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*** ** ** *** Dear *** ***: I am responding to your submission regarding your automobile insurance policyUnfortunately, *** ***, of our staff, was unable to reach you to discuss your concerns, and we have
mailed you a letter addressing the matterIf you have any questions, Ms*** is available to assist youThank you for allowing us to reply to youSincerely, *** ***

November 8, Mr*** ** *** Complaint ID #: *** Dear Mr*** I am responding to your submission regarding your automobile and renters’ insurance policies with USAA Thank you for speaking with *** ***, of our staff, who explained the reasons
for the Automatic Payment Plan (APP) requirement. I understand that he offered to discontinue the APP; however, you declined. Mr*** verified that your account is currently up to date and he could not find that a cancellation notice was sent. Mr*** will remain available to assist you if you have any other questions. We appreciate the opportunity to reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: USAA has not fairly addressed my issue with the DIV claimThey are still attempting to grossly undervalue my claimThey still maintain that the unfair manner that they settle claims ids fair and acceptable methodIn reality this method is used simply to undervalue and underestimate the damagesMr*** only purpose was to justify the extremely low offer by minimizing the damage to the frame of my carThe frame and other portions of the car have been permanently damaged and the offer of $that was increased to just over $does not even begin to cover the actual permanent damage and loss of value that I have sustainedI have no choice but to pursue the matter further. I will pay out of pocket to receive a real unbiased estimate of the actual damages that I have received and I will provide this information to USAA as soon as the review is completed and I assure you it will reflect the actual damages and it will be for a significant higher amount than USAA is offering providing unbiased proof that the damages I accrued are in the thousands of dollars not hundreds I will also include this proof of loss to the West Virginia Insurance Commissioner's office along with my complaint requesting a review of the attempt of USAA to cheat me out of a fair settlement
Regards,
*** ***

Complaint: ***
I am rejecting this response because: It is NOT good enough! We will be getting rid of ALL USAA accounts! Checking, car insurance, and rental insurance! We have too much money coming into that bank for them to HOLD anything!!! Good day!
Regards,
*** ***

August 14, 2015 *** *** ** ***
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Dear Mrs***: I am responding to your submission regarding the vehicle you purchased through USAA’s Car Buying Service. The USAA Car Buying Service is provided by TrueCar, Inc This partnership
allows USAA members to find and price vehicles, register with certified dealers, and obtain any available USAA member discounts or offerings. Neither TrueCar nor USAA brokers, sells, or leases motor vehicles. As noted in the USAA Car Buying Services disclosures, if you have complaints or concerns about defects or repairs, please contact the dealer, seller, or manufacturer directly. We appreciate you speaking with *** ***, of our staff, who advised you that after a thorough review of your situation and purchase paperwork, USAA and TrueCar are unable to require the dealership to take any specific actions. We understand that the dealership has provided an offer to you, and you may contact them for any further assistance. USAA remains committed to its mission of service to our members. We regret the frustration you have experienced, and we hope that you understand USAA’s position. Thank you for allowing us to research this matter and to reply to you. Sincerely, *** ***

September 5, Mrs*** ** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your July 4, 2017, automobile claim and I regret any frustration this matter may have caused you Our records indicate that you recently
spoke with your adjuster and settled your Bodily Injury liability claimAdditionally, payment for your Personal Injury Protection claim was issued on August 22, 2017, which exhausted the available coverage Thank you for speaking with *** ***, of our staff, regarding your concerns. Please know that USAA acts in accordance with our core values of service, honesty, loyalty, and integrity, and we strongly disagree with your allegations of discrimination and wrongdoing. If you have additional questions, Ms*** or your adjuster remains available to assist you We appreciate you allowing us to reply. Sincerely,
*** ***

March 13,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your second submission regarding your homeowners insurance claim
As confirmed in our previous correspondence and during several conversations with members of our staff, your claim has been thoroughly reviewed, and our decision was made in accordance with the terms, conditions, and limitations of the policyAlthough you may disagree with our position, we are confident the correct decision has been made
We appreciate the opportunity to review your concerns again; however, we consider this matter closed
Sincerely,
*** ** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***i have filled a complainer with the attorney general, I wouldn't be going to all this trouble if I wasn't as upset as I am based on USAAs response and handling of this I am truly tired of being lied to and miss-informedAperantlly I am Not the only one!!

August 12, Mr*** ** *** Complaint ID #: *** Dear Mr*** I am responding to your submission regarding your automobile claim Our records confirm that you filed an inquiry with the *** *** ** *** (***). We responded to the *** on August 9, 2016. Thank you for the opportunity to reply Sincerely, *** ***

October 4,
*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your August 31, 2017, automobile claim
Our records confirm that you filed an inquiry with the Georgia Department of Insurance (DOI)We responded to the DOI on
October 3,
Thank you for the opportunity to reply
Sincerely,
*** ***

January 22, *** *** ** *** *** Complaint ID #: *** Dear *** ***: I am responding to your third submission regarding your renters claim*** *** of our staff, remains available to assist you and awaits the additional information required for your claim as he previously discussed with youThank you for allowing us to review this matter again and respond to youSincerely, *** ***

December 9, Captain *** ** ***, USA Complaint ID #: *** Dear Captain ***: I am responding to your submission regarding your October 8, 2016, homeowners insurance claim Due to privacy laws in your state *** ***, of our staff, reached out to
you directly to address your concerns. Should you wish to discuss the matter further, Mr*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** *** Tell us why here

July 29, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your second submission regarding your May 21, 2016, auto claim We responded to your complaint on July 11, 2016. While we recognize that you disagree with the settlement value of your vehicle, 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, *** ***

April 4,
First Lieutenant *** ***, USAFR
Complaint ID #: ***
Dear Lieutenant ***:
I am responding to your submission regarding your auto claim
Thank you for speaking with *** ***, of our staff, about this matterIf you have additional questions, MrWare remains
available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

June 27, Senior Chief Petty Officer *** ***, USN (Ret.) Complaint ID #: *** Dear Senior Chief ***: I am responding to your submission regarding your May 28, 2017, automobile claim and I regret any frustration this matter may have caused I
understand you spoke with *** ***, of our staff, who reviewed your concerns. As Ms*** explained, Original Equipment Manufacturer (OEM) parts would not be covered due to the age of your vehicle. As your automobile policy states, you may request that the damaged parts be replaced with OEM parts; however, you would be responsible for the increased cost difference between the parts included in our estimate and the OEM parts. I hope this information clarifies the matter for you. If you have additional questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

August 25, 2015 *** *** ***, ***Complaint ID #: *** Dear *** ***: I am responding to your second submission regarding the payments on your automobile policy. Our records confirm that *** *** spoke with you on July and 30, 2015. Her subsequent attempts to contact you were unsuccessful. We are unable to speak about the activity on your external bank account and can only provide you with the information that we have advising that the payments were declined. While we recognize that you disagree, we feel confident that the correct actions were taken. No new information has been presented that would warrant a change in our position. Ms*** remains available to assist should you have any questions. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: Nothing changed until I filed a complaint with Revdex.com and yes, *** called me and said the rental car issue would be handledHowever, when I returned the rental car, they said that USAA had not notified them about an extension of the rentalThankfully, the rental car company marked the payment as pending instead of charging my card that day. Privacy laws so *** contacted me? I do not know what that means in regard to the call*** was the only positive person I have talked to (who didn't attempt to bully me) and I've had to call many, many times (along with the body shop and my insurance agent)Still there was a rental payment issue. This has been a terrible experience--the worst company I've ever dealt withI hope that this complaint alerts USAA to make changesConsidering the many employees I spoke with, there's no doubt this type of treatment is the norm.
Regards,
*** ***

January 19, Sergeant *** ***, USA (Ret.) Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding your auto insurance policy billing Our records show that a refund check was mailed to your address on file on December 13,
2017, following your request to cancel the Georgia auto policy. The credit is reflected on the December statement as “policy cancellation.” Regrettably, the refund amount was also deducted from your payment made on December 15, 2017. Your Mississippi auto policy is active; however, payment is required to avoid a future notice of cancellation. You were previously informed that USAA General Indemnity Company would not renew your auto policy and that your coverage would end effective April 20, 2018, at 12:a.m., CT. Please reference the letter dated December 21, 2017, for additional information about this action Thank you for allowing us to reply to you. Sincerely, *** ** ***

March 14,
*** *** ** ***
Complaint ID #: ***
Dear Mrs***:
I am responding to your submission regarding you and your husband’s accounts with the USAA Federal Savings Bank (FSB)
We understand each person has a unique financial situation and that certain life
events outside of his or her control may cause difficulties. USAA has adopted a policy that affects members who do not meet certain obligations with us. To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has caused USAA to suffer a financial loss. When this basic principle is compromised, we believe it is in the best interest of the association to limit access to usaa.com.
Your husband had delegated access to Web BillPay (WBP) where both of you could pay bills from either of your online profiles. When the restriction was placed on his profile, the delegated access was removed. You would need to add the payees to your WBP to make the payments from your profile. Your account is not restricted; therefore, you have access to the joint deposit account to pay bills through WBP. Your husband has access to pay bills by logging in through *** or by calling USAA
The Electronic Banking Services section of the Depository Agreement and Disclosures (DAD) states “FSB may issue you an access device in connection with the use of any EFT services. The access device may be a card, code, or other means of accessing your account to initiate EFT’s.” Access to accounts via usaa.com is such an access device. The section in the General Information provision goes on to state “FSB may decide not to issue a card or code to any person, and FSB may terminate a card or code at any time without cause or notice.” USAA’s current practice is to limit availability of certain online transactions and accesses under various circumstances, including bankruptcy.
Please know that the FSB acts in accordance with all banking regulations, the DAD, and with our core values of service, loyalty, honesty and integrity, and we strongly reject your allegations of impropriety. If you have any additional questions, Ms*** remains available to assist you and can be contacted at *** *** ** *** *** *** ***
We appreciate you allowing us to reply to you.
Sincerely,
*** ***

February 23, Mrs*** ** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your joint checking account with the USAA Federal Savings Bank (FSB)We strive to provide quality service to our entire membership, and we regret the frustration you
experiencedThe Depository Agreement and Disclosures (DAD), which is provided to account holders at account inception and available on usaa.com, governs deposit accounts and describes the hold policy associated with funds transfersThe DAD states that funds submitted through the Automated Clearing House "(ACH) debit transactions (where the FSB drafts funds from (debits) a non-USAA account for deposit into your FSB account)" are subject to a funds hold for up to seven business days from the date of depositIt further states, "In some instances, funds may be available sooner than seven business days based on such factors as credit worthiness, the length and extent of your relationship with FSB and its affiliates, transaction and experience history, and such other factors as FSB, in its sole discretion, deems relevant." Thank you for speaking with *** ***, of our staff, who explained the reason for the hold, confirmed the information you had received was accurate, and respectfully declined your request for reimbursement of feesIf you have additional questions, MrGarcia remains available to assist youWe appreciate the opportunity to reply to youSincerely, *** ***