USAA

November 28, 2016
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding your October 8, 2016, automobile insurance claim. We regret any frustration this matter may have caused you as we strive to provide quality service to our members....


Thank you for speaking with [redacted] of our staff, who addressed your concerns regarding the extension on the rental vehicle. As Ms. [redacted] advised, the assigned adjuster will contact you to further discuss the status of your vehicle.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

April 24, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your August 14, 2013, automobile claim. Our employees are expected to be courteous and professional at all times and to handle claims efficiently, and I regret any...

frustration you may have experienced. I understand that you spoke with [redacted], of our staff, about your concerns with the quality of the repairs completed on your vehicle. As Mr. [redacted] advised, we thoroughly reviewed the matter and determined that the issues you outlined in your letter were not related to the August 14, 2013, claim, therefore, coverage will not be provided. If you have any further questions or concerns, Mr. [redacted] remains available to assist you and can be reached at [redacted]
Thank you for allowing us to reply to you. Sincerely, [redacted]

[redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding the refund of your flood insurance premium. I regret any frustration you experienced as a result of this matter. Thank you for speaking with [redacted], Member Solutions Manager,...

who accommodated your request. As Mr. [redacted] advised, the flood policy was canceled, and the payment for the full amount of the premium was refunded to your savings account with the USAA Federal Savings Bank on April 6, 2016. If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [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.
Good Evening,I received my check in the mail today.  Thanks for your the excellent service your company provides as always! I...

consider this issue closed. I couldn't figure out how to send this message through the complain ID system, so that's why I'm using an email.Have a Nice Day,[redacted]

June 10, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding the February 24, 2016, automobile claim.  I regret any frustration or inconvenience you experienced as a result of this matter.
 
Thank...

you for speaking with [redacted], of our staff, regarding your concerns.  A payment was issued to the registered owner of the vehicle on May 31, 2016.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was never notified of my account with my money being held. Also, your company was negligent in their "investigation" and with the lack of information and false information provided to my husband when his account was hacked. You have now not only caused us financial distress but refuse to give us the opportunity to prove your wrongness. USAA claims to be at such a high standard but that's only when things are not being tested. Fraudulent activity was noticed by no one and my husband woman informed that it was a "annual review " of his account when he initially contacted the company which by the way was a false statement. 
Regards,
[redacted]

March 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your February 15, 2017, automobile claim.
Thank you for speaking with [redacted], of our staff, who confirmed the claim would be updated to show as “Report Purposes...

Only.” Please allow up to 45 days for updates to be reflected on LexisNexis’ Comprehensive Loss Underwriting Exchange (CLUE) report. As you requested, your automobile policy will be canceled as of 12:01 a.m. on March 17, 2017. 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:  They have had more than ample time to handle this case. They are dragging this along to the extreme & are are not keeping me aware of the progress if any is being made. No-one from claims has updated me .
Regards,
[redacted]

November 20, 2014
[redacted] Complaint ID #:[redacted]
Dear [redacted]:
I am responding to your submission regarding your homeowners insurance claim.
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. We completed a thorough review of your claim and determined that the damage to your roof occurred prior to July 23, 2014, the date you made changes to your policy. Therefore, we must respectfully decline your request to apply the $500.00 deductible. [redacted], of our Claims staff, was unable to reach you by telephone to discuss your concerns. She remains available to assist you and may be reached at (210) 531 – USAA (8722) or (800) 531- USAA (8722), Extension[redacted].
While we realize this is not the outcome you were expecting, we appreciate the opportunity to look into this matter and to reply to you.
Sincerely,
[redacted]

February 23, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your insurance policy payments.  We strive to provide quality service, and I regret that this was not your experience. 
We thoroughly reviewed...

your account and confirmed that the matter was handled appropriately.  [redacted], of our staff, was unable to reach you, and due to privacy laws in your state, we ask that you contact Mr. [redacted] directly to discuss your concerns.  He can be reached at [redacted] or ###-###-####.
We appreciate the opportunity to look into the matter and respond to you. 
Sincerely,
[redacted]

February 9, 2016 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank. Thank you for taking the time to speak with [redacted], of our staff, about your account. I understand...

she advised you of the requirements to increase the credit limit on your credit card account, as well as what we need in writing to cease the calls you are receiving. Should you have any additional questions, Ms. [redacted] remains available to assist you and can be reached at [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.

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]

March 13, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your homeowners insurance claim.
As confirmed in our previous correspondence and during several conversations with members of our staff, your claim has been thoroughly reviewed, and our decision was made in accordance with the terms, conditions, and limitations of the policy. Although you may disagree with our position, we are confident the correct decision has been made.
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:  Respectfully, I have asked that USAA provide me a written description of the coverage they are going to provide for this particular incident, e.g. coverage for a multi-person vehicle at $50.00/day.   I was advised by a representative of USAA that their review of records on our insurance requirements did not reveal a transcription error (placing the multi-person/large vehicle rental coverage on the wrong car - on the Jeep Compass vs the GMC Denali/now Toyota Sienna).  Clearly, I should have such discussions in writing prior to engaging a rental.  Thanks for your assistance.
Regards,
[redacted]

November 8, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the balance related to your insurance and the limited access you have to usaa.com.   On October 26, 2016, [redacted], of our staff, discussed your...

concerns; however, she was unsuccessful in communicating an explanation of the balance owed.  Due to privacy laws in your state, we ask that you contact Ms. [redacted] directly to discuss further.  She can be reached at [redacted] or [redacted], extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: it really tells me nothing at all.I had asked to speak to a manger, that could not happen.I asked that a manager call me the next day in a morning window.That did not happen. They keep strangely sending my claim informationto my wife's email, instead of mine even after this was pointed out to them..Just very careless handling from A to Z.USAA seems lost when it comes to customer service skills.
Regards,
S [redacted]

July 18, 2016
 
[redacted]
Complaint ID #: [redacted]
 
Dear Ms. [redacted]:
 
I am responding to your submission regarding your automobile claim.  We apologize for any frustration or inconvenience you may have experienced, as we strive to provide quality service and fair claims...

handling.
 
Thank you for speaking with [redacted], of our staff, regarding your concerns.  I understand that your claim has been transferred to your current insurance carrier.  If you have additional questions, Ms. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

September 11, 2015 [redacted]
[redacted]
 [redacted] I am responding to your submission regarding your June 22, 2015, automobile claim.  I regret any frustration you have experienced.  Please be advised that we analyze each...

loss on its own merits and make decisions in accordance with the terms, conditions, and limitations of the policy.  It is important to note that your vehicle was considered repairable based on the damage amount and value of the vehicle at the time of the loss.  Our records indicate that between July 15 and August 1, 2015, you were informed that a diminution in value (DIV) claim could be pursued.  You were asked to call and speak with an adjuster to start the process; however, we do not have record that you attempted to make contact with an adjuster.   [redacted], of our staff, was unsuccessful in his attempts to reach you to discuss the steps required to initiate the DIV claim.  A DIV evaluation form was mailed to you on September 8, 2015.  Once the form is completed and returned, we can move forward with the handling of the DIV claim.  Should you have any questions, Mr. [redacted] remains available, and he can be reached at [redacted] 
 Thank you for allowing us to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: the Electronic Dash Cam is Absolute & Clear. It shows My Contending with what is clearly shown on the Video Sequences of/and arriving to an Empty Stop Sign Tee Intersection that is according to the Department of Motor vehicles Rules and State Laws is a Single File ONLY front to back One Vehicle at a Time allowed at a Stop Sign. Your Insured who slipped in between my Vehicle & the Curb THEN traveled along my side into the Main Rd is Not only illegal but Dangerous & is Wreckless Endangerment. You can clearly see contact occur's out in the Main Rd in the Process of my Right Turn. For the Officer to use Biased Careless Wording to Favor one over the other is not only unprofessional but a Careless Opinion who from the Very Dash Cam VIDEO PROVES HE IS ABSOLUTELY WRONG AND BASICALLY LYING. HOW DO YOU GET " ALL OF A SUDDEN " IN AN ORDINARY RIGHT HAND TURN. THIS IS NOW GOING TO THE NEXT LEVELS THAT WILL FOR YOU BE THE FIRST TIME OUT OF A SEA OF VICTIMS YOU HAVE RACKED UP ACCORDING TO THE MASSIVE HORRIFIC REVIEWS AGAINST YOUR COMPANY DOCUMENTED ON LINE WILL BE A WAKE UP CALL AND WILL BE CAREER DAMAGING EVEN CAREER ENDING AS WE NOW WILL BEGIN A CAMPAIGN TO EXPOSE AND POSSIBLY END USAA REIGN OF DESTROYING PEOPLES LIVES WHICH IS SEEMS YOU ALL TAKE EXTREME PLEASURE IN DOING. THE PARTY'S OVER. YOUR NOT GOING TO LIKE THIS. PS. SUSPICIOUS VEHICLES OR PERSONS FLOATING AROUND OUR HOME CAN AND WILL BE DEALT WITH HARSHLY DUE TO THIS BEING A HIGH CRIME AREA, WE CANNOT DISTINGUISH THUGS FROM THE NEIGHBORHOOD FROM YOUR THUGS SENT BY YOU TO INTIMIDATE, HARASS, STALK OR TERRORIZE US ESPECIALLY IN PUBLIC. I AM A PRIVATE INVESTIGATOR AND WE WILL TAKE ACTION ON WHAT WE DEEM TO BE THUGS UP TO NO GOOD ESPECIALLY SINCE OUR HOME HAD TAKEN GUNFIRE ON RECORD WITH ALL THE LAW ENFORCEMENT AGENCY'S. OUR MOTO IS ENGINE FIRST DRIVER SECOND. WE ARE PREPARED TO OBTAIN PERMITS AND PICKET THE FRONT ENTRANCE TO YOU CORRUPT EMPIRE. ONCE THE PUBLIC SEES YOU ARE IN THE WRONG AS WE WILL RELEASE THE VIDEO WE EXPECT YOU WILL LOSE MASSES OF EXISTING AND POTENTIAL RE-UPS OR NEW -UPS OH!! I AM RETIRED AND NOW HAVE A NEW MISSION, AND THAT IS TO EXPOSE USAA TO THE WORLD. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: when I spoke to Mrs Martinez, she admitted that the way the policy is worded could be misleading .She also stated that she would not do anything but in the future they would look into rewording thier policy so customers would not be...

mislead or confused. Please pull phone records teanscript, it should be availble because it was less than 90days ago. If your policy is not clear meaning customer could be mislead or confused, it should be honored.
Regards,
[redacted]