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January 31, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding the handling of your automobile claim.   Thank you for speaking with Brad [redacted], of our staff, about your concerns.  As he confirmed, a...

check for the repairs was sent to the [redacted] & [redacted] on January 12, 2017, and the rental car coverage was extended until January 19, 2017.   If you have additional questions on this matter, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: 10947170
I am rejecting this response because: Although they explained to me that they did not disclose all of the payment amounts that mysteriously were accrued, that is still not right. You cannot tell a person specifically they can expect to pay an x dollar amount, and then change that amount without expressly talking to that person. You do not get to raise a person's monthly amount and then just expect them to get in line with your program. The fact remains, theydid not explain from the beginning (when specifically asked) what all!! of the charges will be on the first payment. I would have thought in a conversation that took over an hour, that when specifically asked, it would have been ample time to state these are your payments, and unless you do this, this will increase. That part of the conversation never took place. This company had ample time to contact me personally that my payments will increase from $117.71 (which is what I was expressly explained) to $186.46 (the change amount is something close). You cannot change a person's monthly amount without speaking to a person. We had a verbal agreement, their representative expressly explained to me (because I asked specifically) that my first payment would be $117.71. They cannot just change that amount and not speak to me about it. They should have contacted me the next day! Explained everything to me, including this phantom Ky state charge, and how I needed to make the first payment in order for me to get the 6 month payment premium. This was NOT told to me.I asked about making a down payment, I was told by their representative that I did not need too. I asked about what my first payment will be, I was told $117.71 period! If I had not asked about all of the above, then all of this would be a wasted exercise. Make no mistake, they are not interested in resolving this, their bullying tactic of calling me and demanding that I just move forward was not going to fly. You cannot change someone's payment without expressly and verbally getting in contact with that person. If they had contacted me the next day, the next week....whatever I would have told them to forget it, and found a more reasonable amount. 
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:Regards,[redacted] did get a hold of me and he was very indifferent and rude. He simply stated the diminished value is what it is. I told him that I have received a formal and thorough diminished value appraisal from the Hillsborough county court appointed diminished value adjuster Mr. [redacted]. Mr. [redacted] advised me (as well as research I've done on my own) that USAA's method for establishing diminished value is not accepted or recognized by the state of FL. I have submitted his appraisal via email to USAA for review and consideration. Mr. [redacted]'s legal method which will be upheld by the courts has established the diminished value at $7,870.00If USAA does not agree with this amount and send me a check, I will be suing your insured party (Mr. [redacted]) directly in county court for this amount as well as associated court cost and legal fees. When I explained this to [redacted] he simply stated (do what you feel you have to) with complete indifference.I am not trying to get something I'm not owed. However I have numerous people in the industry telling me $990 is a joke, and was established by an illegal or even fraudulent formula not recognized by FL. Also, I have an independent neutral 3rd party using the correct formula that is recognized by FL, coming up with $7,870.00. All of this tells me USAA is trying to defraud me out of the true diminished value.Therefore I have no hesitation to pursue a law suit if necessary as I know this true diminished value will be upheld in court.- [redacted]

January 6, 2016 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the May 14, 2013, automobile claim. We apologize for any frustration or inconvenience you experienced. Thank you for speaking with [redacted] of our staff, about your...

claim. I understand she advised you of the claim settlement process and that we will work on settling the claim before the statute of limitations expires. I assure you that USAA adheres to our core values of service, loyalty, honest, and integrity, and we strongly reject your allegation that we engage in illegal behavior. If you have any additional questions, Ms. [redacted] remains available and can be reached at [redacted]. I appreciate you allowing us to reply to you. Sincerely, [redacted]

June 13, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your April 14, 2017, Renters insurance claim.   Unfortunately, [redacted], of our staff, was unsuccessful in her attempts to contact you regarding the...

matter.  Ms. [redacted] conducted an additional review of your claim with management and determined that no new information has been presented that would warrant a change in our coverage decision.  If you have additional questions, or wish to discuss this further, Ms. [redacted] remains available to assist you ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 12, 2018
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile claim.
After further review of the photographs you submitted, our Physical Damage Specialist concluded that the damage to the bumper is considered...

unrelated prior damage; therefore, coverage is not warranted.
Unfortunately, [redacted], of our staff, was unable to reach you and would like the opportunity to discuss this matter with you. You may contact Ms. [redacted] at ([redacted]-USAA ([redacted]), Extension [redacted] at your convenience.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA made no attempt to apologize for closing the account after sending an email and then mailing a check during holiday season which took three weeks to get to me.  They continue to insist that the electronic agreement covers their actions which it does not. The underwriting of the brokerage account is not consistent with the wording of the electronic communication agreement.  This is plainly clear in the attachments provided. Lastly, I have asked for records of proof showing the communication was sent via email.  This should be SMTP logs.  USAA is not even providing actual proof, they are simply making statements without providing evidence of their claims.  They have not shown where I signed the brokerage agreement as well.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The claim goes unresolved with a balance of 3900.00 owed on repairs by [redacted]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
USAA acted immediately and their customer service representatives are the best. 
Regards,
[redacted]

April 26, 2017
Mr[redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the handling of your claim. I regret any inconvenience this situation caused you.
Thank you for speaking with [redacted], of our staff, and confirming your...

concerns have been addressed. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 13, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding the August 15, 2017, homeowners claim.
Thank you for speaking with [redacted], of our staff, who explained the delays in getting an independent adjuster to inspect your property. She also discussed with you how the payment for your damages would be handled, and the limit that applies. Should you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply.
Sincerely,
[redacted]

June 28, 2017
Lieutenant [redacted], USA
Complaint ID #: [redacted]
Dear Lieutenant [redacted]:
I am responding to your submission regarding your automobile loss. We regret any frustration you may have experienced.
Thank you for speaking with [redacted], of our staff, who reviewed your...

claims service experience. I hope your conversation with Ms. [redacted] reassured you that your satisfaction is important to us and she remains available to assist with any additional questions you may have.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 23, 2015 Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. Aria: I am responding to your second submission regarding your homeowners claim. As previously mentioned, our records indicate that you are represented by an attorney and that you filed an inquiry with the Georgia Department of Insurance (DOI). Any concerns related to this claim will be addressed via the GA DOI. Thank you. Sincerely, [redacted] ...

Complaint: [redacted]
I am rejecting this response because: the conditions that brought on this complaint remain unchanged by USAA.
Regards,
[redacted]

October 15, 2015 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your USAA Secure Checking account. Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB) about this matter. We will respond to the...

CFPB accordingly. Thank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is BARELY satisfactory to me when it comes to the car seat issue. It is obviously that NO damage was caused to the car seats and that USAA failed in the other areas to serve its customer such as incorrectly adding $4,000 to my claim resulting in my claim being almost $6,000 which then caused an increase to my auto policy premium of $100 a month HOWEVER, once they realized they made a HUGE accounting error and removed the $4,000 they still left my premium increase - how does that make sense? It means that someone can go out and cause $6,000 worth of damage and another cause $1,200 and receive the SAME premium increase? This whole issue is unjust and USAA should be ashamed. How many other customers are they doing this to?
Regards,
[redacted]

December 31, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. Malone: I am responding to your submission regarding deposit holds. Our employees are expected to be courteous and informative, and I regret any frustration or inconvenience this matter has caused you. Funds deposited by...

remote deposit services, including USAA Deposit@Mobile® and USAA Easy Deposit®, may be subject to a hold. We reviewed your account and confirmed that holds were placed appropriately in accordance with the USAA Federal Savings Bank’s (FSB) Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com. The DAD states, “FSB will hold the funds for up to seven business days from the date of deposit. 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.” I understand that Albert Garcia, of our FSB staff, spoke with you about this matter. If you have any questions, Mr. [redacted] Thank you for your service to our country and for the opportunity to reply. Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The letter I received did not explain definitively why my auto insurance premium increased.One of the factors mentioned was driving record.  I need to know who provides you with my driving record.I also need to check it for accuracy.  You also mentioned a rating plan USAA files in each state.  Please provide me with a copy of this rating plan for the State of Florida. The letter mentioned "other" factors as well.  Please explain what other factors are.  Please explain definitively what factors are negatively impacting my auto insurance premiums. The letter did not explain which of many factors you considered has impacted my premium.  Please explain and provide additional information.Thank you in advance for your anticipated help.I request a written response to this complaint.Very respectfully,[redacted]      
Regards,
Oleg Yarin

March 5, 2018   Master Sergeant [redacted], ANG (Ret.) Complaint ID #: [redacted]
  Dear Sergeant [redacted]:   I am responding to your submission regarding your November 17, 2017, auto claim.  I regret any frustration this matter has caused you.   Thank you for...

speaking with [redacted], of our staff, who explained that on March 2, 2018, the vehicle title was located and the full settlement payment was issued to you.  If you have any other questions, Mr. [redacted] remains available to assist you.    We appreciate the opportunity to reply to you.    Sincerely,  
[redacted]

Complaint: [redacted]
I am rejecting this response because: I reached back out to USAA customer service representative [redacted] at the phone number she left me and she (nor anyone else from USAA) has returned my call. As stated in my letter to USAA's CEO and my messages to USAA customer service, I would like to know what action USAA will take to ensure adequate customer service for its customers in the future. I have asked for this multiple times, and none of the limited correspondence that I have received from USAA has addressed this. I have decided to leave USAA based on being lied to multiple times by USAA customer service representatives in regards to my claim in 2014 and how it was being handled, the incompetence of the agents assigned to my claim, having no action taken on my claim over six months, being treated unprofessionally by USAA customer service representatives, and having to file a claim with the Revdex.com to get any response from USAA in regards to the customer service that I received both during my claim and while inquiring about customer service going forward. I was willing to continue with the company if USAA could ensure adequate, courteous, and professional customer service going forward, but have been continually brushed off by the company. This is absolutely unacceptable. My family and many friends in the military community who are currently USAA members eagerly await USAA's response in regards to (a) what went wrong (and continues to go wrong) with the (lack of) customer service that I received from June 2014-present, and (b) what action USAA is going to take to ensure that its customers receive honest, professional, and good customer service going forward (which was, unfortunately, in no way my experience).
Regards,
[redacted]
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