Review Insights · Google Play
USAA Mobile
USAA · 460,329 ratings · ★ 4.7
4.7
★★★★★
460,329 ratings
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Top complaints - extracted from 47 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"usaa"
10 negative reviews mention this · 21% of all complaints
★★★★★ "it's shameful how USAA treats veterans in Florida." - Patrick Arotin
2
"work"
8 negative reviews mention this · 17% of all complaints
★★★★★ "the app doesn't work, it's bad. I receive alerts a new document has been posted. there is no evidence on the app. the app doesn't even display all of our documents. it's useless garbage unfortunately." - Curt Shelmire
3
"update"
6 negative reviews mention this · 13% of all complaints
★★★★★ "The latest "update" has caused this app to say Update Available each and every time I open the App. When I click "update" I get a Login Error screen that pops up and then I have to use my PIN to log in. They seriously can't leave well enoug…" - Alan
4
"insurance"
5 negative reviews mention this · 11% of all complaints
★★★★★ "This app is such a Pita to actually log in and try to navigate to the page where I can pay my auto insurance bill!! Now I'm trying to set up logging in with biometrics and it's taking me all over the place. UGH" - Luckyme
5
"trying"
5 negative reviews mention this · 11% of all complaints
★★★★★ "This app is such a Pita to actually log in and try to navigate to the page where I can pay my auto insurance bill!! Now I'm trying to set up logging in with biometrics and it's taking me all over the place. UGH" - Luckyme
6
"account"
5 negative reviews mention this · 11% of all complaints
★★★★★ "the app only let's me save ONE payment method. but we pay from two accounts. it's a total pain in the a**" - Old Trucker
7
"phone"
5 negative reviews mention this · 11% of all complaints
★★★★★ "Everything is automated. Almost impossible to get someone one the phone. The agents always transfer to wrong department." - Tyi Clay
📋 All 47 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
This app is such a Pita to actually log in and try to navigate to the page where I can pay my auto insurance bill!! Now I'm trying to set up logging in with biometrics and it's taking me all over the place. UGH
it's shameful how USAA treats veterans in Florida.
the app only let's me save ONE payment method. but we pay from two accounts. it's a total pain in the a**
horrible banking experience. Used to care about the military, now they just want money by letting transactions hit your account before larger ones....about to close my account of almost 30 yrs
Worst insurance company ever or completely incapable employees. In my case they prepared a car repair estimate that was about $17,000 less than the official body shops estimate. Then as they debated liability with the at faults insurance company they submitted the USAA estimate and I was paid $4500 for my $22,000 repair. So after 5 months, my car is still not repaired and no one at USAA could care less. Those commercials they air about looking after us veterans, complete joke.
Everything is automated. Almost impossible to get someone one the phone. The agents always transfer to wrong department.
the virtual assistant is stupid!!!
unwieldy, menus into other menus into a in app browser. way too many steps to do the simplest of things. so many times re routed in a circle back to where I started. feels clunky and like they're trying to prevent me from doing the things I want to do.
the app doesn't work, it's bad. I receive alerts a new document has been posted. there is no evidence on the app. the app doesn't even display all of our documents. it's useless garbage unfortunately.
Hate USAA
as of May 7 2026, you are unable to get a completed registration and title application in the state of Massachusetts.
It says $300 to open a new bank account. When do I get this $300 for opening a new account?
I dislike the new application update. I uninstalled and reinstalled to go back to the previous version. Will most likely end up un-installing altogether because it updates to the newer version. Which seems to have a lot less to it. I prefer to just use the mobile website if this is what the app is going to contain. Wish they would stop making major changes, especially once you've made an effort to learn the new changes, from a previously wonderful app. update-crashing when I try to put my pin
awful to work with
changes to USAA Bill Pay program are anti- consumer and are in opposite direct of all other major banking institutions as well as being now with 'the changes' being more cumbersome requiring more key strokes.
This is the only banking app which will no longer work on my phone... not compatible??? I have an older (4 yrs) high end Samsung and everything else, including banking apps, work fine! Please fix...I can no longer use the deposit method which is critical since it is the only way I can deposit it my rural hometown!
This app needs to be compatible with phone devices.
bad customer support. AI chat is useless can't get an agent when you type. Newest upgrade to bill pay won't let you pay bills.
messes with logging On!!
Usaa is a good insurance company for the most part. But the mobile app is absolutely terrible. I cant submit documents for my claim through the message center. The phone support is also frustrating. you have to beg the robot, that is apparently hard of hearing, to connect you to a person. customer support just seems to be dying now with all this new tech. real shame.
for a bank that has no branches and relies heavily on an app, the app is terrible always making something wrong with the app can never work correctly.
what is up with the app glitches dude.
