Warning USAA customers. Beware what is happening to you.

Contributor
37,338 Views
104 Comments (104 New)

     I just transferred $2,000 from a brokerage account to another financial institution. I was charged an $8.95 fee for selling the stocks and I was also charged another $70.00 transfer fee. Unfortunately this was money being set aside for my grandkids, all profits from this account have been grabbed by USAA.

     This is the final straw for me. Something has changed with USAA over the past few years. They have gone from great to greedy. You can basically throw a dart and find a much better financial institution for insurance and brokerage. They no longer have a loyalty to or bond with their customers.

     Ive been with USAA exclusively since 1999 and now, sadly, I have to move on. I've already got my son out, next is my wife. I'm cutting all ties and warning everyone who will listen. I just got 2 more coworkers committed to cutting ties and spreading the word as I'm writing this.

     My auto insurance premium has been climbing steadily and I have never made a claim in almost 30 years. I talked to a USAA representative a few months ago about the price gouging and gave them one last chance. I easily found much more affordable insurance in a matter of minutes. Have you all been told the same lie about rates going up in your specific state? Good luck everyone.

 

104 Comments
USAA Service
USAA Service

Hi MarkLo, your concerns are very important to us and I am going to forward them to a specialist to review further. Once a review is complete, they will reach out to you directly. Thank you. -Marisa

Contributor

I have been a customer with USAA since 1985.  Over the last year, I have noticed a steady decline in customer service.  I don't know what happened but it is horrible!  I am extremely disappointed.  The customer wait times have increased.  The agents are not knowledgeable...once they finally call you back....there is an additional wait time......I have been on the line for more than an hour....the representatives are very rude....and incompetent.  They used to have mobile deposit facilities in local areas such as UPS etc.  now, they no longer exist.  I have been unable to make a large deposit due to USAA lowering the deposit limit.  When I asked why was the limit lowered, I was told that several factors are considered such as NSF, deposit history etc.  I have none of the issues that were told to me as the reason why the deposit history was lowered.  I am so done with this company!!!!!!!  Moving my money to another bank soonest!!!!

 

USAA Service
USAA Service

@truthful, I'm sorry to hear of this experience. I will have your concerns forwarded to a subject matter expert for review. ~ Sam 

New Member

This is so true.  USAA offerings and level of service has declined dramatically in the last 30 years I've been with them, especially in the last few, prompting me to sever all ties.  Unfortunately I had my boys, wife and stepkids sign up and now I need to get them to sever ties also.  This caught me off-guard, since they used to be such a reputable institution (maybe they're like Black and Decker, a reputable company that got bought out and dragged down?)  USAAs savings institutions do not offer competitive rates, I can no longer get an umbrella from them (go figure, I've never made a claim in all these years and my credit score is over 800...oh wait! I live in California...original sin!) which means I'd be foolish to have my auto and renters with them.  Most of their insurance is through other companies anyway, so they're an overpriced facade.  Their auto insurance is overpriced.  Their service has reached a new low, almost to ATT levels.  I terminated my insurance with them and was assured on 3 different calls that I'd be reimbursed yet here is a charge on my CC and no compensation.  They seem like they're "under new management" and in disarray.  Accordingly, I put in a claim with the CA Insurance Commissioner.  Sometimes I wonder if companies are now contriving to be clueless so they can hold onto our money, and of course they reside in the same State as Enron so Californians need to watch their wallets.  Please, PLEASE buy your insurance business elsewhere.

Occasional Visitor

Sadly, after over 30 years with USAA, I am taking my business elsewhere.  After the Government shutdown, I have moved the majority of my banking to Navy Federal. This was due to the lack of assistance or even understanding provided by USAA, unlike Navy Federal.  I have a home equity line of credit (pre-market crash) that continues to keep my home underwater.  In all my attempts to seek assistance with USAA Banking, I have only received a letter acknowledging receipt of my correspondence - six letters in all. Now, for the first time ever, I sought an auto insurance quote from another popular company and saved well beyond 15%.  When I called to tell USAA the representative didn’t even take the time to ask what could be done to retain my business of over 30 years.  I had always believed my membership with USAA was a relationship of trust and respect.  That no longer appears to be the case.  Highly disappointing.  Shop around for all products, you will be well served.

