I just spent 3 hours on a call with USAA to have a new incident logged versus updating the previous incident with the new details:
- problem likely started 9/5
- I deleted all m credit card transactions and reloaded all available data using another budget tool (similar to Mint but a different tool) it loaded all the old data from the last 90 days from 8/3 - 9/4 (POSTED transactions) and 9/5 (PENDING) transactions
- no transactions after this, so it likely means that the USAA change which broke everything occurred on 9/5
I had received an email from Melinda Mercado which was less than helpful. She indicated "Website Customer Support (WCS) team successfully contacted you on October 21, 2022" which is an outright lie. I spent 2.5 hours on calls I made to USAA trying to get the incident re-opened since USAA had closed all open incidents. They did open a new incident which is still showing a PENDING status after 10 days.
She did close her email with:
Sgt Kevin Joyce, we regret any inconvenience or frustration you experienced. We appreciate you allowing us the opportunity to review and resolve this matter for you. Should you have any additional questions, you can reach me at 8722.
USAA Federal Savings Bank has issued the final resolution on this matter; however, if you have additional questions, we invite you to contact us.
Thank you for allowing us to serve you and your banking needs.
I do not understand why anyone would offer for a customer to contact them but then no one is allowed to transfer the customer to them. I am being told they can not transfer me to Melinda even though her email says I can contact her if I have additional questions (which I do).
I spoke with Rachel (employee id G9938) for almost 45 minutes asking to be transferred to Melinda and I was told no. I even point blank asked "so you are refusing to transfer me to Melinda". Rachel responded Yes. After another 30 minute phone call trying to reach USAA Bank President Paul Vincent I was connected to a department which tried to transfer me to Melinda Mercado and gave me her direct extension so I don't have to sit on the automated system waiting for a customer service representative who can't help with the problem.
I have already seen on the USAA Community and the Intuit Community that USAA customers are closing accounts due to the handling of this issue. I don't blame them
