When I cannot have my concerns addressed by the original "representatives," what is the next highest step? Is there an Open Door policy within this organization? Where can I find a list of email addresses or phone numbers for me to be able to escalate my issues?
Filing with the BBB is absurd. The BBB is a paper tiger.
Td1917, you can always ask for USAA's executive escalations. There are special, senior representatives available to handle certain cases.
Also, if you feel USAA has dropped the ball and you are dealing with a banking issue, contact the bank's regulator. Without looking it up, I'm guessing USAA Bank is regulated by the FDIC. To be sure, you can look it up on the Federal Reserve website. Banking regulators are REAL tigers and not stupid little shills like the BBB.
If your issue is with insurance, your state insurance commissioner can LART USAA into taking appropriate action.
Again, with a large bank, the BBB is generally a waste of time.
Thank you. I agree, the BBB isn't really the way to go for me. It's not deceptive business practices or anything that I am concerned with. It is simply the human factor and the canned responses that I have been receiving for 2 days. I keep trying to be logical about my situation, but I have been treated unfairly in the last 2 days. The latest email I received said that my complaint and issue have been sent to the next level. We'll see what they say, but in the meantime I'm still out $1200 for 8 days and not a single person that I've spoken to really is concerned at all. :(
I will, however, continue to spread my experience via any social media and public site that I can reach. The result of the last 2 days of run around is that 6 members of my family who have been USAA members (some for more than 40 years) are willing to walk with me and cancel banking, credit card and auto accounts along the way.
"Filing with the BBB is absurd. The BBB is a paper tiger."
They are all paper tigers, even the CFPB. At least when it comes to individual complaints. What they do is pick up on the statistical data that will may indicate a legal issue they can possible pursue. What all these organization really do for the individual is forward your complaint back to the business for a response, then provide that response to you. It would be in very rare circumstances that any other action would be taken.
What I like about the BBB, is they publish both the complaint and the response. As a consumer, this is by far the most effective way for me to determine how the business responds to various customer service issues, than just seeing one side of the story.
No, that's not entirely true.
The CFPB has enforcement powers that the BBB will never -- ever -- have. First of all, banks are afraid of the CFPB. Judging by USAA's historical response to the BBB on check clearing issues (it's all there in the BBB site), the BBB inspires them to laugh. Of course, this could be because with RDC check clearing USAA is always right, but that's not the issue. If the customer has a legitimate complaint, it cannot be swept under the rug with a generic equivalent "We don't care."
Further, you seem not to understand just what the CFPB does and can do. They most certainly can and when necessary do tell a bank they are in the wrong. CFPB enforcement actions are not limited to the multi-million dollar fines you read about in the papers. And then there are banking regulators. Banking regulators at, for example, the FDIC most certainly do order banks to perform certain actions in specific instances.
The BBB is a good resource to see if institutions voluntarily do the right thing. The original poster has already gone a bit up the ladder so I doubt voluntary action on the part ofvUSAA is going anywhere. That said, I doubt a letter to the FDIC or CFPB would work either. USAA is right in holding the check. However they might see the need to do a better job examining things to members when they do.
Clearly. However, it is a ridiculous excuse they are giving me and every day without my money is infuriating me. According to the last message, my issue has been further escalated and I am awaiting a reply. All I would like is to expect some sort of consistency and some respect. The voicemail I received from a "manager" is down right disturbing.