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May 10, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding a deposit hold with the USAA Federal Savings Bank (FSB).
Our records confirm that you filed an inquiry with the Office of the Comptroller of the Currency...

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

June 9, 2017
Master Sergeant [redacted] USAF
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding your rental property insurance claim, as it relates to reimbursement for the fair rental value (FRV) on the property. I regret any...

frustration you experienced as we strive to provide quality service to our entire membership.
Thank you for speaking with [redacted], of our staff, who performed another review of your concerns. As she confirmed, a final offer of four months FRV has been approved by the Claims Service Director. Should you have further questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to review the matter and reply to you.
Sincerely,
[redacted]

September 29, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding the medical expenses related to your accident on March 9, 2013. Our claims staff will be following up with you and your providers to discuss this matter further. Sincerely, [redacted]

April 1, 2016 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted] I am responding to your submission regarding the February 29, 2016, automobile claim. I regret any frustration you experienced, and I understand that you spoke with [redacted]s, of our staff, and confirmed that...

your concerns have been addressed. Should you have any other questions, Ms. [redacted] remains available to assist you, and she can be reached at [redacted] Extension [redacted]. Thank you for the opportunity to reply. Sincerely, [redacted]

March 13, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the premium on your automobile insurance policy.
[redacted], of our staff, was unsuccessful in his attempts to speak with you. Nonetheless, he thoroughly...

reviewed your policy and confirmed that the appropriate rates have been applied. As a courtesy, the $15.00 late fee assessed to your account on February 20, 2017, was waived.
We appreciate the opportunity to reply. Should there be additional questions regarding this matter, Mr. [redacted] remains available to assist you.
Sincerely,
[redacted]

Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your feedback regarding your service experience requesting tow for your vehicle on September 20, 2017.
We reviewed the events that transpired and shared your experience with the appropriate area to learn...

from what occurred. Thank you for speaking with [redacted], of our staff, about this matter. As she explained, while we deeply regret your service experience, we must respectfully decline your request for compensation. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to review this matter and reply to you.
Sincerely,
[redacted]

January 23, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your February 20, 2014, and May 11, 2014, homeowners insurance claims, and your automobile and homeowners policy premiums. Our records confirm that you filed...

several inquiries with the Illinois Department of Insurance (DOI).  We responded to the DOI on December 13, 2016, and January 12, 2017.   We appreciate you allowing us to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:Will USAA provide a document every month in a different FORMAT than what the customer sees every month? No statements are provided via mail or via email linking a pdf form. The online system FORMAT should not confuse the customer by having a balance that does not correspond with the transaction. The balance on the line of the interest should reflect that it was not subtracted from the principal. Showing duplicate balances when there are 2 different transactions is confusing. Moreover, I am attaching a list of the inconsistent interest charged for 12 months. The first 6 months is extremely inconsistent. I need explanations for the documents I am uploading.
Regards,
[redacted]

March 22, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the replacement value of your home.   Our records confirm that you filed an inquiry with the Kentucky Department of Insurance (DOI).  We will respond...

to the Kentucky DOI accordingly.   Thank you for the opportunity to reply.   Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:From:     Since my last complaint, I was trying to find a new shop to send my car to after USAA has tried to place blame on that shop for delays, when it was USAA who told them to hold off. USAA gave me a list of 3 shops to call, after calling all 3 shops were more for body work and not capable of diagnosing an engine they said. Before shop fees started to accumulate at the current shop, I requested USAA tow the car back to my house. The morning of the day my car will be towed to my home, I get a call from a USAA claims manager saying that the car needs to go to a shop instead. On short notice, I tell USAA to tow them to another Subaru dealership that had a service manager that had tried to get ahold of USAA days prior about what diagnostics would be needed. He also agreed that given to time on this claim from the incident, it may be hard to find what USAA wants to find. I am out in town when I get a call from a tow truck driver telling me that he will be dropping my car off at my house soon. So, it didn't get sent to the new shop like I discussed with USAA literally 4 hours before. The car spends a couple more days at my house before it would be towed back to the shop it originally came from after not being able to get ahold of the service manager I was talking to, and currently talking to one who didn't seem like he wanted to deal with the headache in the first place. The car gets sent to the shop that it originally should have gone to days ago instead of the original shop. Finally with the car at the shop, I spend close to a week trying to talk to the right people to make them understand that with all the delays this may be hard for diagnosing water damage. Finally everyone understands, they say. The escalations manager, the claims manger and the representative all said they understand and were tearing apart the engine because they need to find out exactly what was broken in the engine and it would be have to be torn apart anyways for replacement. I was told, with the shop service manager on the phone, that USAA understands the delays on their part and aren't going to be looking to deny for water if not found at this point. I agree to the tear down, and a couple of weeks later I get a email on 6/15/17 saying my estimate for the claim is complete. The PDF they sent me made no sense. I called USAA and they couldn't make sense of it either. After being on hold for 20 minutes, they tell me the shop found no water damage from the teardown but the claim was still being looked at and more diagnosing can be done. I get a call back on 6/21/17 saying they found no water in the engine and won't be covering the claim. They said the oil had shavings in it and thats what caused my engine damage. They don't care what made the shavings occur in the first place. USAA has been so unorganized through this claim, they probably don't get that the oil they found shavings in isn't the original oil that the accident occurred in. That oil had been drained by the shop over a month before that when nothing was found. They give many other excuses on why they won't cover the claim. I talked to the shop and they say that USAA was trying to get them to cover the engine replacement. USAA has the nerve to attempt to blame that earlier in the claim, then try to get them to pay for all damages towards the end. The shop firmly tells them no and come to find out USAA decides not to cover me at all. Poor poor business for a company that I had much trust in before this claim. Will be pulling my assets out of all of USAA's services unless something gets resolved upon talking to the escalation's manager that I have been told would call me 2 business days ago.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:My vehicle did incur depreciation as the accident is now reported on the VIN. Furthermore, I do not have any emails to phone calls indicating Ricci was unable to reach me. The amount I am requesting is minimal and is based on findings of depreciation from several sources. I am not willing to settle the claim until my depreciation is included even if it is not the full value.Regards,
[redacted]

