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February 27, 2018
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile insurance claim, and I regret the frustration this situation caused you. Mr. [redacted], please know that coaching has been provided to those involved to...

ensure diligent claim handling in the future.
[redacted], of our staff, reviewed your concerns. Due to your request for additional compensation, she has escalated the matter to upper management for further review. Ms. [redacted] will follow up with you once she receives a response.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 16, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your second submission regarding your USAA Life Insurance policy.We responded to your complaint on December 10, 2015.  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]. [redacted]

[redacted]
[redacted]
[redacted] I am responding to your submission regarding the allocation of funds from your June 2015 homeowners insurance payment. We regret that we did not meet your service expectations as we make every effort to...

ensure our members’ policies are serviced and maintained efficiently and accurately. A review of your account revealed that on March 9, 2016, a Member Solutions Manager explained to you that the funds from your June 2015 payment were applied to the balances of your property and casualty policies instead of solely to the homeowners insurance premium. We are disappointed that this matter caused you to reconsider your insurance needs. As you requested, all of your insurance policies were canceled effective March 17, 2016. Mrs. [redacted], we appreciate you allowing us to look into this matter and reply to you. Sincerely, [redacted]

October 3, 2016
Perry Officer, First Class [redacted], USN (Ret.)
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your submission regarding the cancellation of your automobile policy. I regret any frustration you experienced as we strive to provide quality...

service to our entire membership.
Our records indicate that an automobile policy was issued to you on August 21, 2014, with an effective date of September 1, 2014. Although several statements were generated to your address of record advising you of the active policy, you never responded. Hence, the policy was cancelled with an outstanding balance on December 11, 2014, due to non-payment. You contacted us on June 17, 2016, at which time you were encouraged to submit proof of insurance for the period in question. Two months later, we received proof of coverage with another carrier. Therefore, on September 20, 2016, the late fees associated with the account were refunded, and the following day the outstanding balance was reversed.
I understand that [redacted], of our staff, was unsuccessful in his multiple attempts to contact you to review your concerns and discuss the aforementioned resolution. Should you have further questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to respond to you.
Sincerely,
[redacted]

June 25, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile claim on March 5, 2015. Please know that our service providers are expected to be helpful and are held to high standards of service, and I apologize for the...

inconvenience you experienced. After a thorough investigation was conducted, it was determined the appraisal company offered to pay the rental car expenses from the time of the incorrect inspection until the correct inspection concluded from March 25 to March 30, 2015. Our records indicate you did not obtain a rental car until March 30, 2015; therefore, the appraisal company will only pay for one day of rental. Since rental reimbursement is not an applicable coverage you have on your policy, we are unable to reimburse you for additional rental car expenses. If you have any additional questions, [redacted], of our staff, remains available and can be reached at [redacted] We appreciate the opportunity to reply to you. Sincerely, [redacted]

December 8, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the unauthorized transactions on your USAA Federal Savings Bank checking account and the resulting returned check items.    Our records...

confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We will respond to the CFPB accordingly.   Thank you for the opportunity to reply.   Sincerely,   [redacted]

January 18, 2018
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your automobile claim.
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns. Nonetheless, she completed a...

thorough review of the claim and confirmed all medical bills were paid. Additionally, we owed the actual market value of the vehicle and not what is owed to the lien holder; therefore, we cannot assist further on this matter. We will engage with the adverse carrier to inform them of your rental reimbursement request. Should you wish to discuss your concerns or have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

January 18, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the promotional offer affiliated with your individual checking account with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of our FSB staff,...

who ensured that the promotional credit posted to your account on January 14, 2016. We appreciate you allowing us to review and resolve this matter. Sincerely, [redacted]

December 31, 2015
First [redacted], USA
Complaint ID #[redacted]
Dear [redacted]:
I am responding to your submission regarding your USAA checking account. 
We apologize for any frustration this matter may have caused you as we strive to provide...

quality service to our entire membership.  I understand that you spoke with [redacted], of our staff, and that you confirmed your concerns were addressed. 
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

October 11, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your recent automobile claim.   Thank you for speaking with [redacted], of our staff, who discussed your concerns.  I am sorry to hear about the...

frustration you recently experienced as we strive to provide quality claims service. Our employees are expected to be courteous and informative and to handle claims in a timely manner.  Coaching has been provided to those involved to ensure others do not have a similar experience.  Our records indicate that your rental car has been extended and that Ms. [redacted] would be monitoring your claim for ongoing repair.  If you have additional questions, Ms. [redacted] remains available to assist you and can be reached at   [redacted] or[redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 17, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:

I am responding to your submission regarding your July 11, 2017, automobile claim.
Our records confirm that you filed an inquiry with the North Carolina Department of Insurance (DOI). As such, we responded to...

