USAA

October 3, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your June 29, 2016, automobile insurance claim. We regret any frustration this matter may have caused you as we strive to provide quality service.
Thank you...

for speaking with [redacted], of our staff, regarding the rental vehicle. As he explained, a check for reimbursement of expenses incurred was sent to your address on record on September 27, 2016.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because I did not find resolution to my issue. USAA failed to cross check the account number with the name on the account, resulting in a incorrect deposit. Furthermore, USAA failed to remedy the issue and did put the funds back in the proper account. To reiterate: this issue has still not been resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The funds were credited shortly after my complaint.
Regards,
[redacted]

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

June 7, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding the balance in your certificate of deposit account.  I apologize for the frustration you experienced as we strive to provide quality service to our...

entire membership, and feedback about your situation has been shared with the appropriate areas.
 
Thank you for speaking with [redacted], of our staff, who accommodated your request and confirmed your receipt of the funds on June 3, 2016.  I hope that your conversation with Ms. [redacted] reassured 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]

December 30, 2016
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your auto claim.
We regret any frustration you have experienced, and we appreciate you speaking with [redacted] and [redacted], of our staff,...

about the status of the claim investigation. If you have additional questions, Mr. [redacted] and Ms. [redacted] remain available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response.  While I was able to reach a customer service representative I was on hold for 25 minutes before the phone was answered.  She was very pleasant and made an honest effort to assist me.  This was much better than any of my numerous attempts over the past 12 months to resolve the issue.  I am happy to report that the issue with my vehicle title appears to be resolved and that I am finally being offered sufficient information about my ex-wife's debts to potentially obtain resolution to that issue as well.However, she was unable to address my concern about restoring my online account access and full access to all services.  Once again, I was told that there is nobody from management that can affect the "policy" and the only option I have is to write to the Mr. [redacted] directly to plead my case.  I asked for an email address or phone number and was told none is available.  Apparently, despite the fact that this is the first time I am being provided accurate information about the debts in question and that the agent was able to verify that my ex-wife intentionally blocked any notification to me about the debt there is nothing I can do.  I was informed that even though I have not done anything wrong and that even though I am clearly attempting to settle my ex-wife's debts with the company I will not be given my access back until 14 days after the entire debt is paid.So while I appreciate that USAA is finally making some effort to resolve this issue I am not satisfied that my good name and status with the company is being restored.
Regards,
[redacted]

[redacted]
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[redacted]
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[redacted]
 
I am responding to your submission regarding your automobile insurance premium.
 
Our records indicate that your December 2015 policy renewal reflected a semi-annual premium due.  In January...

2016, a Special Payment Arrangement (SPA) was established.  We received payments for your policy; however, they were not sufficient to cover the amount due.  Therefore, the SPA ended and on March 15, 2016, a Non-Payment Cancellation (NPC) statement was generated.  In March 2016, we received several payments but they were not sufficient to cover the required amount.
 
I understand you spoke with one of our representatives who re-established an SPA and accepted an additional payment which rescinded the NPC.  As you were advised, your April 2016 statement will reflect the payment for the amount due by May 6, 2016.  Laura Perales, of our staff, was unable to reach you to discuss the matter; however, she remains available to assist you should you have additional questions.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:this is becoming too much! I called on the 18th of august and was told that a request from the previous insurance company was sent on the 17th of august. I waited exactly 2 weeks and called again... I was told the exact same thing I was told 2 weeks prior and that was a request of information was sent to the previous insurance company. My question is why wasn't all of that done the first time when the request was submitted and why wait almost 5 months into this investigation to request that information. This whole process I'm being left out of the loop. I'm not being updated on the status of the claim. I have to engage [redacted] to get any information. I currently still paying insurance for a car that I haven't had in my possession for 8 days short of 5 months. This is very frustrating and draining to have to deal with this on top of being away from my family putting my life on the line everyday. When will this be over? Could I have an actual date when this will be finalized??? God Bless.
Regards,
Willis [redacted]

December 5, 2014
[redacted] Complaint ID #:[redacted]
Dear [redacted]:
I am responding to your submission regarding your request to do business with USAA.
Our records confirm that we have advised you on several occasions that we exercised our right to no longer do business with...

you due to your prior interactions with our employees. Further, I understand that on November 18, 2014, you spoke with [redacted], of our staff, who agreed to review any supporting documentation regarding the cause of your previous conduct and steps you have taken to correct the behavior. The offer to review the information should not be considered a guarantee that our decision will be reversed. To date, we have not received the documentation from you. Should you have any questions, [redacted] remains available to assist.
We appreciate the opportunity to reply.
Sincerely,
[redacted]

November 29, 2016 Ms. [redacted] [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your Florida automobile insurance policy.  [redacted], of our staff, was unable to reach you to discuss your concerns. Nonetheless, a thorough review of your account was completed.  An accommodation was approved to backdate the vehicle location on the automobile policy, and a credit was applied to your account balance. I hope this outcome reassures you that your satisfaction is important to us.  While we regret any frustration or inconvenience you experienced as a result of this matter, we respectfully decline your request for monetary compensation. 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: At this time these are the facts. On 4/18/2016 I filed a dispute for a charge of $1,900.00 which I received a provisional credit for. On 07/06/2016 someone reversed that credit unlawfully as the 90days was not up until 07/18/2016, no affidavit had been sent nor notice stating that the credit would be reversed. Then on 07/14/2016 (4 days prior to the 90days) I received an email stating that the dispute had been resolved in my favor and the temporary credit are permanent however, someone had already reversed that credit.
Regards,
[redacted]

August 16, 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 discussed the claim investigation and the liability decision. If you...

have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

July 15, 2016 Mr. [redacted]. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your auto loan concerns. I apologize that we did not meet your service expectations as we make every effort to ensure our members’ accounts are serviced and maintained efficiently...

and accurately. When 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 do. Thank you for speaking with [redacted], of our staff, regarding the system malfunction that occurred which resulted in the statements being sent to you in error. I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us. If you have additional questions, Ms. [redacted] remains available to assist you. I regret the frustration you recently experienced and your feedback is appreciated as we are continually seeking ways to improve the way we do business. We appreciate you allowing us to reply to you. Sincerely, [redacted]

June 30, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile claim.
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns. Nonetheless, he completed a thorough...

review of your account and confirmed our records show you or your spouse processed a transaction on March 23, 2017, to increase the deductible of the 2010 Honda CRV from $100.00 to $500.00 effective on March 24, 2017. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

January 10, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your second submission regarding your property claim. We regret any frustration you may have experienced.   I understand [redacted], of our staff, spoke with you regarding proof of ownership requirements and the status of your claim.  Should you have any further 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:prior to the investigator informing me of the prior damages to the vehicle before I owned it the vehicle was working just fine. I put over 10,000 miles on it with no complications. The vehicle even passed state inspection. The investigator mentioned to me that the his expert inspector said the tires weren't moving when the vehicle was in the accident as well as stating that the motor was seized before I bought the vehicle. I don't know of anyone who would purchase a vehicle for $50,000 that doesn't work. Those accusations doesn't make sense and in the meantime I am spending my life savings on insurance and a vehicle that I don't have plus$[redacted] a month on rental cars that I haven't been reimbursed for it to include my day to to life expenses. This whole process has taken over 3 months and it's still going. This is completely unsatisfactory and [redacted] need to fine tune thier processes. I can't wait for this to be over. I'm strongly reconsidering my 7 year membership. 
Regards,
[redacted]

March 16, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the handling of your automobile claim.  Our employees are expected to be responsive to claims communications, and I regret that this was not your...

experience.  However, we must respectfully decline your request for compensation.
Thank you for speaking with [redacted], of our staff, who advised that coaching was provided to those involved to prevent a future occurrence.  I understand that an adjuster spoke with your physical therapy provider on March 7, 2016, and confirmed that coverage was available.  Should you have any further questions, Ms. [redacted] can be reached at [redacted]
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

June 24, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your accounts with the USAA Federal Savings Bank (FSB).  I regret any frustration or inconvenience this matter may have caused you.
 
In...

accordance with the USAA Depository Agreement and Disclosures, which is provided to all account holders at account inception, the FSB may close your account at any time without advance notice.  Likewise, the FSB credit card accounts are governed by the USAA Credit Card Agreement (Agreement) that is given to cardholders at the time the account is established.  The Agreement states that the FSB may close or suspend an account at any time without prior notice.
 
[redacted], of our staff, attempted to reach you to discuss your concerns.  She validated that your account access was restricted in accordance with our business policy; that your credit card account was revoked; and that notification was mailed to you on June 1, 2016, indicating your deposit accounts would be closed on July 1, 2016.  In addition, your debit cards are active and available for your use until July 1, 2016.  If you would like to close the remaining accounts sooner or need assistance with other existing USAA accounts, our representatives are available by phone, regular mail, or fax.
 
Mr. [redacted], the FSB complies with all banking regulations and with our core values of service, loyalty, honesty, and integrity.  We strongly disagree with your allegations of wrongdoing and respectfully decline to restore your account access.  Ms. [redacted] is available to assist you and can be reached at [redacted] or [redacted].  Thank you for 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.  Other bank products are issued and serviced by USAA Federal Savings Bank.

Complaint: [redacted]
I am rejecting this response because:My claim has not been fully resolved and I will update once complete.  [redacted] is the only person involved who has held up her end in responding.  The manager nor adjuster has not tried to resolve without us having to call [redacted] to get them to respond.  I do appreciate her handling my claim but there are still a couple of steps to determine if truck will be repaired or total loss.  Until then I wish to leave this as unresolved.
Regards,
[redacted]