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April 26,
Captain *** ** ***, ARNG
Complaint ID #: ***
Dear Captain ***:
I am responding to your submission regarding your property claim
We regret any frustration or inconvenience you may have experienced as we strive to provide best-in-class claims service
to our entire membershipWe confirmed that the estimate and the payment for the estimated repairs, less your deductible, have been sent to youChristopher ***, of our staff, was unable to reach you to discuss this matterIf you have any other questions, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:YOU DO NOT UNDERSTAND ENGLISH -- I AM NOT AFFILIATED WITH THE MILITARY, I HAVE NEVER BEEN *** *** FOR YOU TO UPDATE MY NAME TO ***I HAVE ALWAYS BEEN ***SOMEONE STOLE MY IDENTITY AND OPENED AN ACCOUNT WITH YOUR BANKYOU DO NOT UNDERSTAND WHAT THE COMPLAINT IS ABOUTYOU, USAA IN TEXAS ALLOWED SOMEONE USING SOME OR PART OF MY INFORMATION TO OPEN AN ACCOUNT THAT I HAD NO PRIOR KNOWLEDGE OFTHIS IS CALLED IDENTITY THEFT AND INSTEAD OF YOU SHOWING PARTICIPATION IN INVESTIGATING THESE FACTS; YOU IGNORE THESE FACTORS BECAUSE MY SOCIAL SECURITY NUMBER AND DATE OF BIRTH WAS USED; BUT THE FRAUDSTER FAILED TO KNOW MY CORRECT LAST NAME, WHICH IS *** -- NOT ***MY ADDRESS HAS NOT CHANGED FROM *** ** *** *** *** *** CENTRAL ISLIP, NY -- CHECK YOUR ADDRESS FOR THIS ACCOUNT, AND MY NAME HAS NEVER BEEN ***I WAS BORN *** *** AND I HAVE NEVER BEEN MARRIED OR USED ANY OTHER NAMEYOU ARE REPORTING AN ACCOUNT THAT DOES NOT BELONG TO ME FRAUDULENTLY AND I WILL CONTINUE TO BRING COMPLAINTS AGAINST YOU AND WILL BE CONTACTING THE FEDERAL TRADE COMMISSION WITH COMPLAINTS UNTIL YOU INVESTIGATE THE ADDRESS FOR THE ACCOUNTI AM NOT MILITARY FAMILIAR SO HOW CAN I HAVE AN ACCOUNT WITH YOU WHEN I HAVE NEVER BEEN IN THE MILITARY?? I AM TELLING YOU THAT SOMEONE STOLE MY IDENTITY AND ALL YOU CARE ABOUT IS THAT MY SOCIAL SECURITY NUMBER AND DATE OF BIRTH MATCHESWELL, ONE, I AM NOT MILITARY, TWO, MY NAME AND ADDRESS HAS NEVER CHANGED AND THREE, CAN YOU PROVE YOU SHIPPED A CREDIT CARD TO MY ADDRESS?? NO YOU CANNOT AND I HAVE LIVED AT MY RESIDENCE SINCE REMOVE THE ACCOUNT OR I WILL HAVE YOU FURTHER INVESTIGATED AND THAT'S FOR SURE!!
Regards,
*** ***

June 28, 2017 Master Sergeant *** *** USAFComplaint ID #: *** Dear Sergeant ***: I am responding to your second submission regarding your June 23, 2015, rental property insurance claim. I understand that you came to a resolution with the Claims Service Director regarding the amount of Fair Rental Value on the claim. On June 20, 2017, a payment for the agreed amount was sent to your bank account electronically. A detailed review of the claim did not identify any service delays. We appreciate another opportunity to reply to you. Sincerely, *** ** ***

Complaint: ***
I am rejecting this response because:The issue as far as making this an easy process is not been resolvedI was being made to feel as if I was the one inconveniencing the insurance company when I wasn’t the one at faultAll further association and business with Usaa will come to an end once this insurance claim has been settled and closed, along with my business accounts that will be pulled as wellI no longer wish to bank through your company, or have any insurance as the company in its entirety is far from goodThe customer service you guys provide is piss poor, and you don’t really care about your members or keeping their business
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Have found Insurance through a competitor at near the rate I was paying USAAI still see USAA's rating me as they have as pure greedI understand that they are in the business to make money and have overhead as well, but to make much more than they payout is greed in my book.I've had a bad 3 years with Auto Claims yes, but claims were either unavoidable accidents or were not even a claim and I have proof for of thoseOne was driving to close "dropped in court" another was a rental car and was merely a side view mirror of which they did not cover in Panama and even if I had filed a claim, which I did not, I paid for the damages myselfEvery time I even considered filing a claim" I asked if it would effect my rates and I was told every time that they could not answer that question, only to be stung in the end.Which brings me to the claims I never did file, ignorance on my part, beneficial to USAA and I'm sure it occurs from other customers on a daily basesI recently had to trade my Ford focus in for a Focus, I traded it in haste as I was due out of town in days from the date I tradedBut, just prior to that date the car I traded in had received hale damage to the entirety of it but I did not file a claim as I explained to USAA.And again during my daughters senior prom day she was involved with a USAA driver whom was at faultIt pretty much ruined the whole evening for my daughter and she had wounds, not enough to be hospitalized or even to have an ambulance comeBut she did receive enough abrasionsI did not file a claim(Note to self, always file and get as much as is possible by law.)Well, being with USAA for sometime they dropped me due to said claims I did file and claim they say I filed but did notThen they offered to get me a quote through a 3rd party company, the quote was over $every months for vehiclesSorry, but this I think was unbelievable, first that they dropped me and second that they would actually disparage me by offering me such a quoteThey act as if they stand by Veterans but seems to be using that as frontRegards,
*** ***

