USAA

March 6, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your October 10, 2014, hit and run claim. We strive to provide quality service and efficient claims handling, and I regret any frustration you experienced. Thank you for speaking...

with [redacted], of our claims staff. Your feedback about the repair facility has been shared appropriately, and the repair facility will continue to work with you to address your vehicle repair concerns. We remain open to reviewing your request for reimbursement of your tire replacement once documentation of your out-of-pocket expenses has been presented. Should you have additional questions, [redacted] is available to assist you, and she can be reached at ###-###-#### or ###-###-####, Extension [redacted]. We appreciate the opportunity to review your concerns and reply to you. Sincerely, [redacted]

June 23, 2015 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, about your concerns. She completed a thorough review of the situation and confirmed the handling of...

the loss of use of your vehicle was handled appropriately based on the estimated time needed for repairs. Therefore, we respectfully decline your request for additional days of rental. Should you have any further questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

July 29, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile claim, and I regret any frustration this situation caused you. Due to privacy laws in your state [redacted], of our staff reached out to you...

directly to address your concerns.  Should you wish to discuss the matter further, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

September 13, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your August 16, 2012, automobile claim.
We responded to your complaint on August 18, 2016, and as we indicated in our letter, the appropriate documents were mailed to you on August 11, 2016. The adjuster has left you several voicemails and has mailed a letter to your address of record, as recent as September 8, 2016, reiterating our position.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  On March 1, 2017 I received an email from Revdex.com Dispute Resolution Specialist [redacted] that the Revdex.com would combine complaint [redacted] with complaint [redacted].  According to Ms. [redacted] these complaints are the same complaint.  However, they are two completely separate complaints.  I replied to Ms. [redacted] that combining them into one complaint is fine.  USAA failed to address any part of my first complaint which is the [redacted].  My complaints were not addressed. Thank you. 
Regards,
[redacted]

January 13, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission about the handling of your automobile claim. Our employees are expected to respond to claims communications in a timely manner, and I apologize for any frustration you may have...

experienced. Thank you for speaking with [redacted], of our staff, who confirmed that your concerns were addressed and resolved. Should you have any questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely,
[redacted]

September 13, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your June 20, 2016 claim.   Thank you for speaking with [redacted], of our staff, who discussed your concerns.  I hope that your conversation with him reassured you that your satisfaction is important to us.  Our records indicate that a payment was issued to your USAA Checking Account on August 31, 2016 for the remainder of your personal property.  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:  You have no evidents, the bank has made a error and posted funds under wrong name, that is why funds remain in the account.
Regards,
[redacted]

July 28, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your diminution in value (DIV) claim. [redacted], of our claims staff, conducted a thorough review of the DIV settlement and determined there was no...

change.  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 look into this matter and to respond.  If you have any further questions, please contact Mr. Ware. Sincerely, 
[redacted]

December 18, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]I am responding to your submission regarding your automobile claims.  We regret any inconvenience you experienced, and your feedback was shared appropriately as we are always seeking ways to...

improve how we do business.Thank you for speaking with [redacted], of our staff, who explained why a payment was not issued for the damage to the rental car.  As she advised, you may submit an invoice for the towing expense of your vehicle to be reviewed for reimbursement.  If you have additional questions, Ms. [redacted] remains available to assist you.  I appreciate you allowing us to reply to you.  Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:  First attempt to contact USAA in reference to so called APP was a phone call first week of December.  Because I could not get in touch with a person I went to website and sent a message.  Because USAA still refused to communicate I filed a complaint with the Revdex.com, mainly so I would have good documentation when this matter goes to court.  USAA confirms that they received complaint about , don't debit my account 12 days prior to debiting the account.  They were instructed not to debit account.  I now have a $35 overdraft charge because of USAA actions and lack of action.  We will be filing complaint with the Utah Insurance Commission and filing a small claims action to recover our $35 fee
Regards,
[redacted]

November 9, 2016
[redacted], USN (Ret.)
Complaint ID #: 11790110
Dear Lieutenant [redacted]:
I am responding to your submission regarding your request for an automobile quote.
[redacted], of our staff, was unsuccessful in his attempts to reach you; however,...