USAA Service
USAA Service

@Regretless, I saddened to hear that you have moved away from USAA after all these years.  I appreciate you sharing your history with us today and will forward it to the appropriate team for further review.  We take our members feedback seriously to be used for future products and services.  Thank you for you loyalty of 30 plus and look hope to be assisting you again down the road.  ~ Marco

Occasional Contributor
Old LOYAL members see the NEW USAA which has morphed since 2015 from the USAA that was true to the mission to serve the members. https://blog.refactortactical.com/blog/usaa-review/ Image and perception or the truth. You watch your six, today, the NEW USAA won't.
New Member

Have been a USAA customer for over a decade and have checking, savings, multiple cars insured, homeowners, one mortgage, etc...  

Recently applied for another mortgage with USAA and it was amateur hour in their mortgage department.  I was assigned three or four different points of contact within the first week.  Then after two weeks, not one of those contacts would return a phone call or email.  Apparently, everyone of the team members left USAA or took PTO during that period.  We had to extend closing date due to the fact that the appraisal didn't take place until a day or two before closing, and they it took days of calling before we were able to confirm that an appraisal had been done.  When we were assigned a new contact person she was unaware of major issues that would prevent closing, even when we brought them up.  

Even now, two days out from closing, there is no one willing to talk to us to discuss solutions.  

Not sure how long I will keep business with USAA but I would recomend looking elsewhere for a mortgage lender.  I have never had an experience like this with any lenders in the past. 

I am not someone who normally posts on this type of forum but have made a few calls to the complaint department over the past few days and have been repeatedly transferred to a voicemail (after being promised I wouldn't be transferred to a voicemail) and/or disconnected.  That combined with the fact that USAA does everything in their power to prevent their employees from having to communicate with customers by phone led me to this forum here.

USAA Service
USAA Service

@MRVCC, I have forwarded your post and account to this area for assistance. While I can't provide a specific time for being contacted we appreciate your patience while waiting for a response from this area.  ~Sarah

USAA Service
USAA Service

Hello MRVCC. I am sorry to hear of your experience. Although you start the process in our Loan Officer area and work with two individuals there, you are then moved into processing where you will only have one point of contact unless they will be out and usually a supervisor will take over. I did see that you received contact from the team Manger this morning as well as yesterday to discus the loan, and prior to that there was contact with Mrs. on 9/13. You may not have previously spoken to the complaint department as it is not their process to transfer you to a voicemail-rather they attempt to help as much as possible and request for additional action as needed. Feel free to reach back out should you need additional clarification on the status of your transaction. Have a great Tuesday!

Occasional Visitor

USAA has changed so much in the pass two years. The best part of their credit cards was a set rate for balance transfer. Now they are behaving like a commercial bank. The insurance keeps going up and the checking and savings service are being limited. Seems like I would have to go back to commercial banks ore stick with Navy Federal.

USAA Service
USAA Service

@CVW, Thank you for the feedback. I would like to forward your concerns to a Subject matter expert for review. Can you elaborate how checking and savings are being limited as well please? Thank you ~Tom

Contributor

My question to all of you who posted here is has anyone been contacted by USAA about their concerns? Probably not.

USAA is primarily funded by young joes who think of USAA as a family member to the service members. Mosf are too young to understand that there is much better out there. I have been out of the Army for 14 years but I still work with these young joes daily. I steer them away from USAA and explain how USAA sold out to make money over providing great services. 

 

I have been reading over these posts and convinced that USAA does not bring anything to the table any longer. If it does not put dollars in their pockets, they dont care. As soon as Im back home from Iraq, I'll be moving my assets to a new location. I no longer use their insurance or mortgage services. Im done with USAA since they are no longer for members and all qbout tgeir profits. 

Occasional Visitor

I've noticed a change as well. There used to be no wait times and every customer service representative could answer anything when you called. Over the last six months I've started seeing wait times and customer servcie has begun referring customers from department to department, and have been noticeably less knowledgeable in their own departments. I've also noticed USAA has been using subcontractors for servcies they used to do in-house. For example using Nationstar for mortgages, and sending their brokerage services to Victory Capital. I liked everything better when it was all in-house. No issues with Nationstar or Victory Capital, except when you call for multiple services Nationstar is never able to reconnect you to another department. Also USAA stopped offering HELOCs. 

