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December 21, 2017 Lieutenant Colonel *** ***, USAF (Ret.)Complaint ID #: *** Dear Colonel ***: I am responding to your submission regarding your California auto insurance policy. Thank you for speaking with *** ***, of our staff, about your concerns. I
understand that your auto policy was reissued to include your financial dependents living in your household. If you have additional questions, Ms*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely,
*** ** ***

July 27, 2015 *** *** ** *** ***
*** ** ** *** Dear *** ***: I am responding to your submission regarding your request for reimbursement of rental vehicle expenses. We regret if we did not meet your service expectations as we make every
effort to ensure our members’ claims are serviced and handled efficiently and accurately. Thank you for speaking with *** ***, of our staff, who reviewed your claim file and the call recording and confirmed that the adjuster did not provide the advice to purchase additional insurance coverage while utilizing a vehicle from Enterprise Rent-A-Car. In accordance with your policy’s terms, conditions, and limitations, we respectfully decline to reimburse you for any additional rental expenses. I understand that Claims Service Manager *** *** left a message for you in her attempt to reach you on July 2, 2015, per your request *** ***, should you have further questions about this matter, you may contact Mr. *** or Ms*** at *** *** *** or ###-###-####, Extensions *** ** ***, respectively. We appreciate the opportunity to review your concerns and to respond to you Sincerely, *** ***

May 4, Mrs*** ** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your May 8, 2016, automobile claim Alan Fulkerson, of our staff, reviewed your concerns and confirmed that the medical bills in question have been paidThe checks for $and $541.00, totaling $582.00, were deposited on April 11, 2017. Should you have 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: Because I believe USAA misled us about charges for the rental vehicle, which resulted in increase of our insurance premium for the next years!
Regards,
*** ***

November 30, 2015Mr*** ***Complaint ID #: ***Dear Mr***:I am responding to your submission regarding your request for a refund. We strive to provide quality service and regret any frustration this matter may have caused you. Our records reflect that your request has been
completed and that *** *** of our staff, has been unsuccessful in his attempts to reach you. Should you have any questions, Mr*** remains available to assist you and can be contacted at *** *** *** ** *** *** *** *** Thank you for allowing us to reply to you. Sincerely,*** ** ***

Complaint: ***
I am rejecting this response because:I am rejecting this response because: It's not sufficient the adjuster has reached out that's it! I still had over 120,in medical bills as a result of being "rear ended" while sitting still at a traffic lightAfter I filed out and, had to take even more time of my day or a wreck that occurred almost now going on months ago I didn't hear anything about from the adjuster after opening my claim and, submitting documentation that was almost weeks agoI haven't received the additional money to settle my medical bills since the 3rd party claim didn't even pay for half of my bills! I'm still waiting on a call for the additional funds to handle my "self pay" medical bills two weeks and, counting haven't heard a word or received money from my policy to max out the bodily injury portion on this under insured claim; which I was forced to open on mine since my medical bills are so high and, USAA decided not to max out the persons policy & liable party that hit me injured me and, totaled my vehicle outLets see if the new adjuster on my "under insured" non fault claim actually calls meI'm still waiting on a follow up call not to mention a "settlement"USAA is still dropping the ballAs an individual with rights and, a paying client very disappointed at the level of professionalism and, way I'm still being treated.
Regards,
*** ***

February 5, *** *** ** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding a fraud investigationWe strive to provide quality service to our entire membership, and I regret if this was not your experience*** ** ** ***, of our staff,
reviewed your accounts and confirmed that there were no fraud-related situations pertaining to any of your accounts with the USAA Federal Savings BankIn addition, for privacy reasons, if you are not an account holder on the account you reference, we cannot provide any information about that matter to youThank you for allowing us to review your concerns and to reply to youSincerely,
*** ***

November 2, 2015*** *** *** ** *** ***Complaint ID #: ***Dear *** ***:I am responding to your submission regarding your August 25, 2015, auto claim. I apologize for the frustration and delays you have experienced. Please know that your situation was shared
with our management team.I understand that you will be providing us with an invoice for the rental car charges for our review. In addition, please be advised that we have requested copies of your medical bills and records from Tricare so that we can properly evaluate your injury claim. ***r ***, of our staff, was unsuccessful in her attempts to contact you to address your concerns. She is actively monitoring your claim and can be reached at (*** *** *** ** *** *** *** *** should you have any questions.Thank you for allowing us to reply to you. Sincerely,*** ***

