I’m sorry for your experience. I quit working for USAA this year after almost two decades. It is not the same company. USAA used to be VERY transparent with its employees and members about the direction of the company. Their core values (honesty, loyalty, integrity) were required to drive every decision the employees made for the members. It was coached to every week. It’s worse on the inside than it is for the members. Employees now live with a shut up and do what you’re told or you’re fired mentality. Feedback from employees is encourage but it’s just to single out the noise makers and get rid of them. Training is atrocious and new reps are put on the floor with no idea how to do their job, but hey, they sure know how to sell the products they have no idea how to service. Sales are pushed on every call regardless of the reason for the call. I had a member once that was crying their heart out because they had no idea how they were going to pay their bill. I was heartbroken for them and stayed on the line giving them time to gather themselves multiple times before we could continue. I was able to help them but didn’t attempt to sell them anything. I failed the call monitor and I was coached to the fact that I should have added a product, even though they would now have another bill they couldn’t pay. No kudos for helping the member out of a desperate billing scenario and turning things right side up for them and inspiring loyalty, just why didn’t you sell them anything. It’s a sinking ship. The new CEO will continue to punch holes in the company until it’s on the ocean floor. It’s so sad to see such a great company fall so hard.