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April 1, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the email messages you have received from USAA. I regret any frustration you experienced, and I appreciate you speaking with me about this matter. As we discussed, we have updated...

our records so that marketing materials should not be sent to you. Thank you for the opportunity to reply. Sincerely, [redacted]

October 25, 2016
Mr. [redacted]
Complaint ID #: 11752223
Dear Mr. [redacted]:
I am responding to your submission regarding your August 9, 2016, automobile claim.
Our records confirm that you filed an inquiry with the Washington DOI. We responded to the Washington DOI on October 21,...

2016.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I thought USAA is going to reach out to the TrueCar team and see if they can help out? Closing a case with no resolution is not acceptable. I was sold a car that was in a multiple accidents. And the dealer nor USAA taking responsibility.if this can not be resolved then I'd like to keep this complaint for others to see, and bee aware of such scam 
Regards,
[redacted]

August 9, 2016   Staff Sergeant [redacted], USA Complaint ID #: [redacted]   Dear Staff Sergeant [redacted]:   I am responding to your submission regarding the transaction holds on your checking account with the USAA Federal Savings Bank (FSB).  We regret any frustration this...

matter has caused you.   Ms. [redacted], of our FSB staff, responded to you via email to explain the events that transpired.  All the attempted transactions had been approved on the part of USAA, and the holds placed were initiated by the merchant.  As of July 28, 2016, there are no holds or pending transactions on your account from [redacted] or [redacted].  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

September 18, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your USAA Platinum MasterCard dispute for a $500.00 charge that posted to your account. I regret that your conversation with [redacted], of our staff, did not meet your...

service expectations; however, we must respectfully disagree with your allegations of wrongdoing. According to our records, on May 26, 2015, an official check for $500.00 was sent to you while your credit card dispute was being investigated. A second check for $500.00 was inadvertently sent to you on June 24, 2015, for the same disputed charge of $500.00. Due to the duplicate credit you received, a reversal was made to your account which resulted in a charge of $500.00. As [redacted], of our staff, advised, he was able to confirm that both checks were cashed and that you are responsible for the balance on the credit card account. Thank you for 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.

December 30, 2015
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your October 2015 homeowners claim.  Although we regret your frustration, it is and has always been our intent to handle your claim...

appropriately and professionally, and the feedback you provided has been shared with the appropriate parties. 
I understand that [redacted], Claims Service Manager, reviewed your situation and left a message for you on December 21, 2015, and that a check payment was issued to you that same day.  Should you have further questions regarding this payment, Ms. [redacted] remains available to assist you.  Your adjuster will also continue to work with you to conclude your claim. 
Thank you for allowing us to review your concerns and reply to you. 
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]

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]

September 19, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your July 18, 2017, automobile claim and I regret any frustration this matter may have caused you.   Unfortunately, Alan Fulkerson, of our...

staff, was unsuccessful in his attempts to contact you to discuss your claim; however, he confirmed that we issued a check for the total loss of your vehicle on September 12, 2017.    Mr. [redacted], our records indicate we successfully received emails from you on September 5, 2017 and September 8, 2017.  USAA acts in accordance with our core values of service, loyalty, honesty, and integrity and we respectfully disagree with your allegations of unreturned phone call and wrongdoing. If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply.    Sincerely,   [redacted]

October 11, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your escrow refund check from your mortgage servicer.  I regret any frustration this has caused. Thank you for speaking with [redacted], of our...

staff, who explained he contacted NationStar Mortgage and an escrow analysis was completed.  His research shows that an escrow surplus of $807.13 was discovered and will be disbursed to you within 10 business days.  Furthermore, it was determined that the prior mortgage servicer was not collecting enough for escrow disbursals.  The most recent disbursal totaled $4,450.89, which equaled $370.91 per month and DMI was collecting $297.42 per month.  The new escrow analysis, effective October 1, 2016, will increase the escrow payment from $297.42 to $370.91, and the subsequent payment amount from $702.03 to $775.52.  If you have any additional questions, Mr. [redacted] remains available to assist you. We appreciate the opportunity to respond.  Sincerely, [redacted]

February 20, 2018   Mr. [redacted] Complaint ID #: [redacted]
* Dear Mr. [redacted]   I am responding to your submission regarding tort coverage for your Pennsylvania auto insurance policy.   Thank you for speaking with [redacted], of our staff, who confirmed the Tort...

Selection Option Form was not returned within 60 days of policy issuance. As a result, your policy reverted to full tort coverage as of the issuance date, and the policy premium was adjusted accordingly.  On February 6, 2018, you electronically signed the required form via usaa.com, and the coverage was changed to limited tort.  Mr. [redacted] confirmed the premium refunded was accurate based on your request to cancel the policy effective February 7, 2018.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

February 22, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your policy cancellation request.   Our records indicate your auto, homeowners, and valuable personal property insurance policies were canceled on...

