USAA's alleged "service" had dropped to zero!

[Colonel Computer]

As a 48-year member of USAA, I'm currently looking to move my multiple bank accounts and my insurance policies on 2 homes and 3 vehicles to other businesses.  USAA's former excellent service has dropped to abysmal levels in the past 2-to-3 years...it's impossible to resolve any issue since first-level emloyees seem to know zero and everything at USAA and on their website is designed to keep a members from contacting anyone with any clout.  Just a pathetic loss of previous good service to a maze of people who seem unable to resolve anything.  Wake-up before you lose more & more multi-decade members like me.

[J R M JR]

I must concur. As a member since 1977 I recall when the phones were answered by humans who worked for USAA (not interminable "press-one-for" bots and offshore call centers and contractors) and the board focused on members rather than expanding into an uncontrolled (and uncontrollable) behemoth that likely focuses on making its own members richer while frustrating the common members. What a change in half a century: the unfair fees, the generally fair to poor telephone service, the pathetic mortgage officer with whom I had to deal, the moronic home damage adjuster who apparently had no incentive to return calls in a timely manner, and now the refusal to pay an auto claim...well, we're looking at State Farm. At least they admit to being a business and don't masquerade as a family. Perhaps the catch phrase should be, "USAA, we know what it means to serve ourselves from lowly members' capital."

[J R M JR]

Ummm, a bit red-faced here, but I just got off the phone with a USAA rep who was very professional and listened to my story before talking. Thank you, Mr. Sutbay. It turns out I misread the letter. The denial was for damage to the U-Haul truck itself, and not to the other vehicle, which is covered by the liability portion of the policy. However, when you throw rocks the size that I did you can't be surprised when one bounces back on you, so I think full disclosure is called for here. Also, if I had adhered to my old habit of letting a letter sit overnight before mailing it, my previous post might not have had the level of invective I can see in it now.

[Old31Kilo]

I just closed my credit card about 5 minutes ago because it was repeatedly declined for "possible fraud" - even though my purchases were historically from the same vendor(s), same amounts, etc. My card was useless since January.
Then over the last two days my debit card had the same issue.
Already moving to a local credit union that is maybe 60 feet from my front door. With people inside!
The only thing I'm waiting on is for my direct deposit to switch over.
I can't carry cards and not be able to rely on them.
This is exactly the reason I left BofA.

[USAA Social Service]

@Old31Kilo, thank you for the information on your experience. We know fraud is never fun and we do all we can to protect your accounts and information.  We will certainly submit your feedback to be reviewed and appreciate you letting us know. 

[USAA Social Service]

This is extremely concerning to hear @J R M JR. We do appreciate your membership since 1977 and I'm very sorry you're experience hasn't been what you've come to expect from USAA. I thank you for your taking the time to provide your feedback and I'll make sure that your voice and frustration are heard to be addressed properly by our best team. ~Marie

[pinetree]

What a pathetic reply.

[Old soldier]

Seems like the level of service has been on a downward slide for years now.  It sure ain't like it was under BG (Ret) McDermott.  I'm right behind you Colonel; 38 year member here -- back when being a "member" still meant something.

[MancalledPhyfe]

In the feast and famine of a struggling small business ....got 4 NSFs on the account.  Called to complain/ correct the issue/ pay fees/ complain some more

1st rep.... confused but seemed ok until she put me on hold without saying ...then dropped the call after 5 mins

2nd rep on this new call was def offshore, couldn't handle the basics... transferred the call

3rd rep... confused, also put me on hold without asking ...then transferred the call without coming back to the phone

4th rep Morgan... old school USAA ...vocally energetic, pleasant, knew her sh...  Explained the why's. Fixed her part then transferred

5th rep ...young, pleasant ...finished me up 

Can't speak to whether it's a trend yet but the service today was so initially disappointing and really off from what i've been used to with them.    To tie a bow on the experience ... highlighting a deficiency in the training...  I come to the community main page and the top news feed.... USAA getting rid of these same NSF and ATM fees this year.  

[USAA Social Service]

@MancalledPhyfe, thank you for sharing your experience with USAA today. I can certainly understand your disappointment with a dropped call, multiple transfers and confusion from USAA representatives. Our members deserve excellent service, and I regret that you did not experience this level of service today. We will review these interactions for servicing opportunities. ~DC

[Tortive]

Couldn't agree more and have been slowly transitioning away over the past two years in the hopes that things might change. Now only a couple of accounts left. Been a customer for 20 years and convinced three veteran family members to open accounts as well. All are looking elsewhere. 

I remember the days of having all my services; investments, insurance, ccards, etc. and very upset with their transition away from veteran services. Now it's just slick advertising talking about how they service veterans and spend millions of dollars doing so while reducing services to the veteran and proudly focusing on social virtue issues. I just want to bank with a company that services the customer base that created the organization instead of talking about it. 

They do offshore their call center even though they say they don't, a couple of years ago I called multiple time and spoke with a "John Smith" with an indian accent so thick I had to hang up and call back after being on hold for 30 minutes. If you really dig you'll find a statement that they only use off shore call centers for peak volumes. I found it odd when I called at 0300 in the morning it was peak volume time.  

[USAA Social Service]

@Tortive, it trouble us to know that you feel this way after your long term membership. I would like to share your feedback. Can you share if there was an event or service you experienced that caused you to feel this way? We would want to know and take action to repair. We would appreciate the response and look forward to hearing back from you. Thank you. ~Suzy

[pinetree]

This is stunning. The slide at USAA has disrupted the lives of so many great customers. Beyond belief and appears to be top-down orchestrated. Why are so called "members" being treated with such disgrace they leave USAA with disgust?

[Riverbend]

Agree with the drop in service and ability to talk to someone who can answer a question,  USAA employees have voiced the same experience.  

[Thurston Howell]

40 years here and agree 100% with the decline in service. I have been waiting for 2 months for 2 beneficiaries to be added as Payable on Death to our checking account. It took 4 weeks to get the first one added and I have called no less than 3 times after that to ask why the 2nd beneficiary was not added. Today I was told the system would not accept the 2nd one because the 1st one was added and the action is now closed. I was asked to resubmit the form for the 2nd beneficiary. Are you kidding me? You already have the signed form and the system process failed on your end.  I made the same changes with two other online banks without a problem. Think it is time to close out all my USAA accounts, checking, auto and homeowners insurance. 

[notwhatiexpected]

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@ wrote:

40 years here and agree 100% with the decline in service. I have been waiting for 2 months for 2 beneficiaries to be added as Payable on Death to our checking account. It took 4 weeks to get the first one added and I have called no less than 3 times after that to ask why the 2nd beneficiary was not added. Today I was told the system would not accept the 2nd one because the 1st one was added and the action is now closed. I was asked to resubmit the form for the 2nd beneficiary. Are you kidding me? You already have the signed form and the system process failed on your end.  I made the same changes with two other online banks without a problem. Think it is time to close out all my USAA accounts, checking, auto and homeowners insurance. 

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That's what happens when you deal with Gilligan instead of the Skipper...

[USAA Social Service]

@Thurston Howell, Sorry to hear this has been such an ordeal getting the POD set up. I am forwarding your concerns to a Bank Specialist now to review this. Definitely should not take this long. ~Tom

[USAA Social Service]

@Colonel Computer, I'm sorry to hear your service experience has not been a good one recently. I am escalating your concerns so that we may have an opportunity to address them further. Once reviewed you will be contacted directly. Thank you. -Cynthia