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August 25, 2015 [redacted]
[redacted] Dear Ms. [redacted]:  I am responding to your submission regarding holds on your deposits.  We regret any frustration you experienced, and we appreciate the opportunity to clarify our actions.   It is important to...

note that the USAA Federal Savings Bank (FSB) acts and handles deposits in accordance with the FSB’s Depository Agreement and Disclosures (DAD), which is provided to all account holders at account opening and is available for your review on usaa.com.  The DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as Deposit@Mobile®, for up to seven business days from the date of deposit.  In some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant.   [redacted], of our staff, attempted to discuss this matter with you by telephone and verify that you received a courtesy refund on August 14, 2015, for two unrelated nonsufficient funds fees that you incurred.  To avoid holds and nonsufficient funds fees in the future, you may consider utilizing direct deposit or wire transfers and setting up overdraft protection.  Should you have any additional questions, Mr. [redacted] remains available and can be reached at [redacted]   Thank you for allowing us to research your concerns and to reply to you.   Sincerely, [redacted]

December 11, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your insurance policy and access to your account. I regret the frustration this situation caused you.
Thank you for speaking with members of our staff...

who addressed your concerns. As discussed, your insurance policy was cancelled effective November 30, 2017, and your account access was restored as it was determined you do not need to provide any documents. If you have additional questions regarding your cancelled insurance policy, [redacted], of our staff, remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

January 22, 2018 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the July 12, 2017, auto claim. [redacted], of our staff, was unsuccessful in reaching you to discuss your concerns. Ms. [redacted] reviewed the diminution in...

value (DIV) claim, including the third-party appraisal report.  She noted the report included a pre-loss and post-repair value, but did not explain by what process or manner the post-repair value was determined.  A Claims Service Manager confirmed that the report contained no new information that would affect the DIV settlement amount previously offered.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

June 14, 2017
Staff Sergeant [redacted], ARNG (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding the disputed actual cash value (ACV) associated with the May 1, 2017, automobile claim.
Many factors are taken into consideration when...

determining the ACV of a vehicle, such as the mileage, the options, and the condition of the vehicle prior to a loss. [redacted], of our staff, has requested an additional review of your concerns and a re-evaluation of the vehicle. Once that information is received, Ms. [redacted] will contact you accordingly.
We appreciate you allowing us to research your situation and reply to you. In the meantime, should you have any further questions, Ms. [redacted] remains available to assist you. She can be reached at ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted].
Sincerely,
[redacted]

January 5, 2018 Lieutenant Commander [redacted], USNComplaint ID #: [redacted] Dear Commander [redacted]: I am responding to your submission regarding the December 19, 2017, homeowners claim. Thank you for speaking with [redacted], of our staff, about your concerns.  I...

understand that another inspection of the roof is scheduled to confirm the underlying cause of the loss.  We ask that you continue to work closely with your adjuster until the claim is brought to resolution.  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.   Sincerely, [redacted]

June 3, 2016
 
Sergeant First Class [redacted], USA
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your submission regarding your request for a copy of your check.
 
I understand that [redacted], of our staff, reviewed your account,...

and verified a copy was mailed to you previously. After Ms. [redacted] posted a copy of the check to your online account, she spoke with you on May 18, 2016 and confirmed you received the copy of the official check.
 
We appreciate you allowing us to review this matter and to reply to you.
 
Sincerely,
 
[redacted]

December 29, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile claim.  Our employees are expected to respond promptly and appropriately to escalation requests, and I apologize that this was not your...

experience.   Thank you for speaking with [redacted], of our claims staff, who reviewed your concerns; and confirmed coaching has been provided to prevent a future occurrence. I hope your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, she can be reached at [redacted] Extension [redacted]. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

December 5, 2017   Specialist [redacted], USA Complaint ID #: [redacted]   Dear Specialist [redacted]:   I am responding to your submission regarding your auto insurance payment.  I regret any inconvenience this matter has caused you.   [redacted], of our staff, was...

unable to reach you to discuss your concerns; nonetheless, she reviewed your account thoroughly.  Ms. [redacted] determined that the billing process was executed correctly.  The statement showed the last installment payment of the expiring policy, and the renewing term of December 5, 2017.  As of December 4, 2017, no payment had been received for the due date of December 1, 2017, as the ACH payment was deleted.  If you have any other question, Ms. [redacted] remains available to assist you.            We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

March 6, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your USAA credit card accounts.   Thank you for speaking with [redacted], of our staff, who determined that two of the three credit card accounts are...

