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This is a sad story. It does not suprise me. Since 2005, the level of service has taken a MAJOR decline. I remember when my mother-in-law moved across country and a representative called her just to make sure that she was ok, and the move was sucessful. She is in her 60's with health issues, and that made me feel pretty good. Just recently my wife passed away, and they were cold, heartless, and seemed as if they could careless if we had a dime to our name. All they wanted was their FEE's and documentation. I was then reminded who I just called. It was not the USAA I remember, it was just another BANK! Ask anyone who survived WW2 how much they loved the banks when they came home and their houses were forclosed on.
If they want people to fall back in love with them they need to remember the "good 'ole days", when people mattered most. I remember when I boasted about being a member. Not anymore. Just saying.