• Report: #313570

Complaint Review: USAA

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  • Submitted: Sat, March 01, 2008
  • Updated: Thu, December 03, 2009

  • Reported By:Coeburn Virginia
USAA
P.O. Box 659464 San Antonio, Texas U.S.A.

USAA usaa made us take 200 phone calls a day with unrealistic expectations San Antonio Texas

*UPDATE EX-employee responds: Am a little offended

*Consumer Comment: I Love USAA

*Consumer Suggestion: Just another angry ex employee

*Consumer Comment: Here is the foundation of "Silverag's" problem. Did anyone else notice?

*UPDATE EX-employee responds: Wow

*UPDATE Employee: I'm a "Real" employee.

*UPDATE EX-employee responds: I completely agree with the author of this complaint

*Consumer Comment: This seems like the most IGNORANT thing I've read on this site...and that's saying a lot.

*Author of original report: don't comment unless you are being helpful

*UPDATE Employee: Not very accurate

*UPDATE Employee: Not very accurate

*UPDATE Employee: Not very accurate

*UPDATE Employee: Not very accurate

*Consumer Comment: USAA Customer happy so far-complaint out of line

*Consumer Comment: USAA is a well respected company

*Author of original report: USAA IS HORRIBLE TO WORK FOR AND THE CUSTOMERS ARE AWFUL

*Author of original report: USAA IS HORRIBLE TO WORK FOR AND THE CUSTOMERS ARE AWFUL

*Author of original report: USAA IS HORRIBLE TO WORK FOR AND THE CUSTOMERS ARE AWFUL

*Author of original report: USAA IS HORRIBLE TO WORK FOR AND THE CUSTOMERS ARE AWFUL

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working for usaa was the most awful experience i have ever had to work for their company is poorly managed they have buildings all over usa and the customers seem to only think they are in texas because they do not tell anyone about the other usaa buildings and the other employees in other states seem to thin that texas is the only building there is they do not tell their employees about all their buildings like the one in wise, va they would change what we had to do everyday and then they would tell us we were doing a bad job and threaten to fire us without any explaination of what we were doing that day usaa is the worst company to work for and as is sykes the buildings that some usaa agencies are in they have unrealistic expecetations for everyone

Silverag
Coeburn, Virginia
U.S.A.

This report was posted on Ripoff Report on 03/01/2008 05:50 AM and is a permanent record located here: http://www.ripoffreport.com/r/USAA/San-Antonio-Texas-78265/USAA-usaa-made-us-take-200-phone-calls-a-day-with-unrealistic-expectations-San-Antonio-Tex-313570. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 UPDATE EX-employee responds

Am a little offended

AUTHOR: venus - (United States of America)

   Hi this is to the San Antonio employee that says the third-party vendors are not "real" employees.  I am sorry but I worked for USAA at a third-party vendor and I loved my job there.  I had to quit because of health problems.  I do think it is just as rude of you to take in consideration that all employees that do not step foot in the USAA building in San Antonio are the same as the one that spewed out their anger.  In my book it makes you no better than that person.  There are people out there that will always find a problem with the place they are working. 

   I have spoken to quite a few of you so called "real" employees and to tell you the truth, I have never felt so down-graded.  Now not everyone that I spoke to was that way but most were.  Instead of listening to the problem, you just assumed we did not look for the answer or thought we were stupid to read.  So the sword cuts both ways here.  I am hoping that I can get my health straight and go back to serving our members of the military.  I mean after all, without them we would not have the same freedoms that we do today.

    Please take in consideration that not everyone acts that way. And before you pass judgment on someone in saying they are not "real" think if you really want someone to think of you that way.  I have dealt with MANY members and there have been countless times that I would call the so called "helpline" just to be told they do not know either or look it up before calling here.

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#2 Consumer Comment

I Love USAA

AUTHOR: Jeanski - (U.S.A.)

I have also been a member of USAA since 1981, and I can't say enough good things about it! I have never been subjected to the poor customer service the OP apparently provides. To the real employees who educated us on how things work (e.g., having to recommend products or services).... we'll try to be kinder to you now that we understand. Everyone has a job to do, right? I don't know what this OP is all about, but it seems like sour grapes of an ex-employee who couldn't meet the standards USAA sets forth.
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#3 Consumer Suggestion

Just another angry ex employee

AUTHOR: Random Randi - (U.S.A.)

