So I tried to add an external transfer account. You *used to* be able to do this on line, but now for some reason USAA requires a signed form (which can be faxed in, and is no more secure than an on line submission). I sent in the form. USAA tells me to go on line to verify temporary deposits made to my external account. I do that, and the site says I have to be "fully authenticated" (whatever that may mean!) and locks up. I call USAA. Takes me about 10 minutes and three tries to get around the automated voice recognition system which has *never* responded correctly to a request in the years I have attempted to use it. When I said "verify transfer account" it took me to a funds transfer, and started a transfer I had not requested. Pressing "0" repeatedly did not help, nor did the voice command "agent". Call in again. "Agent" worked from the main menu, but there's a 20 minute wait.
Eventually USAA called me back and their agent was unable to complete my request, getting the same inscrutable "needs to be fully authenticated" message I got. Total elapsed time more than an hour. I asked for the problem to be fixed, and for the IT department to call me. Neither has happened, as I expected.
I don't think USAA wants to stay in the banking business any more than it wanted to stay in the brokerage business.
I will probably get a call from the "Executive Office" after I post this. Hint to whoever is monitoring this stream: Don't bother. They listen attentively, promise a response, and then never call back. They are also never at the number they provide during the original oh-so-sympathetic call. Don't patronize me! Fix the problem or let me know why it can't be fixed. In writing. You have my postal address and e-mail address. All the information you need to do that is in this message.
I'm waiting.
