Bring back the customer service that made USAA a great company

[RobK]

I have been a member for over 19 years. USAA customer service was always second to none. Over time that service that earned them a stellar reputation has been eroding of the years.

Let me provide a recent example of their poor service. My son has a youth savings account that we established for him to deposit money he recieves from birthdays and Christmas from grandparents. The account has only had small deposits over the years. He earns a few cents of interest a month and thus we only check the account a few times a year.  In August of 2019, there was a mysterious check withdrawal for $450. I did not notice the withdrawal until December 2019. I called USAA customer service and they provided me a copy of the check. It turns out there was a coding error with another USAA member whose account is one digit off of my son's account. However they are unwilling to fix their error since I did not contact them within 60 days of the withdrawal. They refuse to contact the other USAA member to let them know their was an error. I can't believe they do not have a system in place to catch errors such as a check withdrawn from savings or ensure the name on the check matches the account. 

I am truly disappointed in their lack of ownership for their mistake and their unwillingness to make it right.

It appears USAA prefers to spend their money on national advertising than taking care of their longtime members. The more they advertise the worse their service becomes.

[USAA Social Service]

Thank you for sharing your concerns, @RobK. We definitely want to look into this and ensure your concerns are appropriately addressed. A specialist will reach out to you. I appreciate your membership and the opportunity to address your concerns. 

[Bigbb]

Welcome to Stuart Parker's USAA.  He needs to resign.

[Long Member]

This is an obvious error on the part of USAA. 

USAA's refusal to fix this is a stain on their integrity. 

If it were me, I would hire a lawyer, file a lawsuit and arrange for publicity to be spread in ALL cities that USAA has concentrations,  and go after the manaagment of USAA. 

Putting as much public light on USAA's outright stupidity can have an impact. 

[RobK · Accepted solution]

I feel obligated to share a positive outcome in this case. I received a call a few hours after posting my comment. I am happy to report USAA has made the account whole again. The woman who called me was extremely polite and professional. It reminded me of the service I used to receive when I picked up the phone to call USAA.

It's a shame I had to spend so many hours on the phone to have this corrected but in the end it worked out.

[Something to talk ab]

I agree! USAA'S service to me has declined and I've been a member for over 25 years.
I find it disappointing and disturbing when you are paying for full insurance coverage and USAA gives you huge resistance in repairing your car at a reputable collision center of your choice, especially when the insurance covers.
I had never been so rudly treated and embrassed by their lack of reasoning with the Body Repair Shop, I had selected which specializes in preparing automobiles like mine.

[Something to talk ab]

I am so deeply sorry this happened to your son. If I knew your address, I would assist in replacing some of that money.
You are absolutely correct and I am disappointed that USAA didn't take abpossitive approach in resolving this glitch!

[ForgottenSoldier]

The new USAA doesn’t care about military families at all. Their actions especially from the office of the CEO prove this simple fact. I have moved everything to navy federal except one car loan which I’m hoping I can pay from my navy federal account before I refi it over there. Able to pay my life insurance from navy and will leave that until I find another provider. Guess how much of my money I am trying to put into USAA in 2020, ZERO ZERO ZERO ZERO!

[Non Plussed]

I too am amazed to see the erosion of a great company.  A member OWNED company that charges more for insurance than State Farm.  When I was young, moving from base to base, I'd get those calls to sell me insurance and I learned I could stop the converstion quickly by saying, "can you beat USAA?" most would say no, some would just hang up. But now I get, things like yes likely we are competive!  AND they are!   Once again I've moved and find in the new location I can get a policy that covers more and is a 3 hundred less than my MEMBER owned USAA.  In the past USAA never had to advertise.  So where does the money now go?  I bet if you looked at the senior exec salary and benefit increases over the past few years, you could just about figure it out LOL.  

[USAA Social Service]

Hello, @Non Plussed. We appreciate your membership and trust. I'm very concerned to read you feel this way now. Please, bear with me as I engage the appropriate area for further review and support on this. ~ Steven