he conducted a thorough review of your account. He confirmed that your credit card balance was charged off on January 22, 1986, and the restrictions would remain in effect until the unpaid balance is settled or paid in full.
USAA was founded on four core values – service, loyalty, honesty, integrity. These values guide all of our business decisions, and our members have come to expect them in everything we do. In keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet their financial obligations with us. Our policy prohibits USAA and its affiliates from continuing to do business, to the extent allowed by law, with a member who engages in activity that compromises our principles. Based on the documentation we have, we are confident that the appropriate resolution has been rendered.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

November 17, 2015Ms. [redacted]. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your submission regarding your international wire requests.  I regret the inconvenience and frustration this matter caused you.In order for USAA to process an incoming international wire transfer, the...

wire must include the name, address, and account number of the recipient.  Thank you for speaking with [redacted] of our staff, who confirmed that both wire transfers were missing the required information and were therefore returned.  We appreciate your feedback regarding notifying our members in the event a wire is returned as we are always looking for ways to improve how we do business.  I understand that as a courtesy, Ms. [redacted] refunded [redacted] $109.66 in fees to his USAA checking account and that she suggested that you file an amendment with the financial institution which initiated the second wire while you await the funds to be returned to you.  [redacted], of our staff, sent you an email message providing her contact information in an effort to address your concerns.  Should you have any further questions, she remains available to assist you and can be reached at [redacted]  Thank you for allowing us to reply to you.  Sincerely,
[redacted]

August 17, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:

I am responding to your submission regarding your July 11, 2017, automobile claim.
Our records confirm that you filed an inquiry with the North Carolina Department of Insurance (DOI). As such, we responded to...

the DOI on August 10, 2017, with a detailed explanation and an updated status of the claim. As noted in the response, the loss settlement was extended in the amount of $14,084.12. Additionally, on July 9, 2017, a payment of $1,[redacted].00 was issued for your injury claim, and $610.00 was issued for your glasses. As duly noted in our response, the claim for the compact discs is still under review. Should you have additional questions, you may contact Claims Service Manager [redacted] at ([redacted]) [redacted] ([redacted]) or ([redacted]) [redacted], Extension [redacted].
Thank you for the opportunity to reply.
Sincerely,
[redacted]

Tell us why here...July 20, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your May 8, 2016, homeowners claim. On July 11, 2016, [redacted], of our staff, contacted you and explained that your deductible would not be reimbursed. That same day, a letter was mailed to you reaffirming that decision. 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]

June 22, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your online access, and we regret any inconvenience and frustration this matter may have caused you. According to the USA PATRIOT Act, “All financial institutions are required by...

law, to obtain, verify, and record information that identifies each customer who opens an account with that financial institution and in certain other circumstances.” Thank you for speaking with [redacted], of our staff, who obtained the required information to verify your identity. On June 15, 2016, she confirmed your account access was restored and an enhanced level of protection was enabled for your security. We appreciate you allowing us to reply to you. Sincerely, [redacted]

April 15, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission about the handling of your balance transfer request. 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. Please 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 FedEx. As the representative explained, in order to take advantage of the promotional rate, we must post the check by April 27, 2015. 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 you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

November 28, 2014[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding your September 10, 2014, valuable personal property claim. We take your comments very seriously, and a thorough review of the handling of your claim noted that our records reflect a...

total payment of $2,500.00, not $5,000.00.  As a courtesy, a request was submitted to the external consumer reporting agency on November 20, 2014, to ensure the loss was being reported correctly.  I understand you spoke with [redacted], of our staff, who explained the external report you received may have been generatedduring the timeframe when you rejected the initial payment and when a replacement payment was sent to you.  In addition, I understand you confirmed that a new consumer report reflected the correct settlement amount.  Please know that we are guided by USAA’s core values of service, loyalty, honesty, and integrity, and we strongly disagree with your allegations of dishonesty. Thank you for the opportunity to review and address your concerns.   Sincerely,[redacted]

March 15, 2016
[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, and I regret that this was not your...

experience. 
We reviewed the situation and determined that the overdraft was processed correctly using the information you provided on the application when the account was established.  Please note that any account holder is able to make changes to the account, and your situation was shared with the appropriate parties based on your feedback.
[redacted], of our staff, was unable to reach you to discuss your concerns; however, she confirmed that the account in question has been removed from overdraft protection.  The FSB follows all applicable banking regulations and our core values of service, loyalty, honesty, and integrity, and we strongly reject your allegations of impropriety.  If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

May 11, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your April 4, 2015, automobile claim. We responded to your complaint on April 29, 2015. 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. Thank you for the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]