I was happy w service of all USAA staff for 10 + yrs n didn't experience drop in service after retiring in 2003. My main gripe is when I need them most, have hardship short sale pending, that USAA approved twice within past year (fell through because of buyer) Now have solid buyer n 1st mortgage w NFCU who quickly approved but USAA has been dragging their feet for months and I was recently told basically, Brenda, Loss Mitigation section will get to it when she can and per policy she has another 30 days. I'm a legally blind disabled Vet who went from six figure salary to my E6 retirement as my sole income while lawsuit against Cigna in progress and SSDI hearing won't be until 2/15. I've NEVER missed any payment on any loan w USAA n have great credit but because of that, they don 't seem to care and have no empathy. Fact is I'm one month away from defaulting on both mortgages and have sold/pawned; borrowed from fiends to keep bills paid n have not asked for gov assist although I qualify for food stamps n other fed programs but trying to avoid. After approving SS 2 times and hardship due to medical issues has only gotten worse but USAA refuses to expedite review/approval to release lien so our approved buyer n my 1st mortgage co can get Short sale closed by May, the last month I will be able to meet all obligations. How ur treated when things going well don't matter. The true judge if a service company that brags about going the extra mile for us Vets is when a situation like mine comes up, than I'm treated like a number and can't even speak to a Manager when I call (got auto e-mail from Manager saying he's not available because he is working a special project but he didn't leave info for alternate POC. So I can relate to a few comments above and agree USAA needs to take a fresh look at customer service practices and start practicing what they preach. 19226564