USAA Financial Center - Colorado Springs, Colorado

Infinity - DABRS

USAA, you claim to care about veterans, yet you continue to disappoint those you supposedly serve. My recent experience with your customer service makes it glaringly clear that your mission is far from being aligned with true support and respect for veterans. The representative I spoke to was shockingly unhelpful and disrespectful. When asked to explain your mission statement—a basic aspect any competent employee should know—she evaded the question and resorted to putting me on hold not once, not twice, but three times, seemingly out of spite. This is the treatment your loyal veteran customers can expect?

USAA’s mission is advertised as serving those who serve, but the reality is a far cry from this claim. Instead, what I experienced was a display of incompetence and disregard that leaves veterans like me feeling alienated and furious. If this is the level of care and respect USAA shows, you are not serving veterans; you’re actively insulting them. I’m appalled at the treatment I received and have the call recorded, so I’ll let the public judge your so-called “commitment” to those who have sacrificed for their country. Be ready to prove that your mission isn’t just hollow words on a website, but right now, all you’ve proven is that you’ve mastered the art of wasting veterans’ time and patience.

Unlucky i cant add the audio of the call but will follow up with any means possible to post it as i might not be the only one going thought it.

#disrespectful #abusivestaff #negligence

Bobby

This association is a shell of what it once was when Major General Joe Robles was the CEO. I spoke to about 5,000 people during my time at USAA and I personally witnessed HUNDREDS of instances where there was legitimate fraud on USAA member's accounts, I reported it and documented everything the customer told me, and USAA still did not credit the member back their funds they were entitled to. On top of this, they legitimately hurt veterans that are in need, and don't have a shred of empathy about it. I will never forget one instance speaking to a veteran on disability who was suffering from chronic pain. He was calling because he lived off disability income and USAA reversed a $600 provisional credit, putting this gentleman in the negative at the very beginning of the month when rent was due. They effectively took half of his paycheck that he had to live off of for the entire month. There was NOTHING I could do to help this gentleman. He begged me to take back the provisional credit in installments and USAA just took the full $600 without a shred of empathy for this poor gentleman and his situation. If that wasn't enough, I happen to be disabled myself and I was discriminated against and ostracized at this job because of the way I am. When I had issues, came back from medical leave and asked for accommodations, I was completely ignored. Not only did they not take my accommodations seriously, there was not a single conversation or acknowledgement of the accommodations I requested from my manager. I was told to "leave my problems at home", specifically referring to my autism. I struggle with this every single day and I believe that could be an ADA violation. I dealt with constant scrutiny, deliberate exclusion and ostracization just for being different. In addition, if you work here, prepare to suffer from major IT incidents at LEAST once a week. Whoever is writing the source code at USAA is not qualified to write robust software because we encountered bugs on several different occasions that made doing our job impossible, but they still asked us to do our job.. I specifically escalated so many IT issues that I pointed out to improve the processes and point out bugs, however literally none of these issues were ever addressed or taken seriously. Working at USAA is the definition of "You are a number on a spreadsheet". Employee satisfaction was under 30% when they gave us a survey.... They leave their veterans in terrible situations and tell them to wait 3-5 business days... Avoid working here, being a member here, giving them your business, or supporting USAA in any possible way. This company is completely riding on its old reputation and based on what I saw during my short time there, it's incomprehensible how this company functions as a unit when there is so much incompetence and apathy. Stay away at all costs...

Gus Garcia

I drove to the USAA service center to withdraw cash as my debit card was compromised. Two very nice ladies at the counter told me they could not dispense cash in any form. They offered to issue me a cashier's check then I could go cash it. For USAA to not have a facility with actual tellers is not very good support in a town with four major military installations in it. I have opened a Navy Federal CU account.

L JS

Update. The incompetence continues. I have been trying since MAY to change my last name since I was married. Every time I talk to someone I get a different explanation as to why my name can't be changed. I have submitted the documents requested and they have wasted my time. Going to US Bank tomorrow and dropping this sorry excuse of a company. Good riddance

This is a review more for USAA as a whole. I fell for a scam website a few months ago and have been fighting tooth and nail to attempt to get my money back. USAA has not been helpful at all. As soon as I am able to, I am closing every account associated with this financial institution, as they have the resources to help me but refuse to do so. If you are considering USAA, consider literally anyone else first. Nothing says "Thank you for your service" like leaving me in the lurch

David Escudero

This location DOES NOT have the capability of issuing a new debit or savings card.
Nor do they have tellers to give cash at this location. All cash is dispensed by ATM only.

Don't waste your time coming here. All services can be done online or through the app.

Steven Heires

USAA was a great insurance company for many years. But all good things come to an end eventually. Thanks to their latest restructuring, the quality of customer support has plummeted to an all time low. USAA Web Support is even worse. As a 40 year USAA member, I am throwing in the towel and going to another insurance company where customers are still valued, and customer service is still given a high priority.

Aden Marsteiner

Worst ATMs in the state, usually one is broken and they're always slow. Took 15 minutes to make a deposit because it only kept exactly half the hills and spitting the rest back out. I'm between each deposit is a minute long "processing" screen. Couldn't try the other ATM because it was broken as usual.

John

Awful experience dealing with USAA after being hit by their insured. Extremely rude and unhelpful. When I attempted to report this incident and get a different adjuster, I was sent directly back to the same awful employee.