USAA provides a range of financial services including loans, investment products, and insurance to both active-duty service members and veterans. With over 12 million members, it isn't surprising that USAA gets a lot of calls to its customer service departments.
Because USAA works with service members and their families, it also maintains a separate phone line for those who are being, or have been, deployed.
People call USAA customer support for many different reasons, including:
Before calling USAA, make sure you are prepared for the call. Be prepared to take notes, either with pen and paper, your computer, or a note-taking app on a phone or tablet. Have any necessary information in front of you, including account numbers and relevant correspondence.
USAA has multiple divisions, each with its own customer service department. While it is possible to call a division directly, you don't have to. USAA's phone system can direct a call to its main toll-free number to any customer support department within the organization.
When you call, you'll be asked for your USAA number or, as an alternative, your Social Security number. From there, you can ask a question and you'll be directed to the appropriate department.
If you would prefer to speak to an agent right away, say "representative" or push 0. On the other hand, if you don't mind working with the automated system, but prefer to use touchtone rather than voice activation, hit *8 on your phone.
Customers of USAA bank report that they sometimes experience difficulties working with USAA's customer service representatives. These difficulties may include not being able to get to a human on the phone, long wait times and having to make multiple calls to get an issue resolved. There are, however, other reports that indicate a high level of satisfaction with USAA customer service.
Many standard financial service issues can be resolved by phone with the USAA. These include getting questions answered about products and memberships, checking balances and payment dates, and initiating investigations of fraud, identity theft, or inappropriate charges. Insurance customers can also call about claims and appeals.
In some cases, a physical signature may be required on forms and documents. In addition, your presence may be required for some customer service issues, including opening, closing, or transferring accounts. In addition, you may be required to mail or bring in original documents if electronic copies are not acceptable.
If you hang up after a call with USAA and feel as though your case was not resolved properly, don't give up. You have options for getting the help you need.
Before doing anything else, and if you didn't take notes during your first call, write down or type out what happened. This information can be helpful if you have to escalate your case.
After writing down what happened during your first contact, consider what your ideal resolution might be and then write this down as well. Having a "goal" resolution in front of you can help keep your conversation on track.
Next, try calling back. The next representative that you speak to might be in a better position to resolve your situation or give you the information that you need.
If USAA's customer support representatives can't resolve your issue, you may need to try a different approach:
Note: If you are calling USAA to get information, not to handle a specific request or problem, you may have better luck using USAA's virtual assistant, which you can find on its website. The virtual assistant may be able to quickly and efficiently get you the information that you are looking for.