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February 23, 2018 First Sergeant [redacted], ARNGComplaint ID #: [redacted] Dear First Sergeant [redacted]: I am responding to your submission regarding your homeowners claim. Christopher [redacted], of our staff, contacted you to address your concerns with the...

claim.  In his review, Mr. [redacted] identified opportunities in the claim handling and communication. These were addressed with the appropriate areas.  An investigation was initiated to clarify what caused the roof leaks.  An engineer inspection was completed and provided to you outlining the findings.  We confirmed that the portion of the roof installed by our preferred provider was properly installed, and the untouched section of the roof was a source of intrusion due to improper installation from a prior roofing contractor.   While we understand you continue to disagree, we are confident that the correct decision was made.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: USAA has not provided a valid response and refuses to pay a valid claim.
Regards,
[redacted]

September 19, 2016   Commander [redacted], USN Complaint ID #: [redacted]   Dear Commander [redacted]:   I am responding to your second submission regarding your mortgage refinance.    We responded to your complaint on September 7, 2016. While we recognize that you disagree, we feel confident that the correct decision has been made. I understand that you received a member message from [redacted], of our staff. She confirmed that a lien release was provided to US Bank on July 18, 2016, and could take four to six weeks for processing. A copy of the recorded lien release and your closing package were uploaded to your USAA Documents Online for you to review. Ms. [redacted] requested United Lender Services contact you to discuss the refund in question; however, we respectfully decline your request for additional compensation.   We appreciate the opportunity to review your concerns again. If you have any other questions, Ms. [redacted] remains available to assist you.   Sincerely,   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], we still didn't get the money we were promised.
Regards,
[redacted]

October 20, 2015 Master Sergeant [redacted], USAF Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your automobile loan. I am sorry for the frustration and inconvenience you experienced. When we discover that matters have not been handled to a member’s satisfaction, we appreciate the opportunity to review our actions and to resolve the situation, as you allowed us to do. I understand [redacted], of our staff, was unsuccessful in her attempts to contact you. Thank you for your feedback, and we have shared it with the appropriate parties. Ms. [redacted] verified that your loan is set up for automatic payments, that the September and October payments were posted to your loan, and the late fee you incurred was waived. If you have any questions, Ms. [redacted] remains available to assist you and can be contacted at (210) 531-USAA (8722) or (800) 531-8722, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: My complaint has not been resolved by any measure in the past 3 business days alone I have received over 20 letters for non-payment. Absolutely unacceptable.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:You have dodged the issue of my complaint, the damages exceeded the deductible by over 1000 dollars, nobody from USAA assisted in a estimate or even came to look at the damages, YOU GUYS DID ABSOLUTELY NOTHING< Apparently you do not have all the facts.   THe damage total is actually 1856 my deductible is 1000. again you took payment every month and than refused any service.
Regards,
[redacted]

March 20, 2018 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted] I am responding to your submission regarding the December 24, 2017, auto claim.  We regret any frustration or inconvenience you encountered during a difficult time, and we offer our sincere...

condolences to you and your family on the passing of Mr. [redacted]. Thank you for speaking with [redacted] of our staff, about your concerns.  I understand you informed Mr. [redacted] that the vehicle is still available for inspection, and that you would contact Hertz directly to discuss the coverage available under their policy.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

August 5, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your USAA checking account ending in [redacted], and I regret any frustration you may have experienced. Thank you for speaking with [redacted], of our USAA Federal Savings Bank...

staff, who reviewed your account history with you and confirmed that the fraudulent activity you noted was related to an external prepaid card associated with your USAA checking account. Mr. [redacted] refunded three additional NSF fees you incurred, as a courtesy, and the credit posted to your account ending in [redacted]. We appreciate the opportunity to review this matter as we are continually seeking ways to improve how we do business. Should you have any additional questions, Mr. [redacted] remains available to assist you. Sincerely, [redacted]

October 13, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding the July 10, 2015, automobile claim. A thorough review of the claim was conducted; however, [redacted], of our staff, was unsuccessful in his attempts...

to contact you.  If you have any questions, Mr. [redacted] is available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you.   Sincerely, [redacted]

September 23, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your deposit account and your personal loan with the USAA Federal Savings Bank.   [redacted], of our staff, was unsuccessful in her attempts...