 

I really hope whatever changes management implemented in customer service is undone. There has clearly been a change for the worse. I like USAA, have been with them for 12+ years, and don't want to leave. I'm holdong out and hoping for positive change! Still a good bank, just some noticable changes that need polished!

 

-Josh

USAA Service
USAA Service

Hello @joshthelefty. It is horrible to hear that you feel this way over the past few months. We never want to hear things like this from our members. I have forwarded your concerns for further review. -Colleen

New Member

I have to echo these concern. I received notification that USAA would be closing my banking accounts, but will still offer insurance. They will not tell me anything other than i have violated their deposit agreement. I have 6 figure accounts and recently I have made a few large transfers to build my dream car. They did warn me that if my savings balance changes they will convert the account to a checking account. Well I guess I’m not profitable enough for them so they are deciding to close the accounts. Very sad this Bank has taken such a turn. I have been a customer for 19 years! Bye USAA! THEY ARE NO LONGER SUPPORTING SERVICE MEMEBERS UNLESS THERE IS A SUBSTANTIAL PROFIT!

USAA Service
USAA Service

Robert33 - 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. - Jason

Contributor

There has been a huge decline in Service & Customer Service from USAA for the past few years.  I have been a member for over 29 years & today was the "straw that broke the camel's back".  After having my credit card canceled for "suspecious activity" (purchases from Amamzon since everyone is homebound from the COVID-19 situation-really??). This is the 3rd time in approx 2 months, not to mention USAA stranding me in foreign countries several times AFTER being notified the time period & where I was traveling to. It's crystal clear the "Credit Card" department has no clue what they are doing.  (I have already called & was issued a credit card from another, local bank.)  

 

I moved all of my "Investment" accounts since they decided to not allow us to move money to or from those accounts without jumping thru hoops and there being a waiting period. The whole reason for having the & Investment accounts with USAA was the convenience of one stop shopping.  They have removed any and all reason for their existance.  They are no longer "convenient" and certainly do NOT offer competitive rates! As soon as the period of insurance coverage is up, all of my insurance needs will be moved too, cutting the last of my association with this company.

 

In looking at the previouse comments and the response of "So sorry, I will forward this to the appropriate specialist for review" its also clear that nothing is being done at the management level to correct the serious decline in this company. Sorry USAA, are your own worst enemy.

USAA Service
USAA Service

I am saddened to read that you are thiking about switching companies for your insurance needs. Please know that we are here to review your policy and answer any questions you have.Please let us know how we can help. Thank you for 29 years of your membership. 

Regular Contributor

I totally agree with the other posts. Currently gaming planning on how I'm going to transfer to another bank and auto insurance. 

 

I was planning on getting a personal loan, but USAA has limited personal loans to $5,000 and requiring pay stubs. Logged into NFCU, can get personal loans up to $50,000 and approved immediately. I would assume with the history I have with USAA and a credit score of 850 it wouldn't be a problem to auto approve $5,000. 

 

 

USAA Service
USAA Service

pew-pew-pew -  I am sorry that we were unable to pre-approve you for a personal loan. Please know that we consider many factors to be in compliance when anyone applies for credit. We appreciate the feedback as it will help us improve future service. Thanks for adding your your voice to the conversation. - Jason

Occasional Visitor

USAA boast of the millions they give back to USAA members but do they mention the mention the thousands they ripped off my medically challenged son. Middle of April we started efforts to transfer UTMA account to a brokerage account. USAA called my medically challenged son claiming they needed a document now. My son asked if they would talk to his father. USAA said not good enough liquidate options. Quess what when father was notfied, father submitted paperwork and now new account can participate in option trading. But USAA says too late swallow the loss. Of course this caused overdrafts on his checking account. Being calling USAA and leaving Inquiries. Suppose to take 3-5 business days to get a reply that was 7 business days ago. The only reply we get fromUSAA is concerning his overdraft. In the mean time saving and banking accounts frozen. Can not get his unemployment check. Can not get USAA to investigate his case. Been 13 days without action. Would not recommend anybody with a medically comprised family member to utilize USAA.

