topic Re: Frustrated with USAA....WTH??? in Personal Finance

Frustrated with USAA....WTH???

pizza1 — Sun, 01 Mar 2015 18:38:26 GMT

I know some of you miss my rants so heres one.........So long story short, Ill spare everyone the gory details, but they were IIB in 2013 for a decent amount. I continue to have my car/renters insurance with them, and have since 1991, in good standing.

Moving along.....Since I just recently in the last year started doing online banking, I was paying my insurance thru my checking. Well, now that Im needing to meet spend bonus on a couple cards, I went to set up my online acct at USAA, and low and behold a box popped up saying I was not allowed this funciton because I filed BK.

WTH??...I called in asked for a super, and she immediately said that I wasnt allowed the "regular full site function" because I had IIB them, but I was allowed the mobil site. She said the reason for that was because the full site offered CC's and other services that I wouldnt be allowed to have for 7 years. I tried to make a payment using the mobil site, and it wouldnt "allow me" too. I told her this, and she rudely said, " well, you should have paid us", then you wouldnt be having this problem. " Lets just say that after that comment, all hell broke loose, and I escalated all the way to the top. I got her name, employee #, name of her first born, etc...

I told her this was the only company that did this too me, and the other companies that were also IIB would gladly take payments from me in any way, and have allowed me to set up a "FULL SITE" acct and have issued me ANOTHER CC. I told her I wasnt interested in their CC, that I had plenty, lol. I also said told her that Ive been a member since 1991, along with 12 other family members, and I could change that in a heart beat! and have never been late on an insurance payment, but that didnt matter. She said that their special IT BK department sets it up like that, and that message wont go away till 7 years from my discharge, but once it does Ill be allowed to have access to the full site again, and make payments that way. Right now, Im only allowed to "view" my insurance acct via mobil site, and thats it.

so, basically I can only pay my USAA insurance thru my checking like I do now.

Im beyond livid...I get that I filed BK, but Im not a bad person, and she made me feel like I was a worthless POS for doing so, and that they were the ONLY creditors involved. All I wanted to do was set up an online acct, and pay my insurance bill will my new QS to meed spend, I wasnt applying for credit. Now Im in tears.

Re: Frustrated with USAA....WTH???

happypill — Sun, 01 Mar 2015 18:28:40 GMT

Well, that sounds like a silly restriction. I don't get how that helps them at all.

Still, I think it's their right to set up their policies however they like, and it's your right to take your business elsewhere if they don't treat you like a valued customer. I doubt any CSR, no matter how high up you go, could change this type of policy.

Re: Frustrated with USAA....WTH???

Strogen — Sun, 01 Mar 2015 18:30:27 GMT

Honestly I would just change to a different insurance provider. That does seem bizarre though.

But, dont sweat the small stuff.

Re: Frustrated with USAA....WTH???

kdm31091 — Sun, 01 Mar 2015 18:32:17 GMT

Agreed...their policies, no matter how stupid they may seem, are their policies. There is no use fighting to get them to change a policy. You will simply be frustrated.

As mentioned if it's a big enough problem (which I can understand), I'd consider switching providers to avoid the headache.

Re: Frustrated with USAA....WTH???

pizza1 — Sun, 01 Mar 2015 19:27:48 GMT

I probably wouldn't be as upset as I am now if she wasn't so unprofessional to me on the phone, and made that particular comment. If she was nice to me, thanking me for continuing to have service with them, and apologized for the inconvenience that she couldn't change....then it would have gone a lot differently.

mod edit- language

Re: Frustrated with USAA....WTH???

Imperfectfuture — Sun, 01 Mar 2015 18:41:30 GMT

Never take credit personally. Bk hangs over your head, especially with those involved. You are not a bad person, and they have rules. You can always switch out insurance if the terms are not to your liking.

Living is realizing there is only so much we can control. You apparently tried, but can't change their minds. There are things you can control, yourself. Try not to place yourself in situations that make you want to cry.

For example, I've been told by many reps that I can get a cli on my business card after 60 days. But I had a cli on my personal Amex in December, and some reports out there claim no additional cli's for six months. Now, I can't get straight answer, and often referred to wrong department (would I like to initiate a FR?). There are also business expenses that won't let me use this card.

When I get frustrated and transferred many times without any answer, I just hang up. There is nothing I can do to fix the situation at that point in time. Medical biller's make mistakes, and bill me for things they shouldn't, really BIG bills.

Life throws us curveballs, some are consequences of our past behaviors, or current behaviors. Control is but a myth, and you can only control you.

The reason you feel like crying, are you still feeling guilty for filing BK? It's the past, it's done. You must forgive yourself (more easily said than done, I know), then it is easier to forgive others. Try again next year? It's not worth crying over.

Re: Frustrated with USAA....WTH???

Anonymous — Sun, 01 Mar 2015 18:44:07 GMT

Unreal ... USAA just changed CEOs'. If you don't feel better in a few days send a snail mail written letter to the Exec Office on the subject and the treatment. As you said, treating you with respect would have helped! Policy is certainly a question too. Presently, I am a member and I don't like seeing people get treated with disrespect!

Re: Frustrated with USAA....WTH???

Anonymous — Sun, 01 Mar 2015 18:45:02 GMT

Language!

The rep should not have been so callous, but you absolutely hold control of the conversation at all times.

Like IF said, you can hang up.

Re: Frustrated with USAA....WTH???

pizza1 — Sun, 01 Mar 2015 18:45:10 GMT

like I said, I WASNT applying for credit!! I was trying to pay my insurance bill, but Ive been blocked by them for the next 5 years to do that other than paying thru my checking.

They won't allow me to set up online acts to do that because of the BK.

