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July 30, [redacted] I am responding to your submission regarding recent customer service issues with USAA Federal Savings Bank and USAA Property and CasualtyI apologize for the frustration you experiencedOur employees are expected to handle matters accurately and timely as we strive to provide quality service to our entire membershipCoaching has been provided to those involved to ensure other members do not have a similar experienceThank you for speaking with [redacted] and [redacted] , of our staff, about your concernsI hope the information they shared was helpful, and I trust the conversation assured you that your satisfaction is important to usWe appreciate the opportunity to respond to youSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the company has instituted no changes in its practices Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:My name is [redacted] I had been a student/employee at Harvard University for nearly two decades when my mother, [redacted] , was diagnosed with Ovarian Cancer and given little time to liveI left Harvard (where I had worked in the Athletic Department—tennis mostly—to care for her)To facilitate my staying home 24/7, my parents built me a tennis court in their backyardBecause their backyard was sloped, a structure was built to level out the land, with the tennis court built atop the structureThe court/structure was insured by Farm Bureau of NCAfter my parents died, I remained in their home, having moved back into the bedroom of my youth, in the town of my youth, eventually becoming the girl’s tennis coach at the local high school I had once attended—the boys had a coachMy brother, a career enlisted man in the Marines, serving overseas since the 9/Call to Arms, returned home after three tours, back into the home we had shared as childrenHaving been exposed to years of USAA Insurance propaganda, he switched our insurance policy from Farm Bureau to USAA upon his return, including the tennis court, which had been standing nearly ten yearsBefore insuring our home, USAA sent inspectors, who walked the property discussing our needsAt USAA’s request, USAA was given a copy of the Farm Bureau policy, which had insured the tennis court separately from the homeOn advice from USAA, which said the tennis court did not warrant a separate policy, the coverage was combined, meaning the court would be covered by ten percent of the home coverage under the new USAA policy(When I argued ten percent wasn’t enough, USAA raised the value of the home.) Then, having finished their inspection, they took my moneyAnd contracts were signedNearly fourteen months later, calamity struck (in my opinion, tennis court windscreens pulling like sails during a windstorm, taking the court down)Despite the fact that USAA had sent an inspector, taken my money, and signed a contract, they refused to repair the court after it fellInstead, USAA spent money creating a deceptive, misleading engineering report that talked about everything from poor soil, to poor construction, to lack of wind(Notably, the wind screens on the court had been ripped partially down in every direction around the court, which would have taken an enormous swirling force, but the USAA engineer diligently removed every ripped windscreen before taking any pictures, eliminated a glaring piece of evidence that the calamity had been caused by high winds.) Nonetheless, neither the soil, nor the court’s construction, nor the high winds are particularly relevant, because the Supreme Court of North Carolina had already ruled that if an insured structure falls all of a sudden, the insurance company holding the policy is both required to cover the loss and barred from claiming poor construction to avoid payment of the claimOf course, the point of the deceptive engineering report was less about any particular reason, than creating a plethora of red herrings to distracts the courtsI.e., the purpose of the engineering report was to create so much confusion that the policyholder, me, would not be able to afford to take USAA to court, which is the policyholders only option if an insurance company decides to renege on their own policy, even by breaking the lawOf course, they say you can go to court, but how many policyholders out there can afford to confront a multibillion dollar insurance company to court—certainly not meBut back to the purposeful deceptions in USAA’s purposely misleading engineering reportLet’s consider three items: One, soil samples: It was the same soil beneath the court when USAA inspected the property in as when the court fell in (It had probably been the same soil since the last ice age ended nearly ten thousand years before the court fell.) But USAA did not mention soil when its inspector first inspected the courtUSAA did not mention soil when they took my moneyUSAA did not mention soil when the policy was signedSoil quality was not relevantIf soil had been relevant, USAA should not have insured the court, giving me the opportunity to keep my old policy with Farm Bureau instead of being caught up in a fraudTwo: Court construction: It was the same court when USAA inspected the court in (having already stood for many years) as when it fell in But USAA did not mention court construction when its inspector inspected the courtUSAA did not mention court construction when USAA took my moneyUSAA did not mention court construction when the policy was signedCourt construction was not relevantIf court construction had been relevant, USAA should not have insured the court, giving me the opportunity to keep my old policy with Farm Bureau instead of being caught up in a fraudThree: wind: The deception here is differentBesides removing ripped windscreens before pictures were taken, the USAA engineer claimed in his report, using data from NOAA (the National Oceanic and Atmospheric Administration), there were no high winds in the area during the period when the calamity occurred (e.gJanuary 2014)The USAA report did not mention the NOAA website the engineer cited in his report had a disclaimer, e.g.: The absence of SWDI [Severe Weather Data Inventory] data for a particular location and time should not be interpreted as an indication that no severe weather occurred at that time and locationFurthermore, much of the data in SWDI is automatically derived from radar data and represents probable conditions for an event, rather than a confirmed occurrenceClearly, information from NOAA cannot be used for anything other than insurance fraud(I also contacted NOAA headquarters and was toldnot only that NOAA information could not be used to determine severe weather at a particular time and place, but also, that the closest site to my tennis court with accurate, vetted, minute-by-minute weather information was over fifteen miles away.) Of course, accuracy wasn’t USAA’s pointUSAA’s point citing NOAA was to give the illusion of authority, and as a hedge against being taken to court, by driving up court costs beyond my capacity to pay, like with the soil quality samples and court construction quality, each argument being intended to insure court costs would exceed what their own duped clients could afford, which is one way USAA games the system of law to avoid being held accountable to the laws it manipulates to increase its profits.To iterate, even though the NC Supreme Court has already ruled that if an insured structure falls all at once an insurance company cannot deny a claim, even based on an argument of poor construction, USAA did exactly that, adding misleading information about soil and wind conditions to drive up the costs of being challenged in courtIn this way USAA games the legal system into becoming a quasi-co-conspirator in insurance fraud, because it is the very expense of the legal system keeping my case (and cases semblant my case) out of court, and this despite the VII Amendment to the Constitution of the United States, which supposedly guarantees me (and policyholders like me) the right of trial by juryPS An expose on 60-Minutes, broadcast on March 2015, explicated how engineering reports are used by insurance companies to defraud customers out of claims, just in case the Revdex.com is interested in being more than part of the gamed system of law Regards, [redacted]