I can't get the app. This company has the most difficult entries on the planet. Always changing things and no direction as to how to make the change. Terrible!
poor customer service. its been weeks without any update on my report of fraudulent charges on my credit card
inoperable, unable to download.
I'd rate this bank and app zero stars if I could. Visa Secure notifications never work. The chat function is a joke. They try to trick you into spending points for less than they're worth at Walmart. I could go on. Avoid them with a mile long pole.
cannot use the towing to schedule to the shop I want. The app is very buggy and freezes won't let you select the shop.
2 people here told me the IRS took money from my account then the IRS told me it wasn't them then someone at USAA said someone at USAA checked the wrong box for tax withholding even though the paper I filled out said the opposite. It wouldn't let me use the website or apps to make an account It made me call their phone number to set up the account then they said they were done with everything but then I had a call back and do everything all over again.
CAN YOU PLEASE ALLOW CC TO BE USED IN GARMIN WATCHES BEFORE I SWITCH BANKS. these watches are huge with the military community and such a frustration you dont support Garmin pay.
Edit: More than a month later and it still is having the same issue. Has anyone know a tech support number t to see if we can get this fixed? Getting error messages every time I log on. The recent update to the app is making is difficult to access. Apps are for convenience and access and the app is not delivering either since the update.
trouble determine location and therefore deposit doesn't work?!?
This app is terrible, especially for insurance. It is not user friendly in the slightest, and consistently asks to resubmit payment information when trying to update said payment information, and absolutely refuses to apply the information that you have submitted. Furthermore, if it wasn't for the consistently rising insurance prices, I would not be using USAA. I would give zero stars if I could, and I do not suggest others use this company.
Unable to mobile deposit due to location workflow failure. 9a w/ GrapheneOS and location permissions enabled.
USSA discontinued the app, 7 years i been paying bills souly through the app and now I can't access my account.
App just stops working and freezes. This is a recent problem. Used to work fine.
Completely locked me out of all services because they didn't have a driver's license on file. Their email says it can take 3-5 business days for it to be updated. No means of contacting a representative or anything other than a robot telling me they won't do anything about it. In the meantime, they've effectively debanked me.
absolutely dogs*it, I was a in there insurance and they completely cancelled our policy over a day late 78$, completely disrespectful and didn't work with us at all. 2 and a half hours wasted for absolutely no reason. DO NOT RESPECT THESE PEOPLE
worst customer service I've ever experienced
I called for roadside assistance at 4:57p Sunday, April 19 I waited for a tow truck 'til 11:56p (7 hours--I was on a vacation trip return home and had no local resources). I was relying on USAA's promised roadside assistance in vain. My brother-in-law came from an hour away and helped me. USAA's assistance never materialized, and I was charged $82.50 for a service that hadn't come after 7 hours.
The latest "update" has caused this app to say Update Available each and every time I open the App. When I click "update" I get a Login Error screen that pops up and then I have to use my PIN to log in. They seriously can't leave well enough alone. USAA app engineers are turning this APP into Windows 11, which is absolute garbage.
I reported that i was incarcerated and that my device was and is lost or stolen on 4/22 /26 and asked for my account to be frozen as I suspected fraudulent charges but I keep getting the run around now that I am released and trying to get things straightened out. someone was also able to use my account to transfer money and withdraw money even though I was assured it was frozen and safe im confused as to how that's possible.
Being retired U.S.Army, I figured I'd get a better rate than I received. Will drop them soon
something is going on I've had to uninstall and reinstall this app 3 times over the last few weeks. keep getting login error try again later I've tried with my pin and password and everything is correct. whatever update they pushed has a bug and its making banking with them difficult l hope i/t is aware and can escalate this!
Latest updates have introduced bugs and it is near impossible to find a way to report it in the app or on the website. Under Bill Pay each card for a bill shows either the last payment or the next scheduled payment. Very useful information if it was reliable. But now, it isn't. Sometimes it does show next scheduled, but not consistently. Because of that, I have double paid some bills thinking they were missed. Don't rely on that screen. Check under activity. Add a way to report bugs
I absolutely hate trying to talk to a person in the chat area. when you get them online it is great but navigating the automated chat bots is ridiculous.
why am I not able to report any transactions directly on the app anymore, instead of having to call in. it was way easier to report fraudulent charges directly through the app instead of having to call. I feel like a lot of the user friendly perks about the USAA app have slowly disappeared
This app usually works great but for the past week it has been lagging when I open it.
Sentiment summary
93%
Positive (4-5★)
2%
Neutral (3★)
5%
Negative (1-2★)