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Contributor
Today I had the worst experience ever with this company and truly could not believe the unprofessional and disgusting person I just spoke with. She refused to tell me her name but stated SHE WAS CALLING ON BEHALF OF THE CEO, in response to some requesting to speak with a manager. She refused to answer my questions and told me she wasn’t going to go back and forth with me but wouldn’t provide a yes or no answer. She then hung the phone up on me saying WE HAVE NOTHING FURTHER TO TALK ANOUT THERES NOTHING IM GOING TO DO. Wow is this how we treat or service members and there family.... does the family rank and social status determine the level of respect you get as a customer. I would simply like an apology and response to this disgusting behavior and tell the CEO how I have never been treated so badly when someone calls on behalf of him. This just happened on 12/13/2018 at 1530 hours est.

3 REPLIES

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Hello @Upset customer atl, I'm sorry to hear how let down you feel. Our aim is to provide great service to all of our members every time and I'm engaging a specialist to help with your concerns. -Paula

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Unfortunately this is what we're dealing with now at USAA. I've had almost the exact same treatment with my issue except after talking with someone from the CEO's office who was going to get back to me with some resolutions to my issue I got a "there is nothing we can do for you" standard letter. I should mention that the person from the CEO's office then dodged my 10 followup voicemails asking for a update on our conversation.
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My experience with USAA over the past 3 years, versus the previous 35 years, has unfortunately mirrored this poor experience.  Your advertising has increased and you probably still do the basics smoothly, but anything else is an expensive hassled experience.  When I voiced a concern, I got the same general and unhelpful response cadence - feigned caring, standard letters, no real personal effort.  

I have moved more and more of my new business to other companies, and I am genuinely sorry to have to do that.  When I started with USAA in the 70s after my Army Officer father had used them for years, I thought I had the one company I could count on for life.   Unfortunately, I have been less impressed, and even more disappointed these last few years with their treatment of me and my children than I would have believed possible.

I believe this will finally be noticed in slowing or falling numbers, but in the meantime, a lot of us are going to fall into that category of disappointed and surprised.