USAA gets a lot of kudos for their service, why I am not sure. Customer service is not their strong suit. If there is a problem you get bounced back and forth between departments with no one to take ownership. Managers do not have the stones or the technical know how to resolve problems. If you ask to talk to one you are put on hold for 10-12 minutes and when the rep comes back he informs you that he chatted with the manager and here is your resolution. I was trying to take a distribution from the 401k, I submitted it in two different versions--1 requesting a check and the other a transfer to my checking account. The check was returned to USAA and the only solution was to send it to me again. The transfer has the USAA routing code on it and my old checking account number at a different firm. I assumed it would be an easy fix since I had taken a couple of distributions the same way from the account in the previous month. It was easy to track the intent of the transfer. No there are sending that to me in check format as well. I tried to make it clear to them that this was impacting my kids Christmas. Nothing to say........but the checks are in the mail. Thanks USAA
On a systems note...briefly they are not intuitive and very difficult to interpert. They ask for your account information but if you need to click on something else or go to an additional screen--your old information populates and you are in the situation I find myself now. You would think with over 100 techies on staff they could update their business model. Thanks for the forum to let me vent. Merry Christmas USAA, thanks for your help and compassion!
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