As a 10+ member of USAA, I have seen a steep decline in thier customer care. I'm defitely shopping for a better bank. Just Google military banks and any one of them will offer you a better customer experience than USAA.
I never thought I would feel this way about a bank I once thought was the next best thing to sliced bread, but I now feeling that USAA is taking advantage of our service men and women for private benefit.
I called today with a problem and I was told the bank's policy is to not be helpful unless the bank was at fault. I can't remember the last time I called a company for help and the first words out of their mouth was to quote their anti-customer, policy. Yes, the problem ended up being a bank error, however the CS agent refused to say those words. An, "I'm sorry, I see we made a mistake and we are sorry" would have gone a long way. Instead, I got, "we took care of the problem, what more do you want?" The answer....an apology.
Yes, attitude is important, but the majority of CS agents I have run across lately could care less about the customer.
I sincerely regret to hear your experiences with our team have been less than exceptional and not what you have come to expect from USAA. We value your feedback and comments and I will be sure to forward to our Member Feedback Teams. Please let us know if there is something we can provide assistance with at the moment. Thank you for sharing your thoughts with us in Community.