Ever since I have started my memebership with USAA I've valued the services offered. While there have been time of frustration I've never felt that USAA hasn't had my best best interest at hand as a valued memember until I had an issue with a hotel charge that was cancelled due to the Covid-19 state of emergency. Obviously everything was sut down my trip had to be cancelled but the hotel kept my $100.00 deposit as a cancellation fee although they were unable to provide the services. The worst part is that the hotel was closed and I left messages and emails and even had a phone coversation to which the Manager told me ofcourse they would refund the charge but blamed they travelosity is who I need to deal with. I reached out to travelocity and they blamed the hotel. At that point I reached out to USAA. They began the dispute and it ended with them saying they did not find a issue with the charge and I should follow up hotel. Even speaking with cutsomer service in over the phone and in chats they completely understand and even agree that this should be refunded the dispute department says that even though this is covid relalated they must follow the guidelines. I will agree that if this was something I cancelled and they were able to provide services I would eat this fee and not complain but in a state of emergency that no one even thought possible USAA needs to conform and protect its members in a time of distress. It seems like at a time I needed USAA the most between fear of sickness, loss of income, and even being able to put food on my table is excatly when USAA turned its back on me. I'm not going to pretend im going to switch banks and insurances because my few dollars wouldn't be noticed by USAA and I do enjoy the ease of use and services that are offered. I will say if I ever had large somes of money and dealt with large transactions I would never trust USAA with that.
Been Helped! View Most Helpful
Thank you for sharing your concerns with us today @Paperboy410. I was able to locate your profile and will engage the appropriate area for review. Once reviewed if further details are needed you may be contacted. We do appreciate your patience in advance. -Emily
@Paperboy410, thank you for providing an update on the dispute. I can certainly understand your anger since you've been dealing with this dispute for months. I'll share your updates with the team that has been assigned to review your concerns. ~DC
@Paperboy410, thank you for posting an update. I'm pleased to learn that you were able to speak with the CEO's office and doing so has eased your level of frustration. Your loyalty and trust mean the world to us! ~DC