 

USAA Service
USAA Service

Good evening @white Pine victim, I appreciate you reaching out to USAA however regret to hear of the circumstances. This is certainly not the experience we strive to share with our members. I was able to locate your profile and will engage the appropriate area for review. If more information is needed you may be contacted. We do appreciate your patience in advance. Thank you. -Emily 

New Member

     I have been a USAA Member and Customer for close to Twenty Years. I have my Checking, Savings, Car Insurance, and Homeowners rental insurance with USAA.

     I have been denied a New USAA Credit Card Multiple times.  

       I was late on my Credit Card payment in 2013, and my Card was cancelled. It was one week before my VA Disability came thru and recieved 12,000 dollars in back pay. I am a 100% Disabled Veteran with Three Combat Tours. 

       Since then, I recieved a Secured Card from USAA with a two thousand Dollar Limit. It went nowhere,and USAA refused to upgrade me, so I cancelled the Card. USAA did offer me a Car Loan in 2017, but wont give me a Card? Capital One did, Best Buy Did, MY NEW BANK DID!

       After taxes I take Home 54K. My Credit is "Fair to Good"  I just payed off a car loan with another Bank.

  Since my Bill trouble in 2013, I have paid all Bills on time, in Good Faith.

       Half my Banking now is with another Bank. I am seriously considering moving all my Banking to another Bank. I was just refused a Credit Card Again. I am Starting to cringe when I see the USAA Commercial " We know what it means to Serve" Frustrated!!!

USAA Service
USAA Service

@Honorably Served, We appreciate your loyalty of almost 20 years, and we'd hate to lose your business. I understand that you have concerns regarding denials on credit card applications. Please allow me to share your concerns with the appropriate team for review. We'll conduct a thorough review of the situation. ~DC

Occasional Visitor

Dear USAA, I understand that you just recently sent all your Managed accounts to Charles Schwab....Thats your call. The frustraiting part is that when I called USAA, no one knows whats going, like "I'm so sorry I dont konw whats going on, haven't heard of this" If your going to move peoples money at least make sure your own employees know what to do. Competley useless customer service. Also your Automated answering system has been getting worse and worse and worse. The reason I came to this bank is that I got through to a PERSON quickly, not any more.....looking to mve my stuff

Contributor

I've been complaining of wasteful advertising and rising prices for the past few years but thing continue a downward spiral.  Only two of my 11 cars are still insured with USAA and I moved my home owners insurance to the other auto insurer and saved almost 50%.  My boat claim with USAA was the worst insurance experience of my life! The leadership isn't listening and its a shame.  I hope they right this ship soon.

New Member

I have been with USAA for around 25 years and over the past 5 years I have noticed a marked change in thier level of customer service.  I called a USAA agent last week and asked them if I could add another payment option on my Home Equity Line of Credit to which I was informed that I needed to fill out a Authorization Agreement For Preauthorized Loan Payment form.  The agent then stated I could Fax it or mail it in through the postal service.  I asked if I could upload it like I had done before and he stated no.  I mailed this form in and called today to speak to an agent to see if they had recieved the form yet.  The USAA agent said I had mailed the wrong form in since they had discontinued use of the form I was sent recently.  She also stated I had to fill out this new form and I could scan it and upload it.  I still have not been able to add this payment. This all took place during the COVID-19 pandemic.  I have spent about an hour a month for the past 10 months on the phone with USAA agents lately and have had nothing but problems.  I  think thier company is getting too big and is losing the personal touch they had in the past. Employees dont seem to communicate with each other and each persons training seems to be hit and miss.  I will not recommend them anymore and I will let friends know about the problems I constantly encounter with USAA and I will be closing my accounts soon.

New Member

what does it take for USAA to approve a hail storm damage claim to a residence?   My home has obvious damage from a severe hail storm with wind gusts up to 72 MPH.  Limbs and branches from tree were blown into our home.   I cannot sell my home without disclosing to a prospective buyer the damage that exists.

the USAA Claim Rep had the unmitigated nerve to call the damage 'wear and tear' claiming that is not covered under my policy with USAA.

it clearly appears that USAA is on a campaign to deny hail storm damage claims using any pretextual reason to try to evade coverage.