*** ** ***
*** *** *** *** ***
*** ** ** *** Dear *** ***: I am responding to your submission regarding your attempts to cancel your automobile and renters policiesWe regret any inconvenience you experiencedThank you for speaking with *** ***, of our
staff, who accommodated your request to cancel your policiesShe also explained that you would receive a credit in your account in three to four business daysIf you have additional questions, Ms*** remains available to assist youWe appreciate you allowing us to reply to youSincerely, *** ***

Ms*** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding the deductible on your Honda and the automobile policy of your Ford
Our records confirm that you filed an inquiry with the Colorado Department of InsuranceWe will respond to
the Colorado Department of Insurance accordingly
Sincerely,
*** ** ***

*** *** ***
*** *** ***
*** ** ** ***
*** *** ***
I am responding to your submission regarding your automobile claim
Our claims staff conducted a thorough review of the claim, and I understand you spoke with *** ***, of our staff, who confirmed that USAA
accepted liability and that an appraisal was setup on April 12, 2016. Ms***, we regret any inconvenience you experienced.
Thank you for allowing us the opportunity to reply to you. If you have any further questions, please contact Mr***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The response did not address my complaint It is important to note that my complaint was not about policy terms, rather customer service Or lack thereof.When I applied for the second personal loan I was LIED to by the phone representative that because USAA was a financially regulated institution they had no ability to set their rates themselves THATS A LIE straight up Over the course of my membership, I have never had USAA be more expensive than *** *** - ever In this case the interest quoted was basis points higher.Regarding the auto claim, again the complaint is about customer service I needed to get my car repaired, regardless of whether that was covered by USAA's policy or not My complaint is the fact that the representative was unhelpful and refused to provide me a list of approved USAA shops I am new to the area I live so I trust the expertise of USAA in their qualified shops.Finally, with the home claim - taking nearly full month to process an adjuster estimate is pure negligence. As a reminder, this complaint is about customer service The response was robotic and speaks to the terms and conditions of the respective policies This reflects an inability to listen to the customer, which further reinforces the poor customer service complaint itself
Regards,
*** ***

Complaint: ***
Thank you for your assistance so for but I am rejecting this response because there is still not an accounting of the excess balance of $shown on the disbursement ledger from ULS and we still have not received the tax refund from the Chesapeake City Treasurer that was paid to ULS It has been days since the Chesapeake City Treasurer issued a refund to ULS in the amount of $205.48/CK #***. This is more than enough time to get this refund to mePer the ULS Disbursement Ledger there is a balance of $1028.96. The ledger accounts for the monies from the closing disclosure with the exception of Other Costs, item E, Taxes and Other Government Fees in the amount of $ The disbursement ledger was dated August 2016. It has been nearly days since this disbursement ledger was issued which is more than enough time to account for this excess. The excess balance of $should be refunded to mePlease wire the excess funds in the amount of $(tax refund and excess balance) to my account immediately.
Regards,
*** ***

August 20, *** *** ** ***
*** ** ** *** Dear Mrs***: I am responding to your submission regarding your March 7, 2015, water damage claimI regret any frustration or inconvenience you have experiencedWe analyze each loss on its own merits and make decisions in
accordance with the terms, conditions, and limitations of the policyI understand that *** ***, of our staff, spoke with you briefly on August 12, 2015, and he has since thoroughly reviewed your claimThere are several factors that have led to the length of time taken to settle your claimFirst, when we were notified of the loss, you already had a water mitigation company handling extraction of the water; therefore, a delay in the completion of the work was caused when the assignment of our water mitigation company was canceledSecond, it was found that coverage would not apply to the loss that was reported on March 21, 2015, which added another layer of difficulty in adjusting the claim since some damage was covered and some was excludedBased on the amount of the March 7, 2015, claim, the file was transferred to a claims examiner, and it was discovered that you had a water damage claim in the basement prior to insuring your home with USAAIn order to fairly assess whether or not coverage will be extended, we must be allowed time to complete an investigationLastly, you claim that the furnace was not working as a result of the water damage, which must also be investigatedI understand that you have been interviewed by Investigator *** ***Once the investigation is completed, we can continue with the handling of the claimPlease know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we would never intentionally cause claim delaysMrs***, thank you for allowing us to further review the matter and reply to youShould you have additional questions, Mr*** remains available, and he can be reached at *** *** *** ** *** *** *** *** Sincerely, *** ***

