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Sergeant First Class Steven R. [redacted], USAR Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your homeowners claim. We are aware that you are represented by an attorney. The adjuster is working with your attorney to bring this claim to an appropriate resolution. Thank you for the opportunity to reply. Sincerely, [redacted]

July 30, 2015
[redacted]
[redacted]
[redacted]
I am responding to your submission regarding recent customer service issues with USAA Federal Savings Bank and USAA Property and Casualty. I apologize for the frustration you experienced. Our employees are expected to...

handle matters accurately and timely as we strive to provide quality service to our entire membership. Coaching has been provided to those involved to ensure other members do not have a similar experience. Thank you for speaking with [redacted] and [redacted], of our staff, about your concerns. I hope the information they shared was helpful, and I trust the conversation assured you that your satisfaction is important to us. We appreciate the opportunity to respond to you. Sincerely, [redacted]

November 4, 2015[redacted]Dear Mr. [redacted]:I am responding to your submission about the handling of your debit card with the USAA Federal Savings Bank.[redacted], of our staff, was unsuccessful in her attempts to reach you to address your concerns. ...

Nonetheless, Ms. [redacted] completed a thorough review of the matter and confirmed that the merchant obtained the new debit card information appropriately by utilizing the MasterCard Automatic Billing Updater (ABU).  The MasterCard ABU is a system used by registered merchants to avoid missed payments when a consumer’s debit card information is updated.  Should you have any questions, Ms. [redacted] remains available, and she can be reached at [redacted]Thank you for allowing us to reply to you.  Sincerely,[redacted]

February 28, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile insurance claim.
Our records confirm that you filed another inquiry with the Ohio Department of Insurance (DOI). We will respond to the DOI...

accordingly.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

December 16, 2015Ms. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your submission regarding the emails you received.Thank you for taking the time to speak with me about your concerns.  After you provided copies of the emails to me, it was determined they were not...

sent by USAA.  I confirmed that you do not have any accounts with USAA. I appreciate you allowing us to reply to you.  Sincerely,[redacted]

July 26, 2016   Ms. [redacted]. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your automobile claim.   Thank you for speaking with [redacted], of our staff, who discussed your concerns.  I understand that Mr. [redacted]...

advised that additional information is needed to move forward with your claim.  Once the information requested is received, a thorough investigation will be conducted.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

July 12, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the credit cards you hold with the USAA Federal Savings Bank (FSB), and I regret any frustration and inconvenience you experienced with this matter. [redacted], of our FSB...

staff, was unsuccessful in reaching you by telephone and email to discuss the events that transpired on your accounts. Nonetheless, she confirmed you were reimbursed for all the fees charged to expedite your replacement cards. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Complaint: [redacted]
I am rejecting this response because: The mechanical failure was a direct result of the negligence of the tow company that USAA contracted with to tow our vehicle. The tow truck driver was advised NOT to start the vehicle and disregarded that directive and drove my vehicle CAUSING the mechanical failure. My claim, filed in December of 2016,  acknowledged mechanical failure caused  by the  tow truck drivers refusal to wench the vehicle onto the truck. USAA has acted in bad faith in managing my claim and should accept responsibility for causing the mechanical failure of my vehicle.  
Regards,
[redacted]

April 23, 2018 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the December 15, 2017, auto claim. Thank you for speaking with [redacted] of our staff.  On April 18, 2018, a payment was issued to your...

external account via an electronic funds transfer as settlement for your bodily injury claim. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

July 20, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding the December 2, 2016, automobile claim.
We are confident that the vehicle sustained mechanical failure, which is not a covered loss. Hence, our decision regarding coverage is unchanged. However, the invoices for expenses you incurred for the cost of the photos and storage fees were submitted to [redacted] for further consideration. [redacted], of our staff, will contact you with the outcome once [redacted] completes the review. In the meantime, Ms. [redacted] remains available to assist you, and she can be reached at ([redacted]) [redacted]-USAA ([redacted]) or ([redacted]) [redacted], Extension [redacted]1.
Thanks for another opportunity to respond.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

January 23, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your auto insurance bill.     Thank you for speaking with [redacted], of our staff, who reviewed your concerns.  I...

regret that we did not meet your service expectations as we make every effort to ensure our members’ accounts are serviced efficiently and accurately.    As Ms. [redacted] explained, on November 28, 2016, you requested to turn off the automatic payments plan; however, the existing installment was not cancelled and continued to draft your account.  Due to our error, we refunded your payment and the overdraft fee that followed.  Coaching has been provided to those involved to ensure other members do not have a similar experience.  Unfortunately, our records indicate that your account is still past due.  Ms. [redacted] offered to set up a payment arrangement; however, you declined.  Should you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]
 [redacted]

December 5, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your second submission regarding the annual percentage rate (APR) offered by the USAA Federal Savings Bank following your auto loan approval.   [redacted], of our staff, sent a message to you via usaa.com with additional information on how the APR was determined.  While we recognize that you disagree, a review of your credit profile confirmed that the APR was appropriate based on your Experian credit score and credit factors including the number of recent credit bureau inquiries, the aggregate available credit on your revolving accounts, the proportion of revolving account balances to credit limits, and the length of history on satisfactory accounts.    We appreciate another opportunity to reply to you.    Sincerely,   [redacted]

March 3, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr[redacted]:
I am responding to your submission regarding the handling of your auto claim. I regret the inconvenience this situation caused you.
Thank you for speaking with [redacted], of our staff, who determined the...

claim wasn’t reported to USAA until February 15, 2017, and that there will be no compensation for the inconvenience of the claim. I understand that the inspection for your vehicle has been scheduled, and that we authorized a rental vehicle for the repair time. If you have additional questions on this matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 6, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding the September 28, 2017, auto claim. Our records reflect that on October 23, 2017, you spoke with [redacted] of our staff, and advised her that you did not wish to engage in further verbal conversation.  As such, we did not make any additional attempts to contact you by phone.  On November 3, 2017, you spoke with an adjuster who explained the diminution in value claim and issued a check payment to you.  We have advised you on multiple occasions that Claims will not pay for damage to your vehicle unrelated to this loss.  While we recognize that you disagree, we feel confident that the correct decision has been made.         We appreciate another opportunity to reply to you.   Sincerely, [redacted]

October 21, 2016   Sergeant [redacted] Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your second submission regarding your inability to do business with USAA.   We responded to your complaint on October 20, 2016.  No new information has been presented that would warrant a change in our position.  We understand that this is not the outcome that you were seeking; however, we are unable to reverse our decision.   We appreciate the opportunity to review your concerns again; however, we consider this matter closed.   Sincerely,   [redacted]

June 27, 2017
Staff Sergeant [redacted], ARNG (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your second submission regarding the disputed actual cash value (ACV) associated with the May 1, 2017, automobile claim.
[redacted], of our staff, thoroughly reviewed your concerns. Our records indicate that a representative from the Claims Experience team spoke with you on June 21, 2017, and advised you that the ACV on your vehicle had not changed. During that conversation you were informed that the title was required to process the total loss payment. Upon receipt of a copy of the title, payment will be released accordingly. Subsequently, on June 23, 2017, you were advised that if you wanted to retain ownership of the vehicle you were required to surrender the title to the state. To date we have not received the title to the vehicle.
We appreciate the opportunity to address your concerns again. Should you have additional questions, Ms. [redacted] remains available to assist you, and she can be reached at ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted].
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:They did send an email stating that my tax documents were located in the document folder in my account on 22 January.  Over the course of the next few weeks they also sent me other emails stating the same for other tax documents they were required to submit.  They failed to actually post the tax documents from the 22 Jan email to the document section as stated in the email.  It wasn't until the day after I filed my taxes that I noticed this failure because I believed I had filed all the documents they had submitted because they told me via email they had submitted them.  After calling USAA and requesting if they had the documents they said they did and that's when they said we don't know why they weren't posted and then posted them on 17 Feb, they also said, "not to worry because we have sent them to the government."  USAA stated they told me in an email to the effect they took care of all the proper administration leading me to believe all the documents were located in their document holder until I had to find out for myself the documents weren't all there and they missed my 1099Q's forcing me to call USAA in order to get USAA to actually post them.  Another one of USAA's failures has cost me time; much needed time at home with my family.  Their lack of detail is not a surprise.  Simply put they failed to mention they didn't post the actual documents until I asked for them on 17 Feb to the location they mentioned in their 22 Jan email.  If they took the time to look at the dates they would have noticed and a simple apology would have been great.  Thank you Revdex.com for taking the time out to look out for us the way USAA claims they do.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Telling me that you never received the form does not resolve my issue as the issue resolves around that it is the fault of USAA that the tort form was never received. Short of refunding me what I am owed due to USAA's failure to receive the mailed form(s) and online form that I submitted, I reject any and all attempts to convince me that "I had multiple opportunities to send in the form" (because I did), or that "I never sent in the form and thus I am not owed a refund of more than 22$".Continuing to call me and have a representative try and assuage me that I am not owed a refund by you since "you calculated that based on the date of the policy" is not a solution. You "failed" to receive the document and conveniently are being able to use that as a way to charge me more. I made multiple attempts to get the form to you, as proven by having to call back in December the last time that you changed my policy to Full Tort to get it changed back to limited tort. Frankly I should have canceled the policy then.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am still waiting on a call back from [redacted] to notify me on what needs to be done next. 
Regards,
[redacted]