Frequent Visitor

Have seen a huge decline in customer service,

premiums keep rising and employee bonuses are at the expense of customers 

I see first hand the chaos with bank consent order 

no one knows who is accountable and more and more foreigners are in charge 

Daily Confusion with how to address OCC,

meetings canceled by leadership due to being unprepared or simply oblivious how to correct the gaps in Articles 5 and 7

team members jumping ship to other areas is common and a clear sign the ship is sinking 

moved my assets to another bank and am delighted with customer service 

I watch the chaotic environment fumble daily just to find how to use zoom or search when to take PTO

leadership new hires ( some are clowns and inept at leading and even worse as so

called clowns) are stunned at how poorly the organization is run and  yell for help all day

Stop clowning and get your job done

You were not hired as court jester

go join a circus if all you do is spit out pathetic jokes and make fun of others 

 

hard to find qualified staff to hire so they take anyone with a pulse 

The good ole boys philosophy persists 

a well formally (graduate )educated Hispanic  senior, female , disabled ,veteran doesn't have a chance except maybe as a "go for" as a 6 month contractor who gets no feedback or acknowledgment of effort or job well done and can't work 3 min OT without causing a stir.

I agree with others, USAA has gone from good to greedy 

I refuse to line pockets of leadership with my hard earned money so they can be rewarded for poor performance with  an 18%. Bonus 

 No leadership communication and too many foreigners who cannot be understood 

New Member

I am growing weary of the constant price hikes in my homeowners insurance. Every year they magically raise the cost to rebuild my house and thus the insurance premium.

 

They cited $57k in replacement costs for unattached items. I said the only unattached item I have is a fence, less than $2k and I can rebuild it myself.

 

Overall, my impression is that quality of service and price competitiveness are going downhill.

 

Today I get a message saying they have been miscalculating my auto insurance premium since 2013!


why are they spending all that money on advertising, used to be word of mouth about service and price coupled with world wide service were enough.

 

New Member

I don't know what is going on with USAA these days. Wait times are out of this world, the ability to navigate to a real person is almost impossible. I'm getting conflicting directions from different reps. My parents, my children and myself are all w USAA. They have been a pleasure to work with over the years but now something is different.  I've been trying to get my 92 YO. Mothers auto insurance cancelled for over 4 months. The vehicles were sold over two years ago. I was told that  to do this on her behalf, I'd need a POA, which I obtained. I was told to upload it to her profile which I did. I was told they would review it and get back to me within 5 days. That was 4 months ago. Since then, I've uploaded the POA 4 times and every time I call they don't have it. The last time I called the rep told me I'd need to submit a "special form" which was basically their own POA. I already have a legal POA why do I need another? Was never told about a special form the last 5 times I've called! I did not complete the form, however 4 days later I got an email from USAA saying my POA had been magically approved!?? I thought they couldn't  find it! So last week I called to finally get the auto insurance cancelled. I waited 45 min on hold only to have the rep curtly tell me I have the wrong department. She forwarded me to the other dept...on hold 45 minutes...I hung up. Today I received yet another warning about the auto bill being due. It doesn't appear I'll ever get this resolved. I will be very upset if my mother's life long perfect credit is sullied. 

USAA Service
USAA Service

@Peanut221, thank you for your continued patience and I am saddened to hear that your experience hasn't been up to par with your requests.  Please know, I have forwarded your frustrations and situation over to the appropriate team for further review.  ~ Marco

New Member

35 year member here (auto, home, banking).  I used to be proud to recommend USAA as a company that truly served its members.  Not any more.  Refinancing the house a few years ago was an absolute nightmare.  I am currently trying to open a joint checking account with another couple...I have spent over 5 hours on hold over the course of months to no avail.  We are assured they have everthing they need from us, but the system is not cooperating.  While the customer service folks are as nice as ever, there seems to be a lack of training and general sense of confusion.  We wonder if the push for new customers has destroyed what used to make USAA so special.  Very sad.

USAA Service
USAA Service

@frustrated 16, This is concerning to hear. I'd like to have a specialist take a look and review what is causing the issue. A Deposit Specialist can be reached at 210-531-8722 or via chat from HELP/Contact Us. 