December 8, Ms*** ** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your September 28, 2017, rental property insurance claim I understand a Claims Service Manager spoke with you, and the matter is pending
reviewWe regret that *** ***, of our staff, had been unable to connect with you to discuss your concerns. Should you have any questions, Mr*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

*** *** ***
*** *** ** ***
*** ** ** ***
*** *** ***
I am responding to your submission regarding your automobile claim
Thank you for bringing this matter to our attention. After careful review, we have determined that three days for rental was appropriate
and that a $refund was given for the police report. *** ***, of our staff, attempted to reach you by telephone and email to address your concerns. Should you wish to discuss the matter, Ms*** can be reached at (*** *** *** ** *** *** *** ***
We appreciate the opportunity to reply to you.
Sincerely,
*** ***

October 20, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your automobile policyI regret any frustration you may have experienced as a result of this matter *** ***, of our staff, was unable to
reach you, and due to privacy laws in your state, we ask that you contact Ms*** directly to discuss your concerns. She can be reached at *** *** ***, Extension *** We appreciate you allowing us to reply to you. Sincerely, *** ***

September 28, Mrs*** *** Complaint ID #: *** Dear Mrs***: I am responding to your second submission regarding your credit card disputeThank you for providing additional information to Lisa Mendoza, of our staff, clarifying the details of the $merchant credit you receivedAfter further review, we issued a full refund of $to your credit card account on September 18, We appreciate the opportunity to resolve this matterSincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Complaint: ***
I am rejecting this response because:Yes, we reject it because of the fact that we initially tried to claim the bumper separately AFTER it fell off after being fixedThey told us that it had to go under the initial claimWe also were told that it was a warranty issueThen we were also told that it would go under the original claim because it was from the original accident in FebruaryWe were also told to wait until and investigation was completedI am really at a loss because my bumper is still taped on to keep it from flying off in the road againIf this is a warranty issue, then *** *** needs to fix it, but they are refusing and no one from USAA is willing to help us prove that it was from the first accidentBy the way, they have gone back and forth on that as well As for the other issues, everything was fine until it was towed to *** *** and then ironically my car was broken into as well as two other people who had work done at *** *** as wellEven Birmingham PD didn’t think that it was irony and told us so… I am just tired of the constant excuses and the story changing*
Regards,
*** ***

Complaint: ***
I am rejecting this response because: USAA is attempting to push the situation under the rugThey refuse to respond to my concerns over injury to my children or safety issues such as failing to have the electrics in my property attended to after water was leaking through electrical outlets and equipmentI've since had to come out of pocket for this and will be filing suit
Regards,
*** ***

August 10,
Captain *** ***
Complaint ID #:
Dear Captain ***:
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB)
Thank you for speaking with *** ***, of our FSB staff, who
explained the events that transpired on your accountsShould you have additional questions, he remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I called Lake Norman hospital to check whether the outstanding bills were paidSo far only one bill for the amount $was paidTwo other bills totaling $need to be paidI called and left a message regarding the outstanding bills on 4/21/on Mr*** number
Regards,
*** ***

February 8, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your second submission regarding your December 13, 2016, automobile claim We responded to your complaint on January 31, 2017. 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, *** ***

September 19,
Mr*** *** Complaint ID #:***
Dear Mr***
I am responding to your submission regarding the inspection for your August 22, 2017, automobile claimWe regret any frustration this matter may have caused you as we strive to provide quality claims
service
*** *** of our staff, was unsuccessful in reaching you via telephone to discuss the resolution of your concern regarding your rental vehicle usageNonetheless, she resolved your concern and your rental usage was extended as you requested
We appreciate you allowing us to reply
Sincerely,
*** ***

March 7,
Staff Sergeant *** ** ***, USA
Complaint ID #: ***
Dear Sergeant ***:
I am responding to your submission regarding the refund of the insurance premium, which was drafted from your USAA checking account on February 15, Sergeant ***, we regret
any frustration or inconvenience you many have experienced
Our records indicate the insurance policy was canceled and a reimbursement of $was credited to your checking account on March 1, USAA acts in accordance with all applicable regulations and with our core values of service, loyalty, honesty, and integrityPlease note that on February 21, 2017, we sent a letter to your address of record notifying you of our intended actions regarding the restrictions on your account
We appreciate the opportunity to reply
Sincerely,
*** ** ***

April 5,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your claim
*** ***, of our staff, completed a thorough review of your situation; however, no new information was discovered to warrant a change in our coverage
decisionIf you have additional questions, Ms*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***