Problems with USAa
User Molan_Labe (Opens a pop up layer) Frequent Contributor
User Deecoop (Opens a pop up layer) Contributor
User jefree1 (Opens a pop up layer) Contributor
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.
User ABW1997 (Opens a pop up layer) Contributor
I have been a member of USAA for over 20 years (joined as a cadet) and I cannot help but notice that USAA (service, website platform, etc) has gone STEEPLY down hill, especially in the past 3 or so years.
I have had repeated problems with my ATM cards being deactivated (always at the WORST POSSIBLE times) because of so-called "suspicious" activity (like transferring money between two different USAA accounts - BOTH OWNED BY ME --- what on earth is suspicious about that??????). I've had overdrafts show up very late (well past when they could have actually been helpful to me). I've even had my name misspelled on accounts. It's like amateur hour. My fiancé (also a USAA member) had his vehicle title issued incorrectly TWICE. And after sending it back overnight FED-EX, per USAA's instructions, they could not locate it for nearly two weeks. He also lost 5 shares of Starbucks stock whose disappearance USAA Brokerage service could not explain. We've had other issues as well. In fact, we've had more issues/problems in the past 3 years than I have had in the preceding 17+ years combined.
WHAT HAS HAPPENED TO USAA?????????
I am convinced there have been major changes (for the worse) in their leadership in the past few years and these are not being owned up to.
I will say, though, that no one at USAA has ever been rude to me (I've probably been the rude one, in my growing frustration), so I am not unhappy with direct customer service. But the errors and oversights and inconsistent application of standards/procedures, etc, etc, is getting to be too much and both me and my fiancé have seriously considered defecting to another financial institution to conduct our everyday banking. My fiancé has already closed his USAA brokerage account and we no longer use them for home loans or credit services (other than for overdraft).
PLEASE RESTORE SOUND LEADERSHIP!!
User Cynthia USAA USAA Service
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.