USAA

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

February 25, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your automobile claimI am sorry to hear about the frustration you experienced as we strive to provide quality service and fair claims handlingOur employees are expected
to handle claims in a timely manner, and coaching has been provided to those involved to ensure a similar situation does not occur in the futureThank you for speaking with *** ***, of our staff, regarding your concernsAs she explained, payment has been issued for your claim*** *** remains available to assist you, and she may be reached at *** *** *** or ###-###-####, Extension ***We appreciate the opportunity to respond to youSincerely, *** ***

December 11, *** *** ** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your August 24, 2014, renters insurance claimI understand that *** ***, of our Claims staff, sent an email to you about your claim on December 5, As she
explained, we need additional information to settle your claimPlease submit the signed authorization for release of information in order to move our investigation forwardIn addition, she confirmed that the investigator only called and spoke with your mother on October 27, 2014, after receiving your permissionShould you have any further questions, *** *** remains available to assist you and she may be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension ***Thank you for the opportunity to address your concernsSincerely, *** ***

I am writing to reopen my complaint against USAA complaint number ***, I have tried numerous times to call them and resolve the issue and have not had any return response. V/r *** ***

January 20, 2015 *** *** *** ***Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your December 16, 2014, automobile glass claim. We expect our employees and our business partners to be courteous and professional at all
times, and I regret any frustration and inconvenience this situation caused you. Thank you for speaking with *** ***, of our Claims staff, about your concerns. I understand that you will contact our business partner to set up the windshield replacement appointment at a specific dealership in Warner Robins, GA, at your convenience. Should you have further questions regarding this claim, *** *** remains available to assist you and can be reached at *** *** *** or ###-###-####, Extension ***. Thank you for the opportunity to review this situation and reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because:I was lured into USAA auto insurance for being a VeteranThey quoted me at 85$ a month for car insurance on my 09' Subaru LegacyLater a receive a letter quoting me at more than double what they quoted me atI figured it was a mistake or misprintI called them right before my month was up and they said it had in fact more than doubledUSAA auto insurance 100% baited and switched meNow they say I owe them close to 200$, I never would have signed up with them if I knew how they operate business and treat Veterans. They ought to be ashamed of themselvesI will pay the 85$ I was quoted at, BUT NOTHING MOREHow they think they can quote me at a price, and then more than double it a month later is beyond meI never would have signed up with them in the first place if I knew what a shady company they are
Regards,
*** ***

March 2, Captain *** *** ***, USAR Complaint ID #: *** Dear Captain ***: I am responding to your second submission regarding the November 29, 2013, automobile claimWe responded to your complaint on February 20, While we recognize that you disagree, we feel confident that the correct decision has been madeNo 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, *** ***

Complaint: ***
I am rejecting this response because:
Dear USAA (Ms***, Ms***, Ms*** and CEO),
As stated before, USAA is arbitrary and capricious in the
application of the 1099-C. For those
potential customers reading this complaint, that means they are inconsistent
and unfair in the application of bank policies and following IRS rules. They refuse to provide information, policies
and practices they apply to customersThey do not follow IRS rules for
applying the 1099-C. I will demonstrate
below
With regards to the two similar debts that were handled inconsistently
and unfairly, one was for $and charged off on 10/28/(checking), the
other for and charged off on 10/31/(credit card) I welcome the opportunity to show these
documents to Revdex.com. Both debts were
approximately the same age, both charged off days apart, and both over $ Contrary to *** ***’s statement in the
6/17/Revdex.com reply, both exceeded $600.
Why USAA has to misrepresent the facts about the debt amount to try to
validate their hidden policy and practices is unsettling
After numerous requests over the phone, both *** ***
and *** *** refused to send me their written policy or established
business practice (for ceasing collection efforts) they reference in Box of the
1099-C Neither *** or *** could adequately
explain their policy or practice for ceasing collection efforts. Both IRS
Publication and IRS Instructions
for Forms...1099-C indicate they must have a defined policy/ practice. Why do they not share them? What are they hiding? Why didn’t they explain them thoroughly in
their Revdex.com reply on 6/17/
With regards to the 1099-C issued to me cancelling my debt,
USAA did NOT provide the required phone number for me to call to discuss the
cancellation as required by the IRS
Instructions for Forms…1099-C. From
page 2, USAA violated “Specific
Instructions for Form 1099-C” printed in bold with a large “CAUTION”
icon preceding the italicized text explaining the creditor “MUST” provide the
telephone number in the creditor’s information box. Why didn’t USAA provide this phone number to
the “correct department” for this issue?
Contrary to *** ***’s statement “we did not discharge
the debt” in USAA’s 6/17/reply to Revdex.com, Box of the 1099-C issued to me from
USAA indicates “Amount of debt discharged” to be “$1832.93”
Lastly, *** *** also indicated in the 6/17/Revdex.com reply
that the “1099-C does not alleviate liability for the debt”; however, the
1099-C issued to me from USAA clearly indicates in Box that I am not
“personally liable for repayment of the debt.”
For potential customers and the Revdex.com, USAA provides poor customer service as evident by
their lack of transparency and their inconsistency and unfairness in applying
their “hidden” policies/practices. They
also do not follow clear and specific IRS rules.
USAA “cancelled” and “discharged” the debt and they indicate
I am not “liable for repayment”; I have documents that show all of this
I’ve provided IRS rule violations by USAA as well as 1099-C evidence
that directly contradict USAA statements in their 6/17/reply to Revdex.com. I welcome Revdex.com’s review of this complaint
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,
*** ***

Complaint: ***
I am rejecting this response because: Funny that you can't talk about the claim with me and I'm the owner of the vehicle that you tried to cheat out of 20% of it's valueEveryone I talked to regarding this treatment is just stunned at the lack of professionalism from USAAI would expect this from a small shady ins company but not from a large company that always advertising how honest they are. It took the other driver, the police officer and myself to all call and complain that *** *** in no way could have avoided the accident and was not at faultNOW I understand the type of company you are and how you operateYou should be ashamed of the way you handled this case and the treatment of several of your members shame on you USAA !
Regards,
*** *** (OWNER OF VEHICLE)

February 26, Sergeant First Class *** ***, USA Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding your September 13, 2014, automobile claimOur records confirm that you filed an inquiry with the Washington State Office of Insurance CommissionerWe
will respond to the Washington State Office of Insurance Commissioner accordinglyThank you for the opportunity to replySincerely, *** ***

October 31,
Ms. *** ***
Complaint ID #:***
Dear Ms***:
I am responding to your submission regarding your automobile insurance policy
Our records confirm that you filed an inquiry with the Virginia Bureau of InsuranceWe will respond to the
Virginia Bureau of Insurance accordingly
Thank you for the opportunity to reply
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: We did not receive any written response from *** *** on April 28th,
Regards,
*** *** ** *** *** ***

November 21,
*** *** ***
Complaint ID #: ***
Dear *** ***:
I am responding to your submission regarding the handling of May 29, your automobile insurance claim
We responded to your complaint on October 31, Thank you for speaking *** ***, of our Claims staff, who explained your claim is still in the process of being settledIf you have any additional questions, *** *** remains available to assist you and she may be reached at *** *** ***, Extension ***
Thank you for allowing us to reply to you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: USAA continues to ignore my direct points, offers responses to arguments I never made, and is inconsistent in its responses to this matter.In my latest verbal conversation with USAA representative *** *** I was told the covered damages were below my deductibleThis is curious because USAA has held up until this point that there were no covered damages at allI maintain the fact that the cost of damages are actually more than my deductible; however, I do not understand why USAA would not have addressed this in the first place and why they are just now acknowledging that there actually were any covered damages.In USAA's latest written response to my Revdex.com complaint, which references my conversation with *** ***, *** *** states: "...the Tennessee court case you referenced involved a different homeowners policy contract, and your Virginia homeowners policy contract specifically excludes damage caused by deterioration, latent defect, and wet or dry rot."On *** ***'s first point, I am fully aware that the case involved a different homeowner's policy contract and that this case is not controlling law in VirginiaHowever, the point I made was that the home owners' policy contract contained literally the same language as my policy regarding water damage, and the homeowners' circumstances also involved water damage caused by a latent defect, which is covered by the policyA court of law, albeit in a different state, determined that the policy contract language clearly distinguished wet rot, which is not covered, and water damage caused by a latent defect, which is covered, as separate and distinct covered perils even if the wet rot developed as a consequence to the covered water damageIf my financial situation had permitted, I would have been happy to take this case to a Virginia court to establish Virginia controlling lawOn a related note, *** *** also stated during our conversation that the statue of limitations for this claim had expired and prevents USAA from providing any coverage even if it wanted toWhile the statute of limitations may preclude USAA from being required to provide coverage, I have not been able to find any law that prohibits it from doing soThis is a disingenuous argument and a distraction from the pointI also would think it reasonable for USAA to change its policy language to be more clear after losing a class action lawsuit under precisely the same circumstances.On *** ***'s second point, USAA continues to point out that my policy, “excludes damage caused by deterioration, latent defect, and wet or dry rot” when my claim was not even for any of these issues, as I have continually statedMy claim was strictly for water damage caused by a latent defect, which my policy did cover, not for the latent defect itself or for any wet rotUSAA’s staunch refusal to acknowledge any covered damages at all until its most recent communication is a clear indication to me that it has no interest in fair dealings with its members.Based on the misleading and arguably deceitful manner in which the original claims adjuster handled my claim, USAA’s continued deflection of the substance of my claim, and its ultimately inconsistent position on covered damages, I have lost all faith in the company to look out for the best interest of its members regarding home owner’s insuranceI have, therefore, moved my policy to another company and will not come back to USAA for my home owner’s insurance needs
Regards,
*** ***

