USAA

November 17, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding the October 11, 2016, automobile claim.
Our records reflect that the adjuster received the final repair supplement on November 7, 2016, and two days later a Diminution in Value Evaluation Form was sent to your organization for completion. To date we have not received the completed form. It is important to note that the medical bills and lost wages claims are processed with the claimant driver and will be settled with him accordingly.
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]

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]

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]

Complaint: [redacted]
I am rejecting this response because: I've repeatedly questioned why I did not receive a specific notification when USAA changed the basic fabric of my policy, and why did they not ask for an acknowledgement of that change with my signature. Instead, they maliciously slid this clause into my policy in hopes I would not notice. Like thousands and thousands of other victims of this corporate greed, I did not notice. I am now just another statistic. A victim of trusting that USAA - a company which at one time did as they claimed, which was take care of service members. They now fleece service members. They are no different than any other business that has gotten too big to care about their customers.My request is that this business remove United Services from their name. The purport to care about people who serve. This is a lie. They care only about increasing their bottom line. They can't even offer me coverage for wind and hail if I were willing to pay a bit more in my premium. Apparently, they only offer insurance for the calamities least likely to occur to their victims (customers). As soon as I can find an insurance company more transparent with this customer, I intend to take my business to them. I will also warn anyone who will listen as to what a fraud USAA has become.Sincerely, [redacted]  
Regards,
[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]

August 31, 2016
 
Mrs. [redacted]
Complaint ID #: [redacted]
 
Dear Ms. [redacted]:
 
I am responding to your submission regarding your insurance policy, checking account, and membership status.  I regret any frustration this matter may have caused.
 
Thank you...

for speaking with John Batkins, of our staff, who discussed your insurance concerns.  I hope that your conversation with Mr. Batkins reassured you that your satisfaction is important to us. Our records indicate your policies have been reinstated and your membership has been updated.  
 
Unfortunately, [redacted], of our staff, was unsuccessful in her attempts to contact you regarding your deposit account.  However, Ms. [redacted] confirmed that your account has been placed in a normal status and it is available for use.  If you have additional questions, Mr. [redacted] or Ms. [redacted] remain 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 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]

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.

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]

Complaint: [redacted]
I am rejecting this response because:1) [redacted], the supposed 'investigator', NEVER made ANY phone calls to my attention.  We have Caller ID, Call Waiting and a voicemail system on our phone and NONE of these ever identified USAA or Ms. [redacted] to us.  I believe Ms. [redacted] is lying.  This is NOT good customer service contrary to your blanket boilerplate statement.2) Furthermore, you have stated in your response that the [redacted] hospital verification unit DID in fact call USAA on 2/12/15 to acquire a medical claim number, and a pre-authorization for use of [redacted] Open MRI machines (without which the hospital would not have allowed the procedure to go forward).  The response of USAA and your representative "[redacted]" to the hospital was misleading and deceptive because by this point if in fact the medical claim number had lapsed and the account was closed on 7/4/2014, your representative(s) were still stating the MedPay claim was STILL OPEN AND furthermore PROVIDED A CLAIM NUMBER to the verification unit on the date of their phone call (2/12/2015); which was NOT TRUE as of that date.  It is IRRELEVANT that you informed our attorney of record AFTER THE FACT, on 4/21/2015 that the MedPay account was closed effective 7/4/2014 because the damage was done by this point and I am sitting on roughly $2500 of hospital debt currently in collections as a direct result of USAA's negligence and deception.The attached screen shots from our attorney's offices indicate that Ms. [redacted], who was NEVER attentive to our medical needs created by this car accident (in which we were NOT at fault), stated also deceptively to our paralegal on 1/14/2015 that both myself and my husband had almost $50,000 each sitting unused in our MedPay accounts (see attached evidence) [this was an inducement to use the open MedPay account, which by this time had already CLOSED!!!].  USAA followed a practice of continuous misstatements and misleading information on the part of ALL of their staff contacted, which lead to the problems we are now having to deal with. 
Regards,
[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]

August 4, 2017
Mr[redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding an inquiry on your automobile policy.
Thank you for speaking with Efrain [redacted], of our staff, regarding your service experience. As Mr. [redacted] explained, a credit will...

be applied to your automobile insurance account. Should you have any further questions, Mr. [redacted] remains available to assist you. He can be reached at [redacted], Extension [redacted]. Thank you with providing us with an opportunity to respond to you.
Sincerely,
[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]

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]

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]

August 14, 2015
[redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the repairs to your automobile following the accident on May 29, 2015. We regret any frustration you have experienced as we strive to provide quality service and fair claims...

handling to our entire membership. I hope your conversation with [redacted], of our staff, helped reassure you that member service remains one of our top priorities. As Ms. [redacted] advised, you have the right to choose your repair facility; however, in accordance with the terms and conditions of the policy, we are permitted to inspect and appraise the damaged property before its repair. Mr. [redacted], I am happy to hear that a claims payment was issued on August 7, 2015. Thank you for allowing us to review this matter and to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:As I see it in the pass I have had amount owed and I still had the ability to use the all of the functions of the website. When I try to use the mobile app on my computer it doesn't work. If I don't have a phone how am I supposed to conduct business.
Regards,
[redacted]

May 10, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding your April 14, 2017, automobile insurance claim.
[redacted], of our staff, completed a thorough review of your situation. He confirmed that an appraisal was...

scheduled for April 28, 2017, but it was completed on April 24, 2017, and the vehicle was deemed a total loss. Consequently, on May 8, 2017, a check was issued to settle the claim. Should you have any further questions, Mr. [redacted] remains available to assist you and can be reached at ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted].
We appreciate the opportunity to reply.
Sincerely,
[redacted]