USAA

June 16, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your homeowners policy and the subsequent claim that was filed. We analyze each loss on its own merits and make decisions in accordance with the terms, conditions, and...

limitations of the policy. [redacted], of our staff, completed a thorough review of the matter, but he was unsuccessful in his attempts to reach you by telephone to discuss your concerns. I understand that you have been in contact with our claims staff since March 2014 regarding the law suit that was filed. As we have previously explained, the homeowners policy was issued appropriately and a subpoena would be required to release our records related to its issuance. Should you have any further questions, Mr. [redacted] can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

December 21, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your automobile claim.   Thank you for speaking with [redacted], of our staff, regarding the payment for your claim and the supplemental...

repair process.  Should you wish to discuss this matter further, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Please close complaint [redacted]  the matter has been resolved Thank You [redacted]

August 21, 2015 [redacted] Dear [redacted]: I am responding to the submission regarding a transaction you are disputing on your credit card account, and I regret any frustration this matter may have caused you.  We would...

also like to extend our deepest condolences on the passing of your spouse. I understand that [redacted], of our staff, spoke with Ms. [redacted], acting in her capacity as your attorney-in-fact about the situation.  As a courtesy, a credit of $499.99 for the charge in question was refunded to your credit card account on August 17, 2015, in addition to $7.25 in finance charges and a $15.00 late fee.  A request was submitted to the consumer reporting agencies to update your information accordingly.  We appreciate your feedback, and we have shared it with the appropriate parties for consideration as we are always looking for ways to improve how we do business.  If there are any further questions, Ms. [redacted] remains available to assist.    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.

October 7, 2016 Major [redacted], USAF (Ret.)Complaint ID #: [redacted] Dear Major [redacted]: I am responding to your submission regarding your automobile claim, and we regret any frustration you experienced. Thank you for speaking with [redacted], of our staff, who...

confirmed an agreed repair estimate has been reached between your repair shop and VSPEC.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the unauthorized charge that reflected on the auto loan you hold with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted], of our FSB staff, about...

your concerns. As she explained, the charge for $32.20 that reflected on your loan statement was the lien recording fee; however, it was applied to the account in error. On March 28, 2017, the fee was applied as a principal payment. We regret the confusion this issue created, and if you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to look into this matter and reply to you.
Sincerely,
[redacted]

November 6, 2015Ms. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your submission regarding your automobile claim.  Please know that we conduct business in keeping with USAA’s core values of service, loyalty, honesty, and integrity.Many factors are taken into...

consideration when determining the actual cash value of a vehicle, such as the mileage, the options, and the condition of the vehicle.  I appreciate you discussing this matter with Yamel [redacted], of our Claims staff, who will remain in contact with you about the settlement value.  Our records reflect that Extension 74003, which was previously provided to you to reach us, is incorrect, and we apologize for the frustration this caused you.  Should you have any additional questions, Ms. [redacted] remains available to assist and can be reached at ([redacted]Thank you for allowing us to reply to you.  Sincerely,[redacted]

February 23, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your joint checking account with the USAA Federal Savings Bank (FSB). We strive to provide quality service to our entire membership, and we regret the frustration you...

experienced. The Depository Agreement and Disclosures (DAD), which is provided to account holders at account inception and available on usaa.com, governs deposit accounts and describes the hold policy associated with funds transfers. The DAD states that funds submitted through the Automated Clearing House "(ACH) debit transactions (where the FSB drafts funds from (debits) a non-USAA account for deposit into your FSB account)" are subject to a funds hold for up to seven business days from the date of deposit. It further states, "In some instances, funds may be available sooner than seven business days based on such factors as credit worthiness, the length and extent of your relationship with FSB and its affiliates, transaction and experience history, and such other factors as FSB, in its sole discretion, deems relevant." Thank you for speaking with [redacted], of our staff, who explained the reason for the hold, confirmed the information you had received was accurate, and respectfully declined your request for reimbursement of fees. If you have additional questions, Mr. Garcia remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted]

December 17, 2015Ms. [redacted] Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your submission regarding your automobile policy. We confirmed that the extended transportation expenses coverage was accurately removed from your policy and that paperwork reflecting the adjustment was...

sent to you.  As such, the extended transportation expenses coverage would not apply to the December 4, 2015, loss.  [redacted], of our staff, attempted to speak with you about this matter, but you requested a response in writing.  Please consider this our written response to you.  If you would like to discuss your concerns, Mr. [redacted] can be reached at [redacted].While we realize this is not the outcome you were hoping for, we appreciate the opportunity to reply.  Sincerely,[redacted]

May 9, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your Platinum Visa® credit card with the USAA Savings Bank and I regret any frustration this matter may have caused you.   Thank you for speaking with...

[redacted], of our staff, who discussed your concerns.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  As he mentioned, the balance from your MasterCard was transferred to your Visa, along with a refund of $297.28 for the interest accrued to date.  Additionally, a request was submitted to remove any adverse reporting to the credit bureaus.  If you have additional questions, Mr. [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, 2016
 
Mrs. [redacted]
 
Complaint ID #: [redacted]
 
Dear Mrs. [redacted]:
 
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).  We
 
strive to provide quality service to our entire...

membership, and we regret the frustration you experienced.
 
The Depository Agreement and Disclosures (DAD), which is provided to account holders at account inception and available on usaa.com, governs deposit accounts and describes the hold policy associated with funds submitted through RDC services. The DAD states, “FSB will hold the funds for up to seven business days from the date of deposit. In some instances, funds may be available sooner than seven business days based on such factors as credit worthiness, the length and extent of your relationship with FSB and its affiliates, transaction and experience history, and such other factors as FSB, in its sole discretion, deems relevant.”
 
[redacted], of our staff, was unsuccessful in her attempts to discuss your concerns by telephone.  Ms. [redacted] thoroughly reviewed your checking account and confirmed that the application of the deposit hold was appropriate.  If you have additional questions, Ms. [redacted] remains available to assist you.
 
We appreciate the opportunity to reply to you.
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have spoken with Mr. [redacted] and he has resolved absolutely nothing.  We spoke last week and there was a difference between what my adjuster told me on the phone and what she documented in her reports. When I discovered this I asked Mr.[redacted] to pull the tapes.  Conversations are on recorded lines.  Mr. [redacted] states he was unable to do this but her manager would be able, if possible.  I requested that he contact me and simply communicate with me no matter what outcome.  Three business days later I have heard nothing.At this point I believe my adjuster, [redacted], has taken a passive aggressive stance.  She still won't answer her voice mail, her replies to the written board are vague and circular.  The two times I have spoken to her directly she told me one thing then later denied it or demonstrated zero intent in actually performing as stated.  If you need specifics I will be happy provide them.  Last week she addressed items submitted 8/15.  She failed to acknowledge aprox a half dozen items that I sent in for dispute. All receipts were sent in as purchased and now payment is being withheld for "verification".  I now feel as if I was robbed twice.  The first time was quick and clean.  They stole my uHaul.  The second robbery is presently in play. Ten weeks after the initial robbery I have yet to receive payment for receipts submitted.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:None of the three reasonable outcomes have been met by USAA. As a reminder, the three action items available to USAA in order for this to be considered appropriately closed are 1. restore the previous working product (i.e. Spending Plan) 2. address the flaws that make this product non-functional in a timely manner (less than a month considering the duration that these problems have existed and not been addressed) 3. Issue a public apology to your customers regarding the rollout of this tool and remove all instances from the website where My Budget is being advertised (you cannot advertise for something as a means of drawing in customers when it doesn't work).
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:[redacted] Yesterday and day before I got 2 app messages stating I owed for May then June when they should have cancelled my policy, and today it is still reflecting I have a current policy. It does not reflect my cancellation at all. Then I get this in the mail last week. What do I do?Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: it isn't fair and I was still not compensated for service I already paid for. Also the representatives gave me the wrong information which they should have been held responsible for and honored what I was told. 
Regards,
[redacted]

January 13, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. Eisenman:
I am responding to your submission regarding your auto claim.
I am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire membership. We appreciate you...

speaking with [redacted], of our staff, about this matter. If you have any other questions, Mr. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My daughter has never been in a car accident, so why is that on her driving record? My rates did increase after USAA put an accident on her record! It was an oil leak, no accident, just because I used insurance to have the leak checked out ( told no pothole damage) doesn't make it an accident. What's the purpose of having insurance if I get penalized for calling them? They don't provide customers information regarding their policies is what I was told. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
USAA has stated that they have not made contact with the insurer so they could process the claim.  I have correspondence with the insurer that they have validated the claim.  I do not accept their response in the matter.  
Regards,
[redacted]

December 6, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]   I am responding to your second submission regarding the hold placed on your recent deposit to your USAA Federal Savings Bank checking account.   We responded to your complaint on November 21, 2016.  Thank you for speaking with [redacted], of our staff, who reviewed the FSB’s position on deposit holds.  While we recognize that you disagree, we feel confident that the correct decision has been made.  If you have any other questions, Mr. Sapien remains available to assist you.   We appreciate the opportunity to review your concerns again; however, we consider this matter closed.   Sincerely,   [redacted]

October 2, 2015 [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your homeowners claim. Thank you for speaking with [redacted], of our staff, about your concerns.  As he explained, a detailed review of the...

claim is being conducted.  Once a decision has been reached, Mr. [redacted] will contact you directly to discuss.  Should you have any questions in the meantime, he can be reached at [redacted] We appreciate you allowing us to reply to you.   Sincerely, [redacted]