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July 29, 2016   Sergeant First Class [redacted], USAR (Ret.) Complaint ID #: [redacted]   Dear Sergeant [redacted]:   Thank you for writing regarding your customer service experience and your access to the USAA Member Community and Facebook.   We responded to your concerns...

under separate cover on July 29, 2016.    We appreciate the opportunity to reply to you.   Sincerely,   [redacted]

January 13, 2016
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your second submission regarding your renters claim.
We responded to your complaint on December 31, 2015.  I understand that you have since spoken with your adjuster, who advised you of the additional information required to continue your claim.    
Sincerely,
[redacted]

September 4, 2015 [redacted]
[redacted] Dear Mr. [redacted]:  I am responding to your submission regarding the replacement cost for your [redacted] homeowners loss on January 6, 2015.   Our records confirm that you filed an inquiry with the [redacted]...

Insurance Department (WID) regarding this matter.  We will respond to the WID accordingly.   Thank you.   Sincerely, [redacted]

February 1, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding auto insurance policy.   Thank you for speaking with [redacted], of our staff, who accommodated your request.  I hope that your...

conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 9, 2018
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted] 
I am responding to your request to remove your personal information from our records. I regret any concern this matter may have caused you.
Because USAA is a membership-based company, it is necessary...

for us to obtain certain personal information to help determine if an individual meets our membership eligibility guidelines. Once information is provided for business purposes, it becomes part of our business records, and we are required to retain that information in accordance with our retention guidelines.
[redacted], of our staff, was unsuccessful in her attempts to speak with you. However, she has taken the appropriate action to ensure your telephone number has been removed from our system. We have updated our records so that marketing materials will not be sent to you. Please note that you may receive USAA mailings within the next four to six weeks as marketing pieces are usually scheduled and prepared prior to the actual mail dates.
Mr. [redacted] please know that safeguarding your personal information remains our top priority. We appreciate you giving us an opportunity to explain our position and allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am rejecting this response because: we still haven't received a letter.  Talking directly to an adjustors has done nothing up to this point - I don't see how that's going to change. I have been looking for an attorney in this matter.  
Regards,
[redacted]

November 17, 2015Ms. [redacted]. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your submission regarding your international wire requests.  I regret the inconvenience and frustration this matter caused you.In order for USAA to process an incoming international wire transfer, the...

wire must include the name, address, and account number of the recipient.  Thank you for speaking with [redacted] of our staff, who confirmed that both wire transfers were missing the required information and were therefore returned.  We appreciate your feedback regarding notifying our members in the event a wire is returned as we are always looking for ways to improve how we do business.  I understand that as a courtesy, Ms. [redacted] refunded [redacted] $109.66 in fees to his USAA checking account and that she suggested that you file an amendment with the financial institution which initiated the second wire while you await the funds to be returned to you.  [redacted], of our staff, sent you an email message providing her contact information in an effort to address your concerns.  Should you have any further questions, she remains available to assist you and can be reached at [redacted]  Thank you for allowing us to reply to you.  Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: These people are con artists. I do not have any auto policy with them. My autos are insured elsewhere. An enquiry for cost is not a sale. I have maintained my auto policy non-stop for several years with my same carrier. What kind of thorough review is that? These people are crazy. I need this foolishness to not affect my  credit score. I am easy to be reached. My cell phone is: [redacted]. I have returned a call with not response. REALLY !!! This foolishness needs to stop and this false balance adjusted back to zero.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The mechanical damage to vehicle was caused by the tow truck driver that USAA contracted to move the vehicle from my driveway to a car repair shop. I advised tow truck to NOT start the vehicle, he ignored my request and drove it onto the truck. USAA's affiliate requested photographs of the engine to determine the condition of said engine. The engine needed to be disassembled by the repair shop for them to provide the photographs and I was told they would pay for the cost incurred. They have refused to pay for the cost of obtaining the photographs that they demanded. USAA has dragged this investigation out for 7 months.  I was a commissioned officer in the U.S. Army with 42 years of total service and I have never been treated so poorly.
Regards,
[redacted]

January 22, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding the collision coverage on your vehicle financed by USAA Federal Savings Bank (FSB). Thank you for speaking with Brandy Edwards, of our FSB staff, who verified that the...