After reading what you've wrote I take it your one of two:
1 A fired underperforming employee
2 An angry member
USAA has been a GREAT help to me and my fellow shipmates, claims are handled very fast, service is excellent, and the fact they even call me by my full rank and title just adds that extra feeling of a relationship compared to just asking me my account numbers. You've overstated your own ignorances and understated USAA's value as one of the best companies Ive ever been with. As for working there, I have never met an employee that has the views you have, and personally Im very glad your not with them anymore, you were probably the rudest and meanest person a member had to deal with. I actually feel sorry for you, best of luck,
RR
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#4 Consumer Comment

Here is the foundation of "Silverag's" problem. Did anyone else notice?

AUTHOR: Steve - (U.S.A.)

"Silverag", I can sum up your problem in 1 word.
ILLITERACY.

No capitalization.
No puncuation.
No sentence structure.

Do they have schools in Coeburn, VA?

If so, you need to go back to the 3rd grade.

That is why you cannot get a DECENT job.


>>>
working for usaa was the most awful experience i have ever had to work for their company is poorly managed they have buildings all over usa and the customers seem to only think they are in texas because they do not tell anyone about the other usaa buildings and the other employees in other states seem to thin that texas is the only building there is they do not tell their employees about all their buildings like the one in wise, va they would change what we had to do everyday and then they would tell us we were doing a bad job and threaten to fire us without any explaination of what we were doing that day usaa is the worst company to work for and as is sykes the buildings that some usaa agencies are in they have unrealistic expecetations for everyone

Silverag
Coeburn, Virginia
U.S.A.


>>>
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#5 UPDATE EX-employee responds

Wow

AUTHOR: Junebugg - (U.S.A.)

To the USAA members,

Trust me, there is no possible way someone as ignorant as a couple of the posters here were hired by USAA. Just like another said, definitely third-party vendors. USAA was the best company I have ever worked for. They really are amazing and I am very proud to have been able to serve all of our service members and their families. I think the majority of USAA employees love their jobs! And uhhh... we learn like the first day of orientation about all of their locations but what does that have to do with anything? LOL
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#6 UPDATE Employee

I'm a "Real" employee.

AUTHOR: Be Truthful - (U.S.A.)

This person is NOT an actual employee of USAA.


This person worked in a third party call center hired to take the easy calls, the sad part is most of these "employees" lack the character, brain, smarts and common sense to work for a prestiges company such as USAA, these third party vendors are underpaid, untrained, grew up in back woods and real employees are always fixing their screw ups, kind of sad.

Many USAA employees have given feed back to upper management to rid USAA of these ignorant people. Everytime that a REAL employee tries to educate and train these so called "employees" they are unreceptive to any training or guidence.
USAA takes personality, literacy test, and these employees are exempt from that, in fact if you are a member reading this please do me and everyother employees at USAA a favor, go online send an email and write CEO complaints about how USAA should get rid of third party vendors, as they are taking the ease of doing business with USAA away.

I am sickened that this "employee" is spitting in the face of the American Soldier, yes there are difficult members, yes contrary to what members think our job is extremely stressful, so please when calling remember that the representative on the other end of the phone is a person and just like when we call you Sir, Sergeant, Captain, etc...that what we are saying is out of respect so please return the gesture.

I am appauled by the ignorance and disrespect of this person.
USAA is a wonderful place to work and to be a member of, every member should know that not all USAA employees are like this one, unfortunately there are a few who sneak between the cracks.
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#7 UPDATE EX-employee responds

I completely agree with the author of this complaint

AUTHOR: Kat - (U.S.A.)

I am a former Call Center Employee from the Uniontown PA office at Teletech. USAA expected us to take at least 200 calls a day, and get our opportunities in ON EVERY CALL. Note that most of the members always want off the phone as soon as their reason for calling was taken care of. I won't ever bash a member, as I am one myself. However, I have run across a few that were out of line and downright insulting. And heaven forbid we didn't remind the members about USAA.com. And most of the older members in their 70's, 80's, and 90's don't own computers and TELL you they don't, we still got docked in QA's if we didn't tell them. So yeah, USAA is ridiculous with their demands if you're a member service agent.
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#8 Consumer Comment

This seems like the most IGNORANT thing I've read on this site...and that's saying a lot.