October 29, 2015Ms [redacted] ***Complaint ID #: [redacted] Dear Ms***:I am responding to your submission regarding your automobile claim We were unable to identify the appropriate claim based on the information supplied and have left you messages requesting additional details Please provide us with the claim number, insured name, address, and/or other additional information that may assist us in locating the correct file Thank you for allowing us to reply to you Sincerely, [redacted]

April 13, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your auto and homeowners insuranceWe regret any frustration you may have experienced and that [redacted] , of our staff, was unable to reach you to discuss your concerns Your March 10, 2018, cancellation request was processed at the next billing cycle, in accordance with our proceduresThe cancellation resulted in credits of $for the homeowners policy, $for valuable personal property insurance, and $for auto insuranceMs [redacted] confirmed a check in the amount of $was issued on April 4, 2018, to your address on file Please allow seven to business days for the check to arrive You may refer to the homeowners policy packets for and under Mr [redacted] ’s profile on usaa.com for cost information Should you have any further questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: the Insurance representative was in the wrong due to the harassing tones used over the phone and refusing to process the request after different verificationA manager has never contacted me...and I was able to call in the next day and process my request with no hassleThe service USAA provides now is sad Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] My complaint has nothing whatsoever to do with the insurance quote, it has to do with the businesstaking extensive personal information to give the quote and then refusing to remove all my personalinformation from their computer system after I declined their insurance

October 21, Sergeant [redacted] Complaint ID #: [redacted] Dear Sergeant ***: I am responding to your second submission regarding your inability to do business with USAA We responded to your complaint on October 20, No new information has been presented that would warrant a change in our position We understand that this is not the outcome that you were seeking; however, we are unable to reverse our decision We appreciate the opportunity to review your concerns again; however, we consider this matter closed Sincerely, [redacted]

February 26, 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

February 14, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the December 27, 2017, auto claim Our records indicate that you are represented by an attorneyWe are working with your attorney to bring this claim to an appropriate resolution Thank you for the opportunity to reply Sincerely, [redacted]

July 1, Sergeant [redacted] * [redacted] , USA Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding the January 22, 2016, homeowners claim Thank you for bringing this matter to our attention [redacted] ***, of our staff, attempted to reach you by telephone to address your concerns Should you wish to discuss the matter, Ms [redacted] can be reached at [redacted] or [redacted] , Extension *** We appreciate the opportunity to reply to you Sincerely, [redacted]

