure retirees away from buying retirees VGLI by promising that when the term was up on series three term life ( say buying a 30 yr term life at retirement) ,I had the option to keep the same premium say $115/ mo for a $350k term policy at the end of 30 yrs and the benefit would decrease logarithmically to about 40k at 90 or 95 to match VGLI. Then the famous letter about 2006 saying too bad your premium goes to $450 (translate= we do not want to honor what we sold you) at the end of the term as well as keeping the original decreasing value logarithmic curve.
IF I KNEW THEY WERE GOING TO RENIG Like they did in 2006 I would have split my purchase in 1990 half to VGLI AND HALF TO A USAA 30 yr term life which I almost did anyway, wish I had.
. The board was either asleep or not informed and we should have voted on it.

NO ONE SHOULD BUY LIFE INSURANCE FROM USAA BECAUSE YOU ARE A MUTUAL COMPANY NOT A CORPORATION AND ARE FREE TO CHANGE THE TERMS OF EXISTING POLICIES like you did with series 3 WHEN CONSTRUCTING NEW POLICIES AS LONG AS YOU CHANGE THEM FOR EVERYONE LIKE YOU DID AFTER ISSUING THE SERIES FIVE TERM LIFE.
WE series 3 holders SHOULD HAVE VOTED OFF THE ENTIRE BOARD AND THE PRESIDENT OF USAA.

5.Back to my present problem and request.
When I removed the liability from two stored autos 34 and 36 the algorithm doubled the comprehensive for no reason. The fee for the comprehensive stands alone whether liability exists or not, and was true for thirty years for my 81 and 82 Delorean autos stored, so there is no justification . I want to talk to a high level manager about this.
4. Who actually Controls USAA company? Even though we are a mutual structure and customers are members; it seems to be us versus them now days: is there an entity within and does he or they take a separate share of profits first and then the dividend is determined? USAA should look at the TX Department of insurance complaints ratio 2018- 19 for Auto and home 1.0 is average and USAA is 1.13, many companies are between 0 and .8 You reported zero COMPLAINTS on homeowners which I don’t believe, After cheating my mother’s house roof claim in 2014. USING A 3rd party company out of Atlanta for auto values on claims that states on page two at the top “this is our opinion” instead of certified appraisers, that company has had 3 major lawsuits for fraud and been under court supervision for as long as 5 years at-a time as a result, this is not the USAA I used to know.
49 year member
Things have changed , not the same.
Maj. Louis Wittkower III , USAF RET.
[protected]

I’ve changed my password 4-5 times and my partner can still access the account with my old password on his device. I’ve taken off the Quick Login option yet that does not prevent him from accessing it. Every time he has to sign out by using the “This isn’t me” option

The app crashes randomly. Error messages pop up for disputing a charge (telling me to call the phone #).

On the phone with a USAA person, I opened a student account for my child. In the app I’ve tried to add my partner to that account 3 times and it will not save it.

The old version of the app was much more functional. Frustrated. The whole purpose of the app is to not have to call customer service for every other banking task/transaction.

Every time I log in for the first time in a day or a few hours, the app cuts off my cellular data. EVERY SINGLE TIME. How is that even possible? I’ve tested it over the weeks just to make sure to not a fluke and it happens every time. The app is up to date and the phone is up to date.

I watch the bars/LTE on the top left, I have full service. I open the app and the bars go to empty and the LTE disappears. The app opens but can’t show accounts or anything because “you don’t have service”. The service comes back within a few seconds and the app makes me log in again, this time without the issue, and i get in successfully.

I’m a software engineer and I have no idea how an app can possibly interfere with the devices ability to get service. It’s nuts.

I have been with USAA for many years and never had any issues until the last update. It won't let me deposit checks with my phone anymore. Keeps saying it can't read the pre printed numbers on the check and it won't auto detect. So because of this I just had to deposit my check into my Chase account. But stupid Chase won't give me the funds until the 12th which I hope is incorrect but that's what it said on the ATM. So now I'm screwed and my rent along with various other bills are due in 2 days or I'll get late penalties. I've never had an issue until now. So I am seriously considering switching to another bank if they can't get this mobile deposit fixed. And this 1 star rating is for the app. The bank is great but the app should be zero stars if I could give it that.

