mccusker's avatarmccuskerMember Stories | ‎03-09-2014 03:42 PM

Bad Customer Service -- what has happened to this once great company?

Comments

hey jim's avatarhey jimOccasional Visitor

by hey jim on ‎03-09-2014 07:12 PM - last edited on ‎03-12-2014 08:57 AM by Administrator

I am a 45 year member and have NEVER ever ever had anything but super service from USAA. Something is terribly wrong if you have. I encourage you to write the Boss direct. He actually reads his mail and i guarantee you he will both respond personally AND fix the problem. Customer service begins at the top for USAA. - je

I am a 45 year member and have NEVER ever ever had anything but super service from USAA. Something is terribly wrong if you have. I encourage you to write the Boss direct. He actually reads his mail and i guarantee you he will both respond personally AND fix the problem. Customer service begins at the top for USAA. - je

Dealsvr's avatarDealsvrRegular Visitor

by Dealsvr ‎03-11-2014 07:13 PM
I too have had some poor service,I've called in to have changes made and was told that dept was not open...at which point I asked could they have someone contact me and was told no I would have to call back, after several of those it got very frustrating and I also was not used to that type service from an excellent company that had always taken care on the first call
I too have had some poor service,I've called in to have changes made and was told that dept was not open...at which point I asked could they have someone contact me and was told no I would have to call back, after several of those it got very frustrating and I also was not used to that type service from an excellent company that had always taken care on the first call

Analisa's avatarAnalisaAdministrator

by Administrator ‎03-12-2014 09:00 AM

We strive to provide excellent service to our members because you deserve the best. If you've experienced less than stellar service, we'd like to know more about it so we can research your situation. Please send a message using this link and we'll contact you soon. 

We strive to provide excellent service to our members because you deserve the best. If you've experienced less than stellar service, we'd like to know more about it so we can research your situation. Please send a message using this link and we'll contact you soon. 

4PeteSake's avatar4PeteSakeNew Member

by 4PeteSake ‎03-12-2014 10:53 PM - edited ‎03-12-2014 10:55 PM

I see comments about poor service but  can say, personally, I've been a member for many years and have NEVER had a bad experience with USAA...EVER. Some of the few negative comments I've seen frequently are more with their affiliates than USAA itself. If someone they contract with is treating you in a less than professional manner I'd definately suggest letting them know. They work with so many different companies and organizations I'm sure it's hard for them to know what goes on in every interaction. I have no doubt if someone they have recommended does not meet their standards they will stop recommending them and find others who WILL give you good service...but they can't do anything if they don't kow about it. I have had extensive experience with USAA's services... my car being totalled by a drunk driver, my basement apartment flooding, a number of times needing my car towed, and I have all my insurance and some of my financial accounts with them. The latest was just yesterday when my car got hopelessly stuck after a snow storm and most of the towing services in town were only taking emergency calls....that was the case with all the ones they contract with...a 6 to 7 hour wait! After a short conversation with one of the lovely folks over the phone, they called around and found someone they didn't contract with who could take care of me within an hour. I had to pay for it myself at the time but called back right after I was pulled out and they immediately reimbersed me for the entire amount. God bless USAA and that wonderful woman who went out of her way to help me!!!!! All I can say is that we are all human and USAA deals with so many people their are bound to be problems once in a while. If your experience is negative, call them and talk to them about it and give them a second chance. They really do try to do their absolute best for each and every customer but they are human too... and nobody's perfect. I have to say they come pretty darn close in my book. :o)

I see comments about poor service but  can say, personally, I've been a member for many years and have NEVER had a bad experience with USAA...EVER. Some of the few negative comments I've seen frequently are more with their affiliates than USAA itself. If someone they contract with is treating you in a less than professional manner I'd definately suggest letting them know. They work with so many different companies and organizations I'm sure it's hard for them to know what goes on in every interaction. I have no doubt if someone they have recommended does not meet their standards they will stop recommending them and find others who WILL give you good service...but they can't do anything if they don't kow about it. I have had extensive experience with USAA's services... my car being totalled by a drunk driver, my basement apartment flooding, a number of times needing my car towed, and I have all my insurance and some of my financial accounts with them. The latest was just yesterday when my car got hopelessly stuck after a snow storm and most of the towing services in town were only taking emergency calls....that was the case with all the ones they contract with...a 6 to 7 hour wait! After a short conversation with one of the lovely folks over the phone, they called around and found someone they didn't contract with who could take care of me within an hour. I had to pay for it myself at the time but called back right after I was pulled out and they immediately reimbersed me for the entire amount. God bless USAA and that wonderful woman who went out of her way to help me!!!!! All I can say is that we are all human and USAA deals with so many people their are bound to be problems once in a while. If your experience is negative, call them and talk to them about it and give them a second chance. They really do try to do their absolute best for each and every customer but they are human too... and nobody's perfect. I have to say they come pretty darn close in my book. :o)

ThomasHubbardII's avatarThomasHubbardIIEstablished Member

by ThomasHubbardII ‎03-20-2014 08:05 PM

USAA gets worse every year, that's for sure!