Staff Sargent [redacted] Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding your insurance claim and the funds that you reported as removed from your checking account without authorization We conducted a subsequent review of your August 17, 2017, claim, and as we previously advised you, the loss was denied as the policy was canceled August 12, 2017, due to nonpayment of the premium owedThe decision was communicated to you in writing [redacted] ***, of our staff, tried to reach you several times by phone to address your concerns regarding your account with the USAA Federal Savings BankShe wanted to advise you that a review of the debit card transactions you reported as unauthorized was conductedIt was determined that the transactions were authorizedThis information was confirmed to you in writing on September 14, If you have additional questions concerning this matter, Ms [redacted] remains available to assist you Sincerely, [redacted]

July 7, MrJonathan [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your third submission regarding your tax refund We responded to your complaint on June 22, Our records confirm that we also responded to the Consumer Financial Protection Bureau on June 29, 2016, and the Office of the Comptroller of the Currency on June 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] ***

Complaint: [redacted] I am rejecting this response because as of 3:20pm today the department of insurance has not received a response from USAA regarding my complaintUSAA has done nothing to address my complaint concerning their deceptive and predatory business practices Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , we still didn't get the money we were promised Regards, [redacted]

January 19, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your second submission regarding your homeowner’s insurance premium and your father’s access to usaa.com Thank you for speaking with [redacted] , of our staff, who explained that your account was past due because you were paying the premium amount from the prior term You are being billed correctly and no new information has been provided that would warrant a change in our decision [redacted] , of our staff, spoke with your father to gain his permission to speak directly to you regarding his restricted access to usaa.com Ms [redacted] was unable to reach you by phone; nonetheless, she sent you a member message via usaa.com with her contact information and she remains available to review your concerns We appreciate the opportunity to review your concerns again Sincerely, [redacted]

August 21, [redacted] Dear [redacted] : I am responding to the submission regarding a transaction you are disputing on your credit card account, and I regret any frustration this matter may have caused you We would also like to extend our deepest condolences on the passing of your spouseI understand that [redacted] , of our staff, spoke with Ms [redacted] ***, acting in her capacity as your attorney-in-fact about the situation As a courtesy, a credit of $for the charge in question was refunded to your credit card account on August 17, 2015, in addition to $in finance charges and a $late fee A request was submitted to the consumer reporting agencies to update your information accordingly We appreciate your feedback, and we have shared it with the appropriate parties for consideration as we are always looking for ways to improve how we do business If there are any further questions, Ms [redacted] remains available to assist Thank you for 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

I reject this response [redacted] told me she was going to call me at a certain time and never didI am still having problems and have sent multiple emails with no response I did not elect not to have rental but apparently it was a miscommunicationI took care of thatThe only time I heard from my adjustor and her supervisor was days after my accident because the same day a representative of your company called them few minutes beforeAll they did was to justify themselvesI was told they don't work on weekends or after hours and since my accident was on a Sunday afternoon there was no one availableThere has been no follow up since that single phone callI have had to constantly send messages or callAfter picking up my car noticed multiple scratches and dents in the left side of my car that were not there when my car was takenThe collision center told me they didn't know and that probably was the towing service who caused themI sent a message to USSA as I expect this new problem to be addressed and nobody has contacted meThe collision center did say they would replace a oart but didn't say anything about fixing all the new scratches on my new vehicleThe whole service has been unacceptable and there has not been full resolution Thanks again for your assistance [redacted]

July 11, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your automobile claim I apologize for any frustration you may have experienced as a result of this matter Thank you for speaking with [redacted] ***, of our staff, regarding your concerns I hope that your conversation with Ms [redacted] reassured you that your satisfaction is important to us A payment was issued to you on July 7, We appreciate you allowing us to reply to you Sincerely, [redacted]

July 20, [redacted] Dear Mr***: I am responding to your submission regarding your experience with the handling of your July 7, 2015, automobile claim Our employees are expected to be informative and to attend to claims in a timely manner, and I regret if you were not advised that the estimate review can take up to hours once it has been received Thank you for speaking with [redacted] , of our staff, who confirmed that the dealership sent their estimate to ASI and that payment was provided to you electronically on July 10, 2015, after ASI completed their review Please know that we analyze each incident on its own merits and make decisions in accordance with the terms, conditions, and limitations of the policy As Ms [redacted] advised, we are unable to waive the deductible for this loss Should you have any additional questions about this claim, Ms [redacted] remains available and can be reached at [redacted] We appreciate the opportunity to look into this matter and to respond to you Sincerely, [redacted] ***