USAA Financial Center - Highland Falls, New York

David M.

I love USAA. But it is shameful to have a USAA Financial Center that you cannot telephone and speak to someone inside of it. Calls are routed to a call center and there is no way to ask a local question.

Susan D.

I just switched my car and home insurance to USAA. I had heard some positive things about the company and they are rated one of the best companies for insurance I spoke to three different representatives over two separate days inquiring about information and a quote for my auto and home On all three occasions I spoke with the most polite, knowledgeable, and professional people. I have to say that these individuals are the most polite customer service reps I have ever dealt with in my entire life. I was really taken back. Normally you call a company have to leave a voicemail or are put on hold for a lifetime and getting info or contacting anyone can be a waste of your time and many times the people you speak to Aren’t very friendly and you don’t get the info you need. I am not going to say that you will get really cheap insurance but USAA was lower than what I was paying at another insurance company. USAA employees are great to deal with and I highly recommend them if you are looking for insurance.

Kate D.

I always assumed I had "the best" insurance company until I needed it. My car was hit by a driver who ran a stop sign, and at first the agent was very helpful, even recommending a "better" collision shop that USAA was affiliated with. After 2 weeks of back and forth with USAA and the collision shop (each one blaming the other for the delay) I finally was able to have the car declared as totaled. Another week later and I'm still fighting with USAA to remove the totaled vehicle from my policy! It's been sitting in a junkyard for 3 weeks, I certainly don't want to pay for insurance on it! Then when I bought a new car, rather than graciously helping me transfer insurance coverage to it, a simple phone call turns into more time spent on hold than being helped 🙁 This experience was terrible and I will be shopping around for a new insurance company for sure.

Oliver S.

STAY AWAY FROM USAA! I am an active duty military officer, and a 25 year USAA customer. I was recently baited into filing a home owners claim though there was no damage and zero payout. As a result, my rates went up, and the needless claim has affected my credit rating and made it difficult for me to switch insurance providers. When I called to expunge the claim which they encouraged me to file (which would have cost USAA nothing), they ran me through several sham bureaucratic layers of appeals, and ultimately denied this request. Oh, How a once amazing company has fallen. USAA was at one time a fantastic, customer owned insurance credit union which was considerate and genuinely responsive to its customers claims and issues. Then beginning in the mid-2000’s USAA started drastically expanding their customer base to line C-suite pockets. They are neither the good deal they used to be (in fact quite the opposite, their rates are much higher than competitors), nor is there any actual substance to their “thank-you-for-your-service” facade. If anything they are predatory toward military and veterans. Shame on you USAA!

Debbie P.

I've had checking & savings accounts at USAA for about 20 years, and have never had any sort of problem. I also have a USAA Visa card, and have used USAA for my auto insurance for about 10 years now. Never had an issue, and the few times I've had to call customer service about something the agents have always been friendly, polite and helpful. Their mobile app is excellent!

I've had to visit the Highland Falls branch only once or twice to get a certified bank check, and was helped almost immediately. My only "gripe" is that this branch is about an hour from my home. Wish there were more branches!

Jeremy L.

Rude customer service. USAA only works well if you give them 100 percent of your business. They claim to be great to military but are only effective if you don't shop around and give any portion of your checking, saving, or credit accounts to anyone else. If you do, they hold your money for 7 days and give the ridiculous reason of fraud protection, because theifs hack accounts to pay my bills, and they are nice enough to use the same account I have used for payment for 8 years to pay them.
After 2 decades of doing business, I am still a number. I would not use this company if you are a person who shops around for the best rates.

Michael W.

As someone who has been with USAA for almost a decade, my current situation is ridiculous. I've chosen to stay with this bank throughout these years even though I'm hours away from a local branch because of the level of service I received, which used to be fantastic.

Recently, they have hit my primary account with over $2200 in fees for no reason, and are refusing to do anything about it. Because of those fees, I'm about to lose my apartment and my truck. I have called and tried to resolve this manner but been stonewalled and hung up on. This is unacceptable behavior from a financial institution, especially one for veterans and their families. I would take you money and business elsewhere.

I am very dissatisfied with my current situation. I will no longer be recommending this bank to anyone, which I've normally done to everyone who ask. Even if your in the military, go with a different bank. The benefits no longer outweigh the risk.

USAA, please feel free to contact me at your discretion if you wish to resolve this issue and not loose my business. I will post their response on here for anyone who may be interested

Chris C.

USAA, We take care of our nations veterans….except when the veterans have issues associated with war. Then we deny you and your family life insurance! Thanks USAA!