Terrible Customer Service

[Dogfaceponysoldier]

I don’t know what’s going on with USSAA customer service but it’s at an all time low. My credit card balance changed 3 times in 2 days by over $1,000 and I called to ask for an explanation. The first woman sighed when she answered and then began to talk to me like a child asking me if she was using too big of words and if I was capable of understanding her. I asked for a supervisor and she flatly said no and hung up on me. I immediately called back and after several more minutes of dealing with automated questions, a second woman came on and said before I could speak to a supervisor she had to “verify” me and demanded I give her my full credit card #, expiration date and the 3 digit code on the back. I told her I had a password to use and she again demanded I give her what she asked for or I couldn’t speak to a supervisor. I refused and she hung up. I tried a third time and this woman asked why I needed a supervisor and when I told her and when I said I wouldn’t be “verified” by the last woman, this one began to yell at me and then told me she would be filing a self complaint about the way she was acting and then hung up. How are we supposed to speak to a supervisor or how is USSAA customer service supposed to improve if we can’t get past these people to even file a complaint? This is the worst service I have ever seen and my questions were still not answered and I’m still questioning why a customer service rep (that supposedly has access to all of my information) needs my cc#, expiration date and code on the back in order to transfer me to a supervisor... This is not a pro Veteran company, they’re obviously only looking out for themselves as evidenced by their refusal to transfer me to a supervisor.

[USAA Social Service]

We are sorry to hear of this experience you had with us. We understand the seriousness of the situation. We have located your information and will engage a specialist to review the details. Thank you for speaking up today. ~Sarah 

[BoerneGirl]

Any updates?

[BoerneGirl]

I had almost the same experience.  I had a recurring transfer to another bank which failed.  I called to ask why the transfer had failed (since I had transferred previously to this contra bank) and the first representative told me she could not determine why and to call the contra bank.  I spoke with the contra bank, who had excellent customer service and hold music that did not make you want to tear your hair out after five minutes.  The contra bank could not provide any additional information since their systems did not show any attempts at deposit.  They suggested it would be best to allow them to pull the money from USAA going forward.  I agreed.  

I then went to USAA.com to attempt to cancel the original recurring transaction.  Not possible.  There was no means in which to cancel the transaction.  Called customer service to determine how to perform the cancellation.  I was also spoken to like I was a child who could not locate a simple button.  I explained to the reps the button was not visible and even provide screenshots.  I asked to speak to a Senior advisor.  Nope, that was not going to happen.  I was told there was nothing they could do.  I pointed out that USAA must have a  manual method to delete a recurring transaction when the self-help tool did not provide one and that I would appreciate speaking with a Senior Representative.  By the fifth rep - yes I said fifth rep, I was connected to an honest and polite bank representative.  This rep stated she could not determine why the button to cancel the recurring transaction was not visible and that she would send a ticket to IT.  I thanked her and hung up.  Total time: 60+ minutes. I logged in the next day to attempt to cancel the recurring transaction again and the necessary button appeared.  Moral of the story, you cannot cancel a recurring transaction, using the self-help tool, on the same day a transaction fails.  I hope someone notes this and passes it on to the Reps and IT.  

The good news - I used my 60+ minutes holding to open new accounts at the contra bank and will be closing my USAA accounts.  I previously moved my investments prior to the sale to Schwab.  I also previously moved my insurance so that I could cut my rate in half.  Now I am moving my bank accounts for better customer service and transparency.  All together - $6.5m in assets moved away from USAA.  It breaks my heart, because I truly believe in the mission of USAA, but how much can one member take?

#waynepeacock

#bank

#wedotherightthingbecauseitistherightthingtodo

[USAA Social Service]

@BoerneGirl, I am so sorry to hear that this happened. It frustrates me as well to hear how difficult this was. It also saddens me to hear that you are moving your business away from USAA. I hope we can win your trust back. I am forwarding your concerns to a Subject Matter Expert now to review this. Please accept my apology and I hope you have a great weekend.  ~Tom

[BoerneGirl]

Thank you for your acknowledgement.  It is very much appreciated.  I would like to add one additional experience to my previous email.  Due to the closing of USAA Trust Services, I incurred $2,000 in attorney fees to remove USAA FSB from my Will and Trust.