I will forward this message to the appropriate area to review your concerns. ~ Lori C

Visitor

My gut tells me USAA is a company in trouble. Their rush to dump everyone's IRA account to Charles Swab in the middle of the Covid crisis was an eye opener. Just tried to apply for an auto loan. I didn't even apply. Why? They have a self imposed limit of  $50,000 in new loans because of COVID. What the heck? The only reason I haven't left yet is momentum after 30 years but that is quickly changing. I don't want my accounts and insurance to be tied up in a dying company. 

USAA Service
USAA Service

Thank you for your message! With regards to the loan, I would be glad to explain. In anticipation of a possible recession, USAA needs to ensure it is appropriately protecting the financial security of members; therefore, USAA is taking actions to tighten credit. USAA hopes these measures will be short-lived, however, they are aligned with USAA’s mission to ensure the financial security of its members. These measures help USAA avoid extending a line of credit to members who are unable to repay. This will protect the entire membership now and in the future. I do appreciate your time and interest in a loan with USAA, while I do not have a specific date of when this may change, please do check back later. 

Visitor

I have been a USAA member since 1988 and I am not buying into your explaination in why USAA is not offering auto loans over $50, 000. I don't know if other banks doing the same thing. Couple this with the high number of complaints, the Charles Swab IRA fiasco and I am loosing confidence in the viability of USAA. Are you preparing for USAA to be sold? 

USAA Service
USAA Service

@Lioneljoe, Sorry to hear that you are losing confidence. We appreciate your trust and loyalty since '88 and look forward to many more years. I am forwarding your concerns now to a Subject Matter Expert to be reviewed. Thank you for reaching out and I hope you have a great 4th.  ~Tom 

New Member

My husband and I have joint checking and savings with usaa, along with auto, and home owners insurance. Although we have had no tickets, or claims on our auto insurance it has steadily gone up. My biggest problem lately has been trying to do transfers to pay bills. I have always been able to do transfers to pay rent and other bills. And now all of a sudden transfers of over $250 are held for a rediculous amount of time. I have been waiting for a week for funds to come through, and each time I get on to see if my funds have been released I see a new release date. I tried to cancel the transfer the moment I saw my funds wouldn't be available for, what was indicated to me by usaa, a couple of days. Now my bills are late, and I have late fees. I have had to transfer money over every  month to pay bills, and have never had a problem before now. This is beyond frustrating.

Visitor

I checked with other banks and USAA is the only one in my area that has a $50,000 auto loan restriction. So the claim that USAA has to restrict auto loans to under $50,000 "due to coronavirus" is false. 
The ironic thing is that I want to trade in two cars with loans for one car and one car loan. This would have reduced my monthly car payments by $500.  Yet, USAA will not let me even apply for the auto loan. Hence, that is why I am skeptical of USAA's financial health. 

Contributor

I have been a loyal USAA member for about 46 years. Recently we had a 61% increase in our homeowners premium due to two claims the prior year. The increase over three years will completely pay back the two claims and more. I studied insurance at SMU and this was not how I learned premiums were set. This seems unfair and I've received bids from two other insurance companies for considerably less. I've been speaking with Melanie Ware with the Advocacy Resolution Team. She promised I would receive a call from someone who could help me. After about three weeks I've received only one call from a USAA representative which turned out to be a mistake and am still waiting. During this time I have made additional calls to USA looking for help and have received none. I was told I should FAX USAA requesting someone from "Underwiting" to call me. That was around two weeks ago and still no call. I have called Melanie back and left messages on two to three occasions and have not received a call back from her yet. I read the complaints from other USAA members about how the company has changed for the worse. The BBB rating was "F" for a while. We used to feel so good avbout the care we received from USAA but now we're so very disappointed. Customer service has fallen off a cliff and homeowners rates are through the roof. We will leave USAA very shortly unless we receive effective help in the next few days. If not we will will be leaving as have three of my USAF friends.

USAA Service
USAA Service

I have located your account and will forward your concerns to the appropriate area. While I can't provide a specific time, I appreciate your patience while waiting for a response from this area. -Nick

New Member

I have been a USAA member for 25 years. @ months ago we just got our 3rd Auto Loan through USAA. Well today I decided instead of replacing the transmission in my truck I was just going to get a couple year old truck to replace the old one with.  I attempted to fill out the Auto Loan and My military Information was not listed. I called in and I was told that I was not eligible to be a member anymore because my Discharge was a General discharge.  They refuse to try to help at all and I am afraid All of my accounts and Business will soon be removed from USAA.

