I have been a member for two decades and witnessed many changes as I am sure most of this community has. Unfortunately, those changes have not been for the better. Last week a Member Service person, Ana, was supposed to handle an issue for me but did not resolve it or contact me about it. Today, I was asked to verify, my name, DOB, my phone password, my PIN, my child's name, my child's DOB and then they were also going to send me a text to verify my account. After six questions you would think I was clear to ask about getting additional insurance coverage. Instead, USAA has successfully pushed me to the point of finding a new provider. While this means closing multiple accounts, it has to be worth the trouble considering I can't talk to anyone about the ones I have!
This is difficult to read from a long-time member @Squires. We aim to provide all of our members with exceptional service every time and please know your comments are taken seriously. I'm providing your concerns to the appropriate area to review further and to follow-up with you. We truly appreciate your membership and grateful for you taking time to post your comments. -Paula