Please please please hurry and fix whatever you guys broke. I see the last comment was made on the 2nd and you said you guys were aware of the issues and working hard to fix it...I can’t change any of my schedules transactions. I use and rely on this application literally every single day of my life. I don’t keep a manual checkbook...for goodness sake I don’t even have any checks! Please hurry and fix what is wrong I don’t want to recreate all of these scheduled transactions and I feel like I’m losing situational awareness of my account. Can you please release the previous version or something as a stop gap measure. I can’t figure out how to go back to a previous version and all of my apps are set to auto update when the developer releases a new version.

Please do something!

Mike

I’ve been a member of USAA since 1991 and they’re about to lose me as a customer. This latest “update” is one of the most annoying in a long while.

When trying to use mobile deposit, there’s a flickering white box that you have to line up the check with. It’s nearly impossible with the way it jumps all around the screen.

And then when by some miracle it does take a picture, it can’t read the numbers at the bottom despite them being crystal clear. Repeat this several times and you might get a check to deposit.

USAA, I’m tired of your continuing customer service failings. This is merely the most recent example. I’m not sure what’s happening, but I’ve long stopped recommending you to others and I’m about to lump you in with Bank of America and Wells Fargo - places I’ll never do business with.

Usaa has claimed to be the undisputed leader in mobile banking, (which they should be as they don’t have physical locations). Usaa holds all the patents for mobile deposit technology so I was very unpleasantly surprised when after accepting a check, 5 days later it was pulled from my account because the image was unusable AFTER they had approved and deposited it. I had driven 300 miles to pickup this check, deposited it, and promptly voided/tore it up once deposited. On top of everything else, they charged ME a returned check fee and the representative on the phone was rude and didn’t even offer to refund it and it was only FIVE DOLLARS. Usaa once was an exclusive membership to be proud of, now it is just another greedy bank that grew too fast.

-Sincerely, a 14 year member now looking at other banking institutions.

Previously in the app, the USAA app displayed the balance as a positive number indicating a balance was due.

Recently USAA changed the balance to a negative number. Typically this would indicate that you over paid the balance or a credit was applied and you were due a credit to the account. E.g. You paid for a purchase and then retuned an item for a full refund.

I was under the impression that I had a credit to my USAA branded Amex card (-$52). So I decided to use the card to use what I thought was an overpayment. I then realized my negative balance increased to ($-150) .

I was fortunate that my payment wasn’t due or I would have been charged a late fee and I would have had a negative credit report on my credit history.

Please fix this USAA as it might be viewed as predatory lending or bad faith crediting services.

I love USAA as my bank and up to this point, I have loved the user interface (UI) that was being used. Since the latest update, some features have become more complicated. Below are some I have not liked or had problems specifically.

- The fact that I now have to manage my credit card (CC) rewards from outside the app. That just adds more steps.

- Whenever I select the link for “make a payment” to my CC, the app just sends me to the page where all of my bills are and I have to scroll to the bottom of the page to select my CC. If I am selecting “make a payment” on the CC screen, I should not be asked what bill I am trying to pay.

- I do not how scheduled transactions or manually added transactions are on a separate page. I liked having everything in one spot. Again, USAA just made it more complicated for the end-user.

In the end, you can have a beautiful UI and still have some things they were before.

After 5 reviews, 3 months and 6 updates, yes, version 7.45 has finally resolved the issue.

7.44.3 remains incompatible with iPhone 5. I have the last compatible update, thank you. Just asking for future updates no longer be pushed to non compatible devices such as an iPhone 5.

Hey USAA ... do you even read these reviews? 3/19 version 7.43.2 remains incompatible with iPhone 5 yet you keep pushing it to iPhone 5 users. Why not make an adjustment?