USAA gets worse every year, that's for sure!

blumark0's avatarblumark0New Member

by blumark0 ‎04-12-2014 10:04 PM

I have been a member of USAA since 1974.  I thought I was to deploy to VietNam /SE Asia and wanted to get a credit card to buy something for my girlfriend/fiance.  USAA gave me a credit card. 

 

Have been a member now for 40 years.  Did marry the girl friend on her birthday; 40 years ago.  Still married and doing fine. USAA hs been a friend for the most part with Home, Auto, and Life Insurance products as well as their MasterCard of 40 years.

 

But what the heck is with USAA lately? 

Perhaps they are too big to fail, or too big and will fail?

When a company looses its personality and core group, it may very well loose its existance.

I have been a member of USAA since 1974.  I thought I was to deploy to VietNam /SE Asia and wanted to get a credit card to buy something for my girlfriend/fiance.  USAA gave me a credit card. 

 

Have been a member now for 40 years.  Did marry the girl friend on her birthday; 40 years ago.  Still married and doing fine. USAA hs been a friend for the most part with Home, Auto, and Life Insurance products as well as their MasterCard of 40 years.

 

But what the heck is with USAA lately? 

Perhaps they are too big to fail, or too big and will fail?

When a company looses its personality and core group, it may very well loose its existance.

blumark0's avatarblumark0New Member

by blumark0 ‎04-12-2014 10:11 PM

USAA has been very good at responding to questions about USAA accounts.  I do think however, that some of the affiliate companies that strive for USAA customers are lacking.

USAA has been very good at responding to questions about USAA accounts.  I do think however, that some of the affiliate companies that strive for USAA customers are lacking.

blumark0's avatarblumark0New Member

by blumark0 ‎04-12-2014 10:19 PM

It would seem that USAA is now  (too big that it will fail.)

 It is mostly with affiliate companies I think, that loss of trust is occurring.

It would seem that USAA is now  (too big that it will fail.)

 It is mostly with affiliate companies I think, that loss of trust is occurring.

blumark0's avatarblumark0New Member

by blumark0 ‎04-12-2014 10:26 PM

I think it quite interesting that I am a "new member" on the website.  Joined USAA in the year 1974.

 

But the/their poor COMPANY computer can't keep up with heebie/jeebiees I guess out there, HA.

I think it quite interesting that I am a "new member" on the website.  Joined USAA in the year 1974.

 

But the/their poor COMPANY computer can't keep up with heebie/jeebiees I guess out there, HA.

smurphy's avatarsmurphyNew Member

by smurphy ‎05-17-2014 01:48 PM

 

I am a 30 year USAA member and I can say without a doubt USAA is deteriorating rapidly in customer service.  I'm slightly embarrassed to admit I used to brag to my non-USAA friends about what a great company USAA was.  In a sea of money-chasing banks, USAA was an island of good products and outstanding service.  It appears those days are gone.  Two recent examples:

 

A few months ago my wife was in a car accident - no injuries except the cars.  As luck would have it the other driver, who was at fault, was also a USAA member.  After weeks of non-returned calls to the USAA adjuster, disputes over repairs, and denial of my rental car claim, I was embarassed on behalf of USAA members everywhere.

 

Last week USAA cut off my credit card.  I was out of town on business and it was highly disruptive.  I called to find out why and everybody I talked to told me something different.  After being bounced around on the phone I was told the card was frozen because of suspected fraudelent activity on May 6th - almost two weeks ago.  Nobody ever tried to notify me or my wife and after getting an epic run-around, I'm betting even money the whole thing never happend.  Now I get to go two weeks without a card while wating for my new one to arrive, presumably via the Pony Express from San Antonio.

 

I'm not sure when it happend but I would estimate about two years ago - eveything from inabilty to get a representative, to hold times, to insurance claim confuson, to credit card hassles, to friendly, knowledeable people on the phone (which used to be the thing that impressed me most) has gotten noticeably worse.  Some of it has gotten embarrassingly bad.

