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NickOceanside, CA
Customer ServiceSales & MarketingPricePunctuality & SpeedStaff
Reviewed Feb. 13, 2024
I am a long-term USAA customer, I believe I started with them in the late 1980’s or early '90s, and I have always trusted them to do their best for me. I know they have a heart for Veterans. But that has now changed. I received a letter from USAA in the U.S. Mail back in November offering me a Credit Card Balance Transfer deal of 15 months no interest. I went to the website and clicked through the link provided and went ahead with two balance transfers from two Credit Cards (Discover and Citi Bank). The transfers were completed November 14, 2023. Looking back at the account I see I have been charged interest on the balance transfers 3 times now, totaling $306.38. So including Balance Transfer fees I now added $599.68 to my debt already.
I contacted USAA and talked with one person, got sent to another person in Customer Relations, and he assured me he was trying to find where I would have been sent that advertisem*nt, or if there was even one out there during that time period that could apply. He said there was no record of this, and he stated that they keep great records so if it was sent it would have been documented. So, I am making this all up??? Over and over he assured me he was searching but could not find anything and ultimately told me the interest charges had to remain.
I asked to talk to the manager or the next level up, he told me there was no manager and that he was as high as it goes. He suggested I transfer the balance to another company, which would again cost me in balance transfer fees and I would still be paying this interest that should not have been charged. So if I followed his advice, this whole mess would cost me approximately $906.06, adding in the new Balance Transfer fee from the other Credit Card company. I asked him to make sense of this, why would I transfer this large amount of money from 2 credit cards to one where I knew I would pay these balance transfer fees, plus be charged interest right away, if I had not received the letter / advertisem*nt USAA had sent me in the mail for an interest free Balance Transfer deal? The conversation ended with me being stuck with this mess. So was this some sort of bait & switch routine???
Later the exact advertisem*nt was found on the USAA website, which he said he could not find no matter how hard he looked for me. He assured me over and over he was looking hard so he could fight for me, but could not find anything. I am doing my best to pay down my bills, and survive. I am a semi-retired Handyman just trying to do this all right, and I have never been late on a payment to anyone. With USAA I have had 2 mortgages, a personal loan, and 3 credit cards, and have always paid them all off on-time or early. My credit score is good to great and I could have done this balance transfer with other companies but chose USAA because I trusted them and do most of my banking with them. This mess will really set me back, and my trust in USAA is lost.
Nick **
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madelineLafayette, LA
Customer ServiceProcess
Reviewed Jan. 2, 2024
I just set up a credit card with USAA. The process was very detailed and took a long time of talking to a person on the phone and answering tons of questions. In the end, the credit limit they provided was not satisfactory. Since then, each time I call customer service, it's a very lengthy process. Recently I tried to make a payment. I hit Pay my bill. The system then took me to a screen where I could only add my checking information (it did not accept any debit card). I entered all account information to make the payment. I have been watching for the payment to post. It did not. I went into my messages and apparently, you need to first hit submit and do another verification process. It will now take 10 days to verify my account before I can even make an "electronic" payment. In my experience "electronic" payments should be almost instantaneous.
I called and spoke to two representatives. Neither one of them could tell my why the payment should take ten days and they couldn't tell me why instead of saying "payment" in my account, the amount I paid was under the "transfers" category. Very very confusing, antiquated system. I could have mailed snail mail a check and my payment would have posted faster. I've never had this experience before. I thought using this card was going to be easy, but definitely not the case. Based on my experience, unless you have tons of time in your life to waste being frustrated and waiting for your payments to clear, I would not recommend it.
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MichaelSan Diego, CA
Customer ServiceStaff
Reviewed Dec. 11, 2023
The Credit Card department is so Slow and takes several calls to speak to someone, 5 attempts to reach them and finally got a snotty little girl who said I have to re apply for a credit card that was approved but they say that customer service called me twice and I did not answer. I am using my phone for work and the people know I always answer my phone, now they would like me to apply for a Credit Card, the same one I applied for a month ago. So stupid of a business practice. Horrible people and Not that good of a rate either, just wanted to use the 15 months at zero, I would have kept using them, they are horrible.
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KayeSwansboro, NC
Customer ServicePriceStaff
Reviewed Nov. 10, 2023
Had charges on my credit card that I didn't make. Called 4 times, talked to 8 people, each time they said they would take care of. No one did, they referred it to credit bureau and my credit went from 830 to 740. Over a measly $200. I'm 78 years old and I've Always pay for anything I charge, I'm sooo upset that they lied to me, very nice but ruined my credit over a measly $200. I'm calling Consumer Financial Protection Bureau and State Attorneys office this morning as soon as they open. What a miserable way to treat a person, and miserable way to run a business.
