As a 30+ yr member, I've become increasingly disappointed with the support I've received over the past ~5 yrs and worsening now over the past ~2yrs.
In short, today after a full hour on the phone and speaking to no less than 7 agents on a BillPay q/problem, I was passed from dept to dept after inadvertently dropping out of a hold I was put on by Victoria ****..I think based on what another agent told me. Victoria was agent 3 in today's process). There evidently is no way to route one back to a particular agent. Regardless, the frustration points are: I had to verify with the phone auto-sys, and each agent I spoke with which seems excessive given tech capability these days; it took 7 agents, one of which couldn't see my profile to verify me; the last agent did not see any of the previous agents having had contact with me nor were any notes added by them apparently; my q/problem goes unresolved. And, the survey that was offered at the beginning of the call and which I accepted to participate in never happened.
Service in general has deteriorated in my experience at USAA to a point where we need to consider other options for banking/etc services. They can't seem to get some of the basics right in our view.
***Moderator comment: Removed MSR info
@HeavyHaulerCC, I would absolutely be frustrated too. This is never the experience you should have. I am forwarding your concerns now to be reviewed by a bank specialist. Thank you for reaching out and letting us know. ~Tom