My husband retired from USAF after twenty for years and we have been with USAA bank for ever it seems like. The point is we have tried other banks in the past and we still bank with other banks but there is not a bank out there that touches USAA bank. We do a lot of business with them. USAA is the one bank that never lets us down. If we have a claim,need a loan or just need good advice they are always there for us. I can honestly say I cannot ever see us not using USAA bank.
I also have had BAD customer service with a claim. The communication is absolutely terrible. I need to keep prodding and poking for status updates to my claim. This is going on for weeks now. I tried to talk to a manager but she was on vacation! At least get me to someone who is in the office! Once this claim is settled I definately will be shopping for new insurance and will be dropping USAA.
I am extremely upset with USAA right now. I have been a member for almost 30 years, and have always had excellent customer service; however, over the last 2 years they seem to be lacking more and more in that department. I trusted them for my banking, my car insurance, my investment and my homeowners insurance. For the first time, I have filed a claim on wind damage to my roof. I have never had a major homeowners claim before, and in the past, the claims that are minor have been handled very quickly. However, I was informed that I had wind damage to part of my roof, therefore, they will pay to replace a 1/4 of my roof. What? How can I have a portion of my roof replaced and have the remaining portion a different color? I can't afford an entire roof right now, yet what option do I have - if I replace the portion damaged today and wait a few years when I have the finances to do the other, I'll have a discolored roof then also. I have water damage inside my house in the back portion of my house, and wind damage on the front portion - they will only replace the front portion. My neighbors who have other insurance companies got their entire roof replaced, not USAA. How does this make sense to anyone? This was an act of God, not negligence on my part. Would USAA just replace a portion of a carpet in a living room if the carpet didn't match?
aw, it is sad to see another member go. I literally came upon this search trying to read the other end of the spectrum. USAA has been nothing but incredible to me and my family. They are the only bank that has made me see hope in humanity. no publicly traded, for the members banking. UNHEARD OF. we cant have perfection but this is just as close.
They have to hire people, of all varieties. You got the one young stick in the mud who just lost his game of call of duty and i am sure brought his cruddy attitude to his customer rep job.
If you go to get a icecream from the icecream man and hes a jerk, do you stop buying icecream? No, chalk it up to a bad experience, experienced for a delicious item, in this metaphor the item is usaa and the ice cream man is this douchebagging pie tickler you expierienced.
I cant say another good things about usaa, i have had BAD experiences also (lost 150 dollars cause of their system failure? whaaat) but it was RESOLVED quicky, and an eternity faster then other big banks. They also have put money back in my account for nothing more then word of mouth honesty, waived 30 to 60 dollar late fees based on my plea of "it wasnt my fault!" and shown me loyalty and respect. They really do a great job putting me first and because you had one bad experience with a rep you will be leaving this great establishment. it is really sad and I do hope you will stay with usaa.
This is not a forceful comment, i just really am someone who hates bankers and banking and the big business sleaze of the world, and for some reason, usaa shows me a kinder side to a bigger monster. They are people, just like us.
So in conclusion to my rant - dont let 1 or 2 or even 5 bad apples get to you - because i bet your bad phone call was not as bad as the retaliation from the 'good guys' within the company when they find their tumor and remove it.
im in a metaphor mood.
I am glad I am not the only one who has experienced a significant drop in customer service from USAA. I thought it might be bad luck, but I think the real culprit is that they are growing faster than they can maintain their level of service. I see ads for USAA all the time now. I've been with USAA for 20 years, and have banking, investment, and insurance accounts with them. Some idiot plowed into me and totaled my car last month, and USAA skimped on paying me for my rental after the accident despite me paying for the accident replacement rider... Oh, and it took them over two weeks to send me my total loss check. Today I get a fraud alert on my credit card and have to stay on hold for 25 minutes. I can't even remember having to hold for a customer rep a couple of years ago. I don't think this trend is going to reverse, so I'm moving to Navy Federal and Amica insurance. I already opened my CC at Navy Fed. I used to feel good about having USAA as my bank, but now don't recommend them.