USAA

November 13,
*** *** *** *** *** ***, USN (Ret.)
Complaint ID #: ***
Dear *** *** ***:
I am responding to your submission regarding your July 17, 2014, and October 6, 2014, automobile claimsOur representatives are expected to be
informative and to respond to our members promptly at all times, and I apologize for the inconvenience and frustration you experiencedCoaching has been provided to those involved to ensure other members do not have a similar experience
A thorough review of your October claim was conducted, and your Honda was appropriately deemed a total lossI understand you have been communicating with *** ***, of our staff, and that four additional days of rental were provided for a total of daysMs*** remains available to assist you should you have additional questions
Thank you for bringing your concerns to our attention and allowing us to reply to you
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** **

February 16, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your second submission regarding your auto insurance policyWe replied to your complaint on February 2, While we recognize that you disagree, we feel confident that the correct decision has been madeAlthough no new information was presented that would warrant a change in our position, as previously stated, we would be willing to review documentation that supports *** was insured on another policy for the period in questionIt is important to note that USAA adheres to our core values of service, loyalty, honesty, and integrityWe find your allegations of wrongdoing unfoundedThank you for the opportunity to review your concerns again; however, in the absence of supporting documentation, we consider this matter closedSincerely, *** ***

April 6, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your October 22, 2014, automobile claimWe strive to provide quality service and fair claims handling, and I regret any frustration you experienced concerning the liability decision
of your claimThank you for speaking with *** ***, of our staff, who addressed the details of your claimA review of this matter indicates that we could have set clearer expectations regarding the liability decision and the impact it would have on your insurance policy; therefore, coaching was provided to those involved to ensure other members do not have a similar experienceAs *** *** advised, the liability decision and fault determination are correct, and we respectfully decline your request to remove it from your recordIf you need assistance with making any changes to your policy or would like to explore possible premium-saving options, you may reach us at *** *** *** or ###-###-####Thank you for allowing us to reply to youSincerely, *** ***

December 11, *** *** ** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your May 14, 2010, auto insurance claim, and I regret any conflicting information you or *** *** might have received*** ***, of our staff, spoke with ***
*** and explained that when a third party initially presented the claim on your behalf in 2010, we made multiple attempts to contact you to settle the claim with no response from youWe did not issue payment at that time because we were unable to reach you and did not have sufficient information or authorization to process the claimWhen *** *** contacted our Claims staff in 2014, we worked with her and issued payment a week laterAs *** *** explained to *** ***, we must respectfully decline your request for reimbursement of interestIf you have any questions, *** *** remains available to assist youThank you for allowing us to reply to youSincerely, *** ***

Complaint* ***
I am rejecting this response because: I filed a complaint with the Revdex.com regarding USAA's refusal to completely delete my homeowners insurance policy. I did not file an inquiry with the Washington Department of Insurance (DOI).
Regards,
*** ***

Complaint:***
I am rejecting this response because: by law I am entitled to know when, where, and how much the vehicle was sold for AND to receive a release of liabilityIf these aren't received for the DMV this matter will be brought to courtTired of the BSFollow the law or see you in courtYou have till after thanksgiving.
Regards,
*** ***

Good afternoon, I am sorry about thatI rejected the response. USAA recognizes that they could have done a better job of informing me of the expected outcome however they provided no solution that would help me as the consumerProviding staff with coaching only serves to better protect USAAWhile USAA is not willing to take the "at fault" off of my record, they still didn't answer the question as to can they return the premium back to the originalIf neither is possible, than USAA has failed to provide superior service to me despite my years of membershipThank you *** * ***