A check was issued thank you for your assistance*** ***

Complaint: ***
I am rejecting this response because: Mr*** offered no resolution. This is not resolved
Regards,
*** ***

September 14, 2015 *** *** ** ***
*** ** ** *** Dear Mrs***: I am responding to your submission regarding your December 5, 2014, homeowners claim. Please know that our service providers are expected to be helpful and are held to high standards of
service, and I regret that this was not your experience. Unfortunately, *** ***, of our staff, was unable to reach you to address your concerns. However, I understand that you spoke with *** ***, your USAA claims adjuster, who discussed the items that USAA would provide coverage for in line with the terms, conditions, and limitations of your policy. As she explained, a neutral third party inspection has been scheduled, which will be reviewed for workmanship and quality issues for the work that was completed by the contractor. Should you have any further questions, Ms*** and Ms***, remain available to assist you. Thank you for allowing us to reply to you. Sincerely, *** ***

April 9, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your customer service experience with USAA. I regret any frustration this matter has caused you. Thank you for speaking with ***
***, of our staff, who verified the receipt of the inspection report for your vehicle and confirmed the coverage on your auto insurance policy. If you have any additional questions, Ms*** remains available to assist you We appreciate the opportunity to reply to you. Sincerely, *** ***

March 7, Colonel *** ** ***, USAF (Ret.) Complaint ID #: *** Dear Colonel ***: I am responding to your submission regarding the October 28, 2017, automobile claim Our records confirm that you filed an inquiry with the South Carolina Department of
Insurance (DOI). We will respond to the South Carolina DOI accordingly. We appreciate you allowing us to reply to you. Sincerely, *** ***

March 7,
Ms*** ** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your automobile claim and insurance billing
Thank you for taking the time to speak with members of our staff who addressed your concernsI hope that your
conversations reassured you that your satisfaction is important to usIf you have additional questions, we remain available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Multiple reasons factor into my decision to reject this response First, USAA's Revdex.com representative mentioned in the business response, ***, contacted me by phone shortly after I submitted my Revdex.com complaint, and stated that she would "review my claim" and get back to me no more than one week later I am still awaiting her response 2+ weeks later This indicates to me a lack of sincere concern about this complaint's resolution Second, in USAA's response, they claim that "many factors are taken into consideration when determining the actual cash value of a vehicle" - this is the same type of generic non-response that I have received from every USAA representative I have spoken to regarding my issue, and indicates little or no commitment to actually changing the total loss process to produce a more fair appraisal Third, after the submission of my Revdex.com complaint, I also invoked the appraisal clause on my insurance contract, and hired an independent appraiser to value my vehicle As it turns out, the independent appraiser found my vehicle to be worth approximately $10,000+ After negotiation with USAA according to the appraisal clause, my final vehicle value was agreed upon as $ This is nothing less than admission that my vehicle was undervalued by almost $(or 20%) by USAA's appraisal Despite my individual situation's resolution through other channels, it seems likely that USAA is taking advantage of most of its insureds who are experiencing a total loss but unwilling or unable to challenge USAA's CCC One appraisal Therefore, my principles dictate that I should leave my complaint to highlight this improper and unfair business practice that is potentially costing unaware insureds thousands of dollars, and for those willing to invoke the appraisal clause, hundreds of dollars to hire an independent appraiser (mine cost approximately $400).The only way that I would consider this complaint resolved is for USAA to provide evidence/proof that they have changed internal business processes to fairly appraise total loss vehicles and will discontinue using the CCC One market valuations to stonewall and take advantage of their insureds
Regards,
*** ***

January 20, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your daughter’s recent auto accident *** ***, of our staff, was unsuccessful in her attempts to contact you; however, our records indicate
that we have accepted liability for the accident, paid for the damages to the vehicle, and extended an offer for injuries that resulted from the accident. Please know that we conduct business in keeping with USAA’s core values of service, loyalty, honesty, and integrity, and your allegations of refusal to settle the claim were unfounded. If you have additional questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

August 28, *** *** ***
*** ** ** *** Dear Ms***: I am responding to your submission regarding your July 2, 2015, automobile claimWe strive to provide quality claims service, and I apologize for the inconvenience you experiencedCoaching has been provided to those
involved to ensure that others do not have a similar experienceThank you for speaking with *** ***, of our staffI understand that an expedited settlement payment was sent to you, and a rental vehicle was provided to youShould you have any further questions, Ms*** remains available to assist you and can be reached at *** *** *** ** *** *** *** *** *** We appreciate the opportunity to reply to youSincerely, *** ***