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June 28, Chief Petty Officer *** ** ***, USN (Ret.) Complaint ID #: *** Dear Chief ***: I am responding to your submission regarding your June 8, 2017, auto insurance claim. I regret any frustration or inconvenience you experienced as a result of this
matter. Our records show that an email was sent to you with the full claim number when the claim was reported. On June 20, 2017, *** ***, of our staff, contacted you to follow up on your concerns; however, you stated you would call backMr*** determined that the claims process is being followed appropriately. If you have any additional questions, our representatives remain available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: I did not received the payment yet, they agreed to pay said they have send the payment...I am waiting just receive the payment to close this claim
Regards,
*** ***

June 28, Dr*** *** Complaint ID #: *** Dear Dr***: I am responding to your submission regarding your mortgage loan with the USAA Federal Savings BankYour feedback is appreciated, and your situation was shared with our management teamWe regret that we did not meet your
service expectations and for the frustration you experienced during the processing of your mortgage loanThank you for speaking with *** ***, of our staff, who confirmed that the reimbursements requested were sent on June 21, 2016, via FedExI hope your conversation with Mr*** helped to reassure you that member service remains our priorityIf you have any additional questions, Mr*** remains available to assist youThank you for allowing us to reply to youSincerely, *** ***

December 8, 2015Mr*** *** Complaint ID #: ***Dear Mr***: I am responding to your submission regarding your homeowners claimOur records indicate that you are represented by an attorney and that you filed an inquiry with the Georgia Department of Insurance (DOI). We responded
to the Georgia DOI on October 22, 2015. Thank you for the opportunity to reply.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that the monetary resolution is satisfactory to me
I have yet to hear whether the case was actually reviewed and changes put in place with regards to how the entire situation was handledWhile I appreciated the call from *** and the interest he took in the lack of communication and inappropriate responses I received during the process from USAA, as far as I know it was an empty phone call with no authority to actually make any changes in the way they handle thingsThe company still did not take responsibility for a claim on their behalf for the damage done to my carI had to go out of my way to file a claim myself and force the issueI await a response from USAA on changes they will make in regards to handling their sub-contracting comany, ***
Regards,
*** ***

July 29, Staff Sergeant *** *** Complaint ID #: *** Dear Staff Sergeant ***: I am responding to your submission regarding your auto claim. I apologize for any frustration you may have experienced as a result of this matter. ***
***, of our staff, was unsuccessful in his attempts to reach you by telephone to discuss the matter. Nonetheless, Mr*** thoroughly reviewed the claim and identified an opportunity with the processing of your Power of Attorney. Please know that coaching has been provided to prevent a similar occurrence. Our records indicate your title was sent to the state of South Carolina for processing with an estimated timeframe of six weeks. Should you have any questions, Mr*** remains available, and he can be reached at *** *** *** ** *** ***, Extension *** We appreciate you allowing us to reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because:I have presented new and additional information that would warrant a change. The response to Revdex.com concerning why the insurance claim was denied is different from the attached letter, which is the original rejection claim. The attached original rejection letter, which is why this Revdex.com complaint is filed, does not state that the rejected claim was due because mechanical damage is not covered. It states that the additional mechanical damage was due to a failure to mitigate damages.This would imply that mechanical damage is covered, however, it is only covered if damage is properly mitigatedThe information I provided would warrant a change because it highlights how I did everything a reasonable person would do to mitigate damage and therefore the additional mechanical damage would be covered because I mitigated damages. What the response to Revdex.com from USAA states is that all mechanical damage is not covered, regardless of the cause or mitigation factorsThis means that either USAA is changing their rejection to avoid the insurance claim, they are not operating and making decisions with proper information, they are not communicating internally with each other, or they are confusing this rejection and Revdex.com complaint with another one of their customers. I will be retaining this response from USAA and to USAA for my personal records and will be forwarding this response to CT Department of Insurance, as it showcases another reason USAA is operating in bad faith. The bottom line is that my claim is legitimate, this complaint is also legitimate and this is impacting my financial decisions, and if USAA cannot process a reasonable claim, this further cements my complaint as well as my considerations of leaving the USAA Family. Thank you, *** ***

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,
*** ***

October 24,
Ms*** ** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your automobile policy cancellation and new monthly premium payments
Thank you for speaking with *** ***, of our staff, who addressed your payment history, how
it impacts your Automobile Policy premium, and your monthly amount dueAs Mr*** explained, the amount owed will be $monthlyWe are also unable to honor your request for a lower monthly paymentIf you have additional questions, Mr*** remains available to assist you
We appreciate the opportunity to review this matter and respond to you
Sincerely,
*** ***

November 6, 2015Ms*** ***Complaint ID #: ***Dear Ms***:I am responding to your submission regarding your automobile claim. Please know that we conduct business in keeping with USAA’s core values of service, loyalty, honesty, and integrity.Many factors are taken into
consideration when determining the actual cash value of a vehicle, such as the mileage, the options, and the condition of the vehicle. I appreciate you discussing this matter with Yamel ***, of our Claims staff, who will remain in contact with you about the settlement value. Our records reflect that Extension 74003, which was previously provided to you to reach us, is incorrect, and we apologize for the frustration this caused you. Should you have any additional questions, Ms*** remains available to assist and can be reached at (*** *** *** ** *** *** *** ***Thank you for allowing us to reply to you. Sincerely,*** ** ***

