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July 3, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your second submission regarding your automobile claim Thank you for speaking with [redacted] , of our staff, who addressed your concernsShould you have any additional questions, Mr [redacted] remains available to assist you We appreciate the opportunity to review your concerns again 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 acceptable, not satisfactory, to me Various notes and indicators were placed on my account as Mr [redacted] indicated; these have been removed and subsequently no further issues have occurred I am still not fully satisfied with the lack of customer service and the practices of USAA I am looking to move my business elsewhere Regards, [redacted] ***

[redacted] Complaint ID # Dear Dr [redacted] : This is in response to your inquiry regarding your recent automobile claim and coverage concerns We regret any frustration you may have experienced in the handling of your loss We expect our employees and alliance partners to maintain the tradition of service our members deserve and have come to expect from USAAOur review identified opportunities for improved claims communication and service We have addressed these issues with the individuals involved to ensure improved performance in future situations Our review of your automobile insurance coverage indicates that you elected not to add the Rental Reimbursement Endorsement on your current vehicle We also found that it was not included on your previous vehicle If you would like to add Rental Reimbursement Coverage to your automobile policy, please contact one of our Member Service Representatives at [redacted] I understand [redacted] , of our Advocacy Resolution Team, spoke with you briefly regarding your concerns Should you have additional questions regarding this matter, Ms [redacted] remains available to assist you, and can be reached at [redacted] , [redacted] Dr [redacted] , we appreciate the opportunity to review this matter and address your concerns Sincerely, [redacted] ***

July 6, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your December 2, 2016, renters insurance claim and I regret any frustration this matter may have caused Unfortunately, [redacted] ***, of our staff, was unsuccessful in her attempts to contact you to discuss your concerns Currently, our records indicate that payment for your medical equipment was processed on June 23, Thank you for your patience as we worked to resolve the matter Should you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

January 22, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the September 30, 2017, auto claimThank you for speaking with [redacted] , of our staff, who confirmed that a payment was returned by the repair facility, but was not reissued We regret any frustration or inconvenience this situation caused, and your feedback has been shared with the appropriate parties A check was mailed to you on January 18, 2018, for the amount originally authorized to the repair facilityIf you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted]

August 29, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your automobile claim I regret any frustration this matter may have caused Thank you for speaking with [redacted] of our staff, who discussed your concerns A diagnostic test confirmed the CD player malfunction was related to the accident, and supplement payments will be issued once the needed information is received from your shop of choiceOur records indicate that payment for your rental car was issued on August 16, If you have additional questions, Ms [redacted] remains available to assist you at (***) [redacted] or (***) [redacted] at extension *** We appreciate you allowing us to reply to you Sincerely, [redacted]

July 28, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your diminution in value (DIV) claim [redacted] ***, of our claims staff, conducted a thorough review of the DIV settlement and determined there was no change 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 look into this matter and to respond If you have any further questions, please contact MrWareSincerely, [redacted]

December 15, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your homeowners insurance policy billingThank you for speaking with [redacted] , of our staff, about your concerns As Mr [redacted] advised, USAA was unable to non-renew homeowners policies in Cook County due to a mandatory moratorium in effect from July until September 30, Following the cancellation of the policy, the unearned premium was refunded to the policy holder as required by state lawWe regret any frustration or inconvenience you experienced as a result of this matter; however, we must respectfully decline your request to credit your homeowners policy for the refunded amount If you have additional questions, Mr [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: On Thursday, I received a call from Mr [redacted] , a Service Advisor, at Camping World He informed me that USAA, had contacted him and requested a supplement report He further stated he had no idea why they were requesting a supplement report During my conversation with Mr***, I specifically requested a written response if they denied payment for any item(s) listed on the Camping World estimate Regards, [redacted]

March 23, Chief Warrant Officer [redacted] ARNG Complaint ID #: [redacted] Dear Chief ***: I am responding to your submission regarding the February 17, 2018, automobile claim Thank you for speaking with [redacted] , of our staff, who confirmed a second fuel sample will be secured from the shop for testing We identified an opportunity regarding the explanation of the timeline for the appraisal process and obtaining the fuel sample If you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

March 1, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding the handling of your automobile claim Our records confirm that you filed an inquiry with the Florida Department of Financial Services (FDOFS)We will respond to the FDOFS accordingly Thank you for the opportunity to reply Sincerely, [redacted] ***