AUTHOR: Jay - (U.S.A.)

I have been a USAA member for quite some time now and am completely appaled, as well as shocked, by this report. I have never once spoken to someone at this insitution with such a low caliber of character and I happy to say so. If I were ever to have come across someone such as yourself I probably would have gotten the wrong impression and moved onto another financial institution. Let's just say that I have been lucky.

I must say that I don't see a single relevant argument in your post nor do I see any valid points. Everyone has managers that they are unhappy with. It does pain me to see that USAA hires people with absolutely no grammatical skill or common sense. I'm not too sure how I feel about that, however, I work in a large corporation as well and can understand that good help costs money.

Sometimes, a large corporation is willing to hire cheap help for positions that do not require much experience or talent. If they looked at it in the long run, they might see that someone such as myself might take my business elsewhere after a run-in with the wrong employee. That's an argument for a different time.

Anyway, please, if you have a valid argument bring it up by all means. But, if you are just venting, call a friend. Don't waste valuable server space, bandwith or my time with your irrelevant babbling.
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#9 Author of original report

don't comment unless you are being helpful

AUTHOR: Silverag - (U.S.A.)

none of you are helpful and i don't care for your comments please don't post anymore usaa is an awful company too work for
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#10 UPDATE Employee

Not very accurate

AUTHOR: Alkrip - (U.S.A.)

I for one am glad you no longer work here since you were obviously not contributing to the company's mission. First off the office in Virginia is in the city of Norfolk. Secondly, the whole purpose of the company is to be there for military members who are on the frontlines fighting for our country. Your remarks are quite insulting to people that are giving up their lives.
Also have you even considered that since the building in San Antonio is almost 300 acres (which is larger then the Sears Tower in Chicago and The Pentagon in DC) that many people may think it is so large the majority of the employees reside there?
As far as not telling people there are other regions I think you didn't work there long enough to find out about them. By reading your post I am amazed you even were able to get a job since the word "I" should be capitalized and the word "expectation" was obviously too difficult for you to spell.
I am trying not to bash you too much, however, it is difficult. The employees work very hard not because they are told to but because they want to. Which is the big difference since you never figured that out.
And by the way have you ever heard of an insurance company that only had one office? Not to mention a lot of our members are stationed in San Antonio or were at one point in their lives they remember seeing the USAA building and feel a connection to it. If I am speaking with a member and they make a comment about San Antonio I mildly let them know I am not in that region but I don't go on to assume they are stupid.
As for poor management I feel you are wrong once again. Granted not everyone is going to love their manager but isn't that the case no matter what company you work for?
The products offered are exceptional as well as the employee benefits. Try calling up Geico and ask them to put you on a monthly payment plan for your auto insurance and see what they say. That's right they don't do that. Do you know of any other banks that give free checks, pay your ATM fees and let you scan your checks from home? I don't. How about offering the employees fitness centers, daycare centers, bonus checks, thanksgiving and christmas lunches, annual raises based on performance, health insurance, dental, 401K with matching contribution 100% of what you put in. No your right. They are absolutely horrible. Just do me a favor don't let the secret get out we don't want to insure people like you we strive for quality members and employees. To all the members I am sorry that this person worked there even one minute of a day.
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#11 UPDATE Employee

Not very accurate

AUTHOR: Alkrip - (U.S.A.)

