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August 9, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: 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 (***) ***-USAA (***) or (***) ***-***, Extension *** We appreciate you allowing us to reply to you Sincerely, [redacted]

February 20, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] I am responding to your submission regarding tort coverage for your Pennsylvania auto insurance policy Thank you for speaking with [redacted] , of our staff, who confirmed the Tort Selection Option Form was not returned within days of policy issuanceAs a result, your policy reverted to full tort coverage as of the issuance date, and the policy premium was adjusted accordingly On February 6, 2018, you electronically signed the required form via usaa.com, and the coverage was changed to limited tort Mr [redacted] confirmed the premium refunded was accurate based on your request to cancel the policy effective February 7, If you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: It’s not clear to me why you will not change your decision based in all the facts presentedWhat’s not clear to you? The pictures or the police report?Is there a law or regulations that states it’s ok for the neighbor’s tree to fall into my backyard do damages and the neighbor is not responsible? Regards, [redacted] ***

October 11, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding the handling of your automobile insurance policy Thank you for speaking with [redacted] , of our staff, who explained what transpired on your account and payment arrangements were discussed If you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

December 1, 2015Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] :I am responding to your submission regarding your July 4, 2013, automobile claim We regret any frustration you have experienced as we strive to provide quality service and fair claims handling to our entire membership[redacted] , of our staff, was unsuccessful in her attempts to reach you to discuss your concerns Nonetheless, Ms [redacted] completed a thorough review of our handling of the medical expenses related to your claim On February 12, 2015, we received a call from a healthcare provider, and the USAA claims adjuster confirmed there was an open medical payments claim; however, pre-authorization was not provided, which was also understood by the healthcare provider On April 21, 2015, your attorney was advised of the one-year statute of limitations for medical payments and a copy of the policy was sent to his office via fax As no error was identified, we must respectfully decline your request to pay for the MRI Mrs [redacted] , we appreciate the opportunity to review the matter and to respond to you Sincerely, [redacted]

August 4, Mr [redacted] * [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your second submission regarding your July 9, 2016, auto claim We responded to your complaint on August 2, [redacted] , of our staff, will continue to remain available during your claims process should you have any questions We appreciate the opportunity to review your concerns again Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I have continuously reached out to USAA by phone, using the contact numbers from the claim statementHowever, it has been over weeks since I have spoken with any representative from USAAI was told by phone two weeks ago prior to the request of this correspondence that USAA will conduct a re-evaluation of my claim and would give me a response no later than hours from that phone call, that was weeks agoAfter receiving this notification from the Revdex.com about their response, I used the phone number provided to contact a new representative but every time I call the number it goes to voicemailI have left several voicemail messages each time and no one ever calls me backI am exhausted with this company, and frankly very disappointed of how they treat their customers (especially former military servicemen) I have not received any compensation from USAA and it has been over months since my accident claimThey are lacking on customer servicePlease assist me in resolving this issue with USAA Regards, [redacted] ***

June 7, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your automobile policy quote Thank you for speaking with [redacted] , of our staff, who explained the auto premium is determined through multiple rating variables derived from the overall loss experience within the geographical area and characteristics of the individual requesting coverage If the geographical area exhibits a higher than anticipated loss trend, premiums are likely to be higher Additionally, rates vary from location to location based on the rating structures in place An individual is rated based on their risk presentation, to include, but not limited to, driving records, payment history, tenure, and overall book of business While we regret any frustration you experienced, we must respectfully decline your request for compensation Furthermore, we do not match premiums offered by a competitor We realize pricing plays a significant role in purchasing decisions, and we will continue to analyze expected losses and expenses as well as other factors to ensure we are providing our members with quality coverage at the best rates possible If you have additional questions, Mr [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 funds you deposited via USAA Easy Deposit I apologize for the frustration you experienced as we strive to provide quality service to our entire membership, and feedback about your situation has been shared with the appropriate areas Thank you for speaking with [redacted] , of our staff, who explained the remote deposit capture services available to you and confirmed that the deposit correction was completed on April 12, Should you have any additional questions, Mr [redacted] can be reached at [redacted] We appreciate you allowing us to reply to you Sincerely, [redacted] ***

July 12, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding the credit cards you hold with the USAA Federal Savings Bank (FSB), and I regret any frustration and inconvenience you experienced with this matter [redacted] , of our FSB staff, was unsuccessful in reaching you by telephone and email to discuss the events that transpired on your accountsNonetheless, she confirmed you were reimbursed for all the fees charged to expedite your replacement cardsIf you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

October 6, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your July 18, 2017, automobile claim Our records confirm that you filed an inquiry with the North Carolina Department of Insurance (DOI) We will respond to the North Carolina DOI accordingly We appreciate you allowing us to reply to you Sincerely, [redacted] ***

December 31, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your second submission regarding your automobile loan payments We replied to your complaint on December 17, Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB) We responded to the CFPB on December 30, We appreciate the opportunity to review your concerns again Sincerely, [redacted]

[redacted] I am responding to your submission regarding the allocation of funds from your June homeowners insurance paymentWe regret that we did not meet your service expectations as we make every effort to ensure our members’ policies are serviced and maintained efficiently and accuratelyA review of your account revealed that on March 9, 2016, a Member Solutions Manager explained to you that the funds from your June payment were applied to the balances of your property and casualty policies instead of solely to the homeowners insurance premiumWe are disappointed that this matter caused you to reconsider your insurance needsAs you requested, all of your insurance policies were canceled effective March 17, Mrs [redacted] , we appreciate you allowing us to look into this matter and reply to youSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I have provided more information, as well as the reason why I disagree and have not received any information on how I did not mitigate damagesI am still waiting on responses on how I did not mitigate damagesI just keep getting responses that state the executive team concurs with the decisionSpecifically, I would like the following questions answers please: I would like to know how, if [redacted] , who came out to the shop to inspect the initial claim, as well as the shop who did the repairs, did not discover the head gasket damage originally and the other damages, how would I be reasonably expected to mitigate the damage?If it was because the damage was caused due to my failure to mitigate the damages and it was not covered, it would be extremely horrible to repair the car knowing full-well that it needs further repairs.If it was because the damage was not discovered and therefore could not have been repaired, how would I be able to mitigate it?The initial claim was covered for over $5,I had to come out of pocket and incur an additional expense of $6,to cover this repair (in order to mitigate any further damage), bringing my total out of pocket expense to $7,(Initial 1k deductive plus $6,in repairs)This brings the total cost of repair for the accident over $11,in damages when the FMV (~$7,- $8,487) of the vehicle is way under thatThis has put a huge financial burden on myself and my family, in which I had to take out an additional credit card to cover the expense in order to have a functional car following an accident that was already suppose to be repaired back in DecemberI would like responses to those questions, on how I did not mitigate the damages when there was no symptoms and I did everything a reasonable person would do in my position to ensure there were no further damages, including adding coolant at the first sign of overheating and bringing the car to the shop immediately upon any symptoms of engine trouble Regards, [redacted]

June 23, MsLinda [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your automobile loss Many factors are taken into consideration when determining the actual cash value of a vehicle, such as the mileage, the options, and the condition of the vehicle Unfortunately, [redacted] , of our Claims staff, was unable to reach you by telephone and would like the opportunity to discuss this matter with you You may contact Ms [redacted] at [redacted] , Extension ***, at your convenience We appreciate you allowing us to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Another example that outlines the exact situation as the commercials being shown on the television Apparently only the lawyers and the businesses that write all those legal papers actually read them so that when the consumer is in an emergency situation, the businesses are not required to respond as their advertisements claim It is a sad state that the tax payers and consumers cannot get what they have paid for decades from insurance companies, but they only find loopholes so they can keep bypassing their responsibilities to take care of their customers To think that an insurance company does not deem it an emergency for a residential home they insure, to have food bile and human feces backing up into the house Not one person I have talked to has been able to provide a definitive answer other than "sorry, that's not covered" So that leaves me with a $6,sewage bill, and a ripped up driveway, estimated at approximately $8,to fix that, and with a window screen ripped by the company, and a "sorry" from the insurance company Sad state of America when the old saying "customer is always right" is thrown out so the insurance companies do not have to do their jobs and hide behind the "fine print" Well all I can say is the way I was raised, I wouldn't be able to sleep well at night knowing I was part of an insurance scam that just left a military veteran and retired soldier that served my country in bad situation Especially from an insurance company that advertises they support their veterans, apparently only to take out money and leave us with bills Guess that leaves senators, congressmen, and local investigating news stations Simply unbelievable, sad, and pathetic Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I have had this vehicle for months before it was totaledThey are trying to cut me $saying they could got a value from Hendricks motors in HooverI called them and they said they had no used rhd Wranglers but I could buy a new one for $totalI even sent USAA a copy of the buyers order that Hendricks emailed meUSAA is trying to give me $totalI looked it up on kbb.com and the retail value of a rhd wrangler is $When you add taxes, title, doc fees you are up to what I was asking forI am not being unfairI just want what is due to meI have spoken with USAA but most of the time I initiated the callAgain it seems like they do not care whether they settle is or notI would NEVER recommend USAA to anybodyThis claim has been a nightmare! Regards, [redacted] ***

November 6, Mr [redacted] ***Complaint ID #: [redacted] Dear Mr***: I am responding to your second submission regarding the September 28, 2017, auto claimOur records reflect that on October 23, 2017, you spoke with [redacted] of our staff, and advised her that you did not wish to engage in further verbal conversation As such, we did not make any additional attempts to contact you by phone On November 3, 2017, you spoke with an adjuster who explained the diminution in value claim and issued a check payment to you We have advised you on multiple occasions that Claims will not pay for damage to your vehicle unrelated to this loss While we recognize that you disagree, we feel confident that the correct decision has been made We appreciate another opportunity to reply to you Sincerely, [redacted]

March 7, 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 thisThe total amount owed for the interior damage was issued to you on March 2, We respectfully deny your allegations of wrongdoing We appreciate you allowing us to reply to you Sincerely, [redacted]

June 23, Mrs [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your automobile claim Thank you for speaking on June 19, 2017, with [redacted] of our staff, and offering to provide a link to a video of the incidentMs [redacted] sent an email requesting that you respond and attach the linkIf you have any further questions or need assistance, please contact Ms [redacted] We appreciate you allowing us to reply to you Sincerely, [redacted] ***