reporting incorrectly to the credit reporting agencies.  Mr. [redacted] submitted a request to update the reporting to show the two accounts were settled in full and to reflect a zero balance and zero past due.  Please allow up to 45 days for the credit reporting agencies to update.    We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

July 27, 2016   Specialist [redacted], USA Complaint ID #: [redacted]   Dear Specialist [redacted]:   I am responding to your second submission regarding your account with the USAA Federal Savings Bank (FSB).   We responded to your complaint on July 13, 2016.  Following a second review of the account activity, the FSB has confirmed you will remain liable for the negative balance in your account.  While we recognize that you disagree, we feel confident that the correct decision has been made, and we respectfully decline your request for compensation.   We appreciate the opportunity to review your concerns again; however, we consider this matter closed.   Sincerely,   [redacted]         This is an attempt to collect a consumer debt.  Any information obtained may be used for that            purpose.

July 14, 2017   Mr. [redacted]   Complaint ID #:  [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding property damage to the gate at ** [redacted] that occurred on June 24, 2017.   Thank you for speaking with...

[redacted] of our staff, on July 10, 2017.  Ms. [redacted] confirmed a payment of $350.00 was issued on July 7, 2017, payable to [redacted]    Our records show that before payment could be considered, we had to verify coverage for the non-owned vehicle and audit the estimate you presented. We paid the full amount of the estimate you submitted.  If you have additional questions, you can reach our Claims Department at ([redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted] Senior Member Relations Advisor

February 14, 2017
Mr. [redacted] Complaint ID #[redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your auto claim.
Our records confirm that you filed an inquiry with the Arizona Department of Insurance (DOI). We will respond to Arizona DOI...

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

August 7, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your accounts with the USAA Federal Savings Bank. Our employees are expected to be courteous and informative, and I regret if this was not your experience. While we recognize that you disagree with the information we have provided to you, we feel confident that the correct information has been relayed. No new details have been presented that would warrant a change in our initial response. Contact information for [redacted], of our staff, was provided to you in an email dated July 28, 2015, and he remains available to assist you. We ask that you speak with Mr. [redacted] to clarify your account status as the credit card account and the two consumer loans do not reflect as settled. Should you wish to receive the funds in your checking account via official check, please confirm this request and provide the mailing address in writing via the Revdex.com or to: [redacted]
[redacted]
[redacted] We appreciate the opportunity to review your concerns again. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC. This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose.

Complaint: [redacted]
I am rejecting this response because: The company renewed my policy without my permission. The representative I spoke with said that the company does not have to inform its policyholders that their policy will be renewed without their consent. I disagree. Please advise
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The response ignores the fact that I was granted a membership to USAA which I held for 20 years.  I did not definitively claim that my father was never a member or USAA, rather I said I was not sure.  I told USAA that I recollected providing them information about my father's service when I applied 20-years ago.  Most importantly, the response does not address why USAA effectively chose to revoke my membership after 20 years.  The customer-friendly thing to do would have been to honor my membership irrespective of what they maintained on file in their archives.While I no longer wish to communicate with USAA about this matter, I do not want this complaint to reflect that it was resolved to the satisfaction of the customer because it was not.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA is unable to confirm or deny a phone conversation with an insurance agent regarding updating my coverage after attempting to set up the policy online. While he did speak with the joint owner, that did not warrant an acceptance of the decision by myself or my joint owner. I feel USAA should reconsider this matter. While USAA, did investigate the issue, USAA is protecting it's financial institution versus being in the best interest of it's insured as required. 
Regards,
[redacted]

July 3, 2017
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 concerns. Should you have any additional questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

December 27, 2016
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your auto claim.
Our employees are expected to provide quality service, and we apologize that you did not receive a timely response to the information you provided....

Thank you for speaking with [redacted], of our staff, about your concerns. While we recognize that you disagree with the settlement offer, we believe this amount reflects the appropriate value of your vehicle. If you wish to discuss the settlement offer further, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

February 12, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding a payment made with your USAA Federal Saving Bank checking account.
Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau...

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

Sergeant [redacted] USA (Ret.)Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your second submission regarding a refund from your external bank. Thank you for speaking with [redacted], of our staff, and confirming that your external bank indicated they have not processed the payment to USAA and are working to resolve the issue.  As Mr. [redacted] advised, he remains your point of contact until this matter is concluded. We appreciate the opportunity to review your concerns again and respond.   Sincerely, [redacted]