I for one am glad you no longer work here since you were obviously not contributing to the company's mission. First off the office in Virginia is in the city of Norfolk. Secondly, the whole purpose of the company is to be there for military members who are on the frontlines fighting for our country. Your remarks are quite insulting to people that are giving up their lives.
Also have you even considered that since the building in San Antonio is almost 300 acres (which is larger then the Sears Tower in Chicago and The Pentagon in DC) that many people may think it is so large the majority of the employees reside there?
As far as not telling people there are other regions I think you didn't work there long enough to find out about them. By reading your post I am amazed you even were able to get a job since the word "I" should be capitalized and the word "expectation" was obviously too difficult for you to spell.
I am trying not to bash you too much, however, it is difficult. The employees work very hard not because they are told to but because they want to. Which is the big difference since you never figured that out.
And by the way have you ever heard of an insurance company that only had one office? Not to mention a lot of our members are stationed in San Antonio or were at one point in their lives they remember seeing the USAA building and feel a connection to it. If I am speaking with a member and they make a comment about San Antonio I mildly let them know I am not in that region but I don't go on to assume they are stupid.
As for poor management I feel you are wrong once again. Granted not everyone is going to love their manager but isn't that the case no matter what company you work for?
The products offered are exceptional as well as the employee benefits. Try calling up Geico and ask them to put you on a monthly payment plan for your auto insurance and see what they say. That's right they don't do that. Do you know of any other banks that give free checks, pay your ATM fees and let you scan your checks from home? I don't. How about offering the employees fitness centers, daycare centers, bonus checks, thanksgiving and christmas lunches, annual raises based on performance, health insurance, dental, 401K with matching contribution 100% of what you put in. No your right. They are absolutely horrible. Just do me a favor don't let the secret get out we don't want to insure people like you we strive for quality members and employees. To all the members I am sorry that this person worked there even one minute of a day.
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#12 UPDATE Employee

Not very accurate

AUTHOR: Alkrip - (U.S.A.)

I for one am glad you no longer work here since you were obviously not contributing to the company's mission. First off the office in Virginia is in the city of Norfolk. Secondly, the whole purpose of the company is to be there for military members who are on the frontlines fighting for our country. Your remarks are quite insulting to people that are giving up their lives.
Also have you even considered that since the building in San Antonio is almost 300 acres (which is larger then the Sears Tower in Chicago and The Pentagon in DC) that many people may think it is so large the majority of the employees reside there?
As far as not telling people there are other regions I think you didn't work there long enough to find out about them. By reading your post I am amazed you even were able to get a job since the word "I" should be capitalized and the word "expectation" was obviously too difficult for you to spell.
I am trying not to bash you too much, however, it is difficult. The employees work very hard not because they are told to but because they want to. Which is the big difference since you never figured that out.
And by the way have you ever heard of an insurance company that only had one office? Not to mention a lot of our members are stationed in San Antonio or were at one point in their lives they remember seeing the USAA building and feel a connection to it. If I am speaking with a member and they make a comment about San Antonio I mildly let them know I am not in that region but I don't go on to assume they are stupid.
As for poor management I feel you are wrong once again. Granted not everyone is going to love their manager but isn't that the case no matter what company you work for?
The products offered are exceptional as well as the employee benefits. Try calling up Geico and ask them to put you on a monthly payment plan for your auto insurance and see what they say. That's right they don't do that. Do you know of any other banks that give free checks, pay your ATM fees and let you scan your checks from home? I don't. How about offering the employees fitness centers, daycare centers, bonus checks, thanksgiving and christmas lunches, annual raises based on performance, health insurance, dental, 401K with matching contribution 100% of what you put in. No your right. They are absolutely horrible. Just do me a favor don't let the secret get out we don't want to insure people like you we strive for quality members and employees. To all the members I am sorry that this person worked there even one minute of a day.
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#13 UPDATE Employee

Not very accurate

AUTHOR: Alkrip - (U.S.A.)

I for one am glad you no longer work here since you were obviously not contributing to the company's mission. First off the office in Virginia is in the city of Norfolk. Secondly, the whole purpose of the company is to be there for military members who are on the frontlines fighting for our country. Your remarks are quite insulting to people that are giving up their lives.
Also have you even considered that since the building in San Antonio is almost 300 acres (which is larger then the Sears Tower in Chicago and The Pentagon in DC) that many people may think it is so large the majority of the employees reside there?
As far as not telling people there are other regions I think you didn't work there long enough to find out about them. By reading your post I am amazed you even were able to get a job since the word "I" should be capitalized and the word "expectation" was obviously too difficult for you to spell.
I am trying not to bash you too much, however, it is difficult. The employees work very hard not because they are told to but because they want to. Which is the big difference since you never figured that out.
And by the way have you ever heard of an insurance company that only had one office? Not to mention a lot of our members are stationed in San Antonio or were at one point in their lives they remember seeing the USAA building and feel a connection to it. If I am speaking with a member and they make a comment about San Antonio I mildly let them know I am not in that region but I don't go on to assume they are stupid.
As for poor management I feel you are wrong once again. Granted not everyone is going to love their manager but isn't that the case no matter what company you work for?
The products offered are exceptional as well as the employee benefits. Try calling up Geico and ask them to put you on a monthly payment plan for your auto insurance and see what they say. That's right they don't do that. Do you know of any other banks that give free checks, pay your ATM fees and let you scan your checks from home? I don't. How about offering the employees fitness centers, daycare centers, bonus checks, thanksgiving and christmas lunches, annual raises based on performance, health insurance, dental, 401K with matching contribution 100% of what you put in. No your right. They are absolutely horrible. Just do me a favor don't let the secret get out we don't want to insure people like you we strive for quality members and employees. To all the members I am sorry that this person worked there even one minute of a day.
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#14 Consumer Comment