June 29, Staff Sergeant [redacted] , USA (Ret.)Complaint ID #: [redacted] Dear Staff Sergeant [redacted] : I am responding to your submission regarding your May 3, 2017, homeowners insurance claim I regret any frustration or inconvenience this matter has caused youOur research indicates that although there is damage to your roof, it is not storm related Two separate inspections showed that the damage was related to improper installation An engineer inspection was recommended; however, I understand you declined to allow this To proceed with the claim the engineer inspection must be completed If you have any additional questions, we remain available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted]

August 2, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your auto insurance billing Unfortunately, [redacted] , of our staff, was unable to contact you by phone to address your concernsNonetheless, he completed a thorough review of your account and confirmed a system error did not take the storage coverage discount into effectBe assured we corrected the error and adjusted your billingPlease know that USAA employees act in accordance with our core values of service, loyalty, honesty, and integrity, and we disagree with your allegation of wrongdoingIf you have additional questions, MrFernandez remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

August 4, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding an inquiry on your automobile policy Thank you for speaking with Efrain [redacted] , of our staff, regarding your service experienceAs Mr [redacted] explained, a credit will be applied to your automobile insurance accountShould you have any further questions, Mr [redacted] remains available to assist youHe can be reached at ***-***-***, Extension ***Thank you with providing us with an opportunity to respond to you Sincerely, [redacted] ***

February 17, [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding fees you were charged related to a transaction made on your USAA Federal Savings Bank checking account We strive to provide quality service, and I regret any concern this matter caused you I understand that [redacted] , of our staff, was unable to reach you to discuss your concerns As a courtesy, the remaining three NSF fees were refunded in the amount of $ If you have any further questions about this matter, [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

August 18, Mr [redacted] Complaint ID #: Dear Mr***: I am responding to your submission regarding the cancellation and subsequent reinstatement of your automobile insurance policy Thank you for speaking with [redacted] ***, of our staff, who thoroughly reviewed your concerns, reinstated the policy, and discussed the automated payment planAs a courtesy, he also waived the return payment feeI hope your conversation helped to reassure you that your satisfaction is important to usIf you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

October 11, [redacted] Complaint ID #: [redacted] Dear Senior [redacted] : I am responding to your submission regarding an advertised premium savings for securing a Life insurance policyWe regret any frustration or inconvenience we may have caused you [redacted] , of our staff, was unsuccessful in his attempts to speak with youHe thoroughly reviewed your account and confirmed that a multi policy credit of $will be applied to your Renters Policy renewal premium effective January 26, This information is available to you onlineUnder the Auto Insurance Account Summary page, click on the tab for “Want a Lower Premium?” The Multi-Product Savings Calculator shows a current savings of $and a new estimated savings of $The $additional savings is for obtaining your new Life policy, and it will be applied on the January 26, 2018, Renters policy renewalShould you have additional questions regarding this matter, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

August 17, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your diminution in value (DIV) claim Thank you for speaking with [redacted] ***, of our staff, who looked into your concernsAs he explained, a subsequent review of your DIV claim was conducted, and a revised amount of $was determinedWhile we understand that this is not the outcome you were expecting, we are confident that the correct decision has been made Thank you for allowing us the opportunity to reply to you Sincerely, [redacted] ***

March 29, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your automobile policy I regret any difficulty or inconvenience you experienced as we strive to provide quality service Thank you for speaking with [redacted] , of our staff, who confirmed that changes to your coverage limits must be submitted by completing the Uninsured Motorists (UM) Coverage Bodily Injury Rejection/Selection form and selecting only one of the UM Limits Our records indicate that we could not make your requested changes as multiple limits were selected on the form you recently submitted I understand that Ms [redacted] offered to guide you on how to complete the form on usaa.com or by fax; however, you declined Should you reconsider or if you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

[redacted] I am responding to your submission regarding the auto claim on your Honda OdysseyI regret any frustration you experienced as we strive to provide quality service to our entire membershipWe have addressed this matter with those involved to prevent a future occurrenceI understand you spoke with [redacted] , of our staff, who offered to look into your concernsIn agreeing to re-inspect your vehicle, he informed you that any decision on the vehicle’s reparability would be made upon review of the findingsWhen you have chosen a shop for the inspection, please contact Mr [redacted] to make arrangements to provide us the opportunity to re-inspect your vehicleWe appreciate you allowing us to reply to youSincerely, [redacted] ***