Unacceptable! No Access to MY Accounts



You're blocking access to my accounts until I complete a survey?  Unacceptable. I'm a third generation, 18 year member with a plethora of USAA accounts and products. Don't hold my money hostage until I complete a survey estimated to take 40 minutes between 8 accounts. I need to buy groceries for my family. 


(For the record-The other institution I bank did not block access to our money to fill out the same exact survey!)


So I call customer service and get transferred to three people over the course of 50 minutes. I'm told the verification information provided the third time is no longer  allowing access--and I have to call back.


USAA, your customer service has been in decline for a decade. Figure it out quickly or else I'll take my money elsewhere. 


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I'm so sorry to see USAA trying to ruin more veteran lives. I'm a 26+ year member. They put the first hold ever on me the entire week of Thanksgiving. I had no money to buy food for my children. USAA didn't care. They ignored me and left for Thanksgiving holiday

Hello @CodyS32 and I'm sorry to hear of this experience you had with us regarding a deposit hold on your account. 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 

Actually, ignored would imply no knowledge. They acknowledged my state of affairs and said we will do nothing for you at this time. Happy Hungry Thanksgiving from USAA I guess. They way they treat their veteran customers is EGREGIOUS and wholly unacceptable.

Didn't you get the memo?  These Gestapo tactics are how USAA will "Honor Through Action" the military community.

Customer service at USAA has went down hill for years now.  We are in the process of closing our accounts with USAA!  Terrible service!!!

@lablover715, I'm sorry to hear you have not received exceptional service from USAA. We value your membership and certainly do not want you close your accounts. I have located your information and have forward your concern to the appropriate department for further review. - Robyn

This answer and situation is disgusting and must stop.

I'm sorry to hear of the frustration this has caused you, @MCB10, that's certainly not our intention. I will forward this to our Subject Matter Experts to research further for you. Please know, they aren't in the office overnights, and will need time to complete the needed research for resolution. They will also forward your feedback to the appropriate team to address. - Cathleen