Attention to Detail

Attention to Detail

Sha Doug's avatar User  Sha Doug  (Opens a pop up layer) New Member

Ive been a USAA member for 5 years and I have to say my recent experience has been very frustrating. I currently just made it to my 3rd base this past Saturday but before that I was on leave and while on leave my debit card had been hit for fraud which was last Monday. I give kudos to USAA for catching it right away but the process after was very upsetting. I explained to the lady I spoke with from USAA that I was in the process of PCSing and that I needed my new debit card sent to my new base which she said that was fine and then asked me what the forwarding address was. I gave it to her and she said I should expect it on Thursday, which was the day I would be heading to my new base. That Friday I went to check the post office on base to see if the card had made it and they said they had not received it so then today I went to the USAA bank here in San Antonio to find out that they had sent the card to the address of where I was on leave at. As you can imagine, I'm very frustrated at this point because clearly the lady I spoke to originally did not pay attention to anything I was saying but I asked if they could send it here and expedite it, the lady says yes but it will cost me $8 and it will take 2 days. Why should I have to pay for USAA's mistake. I've never had any issues with USAA until this point and I must say its making me question whether I should stay with them. I sure hope I get my debit card in 2 days as promised.

Re: Attention to Detail

WendyPolingUSAA's avatar User  WendyPolingUSAA Administrator

Thank you for taking the time to share your concerns about your experience ordering a new debit card. Please contact one of our service specialist. They will be in the best position to address your concern. You can reach a specialist here, or by telephone at 1-800-531-8722. We hope to hear from you soon.

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