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Bad Customer Service -- what has happened to this once great company?

Bad Customer Service -- what has happened to this once great company?

mccusker's avatar User  mccusker  (Opens a pop up layer) Occasional Visitor

 

Re: Bad Customer Service -- what has happened to this once great company?

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hey jim's avatar User  hey jim  (Opens a pop up layer) Visitor

I am a 45 year member and have NEVER ever ever had anything but super service from USAA. Something is terribly wrong if you have. I encourage you to write the Boss direct. He actually reads his mail and i guarantee you he will both respond personally AND fix the problem. Customer service begins at the top for USAA. - je

Re: Bad Customer Service -- what has happened to this once great company?

Dealsvr's avatar User  Dealsvr  (Opens a pop up layer) Regular Visitor

I too have had some poor service,I've called in to have changes made and was told that dept was not open...at which point I asked could they have someone contact me and was told no I would have to call back, after several of those it got very frustrating and I also was not used to that type service from an excellent company that had always taken care on the first call

Re: Bad Customer Service -- what has happened to this once great company?

Analisa's avatar User  Analisa Administrator

We strive to provide excellent service to our members because you deserve the best. If you've experienced less than stellar service, we'd like to know more about it so we can research your situation. Please send a message using this link and we'll contact you soon. 

Re: Bad Customer Service -- what has happened to this once great company?

[ Edited ]

4PeteSake's avatar User  4PeteSake  (Opens a pop up layer) Occasional Visitor

I see comments about poor service but  can say, personally, I've been a member for many years and have NEVER had a bad experience with USAA...EVER. Some of the few negative comments I've seen frequently are more with their affiliates than USAA itself. If someone they contract with is treating you in a less than professional manner I'd definately suggest letting them know. They work with so many different companies and organizations I'm sure it's hard for them to know what goes on in every interaction. I have no doubt if someone they have recommended does not meet their standards they will stop recommending them and find others who WILL give you good service...but they can't do anything if they don't kow about it. I have had extensive experience with USAA's services... my car being totalled by a drunk driver, my basement apartment flooding, a number of times needing my car towed, and I have all my insurance and some of my financial accounts with them. The latest was just yesterday when my car got hopelessly stuck after a snow storm and most of the towing services in town were only taking emergency calls....that was the case with all the ones they contract with...a 6 to 7 hour wait! After a short conversation with one of the lovely folks over the phone, they called around and found someone they didn't contract with who could take care of me within an hour. I had to pay for it myself at the time but called back right after I was pulled out and they immediately reimbersed me for the entire amount. God bless USAA and that wonderful woman who went out of her way to help me!!!!! All I can say is that we are all human and USAA deals with so many people their are bound to be problems once in a while. If your experience is negative, call them and talk to them about it and give them a second chance. They really do try to do their absolute best for each and every customer but they are human too... and nobody's perfect. I have to say they come pretty darn close in my book. :o)

Re: Bad Customer Service -- what has happened to this once great company?

ThomasHubbardII's avatar User  ThomasHubbardII  (Opens a pop up layer) Established Member

USAA gets worse every year, that's for sure!

Re: Bad Customer Service -- what has happened to this once great company?

blumark0's avatar User  blumark0  (Opens a pop up layer) New Member

I have been a member of USAA since 1974.  I thought I was to deploy to VietNam /SE Asia and wanted to get a credit card to buy something for my girlfriend/fiance.  USAA gave me a credit card. 

 

Have been a member now for 40 years.  Did marry the girl friend on her birthday; 40 years ago.  Still married and doing fine. USAA hs been a friend for the most part with Home, Auto, and Life Insurance products as well as their MasterCard of 40 years.

 

But what the heck is with USAA lately? 

Perhaps they are too big to fail, or too big and will fail?

When a company looses its personality and core group, it may very well loose its existance.

Re: Bad Customer Service -- what has happened to this once great company?

blumark0's avatar User  blumark0  (Opens a pop up layer) New Member

USAA has been very good at responding to questions about USAA accounts.  I do think however, that some of the affiliate companies that strive for USAA customers are lacking.

Re: Bad Customer Service -- what has happened to this once great company?

blumark0's avatar User  blumark0  (Opens a pop up layer) New Member

It would seem that USAA is now  (too big that it will fail.)

 It is mostly with affiliate companies I think, that loss of trust is occurring.

Re: Bad Customer Service -- what has happened to this once great company?

blumark0's avatar User  blumark0  (Opens a pop up layer) New Member

I think it quite interesting that I am a "new member" on the website.  Joined USAA in the year 1974.

 

But the/their poor COMPANY computer can't keep up with heebie/jeebiees I guess out there, HA.

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