Thanks USAA. 3/5 version 7.42.2 remains incompatible with iPhone 5 yet you keep pushing it. So much for "bug fixes and improvements"

Please stop pushing an update to a phone that's not compatible with the update. February 19 update not compatible with iPhone 5

February 8 update incompatible with iPhone 5 and iOS 10.3.3. iOS version meets requirements but iPhone 5 model doesn't. Requires 5s and up. Nonetheless, app update continues to get pushed to my phone. Come on USAA ...

App worked fine! It allowed me to do everything I needed. The last update is horrible! For one, it runs very slow and often times doesn’t even load. Secondly, I would manually enter a scheduled payment - best part about the app- it’s convenient instead of trying to carry around a check book ledger- but now it will not allow me to enter without filling in ALL fields. The account type field will NOT allow me to select anything, leaving the entire manual edit pointless. Thirdly, my insurance used to show on the main account page and now I have to search for the bill, and it no longer shows as a standard deduction (to remind me) in my transaction page.

I’m certain there are more issues but these are the ones that affect my day to day life. I use my online banking app daily and to not be able to get it to load to check my balance or to make a quick transfer before a purchase is very inconvenient, not to mention, frustrating.

The old saying if it ain't broke don't fix it definitely applies to this app. I have been using this for years, Without issue. Now, for no reason, some genius decides to make the check capturing process automatic, instead of letting us snap our own pictures once they are centered and in focus. Now, instead of being able to capture multiple checks in your own time, you are subject to what is at best a grueling process of trying to capture a single check at a time. It's basically rolling the dice on if the app will wait until the check is centered and in focus
To try and capture it. It can often take 4 to 5 tries to capture a single check. It really makes you wonder how something so poor can make it past the beta testers. A single focus group would have yielded the results that the reviews here clearly have. Obviously we have no choice but to keep using it and hope that someone in usaa app development realizes their mistake and fixes it.

Basically, if you are thinking of using USAA, RUN ! Leadership changed and they have gone done a black hole of incompetence.

You are really beginning to screw up the banking app. Mine says it’s version 8.17.3 DID [protected] but it looks nothing like the page examples in AppStore. Most distressing is that Scheduled Transactions no longer works! This is a bank app and not some kid’s video game app. If you change something (and why would you other than to be cute) then you better well test it so you are sure it works! I have relied for years to be able to see my current balance and the effect of my Scheduled Transactions. VERY IMPORTANT TO ME. However, now I can neither save the setting option for such items nor can it display them as it just spins away. Something has changed in your leadership from top to bottom which has caused the USAA brand to suffer. I hope it gets fixed soon as this used to be a great application that made USAA shine.

There was nothing wrong with the old app… why’d you change it. Issues now: 1. There is not an option on the app to provide feedback when a link does not work. 2. You took away the quarterly option for automatic payments. 3. Unable to dispute a charge on my CC as when you click the acknowledge button it takes you to the previous screen. 4. You have to go to a separate screen to see your scheduled transactions and they no longer can be matched (seeing in one screen provides a better snapshot of your account holdings). Had the feedback option (#1 on my list) worked I would’ve contacted USAA to provide details of these issues. No real way of letting them know their new app doesn’t work…
Was reached out to to send an e-mail to USAA’s mobile team. Never received a response. I’d love to keep them updated on their flaws but still can’t reach anyone. The absence of complaint doesn’t make you app amazing, it means you cut the line for your customers to be honest.

At least half of the time I open the app, absolutely nothing will load and I will have to close out and repeat the login process. Sometimes I’ll have to do that multiple times before my accounts will actually show up on the screen. Sometimes the accounts won’t load but the transaction or the support/help tab will.

Additionally, quick logon just doesn’t work at all. It always tells me my pin is wrong, even though I’ve tried my actual pin and all of my parents’ pins (who first set up my account) dozens of times over the years and it has never worked. It’s very frustrating because it takes a while to long into the app, especially since for some reason they disabled apple’s feature to autofill a code you just got texted. It works in the browser version as well as other apps that require you to enter a texted code. The problem with quick logon also makes using many other finance apps that incorporate your bank impossible because they require quick logon to be enabled, which doesn’t work.

The USAA app almost never allows me to deposit checks. I currently have a check I have been unsuccessfully trying to deposit for a week and a half. I have attempted to deposit it, easily dozens, if not hundreds of times by now. Every time I try, the app simply tells me to retake the photo of the back of the check. It does not matter how clear the image is, how well lit the room is, or whether the background is solid black. I get the same message every time. I called USAA about this a week and a half ago. After being put on hold multiple times and transferred between multiple departments, all I was told was “Sometimes iPhones can’t deposit checks.” The person on the phone didn’t do anything to offer to rectify the problem, they just gave me a ticket number and said they would call me back (they didn’t). I have not heard anything from USAA since. Not sure this financial institution realizes that if they want me to continue giving them my money, and spending my money using my USAA card, they have to actually let me deposit said money into my own account. From the bottom of my heart, USAA, thank you for nothing.

We updated our phones and suddenly couldn’t log in to our account. We tried one too many times, and our account was locked. We tried calling the USAA, was asked if we wanted a call back sue to long wait times. I said yes; but, when they called back - I received the message, “we’re sorry, we’re having technical difficulties, please call back….

I did that twice! On the third, fourth, and fifth time, I asked for technical support assistance from the automated system; I was looped in the same three questions. Why are you calling, need more info, please describe problem.

On the last call, I asked for assistance canceling a payment. It was that person, I can’t remember her name, who helped me get in the account. It was a simple problem with a simple fix. She had me up and going in less than 10 minutes…

Is technology really helping us? If so, how? I spent three hours trying to tell an automated system my issue so I could get help… the automated system failed! I had to ask for help using a completely unrelated complaint that I really didn’t have just to talk to a person.

USAA used to have the best customer support… but, this automated system is making me want to change banks!

The main feature I have been relying on for many years is the scheduled transactions. I have my monthly bills and credits scheduled for manual or USAA payment. ALL GONE! I did not have the option to update or get ready for this. It just showed up on my iPad the other morning. Usually when USAA wants you to update, they put a big notice across the window letting you know you will lose access in a day or two. The format of the new transaction page is confusing and unusable. I am not sure of the version number of this app update. It is nowhere to be found (usually in the bottom left menu) Also, I cannot find the option to make a feedback on the current app. It is too bad software personal have no clue what the “paying customers” want or need. They sit in their comfy cubicles thinking “this is neat, let’s make it work for the next update” instead of asking the app-using USAA community what they want or would like. Maybe their pay is determined on a quota system where the more features they can cram down the customers throat, the higher their pay, or bonus is. I have not been asked if I am happy or not with the previous versions of the mobile app. I would think if someone does not complain, then that would signify they are accepting of the current app. It goes without saying, but I will… USAA developers - return the much-loved scheduled transactions feature. Maybe an option to turn it on or off in a menu for those who do not want it. I WANT IT!

So I am happy that usaa allows for us to create a pending transaction, so to speak, so we can keep track of what we know will come out of our bank account. Like a checkbook if you will. I am able to keep track of my balances and pending payments. I also use their bill pay options to pay some of my bills. These also show up as a pending transaction. It will also show your expected balance after these items have cleared. Or so you think.

Just this past weekend , I had everything set up to be paid. When I go shopping, I always check my balance because everything is accounted for on this app. At some point, one of my scheduled bill paid bills disappeared off of my main account list of transactions that were pending. I am of course did not notice it until it was too late. I was charged an ACH return fee. There was no debit of the amount showing that it was attempted to be saved, and there was no return of funds showing that there wasn’t enough funds to send out to begin with. It basically looks like USAA just up and charge me fees without doing anything. So of course when I call and ask about what happened and why didn’t my account reflect the pending bill or payment of bill, I always seem to get the same “well I can see from my end...”, “from here I can see...”...

Whatever the hell y'all can see on your end does’t help me when I am trying to manage my finances on my end! Why does what your looking at and what I’m looking at differ? That sounds like some scandalous ish to me. It wasn't some surprise charge that you didn't know that was coming, it was a payment scheduled through you and it should have been the first item paid, not disappeared from view.

Idk if this is a bank fail or an app fail, but it is a fail. Don’t offer a tool to keep track of ones finances and then ish starts disappearing.