David C. Kleinberg, M.D. sent a message to Stuart Parker - President and Chief Executive Officer of USAA - Email Address that said:
I am writing to express my deep and overwhelming dissatisfaction with USAA telephone and Internet communication.
I will begin by explaining the most recent situation.
I asked a friend to take my truck and retrieve some building materials. My friend had a fender bender in a parkinglot during that trip and since she is insured with USAA, she reported the incident to law enforcement and to USAA. Today, USAA sent me an email stating that this incident was being claimed against MY insurance not the driver (who is insured with USAA.) Then there was the long, 20 question interrogation on the phone when the Internet site woudnt accept any of my answers. Then there was the technician name Leon who refused to do what I asked when I requested to speak to his manager. Apparently, there is NO manager on duty at 6 PM on a Tuesday.
I am completely exhausted attempting to spend MY valuable time trying to communicate with the company who is paid to do things correctly. Leon refused to listen to what I said and continuously ignored what I asked for. He is incapable of accepting the fact that there is a CHAIN OF COMMAND and I asked to speak to the next one in that chain. Since that person was NOT Available, I asked for the next one up and that person was not available either. So there is NO LEADERSHIP available to the technicians at USAA after 5 PM. Is that the way to run a ship? Please respond to my letter. I have a lot more detail to add, but this is the gist of the issue.
David C. Kleinberg, M.D.
LCDR, MC, (FS) USN (ret)