USAA Service
USAA Service

 

Thank you @VNad for your 25 years of membership and sharing your experience with us today.  I certainly understand your concerns about your accounts being removed after all these years.  We truly appreciate your patience and know that I have forwarded your situation to the appropriate area to further review your concerns.  ~Marco

Occasional Visitor

I’ve been a USAA member for over 25yrs and in reading experiences from other members here I'm astonished by such cavalier stances USAA is now taking. Why does USAA refuse to work with its members to reconcile and correct mistakes, errors, or miscommunications/omissions?

 

Last summer, USAA charged a $1.13 fee (without my knowledge) to a credit card account I had stopped using for years and had a zero dollar balance. USAA then destroyed my stellar credit rating so I cannot get the loan I need to support my family and business during this pandemic.  No phone call. No voice message. No email. No electronic communication to reach out and alert me.  Now USAA says there is nothing they can do to fix this with me.  I disagree.  USAA can work with its member to fix the issue but refuses. Had I not applied for a loan in May, I may never have known USAA destroyed my credit rating last year.  Now that I’m aware and attempting good faith measures to resolve the issue of $1.13 (one dollar and thirteen cents - not a typo), USAA chooses to put more barriers in place.  USAA just recently removed the account in question (several weeks after I initiated correspondence to reconcile it) as though nothing ever existed. 

 

USSA Core Values:

“At USAA, we're dedicated to the financial well-being of our members and their families. We strive to uphold our high corporate and employee standards by using good judgment and common sense in everything we do, and by staying true to our core values of service, loyalty, honesty and integrity.”

 

Well, I’m not sure typical people (members or non-members) would agree given the stances taken by USAA on some of the matters I've read here.  In fact, what USAA is doing to this member may be legal (technically), but I sincerely doubt any rational person would call it ethical.   

 

I implore USAA to live up to its mission statement, core values, and ethical principles that those of us who served our Country in uniform proudly live by today. 

 

USAA proclaims:

We're Ready to Serve. Over the decades, we've stood by our members. With our roots in the military, our employees are committed to bringing its methods to your finances and its values to our service.

 

USAA slogan:

“What you're made of, we're made for”.

 

Really? Prove it, USAA.  From what I'm experiencing, seeing, and reading . . . it's all just a gimmick now.   

USAA Service
USAA Service

@TheDeuce, thank you for your loyalty over the past 25 years. I understand that you have concerns about a credit card fee and its impact on your credit. I realize the importance of supporting your family and your business during this pandemic. Therefore, I'm sharing your concerns with the appropriate team. Please allow some time for a thorough review of the situation. ~DC

New Member

Been with USAA for over 30 years with all of my needs--all insurance, all banking, all mortgage, all everything.  The company used to be the best of the best.  Customer service has now all be disappeared--the contractors they have hired know nothing.  When you call, you do not get USAA you get contractors hired by USAA.  Hold times are longer.  No call backs.  No one can do anything.  No one can connect you to anyone.  I am fed up with USAA and am seeking another institution to move my business to.

Contributor

It seems as if USAA is doing everything in their power to NOT be a military only company.  Heck, if your great great great great granddaddy was in the Revolutionary War, you can be a member.  Why not just open it up to the entire world? At this rate you're not too far off from making it happen.

 

You have already moved from an officer only company, to shedding every single shred of extras that were once a great thing about USAA - prepaid spending debit cards that family members could add money to - GONE.  Car buying service - soon to be gone!  Investing - GONE.  Mutual funds - GONE. Trust services - GONE.  Soon mortgage services will be next.  When was the last time you offered home owner lines of credit?  

 

You now have the 1st CEO to be non-military.  You are NOT heading in the right direction.  Who do YOU stand for?  Who do YOU represent?  Because it sure doesn't look like you represent me. And if you're not careful, you will begin to lose a whole lot more people - me included.  

USAA Service
USAA Service

Thank you @ChuckCo for your membership and more.  We certainly understand your concerns and know that I have shared your feedback to the appropriate team for further review.  We truly appreciate you reaching out to us via USAA Community and wish you a wonderful and safe weekend.   ~  Marco