Complaint: ***I am rejecting this response because:USAA is REFUSING TO SPEAK TO ME. I have left numerous messages for *** ***' supervisor - *** *** - and she has STILL refused to call me back.I ask the Revdex.com to lower USAA's rating because of the following reasons:- USAA is refusing to return my phone calls. I have left numerous messages for *** ***, who has promised to return my phone call, but has refused to do so (It's been almost two weeks now)- both of USAA's responses by *** *** have NOT addressed my concerns with the customer service I received from their employee ***, and are still refusing to address these concerns- they are refusing to admit to the Revdex.com that they lied by saying we did not speak before December 24th, 2014, even though I am willing to provide my phone records to the Revdex.com showing that I spoke with *** *** not only January 6th, but December 22nd. She clearly states in the first response they did not speak to me (which is not true), and her second response only indicates the conversation on January 6th, not the prior conversation. Why is USAA refusing to admit they spoke with me? I have the phone records, and will provide them to the Revdex.com if requested.- when I spoke with *** *** she admitted NUMEROUS times that I was NEVER notified - either in writing or electronically - of the problems with their notification system- I never consented to receive electronic notifications - it is *illegal* to sign me up for electronic notifications without my consent. I have documented proof (recorded phone calls, emails, etc) of complaining to USAA about not receiving paper notifications - I have complained several times and each time was guaranteed that I was signed up for paper bills only. As far as their claim that I updated my preferences on November 2, I was out of town and nowhere near a computer. I also have my phone records and can prove that I did not call them on that day. So if I have proof I was out of town, and I did not call them, how exactly does USAA claim I updated my preferences? And even if it was marked like that, why did they refuse to update it the numerous times I complained about it?- *** *** is observably not even trying to address my issue. She claims it was a debit from my checking account (it was a credit card), she said they sent me a notice (they didn't - and I can prove they didn't send an email on that day; I have full server logs of EVERY ip address that even connected to my mail server; they made to no attempt to send the notice, neither electronically nor in paper), she sais *** *** never spoke to me (but I have phone records showing I did), she says I declinied her offer to go through every message previously sent to me - THERE IS NO *** MESSAGE!!! - I did not decline this offer; I just don't have any message to go over!!!!! *** sais if I change my mind, then *** *** will walk me through this, but *** *** IS REFUSING TO RETURN MY PHONE CALLS. She says their core values are service (but they won't address my service issues with ***), loyalty (but they committed fraud in regard to my car lein, backstabbed my father on his neck injury, and are now literally making things up to look good to the Revdex.com), honesty (even though I have recorded proof they keep lying), and integrity (how is ANY of this integrity? they are dishonerably lying, refusing to answer or respond to calls, etc).*** *** says, "while we understand that you continue to disagree with our explanation, we consider this matter closed." -- I as k the Revdex.com, why is it okay for USAA to refuse to address the problems herein (my service with ***), refuse to answer my questions ore return my pohone calls, and then say, "meh, we tried. this matter is closed".For these reasons, I ask the Revdex.com to temporarily lower USAA's ranking - just until they actually address my concerns. Literally until they call me back.Regards,*** ***

May 12, *** *** ** ***
*** ** ** *** Dear Mr***: I am responding to your submission regarding your February 16, 2015, water damage homeowners claimOur records confirm that you filed an inquiry with the California Department of Insurance (DOI)We will respond to
California DOI accordinglyThank you for the opportunity to replySincerely, *** ***

February 4, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your second submission regarding the premium on the automobile insurance policy with USAAWe responded to your complaint on January 23, As we advised, we found no evidence that a semi-annual quote of $had been offered to you; therefore, there is no corrective action to be takenWhile we recognize that you disagree, we feel confident that our policies and procedures were followed when quoting you the auto policy premiumNo new information has been presented that would warrant a change in our positionWe appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, *** ***

January 6, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding the nonsufficient funds (NSF) fees assessed to your checking account with the USAA Federal Savings Bank (FSB)Our records confirm that your account was assessed three
NSF fees totaling $between November and December 12, 2014, due to automated clearing house (ACH) transactions from AT&T attempting to debit your accountAs a courtesy, the FSB previously provided NSF fee refunds in the amounts of $and $I apologize for any conflicting information you received when you called; however, our review confirmed the NSF fee refunds were appropriate based on the number of fees assessed to your accountI understand *** ***, of our staff, spoke with you regarding this matter, and he remains available should you have any additional questionsThank you for allowing us to reply to youSincerely, *** ***

October 31,
Chief Warrant *** *** ** ***, USA
Complaint ID #: ***
Dear Chief Warrant *** ***:
I am responding to your submission regarding your October 3, 2014, automobile claimWe strive to provide quality service and fair claims handling to our
entire membership, and I regret any frustration you experienced
Thank you for speaking with *** ***, of our staff, who explained that coverage was afforded for the claimIf you have further questions, Ms*** remains available to assist you
We appreciate the opportunity to respond to you
Sincerely,
*** ***

February 16, 2015 *** *** *** ***Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your homeowners claim, and I apologize for the frustration and inconvenience you experienced as we strive to provide quality service and fair claims handling to
our entire membership. Thank you for speaking with *** *** of our staff. I hope the conversation helped reassure you that we will work very hard to provide you with the level of service you expect and deserve. As you know, a third-party engineer has been assigned to your claim to inspect your roof, and the inspection was scheduled for today. We will continue to monitor this situation, and we will follow up with you once we receive the engineer report results. We appreciate the opportunity to reply. Sincerely, *** ***

December 19, *** *** *** *** Complaint ID #:*** Dear *** ***: I am responding to your submission regarding your service experienceAs you mention, USAA Investment Management Company (IMCO) sent you correspondence by mail starting in June regarding the conversion of
your IMCO brokerage Asset Management Account (AMA Account) to National Financial Services LLC (NFS) and requesting additional documentation from you to continue margin privileges for your AMA AccountHowever, because we did not receive your application to continue margin privileges, your associated debit card was deactivatedWe apologize for the frustration and inconvenience this situation caused youPlease know that we appreciate your comments about communicating by email, and your situation was shared with the appropriate areas for reviewI understand you opened a checking account, and unfortunately, the original debit card was returned as undeliverable as you mentioned in your submissionAlthough we mailed the debit card with the incorrect spelling of your name, you have been able to utilize it for your transactionsOn December 10, 2014, we requested a new debit card with the necessary corrections and our records indicate you received it on December 13, Thank you for allowing us to reply to youSincerely, *** *** USAA means United Services Automobile Association and its affiliatesAccounts are introduced and brokerage services provided by USAA Financial Advisors, Inc(FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPCClearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC

December 16, *** *** *** Complaint ID #: *** Dear MsTaylor: I am responding to your rebuttal submission regarding your January 29, 2013, automobile claimThank you for speaking with *** ***, of our staff, about your concerns with your bodily injury claimAs she explained, we are unable to evaluate and resolve your injury claim until you supply us with the necessary documentation*** *** remains available to assist you if you have additional questions, and she may be reached at *** *** *** *** ** *** *** *** ***
Thank you for allowing us another opportunity to respond to youSincerely, *** ***

March 13, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your automobile claimOur records confirm that you filed an inquiry with the Missouri Department of Insurance (DOI)We will respond to Missouri DOI accordinglyThank you for the
opportunity to replySincerely, *** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** *** I still have yet to receive my check of I have called several times hoping to resolve this problem since it has been weeksI was promised a check by WednesdayI am still waiting and it is Wednesday afternoonWhen I have called times today to ask for a Fed Ex tracking number, I'm told no tracking number is availableWhen I was sent two forms by Fed Ex to sign from USAA to pick up the totaled car and returned to USAA by Fed Ex I received an email the SAME day it was sent out. WHAT'S THE DIFFERENCE? I have held 10-minutes each time I have called today and have left a message with *** at ext*** at 10:am this morningNo return call yetSo no this matter has NOT been resolvedI had to go ahead and purchase a car on 3/and post date a check for thinking that I would get the check as PROMISED and AGAIN this has cost me for believing in anybody at USAA.......*** ***

June 9, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your second submission regarding your ability to establish automatic bill payments from your checking account with the USAA Federal Savings BankWe responded to your complaint on May 29, *** ***, of our staff, has since been unsuccessful in reaching you to discuss the issues you are facing with the websiteMr*** continues to remain available, and he can be reached at *** *** *** or (*** *** ***, Extension ***We appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, *** ***

March 31, Mrs*** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding an updated 1099-C for your USAA credit card account ending in 2196, and I regret any frustration you may have experienced as we strive to provide quality service to our entire
membershipWe appreciate you speaking with *** ***, of our staff, who advised you that a 1099-C reflecting discharged debt in the amount of $has been sent to youShould you have any further questions, Ms*** remains available to assist you and can be reached at (*** *** ***) or ###-###-####, Extension ***Thank you for allowing us to review your concerns and to reply to youSincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC