I have 2 Visa cards and 2 checking accounts (1 for each of my children) with USAA.

About 18 months ago some POS hacked into my account, deposited a stolen check in my younger son's account, transferred funds to my older son's account, than withdrew money. I had to spend hours on the phone with them and speak to many different people as they were saying I deposited the check and refused to refund the money that was stolen from my account Ultimately I was going to cancel all the accounts but finally a manager stepped in and did some further investigating and said she could tell it wasn't me by seeing the fradulant activity was done with an iPhone. Every time they hacked my account was with an iPhone. I have a Samsung Galaxy and have never logged into the USAA app with an iPhone. I finally got my kids money refunded and changed all passwords, log in info, ect. and it's been ok since.

Fast forward to Sunday and my younger boy's card wouldn't work at the gas station (I didn't know why at the time.) After 38 minutes on the phone with 4 different people last night I was told I had to talk to a "specialist" but they were only there from 8 am - 5 pm CST. Fine. I called today on my way home from work. 1 hour and 20 minutes and 4 people later and I still can't get my son's pin changed as USAA locked the card due to son forgetting his pin and trying too many times to use the wrong pin(that was reason his card wouldn't work Sunday - we didn't know at the time.) I don't fault USAA for locking the card for this, but they make it unbelievably hard to get any assistance to fix anything.

I told the last guy I'm tired of this and asked for a manager. After 20 minutes of waiting for a manager I told the guy I'm good and I would just cancel all my accounts. Never have I had such poor customer service from ANY company and USAA portrays themselves as being veteran friendly USAA you can kiss my ass. I will be cancelling all 4 accounts and getting new cards with someone who actually cares about their customers.

That blows. Not sure if the grass is greener elsewhere

I have had GREAT customer service on my VISA from Navy Federal Credit Union.

I've had like 4 different cards due to them being hacked (most likely from on-line transactions) and cancelled. Each new card has been a painless one phone call deal and never an issue with bogus transactions being undone.

I've never used them but possibly just a local credit union?
Only veteran discount I use is AT&T for my cell phones.

 
I've been happy with Chase Visa Freedom for a number of years. Yes, it does get fraudulent activity from time to time. I think this is the nature of any credit card, because there is so much personal info out there on the dark web.
 
They always just close the account and send me a new card. TIP. When they tell you the new card will arrive in 3-5 business days, ask them to expedite it. They will, at no charge, and you get your card next day air.

quote:

Originally posted by BigSwede:

That blows. Not sure if the grass is greener elsewhere

Some place where you can get face-to-face with a mangager if necessary: local credit union, or small "hometown" bank.

Got triple charged on a Sam's Club purchase a week ago.

Called Capital One, got a real live person inside of one minute, she resolved it inside of 4 or 5 minutes and we said goodbye.

That's the way it always is at Capital One when I have a problem or my card gets jacked.

USAA, on the other hand, gave me heartburn. I wanted to get a quote on their insurance. Tried chat, nothing. Tried an email, nothing. Called and got hung up on a few times without ever reaching a live person.

I finally gave up. I don't need the heartburn. If you have trouble reaching someone when you're trying to give them money, you'll have bigger problems reaching them when you have a problem.

quote:

Never have I had such poor customer service from ANY company and USAA portrays themselves as being veteran friendly

Once I was on the phone with a client & USAA "security" called my other line. After finishing with my client I returned the call to USAA. This was in regard to what they thought was a suspicious charge on my debt card. Because I did not answer or return the call within 15 minutes my bank account was frozen for 5 working days. I spent several hours trying to resolve the problem & was told by everyone that security's decision could not be changed. Every time I have used USAA's credit card's for a plane ticket it is rejected & "security" must be contacted M-F 8 to 5.

USAA Bank & Credit Cards are worthless, but having used USAA insurance for 55 years I still use them.

PH Paul makes a good point. I too have had excellent service with Navy CU.

I have only used USAA for auto insurance and they have been great but I have heard enough complaints about the financial section to keep me from ever switching to them.

Go with a credit union with a local office where you can walk in and talk to someone if needed.

I've only had 2 fraudulent issues with my NFCU accounts and both were cleared up right away witha single phone call.

quote:

Originally posted by Graniteguy:
PH Paul makes a good point. I too have had excellent service with Navy CU.

^^^^ This!

I use them for insurance but that's it.

I have USAA Insurance products. I was considering maybe opening a bank account with them. But I'm glad for this thread.

What you relate is so foreign to me with my experiences with my credit cards. They're usually ahead of me. And I can't even fathom someone being able to get into my bank accounts.

My daughter recently moved to Switzerland for work. She told me that to access her banking accounts remotely she has to be at home, access through a special reader, and have her cell phone. While it's a pain, it pretty much eliminates fraud.

IMO, it's time for the US to take fraud seriously and it is time to implement current technology.

In the course of 6 weeks I had two credit cards compromised. When I was in Europe one card was used at Five Guys in NY. The card company flagged it immediately and sent me a text or email. However, they could only mail a replacement card to my US address. Really glad I had a second card with me. If I traveled more I'd find a card that could be replaced easily and within 24 hours. Assuming such a thing still exists.