the DOI on August 10, 2017, with a detailed explanation and an updated status of the claim. As noted in the response, the loss settlement was extended in the amount of $14,084.12. Additionally, on July 9, 2017, a payment of $1,[redacted].00 was issued for your injury claim, and $610.00 was issued for your glasses. As duly noted in our response, the claim for the compact discs is still under review. Should you have additional questions, you may contact Claims Service Manager [redacted] at ([redacted]) [redacted] ([redacted]) or ([redacted]) [redacted], Extension [redacted].
Thank you for the opportunity to reply.
Sincerely,
[redacted]

December 16, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your third submission regarding the hold placed on your recent deposit to your USAA Federal Savings Bank checking account.   Thank you for speaking with [redacted], of our staff, I understand that you requested a direct written response.  Please be advised that a letter will be sent to you concerning your deposit hold.   We appreciate the opportunity to review your concerns.   Sincerely,   [redacted]

June 24, 2016
 
Mrs. [redacted]
Complaint ID #: [redacted]
 
Dear Mrs. [redacted]:
 
I am responding to your second submission regarding your request for assistance with your unsecured consumer loan.
 
[redacted], of our staff, reviewed your account a second time, and attempted to reach you by telephone and email to address your concern.  We recognize that your documents were sent in on time, we apologize for the frustration and inconvenience you experienced as a result of this matter.  However, after reviewing the documents you submitted we determined that based off your information provided we feel confident that the correct decision has been made.  No new information has been presented that would warrant a change in our position.
 
Mr. [redacted] remains available to discuss this matter and address any remaining questions you may have.  He can be reached at [redacted] or [redacted].
 
Thank you for allowing us a second opportunity to research this situation and reply to you. 
 
Sincerely,
 
[redacted]

October 17, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your USAA Savings Bank Secured Platinum Visa card.  I regret any inconvenience this has caused you. Thank you for speaking with [redacted]...

[redacted], of our staff, about your concerns.  As she explained each payment is assessed independently; therefore, hold times will vary.  I understand that she advised you since the payment was made from an external account, the payment is more likely to have a hold on it.  If you have additional questions, Ms. [redacted] remains available to assist you.     We appreciate the opportunity to look into this matter and respond 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: It’s not clear to me why you will not change your decision based in all the facts presented. What’s not clear to you? The pictures or the police report?Is there a law or regulations that states it’s ok for the neighbor’s tree to fall into my backyard do damages and the neighbor is not responsible?
Regards,
[redacted]

November 12, 2015Mr. George [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]: I am responding to your submission regarding your checking account.  Thank you for speaking with Albert Garcia, of our staff, and clarifying that your submission was regarding the 17 nonsufficient funds (NSF)...

fees you were assessed in September 2015.  Mr. Garcia’s review of your situation and conversation with you verified that the September 2015 account activity was not fraudulent, and the NSF fees were assessed appropriately.  As a courtesy, 12 of the NSF fees were previously refunded to you.  We respectfully decline your request for additional NSF fee refunds.  Please note that monthly account statements are provided to you online in accordance with your document preferences.  Should you need assistance with accessing your online account, please contact our website technical support at [redacted] We appreciate you allowing us to research this matter 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.
Although I specifically said in my Revdex.com complaint that I did not want any further contact from USAA and I got multiple phone calls plus an email to my personal email from them regarding this complaint.
Regards,
[redacted]

August 15, 2016
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your concerns with reimbursement for your damaged property, and I regret any inconvenience you may have experienced with this situation
I understand that [redacted]...

[redacted], of our staff, spoke with you about your concerns. As she explained, the payment issued is for the cost to repair only the damaged part of the fence. A Claim Service Manager also agreed to reimburse you an amount to stain the fence. Should you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

September 23, 2015 [redacted] Dear Mr. [redacted]: I am responding to your submission regarding USAA credit card offers being addressed and sent to Mrs. [redacted], of our staff, researched your concerns and confirmed that your account is set up...

to only receive the USAA Magazine. Ms. [redacted] was unsuccessful in speaking with you by telephone to verify that you did not wish to make any changes to your account. Due to privacy issues, we cannot provide information regarding Mrs. [redacted]’s account without her authorization. Should Mrs. [redacted] wish to discuss her account, Ms. [redacted] remains available and can be reached at [redacted]. Thank you for allowing us to review your situation and respond to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

March 16, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding the billing of your cancelled Homeowner’s insurance policy.
A thorough review of your account determined that the remaining balance on your bill is from your auto...

policy. Unfortunately, [redacted], of our staff, was unable to reach you and would like the opportunity to discuss this matter with you at ([redacted]-USAA ([redacted]), Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]