USAA Complaint - Don't waste your time with USAA
One way to guess that a company has bad customer service is when there is no way to contact them via email through their website. Live and learn. My adventure with USAA began when I Googled "Online Banks" about 6 weeks ago because I have moved three times in the last year and was tired of having to change all my banking. USAA was the 2nd on the list, so I opened a checking and savings account. My mom carries a USAA credit card and their website said members had to either be a vet or the child of a vet, which I am. I opened the accounts with no problem, after providing information on my mother including her social security number. I transferred money into each account from my existing account at another bank. The following week, after I had received my ATM card in the mail, I called to activate it and was told I could not activate it because I needed to fax in a photocopy of my drivers license and my soc sec card. I guess I was supposed to have ESP to know that, because I never got an email or a phone call to ask me to send that information. I faxed it the following day from a nearby office supplies store, since I haven't had a fax machine in years. Who the heck faxes anything anymore?
Then, for the next three weeks upon trying to logon to my accounts on the USAA site, I got a message "your account has been locked for security reasons. Call fraud . . ."and a phone number. Each time I called that number I was told "it just takes a few days," and I politely waited and tried again the next day. After 4 or 10 of these calls, I got pissed off and made the dimwit on the line dig to see what was holding things up. After 2 to 8 transfers, someone told me that they had not been able to read the fax image three weeks ago when the fax came in. Three weeks ago! And nobody bothered to tell me! So I demanded an email address to send the information instead of a fax and they said "sure you can email it." Recall that I was told initially that it had to be faxed. So I emailed it, and three days later was finally able to get onto the website. And guess what? It showed a balance of $00.00 in my accounts. So back on the phone, and was now told that my accounts had been closed and a check mailed to me because I was not eligible to have an account with USAA. After 3-7 transfers, I got a Executive Supervisor or something, who said that I was not eligible to have a USAA account because my mother had never purchased insurance from them. Are you still with me?
So, instead of their website informing me I wasn't eligible to open an account, it accepted all the information, appeared to open an account, then locked me out of my own money, gave me the runaround, and sent me my own money back, six weeks later (they told me the check was in the mail). I wonder how many people's money they hold on to like this? Sounds like a scam to me. Stay away from USAA. They are either crooks or completely incompetent. In either case, I'm relieved to be getting my money out. I think they should be investigated. Mike Wallace, where are you?