I'm sooooo pissed, as a old person I've never ever had so many employees be so nice to me as they were ruining my credit behind the scenes. This credit card was activated in Jan 2019 and I never used it, I destroyed it years ago, I never heard from them until the first letter I received from a collection department telling me about charges made on 8-17 and 8-19-23 to companies I've never heard of. Each call they said they would close acct and refer to fraud department but they referred it to credit bureau.
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Customer ServicePriceStaff
Reviewed Sept. 13, 2023
I have many accounts with other companies and have no to little issues. USAA on the other hand has many problems with communicating and customer service. I have set up auto payment multiple times in the last year. I have set this up online and over the phone as WELL my wife has. I look at my bank and notice they have not auto-drafted and immediately make the payment INCLUDING the overdraft plus some extra. This obviously cost me money for their mistake that they don't own up to.
My account I guess learning today was shut down. I was on vacation in Florida and forgot my debit card, tried using my USAA and was declined. I get back home to investigate, mind you I stopped relying on auto draft and have been making payment a month ahead of time, they shut my card down in January and today I just found out. The customer service was horrible and they will not reactivate my account. No problem now I will cancel my home insurance and auto with this company. Military friendly my **, all the problem was due to them not setting up auto draft properly. I have the money but they want the fees. Please don't do business with them if you want honesty. Thanks for reading, hope I help someone out with a decision on providers, thanks.
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CoachHarvey, IL
Customer ServicePrice
Reviewed Sept. 9, 2023
I’m surprised that their credit cards are still a thing. They are straight up thieves. The interest rates are awful and they don’t apply your payment to your account right away. Customer service is not helpful at all. The worst part for me is paying on my account and not seeing the balance go down. Don’t waste your time or money.
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ShaneKent, OH
Reviewed Aug. 28, 2023
I've been a customer of USAA for well over ten years having mortgages, auto loans, credit cards, life insurance, auto insurance, brokerage account, and homeowner's insurance. I informed USAA that I was being scammed by an out-of-country vendor, but they refuse to help me and say I just need to hope that the vendor will do the right thing and refund me. I told USAA that they failed to refund me and I originally requested a stop payment two days after the transaction. I have spent a lot of money with USAA over the years and this would be nothing for them to handle, but it's a lot of money for me. USAA doesn't care about their customers any longer. Go to a small community bank that cares about your business.
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PaulDayton, OH
Reviewed Aug. 19, 2023
I have had good experiences in them handling business transactions in which the business doesn’t hold up their end of trade. They are way better than Chase and US Bank who nonchalantly gauge you, even if you’ve been a loyal customer since college. You may call to ask for a better rate, especially since your credit is good and you’re now middle aged, and you’ll just get a foreigner tell you “no, is there anything else”? USAA cares about their business and dealings here.
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IanNiagara Falls, NY
Reviewed Aug. 10, 2023
EVERYONE - IF YOU HAVE A USAA CREDIT CARD - NOTICE THEY ARE NOT SECURE. I've had a card for several years, its stays in my cabinet and only exists to allow them to post my car insurance to the card. IT NEVER EVER is or has been used for any other transactions since the day got it. Last week there were three charges to the card, a pharmacy and two hotels, somewhere out West. All charges were caught and reversed or denied. HOW I asked is this possible? The only way that info could have gotten out is if USAA was hacked. No the info is not on my computer or phone, they're basically a ghost card. USAA said they will not disclose investigation or information about this. Cancelling cards, changing insurance, DO NOT TRUST THEM!!!!
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AnonymousAnonymous
Customer ServicePunctuality & Speed
Reviewed July 29, 2023
Until recently, we have been very happy with USAA. I have had a credit card with them for 20+ years. I recently had some fraudulent charges on my account. In the past, I was able to quickly have issues like this resolved. In this case, I have talked to 3 different representatives for over 3 hours and had a supervisor pulled in. Not only are the charges still on my account, but they reversed the charges in the wrong direction. Now I have almost $4K of inaccurate charges on my account. I asked for something in writing after the last call which I was assured I would receive via email immediately. I haven't received anything and nothing has been corrected. I am very disappointed to say that once resolved we will no longer be using the card and would recommend with the high amount of credit card fraud today that you look for a company with better customer service if opening an account.
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