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March 8, 2018
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile claim. We regret any frustration you may have experienced as we strive to provide quality service.
Thank you for speaking with [redacted] of...

our staff, who thoroughly reviewed the matter and addressed your concerns.
We appreciate the opportunity to reply.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 1. I was never contacted on the 15th. There's no call, voicemail or email from them. This is the reason why I requested to be contacted by email. I've been dealing with lies from this person and others from this company. As you can tell with the rewording they basically sat on this. I called on the 15th and left a message.2. I'm not sure who you think you are ms [redacted] whatever. But according to the buttons down below this subject is not closed. This my money and you nor your company is going to bully me. You're a poor rep for USAA. I'm going to make this situation and my treatment by your company publicly known. It's not a threat I'm just tire of the treatment and lies that you have displayed here and others have displayed. I've been with your company for how long now?3. You basically ignored my response and gave me generalized crap. Again, please read this... and contact me at [redacted].
Regards,
[redacted]

December 11, 2015Ms. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your second submission regarding your automobile insurance premium.We responded to your complaint on November 19, 2015.  Our records indicate that USAA recovered settlement of the damages from the adverse insurance carrier on September 3, 2015.  However, as indicated in our response, this would not reinstate the Premier Driver Discount.  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 response.  It is important to know that we adhere to all applicable regulations and act in accordance with our core values of service, loyalty, honesty, and integrity, and we disagree with your allegations of wrongdoing.  We appreciate the opportunity to review your concerns again; however, we consider this matter closed.   Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was never notified of my account with my money being held. Also, your company was negligent in their "investigation" and with the lack of information and false information provided to my husband when his account was hacked. You have now not only caused us financial distress but refuse to give us the opportunity to prove your wrongness. USAA claims to be at such a high standard but that's only when things are not being tested. Fraudulent activity was noticed by no one and my husband woman informed that it was a "annual review " of his account when he initially contacted the company which by the way was a false statement. 
Regards,
[redacted]

October 27, 2017
Sergeant [redacted], USA
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding your change in rank related to your automobile policy premiums.
[redacted], of our staff, completed a thorough review of your account. He...

confirmed that the change in your rank, company placement, policy adjustments, and rating factors led to a decrease in affected your premium. Mr. [redacted] was unable to identify an instance in which you notified us of your change in rank. Therefore, we must respectfully decline your request to back date the change and provide any resulting credit.
Sergeant [redacted], we appreciate you allowing us to reply to you. Should you have any further questions, Mr. [redacted] remains available and can be reached at ([redacted]) [redacted] or (800) [redacted], Extension [redacted].
Sincerely,
[redacted]

[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your Career Starter loan.  Please accept my apology for the frustration and inconvenience you experienced as a result of this matter.
Thank you...

for taking the time to speak with [redacted], of our staff, regarding your concerns.  The decision was made to reactivate your loan; however, a payment must be made before it can be opened.  Once the loan is reactivated, I understand you will resume making your normal scheduled payments.  In addition, a request was submitted to the credit reporting agencies to remove the derogatory reporting from your credit report.  Should you have any additional questions, Ms. [redacted] or [redacted], also of our staff, remain available to assist you and can be reached at [redacted] or [redacted], respectively.
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

November 22, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your insurance billing.
We responded to your complaint on November 14, 2017. While we recognize that you disagree, no new information has been presented that would warrant a change in our position. Please note that $116.94 remains due for your auto policy. In addition, the information you requested was sent to you separately. You can also view your account statements and notices online.
Thank you for the opportunity to review your concerns again.
Sincerely,
[redacted]

January 19, 2018
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile claim.
We are aware that you are represented by an attorney. The adjuster is working with your attorney to bring this claim to an appropriate...

resolution.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: That's not what [redacted] @ [redacted] told me. It's still a finger pointing situation!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have proof that a third charge was made for the insurance and cause an over draft for a second time. Also usaa is also now charging me an additional  fee for the payment going through
[redacted]

August 9, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your insurance policy payment.  I apologize that we did not meet your service expectations as we strive to provide quality service to our entire membership....

  Unfortunately, [redacted], of our staff, was unsuccessful in her attempts to reach you by telephone and would like the opportunity to discuss this matter with you.  Our records indicate that we mailed a letter to you dated July 27, 2016, to confirm receipt of your payment to clear the uncollected charges on your account.  Ms. [redacted] remains available to assist you and can be reached at ([redacted]) [redacted]-USAA ([redacted]) or ([redacted]) [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your February 15, 2017, automobile claim.
Thank you for speaking with [redacted], of our staff, who confirmed the claim would be updated to show as “Report Purposes...

Only.” Please allow up to 45 days for updates to be reflected on LexisNexis’ Comprehensive Loss Underwriting Exchange (CLUE) report. As you requested, your automobile policy will be canceled as of 12:01 a.m. on March 17, 2017. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
I am responding to your second submission regarding your automobile claim.
We responded to your complaint on March 24, 2016.  As Mr. [redacted] advised, an adjuster has been in contact with your repair shop and confirmed that they understand the appraisal and supplement process.  Please be advised that payment has not been denied, and our claims staff is continuing to investigate the claim.  Should you have any further questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to review your concerns again and to respond to you. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Retaliation by business.  Credit card gets suddenly declined on every purchase, despite paying balance in full monthly.
Regards,
[redacted]

November 7, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the nonrenewal of your auto insurance policy.   Thank you for speaking with [redacted], of our staff, who confirmed that your auto...

insurance policy was not renewed due to your driving activity and that the appropriate legal notice was sent to your address on file.  Ms. [redacted] also reviewed the Comprehensive Loss Underwriting Exchange (CLUE) report from LexisNexis and verified that the incident in question reflects as an unassigned operator accident.  Therefore, an adjustment to the CLUE report is not needed. If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 7, 2018   First Sergeant [redacted] L. [redacted], ARNG Complaint ID #: [redacted]   Dear First Sergeant [redacted]:   I am responding to your second submission regarding your homeowners claim.   The engineer found the portion of the roof repaired by the property direct repair program (PDRP) was sound and that wind driven rain intruded through a portion of the roof not repaired by the PDRP.  That area of the roof had workmanship deficiencies not associated with the PDRP.  Additional interior damage from an air conditioning condensate line was identified and a separate claim would need to be created to properly address this. The total amount owed for the interior damage was issued to you on March 2, 2018.         We respectfully deny your allegations of wrongdoing.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 23, 2018   Master Sergeant [redacted], USA Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your request to purchase insurance with USAA.   Thank you for speaking with [redacted], of our staff, who was able to...

accommodate your request and establish an auto policy for you.  I hope that your conversation with Ms. [redacted]eassured you that your satisfaction is important to us.  If you have additional questions, Ms. [redacted]emains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

April 24, 2018
Mr. [redacted]  Complaint ID #: [redacted]
 Dear Mr. [redacted]:
I am responding to your submission regarding your USAA insurance policies.
Thank you for speaking with [redacted] of our staff, about this matter. If you have additional questions, Ms[redacted]...

remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

February 22, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the premium payments related to your personal automobile insurance policy effective October 9, 2015, to April 9, 2016.
Our records show that after you established...

special payment arrangements (SPA), a December 16, 2015, statement was sent to you indicating payments of $133.88 would be deducted on December 31, 2015, and January 15, 2016, and the payments were deducted on those dates.  However, when a policy adjustment increased the premium effective January 12, 2016, the SPA ceased, and a statement was sent to you on January 18, 2016, that showed $333.91 would be automatically debited from your external bank account on February 9, 2016.
When we spoke with you on February 10, 2016, we explained what had occurred.  Subsequently, after the payment was declined by the external bank as “transaction not authorized,” the funds were returned.  Please note the February 17, 2016, billing statement reflects the balance owed after the policy was canceled at your request.
Although we respectfully disagree with your allegations of impropriety, your service experience was shared with the appropriate areas. While USAA has not assessed any late fees to your automobile insurance policy since September 2015, if any external charges were assessed related to the February 9, 2016, payment, please submit documentation to [redacted], of our staff, for consideration.
We appreciate the opportunity to review the events that transpired, clarify our position, and reply.
Sincerely,
[redacted]

May 9, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your Platinum Visa® credit card with the USAA Savings Bank and I regret any frustration this matter may have caused you.   Thank you for speaking with...

[redacted], of our staff, who discussed your concerns.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  As he mentioned, the balance from your MasterCard was transferred to your Visa, along with a refund of $297.28 for the interest accrued to date.  Additionally, a request was submitted to remove any adverse reporting to the credit bureaus.  If you have additional questions, Mr. [redacted] 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.