So here's the scoop:
USAA hired a company by the name HCL America to run their Service Desk. In a nutshell USAA and Service Desk were now 2 companies working on the same campus. This posed a major problem because USAA was terrible at effectively communicating to blue badges (actual USAA employees) to not bog down SD with non IT issues. And Service Desk wouldn't tell USAA to stop calling with non IT issues.
This speration also caused USAA employees to treat Service Desk like absolute bottom corner dumpster contents. Constant annoyance with BS issues, such as, how to tie shoes, how to nurse a baby and even how to change a tire. Hell one guy called in to change his password, while driving down the highway!!!
On top of this HCL decided to use other contracting companies to hire and by doing this they themselves can offer benefits but lower the hourly wage. To add the cherry, HCL thought this setup would encourage other contractors (us) to join them and still do the exact same job. No one is taking a $2-$3 pay cut for benefits. Oh there weren't raises either.
There's definitely a lot more that I haven't covered. If you want more let me know.