Complaint: ***
I am rejecting this response because:Two reasons:1. I was told by two USAA agents that they would process the paperwork to reverse the funds back to my bank account within days. Neither said that it could or would be rejected.2. Although there may be a policy or some obscure statement somewhere on the website that states the monthly payment change could take some time, then why did USAA still withdraw funds from my bank account when I changed my automatic withdraw? When I changed the withdraw to $a month, it virtually happened immediately. When I changed in the their system, from paying the "Balance each month" to "$200" a month, USAA took the funds immediately from my bank account, which constitutes a monthly payment. Doesn't it? Therefore, how or why would I assume that it would take several days to remove the "Pay Monthly Balance" and have them still take another payment for the balance? Therefore, I understand their system or account can surely take my monthly $payment, immediately, based on my monthly withdraw change, yet their same system or accounting principals cannot change the same system to remove the "Pay Monthly Balance" within the same timeframe?I want to know exactly where the policy statement is online in regards to how long it takes to remove the current payment setting. I also want to know where it says that the $is (or will be) removed immediately.Finally, if this is USAA's final decision, and they do not intend to follow up with the reversal of the credit card payment (Full Balance), I want to know this, so I can either get a lawyer and/or cancel my policies
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I realize you believe the matter is closedI also know that there is no new proof or evidence pertaining to this matterHowever put yourself in my shoesI entrust your company with my money and insurance purposes I find a out there is a problem and try to solve it through you insteadIt's covered upNow this happens to you what do you doI have been a loyal customer for several yearsI didn't just pull this out of my rear for lack of good words.
Regards,
*** ***

August 8,
Ms*** ** *** Complaint ID # ***
Dear Ms***:
I am responding to your submission regarding your July 6, 2017, automobile claimI appreciate the opportunity to respond
A thorough review of your situation was completed, and our investigation determined that
there is no substantiating evidence to conclude that the insured vehicle caused damage to your vehicleAs such, the liability decision remains and USAA denies coverageAs a viable option, you can consider filing the claim with your carrierI understand that *** ***, of or staff, shared this information with youIf you have additional questions, Ms*** remains available to assist you
Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity in everything we doWe appreciate you allowing us to reply to you
Sincerely,
*** ** ***

June 29,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your automobile claim, and I regret any frustration this situation may have caused you
Thank you for speaking with *** ***, of our staff, regarding your
concernsA final review of the claim determined that you are not at faultIf you have any additional questions, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: my vehicle had less than 26,miles on it when it was damaged and instead of replacing the damaged parts USAA has only agreed to bondo my car and repair the wheel; I have asked for them to provide me with an amount they are willing to pay for the depreciation to my vehicle; I am still waiting (again) for their responseAdditionally, their first response was that I could take what they have offered or file the claim against my insurance company; I do not think I am being fairly compensated for the damages I have sustained and if I do not receive an acceptable answer regarding depreciation to my vehicle by this Friday, April 29th, 2016; I will file the appropriate paperwork with the Lexington County Clerk of Court to have the matter resolved through arbitration
Regards,
*** ***

MrTimothy *** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your homeowners claimOur records confirm that you filed an inquiry with the Alabama Department of InsuranceWe will respond to them accordinglyThank you for the opportunity to reply
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: You may consider it closed but it isn't. I have an appraisal that list $2,in diminished value. You deny the claim but you are also the one paying the claim so there is no surprise you would deny it. You will force the owner to pay out more in legal fees than to do what is right because you know most will accept your response to avoid more fees. No used car dealership in the world will tell you a wrecked vehicle is worth the same amount as before an accident. I would ask you to submit one that would tell you that.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I don't believe what they are saying in they never had territory boundaries and I don't feel they are being honest with me, plus it is obvious that there is absolutely nothing I can do. Please close this
Regards,
Kathleen Bradley

Complaint: ***
I am rejecting this response because: the issue still affects my family and IThe grave error and misinformation already did damageThe sell of our home contract was terminated by the buyers because of the error on USAA's partWe have been forced to lower the price of our home in order to attract other buyersMy husband and I are medically disabled and have to moveUSAA acknowledging the error does nothing for our familyNot only did you all make the error, I had to contact you all several time to get it resolvedYour represenitive stated you all are not willing to do anything more than acknowledge the errorThis is not an appropriate responseThere should be something more that could be done
Regards,
*** ***

February 20,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding the handling of your auto claim and insurance policyI apologize for any frustration this situation caused
Thank you for speaking with *** *** and ***
***, of our staff, who accommodated your requestAs discussed, your auto policy was cancelled with an effective date of October 7,
If you have additional questions on this matter, Mr*** and Ms*** remain available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***