I use USAA for my insurance and banking. At one point I like them so much that I had an argument with my wife when we got married about keeping them instead of switching to my Father-in-law who was an insurance agent.
Did you hear me USAA? I got in a fight with my wife about her Dad because I thought you were so awesome.
You were awesome, but now you are really starting to suck.
This is the type of feedback that you don't get from your "Rate me on a 1 to 5 scale" surveys.
You are screwing me, I am noticing, and it's starting to piss me off.
Case in point: I had both my first and second mortgage with you. I called about refinancing and was told that there was nothing that could be done without me fronting you another $18,000. You didn't tell me that the loans weren't coupled. That I could refinance each loan separately. That I could save $300 a month in cash and $80,000 over the life of the loan without having to extend the terms. But, your competition did. Even when I called back and gave you the last chance to match the offer, you couldn't do it.
Exhibit B: My car insurance bill. You just changed my bill due date without telling me. Then, because my banking is with you, you programed it so that I HAVE TO MAKE A PAYMENT BEFORE I WANTED TO. The system won't except the date I put in
Thirdly, you keep raising the rates on everything all the time. I understand that the cost of business is going up. You understand that I should check to see if there's a better deal somewhere else right?
USAA, if you are not going to treat me with any deference, than I've got no reason for staying.
Right now I am with you because I can deposit checks with my iPhone and I can use your cash card at any ATM for free. That's it.
One day I might just change banks and insurance. At that point your sales associate will ask why I am leaving and I will politely give some excuse. My business will be gone and you'll honestly not know what you are doing wrong.
Your can't treat your customers poorly and expect them not to notice.
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