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August 26, 2016 [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) secured [redacted] card. Thank you for speaking with [redacted], of our staff, who explained that once...

payments are submitted to be paid on the same day, the payment cannot be canceled.  We understand that you attempted to correct the mistake and cancel the payment once you realized it was made from the wrong account.  As a courtesy, Mr. [redacted] was able to return the $15.00 fee plus $3.53 in finance charges.  This leaves your account with a zero balance. We appreciate you allowing us to reply to you.  If you have additional questions, [redacted] remains available to assist you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

July 2, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the fraudulent charges on your USAA American Express® credit card.  We strive to provide quality service to our entire membership, and I apologize that you...

had to contact us more than once to address this matter.   Thank you for speaking with [redacted], of our staff, who reviewed the account activity with you and uncovered five additional fraudulent transactions.  A total of $426.92 was credited to your credit card account on June 23, 2015, for the charges you incurred.  Should you have any additional questions, Ms. [redacted] can be reached at [redacted]   We appreciate the opportunity to review your concerns and respond to you.  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] and find that this resolution is satisfactory to me.
Regards,
[redacted]

August 16, 2016
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your April 6, 2016 automobile insurance claim.
[redacted], of our staff, completed a thorough review of the claim, and confirmed the rear bumper,...

Bluetooth failure, and engine knocking were unrelated to the accident. This was verified by two appraisers and two different dealerships who stated the issues were due to wear, tear, and known defects. On several occasions you were advised you could obtain your own diagnostic, but no documents were ever received. At this time no new information has been presented to justify a change in our decision.
In regards to the vandalism claim, a review of the file shows you were made aware the $500.00 deductible would apply at the beginning of the loss. Should you have additional questions, Ms. [redacted] remains available to assist you.
In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy. Occasionally, this involves delivering news which we know our members may find disappointing. We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I  will not accept false statement  for something I didn't do. This is call misrepresentation the information and breach of contract. For this I will not do business with this company because at the same time they close my bank account. What that got to with the insurance company.( Breach of contract). I'm a business person, just this company. I never misrepresentation any  information, when you knew on your letter it was a hail storm and my cars were damaged. We have military police report to prove the incident where [redacted] got hit by hail damage. Remember Imp a Military member, in the Army that been loyal to your for more than 15 years- check my history-and cause you close all of my account you put stress on my me, and my family. Thank for your response but at the same time my cars are not fix and I paid for my insurance for 15 years plus I had coverage for hail damage. Your adjuster came to my house and estimate the damage, I have proof and my contract when I took out insurance, stated I am cover.  If I misrepresentation information , why did the company send adjuster to my house and gave me a total of the damaged cars and take some where to get repair. The Military stated they was going to pay for the repair for that I have police report of the hail damaged and what time it happened. That not misrepresentation that's official statement. The Coverage change on the 6 June 2015. June 4 and 5 2015, I was coverage. I honor this country proudly and I can get the right service for a service member that never lie, fraud or steal but pay his bill on time. Thank you, I see how I get  treated unfairly.
Regards,
[redacted]

December 20, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted] 
I am responding to your submission regarding your brokerage account.
Thank you for speaking with [redacted], of our staff, who confirmed you electronically signed the Consent for Electronic...

Delivery when you established your account in 2015 and all documentation has been delivered by this method since that time. Our records show we sent notifications in August and November 2017, indicating that your account was at risk for closure. As no action was taken, your account was liquidated and we sent a check to your address on file. If you have any additional questions, Ms. [redacted] remains available to assist you.
Thank you for 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.

February 17, 2015
[redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding fees you were charged related to a transaction made on your USAA Federal Savings Bank checking account.  We strive to provide quality service, and I...

regret any concern this matter caused you.
I understand that [redacted], of our staff, was unable to reach you to discuss your concerns.  As a courtesy, the remaining three NSF fees were refunded in the amount of $87.00.  If you have any further questions about this matter, [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]:
I am responding to your second submission regarding your joint bank account with the USAA Federal Savings Bank.
We responded to your complaint on March 29, 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]

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 because USAA admitted their faults and agreeed to resolve them
Regards,
[redacted]

August 16, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your mortgage experience with the USAA Federal Savings Bank (FSB).  I regret any frustration this matter may have caused you.   Thank you for...

speaking with [redacted], of our FSB staff, who asked you to provide a letter of explanation and invoices totaling the amount you request for reimbursement.  She advised you to upload the required documents including your hotel invoice, letter of explanation, and utility company statement showing the date utilities were put in your name, to usaa.com.  Ms. [redacted] explained that once the FSB received these documents, they would be reviewed for a possible concession.  If you have any other questions, Ms. [redacted] remains available to assist you.    We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

March 27, 2018   Mrs. [redacted] Complaint ID #: [redacted]
  Dear Mrs. [redacted]:   I am responding to your second submission regarding the December 24, 2017, auto claim.   [redacted] of our staff, spoke with you and confirmed your vehicle was inspected on March 23, 2018. The coverage investigation is ongoing at this time, and we ask that you continue to work closely with your adjuster until the claim is brought to the appropriate resolution.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate another opportunity to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: I cannot believe I am still receiving a standard (insulting) reply. The message states that [redacted] is available for further assistance but I left [redacted] a message on 1/11/16, TWO days ago, for him to call me and I still have not received a call back. [redacted] will be the fourth person to NOT call me back, WOW! He said he was my advocate and wanted to assist me in resolving my concerns and therefore should have on his own called me back within a couple of days to see how things were or definitely after I left him a message. It is amazing that at this point and after everything that has transpired or actually not, that this situation has not received the attention it duly requires and deserves. This is a very disappointing example of taking care of its members and living up to the Companys' core values of Service, Loyalty, Honesty & Integrity. I have been more than patient and have been through a great deal of anguish, and at this time need to reach out to the Department of Insurance as well as the media.
Regards,
[redacted]

April 28, 2017   Lance Corporal [redacted] Complaint ID #: [redacted]   Dear Lance Corporal [redacted]:   I am responding to your submission regarding your auto policy premium.   Thank you for speaking with [redacted], of our staff, who discussed your concerns. ...

