I have been a USAA member for 35 years and banking for 31 years. Over the last 5 years their customer service has been steadily deteriorating which seems to coincide with their increased marketing. All of the poor service I have had has been with the banking division.
1) I refanced my house a few years ago; it was a horrible experience with exceedingly poor service.
2) Bad service on a car loan- since paid off
3) Credit card service- fraud issues; not easy to resolve
The common bottom line is it always takes a gaunlet to get through to resolve an issue; well you think is resolved but when you find out it isn't; rinse and repeat the gauntlet. No names are ever given- no names means no one is held responsible.
Since USAA does not have a physical facility they need to have better customer service.
For almost three decades I highly recommended USAA; now I go out of my way to steer people awayl
Do not begin a bank account with this company!
TennVol, I appreciate you taking the time to post your assessment about your customer service experience. This is definitely disappointing to hear and regret the service has not met your expectations. I will share your comments with our team. Feedback is taken very seriously and utilized to help us improve our products and services. - Ben
GardnerB, thank you for bringing this to our attention. Based on the information you provided, it appears we were not providing you with the correct processing time expectations. I'm sorry this was not provided to you at the time the reversal request was submitted.
With a payment reversal request, the reversal may take 2-10 business days for processing. Once completed, you will see the payment reversed on your credit card and the payment deposited back into your funding account. I sent you an email with additional details regarding your specific account information. -Marisa
Oh no, GardnerB! Thanks for bringing this matter to our attention. This is definitely not the service you deserve as a member. I'll be forwarding your concerns to one of my colleagues to further review and they'll be in direct contact with you to discuss in greater depth. ~ Stacy