For nearly 30 years, I was a loyal USAA customer, appreciating the services they offered. But in the last 16 months, things have taken a downward turn. The most recent issue? My credit card was canceled without any notice for over a week due to fraudulent activity. While I understand the need for security, the way USAA handled it was frustrating and unprofessional. I only found out about the cancellation when multiple charges were denied at the end of the month. Confused, I reached out to USAA to figure out what had happened.
This isn’t the first problem I’ve had with them recently. It’s actually the second time my credit card has been canceled unexpectedly. Worse still, they lost one of my mortgage payments and instead of trying to resolve the issue, they reported me to the VA for missing a payment! I’ve also had problems with their auto insurance.
I’ve been with USAA for nearly 30 years, but after all these issues, I’ve made the decision to leave. What was once a company that provided excellent services at great prices has become a source of stress and frustration. When interest rates drop, I plan to refinance my house with a different company and get a new credit card. If anyone has recommendations for credit card providers, insurance companies, or mortgage services, I’d love to hear them.
This experience has taught me an important lesson: it's not the problems that happen, but how they're handled that determines whether a relationship can be salvaged. Epictetus, a Greek philosopher, said it best: “It’s not what happens to you, but how you react to it that matters.” Similarly, Marcus Aurelius noted, “It’s fortunate that this has happened and I've remained unharmed by it—not shattered by the present or frightened of the future.”
So, I’m moving on. It’s a hassle, but sticking with a company that no longer values its customers isn’t worth it. USAA will lose my business, and I hope they realize that it's their lack of response, not the issues themselves, that drove me away.
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