Source Adult Video

October 7, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your membership security and I apologize for any frustration this matter may have caused.   Unfortunately, [redacted], of our staff, was...

unsuccessful in his attempts to contact you by phone.  I regret that we did not meet your service expectations as we make every effort to ensure our members’ accounts are serviced and maintained efficiently and accurately.  Our research confirms that no fraud has taken place on your account; however, an opportunity was identified and coaching will be provided to ensure other members do not have a similar experience.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

November 14, 2016
[redacted] Complaint ID # [redacted]
Dear Ms.[redacted]
I am responding to your submission regarding your May 20, 2016, automobile claim. I appreciate the opportunity to respond. We regret the frustration and inconvenience you may have experienced, as we strive to...

provide quality service to our entire membership.
A thorough review of your situation was completed, and our investigation determined that a payment for the repairs to your vehicle was issued on November 10, 2016. If you have additional questions, [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 I have still not received money. As/of 3/16/2016, they have said that no payment has been send or pending. The inspection indicates that the remaining cost to fix the house is $2,057.47. However, USAA/DMI is still holding $74,072.00 of my insurance money. I need some of that money to pay the contractor.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by USAA in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I'd like to thank USAA for their efforts to listen and satisfy my concerns.  They have once again, reassured my confidence and validated my trust in them as my only insurance carrier.I'd also like to thank the  Revdex.com for their role as a mediator.
Regards,
[redacted]

[redacted]
*
[redacted]
[redacted]
*
[redacted]
*
I am responding to your submission regarding the interest rate offered for your automobile loan.
I understand that [redacted], of our staff, spoke with you about your concerns.  As Mr. [redacted] advised,...

an appropriate interest rate was offered based on your overall credit profile.  Please know that USAA acts in accordance with all banking regulations and our core values of service, loyalty, honesty, and integrity; therefore, we must reject any allegations of wrongdoing.  Should you have any questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

August 29, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile insurance policy.  I apologize 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.   Thank you for speaking with [redacted], of our staff, who confirmed that an adjustment was inadvertently made to your policy without your authorization, and you have since agreed to remove your son as a non-licensed driver.  Please know that your situation was shared with our management team as we are continuously seeking ways to improve how we do business.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Ms. [redacted] remains available to assist you. Ms. Adams, we appreciate you allowing us to reply to you.   Sincerely, [redacted]

October 14, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your loan with the USAA Federal Savings Bank. I regret any frustration you have experienced. [redacted], of our staff, confirmed that your attorney’s information has...

been provided to the appropriate area and that we will no longer contact you regarding the loan ending in [redacted]. Should you or your attorney have any questions, Mr. [redacted] can be reached at [redacted], Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

June 3, 2016 Mrs. [redacted]. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the credit card you hold with USAA Federal Savings Bank (FSB). I regret any inconvenience you experienced as we strive to provide quality service to our entire membership. Thank...

you for speaking with [redacted], of our FSB staff, who reviewed your account, verified your address, and reimbursed the $25.00 late fee. As you discussed, she remains available to confirm your next statement is delivered to your current address. 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.

May 13, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. Pester: I am responding to your submission regarding your homeowners policy and claim. Thank you for speaking with [redacted], of our staff, who accommodated your request, and a dwelling coverage adjustment was made and...

backdated to the July 12, 2015, renewal. The adjustment lowered your homeowner’s premium as well as the deductible that will apply to the homeowner’s claim. [redacted], of our staff, confirmed the lower deductible with you and will monitor the claim to completion. If you have additional questions regarding the policy or claim, Ms. [redacted] and Ms. [redacted] remain available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

January 25, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your automobile insurance claim.
 We have been in contact with [redacted] regarding the loss of use portion of the claim.  Once our review of the documentation is complete, if we deem a reimbursement is warranted, we will proceed accordingly. Thanks for allowing us to respond. Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: when I spoke to Mrs Martinez, she admitted that the way the policy is worded could be misleading .She also stated that she would not do anything but in the future they would look into rewording thier policy so customers would not be...

mislead or confused. Please pull phone records teanscript, it should be availble because it was less than 90days ago. If your policy is not clear meaning customer could be mislead or confused, it should be honored.
Regards,
[redacted]

February 26, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding your credit card dispute.
[redacted], of our staff, completed a thorough review of the situation and discovered that additional information is needed from...

you to provide the provisional credit you are seeking.  Ms. [redacted] was unfortunately unable to reach you to discuss the matter, and no further action can be taken without the additional information we are requesting.  Please contact Ms. [redacted] at your earliest convenience at [redacted]
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.

