I have been an USAA wealth management customer for around 10 years. Yesterday i tried to deposit a $49,000 check. I have deposited many checks made out to the same payee without issue, but today i was told that usaa will not be able to deposit my check. Further, they said they sent back to me. At this point my USAA online account shows that the $49,000 check has been deposited, so i am unable to submit the check to another bank. Without an usaa status letter the check will remain un-deposited. USAA has refused to cooperate. USAA's lack of follow through in removing the funds from usaa could prove disastrous if i redeposit the check. This leaves me in the unenviable position of not being able to do anything with my check.
This is just my most recent problem. In the summer of 2012 while traveling overseas i required usaa's assistance with a credit card identity theft issue to no avail. I was unable to protects myself by canceling the card, i was unable to get a usable replacement card, and usaa kept me on the phone for several hours in the middle of the night in israel. Additionally, i have also had to escalate the handing of several insurance claim matters due to incompetent customer service agents. I have referred many customers to USAA over the years, but no longer.
Both their banking and insurance customer service representatives have not performed consistently and have been unable to provide me with rational explanations for their actions relative to my accounts. With significant assets in investment and bank accounts one would expect i would be treated with their elite level of service, but today i was informed their customers are all treated the same, contrary to what they have been leading me to believe over the past 10 years. Anyone who wants to be able to reliably depend on the treatment they receive from their bank (and insurance company) should seriously consider going somewhere other than usaa.
I just posted this grievance on the usaa website under their contact and customer support center. I wanted to share it with the public to make people aware of how usaa treated this veteran on veteran's day:
'i am highly disgusted with how usaa conducts its business. I just got off the phone with our loan processor who informed me we we're denied our home loan because of how our residual income was calculated. Unfortunately, i was also told we wouldn't be getting our good faith deposit back because the appraisal already happened. With this said, help me understand how after submitting the basic information needed to calculate residual income (i. E. Our tax returns on oct 29) that this one single determining number (residual income) was finally calculated and shared with me on nov 10 after an appraisal done nov 4.
This makes no sense! We paid $350 for incompetence!! If we were going to be denied from the very beginning because of numbers from our tax returns, then why did anybody have the decency to calculate this number earlier before the appraisal or even schedule the appraisal after someone punched a few numbers into a computer calculator to get this number! And how is it that something as simple as explaining to your customer how to calculate their residual income and debt-to-income ratios can't be a part of the upfront pre-qualification process. Instead you string them along for 2 weeks, make them pay this good faith deposit, and then say sorry we finally got our act together and your numbers won't work for us. We have been banking with usaa for a long time now.
We even transferred our auto insurance over to you and this is how we are treated. This is despicable. I will be looking to change my services elsewhere and plan on sharing my experience with my online community, family, and friends of how your company is just too big and too corporate to care about anyone customer (especially this veteran). Oh yeah and of all days, today, nov 11th (veteran's day).
Ok, after serving over 20 years, and thinking that maybe people with the same sense of commitment, would be a great group to handle our families savings. ""what a mistake"
first - had to open an account, then wait for it to be verified, then could not made deposits till receive atm card. (wait have to activate card first)
second - account has to be active for four (4) weeks before you can make deposits using your computer or phone, but can use a post box office to make deposits. Nearest one system down, so have to wait! Finally able to deposit checks (6 payroll) fund available, don't know can't access account. Go to atm to check status atm card want work. So after seven days called usaa to inquire about not being able to access account or use atm card. Wait wait wait we (usaa) has blocked your account due to suspicious behavior "you deposit 6 checks at one time they were not in sequence, so we are having you investigated!!
What!!! They are payroll checks they were cleared though my employers accounts so why. Oh they investigation will be over tomorrow and your funds will be available after midnight tomorrow. Wait why was i be investigated, it was for your own protection. We at usaa are a small conservative company that is only concern about your protection. So usaa used our money to make money for * days and though those checks have cleared and posted to our acount we could not access them.
So checks written returned do to insufficient funds, so my family looks like we can't paid our bills. This company has held my money without proper authority, failed to contact me to discuss their unfounded concerns or to at lease notify me that there was a problem. Nope they just held our money and said we know what best for our customers, you are to dumb, old or suffering from whatever. Give us your money and we will tell you when and how you can spend it. Just want to get our money out of this joke of an bank
best bet use one of our military credit unions!!!