USAA

January 6, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding the debit cards associated with your checking account with the USAA Federal Savings Bank (FSB) We appreciate the time you took to bring your concerns to our attentionOur employees are expected to handle members’ requests efficiently and accurately, we assure you that coaching was provided to those involved to ensure that our communication addresses the questions submitted by our members [redacted] , of our staff, was unable to reach you to discuss your concerns in detail Our review of the situation found that we canceled debit card ending [redacted] on October 29, 2014, and mailed replacement debit card ending in [redacted] to your [redacted] ** address on October 31, When you informed the FSB that you had not received the replacement card, an updated debit card was sent to you on November 26, Your attempt to withdraw funds from the ATM on December 8, 2014, was declined because you used the debit card that was previously canceled Our records reflect that you activated your replacement card on December 11, 2014, and we apologize for the delays and frustration you experienced If you have further questions, *** [redacted] remains available to assist you and may be reached at (800) 531-USAA (8722), Extension*** [redacted] , we appreciate the opportunity to respond to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: USAA has failed to provide any copies of my payment, provide me access to my account to view my bill and a letter regarding our agreementUntil USAA takes some responsibility and provides me a receipt, access to my access to view my bill, and a letter stating that I will be paying $a month for the next monthly payments and then $for the rest of the policy, then I will agree on the terms to be acceptedSeems like USAA, on a daily basis, doesn't care about my issues or everyones issuesThey only care about their issues and provided extremely bad customer service!!!! Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: This issue remains unresolved Regards, [redacted] ***

January 28, Chief Petty Officer [redacted] ***, USN (Ret.) Complaint ID #: [redacted] Dear Chief ***: I am responding to your submission regarding your homeowners claim, and I regret the frustration you experienced as we strive to provide quality service and fair claims handling to our entire membershipAs [redacted] ***, of our staff, explained to [redacted] ***, we are willing to review any additional bids that you submit from other contractors in your areaIn addition, I understand that a supplemental claim payment was issuedShould you have additional questions, [redacted] remains available to assist you, and he can be reached at [redacted] or ###-###-####, Extension***Thank you for allowing us to reply to youSincerely, [redacted]

March 26, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your second submission about your settlement for the January 29, 2015, automobile claimAnother review of the claim resulted in an increase in your actual cash value settlement offer, and a check for the difference was mailed to you on March 23, Should you have additional questions, [redacted] remains available to assist you, and he can be reached at [redacted] or ###-###-####, Extension ***Thank you for the opportunity to review this matter againSincerely, [redacted]

April 15, Specialist [redacted] , USA Complaint ID #: [redacted] Dear Specialist [redacted] : I am responding to your submission regarding your USAA Federal Savings Bank (FSB) checking accountAs [redacted] , of our staff, advised, the FSB sent you a Notification of Overdraft along with monthly bank statements showing the account was overdrawnAfter being overdrawn for over days, the account was charged off for $111.15, and an Advice of Closed Account notice was mailed to you [redacted] explained that you would need to contact the collection agency to make payment arrangements and to discuss removing the account from collectionsWe would like to discuss your auto insurance policy with you at your earliest conveniencePlease call [redacted] , of our Policy Service staff, at [redacted] ***) or ###-###-####, Extension ***She will be happy to assist youThank you for allowing us to reply to youSincerely, [redacted]

January 8, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding the September 28, 2012, automobile claim Thank you for speaking with [redacted] , of our Claims staff, who reviewed the medical bill auditing process and confirmed that the position remained unchanged In addition, your medical provider may appeal by submitting supporting documentation for our review Should you have any additional questions, [redacted] remains available to assist you, and she can be reached at (800) 531-8722, Extension ***I appreciate you allowing us to respond to you Sincerely, [redacted]

April 16, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your second submission regarding your March 13, 2015, automobile total loss claimThank you for bringing your additional concerns to our attentionI understand that you spoke with [redacted] , of our staff, who confirmed you received the payment and that you were not charged any feesIf you need additional assistance, please contact [redacted] at [redacted] or ###-###-####, Extension ***We appreciate the opportunity to respond to you againSincerely, [redacted]

November 21, [redacted] Complaint ID #: [redacted] Dear [redacted] This letter is in response to your November 10, 2014, rebuttal submission regarding the September 19, 2014, automobile claim We provided detailed responses to the Pennsylvania Insurance Department and the State of Delaware Department of Insurance on November 11, 2014, and November 14, 2014, respectively We appreciate the opportunity to review your concerns again Sincerely, [redacted] ***

January 21, Sergeant First Class [redacted] Complaint ID #: [redacted] Dear Sergeant ***: I am responding to your submission regarding rental reimbursement coverage for your December 29, 2014, automobile claimThank you for speaking with [redacted] , of our Underwriting staff, about your concernsWe are responsible for analyzing each loss on its own merits and for making decisions in accordance with the terms, conditions, and limitations of the policyWe have thoroughly reviewed this matter, and at the time of the December 29, 2014, accident, your automobile policy did not carry rental reimbursement coverageTherefore, we respectfully decline your request to compensate for loss of use of your vehicle as a result of this claimSergeant ***, we regret the frustration this situation has caused youWe appreciate the opportunity to review this matter and respond to youSincerely, [redacted]

May 11, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the Debt Protection claim for your auto loan with the USAA Federal Savings BankI regret the frustration you experienced with filing a claim with our Debt Protection administrator, Assurant SolutionsThank you for speaking with [redacted] , of our staff, regarding your concernsAs she advised, Assurant received the requested documentation and processed four paymentsMs [redacted] remains available should you have any additional questionsWe appreciate the opportunity to reply to youSincerely, [redacted]

February 4, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your second submission regarding online access to your accountsWe responded to your complaint on January 22, 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 positionWith regard to your bank statements, [redacted] ***, of our staff, confirmed that the documents will be delivered electronically [redacted] , we appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: USAA has NOT tried to resolve this complaint at allNo compromises, no working to help me in any way USAA has flat lied to me and to the consumerWhile it is true they have the best homeowners insurance rates around, it is totally worthlessI have since replaced my homeowners insurance with another carrier to protect my investments because I cannot trust USAA any further I recommend keeping a clear distance from USAA Regards, [redacted] Disabled American Veteran

January 29, [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your second submission regarding your automobile claimThank you for discussing this matter again with [redacted] ***, of our Claims staff, and for accepting the total loss settlement [redacted] remains available to assist you, and she may be reached at [redacted] or ###-###-####, Extension***Thank you for allowing us to respond to youSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I am always amazed at the willingness of businesses to LIE in order to make themselves look better I spoke to [redacted] about this matter over the phone SHE ACKNOWLEDGED THAT I WAS ***NEVER [redacted] SENT A LETTER NOTIFYING ME THAT THE PAYMENT WAS DECLINED.Why the [redacted] is USAA now lying about this? [redacted] said:> 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, 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 $569.83> was received.Go back and listen to the phone call between me and [redacted] She even said that it was USAA policy - that their system does NOT generate ANY notice UNTIL the late fee has been issued!!!!!I NEVER RECEIVED A NOTICE IN SEPTEMBER OR OCTOBER SAYING THAT $WOULD BE DEBITED FROM MY CHECKING ACCOUNT (First off, the automated payment plan was for a credit card, NOT a debit card - seriously, did you even [redacted] try when you decided to make this [redacted] up?) [redacted] made no mention of this in our phone call, and even said that your system does not send out these notices.I NEVER RECEIVED A NOTICE ON OCTOBER 3RD, NOR ANYTIME SINCE, SAYING THE PAYMENT WAS DECLINED [redacted] made no mention of this in our phone call, and even said that your system does not send out these noticesSeriously people, what the [redacted] is wrong with you? [redacted] reversed the $late fee, confessed that the system had known issues and apologized (several times) that NO notices were sent prior to being charged the late fee And now here you are LYING: - you LIED about the type of charge (credit not debit) - you LIED about sending a notice of the automatic payment - you LIED about sending a notice of declined payment.That's a shameI had this all worked out with [redacted] , but now that you have LIED to the Revdex.com, I'm rejecting your response IF YOU DO NOT ADMIT YOU HAVE LIED, I WILL FILE A COMPLAINT WITH THE DIVISION OF INSURANCE.Have fun with that.Regards, [redacted]

January 13, Mr [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your December 24, 2014, rental reimbursement claimI appreciate you discussing this matter with [redacted] , of our staffAs she explained, 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 at the time of lossOur records indicate you filed a claim on December 24, 2014, and added rental reimbursement to your policy six days laterIn addition, based on the facts of the loss and your automobile policy contract, mechanical failure is not a covered loss in which rental coverage would applyTherefore, we must respectfully decline your request to reimburse you for rental expensesThank you for allowing us to reply to youSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: It provided no action to resolve the caseThe insurance company has refused to show why they should not honor the claimTheir inability to contact their insured is no reason enough to deny a lawful claimApparently the only one profiting in the affair is the insurance company that continues to receive premiums while refusing to pay damages by their client with no reasonable defense for not covering damages Regards, [redacted]

April 15, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission about the handling of your balance transfer requestWhen we discover that matters have not been handled to a member’s satisfaction, we appreciate the opportunity to review our processes and to resolve the situation, as you allowed us to doPlease know that coaching has been provided to those involved to ensure other members do not have a similar experience [redacted] , of our staff, was unsuccessful in her attempts to reach you by telephone; however, I understand that you have since spoken with a Bank representative who issued convenience checks to you via FedExAs the representative explained, in order to take advantage of the promotional rate, we must post the check by April 27, Should you have any further questions, Ms [redacted] remains available, and she can be reached at (###) ### #### (###) or ###-###-####, Extension #####Thank you for allowing us to reply to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

November 11, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your September 22, 2014, homeowners insurance claim We strive to provide quality service and fair claims handling to all of our membersI’m sorry for the frustration and inconvenience this situation caused youPlease know that coaching was provided to those involved to prevent other members from having a similar experience Thank you for speaking with [redacted] ***, of our Claims staff, about your concernsAs Ms [redacted] explained, 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 policyAlthough we are unable to provide coverage to repair the source of the leak, I am pleased to know that payments were sent to you for the resulting water damage and for the leak detection chargesShould you have further questions, Ms [redacted] remains available to assist you and may be reached at [redacted] or [redacted] , Extension *** Thank you for allowing us to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have informed all parties that my schedule is extremely busy and have authorized them to communicate with my parentsI do not understand why my request has not been addressed [redacted] & [redacted] can be reached at ###-###-#### and are allowed to negotiate on my behalfOn a second note, I believe that under the UNFAIR Claims Practice Act, I might have been violated with the treatment from my claimIf that is so, then I believe that the conduct at hand validates this with an excessive amount of Bad Faith! Regards, [redacted] ***