USAA - Customer Service: In Training
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.