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January 19, 2018   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your second submission regarding your homeowner’s insurance premium and your father’s access to usaa.com.    Thank you for speaking with [redacted], of our staff, who explained that your account was past due because you were paying the premium amount from the prior term.  You are being billed correctly and no new information has been provided that would warrant a change in our decision.   [redacted], of our staff, spoke with your father to gain his permission to speak directly to you regarding his restricted access to usaa.com.  Ms. [redacted] was unable to reach you by phone; nonetheless, she sent you a member message via usaa.com with her contact information and she remains available to review your concerns.       We appreciate the opportunity to review your concerns again.   Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: It was only AFTER I filed a complaint with the Revdex.com, and the Revdex.com contacted [redacted], that Mr. [redacted] of [redacted] contacted me by e-mail. He requested I contact him. I had to again contact him to find out which days and times he was available, as there are fourteen hours difference between Japan and San Antonio, Texas, the site of [redacted]. I did in fact call Mr. [redacted], as he requested only to hear a recorded message. Mr. [redacted] was away from his desk and was not available. Then, the telephone went dead. I was disconnected by [redacted]. Their customer service continues to deteriorate.     I called back and was connected to a different Customer Service representative, a [redacted] (I believe the spelling is). She told me the cause of the problem is the merchants not using my correct address. I informed her that this was the sixth or seventh time I had contacted [redacted] in this regard. Once again, the merchants with whom I did business before [redacted] forced its customers to switch from MasterCard to Visa, always had the correct, complete address. The truncated address [redacted] required them to use is completely unintelligible, as two of the merchants, and my mailman here in Japan, informed me. Plus,I informed [redacted], I purchase personal property insurance from [redacted], presumably a different division. That division always (!) sends me billing statements to my complete and correct address. Why cannot the Banking Division do the same?     [redacted] put me on hold for approximately one-half hour while she discussed the matter with a Senior Representative, one [redacted] returned to the phone and informed me she had intiated a "ticket number" which she would pass to the Information Technology (I.T.) people; I do not know if the IT people work directly for [redacted] or not. I did say that another Customer Service Rep, one [redacted], had informed me that SHE would contact I.T. on my  behalf three or four weeks ago. [redacted] said that no contact of I.T. had been made by [redacted] or any other representative. So, I am forced to believe that [redacted] is incompetent or a liar, simply telling a customer suffering from a problem initiated by [redacted], that the matter was being taken care of, when actually nothing at all happened.     As far as other merchants accepting the card, one (www.iherb.com) did, and I was completely surprised. I therefore thought that [redacted] had solved the problem. I contacted another merchant and placed an order for a small amount of money,  simply as a test of the card.Guess what? The order was denied by [redacted]. So, that is the reason I attempted to contact Mr. [redacted], who was not on the job after he told me he would be, and I wound up speaking with [redacted]. I must say [redacted] was pleasant and professional. She apologized for the trouble I have had, adding some other [redacted] customers have similar problems. She then told me that the "ticket number" would insure that the IT people address the issue as to why they are incapable of using my correct address.     So! No, this issue is NOT resolved at all! I certainly want to believe [redacted], and I thank her for her help. Again, nothing is resolved yet. [redacted] has no control over the I.T. people. [redacted] said I will need to wait anywhere from two days to possibly (much)longer before I.T. gets around to fixing the problem they started. Again, this is the sixth or seven time I contacted [redacted], both by phone calls from Japan and on their website (www.[redacted].com). Nothing is resolved after seven weeks of complete frustration by this writer and [redacted] customer, who might not be a [redacted] customer much longer. Many thanks to the Revdex.com people for their assistance.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have had this vehicle for 3 months before it was totaled. They are trying to cut me $4000 saying they could got a value from Hendricks motors in Hoover. I called them and they said they had no used rhd Wranglers but I could buy a new one for $36374.60 total. I even sent USAA a copy of the buyers order that Hendricks emailed me. USAA is trying to give me $32300 total. I looked it up on kbb.com and the retail value of a rhd wrangler is $32700. When you add taxes, title, doc fees you are up to what I was asking for. I am not being unfair. I just want what is due to me. I have spoken with USAA but most of the time I initiated the call. Again it seems like they do not care whether they settle is or not. I would NEVER recommend USAA to anybody. This claim has been a nightmare!
Regards,
[redacted]

December 22, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the handling of your automobile claim, and I regret the frustration this matter caused you.
Thank you for speaking with [redacted], of our staff, about your...

concerns. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

March 11, 2016 [redacted] Complaint ID #: [redacted] Dear Master Gunnery [redacted]: I am responding to your second submission regarding the May 1, 2015, automobile accident involving your daughter and another USAA-insured driver. Thank you for speaking with [redacted], of our staff, about your request for documentation. If you need additional assistance, please contact Mr. [redacted] directly. We appreciate you allowing us to review your concerns again, and we have no further comment on the matter. Sincerely, [redacted]

January 19, 2017   Master Chief Petty Officer [redacted], USN (Ret.) Complaint ID #: [redacted]   Dear Master Chief [redacted]:   I am responding to your submission regarding the profile created and the credit card application submitted in your name at USAA.    Our...

records indicate one credit card application was received in your name on December 1, 2012, referred for review, and declined due to fraud.  No card was issued.  On December 6, 2012, restrictions were placed on your profile to prevent any potential loss to you and USAA.    Thank you for speaking with Adrian Gonzalez, of our staff, who confirmed your application was declined at the outset and discussed the documentation you provided.  As you requested, the restrictions on your profile will remain.  We regret any frustration this [redacted]er has caused you.  Please know we are addressing this issue to prevent any future recurrence.   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.  Other bank products are issued and serviced by USAA Federal Savings Bank.