August 12, 2016
[redacted]. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the handling of an insurance billing issue. Thank you for allowing us to review this matter.
I understand that Mr. [redacted] spoke with you regarding your...

concerns and agreed to waive late fees. As he explained, the past due amount owed prior to the cancellation of the automobile policy will remain on the account. I have been advised that Mr. [redacted] will contact you next week to proceed with issuing a new policy. In the interim, should you have further questions, Mr. [redacted] remains available and he can be reached at [redacted] or [redacted], Extension [redacted].
We appreciate the opportunity to review your concerns and to respond to you.
Sincerely,
[redacted]

November 25, 2016 Mr. *** ** ***Complaint ID #: *** Dear Mr. ***: I am responding to your submission regarding the September 30, 2016, automobile claim. In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and...

limitations of our policy.  I understand you spoke with *** ***, of our staff, who confirmed the rental and towing were arranged before the coverage questions were found.  As he explained, the claim is still under investigation by the Special Investigations Unit (SIU), and he will monitor the claim until the SIU investigation is complete.  If you have additional questions, Mr. *** remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, *** ***

Complaint: [redacted]
I am rejecting this response because:a. USAA's insured owner of vehicle could be identified by eye witnesses on the day of the accident.b. Killeen Police Dept received vehicle owner information from USAA insured.c. vehicle was not reported stolend. Picture of vehicle with license plate information was taken by witness and provided to Killeen Police on day of accident.e. On the day of the accident (after which the USAA insured fled the scene in violation of Texas law)  I provided USAA with all pertinent information to include identification of vehicle owner who is insured by USAA.f. As each day passed after the accident I contacted USAA by phone or by emails, which were ignored. Phone contacts told me they had to wait 30 days after the accident for the driver/owner/insured to contact them to report the accident.g. Although I had full identification of the driver/insured, I was reluctant to call the driver/insured.h. Finally after more than 2 weeks, I called the driver/insured and had a lengthy conversation with him. I then called USAA and finally....a USAA representative asked if I would mind if the USAA rep tried calling the driver/insured since I had just spoken with him. After about 30 minutes on hold, the USAA rep returned to the phone and advised he had spoken with the driver/insured and that USAA was going to cover my claim.i. I do not believe there were any attempts to  contact the driver/insured prior to this time.j. As a result of this "fleeing the scene of an accident" incident, I have driven approximately 40 miles to request and pick up police reports. I have taken personal time to make several phone calls to USAA and call THEIR insured (USAA's job).k. Now that USAA has accepted liability, my wife is without her 2013 Lincoln Navigator, which she uses as a Realtor, for about 3 days to have the vehicle repaired. USAA would only approve a small SUV as her replacement vehicle, which is not large enough for my wife's real estate business (to transport clients). I believe that USAA was negligent with processing my claim and that I should receive reimbursement for inconvenience, direct and indirect costs associated with our vehicle not being available for my wife's real estate business, and costs of police reports. I read that USAA will reimburse me for cost of reports; however, I do not have receipts and does not include mileage or personal time off to do USAA's job. I would have to drive to the Killeen Police Dept to get receipts which would wind up costing me more hhan USAA wants to reimburse. USAA's client was at fault, fled the scene, and did not report the accident  I should not be penalized . 
Regards,
[redacted]

February 9, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding reimbursement for removal of a tree on your property. We regret any frustration you have experienced as we strive to provide quality...

claims service to our entire membership. We appreciate you speaking with [redacted]s, of our staff, about this matter. Another thorough review of your claim information determined that our previous offer for reimbursement of the tree removal remains unchanged. Should you have any questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

May 31, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your automobile insurance policy.
We responded to your complaint on May 12, 2017. [redacted], of our staff, previously spoke with you explaining the remaining balance owed. No new information has been presented that would warrant a change in our position. Should you require further assistance, Mr. [redacted] remains available.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
Dear Corporal [redacted]:
I am responding to your second submission regarding your credit card.
We responded to your complaint on May 2, 2016.  While we recognize that you disagree, we feel confident that the correct decision has been made.  We feel that the appropriate actions were taken.  No new information has been presented that would warrant a change in our position. 
Thank you for another opportunity to reply.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.  Other bank products are issued and serviced by USAA Federal Savings Bank.

[redacted]
Complaint ID 11093230     
Dear Mrs. [redacted]:
This is in response to your inquiry regarding the October 13, 2015, claim. We regret any frustration this matter may have caused.
During our review of the claim, we identified opportunities for improved...

claim communication.  We have provided coaching to those involved to ensure improved performance in future situations.  
I understand that on February 5, 2016, [redacted] of our Advocacy Resolution Team spoke with you and apologized for the service you received.  As she explained, we have approved payment for the additional loss of use, and for the amplifier and speakers that were in your vehicle at the time of the accident. 
     
Mrs. [redacted], should you have additional questions regarding this matter, Ms. [redacted] remains available to discuss your concerns.  She can be reached at [redacted].
 
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]