USAA Customer happy so far-complaint out of line

AUTHOR: Mcsintucson - (U.S.A.)

Firstly I think it is quite a generalization and insult to make the kinds of comments you did towards U.S. soldiers, they are risking their lives for our country, just because the company USAA itself made you unhappy does not mean that you have the right to judge everyone that banks their the same.

Also, before you make comments belittling others, you may want to check your spelling and grammar, typing in all capitols means you are yelling and is very inconsiderate, also it does not make you look to bright, especially after posting something towards others that deserve our respect.
M
y boyfriend served in the Army, and banks with USAA, and has been more than happy with them. He especially likes the convenience of being able to scan checks in from home for deposit. He has went to school, knows accounting, accounts recievable, quickbooks, and much more-and is far from the stereotype you suggest.

In addition you gave no detailed explanations on how USAA is suppose to be treating you bad? Instead, you seem to rant more off the actual topic. Maybe you can provide some detailed insight into how exactly it is that they have been treating you bad, what were you hired there for specifically, how long you have been working there etc.?

What exactly does them having mutiple locations have to do with you being treated badly? You said they made you do 200 plus calls a day with unrealistic expectations, what were the expectations that you thought were unrealistic? I have worked in many call centers, and depending on the call queue it is to take 200+ calls a day, that was part of the job, and to at least partially be expected working in a call center.
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#15 Consumer Comment

USAA is a well respected company

AUTHOR: Michelle - (U.S.A.)

I have been insured with USAA since 1989, and have never had a problem with them. As to them having other offices, I can't imagine that other USAA employees don't know they exist. Employees should have phone lists and intranet access and would learn these things. I know that they have other locations! But I'm not sure what any of that has to do with how awful they are.

As to the job description, you don't state what you do. Were you part of the call center, to direct calls to the right place? Was your training inadequate, or did you simply have problems getting people to the right destination? As to mismanagement, I cannot attest to that. If you had a problem at work, you should have brought it up to management, or upper management. If that fails, you take it to HR. Every large company has a way to resolve disputes. However, maybe this simply wasn't the job for you, and you should consider other employment.
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#16 Author of original report

USAA IS HORRIBLE TO WORK FOR AND THE CUSTOMERS ARE AWFUL

AUTHOR: Silverag - (U.S.A.)

I DON'T CARE IF THEY ARE SOLDIERS THEY SHOULDN'T GET ANY SPECIAL TREATMENT WE SHOULD BE ALLOWED TO HANG UP ON THEM IF THEY START CUSSING US SOLDIERS NEED TO LEARN TO RESPECT FOR NORMAL PEOPLE AND IT'S ABUSIVE WHEN THEY CALL USAA CAUSE THEY ARE TOO STUPID TO BALANCE A CHECK BOOK OR DON'T EVEN DO IT SOLDIERS SHOULD LEARN TO KEEP A CHECK BOOK WE AT USAA AREN'T PERSONAL ASSISSTANTS SOLDIERS SHOULD BE SMART ENOUGH TO KEEP A CHECK BOOK STRAIGHT AND WE ARE TIRED OF TAKING YOUR CALLS BECAUSE YOU MESSED UP YOUR CHECK BOOK USAA IS AWFUL TO WORK FOR THEIR CUSTOMERS ARE RUDE CAUSE THEY ARE SOLDIERS I MEAN WHO REALLY CARES THEYARE JUST PEOPLE TO ME IF I COULD I'D MOVE FROM USA TO JAPAN OR SOMEWHERE
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#17 Author of original report

USAA IS HORRIBLE TO WORK FOR AND THE CUSTOMERS ARE AWFUL

AUTHOR: Silverag - (U.S.A.)

I DON'T CARE IF THEY ARE SOLDIERS THEY SHOULDN'T GET ANY SPECIAL TREATMENT WE SHOULD BE ALLOWED TO HANG UP ON THEM IF THEY START CUSSING US SOLDIERS NEED TO LEARN TO RESPECT FOR NORMAL PEOPLE AND IT'S ABUSIVE WHEN THEY CALL USAA CAUSE THEY ARE TOO STUPID TO BALANCE A CHECK BOOK OR DON'T EVEN DO IT SOLDIERS SHOULD LEARN TO KEEP A CHECK BOOK WE AT USAA AREN'T PERSONAL ASSISSTANTS SOLDIERS SHOULD BE SMART ENOUGH TO KEEP A CHECK BOOK STRAIGHT AND WE ARE TIRED OF TAKING YOUR CALLS BECAUSE YOU MESSED UP YOUR CHECK BOOK USAA IS AWFUL TO WORK FOR THEIR CUSTOMERS ARE RUDE CAUSE THEY ARE SOLDIERS I MEAN WHO REALLY CARES THEYARE JUST PEOPLE TO ME IF I COULD I'D MOVE FROM USA TO JAPAN OR SOMEWHERE
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#18 Author of original report

USAA IS HORRIBLE TO WORK FOR AND THE CUSTOMERS ARE AWFUL

AUTHOR: Silverag - (U.S.A.)

I DON'T CARE IF THEY ARE SOLDIERS THEY SHOULDN'T GET ANY SPECIAL TREATMENT WE SHOULD BE ALLOWED TO HANG UP ON THEM IF THEY START CUSSING US SOLDIERS NEED TO LEARN TO RESPECT FOR NORMAL PEOPLE AND IT'S ABUSIVE WHEN THEY CALL USAA CAUSE THEY ARE TOO STUPID TO BALANCE A CHECK BOOK OR DON'T EVEN DO IT SOLDIERS SHOULD LEARN TO KEEP A CHECK BOOK WE AT USAA AREN'T PERSONAL ASSISSTANTS SOLDIERS SHOULD BE SMART ENOUGH TO KEEP A CHECK BOOK STRAIGHT AND WE ARE TIRED OF TAKING YOUR CALLS BECAUSE YOU MESSED UP YOUR CHECK BOOK USAA IS AWFUL TO WORK FOR THEIR CUSTOMERS ARE RUDE CAUSE THEY ARE SOLDIERS I MEAN WHO REALLY CARES THEYARE JUST PEOPLE TO ME IF I COULD I'D MOVE FROM USA TO JAPAN OR SOMEWHERE
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#19 Author of original report

USAA IS HORRIBLE TO WORK FOR AND THE CUSTOMERS ARE AWFUL

AUTHOR: Silverag - (U.S.A.)

I DON'T CARE IF THEY ARE SOLDIERS THEY SHOULDN'T GET ANY SPECIAL TREATMENT WE SHOULD BE ALLOWED TO HANG UP ON THEM IF THEY START CUSSING US SOLDIERS NEED TO LEARN TO RESPECT FOR NORMAL PEOPLE AND IT'S ABUSIVE WHEN THEY CALL USAA CAUSE THEY ARE TOO STUPID TO BALANCE A CHECK BOOK OR DON'T EVEN DO IT SOLDIERS SHOULD LEARN TO KEEP A CHECK BOOK WE AT USAA AREN'T PERSONAL ASSISSTANTS SOLDIERS SHOULD BE SMART ENOUGH TO KEEP A CHECK BOOK STRAIGHT AND WE ARE TIRED OF TAKING YOUR CALLS BECAUSE YOU MESSED UP YOUR CHECK BOOK USAA IS AWFUL TO WORK FOR THEIR CUSTOMERS ARE RUDE CAUSE THEY ARE SOLDIERS I MEAN WHO REALLY CARES THEYARE JUST PEOPLE TO ME IF I COULD I'D MOVE FROM USA TO JAPAN OR SOMEWHERE
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