USAA

January 6, 2015 Mr. Max William McDowell Complaint ID #: 10297980 Dear [redacted]: I am responding to your second submission regarding your request to open a checking account with the USAA Federal Savings Bank. We responded to your initial complaint on December 5, 2014. Our eligibility requirements were established in an effort to enforce fair and objective criteria for the USAA membership, and we apply these criteria consistently. In general, product eligibility at USAA Federal Savings Bank is limited to individuals, and their family members, who are currently serving or who formerly served and have a discharge type of “Honorable” from the United States military. These eligibility criteria have been established not because USAA is unsympathetic to the needs and desires of veterans whose service was characterized as General (Under Honorable Conditions), but because we are sincerely trying to manage our eligibility criteria on a fair and principled basis. If you believe that your discharge classification was unfair or incorrect, the Department of Defense has a process for reviewing discharge categorizations or correcting military records through the Discharge Review Board of each service. We appreciate the opportunity to review your concerns again. While we recognize that you do not agree with our position, we respectfully consider this matter closed. Sincerely, [redacted]

November 17, 2014
Master Sergeant [redacted], USMC
Complaint ID #: [redacted]
Dear Master Sergeant [redacted]:
I am responding to your submission regarding your May 22, 2012, homeowners insurance claim, and I regret any frustration you or [redacted] experienced.
Thank you for...

speaking with [redacted], of our staff, who explained that a thorough review of your situation was completed; however, no new information was discovered to warrant a change in our coverage decision related to the cause of the damage. Please note that the policy also excludes coverage for losses caused by latent defect. We are responsible for analyzing each loss on its own merits and for making decisions in accordance with the terms, conditions, and limitations of the policy. Occasionally, this involves delivering news which we know our members may find disappointing. This is never easy for us, especially when those members have been as loyal as you have been throughout your years with USAA. However, as [redacted] advised you, we are willing to review the breakdown of your contractor’s work, including any photos of the repairs, for consideration of coverage for any ensuing water damage.
We appreciate the opportunity to reply to you, and we hope to serve you in the years to come.
Sincerely,
[redacted]

June 28, 2017   Chief Petty Officer [redacted], USN (Ret.) Complaint ID #: [redacted]   Dear Chief [redacted]:   I am responding to your submission regarding your June 8, 2017, auto insurance claim.  I regret any frustration or inconvenience you experienced as a result of this...

matter.    Our records show that an email was sent to you with the full claim number when the claim was reported.  On June 20, 2017, [redacted], of our staff, contacted you to follow up on your concerns; however, you stated you would call back. Mr. [redacted] determined that the claims process is being followed appropriately.  If you have any additional questions, our representatives remain available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 17, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]   I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank (FSB), and we regret any frustration you experienced.   Thank you for speaking with...

[redacted] of our FSB staff, who explained the USAA Credit Card Agreement, which was provided when your credit card account was established and is available for your review on usaa.com, states that the FSB reserves the right to withhold credit availability on any payment.  When a payment is processed, the balance due is reduced at the time of payment; however, if the payment is held, the available credit for the amount of the payment may not be available for immediate use.  A payment may be placed on hold for reasons including, but not limited to multiple payments received in a short amount of time, returned payments, or payment amount in relation to account details (credit limit, payment history, etc.) is irregular.  If you have additional questions, Ms. [redacted] remains available to assist you.   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

June 23, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your February 16, 2016, homeowners claim and I regret any frustration this matter may have caused.   Unfortunately, [redacted], of our staff, was...

unsuccessful in her attempts to contact you regarding this matter; however, we have agreed to pay for a third inspection of your flooring.  Please visit www.[redacted].org to select the flooring expert of your choice from the National Wood Flooring Association.    I hope that this response reassures you that your satisfaction is important to us.  If you have additional questions, Ms. [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:The individual, from USAA, called and stated that I had provided only samples of "trade in value" and that was not a valid Diminished Value Claim. He stated USAA would increase the amount from around 366.00 to around 500.00. Nothing he stated was correct/factual.     
The documents I forwarded were retail values from the county tax office, Car Max, Dealership appraiser that clearly illustrated more than $7000.00 in loss value.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I disagree with USAA’s assessment of my claim.  I’m extremely disappointed.  USAA’s calculation does not reflect realmarket value of my vehicle as a result of the accident.  This matter will remain unresolved.
Regards,
[redacted]

