I’m Never Leaving
I wish they had some high-yield savings account options and a miles-earning credit card, but otherwise I could not be happier. I can do everything I need to easily online, the mobile app is wonderful, and the service is always wonderful.
My family actually did not join USAA until after my dad got out of the Air Force. They hated their old bank and my Uncle (now-retired Navy) recommended USAA. My parents now do just about EVERYTHING through them and I pretty much do too. They buy all their cars through USAA and do most of their insurances through USAA. I have my renters insurance through them and will do my car insurance/car buying service. They’ve been with them for close to 10 years now, and I intend to stay with them for life.
As for customer service, I have never talked to nicer or more helpful people in my life. I hate phone calls and get anxiety about calling anything/anywhere besides USAA. On the rare occasion that I can’t figure out how to do something online by myself, I call and have never once had a bad experience. I’m almost never put on hold at all, and if I am, it’s for less than 5 min. The people are always pleasant, helpful, and friendly. When I called about getting proof of updated renters insurance quicker (because it takes a couple of days to process and I messed up by not doing it soon enough to show my new apartment complex), the guy looked over everything, sent an email directly to the apartment while I was on the phone, and offered to change my address in the system since I hadn’t done so online yet. While on the phone with them after I flipped my car a few years ago, the agent seemed genuinely concerned (even though I was entirely unharmed) and asked me if I felt like giving my statement then or if I wanted to call them back later. I opted to call them back later, and had no problem doing so. I called the number she gave, explained “I was in a car wreck earlier and was told I could call back when I was ready to give my statement and I’m ready now,” and the same person who answered the phone (different from the original person) is the one who pulled up all the information and took my statement. No, “let me transfer you to…”, no issues finding the right file, no nonsense in general.
I also have one account open with a different back and the assumed-normal hassles and hoops to jump through just make me love USAA even more.