Colleen, thanks but if you are listening to my tone, I’m IRATE and beyond verbal communication with USAA reps.  However, if you want to get me the CEO or President ... might be different.

@J W E, my apologies I did not see your post after you edited it. I have escalated your situation. Once reviewed we will be in contact with you. -Colleen

Is that a no, or otherwise not gonna happen?