FSB, as your lien holder, is not responsible for ensuring that you maintain collision coverage. Our records confirm that you filed an inquiry with the Colorado Division of Insurance. We will respond to Colorado Division of Insurance accordingly. We appreciate the opportunity to review your concerns. Sincerely, [redacted]

February 1, 2016 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile claim. Our employees are expected to respond to claims correspondence in a timely manner, and I apologize for any frustration you may have...

experienced. I understand that [redacted], of our staff, was not afforded the opportunity to discuss your concerns. Nonetheless, Ms. [redacted] thoroughly reviewed your claim and confirmed that your accident is a collision loss based on witness testimony that you shared stating another vehicle hit your vehicle. As indicated in the auto policy, “’Collision’ means the impact with an object and includes upset of a vehicle. Loss caused by the following is covered under Comprehensive Coverage and is not considered collision: fire, missiles or falling objects; hail, water or flood; malicious mischief or vandalism; theft or larceny; riot or civil commotion; explosion or earthquake; contact with bird or animal; windstorm; or breakage of window glass…” Please be advised that you may use a shop of your choice for the repairs to your vehicle. Should you have any further questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

August 20, 2015 [redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your joint deposit account with the USAA Federal Savings Bank. Thank you for speaking with [redacted], of our staff, about your concerns. Following a...

thorough review of the account activity, Mr. [redacted] was able to advise you how we confirmed your son, the joint account holder, willingly participated in the activity. As such, both you and your son remain responsible for the negative balance. Should you have any further questions, Mr. [redacted] remains available to assist you, and he can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

April 11, 2018
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your experiences with USAA.
I understand you spoke with [redacted] of our staff, and I hope the conversation reassured you that your satisfaction is important to us. Please know that Mr. [redacted] remains available should you need any further assistance.
We appreciate you giving us another opportunity to reply.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

October 22, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your son’s loan, which listed you as a co applicant. Thank you for speaking with [redacted], of our staff, who confirmed...

that the processing of the loan was handled correctly and that the appropriate disclosures granting permission to be added as a co-applicant was completed. We respectfully decline your request to remove your name from the loan and to rescind corresponding information from your credit report. Please know that we follow all applicable regulations and act in line with our core values of service, loyalty, honesty, and integrity. Should you have any further questions, Ms. Montemayor remains available to assist you. Thank you for 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: everything sent to me falls outside of my insurance policy. I have never asked for it to be dollar for dollar, however not everything has been included. Items that are performance modifications are being listed as regular maintenance. The results are being conducted outside of what is written in my insurance policy. I have been denied access to any sort of inspection form of the compatible vehicles and they are unvarifiable as they no longer exist on the market and none exist in my state. I have a custom equipment as part of my insurance and parts are being itemized as regular maintenance or a term "personal preference" that is unable to be defined to me. I have also been denied access to any sort of what is classified as what and why. This company is operating outside of what is written in my auto policy. I am aware that CCC one has been involved in many lawsuits for undercutting total loss for insurance companies. This has now entered the realm of a bad faith policy, I have submitted everything necessary and my custom equipment meets the definition in my policy and is excluded or placed into regular maintenance even if it is a performance modifications. They have not properly followed the policy in valuing my vehicle once they do if I disagree the appraisal clause will then be needed.
Regards,
[redacted]

September 9, 2016 [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the convenience checks tied to your USAA credit card account.   [redacted], of our staff, was unsuccessful in her attempts to contact you by...

telephone.  Nonetheless, a thorough review of this issue revealed that proper terms were provided with the pre-selected offer and available online at the inception of the account.  Our research found that you were accurately informed of the timeframe to utilize a convenience check to obtain the promotion.  If you have any other questions, Ms. [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.

June 29, 2017 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...

you. Our 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 you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

October 16, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your third submission regarding your July 9, 2015, automobile claim. Thank you for bringing this matter to our attention again. [redacted], of our staff, has spoken with you regarding the information required to resolve your claim. If you have any further questions, Mr. [redacted], of our staff, remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted]