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September 20, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your property insurance claim. Our records indicate that payment for your personal items was transferred to you electronically on
September 8, 2016. However, additional information is needed from you in order to calculate additional payment. This information can be uploaded to USAA.com or submitted to your adjuster I regret the frustration you experienced as we strive to provide quality service and fair claims handling to our entire membership. Our employees are expected to handle claims matters in a timely manner. Coaching has been provided to those involved to ensure other members do not have a similar experience. Should you have additional questions, *** ***, of our staff, remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

December 7, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your automobile policyI regret any inconvenience and frustration this matter caused you as we strive to provide quality customer service to our entire membershipThank you for
speaking with *** ***, of our staff, who clarified the reasons the quotes you received differed and who verified that we received the required documentsAs you requested, your New Jersey auto policy was canceled, and the Maryland automobile policy was reinstatedAs Ms*** discussed, the premium quote you received for a New Jersey policy is correctI understand that you advised Ms*** that your Maryland license tags are validIf you have any further questions, Ms*** remains available to assist youThank you for allowing us to reply to youSincerely, *** ***

January 10, Ms*** ** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your homeowner’s insurance premium. We regret any inconvenience this may have caused you. *** ***, of our staff, was unable to
review your concernsNonetheless, she determined that you are being billed correctly. Please contact Ms*** to discuss this matter further We appreciate the opportunity to reply to you. Sincerely, *** ***

Complaint # *** was settled with CROSS COUNTRY SERVICE CORPORATION (Agero) to my satisfaction and this complaint is closed from my end.Sincerely,*** *** ***

Complaint: ***
I am rejecting this response because: I received a phone call from USAA [***], indicating the amount to be received was $As noted in the response provided by USAA to Revdex.com, the amount I should receive is $However, the escrow check that arrived on October 15, 2016, was in the amount of $There is obviously mismanagement of my mortgage/escrow account if the company handling it continues to provide misinformation regarding the amount I am to receive, which has changed from $954.13, to 807.13, and yet I receive a check in the amount of $I am also concerned to find out the prior mortgage company mismanaged my escrow, causing my mortgage go up by $73, shortly after Nationstar provides an escrow paymentBased on the incorrect amount received, I am rejecting the response, and will not cash the check receivedPlease notify me of how this mishandling of my mortgage will be corrected.
Regards,
*** ***

July 16, *** *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission about the personal property damage involved in your February 2, 2015, fire lossWe 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, provided a status of the personal property portion of your claim on July 8, 2015, via emailOn July 13, 2015, we received your submissions of receipts and photosPlease be advised, your adjuster will be in contact with you to discuss any outstanding claim settlement concernsUSAA acts in accordance with our core values of service, loyalty, honesty, and integrity; therefore, we respectfully decline any allegations of wrongdoingShould you have any further questions, Ms*** also remains availableThank you for allowing us to reply to youSincerely, *** ***

Complaint: ***
I am rejecting this response because: You have no evidents, the bank has made a error and posted funds under wrong name, that is why funds remain in the account
Regards,
*** ***

Complaint: ***
I am rejecting this response because:BMW creates sophisticated vehicles that use algorithms and sensors to display to the owner of the vehicle that a condition based service is requiredOutlined in the BMW Xservice and warranty booklet, on page 5, it describes that any wear and tear on front and rear brakes, to include rotors, will be displayed on the info display panelMy vehicle does not display any condition based serviceThe only display is a check engine display, where BMW Service, claims it is due to a thermostat issue. These issues did not exist prior to the accident and while I understand that is a matter of your word versus mine I find it difficult to believe that I am receiving my vehicle in worse condition than before the accidentNo one is willing to understand that these new issues could be because the vehicle was improperly towed (as evidenced by the bent tire rods), driven over miles to BMW Burdick without our permission, original software was changed, and then I was told the vibration came from a worn out tire that was changedI have yet to feel confident that any one wants my car completely restored Lastly, the issues must be related to the accident but BMW wants to replace whole components that actually go through wear and tearMy brakes saved my life which is why I believe they are wornMy vehicle was at one point skidding perpendicular to the road and then my vehicle was pushed off the highwayI am sure my brakes and rotors would be damaged from an incident
Regards,
*** ***

