Pathetic Customer Service

[FullBird]

USAA needs new leadership.  The existing leadership is incompetent and, in a word, pathetic.  

The new telephone menu sucks.  In order to get technical support, you now have to go through a normal customer service representative.  The insurmountable problem with that is that now your average hold times are over 40 freaking minutes!  How stupid is USAA leadership to think that waiting 40 minutes -- or even, as was the case two days ago, 3 freaking hours -- is acceptable?  Heaven forbid the call get disconnected or dropped while waiting on hold.  

[pinetree]

Pathetic USAA answer and no action!

[pinetree]

AMEN !

[USAA Social Service]

Hello @FullBird. We are currently experiencing higher than normal call volumes and are answering calls as quickly as possible. We also offer chat as an option. Volumes are high there as well, but you may want to try this option. You can chat with us by selecting "Reach a Representative", "Contact USAA" or "Ask USAA" on http://usaa.com. From the USAA Mobile App, you can select "Help". I have also escalated your concerns with the hold times and phone menu. -Colleen

[IRQVET]

I know their voice automated system is a real pain, my wife always knows when I'm calling USAA because all she hears in me yelling the background, "Checking, checking, F#cking Checking! Representative, F#cking REPRESENTATIVE!!!!!"

[USAA Social Service]

Hello @IRQVET, 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 

[Captain Kirk]

Why not move some of your chat folks over to the phones, as that is a service that requires more attention I'm sure.

Besides, it gives your customers a more personal touch when needing issues resolved.  A chat app is not a personal touch and serves only to distance yourself from your customers when they actually have an issue to get resolved.

[USAA Social Service]

Dear @Captain Kirk, 

Thank for the excellent suggestion! We appreciate it. - Jesse 

[FullBird]

Your reply is absurd.

You have been experiencing higher than normal call volumes for at least several days.  On Monday the average hold time was 2 hours and 45 minutes.  On Tuesday over 3 hours.  

Since I doubt the issue is competency of the phone representatives to do their job, the issue MUST be the incompetence of USAA leadership to have a sufficient number of representatives on duty.  

It's impossible that the call volumes are higher than what they have traditionally been.  The issue is insufficient staff to handle your routine volume.