After leaving the military, I worked in P&C IT for over 20 years. The company sold the P&C LOB to another before I retired. While working in the LOB, management would falsify timesheets by providing excel spreadsheets with project codes and allotted hours. Actual hours on projects assigned were not to be reported. Management wanted project estimates to match hours reported on timesheets. One manager directed on one occasion that all vacation hours were to be reported on projects. On some project codes, I did not know what they were used for but I had hours assigned to them. HR, Employee Relations, and Legal all responded that this was acceptable behavior. However, I contacted U.S. Labor after leaving the company, and this was falsification as it impacts operational earnings. It appears that the LOB was trying to make the operating expenses look good for a sale. It was a mute point to pursue this further . However, it will always remain a story for me that corruption will exist in any corporate setting.
Why am I telling you this. First of all, I am an USAA member for almost 35 years. In the last 5 years, service has declined with data not updated correctly or not at all. Some customer representatives are not consistent with answers. What about the 6 digit code that I have to provide after putting my SSN, PIN, and Birthdate on the same mobile phone to get to a representative? From an IT perspective, this is stupid. If you want me to verify with a 6 digit code, get rid of the other information and I will save at least 30 seconds of my life on each call. The chatter on this site is similar to what I experienced and I can understand why the decline in customer satisfaction and support. I cannot blame you. USAA is using Bloatware (Guidewire). Been there and this is why I have to wait longer for customer representatives to bring up my policy information. Agile principles has some merits but overall it is a joke. Conference calls involved participants who do the work and spectators who pretend to be important but have no purpose in the projects. You know who they are. Also, I better not hear that USAA is outsourcing to a foreign entity. This is a slap to all U.S. active duty service members and veterans.
For most of you who are dedicated and worth supporting, try to weather the storm. It is a cr-p shoot and it sucks waiting time after time to see if your number is up to be laid off. In the interim, use USAA's resources to improve yourself for your next endeavor in case you are targeted. There are outside resources in case you do not want to be tracked. Yes, you are being tracked.
As for me, I was researching USAA if an available product was worth pursuing. Apparently, I find myself looking at options elsewhere. If alot employees are not happy at USAA, then maybe the company needs a major adjustment. It is alarming that the CEO is not a veteran. This also applies to alot of senior executive officers. From my experience, they are selfish and they do not care about the military and veterans. Only tax breaks!!! Hopefully USAA will turn around, or else…
For all of you who have shared the negative and truthful information on this site, thank you for shedding light on USAA. It was helpful. Good luck on your next endeavor...