- Report: #308500
Complaint Review: USAA Federal Savings Bank - San Antonio Texas
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USAA Federal Savings Bank
San Antonio San Antonio, Texas, U.S.A.
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USAA Federal Savings Bank Service at this bank has plummented over the past two years. Wire transfer desk lied to me and cost me $7,000. San Antonio Texas
USAA Federal Savings Bank has an undeserved reputation for being the best bank in America. This good standing derives from the high level of service and low cost it once provided to active and retired US Service men and women and their families. In the past few years they have lost the plot entirely and have become even worse than the average American bank in terms of service, fees, ethical treatment of customers and reliability.
Case in point, I send wire transfers on almost a daily basis to pay my company's suppliers and contractors. I have been generally pleased with their service. However about one month ago the one competent, friendly and reliable bank staff in the wire transfer desk left. Since that time an employee, Janie Vasquez, has taken over and service has plummeted. Transfer requests are ignored, the bank refused to trace or provide useful information regarding the status of transfers that do not show up at the beneficiary's bank, urgent messages go without replies, the employee refused to advise me of the name of her superior, and all this at twice the cost per wire of some other larger banks. On the last occassion the failure of the bank to trace a wire cost me over $7,000. in lost customers, and associated costs. I have sent the bank president a letter but in the past this has accomplished nothing.
Jamesinmallorca
New York, New York
U.S.A.
Case in point, I send wire transfers on almost a daily basis to pay my company's suppliers and contractors. I have been generally pleased with their service. However about one month ago the one competent, friendly and reliable bank staff in the wire transfer desk left. Since that time an employee, Janie Vasquez, has taken over and service has plummeted. Transfer requests are ignored, the bank refused to trace or provide useful information regarding the status of transfers that do not show up at the beneficiary's bank, urgent messages go without replies, the employee refused to advise me of the name of her superior, and all this at twice the cost per wire of some other larger banks. On the last occassion the failure of the bank to trace a wire cost me over $7,000. in lost customers, and associated costs. I have sent the bank president a letter but in the past this has accomplished nothing.
Jamesinmallorca
New York, New York
U.S.A.
2 Updates & Rebuttals
Christy
San Antonio,Texas,
U.S.A.
USAA Dropped Service For Profit
#2UPDATE EX-employee responds
Tue, July 14, 2009
Ive read many comments about people unhappy with USAA Insurance and Bank. USAA is currently under investigation for its banking reserves due to maturing CDs. They once had wonderfuly high rates, but many of those are maturing and customers are leaving the bank. These monies are used by the insurance division to pay customer claims along with insurance premiums. The result is the top execs, Thomas Woods for one, have turned from service to corruption. The company has made and enforces policies of making wrong premium demands of customers, changed billing policies to collect unreasonable late fees and flat out lie to customers about correction of services. After 14 years with USAA, it is sad that I can no longer be with such a crooked company. Service has been dropped for profit. As for customers, once USAA makes a "mistake" (in other words, makes an intentional change to your account), the USAA computer system will not allow for correction. A person noted USAA pulling his online rights and changing his other accounts due to a late payment on a credit card. This will never change. USAA doesn't care. The attitude in the corp office is generate fees and scare customers to generate revenue. Service is gone. The system does not allow anyone to fix problems even when USAA is wrong. With leaving customers, maturing CDs and falling capital reserves, USAA will be hit hard with legal actions and regulation violations. After 14 years, I regret saying this about a company that serves our military, but stay away. Another good company has chosen the wrong path.
Bmwangel96
Eagle,Idaho,
U.S.A.
USAA not there any more when you need them
#3Consumer Comment
Thu, June 18, 2009
I have been a USAA member for over 8 years.I always bragged and raved about how awesome and great they were.Over the last year they have completely spiraled down to the WORST customer service possible.This goes for the insurance,checking and credit cards.,,all three of these I have (had) . I have closed all accounts and will NEVER go back . I went through a pretty nasty divorce and was considering Bankruptcy. I didnt..I worked through it.USAA put me on a ""special Payment Plan"" for a year for my credit card payments.When the year was up they put me on another and The amount was more a month at my request.It even reflected the Set Payments on my accounts on line with the amount . After 2 years of paying on time one of the bounced,,due on the 15th ,,I called on the 17th(weekend) to let make a payment over the phone. They said they were showing a amount past due of 165 and that I was not on a payment plan......60 amonth ..only 2 days late.....ok weird anyway, Any way I have a horror story with the checking ,Insurance too...but too much to type. My advise to USAA is pull your head out of the ground and whatever your doing differnt than a couple years ago is costing you customers!!!!!!!!!!!
