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January 7, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your automobile claim. I regret any frustration you experienced as we strive to provide quality service and fair claims handling to our entire membership....

It is important to note that we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy and that USAA conducts business in keeping with our core values of service, loyalty, honesty, and integrity. The feedback you shared has been referred to the appropriate parties. Thank you for speaking with [redacted], of our staff, who verified that the personal property coverage, up to the automobile policy limit, has been provided. I understand that you have decided not to pursue a homeowners claim at this time. Should you have any further questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to review your concerns and respond to you. Sincerely, [redacted]

December 29, 2015
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB).  I regret the frustration you have experienced and appreciate the opportunity to clarify our...

position.
Our records reflect that on December 4 and December 5, 2015, a total of five checks were deposited into your joint deposit accounts via Deposit@Mobile®. This required the use of your confidential log-in credentials, which had not been changed. During this time, you validated debit card activity, and subsequently, you advised the FSB staff of your awareness of the deposits from a known person. 
According to the FSB's Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, "if FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may 'freeze' (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities." As such, an investigation was initiated, and your deposit accounts were placed in a credits-only status.
I understand you spoke with Hope Gallegos, of our staff, who thoroughly researched your concerns and explained that as a result of our investigation, we have determined that you are responsible for the account activity.  We show that your account access has been restored. Should you have any additional questions about this matter, Ms. [redacted] remains available to assist you.
Thank you for allowing us to review your feedback and reply to you. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It has now been four weeks since the accident and USAA seems to be doing nothing to resolve the situation.  It has been almost two weeks since my follow-up claim after I discovered additional damage while the car was in USAA possession.  Nothing has been done with that claim either.  Your response to me here is yet another attempt to stall this process.  I have been driving a rental car for four weeks and am no closer to a resolution that I was at the time of the accident.  This is unacceptable.  We need to come to an agreement on this claim and move on.
Regards,
[redacted]

August 16, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your request to cancel your USAA Federal Savings Bank (FSB) Signature Visa credit card.  I regret the inconvenience you experienced as we strive to...

provide quality service to our entire membership   Thank you for speaking with [redacted], of our staff.  I understand that your concerns were resolved and that you have chosen not to cancel your USAA FSB credit card.  I hope that your conversation with Mr. Garcia reassured you that your satisfaction is important to us.  If you have additional questions, he remains available to assist you.  We appreciate you allowing us to reply to you.    Sincerely,   [redacted]
  Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Complaint: [redacted]
I am rejecting this response because: I was informed by phone call from USAA that they reviewed my Revdex.com complaint and could not change their minds. I had no choice but to escalate my  complaint. Furthermore, A customer should not have to fight for the use of the product they bought and paid for...
Regards,
[redacted]

January 31, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your December 13, 2016, automobile claim. I regret the inconvenience this matter may have caused you.   [redacted], of our staff, was unsuccessful in...

her attempts to reach you to discuss the matter further; nonetheless, she conducted a thorough review of your claim and concerns. She determined that the appraiser noted in the claim file that the diagnostic testing you requested would not be covered unless the engine damage was deemed related to the automobile accident.   If you have any additional questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to respond.   Sincerely,   [redacted]

November 4, 2015[redacted]Complaint ID #: [redacted]Dear [redacted] I am responding to your submission regarding your property insurance. I apologize for the frustration and inconvenience this situation has caused you as we make every effort to ensure our members’...

policies are serviced and maintained efficiently and accurately.  Thank you for speaking with [redacted], of our staff, who confirmed that your written request to cancel your renters insurance policy, effective December 8, 2010, had not been processed.  As such, we have canceled the policy as originally requested, and the premium credit has been refunded.  Please note that while we acknowledge that an inadvertent error occurred, it is important to know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we reject your allegations of unethical and immoral business practices.  We appreciate the opportunity to review this matter and reply to you.  Should you have any additional questions, Ms. [redacted] remains available to assist you.   Sincerely,[redacted]

February 15, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding a fraud investigation. According to the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, "If FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may 'freeze' (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities." As such, an investigation was initiated, and the joint savings account you shared with Staff Sergeant DeAngelo J. Carr was placed in a credits-only status in November 2015. It is important to note that the status of your individual checking account was not changed or restricted. Our records reflect that, in accordance with the DAD, the funds in the joint savings account were used towards a debt that you or the joint account holder has with the FSB, and then the account was closed. Should you have further questions, [redacted], of our staff, remains available to discuss your joint savings account with you. We appreciate the opportunity to review your concerns again; however, with the absence of any new information, we consider this matter closed. Sincerely, [redacted]

September 5, 2017
Ms. [redacted]
Complaint ID #: 12339270
Dear Ms. [redacted]:
I am responding to your submission regarding your insurance billing.
Thank you for speaking with [redacted], of our staff, who addressed your concerns and advised the cancellation notice was sent...

correctly. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] My complaint has nothing whatsoever to do with the insurance quote, it has to do with the businesstaking extensive personal information to give the quote and then refusing to remove all my personalinformation from their computer system after I declined their insurance.

December 18, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]I am responding to your submission regarding your automobile claims.  We regret any inconvenience you experienced, and your feedback was shared appropriately as we are always seeking ways to...

improve how we do business.Thank you for speaking with [redacted], of our staff, who explained why a payment was not issued for the damage to the rental car.  As she advised, you may submit an invoice for the towing expense of your vehicle to be reviewed for reimbursement.  If you have additional questions, Ms. [redacted] remains available to assist you.  I appreciate you allowing us to reply to you.  Sincerely,[redacted]

December 6, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]   I am responding to your second submission regarding the hold placed on your recent deposit to your USAA Federal Savings Bank checking account.   We responded to your complaint on November 21, 2016.  Thank you for speaking with [redacted], of our staff, who reviewed the FSB’s position on deposit holds.  While we recognize that you disagree, we feel confident that the correct decision has been made.  If you have any other questions, Mr. Sapien remains available to assist you.   We appreciate the opportunity to review your concerns again; however, we consider this matter closed.   Sincerely,   [redacted]

October 19, 2016   Airman [redacted] Complaint ID #: [redacted]   Dear Airman [redacted]:   I am responding to your submission regarding your accounts with the USAA Federal Savings Bank.   Unfortunately, [redacted], of our staff, was unable to reach you by telephone and...

would like the opportunity to discuss this matter with you.  On July 19, 2016, three accounts were opened with USAA that generated an alert for possible fraudulent activity.  Our Fraud department left a voicemail message requesting that you contact USAA to discuss the account.  A review of your account was performed at that time and it was determined that USAA would exercise its right to no longer continue to do business with you based on the possible fraudulent activity.  However, after further investigation, this decision has since been overturned.   I apologize that we did not meet your service expectations as we make every effort to ensure our members’ accounts are serviced and maintained efficiently and accurately.  Coaching has been provided to those involved to ensure other members do not have a similar experience.  Please also know that your situation was shared with our management team as we are continuously seeking ways to improve how we do business.   Airman [redacted], we have not yet issued your refund since your membership has been reinstated.  Currently, we are awaiting your call back to determine how you would like to proceed with your funds. Should you have any questions or concerns, Ms. [redacted] remains available to assist you and can be reached at [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

February 9, 2016 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank. Thank you for taking the time to speak with [redacted], of our staff, about your account. I understand...

she advised you of the requirements to increase the credit limit on your credit card account, as well as what we need in writing to cease the calls you are receiving. Should you have any additional questions, Ms. [redacted] remains available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

[redacted]
[redacted]
[redacted]
[redacted]
I am responding to your submission regarding your March 13, 2016, homeowners claim.
Our records confirm that you filed an inquiry with the [redacted] State Office of the Insurance...

Commissioner (OIC).  We will respond to the [redacted] State OIC accordingly.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

November 29, 2016
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the joint consumer loan which was established with you as co-applicant and your ex-spouse as the primary borrower. I regret any frustration you have experienced...

as we strive to provide quality service to our entire membership.

We conducted a thorough review of the electronic loan application process and our records indicate that the appropriate procedures were followed. Additionally, on the same day the loan was approved, we sent a Consumer Loan Co-Applicant Notification to your primary email address advising you that a loan was finalized with you as co-applicant. As such, you were asked to guarantee the debt and agree to pay the full amount on the debt if the borrower does not pay. On March 1, 2016, you paid off the outstanding balance on the loan. On November 17, 2016, our fraud team concluded there were no signs of fraud; hence, you remain responsible for the loan. Based on the documentation we have, we are confident that the appropriate resolution has been rendered; therefore, we respectfully decline your request for reimbursement.
Ms. Simpson, please know that our core values of service, loyalty, honesty, and integrity are at the center of everything we do and we strongly disagree with your allegations of impropriety. We appreciate the opportunity to review this matter and to respond to you.
Sincerely,
[redacted]

January 19, 2018 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your membership eligibility with USAA.  USAA operates as a membership organization.  Membership is open to current and former military with a...

discharge type of “honorable,” and to their current and former dependents, including adult children and ex-spouses.  In order for a child to be eligible for membership, the parent must have joined USAA.  Our records indicate that on April 3, 2013, USAA profiles were established for both yourself and Mr. [redacted], but membership was not established at that time.  On March 5, 2016, military details were added online to Mr. [redacted]’s USAA profile.  This update qualified your family as eligible for membership, and soon after, property and casualty policies were issued along with bank products.   On September 5, 2017, an internal request was submitted to review eligibility for Mr. [redacted]; the dates of military service (1938-1972) did not correspond with Mr. [redacted]’s birth year, as sixteen of those military service years occurred prior to 1954.  Clearly, the information provided does not reflect military service records for Mr. [redacted].  Mr. [redacted] is not eligible for USAA membership based on the military information provided.  Membership cannot be extended unless either yourself or Mr. [redacted] can provide additional information clarifying how your family is eligible.  To maintain our status as membership insurers, we are required to apply our membership criteria in a uniform and consistent manner; therefore, we cannot grant an exception. We appreciate you allowing us to reply to you.   Sincerely,  [redacted]

October 18, 2017
Ms. [redacted]  
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your auto claim of July 24, 2017.
The feedback you shared regarding the handling of your claim was shared with the appropriate area, and we...

regret the frustration this matter caused you. [redacted], of our staff, was unable to reach you by phone to discuss your concerns. Nonetheless, on October 8, 2017, a payment was issued to you for the other half owed for the value of your vehicle. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that at this time, they are addressing the issue, but resolution has not been reached.
Regards,
[redacted]