February 17, *** *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your second submission regarding your automobile claimUnfortunately *** ***, of our Claims staff, has been unable to reach you by telephone to discuss the status of your claimHowever, she sent you an email explaining your claim is still under review and she will continue to monitor it until it is resolved*** *** remains available to assist you, and she may be reached at *** *** *** *** or ###-###-####, Extension ***Thank you for allowing us to respond to youSincerely, *** ***

January 28, Master Sergeant *** ** ***, USA (Ret.) Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding your service experience with the USAA Federal Savings Bank (FSB)Please know that we regret any frustration this matter may have caused you
Thank you for speaking with *** *** ***, of our FSB staff, about your concernsAs *** *** *** explained, the FSB takes the security of our members’ financial information very seriously and unless we have a Power of Attorney on file we would be unable to speak with your son regarding your accounts*** *** *** also confirmed that your account access has been restoredWith regard to your credit card, our records indicate that interest has not been charged to your accountShould you have any question, *** *** *** may be reached at *** *** *** or ###-###-####, Extension ***Thank you for allowing us to reply to youSincerely, *** ***

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 They did cover for the additional days of rental and the inconvenience of having to be a one-car family for over a week All the agents I spoke with were very cordial and concerned about how long this was taking and am glad to hear that the company will look at the process, and what the agents are instructed to tell us about turn around time so we have a more realistic picture of how long this will take
Regards,
*** ***

January 8, 2015 *** *** ***Complaint ID #:*** and*** Dear *** ***: I am responding to your submissions regarding the documentation you submitted for eligibility verification. We expect our employees to handle matters promptly, and I apologize for the frustration and
inconvenience this matter caused you. This is certainly not the experience we want our new members to have, and we appreciate you bringing your concerns to our attention Thank you for speaking with *** ***, of our staff, who confirmed we did receive the documents you submitted. Please know that we are committed to our mission of serving the military community, and we will work hard to restore your faith and confidence in USAA. Thank you for your service to our country and for allowing us to review our actions and respond to you. Sincerely, *** ***

From: Handler To: Revdex.com of Central, Coastal, Southwest Texas and the Permian Basin Subject: Respond to Complaint Revdex.com Corporate Office*** ** *** ***
*** ** ***Phone: ###-###-####Fax: ###-###-####***
*** 12/23/2014December 23, 2014*** ***
***Complaint ID #:*** and***Dear *** ***:I am responding to your submission regarding a disputed charge for your credit card account with held with the USAA Federal Savings Bank (Bank) and the service you receivedI regret any misunderstanding that may have occurred during the handling of your appeal.Your service experience was shared with our management team, and an exception was granted to provide you with credit without going through the dispute processOn December 4, 2014, *** ***, of our Bank staff, spoke with you to address your concerns, and two credits in the amount of $were applied to your account in overnight processingShould you have further questions regarding this matter, *** *** remains available to speak with you and can be reached (800) 531-USAA (8722), Extension***.Thank you for allowing us to reply to youSincerely,
*** ***Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC