re: USAA for banking? No physical locations?

Have used USAA for a lot of years. Couple of observations.

They just transferred their investment arm for the second time recently. Now going to Charles Schwab. Don't know whether good or bad and don't know about fees.

Their customer service, which use to be top notch, is slipping. Had dozens of contacts with them in 2019 due to death in family of military member. Depends on who you get. A lot of reading canned statements out of training manuals. A lot of contradictory information. Even had a couple to whom English was not their native language. The department they transfer you to, because "we don't handle that here", is always unavailable. Had to ask to speak to supervisors several times. And when the supervisor calls you back you better answer or they go black.

Very disappointing compared to what they use to be. As a veteran never thought I would consider pulling everything, banking, credit cards, investments out.