Horrible Customer Service - What has happened to USAA???

My husband and I have both been members for a collective ~50 years.  I am so sad today because we're about to cancel all of our accounts with USAA.


My husband is part of the Eagle Points Rewards Program, and redeemed points for a flight.  We had a schedule change that forces us to run across an airport to make a connecting flight in only 24 minutes, with 2 young children.  There are no other outgoing flights that day.  We have been on hold collectively for 12+ hours trying to get this fixed, but no one is answering at the doomed "schedule change" department.  I literally called at 10am sharp when they opened and waited yet another hour before giving up.  I'm currently on hold AGAIN.  We've spoken to numerous people (USAA, Eagle Points Redemption, USAA chat service), all of who say they can't help us.  I understand schedule changes happen, we're in a pandemic situation, etc. All of these things can happen - I get it.  However, as I remain on hold as I'm writing this, I have to admit that this is COMPLETE NONSENSE.


USAA used to have INCREDIBLE, UNPARALLELED customer service.  Both my husband and I are military veterans who loved USAA, but I have to agree with others on this forum that the customer service has declined.  We will likely be leaving USAA quite soon after this debacle, which greatly saddens me.  I'm terribly sad the original purpose and vision has been lost. 


- Sad Panda

Please sign-in to reply


Hello @climberschalk, I'm sorry to hear of this experience you had with us regarding your credit card and the reward program. Also thank you for your 50 years of membership. I understand the seriousness of the situation. I have located your information and will engage a specialist to review the details. Thank you for speaking up today. ~Sarah 

Just an update ...


We did receive a call back from the CEO's office.  They called to explain there is NOTHING they can do about the incredibly long wait times for Eagle Points Customer Service (flight changes), and they simply called us to explain that they were sorry but that's the end of what they could do for us.


I'm truly baffled by this - how is it OK to allow another company to represent USAA as their "rewards program," yet there's no escalation chain or ability to resolve issues by calling USAA directly?  It's been a few weeks since we embarked on this journey due to flight changes and still have no resolution.


The caller did say they would try to wait on hold and then conference us into the call if they got through - we never got a call back nor a follow up, so I'm guessing her wait was unsuccessful, as well.  I also suppose the previous "manager" we spoke was unsuccessful in getting us a cancellation/refund, as promised, since we continue to get notifications that our flights have changed.


At this point, I don't even know what to say anymore.  I'm really heartbroken and can't help but think that this continues to be representative of the downhill slide of USAA's customer service.  I was always such a passionate, steadfast supporter of USAA but after this experience, I can't argue against those who desire to take their business elsewhere.



@ wrote:

how is it OK to allow another company to represent USAA as their "rewards program," yet there's no escalation chain or ability to resolve issues by calling USAA directly?



They've farmed out the credit monitoring, investments and some iother programs also.  They simply do not care.



I do regret to hear of this experience @climberschalk, certainly not how we want our members to feel. I will engage the appropriate area to share your new feedback, we appreciate your patience in advance. -Emily