I’ve been a member since the 80s and watch member service steadily erode. Just yesterday they messed up a four figure transaction even though I took extra steps before the fact to make sure there were no hiccups. Sure enough, they managed to foul it up anyway.
Our only non-AmEx credit card is USAA. All our insurance (except life) is with USAA. Our insurance premiums are our largest monthly expense by far. I’m really fed up with their poor service and seeingly uncaring attitude about member needs. The problem is that there are far too many members now and they’re pretty much like any other big bank.....maybe worse.
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.