USAA

January 15, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your renters insurance policyOn July 30, 2009, your homeowners policy was issuedOur records indicate that we attempted to reach on October and November 20, 2009, to
follow up on the cancellation of your renters policyOn October 21, 2014, following a phone call with a USAA representative, your renters policy was cancelled effective December 12, 2013, as the prior two terms will be considered when backdating a cancellation*** ***, of our Member Advocate Team, was also unsuccessful in her attempts to reach you to discuss your concernsWe respectfully decline your request to backdate the cancellation of your policy to as a USAA error was not identifiedShould you have any questions, *** *** may be reached at (800) 531-USAA (8722), Extension ***Thank you for allowing us to reply to youSincerely, *** ***

November 12,
*** *** *** *** Complaint ID #: ***
Dear *** ***:
I am responding to your submission regarding your USAA homeowners insurance claim
I am sorry to hear about the frustration you recently experienced as we strive to provide quality service and fair claims
handling to our entire membershipI hope your conversation with *** ***, of our claims staff, helped reassure you that we will work very hard to provide you with the level of service you expect and deserveAs *** *** explained, a third-party engineer has been assigned to your claim to inspect your roofUSAA will continue to monitor this situation and will follow up with you directly once we receive the engineer report results
Thank you for allowing us to reply to you
Sincerely,
*** ***

February 9, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding the automobile claim you filed on January 16, Thank you for speaking with *** ***, of our staff, about your concernsAs she explained, a thorough review of your
claim was conducted, and we were unable to identify any evidence of a service issueTherefore, your policy could not provide coverage for the damage your vehicle sustainedA letter was sent to you on February 2, 2015, explaining the reason for the denialWith regard to your previous claim, our alliance partner who services our glass claims, has limited access to your policy and verifies that members have the applicable coverage in place at the time in order to conduct the necessary repairs on their vehiclesThey did not have knowledge that your vehicle was in a storage status, thus your claim was paidIt is important to know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrityIf you have additional questions, *** *** remains available to assist you and may be reached at *** *** *** or ###-###-####, Extension***We recognize this is not the outcome you were expecting, but we appreciate the opportunity to explain our positionSincerely, *** ***

Complaint: ***
I am rejecting this response because: I filed a complaint with both companiesYour response that you will respond to Maryland has no bearing on this Revdex.com complaint
Regards,
*** ***

Complaint: ***
I am rejecting this response because:USAA has made it clear that they will hold my sister's request for towing as a valid avenue to encourage the customer (caller) to state words that at a time of confusion (as always is in an incident on the road) will bring headaches and bad experiences during a claim process that does not exist to beginThe Executive Resolution Team of USAA has also contacted me communicate what all previous representative and manager at USAA has been paid to do ( to defend the company's unfair and unjust "politics" of insurance in a very sneaky way to cover their unethical practices). I am not happy having to spend time out of my busy day to be fighting for what I consider is an unfair practice as a customerUSAA has covered themselves with the excuse of listening to a transcript that state that my sister call to request towing and the aftermath was an interrogation to create a claim that will result in a collision with a pothole and an increase of premiumThe question still remains regarding whether if USAA does what is right and hold itself to do what is right for a memberThey preach to go above and beyond and the promise to serve the military community and they also have a mission statement that state that they want to facilitate the financial security of its membershipAll of the above unequivocally failed with this incident. I hereby and with no doubt reject such a mediocre response.
Regards
*** ***

June 18, *** *** *** *** *** *** ***
*** ** ** *** Dear *** ***: I am responding to your second submission regarding your automobile claimWe responded to your complaint on June 3, 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 positionThank you for allowing us to reply to youSincerely, *** ***

Complaint: ***
I am rejecting this response because:
I have provided the information USAA requested and is required by duties after lossIn addition I provided a letter of detailing this to USAAI did not give permission to anyone to harass or interrogate my mother on the phone.
Regards,
*** ***

February 9, *** *** *** Complaint ID #:*** Dear *** ***: I am responding to your submission regarding your homeowners claimThank you for speaking with *** ***, of our staff, regarding your concernsAs she explained, payment has been issued for your claim and repair estimates
were sent to you on February 4, *** *** remains available to assist you, and she may be reached at *** *** *** or ###-###-####, Extension ***We appreciate the opportunity to respond to youSincerely, *** ***

December 24, 2014 *** *** ***Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your concerns about your insurance payment. Our records reflect that on September 23, 2014, an insurance statement was generated advising you that
$would be debited from your checking account on October 1, 2014, and $on October 15, 2014. On October 3, 2014, we notified you in writing that the automatic payment was declined by your financial institution. The notification also explained that as a result of the declined transaction, your Automatic Payment Plan (APP) was canceled. On November 5, 2014, a delinquency notice was mailed to you explaining that a $payment was due by November 13, 2014, which included a $late fee. On November 15, 2014, your online insurance payment for $was received *** ***, we regret any frustration this situation may have caused you and that you were not contacted as promised. Coaching was provided to those involved to ensure other members do not have a similar experience The late fee was waived as a one-time courtesy*** ***, of our staff, was unable to reach you by telephone to discuss your concerns. If you have additional questions, she remains available to assist you and may be reached at (800) 531-USAA (8722), or (210) 531-8722, Extension ***. Thank you for allowing us the opportunity to review this matter and reply to you. Sincerely, *** ***