October 16, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile policy payment. Thank you for bringing this matter to our attention. Due to privacy laws in this state, [redacted], of our staff, attempted to reach you...

directly by telephone and email to address your concerns. Please contact Mr. [redacted] at your earliest convenience. He can be reached at [redacted] or [redacted] We appreciate the opportunity to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I am rejecting this response because: USAA continues to drag this process out. We have spoken to multiple attorneys involved in this VW lawsuit and have indicated that other insurance companies are cooperating and paying what the court has deemed the car to be worth & made reference that USAA is the worst company. We've been dealing with this issue for almost a month and there has been no real progress. 
Regards,
[redacted] & [redacted]

January 25, 2016 Technical Sergeant [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your automobile claim. I understand that Amy Hanson, of our staff, advised you that after further review, we determined the additional damage to your...

vehicle was related to the loss and that we issued a payment to you on January 13, 2016. If you have any other questions, [redacted] remains available to assist you at (210) 531-USAA (8722) or (800) 531-8722, Extension 61607. Thank you for allowing us to reply to you. Sincerely, [redacted]

February 27, 2018 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the January 11, 2018, auto claim. I understand you spoke with [redacted], of our Claims staff, about the total loss process, and reviewed the settlement...

options available.  Mr. [redacted] attempted to reach you by telephone earlier today, but was unsuccessful in reaching you to discuss a resolution to your concerns. If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

March 30, 2018   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding the cancelation of your USAA insurance policies.   Thank you for speaking with [redacted], of our staff, who reviewed your account and explained that the...

cancelation of your policies was valid.  Per your request, Mr. [redacted] initiated a new auto insurance policy for you effective March 30, 2018.  If you have any additional questions, Mr. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

March 2, 2016
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your mortgage loan.  We apologize if your service experience did not meet the level of service you have come to expect and deserve from...

USAA.
The USAA Federal Savings Bank (FSB) complies with all applicable banking regulations and with our core values of service, loyalty, honesty, and integrity. [redacted], of our staff, conducted a thorough review of your account and confirmed that the FSB processed your mortgage loan in accordance with applicable banking regulations.  Additionally, Dovenmuehle Mortgage, Inc. (DMI), sub-servicer of the loan, disbursed property tax payments, analyzed the escrow account, and assessed late fees appropriately.  Therefore, we respectfully disagree with your allegations of wrongdoing.
I understand that Ms. [redacted] sent a detailed email response to you on February 11, 2016, and spoke with you by telephone the next day to discuss your concerns and to explain the events that transpired.  As you know, DMI will distribute the escrow account shortage over a period of 36 months beginning with the March 2016 payment.
[redacted] we regret any inconvenience this matter may have caused you. If you have additional questions, Ms. [redacted] remains available to assist you.  Thank you for allowing us to review your concerns, resolve the situation, and respond.
Sincerely,
[redacted]

November 1, 2016   Chief [redacted], USN (Ret.) Complaint ID #: [redacted]   Dear Chief [redacted]:   I am responding to your submission regarding homeowners insurance wind and hail deductible.   Thank you for speaking with [redacted], of our staff, who discussed your...

concerns.  As she discussed, the 2% deductible on damage from wind or hail is the standard deductible that USAA offers in your area.  Our research indicates that the 2% deductible has been in place since the inception of the policy in 2012. USAA believes that our members share a responsibility to review their policy paperwork for any concerns or questions that may arise.  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 this resolution is satisfactory to me.
Hi,Please be advised that USAA has exceeded my expectations in resolving this complaint and I wish to drop it.Thank you,[redacted]...

[redacted]

Complaint: [redacted]
I am rejecting this response because:  [redacted] did not pay up 1,[redacted].00 for an injury claim as I did not file an injury claim.  They paid 1,[redacted].00 for lost CD's and case and time missed from work.  They did in fact pay 610.00 for replacement glasses.  The accident occurred on July 11, so they did not pay anything on July 9th, don't know where that date came from.  There has been no settlement for the value of the car or loss of use of the car.  The two major points of contention remain - the value of the Honda extended 125,000 warranty due to a rebuilt engine, the value of the rebuilt engine and the value of new tires versus "good" tires.  The car had over 35,000 miles left on the engine warranty.  [redacted] gives practically no value for that.  They also stated that they do not pay for retailer profit.  In other words, they expect us to accept wholesale value and we have to replace the car at retail value at a loss to us.  Regards,[redacted]
  Our records confirm that you filed an inquiry with the North Carolina Department of Insurance (DOI). As such, we responded to the DOI on August 10, 2017, with a detailed explanation and an updated status of the claim. As noted in the response, the loss settlement was extended in the amount of $14,084.12. Additionally, on July 9, 2017, a payment of $1,[redacted].00 was issued for your injury claim, and $610.00 was issued for your glasses. As duly noted in our response, the claim for the compact discs is still under review. Should you have additional questions, you may contact Claims Service Manager [redacted] at ([redacted]) [redacted] ([redacted]) or ([redacted]) [redacted], Extension [redacted]. 
Regards,
[redacted]