September 3, *** *** *** ** *** *** ***
*** ** ** *** Dear *** *** ***: I am responding to your submission regarding the July 27, 2015, automobile claimWe strive to provide quality service and fair claims handling to our entire membership, and I regret
any frustration or inconvenience you experiencedAfter completing another review of the claim, it was determined that you would not be assessed any liability for the accidentAs such, an additional settlement payment of $was issued to you, and I understand you are no longer requesting the return of your vehicleShould you have any additional questions, please contact your adjuster or *** ***, of our staffThank you for allowing us to reply to youSincerely, *** ***

September 10, *** *** ** ***
*** ** ** *** Dear Mr***: I am responding to your submission regarding your comments related to a mortgage loan applicationOur employees are expected to be responsive and to handle matters in a timely manner, and I regret that this
was not your experienceCoaching will be provided to those involved to ensure other members do not have a similar experience*** ***, of our USAA Federal Savings Bank (FSB) staff, conducted a thorough analysis of your accountAlthough she did not find a FSB mortgage loan application or evidence that you paid any fees to the FSB in related to a mortgage loan application, Ms*** confirmed that we referred your mortgage loan request to the Military Family Home Loans Program (MFHLP) in May Between December and September 2014, the FSB offered the MFHLP, in partnership with Wells Fargo, to accommodate members who did not meet the FSB’s overall credit requirementsHowever, referred mortgage loan applications are still subject to a complete review of credit history and income in accordance with the MFHLP underwriting guidelinesAs the mortgage loan application was processed and underwritten in accordance with these guidelines, we respectfully decline your request for reimbursement of any fees you may have incurredBased on feedback like yours, we have made, and continue to make, improvements to our mortgage loan process; however, the FSB no longer partners with Wells FargoWhen members choose to post comments on our website, the content is governed by the Site Terms and Moderation Guidelines, and we may not post all submitted contentMs***’ review found that your January and December comments were not posted online since you did not have an FSB mortgage loan productMr***, the FSB adheres to banking regulations and to our core values of service, honesty, loyalty, and integrityWe do not engage in unethical behavior, and your allegations that the FSB “is just cherry picking the best deals” and rejecting mortgage loan applications “unnecessarily” are unfoundedThank you for the opportunity to respondMs*** remains available to speak with you a* *** *** *** *** ** *** *** *** *** Sincerely, *** ***

Ms*** *** Complaint ID #: ***
Dear MsBowles:
I am responding to your submission regarding the handling of your claim for the damages and injuries you sustained as a result of the auto accident with our insured
Thank you for speaking with Claims Service Manager
*** *** about your service experienceI understand she was able to explain that your medical expenses are not paid as you incur your medical careI hope that your conversation with Ms*** addressed all your concernsOn September 26, 2017, you were mailed detailed information on how to submit your medical expenses and how your bodily injury will be handledIn addition, on September 29, 2017, a draft for the damages to your vehicle was mailed to you
We appreciate you allowing us to reply to you
Sincerely,
*** ** ***

