Highlighted
Contributor
I am absolutely disappointed this morning.  I have been using USAA for banking, saving, insurance, investing, and had all my eggs in this one basket for well over 20 years.   I am not upset with USAA for selling off their services if it gives me a financial benefit and savings, but what I have noticed and what disappoints me most is the fact USAA has systemically removed the ability of it customer services representatives to objectively handle customers on a case by case basis.
 
The BLUF on my story.  I have debt on a travel card which has an insane interest rate, debt I incurred due to unforeseen travel circumstances.  This is one card among other debt, so there is minor risk considering what I am asking for.  I have an above average credit score, never missed payments, but I cannot get help unloading this debt with high interest.  Transferring this debt with a lower interest rate would save me money, help me pay it off faster, and make USAA some interest income in the short-term.  The answer has been repeatedly, we can't and won't help you.  So, instead of transferring the debt from one account owned by another bank, USAA will continue allow this other bank to fleece money from my USAA checking account; taking monetary power from me and my bank to empower another.  Strategically makes no sense.
 
Over the years I have always depended on the high level of customer service that USAA has offered.  I have TRUSTED the care, compassion, and flexibility that USAA has offered.  It is why I do EVERY BIT of my banking, investing, and insurance with USAA.  In the past I have personally experienced USAA's objective approach.  I take risk having all my eggs in one basket, and they were wiling to trust their account holders.  It was a mutually beneficial relationship.  I no longer see that happening.
 
I am asking for no favors here at this point, but I am offering a suggestion I am hoping does not fall on deaf ears.  As USAA seems to be falling back on to its roots, I think Leadership needs to start looking at past policies which empowered their customer service representatives and their supervisors to make decisions that make the USAA experience one of a kind.  An automated system looking at my circumstances based on hand wave coded statistical analysis isn't always the answer. In relation to customer service it is likely not the answer at all.  Trust those you hire to speak with customers, and the Leaders you have supervising them, or this bank will decline to the point it is unrecognizable.  It has historically been why this organization has been loved so much by your account holders.
 
I understand that COVID has created huge hurdles and risk.  I have no doubts that it is creating complete chaos in the banking industry, but COVID is a new problem, and should not be used as an excuse for declining customer service.  This decline has been a slow roll over the past 10 years or so, not due to COVID.  USAA.....our company has not been like the others.  It has stood out from the rest.  Your systemic changes that fall in line with the rest are making you just that.....like the rest.  
 
I will crawl out of this hole that I have dug for myself...alone.  It will be a lesson learned.  It could of been a story that I have always been able to tell people, "you will not go wrong banking with USAA, they will always be there for you".  Not so much anymore.  The bank will be there for you if the computer says they can.
 
I am looking locally at smaller banks and see what they have to offer.  It is likely that I will change to support local smaller banks if I see a culture that I am used to.  Purhaps there isn't such a culture anymore.
 
One note that I do want to make...USAA Insurance gets a 10 out of 10 from me.  Insurance has never failed me.  Banking....disappointment is becoming a trend.
 
Genuinely Concerned,
JD
 
 

2 REPLIES

Highlighted

@BullfrogTraveler, we are sorry to hear of this experience you had with us and thank you for your 20 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 

Highlighted

I am a "Genuinely Concerned" member also, believing and agreeing with "not so much anymore".