I received a mailer indicating a new lineup of benefits was available to VISA cardholders effective February 1, 2015. One of the benefits is "Identity Theft Resolution Services." The mailer invites you to check usaa.com/guidetobenefits for further details. When clicking on the "identity theft" tab, it opens up to a description of the benefit, and advises that VISA cardholders need to sign up with "CS Identity" to have their information tracked - but no URL was provided. I then got on the phone to 1-866-200-9866 to get help. They took my info, including credit card number, and verified I was indeed entitled to the benefit. Then they transferred me for further assistance. The individual then asked me for my MasterCard number, which shocked me, because I don't have a MasterCard. I was then told the benefit was only available to MasterCard holders, and that reduced benefits were available to Visa card holders. Naturally, I had a ton of questions, since 1) this contradicted both the mailer and the USAA website, and 2) contradicted what the first person on the phone had told me. She checked back, leaving me on hold for quite some time, and finally just reiterated that I was only entitled to reduced benefits ("lost wallet only"), and that she had no explanation as to why the USAA website read the way it did (after first trying to convince me it read something else). After expressing some mild frustration, I ended the call, realizing I wasn't getting anywhere, and turned to this chat room, hoping that 1) others could be alerted to the situation and 2) perhaps a USAA staffer could get on and explain what is going on. Thank you in advance should you be able to provide the latter.