Complaint: ***
I am rejecting this response because:This is the second version of events made up by USAA. In the first version they insisted that our son was merging and caused the accident making him 100% liable. When that version did not hold up to the facts they came up with this latest version to cover up that they had already informed the other party that they were accepting 100% of the liability based on the first version of their story. Now they say that they used the recorded statements, a scene investigation, and the police report to support their claims but the truth is they are all completely contrary to their version of events. The police report clearly states:1. The other driver caused the accident by failing to yield right of way.2. The other driver was issued a traffic violation warning for failing to yield right of way.3. Our son had no contributing actions.4. The other driver drove into the path of our vehicle.The picture of our vehicle shows the damage is on the side of the front fender which is consistent with both the police report and our son’s statement and shows that he was already established in the traffic lane at the time of the accident.Our son explained to USAA that he was following three other cars through the intersection when the other driver pulled in front of him very quicklyTheir version of events do not hold up to any of the above facts. Every conversation I had with them I brought up the police report and they repeatedly told me it was irrelevant to their investigation. This proves how fundamentally dishonest they are. When we were informed by USAA that we were found at fault for the accident I posted the police report to their website and requested the adjuster contact me. He did not. After five days and some difficulty getting him on the phone I questioned him on his finding and it became clear he did not do a proper investigation and even after I asked him repeatedly if he read where the other driver was found at fault on the police report he told me he could not find it. He insisted that our son was merging and caused the accident. When I spoke to his supervisor it became clear they were not interested in changing their decision but to say anything to cover up their mistake.Their actions prove how unprofessional they are.USAA is our insurance company. We pay our premiums and expect that they will support us when needed. In our experience they showed more intent in protecting the other party than us. The facts are all on our side and the police report clearly places all responsibility of the accident on the other driver. Why our insurance company would go against all logic and sense to claim we were at fault of an accident that the other driver clearly caused is beyond all reason.Their failure to conscientiously carry out their responsibility prove how they failed in their obligation as our insurerI will happily provide you the police report and pictures of the vehicles. If you need more examples of the dishonest nature of USAA please visit their website at https://communities.usaa.com and review the insurance problems others are having with USAA.
Regards,
*** ***

August 15, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your July 4, 2017, automobile claim and I regret any frustration this matter may have caused you Unfortunately, *** ***, of our staff, was unable
to contact you to discuss your concerns. Nonetheless, a thorough review was completed and we confirmed that the offer for the loss of your property was extended to you on July 26, 2017, including the depreciation, was fair and appropriate. Please know that USAA employees act in accordance with our core values of service, loyalty, honesty, and integrity, and we strongly disagree with your allegations of unfairness and wrongdoing. Should you wish to accept the offer extended, please contact your adjuster. We appreciate you allowing us to reply to you. Sincerely, *** ***

February 1, 2018 Technical Sergeant *** ** ***, USAF (Ret.)Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding the November 27, 2017, auto claim. Thank you for speaking with *** ***, of our staffMs*** confirmed
two separate payments were issued to your USAA Classic Checking account ending in as reimbursement for the transportation expenses incurred. If you have additional questions, Ms*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ** ***

December 22, Sergeant *** ** ***, USAF Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding the vehicle repairs related to your October 14, 2017, automobile claim *** ***, of our staff, thoroughly reviewed your
concerns and confirmed that a Physical Damage Specialist (PDS) inspected your vehicle on December 20, 2017. The PDS advised Mr*** that the vehicle had sustained new damage that was not related to the October 14, 2017, loss. Although Mr*** was unsuccessful in his attempts to speak with you about the matter, he remains available should you have any questions, and he can be reached at (***) ***-USAA (***) or (***) ***-***, Extension *** Sergeant ***, we appreciate you allowing us to reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because:Firstly, my complaint was three-fold. One--I never got the second check.Two, I'm being charged interest on the $which is illegal and I never got the CHECK.Three, You never addressed the $dispute with Dr***.So, you have mishandled the cases and the investigator said he had proof I did NOT get the check and would credit me backTherefore, whomever this *** person is, does not have all the informationPlease have someone from Corporate call me
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I reviewed my cell phone records and I see this person called me only one timeI do not think that qualifies as a company doing their best to contact one of its customers. Like I said before I have bank statements and copies of checks to confirm what I have been stating all alongSeems like every time I talk to someone which is a different person and I have to explain the entire situation againI hope that this is not being purposely done to discourage me from pursing this matterI will call the person you referenced in the response tomorrowOnce again no one can tell me how I have a day late without a day lateI am sure that the law states that if the reporting is inaccurate the files should be updated or deletedI am sure that we can both agree that this is not accurate
Regards,
*** ***

February 13, Ms*** ** *** Complaint ID #: ***
Dear Ms*** I am responding to your submission regarding your December 18, 2017, auto claim Thank you for speaking with *** ***, of our staff, who explained the rental car policy, that you
occupied the rental vehicle for days, and that a three day rental extension was provided. I hope that your conversation with Mr*** helped in addressing your concerns. If you have additional questions, Mr*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** *** Tell us why here

Complaint: ***
I am rejecting this response because: I have a written dealer appraisal that shows the vehicle is worth more than what USAA is claiming.
Regards,
*** ***