to reach you to discuss your concerns with your deposit account. A thorough review of your account was completed and it was determined that your account was handled appropriately. The account was overdrawn due to the FSB’s attempts to withdraw an automatic payment for your personal loan in November and December of 2015. On 12/29/15, the account was charged off for $57.10. Per USAA’s guidelines, accounts are to be closed after the 41st consecutive day of being overdrawn. Notifications were sent to you via USPS on the charge off status of your account and the next steps that would be taken by the bank for closure. If you have any additional questions, Ms. [redacted] remains available, and may be reached at [redacted] or [redacted], Extension [redacted].   With regard to your personal loan, I understand that [redacted], of our staff, spoke with you about your personal loan. Ms. [redacted] completed a review of your account and confirmed USAA’s attempts to notify you of the delinquency. To bring your account current, Ms. [redacted] processed a payment and assisted you with setting up future ACH payments. You were instructed to fax the completed form to USAA and to call and confirm that the ACH was set up properly. Ms. [redacted] confirmed that the history of the personal loan account was accurately reported to the credit bureaus and would not be updated at this time. Ms. [redacted] remains available should you have any further concerns.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 12, 2018 
[redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the January 27, 2018, automobile claim. Our records confirm that you filed an inquiry with the Florida Department of Insurance (DOI).  We will respond to...

the Florida DOI accordingly.   We appreciate you allowing us to reply to you.   Sincerely, [redacted]

June 28, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your insurance premiums.
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns. Nonetheless, he completed a thorough...

review of your account and confirmed that there have been multiple policy adjustments since 2016 affecting your premium. If you wish to discuss this matter, Mr. [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]

January 8, 2016
[redacted]
Complaint ID #: 1[redacted]
Dear [redacted]:
I am responding to your submission regarding your credit card dispute.  We regret the inconvenience and frustration you experienced as a result of this...

matter.
I understand you spoke with [redacted], of our USAA Federal Savings Bank staff, who issued a credit of $414.84 to your credit card account on January 6, 2016.  Should you have any further questions, Mr. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.  Your experience was shared with the appropriate areas to ensure we are providing the service our members expect and deserve.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I expect a response from USAA immediately.  My insurance reputation in the database used by all insurance companies has been tarnished.  There are 2 entries for one litigation, there is NO damage to others, this must be removed immediately.  
Regards,
[redacted]

I am very disappointed with your response. Part of the reason we pay and have paid for this services is because it acts as an assurance that if we get into trouble and need assistance you will respond accordingly especially since payment(s) have been made consistently. You simply did not supply the service we paid for. Needless to say, USAA touts itself as being very pro veteran. Obviously, in my opinion this simply seems to be a marketing ploy. I will be cancelling this service along with other services we have signed up for and paying for in the near future. Be advised that this will be posted on several sights and in addition I will let my colleagues who are veterans as well about your lack of service. I will let them know that I never received a response from USAA untill I formally had complained on the Revdex.com site. I have noticed that there are already several complaints online about your company and the lack of service THEY have received as well. This probably is of no consequence to you considering the size of your company and revenue. However, be aware that I will be posting this. You have about 1,258 complaints already on [redacted] and on several other sites. I am not the only one whose account has been mishandled. I hope to find better customer service and better care from another company. Complaint: [redacted]
I am rejecting this response because:
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 called Mr. [redacted], who did not pick up or return my call, and let him know that Ms. [redacted] had answered my questions for me. I appreciate her calling. Thank you.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10852982, and find that this resolution is satisfactory to me.
USAA's office of the CEO responded promptly and has resolved my account issue.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
No one ever notified us that you were taking two payments back to back at one time!! Is that how you treat your disabled veterans??? I want the overdraft refunded Not everyone has a computer or is computer savvy! I will write to the commissioner of insurance
Regards,
[redacted]

October 5, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the automobile accident on April 15, 2017, involving your son Mr. [redacted]. I regret any frustration this matter may have caused you.
We analyze...

each loss on its own merits, and we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy. Since you were represented by an attorney, we were unable to discuss the claim with you. A thorough review of your situation was completed, and our investigation determined that we paid for damage related to the claim, and will not cover prior damages that are unrelated to the claim.

We appreciate the opportunity to address your concerns.
[redacted]