Credit Card Fraud, Transaction Alerts and Stupidity

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Contributor

I am hoping that some higher up or decision maker reads this.  As the website dosent work today, nobody is answering the phones and when they do often they don't have an answers.  Leadership and board members.... focus on training, technology, the business, member needs and answering the phone.  Grand statements regarding social injustice and any other trend is fine but to me my money and financial security come first.

 

Service and telephone hold times are becoming intolerable.  Today, after waiting 45 minutes for a rep who couldn't solve my problem  I was transfered to another phone que with a 50 minute wait time.  Most annoying is the use of the telephone hold times to tell you what can be done on the website and playing the annoying music - no call back option.  How stupid and insulting!  If I could use the website.  Why would I telephone?  Why would I want to listen to the stupid music?  Also annoying is the survey about "how are "we" doing today?"  This really should be "rate your telephone rep" as there is no "we" in the survey.   The survey has nothing to do with reporting and resolving problems so I am calling total BS.  The account alerts are a joke and only trigger 3 days later when a pending transaction posts AND after the fraud.

 


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The Termite - 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. - Jason

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Jason, thanks for the response.  It's good that you are reading this very hard to find forum.

 

Hard to find and difficulity of providing feedback certainely impacts members ability to comment/benefit  and severely limits USAA's ability to listen, evolve and celibrate.

 

Anyhow, thanks again for stepping up to address a toitally avoidable problem.  Thant said, I think the once great USAA is devolving down the corporate sameness road of GE and Boeing.  Frustrated rank and file, bloated top end with Wall Street and Big Banking ethos - a far cry from USAA's communiuty lender of last resort roots.

 

Have a look here https://www.usaa.com/inet/wc/about_usaa_corporate_governance_board_of_directors

 

All well and good but a sameness.  No working spouses home with kids while significant other is doing double deployment.  No retirees whose second career vanished with COVID-19.  On and On.....

 

Initillaly I offered feedback to phone reps but grandma dosent need to be told how to suck eggs.

 

You get the picture, thanks again and good luck.

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2 REPLIES

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The Termite - 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. - Jason

View solution in original post

Highlighted

Jason, thanks for the response.  It's good that you are reading this very hard to find forum.

 

Hard to find and difficulity of providing feedback certainely impacts members ability to comment/benefit  and severely limits USAA's ability to listen, evolve and celibrate.

 

Anyhow, thanks again for stepping up to address a toitally avoidable problem.  Thant said, I think the once great USAA is devolving down the corporate sameness road of GE and Boeing.  Frustrated rank and file, bloated top end with Wall Street and Big Banking ethos - a far cry from USAA's communiuty lender of last resort roots.

 

Have a look here https://www.usaa.com/inet/wc/about_usaa_corporate_governance_board_of_directors

 

All well and good but a sameness.  No working spouses home with kids while significant other is doing double deployment.  No retirees whose second career vanished with COVID-19.  On and On.....

 

Initillaly I offered feedback to phone reps but grandma dosent need to be told how to suck eggs.

 

You get the picture, thanks again and good luck.

View solution in original post