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I used to use USAA for banking (checking & savings), insurance (home, auto, boat) and investments. Then USAA sold my investment account to the finance bros at Victory Capital and I was down to banking and insurance.
Today, there was an issue with the endorsement of two five-figure checks from a real estate transaction that I deposited on a Sunday night. Real estate transactions OFTEN occur on weekends. After 3 PM today (Monday), I received a call from someone reading from a script, no chance to ask questions or ask for clarification, saying that there was an issue with the endorsement and the checks (or something for us to sign, hard to say what exactly is going to show up because I was unable to have a normal conversation with this person who was only prepared to speak on-script -- and as a side note, this was not her fault, she was just working with the resources she had) in 1-2 business days. With a holiday on the horizon, I asked if they could please send it next-day priority delivery so that we can address the issue with the endorsement and get it back to them before the weekend, and I was told that the best they can commit to is 1-2 business days. If it's two business days, we'll likely receive it on Wednesday; even if we drop everything and run to the closest courier service, the checks (or whatever we are signing) won't get back to them until Friday, earliest, then we will have to wait until next Monday for the checks to be received, and then I imagine another 1-2 business days to be processed and posted. This is a real estate transaction and we are eager to make the contracts binding by cashing the checks.
I asked to have the issue escalated to the Office of the CEO. Apparently, getting a fedex out for next day delivery is something that even the office of the CEO of the entire organization can't effectuate, and so I was told I was being assigned an "advocate" who would be contacting me in.. 1-2 business days. I told them not to bother. I am just beyond disgusted that they are being this casual with something of this much consequence to our family.
This could have all been avoided if there had been someone to ask questions of or if I could have walked into a physical branch. However, they do not run a customer service line for banking on the weekends, and, obviously, they have no physical branches (at least they haven't in the many places I've lived). How are we supposed to conduct business this way? How are overseas service members who aren't in one of the US time zones being served?
I am beyond disappointed and frustrated. This company's customer service and problem-solving has declined precipitously over the last ten years, but I was so trusting of the company that I've been like a frog in boiling water with the temperature being racheted up so slowly, that I didn't jump out until it was too late. At one time, I had tremendous trust in, and loyalty to, USAA, but I am finished.
As soon as we tie up some loose ends, we are going to go to a credit union with a physical branch for at least our checking account, so that we can walk in and talk to a human being when we need to. We'll call around and find a better insurance option. I already have a much better savings account option with American Express (with an interest rate of almost 5%). Now I wish we had just deposited the checks there. USAA offers lousy service and uncompetitive rates.
Desired outcome: I would like the checks delivered first thing tomorrow morning, or an alternative resolution, like USAA's willingness to accept proper endorsements on the physical checks, which we already have.
