Originally Posted by sandlapper

Albie,

Tricia posted here (I'm guessing) because of a letter I sent to the CEO of USAA after reading your initial post. I sent them the link to this site. A few days ago, I received a call from the office of Gen Robles (Ret.), and I had a relatively long conversation with one of his staffers (I think it was Tricia). I explained to them that your post had illuminated some key points to several of the active members of this board, and I brought it to their attention out of respect for the company that has served so many of us over the years.

The point I wanted to get across to them was the old adage of speaking "truth to power"...if the good General is only hearing about how happy their members are, then he's not hearing the whole story. In this day and age of viral marketing, bad news can reach the masses faster on the internet than any multi-million dollar ad campaign could ever hope to do. (Just ask the guy who wrote the song called "United Breaks Guitars"...it was a nightmare for United Airlines.)

YouTube - United Breaks Guitars

The fact of the matter is that I never even considered shopping around outside of USAA until I read your post. If USAA is listening, and I believe they're a smart enough company to do so, they just might realize what is happening & make it right for guys like you. Thanks for taking the time to share your experience with us here.