Rest assure, you are not alone on this one. Our DS has been trying to open a checking account with USAA since late March. Got nothing but run around ....We are getting the run around by USAA as well for our DS. Our family is already USAA members and they refuse to accept his orders despite requesting them as proof of enrollment at the academy. Don't know what to do. We emailed them but they refuse to answer ANY QUESTIONS. I am severly disappointed with their customer service. We have been with them for many years.
DS has the same experience as you described. He decided to shelf this for now until after finals. We could only laugh about this to keep our sanity. IT'S RIDICULOUS USAA. YOU CAN DO MUCH BETTER !Same for my DS. Going on two weeks, 4 different phone calls and escalations. Always needing things emailed again or asking for new items. No one ever actually accomplishing anything despite multiple promises that this is the last thing he'd have to do. He is about to give up.
Yes, sending a picture of the front AND BACK of the driver's license is important! We lucked out with a customer service representative that stressed this to him. So glad your DS was finally able to open his USAA account.After numerous phone calls and endless runaround, my DS finally got his USAA checking account opened last week. He emailed the same verification documents (appointment letter, travel orders, and drivers license) at least three times, and finally he was told that he needed to send a copy of both the front and back of his license in order for it to be accepted, which he would have done the first time if he had been told. Dealing with USAA was like having a second job, and my DS and I were both ready to give up until we finally spoke to a representative who actually knew what she was doing and took the time to help us.
swatdude said:Call 1-800-531-8722 and ask for "New Member Solutions"
PM'd you back.All,
Again, I'd like to apologize for the issues you've had with USAA. It's just as disappointing to me as it is for you and I'm working internally to make this right.
I've managed to connect two SAF posters to our internal advocate team whose job is to determine the issues and get to a solution as quickly and painlessly as possible. As more people reach out to me, I will keep a stream open to the advocates to get you set up more quickly.
For those who might be afraid to start the process, take swatdude's advice, you will likely get what you need with the new member solutions team as long as you are connected directly to them. Make sure to try this first.
If that fails, reach out to me. Those who are able, please PM me directly and I will give you my USAA contact information to get the ball rolling. Those who are lurkers or don't have enough posts (such as karlabsl and Driver45acp), I'm going to set up a temporary inbox on maildrop to maintain privacy for myself. I will monitor it throughout the work day. If you send a message to the maildrop, include your e-mail and I will respond directly from my USAA e-mail. The mail drop is: hornetguyusaa (at) maildrop.cc
I promise we will try to do right be y'all. Each of you matters to us - we want to be here for you. That is our mission.
I love what USAA does for our men and women in uniform and their families. Someone need to share this thread with the VP for membership or even the president/CEO. Is it a management issue or a training issue? It's ridiculous to grow membership when you have to cross your fingers to get someone on the phone to know exactly what need to be done to become a member. I am sure eventually this will become a nonissue but, geez, 118 posts of "how to open an account"? Seriously? Hire someone competent or risk losing your business.