 

I'm a loyal customer, but I must admit I'm thinking of packing up the whole thing, taking it to my local Credit Union and starting over.

 

 

 

 

 

 

I am a 30 year USAA member and I can say without a doubt USAA is deteriorating rapidly in customer service.  I'm slightly embarrassed to admit I used to brag to my non-USAA friends about what a great company USAA was.  In a sea of money-chasing banks, USAA was an island of good products and outstanding service.  It appears those days are gone.  Two recent examples:

 

A few months ago my wife was in a car accident - no injuries except the cars.  As luck would have it the other driver, who was at fault, was also a USAA member.  After weeks of non-returned calls to the USAA adjuster, disputes over repairs, and denial of my rental car claim, I was embarassed on behalf of USAA members everywhere.

 

Last week USAA cut off my credit card.  I was out of town on business and it was highly disruptive.  I called to find out why and everybody I talked to told me something different.  After being bounced around on the phone I was told the card was frozen because of suspected fraudelent activity on May 6th - almost two weeks ago.  Nobody ever tried to notify me or my wife and after getting an epic run-around, I'm betting even money the whole thing never happend.  Now I get to go two weeks without a card while wating for my new one to arrive, presumably via the Pony Express from San Antonio.

 

I'm not sure when it happend but I would estimate about two years ago - eveything from inabilty to get a representative, to hold times, to insurance claim confuson, to credit card hassles, to friendly, knowledeable people on the phone (which used to be the thing that impressed me most) has gotten noticeably worse.  Some of it has gotten embarrassingly bad.

 

I'm a loyal customer, but I must admit I'm thinking of packing up the whole thing, taking it to my local Credit Union and starting over.

 

 

 

 

 

Missarmy83's avatarMissarmy83New Member

by Missarmy83 ‎06-09-2014 09:00 PM
USAA's service has gone to s**t! I was charged hundreds of dollars more from a company than agreed to. One of those door-to door meat scams. I submitted documentation. I've filed a complaint with the attorney general. USAA gives me a different answer every time I call or I get hung up on between the 50 transfers. I worked for USAA prior to serving in the military, and I'm embarrassed at how no one seems to be able to do anything except read a script and transfer a call so it can be dropped!!!! Disgusting
USAA's service has gone to s**t! I was charged hundreds of dollars more from a company than agreed to. One of those door-to door meat scams. I submitted documentation. I've filed a complaint with the attorney general. USAA gives me a different answer every time I call or I get hung up on between the 50 transfers. I worked for USAA prior to serving in the military, and I'm embarrassed at how no one seems to be able to do anything except read a script and transfer a call so it can be dropped!!!! Disgusting

1ConcernedMember's avatar1ConcernedMemberOccasional Visitor

by 1ConcernedMember ‎02-27-2015 09:12 AM

I too regretfully used to praise and brag to other freinds about how great USAA works and responds to its customers.  I am sad to say that all that praise over that last week can be honestly redacted.  This comment is not based on a single incident or just one bad phone call.  Between my wife and I we have been given the run around, with no follow up or due diligence on behalf of the claims representative assigned to us. The representatives handling the claim in his abscence are rude and do nto seem to be on our side.  We have done all of the leg work pertaining to this claim. It has been a week since we opened our claim and they just got around to get my vehicle to the body shop.  We have forgotten how many phone calls we have placed to get through, and even worse to attempt to escalate to a manager is a daunting task.  We sat on hold for over and hour and then we got a message stating the office is closed. 

 

I sure hope that the right people are reading these posts and as we are a member community we can work to not let these types of events continue to take place. 

I too regretfully used to praise and brag to other freinds about how great USAA works and responds to its customers.  I am sad to say that all that praise over that last week can be honestly redacted.  This comment is not based on a single incident or just one bad phone call.  Between my wife and I we have been given the run around, with no follow up or due diligence on behalf of the claims representative assigned to us. The representatives handling the claim in his abscence are rude and do nto seem to be on our side.  We have done all of the leg work pertaining to this claim. It has been a week since we opened our claim and they just got around to get my vehicle to the body shop.  We have forgotten how many phone calls we have placed to get through, and even worse to attempt to escalate to a manager is a daunting task.  We sat on hold for over and hour and then we got a message stating the office is closed. 

 

I sure hope that the right people are reading these posts and as we are a member community we can work to not let these types of events continue to take place. 

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