A very similar situation happened to me when I declared bankruptcy after an expensive and bitter divorce. I had been with USAA for over 10 years and had bank accounts, credit cards, insurance, and a car loan through them.
All of a sudden things started changing with my accounts and every time I called them all I would get was a run-a-round. No one could or would tell me what was going on. I even went so far as to contact their President, Bob Davis and to this day I have never been able to get my questions answered. Bob Davis hasn't got a clue and USAA is just like him. Their customer service people are ignorant and rude and it takes forever to get someone on the phone. I do agree that it is a good idea to demand to talk with a manager once you finally get through. There are rumors going around that Bob Davis is suffering with some sort of dementia or senility and you would think if he cared he would step down but apparently he really doesn't care because he is still there running USAA right into the ground.
The last straw was an auto accident I was in where my car was hit by an illegal immigrant who took off. USAA forced me to go to one of their repair shops which is against the law and the shop did a very poor job of fixing my car and USAA has to this day refused to do anything about it.
I have cancelled all of my policies with USAA and I have taken my business elsewhere to a company who values my business and actually appreciates me. My feeling is that everyone who is with USAA should leave and maybe then they will get the message that they can't treat their customers like dirt and expect them to stay around.
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