Source Adult Video

Complaint: [redacted]
I am rejecting this response because: Records from USAA clearly state that the original inspector was directed to re-inspect and revise the original estimate. The original inspector also contacted me personally by phone that he and a "real" roofer would re-inspect my roof and revise his estimate. He nor the roofer ever showed up; but 2 days later the estimate was revised. Looks like the 1st question was answered incorrectly (see written responses from USAA representatives)! What ever happened to the other questions USAA was requested to answer? It has taken USAA quite some time to come up with an incorrect answer to the 1st question; perhaps this matter will be addressed and all questions correctly answered sometime before the spring rains come!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  There is no response regarding my request for USAA to change their procedure to require definite confirmation from the person listed as co-signer that they agree to co-sign.  No response should not be taken as consent.  I respectfully asked USAA ([redacted]) to consider changing their procedure to require a definite "Yes, I consent" response via email, text, or phone call before distributing funds to the person requesting the loan.  USAA cites their core values in their response, but their core values of "Service, Loyalty, Honesty, and Integrity" but I don't see any of those core values reflected in this reprehensible process.  It is definitely not service or loyalty to me to stick me with a loan that I would not have agreed to.  It is definitely not fair to require that I would be forced to accuse my son of identity theft when it was a simple misunderstanding on his part.  Yet he is stuck with a loan that he can't pay for and I have to cover it placing yet another unwanted financial burden on me and my family.  That is some service and loyalty.  I get it that my name won't come off of the loan, but I feel strongly that the process should change to require explicit approval from the cosigner before funds are issued in the future.  USAA needs to explain to me why that process can't be changed and why they would choose to stick other USAA members with loans they don't agree to.  I am seriously now right at the point of withdrawing all of my business from USAA because the company is not living up to it's core values.  This is totally unacceptable and reflects poorly upon the men and women who have served and think they are getting good service from USAA, when this type of process is in place and will create financial hardship for future members who experience this same thing that I am now complaining about.  Change the process, or explain to me in clear terms why the process can't be changed.
Regards,
[redacted]

[redacted]
I am responding to your submission regarding a joint bank account with the USAA Federal Savings Bank (FSB).  We take all matters of fraud very seriously, and our decisions are not made without thorough...

consideration. 
Our records indicate that in August 2015, you established a joint checking account for you and Mr. [redacted].  I understand you spoke with [redacted], of our staff, who confirmed that after an investigation was conducted, we determined that you are liable for the negative account balance.  If you have additional questions, Ms. [redacted] remains available to assist you. 
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

July 28, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your insurance payments.
Thank you for speaking with [redacted] of our staff, who addressed your concerns and explained your billing cycle. If you...

have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 21, 2017
Ms. [redacted]. [redacted]
Complaint ID #: [redacted] 
Dear Ms. [redacted]:
I am responding to your submission regarding your homeowners insurance policy with USAA.
Thank you for speaking with [redacted], of our staff, concerning your service experience. If you have...

additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 23, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your insurance policies. I apologize for any inconvenience or frustration you experienced as a result of this matter. Thank you for speaking with [redacted], of our staff,...

about the automatic payments that were being debited from your deposit account. As she advised, a credit of $213.55 is being processed and will reflect on your insurance billing statement. If you have any additional questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

August 4, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your July 7, 2016, automobile claim.    A review of your claim confirmed that the damages to your vehicle were related to a lightning...

strike, and it would be considered a total loss.  I understand you spoke with the Total Loss department and accepted the settlement amount. I regret the frustration and inconvenience you experienced as a result of this matter.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

October 12, 2016 Mrs. [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]: This is in response to your submission. Thank you for speaking with [redacted], of our staff, about the investment application for your son. I understand she addressed your concerns about the...

application.   If you have additional questions, Ms. [redacted] remains available to assist you at [redacted] or [redacted], Extension [redacted].  We appreciate you allowing us to reply to you.   Sincerely, [redacted] USAA means United Services Automobile Association and its affiliates. Accounts are introduced and brokerage services provided by USAA Financial Advisors, Inc. (FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPC. Clearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC.

January 5, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your automobile claim. Thank you for speaking with [redacted], of our staff, who further explained our position. Please know that no new information has been presented that would warrant a change in our decision. Mr. [redacted], we appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

I am rejecting this response because:I am still waiting on a call back from [redacted] to notify me on what needs to be done next. 
Regards,
[redacted]

July 14, 2017   Ms. [redacted]   Complaint ID #:  [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding the collision claim under your spouse, Mr. Scott [redacted]’s, automobile policy.   Our records confirmed that Mr. [redacted] filed an inquiry...

with the California Department of Insurance concerning this very matter.  We will respond to Department of Insurance accordingly.   Thank you for the opportunity to reply.   Sincerely,     [redacted] Senior Member Relations Advisor

February 5, 2016 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted] I am responding to your submission regarding your automobile claim. Our employees are expected to respond promptly to claims correspondence, and I regret if this was not your experience. Thank you for speaking with...

[redacted], of our staff, about your concerns. As Mr. [redacted] advised, a second check was processed and issued to you on February 4, 2016, which represents the difference between our initial offer and the check you already received. Should you have any further questions, Mr. [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted] Tell us why here...

July 18, 2016
 
Mr. Jonathan [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submissions regarding your tax refund.
 
We responded to your complaint on June 22, 2016.  Our records confirm that we also responded to the Consumer Financial Protection Bureau on June 29, 2016, and the Office of the Comptroller of the Currency on June 30, 2016.  While we recognize that you disagree, we feel confident that the correct decision has been made.  No new information has been presented that would warrant a change in our position. 
 
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
 
Sincerely,
 
[redacted]

January 27, 2016
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your automobile claim.  Our employees are expected to respond to claims communications in a timely manner, and I apologize for any frustration you may have...

experienced. 
Many factors are taken into consideration when determining the actual cash value of a vehicle, such as the mileage, the options, and the condition of the vehicle.  [redacted], of our staff, was unable to reach you by telephone to discuss the matter.  Nonetheless, [redacted] completed a thorough review of the claim and found that the settlement offer for your [redacted] was appropriate.  Should you wish to discuss the details of the offer, [redacted] remains available, and she can be reached a[redacted] or [redacted] Extension 74778. 
We appreciate the opportunity to reply to you. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]  Dear Revdex.com (9/19/2016)This complains is not resolve yet.This complaint is about the way USAA conducted business in my case.On August 16, 2012, I suffer injuries in a car accident by a USAA customer. The car repairs were addressed very quick and satisfactory.The handling medical injury portion was a different story.In August after the accident, the USAA agent call me, and we had a conversation, the representative mentions that I had four years from the day of the accident to resolve the accident claim, but we can resolve right away.  A letter was received that summaries basically the conversation.  Second page included the statement “According to Florida statute of limitations, you must file and settle bodily injury claims within 4 years from the date of the accident.”On February 2013, the USAA call to find how I was doing.  I requested that a copy of the previous letter that was sent to me, because at the time I believe that the original letter may have been misplaced.After that timeframe USAA went silence.  In summer 2013 my back still having pain, by December 2013 for the first time I was able to start a project and complete the task, with minor discomfort.December 2015 I found my record book, and found some notes from the accident, telephone numbers, and claim numbers of both insurances (my insurance, USAA property damage department, and USAA injury department).I am a very busy professional, with a full agenda most of the time.  But in spring 2016, I called at USAA ext [redacted] and left voice mail in several occasions.  One day at home, I decided to call the USAA 1-800 number, and I was able to speak with a USAA representative, just to find out that USAA have close the case and it will take up to 24 hours to open the case again.  USAA closed the case without notifying me about their action.Sometime later the department manager calls me, and notifies me that she was going to assign me a representative to my case.    The USAA representative calls me and we discuss the case, and she requested my medical records.  I visit the doctors who assisted me and obtained the records and mail them to USAA.  After checking my notes, I realize the assigned agent was the same that I had at the beginning of the case. Medical documentation was mailed by the 20 June 2016.  At the end of June the USAA agent left a voice-mail in my telephone, notifying me of that she have estimated my expenses were around a $1,000.00, and USAA will pay that amount in exchange of a release of liability.  Their offer was unacceptable.  The USAA agent and I spoke again at the beginning of July 2016.  The options were take the offer, or USAA will close case.Early August I e-mail Revdex.com, a started the complaint process.  After that USAA made another offer that was also unacceptable.  Somebody from USAA calls my cell-phone but do not leave any voice-mail.  In my workplace cell-phones are not welcome in meetings and we have to set our personal phones in silent or vibration mode, and many times I forget to turn back the ringer on.  My personal e-mail basically gets read on the weekend.Communication goes both ways, if somebody want to contact me, they can call and leave me a voice-mail and I will return a call ASAP.  USAA agents have call before, and I have call back.  If USAA agent call me, and do not leave a voice-mail, I do not have a way to know who call me.  USAA emails are one way e-mail I have receive then, but I cannot reply.At this moment the dates of August 16, 2016 have past, and my position still the same.USAA is holding payment back, because I refuse to sign a release of liability.  USAA is not compensating me for pain and suffering, and they are only offering back the monies I spent or benefit I lost.  This accident cause by their customer family relative have broad me pain and suffering, and monetary loses that USAA shall pay. What is strange, two persons in my work place highly recommended USAA for my insurance needs and were considering giving them a call, before the accident.At this time I am working in project deadlines and will be very busy until 30 of September 2016.  If somebody wants to get in contact with me, please call and leave a voice-mail, I will return a call ASAP.  My personal e-mail I may be read it over the weekends during this period of time.Thanks[redacted]

July 18, 2016
 
Sergeant First Class [redacted] D. [redacted], USA (Ret.)
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your second submission regarding your June 11, 2016, homeowners claim.
 
As discussed with your claims adjuster, a diagnostic inspection determined that the plumbing damage was not the result of a covered loss.  Your policy does not insure for damage consisting of, or caused directly or indirectly by wear and tear, marring, or deterioration, nor does it cover damage due to earth movement or settlement.  These were noted as contributing factors that resulted in the sewer backup; therefore, the homeowners contract provided coverage for only the interior damage.  Your adjuster sent an email on June 16, 2016, to explain that the portion of the loss covered under your homeowners policy would not be pursued as it was less than your $500.00 deductible.  That same day, the adjuster issued a check to you for $625.00 to cover the diagnostic expense of the sewer camera.  If you have other questions regarding your homeowners policy coverage, our policy service staff can be reached at [redacted] or [redacted].
 
Please know that we value your membership, and while we understand this is not the outcome you were seeking, we hope our explanation clarifies our position.  Thank you for allowing us the opportunity to respond again.
 
Sincerely,
 
[redacted]

[redacted]
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[redacted]
[redacted]
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[redacted]
I am responding to your submission regarding your automobile claim. 
I regret any frustration you experienced as our employees are expected to respond timely to our members.  Please know that we...

have provided coaching to those involved to prevent a recurrence.  We also confirmed that on March 10, 2016, we advised you of the rental time period for your claim, and as such, we respectfully decline your request to pay for additional rental charges.  I understand that Sylvia Castellano, of our staff, contacted you about your concerns and that she remains available to assist you should you have any other questions.
We appreciate the opportunity to reply to you. 
Sincerely,
[redacted]

April 7, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your request to cancel your insurance and banking accounts. We regret any frustration this matter may have caused you.
Thank you for speaking with [redacted], of our...

staff, who confirmed that your auto policy was canceled effective February 22, 2017, and that a refund check for a prorated credit was mailed to you on March 23, 2017. Mr. [redacted] also canceled your property policies, and a refund check was sent to you on March 29, 2017. Should you have any further questions, please contact Mr. [redacted]
In addition, your deposit accounts were closed as you requested, and official checks for the remaining balances were expedited to your address on file.
We appreciate the opportunity to respond.
Sincerely,
[redacted]

January 13, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. Eisenman:
I am responding to your submission regarding your auto claim.
I am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire membership. We appreciate you...

speaking with [redacted], of our staff, about this matter. If you have any other questions, Mr. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

June 12, 2015 [redacted] Dear Mr. Taylor-Huntley:  I am responding to your submission regarding your automobile accident involving a USAA-insured driver on June 2, 2015.  We strive to provide quality service and efficient claims...

handling, and I regret any frustration you may have experienced. Please know that we analyze each loss on its own merits and make decisions in accordance with the terms, conditions, and limitations of the policy.  [redacted], of our staff, was unsuccessful in speaking with you to discuss your concerns; however, I understand you have since spoken with two adjusters who have advised you of the current status of the claim and the information needed to complete our investigation.  We appreciate your patience as we work diligently to resolve this matter with you.   Thank you for allowing us to reply.   Sincerely, [redacted]