I have been a member of USAA for over 35years, my husband for even longer. Today again I am on hold to take care of some banking business. Thus far over 45 minutes . Last time on hold very long time then had to speak to various individuals whe DID NOT have the knowledge to help me. Finally third transfer to Seniro Resolutions Specialist who helped us with our CD and said anyone in banking sales should have been able to do this. Funny none could and it took over one hour of frustration plus being on hold with the OBNOXIOUS USAA song !! This time looks like it might be a two hour call due to being on initial hold so long.
THis is NOT the USAA from 5 years ago. USAA was a crown jewel of customer service for 30yrs. WHAT HAPPENED?!!
Time to think about moving away.
@35yrsmember, Thank you for your 35 years with USAA. I am so sorry to hear of your frustration and for the long hold times! This is never the experience we want you to have. We want you to be confident when you call in and that we will take good care of you. I am forwarding your concerns now to a Bank specialist for review. Again, sorry for the inconvenience. ~Tom
I have had the exact same experience today and also had the same experience on Saturday. There seems to be no such thing as customer service any more. I have been a member for over 50 years: I will be moving most of my holdings away from USAA.
Agree. I am currently on hold and recording states 35 minutes. USAA 'theme" song in background. 37 Year member and its now a far cry from the company it use to be. The only reason i am calling today is to inquire about a letter that i recieved asking for infomation from me pertaining to a Trust. Same letter I recieved in December and sent in the information AND called to confirm it arrived and was attached to my file. USAA said it was and we were all set. 60 days later I recieve the same letter requestion same information. I have copies of all the infomation I sent and the dates of communication. I have no confidence in this company and thats why we withdrew all financial invenstments last year. I think its time to consider the last few accounts that remain and go elsewhere.