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USAA - Customer Service: In Training
Complaint
Review by andersonj56 on 2012-10-25
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SAN ANTONIO, TEXAS -- I've been a USAA member for 18 years and until a year ago I thought USAA was the best financial institution anywhere. But I've had to call customer service six times in the last year to correct errors they've made. The last experience was the worst. They had incorrectly shown my bank account as overdrawn and posted a $400 charge to my credit card for the overdraft. After 30 minutes on the phone with the checking section my balance was corrected, but I had to speak with the credit card section to get the overdraft reversed. The credit card customer service representative was completely inept and so I asked to speak with a supervisor. At that time I was connected to a member of the executive resolution department. She indicated that the overdraft would be reversed and the $400 would be taken from my checking account and credited back to my credit card account. Well, 3 days later, the $400 was taken out of the checking account, but unfortunately never showed up as a credit on my Visa card. Five days after the original phone call, the same member of the executive resolution department said she would research it and get back to me. All told, I spent over 1 hour on the phone; and this was just one instance.
After all this I asked the executive resolution member why customer service has dropped off so much. She informed me that USAA has doubled its membership in the last couple years and will need a little time to get the new customer service representatives trained. Well, since I'm unwilling to serve as an experimental subject for the training of USAA personnel, I'll be closing my accounts.
After all this I asked the executive resolution member why customer service has dropped off so much. She informed me that USAA has doubled its membership in the last couple years and will need a little time to get the new customer service representatives trained. Well, since I'm unwilling to serve as an experimental subject for the training of USAA personnel, I'll be closing my accounts.
Comments:
Posted by onlooker on 2012-10-26:
If this company has been good for you and to you for years - why would you leave? Do you know a company that is better? Please review all this site for other comments and reviews of financial institutions.
I understand the frustration of not being able to trust they are handling your money correctly and of feeling like there is a target on your back or something will sleeze by...if it is just growth you might want to give them some time to shake things out. Growth might bring other benefits in time.
I understand the frustration of not being able to trust they are handling your money correctly and of feeling like there is a target on your back or something will sleeze by...if it is just growth you might want to give them some time to shake things out. Growth might bring other benefits in time.
Posted by trmn8r on 2012-10-26:
If the credit to the Visa card had to go through the ACH system, that could explain why the credit took several days to be processed.
If one of my financial institutions made a mistake such as this, I would be tempted to move on.
What other errors were made in the past year?
If one of my financial institutions made a mistake such as this, I would be tempted to move on.
What other errors were made in the past year?
Posted by bobtuba on 2012-12-16:
Onlooker, I understand cutting a little slack during a growth period, but what has happened at USAA goes far beyond that. They have taken on so many new, and in some cases higher risk, customers that they have also revamped all their procedures on how to deal with ALL customers. There are now 17 layers of middle management, none of whom can make a decision about anything, supervising automatons who go down their checklists and if you don't fit the checklist, you're screwed. The decision makers are safely tucked away, protected from any interaction with customers... You can call it growth, but you can also call it greed or biting off more than you can chew. I recently terminated my banking, investment and insurance relationship with USAA after 33 years.
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