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March 28, [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding a debit card dispute with the USAA Federal Savings Bank (FSB)We regret any inconvenience this situation may have caused youThank you for speaking with [redacted] of our FSB staffI hope that your conversation with Mr [redacted] reassured you that your satisfaction is important to usAs he explained, once the FSB received all of the necessary information, a provisional credit was processed to your checking account on March 18, Please be advised that the merchant has days to respond and that the FSB will handle the dispute to conclusionWe appreciate the opportunity to replyShould you have additional questions, Mr [redacted] remains available to assist youSincerely, [redacted]

November 4, [redacted] ***Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your property insuranceI apologize for the frustration and inconvenience this situation has caused you 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 your written request to cancel your renters insurance policy, effective December 8, 2010, had not been processed As such, we have canceled the policy as originally requested, and the premium credit has been refunded Please note that while we acknowledge that an inadvertent error occurred, it is important to know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we reject your allegations of unethical and immoral business practices We appreciate the opportunity to review this matter and reply to you Should you have any additional questions, Ms [redacted] remains available to assist you Sincerely, [redacted]

August 29, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the appraisal of your Toyota Camry Solara Convertible, and I regret the frustration this situation caused you Thank you for speaking with [redacted] , of our staff, who addressed your concernsIf you have any additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

[redacted] I am responding to your submission regarding your USAA Secure Checking account and regret any frustration this situation caused youA thorough review of your account determined that the activity in question was not fraudulentAs such, we respectfully decline your request for a $1,credit [redacted] , of our staff, was unsuccessful in her attempts to reach you by telephone to discuss the findingsIf you have further questions about this matter, MsHoover can be reached at [redacted] We appreciate the opportunity to reply to youSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: they are not going to fix the Audi without submitting a claim Regards, [redacted]

February 2, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your automobile claimThank you for speaking with [redacted] ***, of our staff, who discussed your concerns with you about your claimWe appreciate you allowing us to review the matter and reply to youSincerely, [redacted]

August 31, Mrs [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your insurance policy, checking account, and membership status I regret any frustration this matter may have caused Thank you for speaking with John Batkins, of our staff, who discussed your insurance concerns I hope that your conversation with MrBatkins reassured you that your satisfaction is important to usOur records indicate your policies have been reinstated and your membership has been updated Unfortunately, [redacted] , of our staff, was unsuccessful in her attempts to contact you regarding your deposit account However, Ms [redacted] confirmed that your account has been placed in a status and it is available for use If you have additional questions, Mr [redacted] or Ms [redacted] remain available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

May 11, Senior [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding your automobile insurance policy with USAA General Indemnity Company We regret any frustration you experienced, as we strive to provide quality service to our entire membershipOur records indicate that we faxed the requested information to your previous insurer on May 1, If you have any further questions [redacted] , of our staff, can be reached at ***) ***-USAA (***), Extension *** We appreciate you allowing us to reply to you Sincerely, [redacted]

January 7, Sergeant [redacted] , USMC Complaint ID # [redacted] Dear [redacted] : I am responding to your second submission regarding your December 6, 2015, automobile claim We responded to your complaint on December 30, 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] ***

February 14, Mr [redacted] Complaint ID # [redacted] Dear Mr [redacted] : I am responding to your submission regarding your auto claim Our records confirm that you filed an inquiry with the Arizona Department of Insurance (DOI)We will respond to Arizona DOI accordingly Thank you for the opportunity to reply Sincerely, [redacted]

June 10, [redacted] Dear Mr [redacted] : I am responding to your submission regarding additional rental reimbursement costs related to your August 19, 2014, automobile claimI regret any frustration you experienced as we strive to provide quality service and fair claims handling to our entire membershipA thorough review of your situation was completed, and we have issued a $payment to you on June 5, 2015, for reimbursement of rental car costsAngelica Leos, of our Advocacy and Resolution Team, was unsuccessful in speaking with you about this matter; however, she remains available to assist youThank you for the opportunity to review your concerns and to reply to youSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: All of my equipment was not included also was not classified correctly Regards, [redacted]

March 10, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your automobile claimI regret any frustration you experienced as we strive to provide quality service to our entire membership Thank you for speaking with [redacted] [redacted] , of our staff, who thoroughly reviewed your concerns and the claim documentsAs Ms [redacted] explained, the adjuster has requested your medical records for considerationOnce the review is completed, the adjuster will contact you regarding the bodily injury claimOur records indicate that the original check for the repairs to your vehicle was mailed to your address of record on February 21, Subsequently, after you advised that you had not received payment, a replacement check was reissued on February 28, 2017, and expedited to you via [redacted] We appreciate you allowing us to research your situation and reply to youShould you have any further questions, Ms [redacted] remains available to assist you Sincerely, [redacted]

[redacted] I am responding to your submission regarding your homeowners insurance deductible policy In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy I understand [redacted] , of our staff, spoke with you about your policy deductible A thorough review of your situation was completed; however, no new information was discovered to warrant a change in our decision, and the deductible will remain at two percent While we regret any frustration you experienced, we appreciate you allowing us to respond If you have additional questions, Mr [redacted] remains available to assist you Sincerely, [redacted]

April 25, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your USAA Life Insurance Policy Our records confirm that you filed an inquiry with the North Carolina Department of Insurance (DOI)We will respond to the North Carolina DOI accordingly Thank you for the opportunity to reply Sincerely, [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]

December 21, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your automobile claim Thank you for speaking with [redacted] , of our staff, regarding the payment for your claim and the supplemental repair process Should you wish to discuss this matter further, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

February 16, Sergeant [redacted] , USA Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding the handling of your claimI regret the inconvenience this situation caused you Thank you for speaking with [redacted] ***, of our staff, who confirmed you were given the option of an appointment prior to the one scheduled for February 2, 2017; however, you opted for that dateIn addition, as Ms [redacted] advised, we listened to the call recording of the conversation between you and [redacted] and confirmed they discussed how the glass would be covered under your policy if it was repairable and if it was not repairableThe claim was handled appropriately If you have additional questions on this matter, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

October 25, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your USAA Savings Bank credit card account I regret any inconvenience this has caused youThank you for speaking with [redacted] , of our staff, who removed you as a secondary accountholder and authorized user on the credit card, so that the account will not appear on your credit report I understand that he also submitted a request to have your credit report updated If you have any additional questions, Mr [redacted] remains available to assist you We appreciate the opportunity to reply 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: There's still been no accepting of liability, and I've been out of work since April 9thTrying to work from home, but being a property manager my job does require a vehicleThis process has been frustrating and the lack of communication is badBut I kinda understand because I'm not the only individual with claims, but I've left voicemails that have not been returnedBut I hope this situation gets better but thanks for trying Regards, [redacted]