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Complaint: [redacted] I am rejecting this response because:Retaliation by business Credit card gets suddenly declined on every purchase, despite paying balance in full monthly Regards, [redacted]

August 5, [redacted] Dear Ms [redacted] : I am responding to your submission regarding your May 30, 2015, automobile claim We regret any frustration you experiencedThank you for speaking with [redacted] , of our staff, about your concerns I understand that we confirmed the details of the accident and that you obtained a rental vehicle We respectfully decline your request for compensation for gasWe appreciate your feedback and the opportunity to reply to youSincerely, [redacted]

August 11, Grady [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your reply to a consumer loan issue We responded to your complaint on August 3, I understand that in addition to speaking with [redacted] , you also spoke with [redacted] , of our management staff, who offered to allow recovery of your second vehicle if we received a payment from you by August 4, We did not receive a payment by that date and proceeded with placing the vehicle up for auction We respectfully disagree with your allegations of wrongdoing and with your statement that we do not care about the members who we serveOccasionally we must deliver news that we know a member may find disappointing but we remain confident that this matter was handled correctly We appreciate the opportunity to reply to you again and consider this issue closed Sincerely, [redacted] ***

September 7, Commander [redacted] , USN Complaint ID #: [redacted] Dear Commander [redacted] : I am responding to your submission regarding your mortgage refinanceI regret any frustration this situation caused Thank you for speaking with [redacted] ***, of our staff, who was able to research and verify that your US Bank loan was not paid off right away due to confusion with the title company because of the two closings On August 12, 2016, United Lender Services (ULS) disbursed the funds to pay off the loan, and also paid property taxes directly to the county Any overage in property taxes will be refunded to you by U.SBank I understand that Ms [redacted] explained that no additional compensation will be offered for the errors that were made, since there were no additional out of pocket expenses to you We appreciate you allowing us to reply to you If you have any additional questions, Ms [redacted] remains available to assist you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have returned his phone calls times and left an axplanation that what he has requested has already been provided months ago Regards, [redacted]

September 23, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your deposit account and your personal loan with the USAA Federal Savings Bank [redacted] , of our staff, was unsuccessful in her attempts to reach you to discuss your concerns with your deposit accountA thorough review of your account was completed and it was determined that your account was handled appropriatelyThe account was overdrawn due to the FSB’s attempts to withdraw an automatic payment for your personal loan in November and December of On 12/29/15, the account was charged off for $Per USAA’s guidelines, accounts are to be closed after the 41st consecutive day of being overdrawnNotifications were sent to you via USPS on the charge off status of your account and the next steps that would be taken by the bank for closureIf you have any additional questions, Ms [redacted] remains available, and may be reached at *** [redacted] or *** [redacted] , Extension *** With regard to your personal loan, I understand that [redacted] , of our staff, spoke with you about your personal loanMs [redacted] completed a review of your account and confirmed USAA’s attempts to notify you of the delinquencyTo bring your account current, Ms [redacted] processed a payment and assisted you with setting up future ACH paymentsYou were instructed to fax the completed form to USAA and to call and confirm that the ACH was set up properlyMs [redacted] confirmed that the history of the personal loan account was accurately reported to the credit bureaus and would not be updated at this timeMs [redacted] remains available should you have any further concerns We appreciate you allowing us to reply to you Sincerely, [redacted]

January 25, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your automobile insurance policy Thank you for speaking with Kelly ***, of our staff, who addressed your concernsPlease know that we conduct business in keeping with USAA’s core values of service, loyalty, honesty, and integrity, and we strongly disagree with your allegations of wrongdoingAdditionally, we must decline your request for compensationIf you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding the unauthorized charge that reflected on the auto loan you hold with the USAA Federal Savings Bank (FSB) Thank you for speaking with [redacted] , of our FSB staff, about your concernsAs she explained, the charge for $that reflected on your loan statement was the lien recording fee; however, it was applied to the account in errorOn March 28, 2017, the fee was applied as a principal paymentWe regret the confusion this issue created, and if you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to look into this matter and reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The person that hit my car policy number is [redacted] and the policyholders name is [redacted] Regards, Michelle [redacted]

July 29, Sergeant First Class [redacted] * [redacted] , USA (Ret.) Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your third submission regarding your June 11, 2016, homeowners claim We responded to your complaint on July 6, While we recognize that you continue to disagree with the outcome, we feel confident that the correct decision has been made based on the diagnostic inspection provided 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]

May 4, [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your loan with the USAA Federal Savings Bank Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will respond to the CFPB accordingly Thank you for the opportunity to reply Sincerely, [redacted]

March 8, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your insurance policy and claim Thank you for speaking with [redacted] and [redacted] , of our staff, about this matterIf you have additional questions, Mr [redacted] and Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

July 2, [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB) We regret any conflicting information you received about the status of your accountA thorough review of your USAA Secure Checking account ending in [redacted] confirmed that the FSB has refunded the NSF fees you incurred due to the four fraudulent PayPal debit attempts Thank you for speaking with [redacted] ***, of our FSB staff, about your concerns I understand that Ms [redacted] verified that any additional NSF fees you were assessed were not based on fraudulent activity and that she closed your checking account at your request We appreciate the opportunity to review this matter and to respond to you Should you have any further questions, Ms [redacted] remains available to assist you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: My daughter has never been in a car accident, so why is that on her driving record? My rates did increase after USAA put an accident on her record! It was an oil leak, no accident, just because I used insurance to have the leak checked out ( told no pothole damage) doesn't make it an accidentWhat's the purpose of having insurance if I get penalized for calling them? They don't provide customers information regarding their policies is what I was told Regards, [redacted] ***

February 2, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission about your auto insurance and auto claimI am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire membership Due to privacy laws in your state, our staff reached out to you directly to address your concernsThank you for speaking with Bernardo Melchor, of our claims staff, regarding your rental coverageMr [redacted] remains available if you wish to further discuss your claim Unfortunately, [redacted] , of our policy service staff, was unable to reach you to discuss your auto insurance coverages in more detailShould you have any additional questions about your insurance policy, Ms [redacted] can be reached at (***) ***-USAA (***) or (***) ***-***, Extension *** We appreciate you allowing us to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Payment did not decline I sent over documents that showed the payment was deducted from my account When I called USAA the day my car was taken the agents that I spoke with were trying to figure out where the payment was allocated on your endAt no time until now that anyone say that the payment was declined this is the first they also informed me that this was not the first time that this has happened with your companyAfter not speaking with your agents for over two hours and them informing me that they were unable to help me further unless I sent over the front and back of my card which I stated I was uncomfortable withI called my bank to verify that was I was seeing online was accurate and it was Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: when I spoke to Mrs Martinez, she admitted that the way the policy is worded could be misleading .She also stated that she would not do anything but in the future they would look into rewording thier policy so customers would not be mislead or confusedPlease pull phone records teanscript, it should be availble because it was less than 90days agoIf your policy is not clear meaning customer could be mislead or confused, it should be honored Regards, [redacted]

January 31, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your auto insurance billing experienceI regret any frustration this matter caused you Thank you for speaking with [redacted] , of our staff, who discussed that as a courtesy, a payment arrangement was set up and no payment will be due in January The balance will bill in equal payments beginning in February In regards to your concern about phone call recordings, please know that we act in accordance with our core values of service, loyalty, honesty, and integrity; and we respectfully deny your allegations of wrongdoingAdditionally, due to system limitations we decline your request to record all of your correspondences with us Finally, we believe our members share an equal responsibility to manage their policies and to notify us when a change occurs I hope that your conversation with Ms [redacted] reassured you that your satisfaction is important to us; however, if you have additional questions, she remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: it isn't fair and I was still not compensated for service I already paid forAlso the representatives gave me the wrong information which they should have been held responsible for and honored what I was told Regards, [redacted] ***

Please close complaint [redacted] the matter has been resolved Thank You [redacted]