I've resorted to asking every person that answers the phone if they are a USAA employee or an outsourced call center script reader. When I get through to a USAA employee the experience is generally good.

I'm not sure why I'm still with them, they've screwed up investments, insurance, claims, and aren't nearly as good of a deal as they were when I signed up in the early 80's.

Shame on me. But shame on them too for making jump through "who do work for hoops" just to get somewhat acceptable customer service.