I have noticed that the service at USAA whether banking, insurance, etc has gotten worst in the past few years.Their favorite saying is "sorry" and they all sound as if they are reading a script when they talk with you. Even the supervisors sound like robots.
I would change companies but I'm afraid the service everywhere is going downhill. It use to be a top company regarding service, but no more.I am going to research and see if it is true that they are out scourcing their phone calls.
I also suggest (where legal) we start recording our conversations with USAA so we have proof of what is being told to us.