I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us. As he mentioned, a down payment is required by the state of Georgia; however, the percentage of the down payment is determined by our underwriting guidelines.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate the opportunity to review this matter and respond to you.    Sincerely,   [redacted]

July 27, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your homeowners insurance claim dated June 21, 2017.
I hope you found your conversation with [redacted], of our staff, responsive to your concerns. As...

agreed she explained, there was no storm related damages to the home. The water damage in the master bedroom was the result of a faulty sealant, which was attributed to wear and tear or deterioration, which are excluded from your homeowners policy.
Mrs. [redacted], it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we do. Should you have additional questions, Ms. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

July 6, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your December 2, 2016, renters insurance claim and I regret any frustration this matter may have caused.   Unfortunately, [redacted], of our staff,...

was unsuccessful in her attempts to contact you to discuss your concerns.  Currently, our records indicate that payment for your medical equipment was processed on June 23, 2017.  Thank you for your patience as we worked to resolve the matter.  Should you have additional questions, Ms. [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:The USAA response message REFUSED/FAILED to address issue of Account Fraud, Continues False Advertisement, and blames Me/Customers for USAA actions to admit to charges of Guilty to Account Fraud for Auto Insurance and Home Insurance, (Life Insurance). I spoke to USAA directly on the telephone and submitted messages; here are the Results,USAA; [redacted] is aware of Account Fraud since August 2017.I don't Own home in Georgia (60 High Pines Court - Hiram, GA 30141) but USAA REFUSES to stop making UNAUTHORIZED deductions from Bank Account, despite numerous complaints - Account Fraud & Embezzlement. If USAA insists upon charging me for Home Insurance on a Home I Don't Own; then REFUSES to Listen per telephone conversation of the facts, Refused read Messages, and Openly Admits to Account Fraud; then Nationwide Action Lawsuit is required. USAA; ADMITS they are charging me Auto Insurance since 2010, but now state they DON'T know the following three questions (below); thus admitting to Auto Insurance Account Fraud. State of Georgia submits Auto information to USAA Insurance company, USAA REFUSES to read it, thanks to [redacted] and [redacted]. 1.What type of Vehicle 2.What state is Vehicle Registered? 3.What is the VIN?If USAA has to ask the three (3) Auto Insurance Questions, then Nationwide Action-Action LAWSUIT is required.USAA continues to commit False Advertisement, Impose Account Fraud upon Veterans, and [redacted] & [redacted] OPENLY admit to Account Fraud based upon their knowledge of the facts, but insists upon blaming me for the actions to commit Account Fraud and Allow False Advertisement upon Veterans. USAA refused to correct their own Accounting problem.Revdex.com needs to take appropriate against USAA Insurance.

September 11, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your inquiry concerning your homeowners policy coverage, and I apologize for any frustration or inconvenience you experienced. Thank you for speaking with [redacted]...

[redacted], of our staff, and for explaining the intent of your inquiry when you initially called USAA on August 11, 2015, As Ms. [redacted] explained, an opportunity was identified with the handling of your coverage question and coaching was provided to those involved to prevent a similar occurrence. Ms. [redacted] confirmed your account has since been updated appropriately. Should you have any further concerns, Ms. [redacted] can be reached at [redacted] Thank you for 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]

Complaint: [redacted]
I am rejecting this response because:USAA’s response tocomplaints:I spoke with [redacted] at ###-###-####, in the CEO’s office. I addressed most of the concerns above and she said that she was sorry there is nothing her office can do to increase the payout amount of $4100!! I asked to talk with one of the managers and I was referred to [redacted] at ###-###-####.  I had also mentioned that one of the sellers I had talked about a Honda mentioned that one of his neighborshad their car totaled out by USAA. He mailed his title immediately to USAA and after 2 weeks, had still NOT received a check from USAA. So, I asked [redacted] why is there not a place like the accounting dept designated as a customer drop off for the titles and signing paperwork and picking up the checks all at the same time!! [redacted] told me that she would watch out for my check to make sure mineis sent out earlier. However, what about ALL of the other customers who are being delayed their money to buy a replacement car?  When they only have 3 or 7 days in the rental? I saw firsthand how all employees except for the new claims area leaves the office by 5:30 or 6:00. So what doesn’t get done today gets pushed off until tomorrow!! This is unacceptable for such a large company!!Regards,
[redacted]

October 21, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your investment accounts with USAA.  I regret any frustration or inconvenience this caused.   Thank you for speaking with [redacted], who...

conferenced in the automated phone tree to ensure you could get through without repeatedly having to verify your identity.  Safeguarding the security of our members’ information is critical to our business, and we have processes in place to help guard against potential identity theft and fraud, so you are unable to bypass any verification process.  If you have any other questions or concerns,     Mr. [redacted] remains available to assist you.         We appreciate the opportunity to reply to you.    Sincerely,   [redacted]