How very frustrating. I have advised time and time again USAA that I travel extensively to over 80 different countries. Yet every time I move from one location to another, there is a hold on my credit card due to possible fraud. Now, this would normally not be bad, but most 3rd world countries do not have internet readily available, so the phone service (wifi for me) does not work. I live abroad and travel abroad. I am certainly glad I am not in the military anymore and have to deal with this issue. I just wish USAA would somehow acknowledge that my Amex gets used all over the globe. I get notifications that tell me when $5 has been placed against the card. I believe I am capable of monitoring my own business and do not need Amex/USAA big brother to hold my hand.
Also - HATE the voice answering service. It is very much indiciative of the customer service most companies based in the United States provides. No real customer service as there is only a machine. Back in the day, a real person answered my calls and helped me. The machine does not even understand what I am trying to say, so it just says goodbye and hangs up. Pitiful! And all to save a buck!
Generally, I am pleased with my USAA banking products and services - the credit card fraud is out of control and the phone answering service is just sorry.
I believe that overseas and the 3rd world area is where much of the fraud is originating.
Since the bank is extending you the credit, and providing you protection if your card does get hit, then it is in their interest to monitor for potential fraud.
In cases such as yours, what they really should do is let you sign a waiver accepting full responsibility for any and all fraud charges in lieu of monitoring. I don't see that happening, so maybe you should just use pre-paid credit cards.
Adding a country does not prevent them from blocking. I have wasted many hours updating the country and dates only to get to the country and find my card is now blocked. Thankfully, I have a card for business that I can use - amazingly enough it has never been blocked no matter where I travel, USAA's answer to my latest email -
Thank you for your email regarding your American Express Card ending in XXX. I understand your frustration and want to sincerely apologize for the inconvenience this issue has caused. Please understand our fraud prevention procedures are unable to be negated; however USAA offers travel notification services and security notification preferences which can be updated before you travel.
You can update your travel plans by entering "Travel Notification" in the search field and picking the "Manage Credit Card Travel Notifications" link. If you're unable to update your travel plans, please reply to this email with the following:
1) Four digit security code on the front of your credit card
2) Intended travel dates and locations
It is important to know that adding a travel notification doesn't guarantee that all charges will be authorized. Rest assured, we'll continue to monitor your account for potential fraudulent activity as part of our commitment to help keep your accounts safe. To help ensure this process does not interfere with your travels, we ask that you please update your security and fraud alert preferences so we can contact you promptly if needed:
1) Click "My Profile" at the top of this page.
2) Select the "Manage Preferences" link.
3) Select the "Account Alerts" link to update your preferences.
Dear Dr Burbank,
I see you have received an email response from us, but I wanted to offer an additional outlet in case you have additional questions or concerns. You can always send us an email at email@example.com (please be sure to include your member number) and an issues you are having and we will get a banking specialist in touch. Thank you.
I am sorry that you have been expierencing difficulty with the travel notification and USAA's securty detection service, I must admit that I would be absolutly embarrased to have my card declined(and have in the past), But I too have been victom to unauthorized use of my accounts and even though I was inconvienenced by the decline, it saved me a lot. Even with other credit card companied adding the travel note on the card does not garantee that the credit card or debit cards will not be turned off, at least until some one can verify that you are the one making the transaction. I want to commend you that you had the fore sight to add a travel note to your account, it does believe it or not help.
As far as your troubles with the automated system, my personal reccomendation is that you use the touch tone only switch, by pressing the *8 keys on your phone the voice line becomes touch tone use, makes it a bit easier to navigate when in a noisy or busy location.
I hope that this helps a little.
Hey I have a question. I made an online purchase last week and the shipping address for the item I bought is back home and I am currently serving overseas. Now obvioulsy the card's billing address and the item I bought shipping address do not match. So I went to use my card today and got a decline. I am assuming its because that address issue. To my luck today is Sunday so I cannot contact USAA to find what happened with my card. My biggest concern is that the card got cancelled. Do you have any idea if it might be cancelled or I just have to make a call to USAA to activate it again? Because I am overseas and if the card got cancelled I am f%^&. But if it just got blocked until I notify and clear things up with USAA then Im ok. Please advice, thanks.
"I made an online purchase last week and the shipping address for the item I bought is back home and I am currently serving overseas. Now obvioulsy the card's billing address and the item I bought shipping address do not match. So I went to use my card today and got a decline. I am assuming its because that address issue. To my luck today is Sunday so I cannot contact USAA to find what happened with my card. My biggest concern is that the card got cancelled. Do you have any idea if it might be cancelled or I just have to make a call to USAA to activate it again? Because I am overseas and if the card got cancelled I am f%^&. But if it just got blocked until I notify and clear things up with USAA then Im ok. Please advice, thanks."
I work in credit card servicing for USAA. Due to your issues getting the credit card to work, CCS is open for support for declines, fraud, security locks, deployed members (Overseas), and for lost or stolen cards 24 hours... You will need to tell the system that you have a lost card to reach a represenitive.
The other issue could be due to not a address error, but may be due to a reissue of your credit cards with the EMV Smart chip built in. If you have access to USAA.com, you can see if a card activation is needed if you have a state side address. The cards if this is the reason dor decline are deactivated roughly 6-8 weeks after the cards are issued to allow them to arrive. Please if the cards were activated make sure that you activate and start using the new card. If the card was stopped due to a security alert you should receive a alert via, call, text/SMS, or via email, to notify you of the alert and to have you call us.
Please be sure to contact us so that we can investigate the issues with the credit card asap.
International Toll free number :: 008-005-318-7220
If you need to you can contact us via Collect, Dial the collect number for the country that you are calling from (like in the USA, it's 0 or 1800-collect) and then on the back of the card is a 210 number and we do accept the charges for the call.
I Hope that this helps you, and we look forward to hearing from you soon.
USAA Credit Card Services (Contractor)
Thank you for taking the time to post here. I have sent your situation over to the bank for further review. In the meantime, I recommend following Jesse's advice. Thank you.