Re: Frustrated with USAA....WTH???

barbaralee — Sun, 01 Mar 2015 18:49:33 GMT

If it makes you feel any better, I also iib USAA, but I use to work for them so I was well aware of the policies. My SO eventually wants to switch all of our banking to them, but I have to wait 2 more years. I know it sucks, but it is what it is. At least it is only for 7 years, and once those years pass you are golden again.

She was awful, and I can attest that USAA really does look out for their members. Any impeccable customer service experience I have I learned from them. Don't let this one rep ruin a 12 year relationship. Good thoughts your way.

Re: Frustrated with USAA....WTH???

pizza1 — Sun, 01 Mar 2015 18:49:26 GMT

I think Ill look around and get quotes from other places. Ive already called my Dad, and he was very upset in the treatment, meaning the way the supervisor spoke to me. I will contact the EO the THAT treatment, and tell him to pull the phone records on the conversation. That conversation was almost borderline collection activity.

Re: Frustrated with USAA....WTH???

Anonymous — Sun, 01 Mar 2015 18:49:38 GMT

24 years*

Re: Frustrated with USAA....WTH???

barbaralee — Sun, 01 Mar 2015 18:54:49 GMT

@Anonymous wrote:
24 years*

I am also at 24 years as well, my mom signed me up when I was 12. I remember her telling me about it, and I was like, meh, whatevs. Oh, to be young again, lol...

Pizza, I also wanted to add that I am sure you are well aware of the stigma BK has. People are just ignorant about the whole situation, look at some of the comments that are said here. I would try to let it slide, water off a duck's back, ya know? But definitely pursue the EO avenue, that rep needs to be admonished.

Re: Frustrated with USAA....WTH???

pizza1 — Sun, 01 Mar 2015 18:53:39 GMT

like I said...I probably wouldnt have even posted this if the conversation had gone differently, and the supervisor didn't speak to me so hatefully. I would have sucked it up as an inconvenience.

Re: Frustrated with USAA....WTH???

CH-7-Mission-Accomplished — Sun, 01 Mar 2015 18:54:08 GMT

I feel bad for you. This is a well documented policy of USAA. The rep was overly harsh but probably just giving you the company line. I would not shoot myself in the foot by canceling the lowest price insurance to spite them. If you can get lower cost insurance, by all means switch! But you should be doing that anyway.

But don't raise your own insurance premiums because you are pissed off. The only person that will be hurt is you.

Re: Frustrated with USAA....WTH???

pizza1 — Sun, 01 Mar 2015 18:56:21 GMT

Barbalee....Yeah, Im getting used to the comments...Someone that hasn't gone thru a BK, has no idea...literally the hoops you have to jump thru, the shame you get for 10 years, the looks, the "amazement" at getting credit again, etcccc.... its enough to make me vomit.

Re: Frustrated with USAA....WTH???

Imperfectfuture — Sun, 01 Mar 2015 19:05:39 GMT

@pizza1 wrote:
Barbalee....Yeah, Im getting used to the comments...Someone that hasn't gone thru a BK, has no idea...literally the hoops you have to jump thru, the shame you get for 10 years, the looks, the "amazement" at getting credit again, etcccc.... its enough to make me vomit.

I filed BK in 2001 due to medical debt. All I got afterwards was sub prime cards. I didn't know anything about managing credit. After I lost my job 1/2008, I considered it again, I purposefully let a car get repo'd. I swore off credit. I was told to wait it out by a lawyer friend because I was considered judgement proof, I waited, 7 years. I have learned to live with the consequences of both actions, and I am a better person for it, I now know how to manage money. I want to keep available credit within a certain amount of my annual income, and I am not even there yet.

You have grown your profile fairly quickly. But don't assume many of us don't know where you came from, or where you are at, if I had found this forum earlier, it would have been repaired earlier, but I wouldn't have 6 years of knowledge gained living on a cash diet. I paid everyone that was owed (to a point). Let's remember to keep it friendly, supportive and respectful. I have seen no one put you down.

Re: Frustrated with USAA....WTH???

Anonymous — Sun, 01 Mar 2015 19:08:17 GMT

@IF, I don't think she means on this thread.

Re: Frustrated with USAA....WTH???

Imperfectfuture — Sun, 01 Mar 2015 19:11:35 GMT

@Anonymous wrote:
@IF, I don't think she means on this thread.

Was unsure. Have to cover bases when CL.

Re: Frustrated with USAA....WTH???

barbaralee — Sun, 01 Mar 2015 19:11:37 GMT

@Imperfectfuture wrote:
@pizza1 wrote:
Barbalee....Yeah, Im getting used to the comments...Someone that hasn't gone thru a BK, has no idea...literally the hoops you have to jump thru, the shame you get for 10 years, the looks, the "amazement" at getting credit again, etcccc.... its enough to make me vomit.
I filed BK in 2001 due to medical debt. All I got afterwards was sub prime cards. I didn't know anything about managing credit. After I lost my job 1/2008, I considered it again, I purposefully let a car get repo'd. I swore off credit. I was told to wait it out by a lawyer friend because I was considered judgement proof, I waited, 7 years. I have learned to live with the consequences of both actions, and I am a better person for it, I now know how to manage money. I want to keep available credit within a certain amount of my annual income, and I am not even there yet.

You have grown your profile fairly quickly. But don't assume many of us don't know where you came from, or where you are at, if I had found this forum earlier, it would have been repaired earlier, but I wouldn't have 6 years of knowledge gained living on a cash diet. I paid everyone that was owed (to a point). Let's remember to keep it friendly, supportive and respectful. I have seen no one put you down.

Agree with Nixon, I don't think she was singling out this forum. If anything, I did, but certainly no one in particular.