February 21, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]
I am responding to your submission regarding auto insurance coverage for your 1996 Honda Civic.
Thank you for speaking with [redacted], of our staff, who determined the vehicle was not...

insured at the time of the loss. As discussed, we confirmed there was no reported system glitch that would have prevented you from adding the vehicle to your policy.
If you have additional questions on this matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 13, 2014
[redacted]
Complaint ID #: [redacted] 
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile accident.
We received your letter; however, we were unable to identify a specific claim based on the information provided. ...

If you provide an alternative date of loss, or other claim information, we would be pleased to complete another review of our records.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

June 25, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your homeowners policy. Thank you for speaking with [redacted], of our staff, about your concerns. While we recognize that you continue to disagree, we feel confident that the homeowners policy was issued appropriately. No new information has been presented that would warrant a change in our position. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:The Engineer did not show up due to inclement weather,  the interior drywall of my home is becoming more damaged each and every rain or snow storm we receive.
Regards,
[redacted]

June 22, 2016
 
Master Sergeant [redacted], USAF (Ret.)
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your submission regarding an overpayment to a USAA credit card account that was made from your USAA Federal Savings Bank (FSB) checking account.  We...

apologize for any frustration or inconvenience this situation may have caused you.
 
Our records show that you scheduled one-time online payments to your credit card account from your checking account on May 11, 2016, and May 24, 2016, and that both payments were scheduled with a May 31, 2016, arrival date.  You notified the FSB by email on May 31, 2016, that you made two payments and that you were requesting the reversal of the $130.00 payment.  Regrettably, you were advised that the payment could not be reversed.  After you escalated your request, the FSB staff advised you by email on June 3, 2016, that the FSB had processed the reversal and that it would take a few business days to complete.  Subsequently, the payment was reversed on June 6, 2016, and the next day, you acknowledged this by email.
 
As [redacted], of our FSB staff, advised you by email on June 9, 2016, your feedback was shared with the appropriate areas.  In that email, Mr. [redacted] also clarified when a payment scheduled online can be canceled or reversed.
 
Sergeant [redacted], we appreciate the opportunity to review the events that transpired and reply.
 
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.

November 14, 2016
[redacted], USN (Ret.)
Complaint ID #: [redacted]
Dear Lieutenant [redacted]
I am responding to your second submission regarding the unpaid balance on your credit card, which has affected your ability to obtain an automobile insurance quote.
We responded to the Revdex.com regarding your concerns on November 9, 2016, and in a prior letter to you dated June 13, 2005. While we recognize that you disagree, we feel confident that the correct decision has been made. No new information has been presented that would warrant a change in our position.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

January 30, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your automobile claim.   Thank you for speaking with [redacted], of our staff, who confirmed that we have fully compensated you for the damages...

related to the loss and that the rental car was authorized for the three days required to repair these damages.   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:I'm still in talks with [redacted] from USAA
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because USAA response is unacceptable.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:it does absolutely nothing to resolve the problem. just as they nave done in the past
Regards,
[redacted]

November 28, 2016
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your November 3, 2016, automobile insurance claim. We regret any frustration this matter may have caused you as we strive to provide quality service to all our members. ...


Our records indicate that a credit for reimbursement of the towing expenses incurred posted to your USAA checking account on November 4, 2016. [redacted], of our staff, has been unsuccessful in his attempts to reach you to address your concerns. Should there be additional questions, Mr. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

September 15, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding August 11, 2016 automobile accident.  I regret any frustration this matter may have caused.   Unfortunately, [redacted] of our...

staff, was unable to reach you by telephone.  Our records indicate your claim is still under review. Should you have any questions Mr. [redacted] remains available to assist you, and can be reached at ([redacted] or            (800) [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

October 16, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your third submission regarding your July 9, 2015, automobile claim. Thank you for bringing this matter to our attention again. [redacted], of our staff, has spoken with you regarding the information required to resolve your claim. If you have any further questions, Mr. [redacted], of our staff, remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted]