There was a time not too long ago when USAA could walk on water.  Well, that ship has sailed.  Now USAA has become THE most pathetic and incompetent financial institution in the entire world.

 

1. Hold times are insane;

2. New website design is a joke; and

 

... most importantly, perhaps, is how USAA has thrown deployed service members under the bus.  There used to be a hotline for deployed members to get immediate support 24/7.  Holding us to your normal customer service hours is simply stupid considering that on our planet there exists a concept called time zones.  

 

Now deployed service members either get ZERO phone support or else wait in the queue for a 40-minute to 3-hour hold time to reach a representative.  

 

Now, before your start with the mindless drivel about how USAA accepts collect calls, anybody who has mastered third-grade reading knows that he FCC has eliminated collect calls several years ago.  The only US telephone companies that handled incoming overseas collect calls were AT&T and, IIRC, Sprint. They promptly ceased all collect call services upon getting FCC approval years ago. 

 

With no collect calls, the absurd 40+ Knute hold times are at international direct dial rates often exceeding $3.99 per minute.

 

Seriously, USAA, you now suck sewer water and every single member of my unit will be warned.


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I couldn't agree more.  Add to the already listed failures to USAA's customers is the arrogant "we know what's best for you even if you don't want it" attitude of the IT/website department.  Killing the Deposit@Home feature for no reason other than trying to force everyone to like their idea of using cell phones to make deposits was my final straw.

I found out my local bank has a "hero" account for military and first responders...no service fees and everything I used to have with USAA...including personnel who care about their customers.  After 37 years...Bye bye USAA banking services!  

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Hello. I'm so sorry to hear you are experiencing so many concerns with us causing you to no longer believe in us. I will add this feedback to the prior feedback you've already provided in your previous post. Thank you!

In other words---who cares?  USAA---gone with the wind!  From class to zero class.

Does USAA do anything with the feedback.   The lack of customer service, complaints, and no I do not get letters in the mail but documents on the website after asking for years to only get letters.  I am on the ohone now to reidentify myself.  The phone sent me to credit cards  she transfered me to website support who said hold on I need more information to be put in  a 13 minute que for where I do not know.  USAA does not care about the customer or the service.  Now only 26% are related to the service.  How do you know what the service is about

Hello @diferminds. I am very sorry to hear of the long hold time and your concerns. We do have a specialised team that does review all feedback from our members. I have forwarded your concerns regarding these issues. -Colleen

who would you forward to.  Is it someone that is going to do something?    Or was this just forwarded.   It appears USAA does a lot behind the scenes that they need all this information but when asked they do nit know why they need it.  Maybe complaints to OCC will help find information out

I fully agree with you.  I'm comparing auto insurance now, that's all I have left here.

Smart move leaving USAA.

I couldn't agree more.  Add to the already listed failures to USAA's customers is the arrogant "we know what's best for you even if you don't want it" attitude of the IT/website department.  Killing the Deposit@Home feature for no reason other than trying to force everyone to like their idea of using cell phones to make deposits was my final straw.

I found out my local bank has a "hero" account for military and first responders...no service fees and everything I used to have with USAA...including personnel who care about their customers.  After 37 years...Bye bye USAA banking services!  

View solution in original post