October 14, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the automobile claim. [redacted], of our staff, was unable to reach you to discuss your concerns. I am sorry to hear about the frustration you recently...

experienced as we strive to provide quality claims service. Our employees are expected to handle claims in a timely manner.  Coaching has been provided to those involved to ensure others do not have a similar experience. After a conversation with your insurance carrier, a payment of $346.45 was issued to them on October 10, 2016.  If any other out of pocket expenses were incurred, please provide receipts for review.  If you have additional questions, Ms. [redacted] remains available to assist you.     We appreciate you allowing us to reply to you.   Sincerely, [redacted]

May 16, 2018 Ms. [redacted] Complaint ID #: [redacted]    Dear Ms. [redacted]: I am responding to your submission regarding your claim. We regret any inconvenience this situation caused you and we assure you that your feedback is important to us. Our business specialist...

will review your concerns and will follow-up with you directly in the next few business days. We appreciate the opportunity to review this matter. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], though there is no resolution yet to my claim, I will be waiting further response from USAA. 
Best Regards,
[redacted]

November 17, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding the October 11, 2016, automobile claim.
Our records reflect that the adjuster received the final repair supplement on November 7, 2016, and two days later a Diminution in Value Evaluation Form was sent to your organization for completion. To date we have not received the completed form. It is important to note that the medical bills and lost wages claims are processed with the claimant driver and will be settled with him accordingly.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: how can the adjuster make an arbitrary decision from down in Virginia  when he did not look at one piece of evidence?  Apparently he has X-ray vision or makes claim decisions on assumptions?  He never returned any of my phone calls nor was in contact with me via any means of communication whatsoever.  It is in my opinion all I received is a blanket response to the negative of my claim that he would hope fits the circumstances.  His "no response" to my requests for information from him, and his blanket "cut and paste" denial is suspect to say the least.  At least the insurance company representative I discussed the situation on the phone gave me the complete opposite impression, and at least he heard my case. 
Regards,
[redacted]

August 16, 2016      Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your USAA Federal Savings Bank deposit account.    Thank you for speaking with [redacted], of our staff, who...

explained to you that your account would be closed in accordance with USAA’s Depository Agreement and Disclosures.  I understand that the joint account holder was able to transfer funds to another account.   We appreciate you allowing us to reply to you.  If you have any additional questions, Ms. [redacted] remains available to assist you.   Sincerely,   [redacted]
Tell us why here...

Revdex.com:
I received a call back from USAA and I have resolved the issue with them.\
Thanks,
[redacted]

Complaint: [redacted]
I am rejecting this response becauseReOpen USAA Complaint 12663134 due the following reasons; 1. Unable to Open Revdex.com response.2. USAA failed & Refused to Address issue.3. USAA continues with BAD Business Practices; which means, Revdex.com closing Complaint allowed USAA to continue w/ ACCOUNT FRAUD, ACCOUNT EMBEZZLEMENT, FALSE ADVERTISEMENT.4. USAA continues with False Advertisement. 5. USAA continues to Commit Account Fraud. 6. USAA continues to DEDUCTIONS from my Account for Home I don't own. 7. USAA refuses to listen and refuses to address ACCOUNT FRAUD. 8. USAA currently charging for Auto Insurance, but request Auto (On File since 2010) Information.9. USAA denies 'FREEDOM of SPEECH' on the FACEBOOK or TWITTER websites. 10. Unaware Revdex.com closed the case without resolution.    Thank You with regards, [redacted] ([redacted]) [redacted] Ambidextrous Hispanic Disabled Veteran (Honorable Service with Army & Air Force, 1993) & LMAS retiree (2012) with an English Surname.  [redacted]Postscript:   .

December 13, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your auto insurance policy billing.   Thank you for speaking with [redacted], of our staff, who confirmed that your policy was removed from...

pay-in-full status upon enrollment in the automatic payment plan.  You can access your account information and conduct business on usaa.com, the USAA Mobile App, and mobile.usaa.com.  On usaa.com, you can accomplish tasks like checking your balances, reporting a claim, paying bills, adjusting an auto policy or transferring money. If you have further questions regarding your auto policy or your online access, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

January 7, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank. I regret any frustration or inconvenience you experienced as a result of this matter. Thank you for taking the time...

to speak with Hope Gallegos, of our staff, regarding your concerns. As she advised, your deposit account was closed, and a check for the balance in the account was sent to your address on file on December 17, 2015. Should you have any additional questions, Ms. Gallegos remains available to assist you. I appreciate you allowing us to reply to you. Sincerely, [redacted]

August 16, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your May 31, 2017, automobile property damage claim.   A review was conducted of the valuation of your vehicle, and the condition rating was...

change from good to very good, resulting in an increase to the actual cash value of your vehicle.  On August 15, 2017, our Claims staff left a telephone message for you and requested that you call back to discuss the revised valuation.     Please follow up with our Claims staff to resolve your claim.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 9, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your homeowners claim.
Thank you for speaking with [redacted], of our staff, about your service experience. We appreciate your feedback and have forwarded it to the...

appropriate area. Per your request, we are further reviewing the claim. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 8, 2015Ms. [redacted]. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:This is in response to your submission.    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]

Complaint: [redacted]
I am complaining still about the insurance check still not received. It appears that USAA just wants to drag out claims, as this one is being dragged out since occurred months ago and also may never even get the car repaired or anything, since USAA is so slow to respond to anything. Have had nothing but problems. Nothing from the insurance of WA has not come through, either. Very unsatisfied as to USAA's unresolving tactics. Nothing has been fixed or even addressed by USAA. USAA cannot even do what they said would do by a Claims Representative as still have not received any check into my bank / credit union account.
Regards,
[redacted]