"At the end of the day, it's about understanding their experience and tailoring your experience to be relevant to them," USAA CEO Wayne Peacock told Yahoo Finance on Veterans Day.
Image Source
quote source
Every year at Veterans day and Memorial day, I get an emailed letter from this guy (supposedly) thanking me for my service and outlining the things USAA does to support us.
This time I noticed his email address in the email near the bottom, with the words "feel free to contact me if you have any issues" (famous last words)
So I did, and I outlined what I'd gone through in Oct and again in November.
Back story
in Oct. one of my auto pay things sent me a notice "Your card is about to expire" (not until November, but okay) so I went ahead and renewed my card, now it doesn't expire for a couple of years. Everything is the same, just a new expiry date and the CVV on the back.
EVERY website I'd been to had a clearly marked and relatively easy to find button for "Update my payment details"
But Not USAA.
In Oct I had to call them after spending an inordinate amount of time scrolling around and clicking, finally the person on the phone took my card info (and I thought updated everything) and made Oct payment.
Come Nov, "Your payment was declined" so again I scrolled and looked, and again I called, and again the payment was made for me, AND my card info was updated for me.
Just now I got a call, and me and the nice lady went all around my web account page and looked.
THERE IS NO CLEARLY MARKED AND EASILY ACCESSIBLE BUTTON to simply Update my card info, UNLESS I go to their Banking section.
I don't do any banking with them, so why would I ever think to go looking there?
This lady agreed wholeheartedly, and said she would send this important feedback up.
I shouldn't have to go through this again anytime soon, but if I do I now know where to look, but I hope I have made it simpler for other Veterans and users by being the one who wouldn't stop complaining.
Old age should burn and rave at close of day;
Rage, rage against the dying of the light.
Though wise men at their end know dark is right,
Because their words had forked no lightning they
Do not go gentle into that good night.
Good men, the last wave by, crying how bright
Their frail deeds might have danced in a green bay,
Rage, rage against the dying of the light.
Wild men who caught and sang the sun in flight,
And learn, too late, they grieved it on its way,
Do not go gentle into that good night.
Grave men, near death, who see with blinding sight
Blind eyes could blaze like meteors and be gay,
Rage, rage against the dying of the light.
And you, my father, there on the sad height,
Curse, bless, me now with your fierce tears, I pray.
Do not go gentle into that good night.
Rage, rage against the dying of the light.
Poem
by
Dylan Thomas
"Vindication"
by
Jerry E Smith
©11/16/2022
Everything is sourced.
Portrait from about 1978
by
Jerry E Smith
©11/16/2022
Everything is sourced.
Portrait from about 1978