USAA wtf?

I have been with USAA for well over 25 years as I am sure many of us have them. I have had generally great service with them over the years. I have insurance with them, banking, my Tacoma loan and even a credit card but they really took the cake this weekend…

——buying something from AAFES (yes the Army and Air Force exchange services) and my check cashing card (aka debit card) from USAA wouldn’t go through (yes I checked my balance there’s way more than sufficient $$) after a couple of times I said screw it and used my other regular credit card.

Well low and behold my Amazon account is linked to that check cashing card (Aka debit card) and Amazon purchases stopped going through too, yes there is still way more than sufficient $$. No courtesy text or email or anything.

So I call up USAA and figure they put the card on a hold or something and I would straighten it out. NOPE, your wait time is 3 hours. I am not waiting 3 hours on a Saturday so I call back Monday morning figuring it will be less busy and I get the same thing….I talk to rep who says I can only speak with whatever department and YOUR WAIT TIME IS 3 HOURS. No offer to call me back or anything. I kind of have to work and though I could probably get away with it I am pretty sure the commander would prefer i not be on hold for 3 hours.



Is it me….why should I (or anyone) wait for 3 hours to fix their mistakes?
Is this the direction they are heading?
Is this a Joke?
How the F do I get a hold of someone quicker than that?

WTF USAA?

 

they are probably backed up from the holiday. that is definitely abnormal for USAA

 

They use a contract support service for a lot of those services, and that company only staffs as many people as USAA pays for. I know this because my sister works there. The employees have no idea how many customers are waiting because USAA’s support system doesn’t let them see it.

Auto accident claim calls take priority, and only if their primary support is overwhelmed. I’m guessing with Black Friday shopping and the more than usual fraudsters out and about, USAA wasn’t the only system overwhelmed.

 

It’s a check cashing card so it comes straight out of my checking account, nope no notification in documents. Like you said I figured that somehow it probably tripped the “fraudulent activity” button somewhere/somehow… but 3 hours to wait to get it turned back on, really?

 

Interesting I didn’t know that, maybe I am stating the obvious but USAA really doesn’t have any brick and mortars to speak of so they actually do need accessible phone customer service…..

 

The APP can help in so many ways by itself; did you try that?

 

Yup it’s basically a debit card. Probably should’ve used that term instead…

 

I will but didn’t….

 

I tried chatting via the online login and it said “not available”. But you can call 210-531-8722…..so I did, guess how long the wait time is? (Yes 3 Hours again)

i,am seriously considering finding other banking

 

I've had USAA for 20+ years and used to work for them as well. They truly believe in taking care of their members and they train that way. Unfortunately they have started outsourcing some of their services to outside "partners" and then their amazing customer service gets a bit iffy. I completely get your frustration, I've had them and other banks stop a transaction only to later find out it was due to suspected fraud. Very inconvenient but they're looking out for our best interest. Like others have said, they are likely understaffed as is almost everyone these days and it's a really bad/busy time due to the the holidays. Hopefully you can get it resolved through their site, through a chat, or maybe they offer to call you back when it's your turn to talk to a rep like some companies when there's an extended wait. You could always just put them on speaker while you work if you have a job that allows that. Good luck!

 

I don't know what a "check cashing card" is and I've been a USAA member since 2007. I did have an issue withdrawing a large amount of cash (more than $5K but less than the IRS alerting $10K) last year and it took me a long time to get a resolution. I eventually got a call from the "executive resolution team" after a lot of complaining.

I do get frequent alerts (via text message) to ensure any suspicious spending isn't fraudulent which usually occurs when I buy gas then grab food in a short period of time.

 

After USAA closed their branch location in my town, I opened an account with Navy Federal Credit Union which took over USAA's physical location. I still use USAA for all of my banking, but I now have local bank that I can go to if I need to move money or get other services.

 

I use them because to me it is “actual money’ not something I can just pay off later…. But good points.

 

I do the same. I'm in CA and USAA doesn't have any physical branches around me, just a few USAA ATMs in Target and elsewhere. While I have USAA for most stuff, a local bank is always great for a cashiers check or other stuff you may need to do in person.

 

All I know is that their insurance services are outstanding, and their home buying service was great. We still bank with the credit union from my first duty station.

 

I got my mortgage through them…paid it off early

 

Wow!

Unlike USAA Customer Service to treat their customers like you describe. I've been with USAA since 1996 and have always had great service.

Like is mentioned, use credit card instead of debit card. I've learned the hard way in the past, that money takes longer to be returned to your checking account. I use the debit card for cash withdrawals now. Use the USAA credit card as you said you already have.

I try to conduct most of my business on the USAA website. There's a "chat" button on the USAA top menu bar.

I'm also surprised the system didn't automatically ask you to hold your place on the call. Maybe they were so backed up the system couldn't handle the overload.

All these unknown circumstances. I hope USAA is able to correct this error and make you happy again.

Also suggest you remove your debit card from Amazon and use USAA credit card/use web bill pay to pay for charges.

Ed

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