I always travel out-of-country with two credit cards and a debit card (that ONLY for cash withdrawals, if necessary). Additionally, I always place travel advisories on these cards for the dates and countries I will be in.

quote:

Originally posted by BigSwede:
That blows. Not sure if the grass is greener elsewhere

I can tell you this - it can't get any worse than dealing with USAA. Never have I had such a poor experience with ANY customer service issue in my life.

I agree with PHPaul - I submitted an application for a Visa with my credit union after I posted my rant last night. I also found a local bank that allows minors to have accounts AND gives them $200 to open an account. This weekend will be my first weekend off all month and I will open accounts for both my boys at the local bank on Saturday.

I can't wait until I can tell USAA to kiss my ass and close all of my accounts

My recommendation is to not deal with only one financial institution.

If your account gets locked up or drained by a thief, you're screwed.

This is what I do: I have a checking and savings account with 2 different Credit Unions.

If one gets screwed up, I have ready access to the other Credit Union accounts.

I also have funds in a different financial institution that I can access immediately via check or debit card.

Don't put all your eggs in one basket. Look for 2 credit unions local to you, or statewide to your location.

Open a checking and savings with one, then go to the other and do the same.

My brother in law has ALL his money in one of those evil wicked mean nasty bad reputation national banks. Something got haywire and he couldn't access his funds, pay bills, draw cash out, etc. Nothing except wait for about 10 days for them to put things back to normal. Totally screwed.

Diversify, young man, diversify.

Best wishes to you.
.

I have an extensive number of accounts with USAA; Visa card, all insurance products, kids' 529Ks, money markets and numerous IRA funds. I concur, as their membership has grown, their service has suffered immensely. Inertia keeps me tethered.

A perfect example from yesterday: I received an insurance bill for $0.01. Yes, 1 cent. You can imagine how that was paid.

I have been a loyal USAA member for 46 years.

I'd read increasing number of laments and bitches about them in recent years but has tended to write them off as missing more of the story.

Well I'm here to tell you that USAA isn't even a shadow of its former self!

No problem opening membership up to enlisted. Became concern when seemingly relatives 18 times removed were invited in and they started advertising when word of mouth sufficed in the old days. Many programs were killed or farmed out to invariably incompetent agencies. The risk pool become overly polluted with resultant rates increasing. 63 senior executive now command 7 figure salaries! Their preoccupation with the bottom line is driving things, NOT service to military vets and their families despite their bullshit ads.

I've only had a California house break in almost 4 decades ago, a vehicle incident with one of my sons also decades ago, and a hail damaged roof here a dozen or more years back. But here I am in late August still arm wrestling them over damaged from a 3" hail storm in July of 2020! Yes! Last year! Granted materials have been in short supply due top the pandemic but....
An example...they only wanted to replace individual siding slats that took damage. ITEL (industry tech outfit that tests samples of siding for ID of color, make, etc.) identified my siding color as no longer made. So good ol' USAA said we should paint the vinyl siding to match! WTFO?!?

After months of cajoling, arguing, threatening, they've agreed to replace the two whole sides (elevations) of my hose, attached garage and outboard unattached garage that were severely damaged. But as to color, screw me. So I'm having to pony up the 5 figure costs for the half they refuse to take care of. Of course this State is a non-matching one thanks to insurance lobbyists.

Then I could talk about casement windows, roof, gutters, porches, what all. These bastards are now worse than Nationwide (who ironically did do a whole house that my general contractor represented whose siding was the same brand and color as mine!). They continue to treat me and my contractor like shit with obfuscation, stall tactics, outright lies, etc... they are making us run a gauntlet managed and staffed with ill mannered idiots.

When this is over I'm bailing... house and auto insurance and bank accounts. Fuck 'em!

quote:

Originally posted by bald1:
Well I'm here to tell you that USAA isn't even a shadow of its former self!

I worked the insurance side of USAA from 04-08. Started in Phoenix and ended up in Colorado Springs. When I first started it was about helping with no expectation to gain additional business, simply do what needed to be done and do it. 07-08 they began a push to cross sell products within USAA. Metrics changed and your job started to depend on how much upselling you could do (regardless of whether you actually did what they called in for to begin with). You were never to let a customer off of the phone without explaining "the benefits of having all of your needs covered at USAA". Some of the shit that reps told customers would make a nun cuss. The amount of times a customer was bounced from one department to another just to make a fucking stat some stooge in management came up with was bewildering. Every week it seemed like the emphasis was less on customer service and more about numbers (and getting the member to do more online). It was an easy decision to leave. Once I left, Navy Fed became my go to for banking. I still use USAA for insurance, but there's nothing holding me back if a better rate is available.

Just a tidbit of info for those that care: When I started, new employees were required to go through do a thorough background check. 749 or lower credit score and you weren't even on a call back list. 750-850 meant that you just made it through the 1st round. Accidents? Bye! Criminal charges? So long.... This changed when Joe Robles became CEO. All those requirements went right out the window and they haven't looked back since.

quote:

Originally posted by remsig:
...and USAA portrays themselves as being veteran friendly...

I call bull. They are 100% driven by the almighty dollar. I've posted this here multiple times. When I was an enlisted man ('83-'88), USAA wanted nothing to do with me. It was officers only. I wasn't good enough for them then. Now that I have an 800+ credit score for decades, and they really want my business, I'm returning the "favor".