June 9,
Ms*** ***
Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your checking account with USAA. I regret any frustration and inconvenience this situation has caused you
As a way to protect against fraud
and loss to the member’s account, and USAA as a whole, a pass code is sent to ensure that a request to increase the daily ATM withdrawal limit was made by the memberYour mobile number on record is enabled for the appropriate alerts. Additionally, our logs show an alert went out with each requestHowever, if the issue continues, we ask that you contact your mobile carrier
Thank you for speaking with Sonia Moya, of our staff, who confirmed our Website Customer Support staff does not have access to increase ATM limits for credit or debit cards. Sandra Moreno, of our staff was unsuccessful in her attempts to reach you by telephone to discuss the option of a permanent ATM limit increase. If you are still interested in this option, please contact Sandra Moreno at *** *** *** or *** ***, Extension ***
We remain committed to our mission of serving our members, and I hope you will give us the opportunity to restore your faith and confidence in USAA. We appreciate you allowing us to reply to you.
Sincerely,
*** ***

June 22, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your second submission regarding Mrs*** ***’s automobile claimWe responded to your complaint on June 3, Because the matter involves Mrs***’s separate automobile policy, we must act within the appropriate privacy guidelinesAs we indicated in our response, we are committed to resolving Mrs***’s claim and we are available to address any concerns she may haveWhile 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, *** ***

March 23, 2015 Chief Petty Officer *** ***, USN (Ret.)Complaint ID #: *** Dear Chief ***: I am responding to your submission regarding your automobile and valuable personal property claims, and I regret the frustration you experienced as we strive to provide quality
claims service to our entire membership and to settle the claims for which we are legally liable We have shared your situation with our management team to prevent a future occurrence. The original repair estimate you received included the cost to repair the vehicle to its pre-accident condition; however, I understand you chose not to have some parts replaced for cosmetic reasons, which resulted in a lower repair estimate that was under your deductible. In addition, we issued a payment of $1,for *** ***’s missing ring. Please know USAA acts in accordance with regulations as well as with our core values of service, loyalty, honesty, and integrity, and we will continue to work hard to provide the level of service our members expect and deserve. We appreciate your service to our country and the opportunity to reply to you. Sincerely, *** ***

May 19, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your submission about the handling of your home mortgage application with the USAA Federal Savings BankThank you for speaking with *** ***, of our staff, who explained the mortgage process and confirmed
that the handling of your application was appropriate based on the information we were providedWe respectfully decline your request for reimbursementShould you have any further questions, Ms*** remains available, and she can be reached at *** *** *** or *** ***, Extension ***Mr***, thank you for your service to our country and for the opportunity to reply to youSincerely,
*** ***

November 7,
Mrs*** *** ***
Complaint ID #: ***
Dear Mrs***:
I am responding to your submission regarding your Extended Vehicle Protection (EVP) claim
We regret the frustration and inconvenience you and your family experienced, and we
appreciate you speaking with Celeste ***, of our staff, about the sequence of events with your claimAs she explained, our records reflect that the initial repair facility indicated that only repairs to the engine to include the camshaft were neededI understand that Ms*** also advised that additional engine repairs are being covered subject to the terms and conditions of the EVP contractIf you have any questions, Ms*** remains available to assist you and can be reached at *** *** ***, or *** ***, Extension ***
Mrs***, please know that member service is our top priorityThank you for allowing us to look into this matter and to reply to you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Still a very unacceptable response Yes, the claim has been settled but I will not accept some standardized response Usaa just doesn't want to accept the fact that it's employees could be in the wrongThis matter will remain unsettled until I receive formal written or verbal apology from USAA CEO and all involved in this claim Also I would like proof that *** *., the investigator has undergone proper training
Regards,
*** ***

USAA has now restricted all my online access including my online banking which my debit card was stolen from in a European countryAs soon as I sent TDIC information calling USAA as a liar my access is declined?
Sent from my iPhone

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,
*** ***

November 3,
Ms. *** ***
Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding the billing of your automobile policy, and we regret the frustration this matter has caused you
I understand that *** ***, of our staff, sent
you an email about the billing and cancellation of your policyAs he explained, two $returned payment fees were waived as a courtesy, and we are open to evaluating fee information from your bank for a possible refund
A thorough investigation of your billing was completed as you requested, and I hope you find the following information helpfulYour account was on an automatic payment planYour May payment was returned, and a notification was sent to youSubsequently, we sent a notice of cancellation due to nonpaymentPrior to the cancellation date, you scheduled two payments, and we indicated in a letter that the cancellation would be rescinded unless the payments did not clearBecause one of the payments did not clear, your policy was canceledYou spoke with us about issuing a new policy, and we indicated that full payment of the premium and an automatic payment plan would be requiredYou agreed to proceed, but two payments were inadvertently set upUltimately, both payments were stopped, and in August, we sent another bill with an automatic withdrawal date in September for the total premiumAfter the September payment posted, we agreed to refund it at your request and bill you the following monthBefore the payment was taken, you asked that the policy be cancelled, and the remaining uncollected account balance is $Should you have further questions about your billing, Mr*** remains available to assist you, and you may contact him by email on usaa.com
Thank you for giving us the opportunity to reply to you
Sincerely,
*** ***

March 20, 2015 Master Sergeant *** ***, USA (Ret.) Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding the premium for your Georgia property policy. We regret any frustration this situation may have caused you The feedback
about your experience has been shared, and coaching has been provided to those involved to ensure other members do not have a similar experience. Please know that it is never easy to ask our members to pay higher prices, and we take our competitive position in the marketplace very seriously We continually analyze expected losses and expenses as well as other rating factors when pricing our products. Thank you for speaking with *** ***, of our staff, who explained the factors for the annual increase in premium. I understand that she reviewed all of your Property and Casualty insurance policies, and premium-savings adjustments were completed. Thank you for allowing us to review your concerns and respond 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,
*** ***