February 17, 2018, as requested.  A credit balance for the unused premium was transferred to your USAA checking account ending in 9931 on February 21, 2018.  In addition, we reviewed the phone records from February 16, 2018, and determined we were initially unable to assist you as you had not completed the authentication process.  A member of our staff correctly informed you that a manager would call you within one to two business days, according to our process; that we were experiencing an issue with the phone system; and that we would call you if the line was disconnected. We regret any frustration you may have experienced.    We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

June 7, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your automobile policy quote. 
 
Thank you for speaking with [redacted], of our staff, who explained the auto premium is determined...

through multiple rating variables derived from the overall loss experience within the geographical area and characteristics of the individual requesting coverage.  If the geographical area exhibits a higher than anticipated loss trend, premiums are likely to be higher.  Additionally, rates vary from location to location based on the rating structures in place.  An individual is rated based on their risk presentation, to include, but not limited to, driving records, payment history, tenure, and overall book of business.  While we regret any frustration you experienced, we must respectfully decline your request for compensation.  Furthermore, we do not match premiums offered by a competitor.  We realize pricing plays a significant role in purchasing decisions, and we will continue to analyze expected losses and expenses as well as other factors to ensure we are providing our members with quality coverage at the best rates possible.  If you have additional questions, Mr. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

January 12, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your automobile claim. After further review, we agreed to replace the two tires, and we notified you of our decision on December 24, 2015. We issued a supplemental payment to the...

repair facility and confirmed the vehicle repairs are complete. Thank you for allowing us to reply to you. Sincerely, [redacted]

November 4, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your credit card with the USAA Savings Bank.   Thank you for speaking with [redacted], of our staff, regarding your concerns. Mr. [redacted] reviewed your...

account and determined that your account was handled appropriately. He confirmed that all returned payments were made using the mobile application. Mr. [redacted] advised that the credit balance would remain on your account. Per your request, he initiated a dispute with the credit bureaus and advised that this process can take up to 60 days to be completed.   I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Mr. [redacted] remains available to assist you and he can be contacted at [redacted] extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

June 26, 2015 [redacted] Dear [redacted]: I am responding to your submission regarding your automobile claim. We strive to provide quality service and fair claims handling, and I regret the frustration you experienced during...

the claim investigation.  Thank you for speaking with [redacted], of our Claims staff, who addressed your concerns and explained that your reimbursement request for out of pocket rental car expenses would be reviewed.   I am pleased to know that we have agreed to pay for 10 additional days of rental coverage.  Ms. [redacted] will continue to monitor your claim to its conclusion, and she may be reached at [redacted], if you have any questions. Thank you for allowing us to reply to you.   Sincerely, [redacted]

August 5, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding your May 30, 2015, automobile claim.  We regret any frustration you experienced. Thank you for speaking with [redacted], of our staff, about your...

concerns.  I understand that we confirmed the details of the accident and that you obtained a rental vehicle.  We respectfully decline your request for compensation for gas. We appreciate your feedback and the opportunity to reply to you. Sincerely, [redacted]

August 2, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:

I am responding to your submission regarding your auto insurance billing.
Unfortunately, [redacted], of our staff, was unable to contact you by phone to address your concerns. Nonetheless,...

he completed a thorough review of your account and confirmed a system error did not take the storage coverage discount into effect. Be assured we corrected the error and adjusted your billing. Please know that USAA employees act in accordance with our core values of service, loyalty, honesty, and integrity, and we disagree with your allegation of wrongdoing. If you have additional questions, Mr. Fernandez remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 29, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your homeowners insurance refund and I regret any frustration this may have caused.   Thank you for speaking with [redacted], of our staff, who...

discussed your concerns. Ms. [redacted] confirmed that you have received the refund of premium.  In additional, coaching was provided to those involved to ensure other members do not have a similar experience.  If you have additional questions, Ms. Johnson remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

July 1, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding the April 27, 2015, automobile accident.  We regret any frustration or inconvenience this situation may have caused you.
 
Thank you...

for speaking with [redacted], of our staff.  As she explained, the required documentation stating that your son had an emergency medical condition (EMC), which is a Florida state personal injury protection (PIP) benefits statute requirement, was not in our records.  On June 20, 2016, Adjuster [redacted] advised you by voicemail that the EMC was obtained.  Therefore, the medical bills will be processed and paid according to the applicable statute and the policy up to the PIP coverage limit.  Mr. [redacted] remains available to assist you, and he awaits your call at [redacted] or [redacted], Extension [redacted].
 
Mr. [redacted], we comply with all applicable regulations and with our core values of service, loyalty, honesty, and integrity.  We disagree with your allegations of wrongdoing.  While we respectfully decline your request to contact the credit reporting agencies on your behalf, we appreciate the opportunity to review the claim, resolve the matter, and reply.
 
Sincerely,
 
[redacted]