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Utilizing USAA’s website support resulted in my being locked out of all of my banking for four days now and counting. I have been told that the earliest resolution will be in 3-7 business days. No bill pay, no account access, no nothing. Website support has told me multiple times that they have never had the issue they are seeing with me before, but they also tell me there is nothing they can do to correct the problem and that they are unable to contact their IT support directly to check progress or get more data on the troubleshooting of the problem. USAA has simply gotten too big. I have been a member for 22 years and at this point I am moving my banking to a smaller credit union so I have access to actual in-person customer service. I am incredibly disappointed I have to take this action and extremely irritated I have been forced into this by poor management. Everyone I have spoken to at USAA has been as nice as possible, but they are utterly unable to resolve my IT problems due to no fault of their own, but simply by the ridiculous divisions of departments and their utter inability to resolve issues without submitting “trouble tickets” with no ability to get updates on the process and estimates of “3-7 business days” at best. Being locked out of your banking for over a week at a bank that is ENTIRELY online is unacceptable. After decades of membership, I am moving on.

I have been a loyal customer for 19 years. Well BAM! that ends today. My 2020 Nissan was damaged when I hit a animal a few weeks ago. The car has been in the shop for 3 weeks and USAA gave me a rental(I pay extra for this in my policy). Today, 1 hour before I was to report for duty, I had on my uniform, getting ready to walk out the door and I get a call that my car is ready for pick up. I call USAA and let them know and the female agent tells me that I can not keep the rental car and have to return it before the end of the day. The agent literally tells me to call in sick and I had no choice but to return the rental or I would be charged for the car. So I call my Lieutenant and call in sick, drop off the rental, pick up my 2020 Nissan, get 1/4 mile down the road and BAM, the car is not working. I get the car back to the dealer and they tell me they will have to keep the car. I call USAA and they tell me they can not help, refuses to get me a rental and tells me the auto claim is closed! HELLO my car is still in the shop, it is not drivable and USAA tells me that I am out of luck! The dealer also says to me that it’s not their responsibility to get me a rental car! So now I am at home, no car, uniform, duty belt, vest and boots next to my front door, no way to get to work and have to either call an Uber or see if another fellow law enforcement employee can give me a ride to work! USAA has let me down!

I’ve been a USAA customer for over 10 years now and up until this last couple of years it’s been a good experience. But now, for some reason, things have changed and not for the better. First off, we had to order new checks. And for some reason when we got them my wife’s name was changed to her name before we were married. Her previous name was never linked to USAA so how they got that mixed up is anyone’s guess. So after over an hour on the phone with multiple people we got that fixed. Or so we thought. We got the checks with the correct names on them but all other correspondence still shows her previous name. So, after over an hour on the phone again, we got it changed. But now she’s not on our savings account. So once again another phone call at over an hour again and multiple people talked to they changed the account. All we need to do is sign the signature card that they would send us in the mail and email. And guess what, no email and no snail mail. So I guess when I have the time to sit on the phone for over an hour I will call them again. USAA used to be a great company to do business with. They took pride in taking care of their customers. Now it seems like they couldn’t care less about the people who trust them with their money. I guess I will be looking for a new bank in the near future. Sad. Just plain sad.