My experience and impression virtually mirrors yours. There has been a more rapid decrease in quality over the past decade as they have tried to expand their customer base.
Sent them an email on Monday voicing my displeasure that USAA is associated with the NFL. I got a call back that I wasn’t able to answer at the time. They left a Voice Mail:
“This is ___ with USAA and the Department of the CEO’s Office. I am giving you a call in regard to the email you sent yesterday regarding the NFL and our sponsorship. Just want to let you know that we have received the email, we are compiling this information to then forward to the appropriate levels to be reviewed. At this point, we are still currently sponsoring the military appreciation of the NFL. No decisions have been made at this point to change that, however, we are gathering member feedback to present to the board.
If you have any specific questions call 800 531 8722 Extension to the CEO is 86071.”
Thank You