throwaway jones

Review of USAA

After 10 years of being a loyal customer, 2020 wil...

After 10 years of being a loyal customer, 2020 will be the year I find a new bank. I recently experienced an accident with my credit card which resulted in a substantial fee. Not fully understanding the issue, I called customer support to review options - especially how to prevent similar occurrences from happening moving forward. While doing so, I was told that as a curtesy, USAA would waive the fee. I was further told that I needed to await the fee to post and to call back to then resolve the matter. Upon posting, I called a few days later and a different representative had an entirely different story and was firm that the fee would not be waived. I rebutted their hostile response with my reasoning based on that I was explicitly told conflicting information. I was then met with suspicion, as if I were trying to game some sort of system. I was very put off by this and challenged this associate to initiate a formal complaint which involved pulling the last call to verify that I was given "bad information." I was told this case would be elevated and I would be reached out to directly by some artificially important sounding executive resolution team. Four entire business days later - not a peep. I called again to firmly ask for the status of the situation, and was given a totally bureaucratic runaround that the case was was being reviewed by someone else, and this person will send an email to that person, and they will personally ask their manager to contact their manager to request a status update - blah blah blah. I was literally told that my case has gone through multiple levels of escalation yet not a single person I spoke with has shown any interest in resolving the issue or could assure what to expect next. Again, this is a simple case of being told a fee would be waived and has instead turned into an outrageous carnival game that USAA is seemingly incapable of stopping. I could only relate my experience to the worst-of-the worse past dealings with local state DMV offices. The antiquated, archaic, and rife with red-tape practices and complete absence of accountability has significantly diminished my impression of USAA, and I am no longer willing to be a part of their circus. I've always been an advocate for USAA and I'm deeply troubled that this elementary issue has seemingly stumped the best of their best as associate after associate has been crumbled to a simple customer service issue. I can't trust an organization that folds this quickly with anything of importance.