Not resolved
Additional Fees
Advertised vs Delivered
Billing Practices
Customer service
Discounts and Special Offers
Diversity of Products or Services
Interest Rate
Price Affordability
Privacy and Data Security
Product or Service Quality
Value for money
1 comment

Did they outsource all of their call centers in the past year? I just called for the first time in a while to request that they manually verify an external account with the temporary deposit info from my credit union.

I explained the same thing multiple times to a tier 1 CSR who, after finally grasping what I was explaining, told me it wasn't possible. Suddenly she started having trouble hearing me, placed me on hold multiple times, someone else picked up and I heard him say "oh *** that's some other dude" before placing me back on hold. I remained on hold for five more minutes before being sent back to the main menu. Next I spoke to a young man who was practically inaudible and zoned out.

I asked to speak to a supervisor and explained that the previous CSR couldn't find a solution. He ignored my request and insisted that he would try to help me. After realizing he couldn't, he put me on hold and spoke to a "Senior" representative for 10 minutes before I was mysteriously transferred back to the main line again. This third CSR mentioned the name of the young man and offered to transfer me to a supervisor, told me her name, and placed me on hold for transfer.

It went to voicemail, I kid you not.

I am so confused.

The last dozen times (over a year ago) that I called them, I always spoke to a middle-aged woman with a Texan accent and got things resolved in under 5 minutes. What the heck happened here?

Product or Service Mentioned: Usaa Customer Care.

USAA Pros: Old usaa, Usaa back in the day.

USAA Cons: Inability to fix problem usaa created, Terrible call center employees, Redirects your call, Hangs up on you, Pretends not to hear you.

  • Usaa Let Me Down
  • Usaa Has Changed
  • Fire Callcenter Staff
  • whathappenedtousaa
  • Usaa Robots
Do You Have Something To Say ?
Write a review


You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment