USAA

August 16, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your mortgage experience with the USAA Federal Savings Bank (FSB).  I regret any frustration this matter may have caused you.   Thank you for...

speaking with [redacted], of our FSB staff, who asked you to provide a letter of explanation and invoices totaling the amount you request for reimbursement.  She advised you to upload the required documents including your hotel invoice, letter of explanation, and utility company statement showing the date utilities were put in your name, to usaa.com.  Ms. [redacted] explained that once the FSB received these documents, they would be reviewed for a possible concession.  If you have any other questions, Ms. [redacted] remains available to assist you.    We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

January 7, 2016
Sergeant [redacted], USMC
Complaint ID #[redacted]
Dear [redacted]:
I am responding to your second submission regarding your December 6, 2015, automobile claim.
We responded to your complaint on December 30, 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.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

January 19, 2015 [redacted] Complaint ID #:[redacted] Dear [redacted]: I am responding to your submission regarding your December 6, 2014, automobile insurance claim. We appreciate the opportunity to review this matter and regret any inconvenience you experienced. We are responsible...

for analyzing each loss on its own merits and must review all supporting information before making a decision. I understand that you spoke with [redacted], of our Claims staff, about your concerns and your claim has been settled. Should you have further questions or concerns, [redacted] remains available to assist you and can be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension[redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

June 22, 2017
[redacted] Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your automobile claim.
Our records confirm that you filed an inquiry with the Texas Department of Insurance (DOI). We responded to the DOI on June 15, 2017. ...


Thank you for the opportunity to reply.
Sincerely,
[redacted]

September 13, 2016   Lieutenant [redacted] Complaint ID #: [redacted]   Dear Lieutenant [redacted]:   I am responding to your submission regarding your Extended Vehicle Protection with Assurant, provided through USAA Federal Savings Bank.   [redacted], of our staff,...

researched your concern and reviewed the claims decision with Assurant.  After further review, the original decision will be upheld based on pre-existing conditions that were confirmed in an inspection.  Should you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

July 26, 2016   Ms. [redacted]. [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 your concerns.  I understand that Mr. [redacted]...

advised that additional information is needed to move forward with your claim.  Once the information requested is received, a thorough investigation will be conducted.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

September 12, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]
I am responding to your submission regarding the handling of your automobile insurance premium payments.
[redacted], of our staff, conducted a thorough review of your account. A review of the recorded call...

revealed that you were advised that changing the date to August 31st would result in a double billing on August 28th since the one-time payment and automated payment would post on the same date. As such, our investigation determined that a refund was not warranted as premium was owed. Should you have any further questions, Mr. [redacted]   remains available to assist you.
We appreciate the opportunity to address your concerns.
Sincerely,
[redacted]

May 15, 2015 Private First Class [redacted], USAComplaint ID #: [redacted] Dear Private First Class [redacted]: I am responding to your submission regarding your automobile claim on April 29, 2015.  We strive to provide quality service and fair claims handling,...

and I regret the frustration you experienced.   Thank you for speaking with [redacted] [redacted], of our Claims staff, who reviewed your concerns and explained that a thorough investigation needed to be completed before a claims decision could be reached.  I am pleased to know that payment for your claim will be issued.  Should you have additional questions, Mr. [redacted] remains available to assist you and can be reached at ([redacted]), or ###-###-####, Extension [redacted]. We appreciate the opportunity to reply to you.   Sincerely,
 
[redacted]

January 7, 2016 Mr[redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your auto claim. Our records confirm that you filed an inquiry with the South Carolina Department of Insurance (DOI). We will respond to South Carolina DOI accordingly. Thank...

you for the opportunity to reply. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:  This report was only for the issue related to the vehicle repairs.  The Insurance commission was related to all the practices that are related to USAA and their insurance product.  While STILL dealing with this claim, we have experienced some of the worst customer care I have ever had in my life. I have been hung up on multiple times while trying to get an answer and still being ignored.  Depends on the day and what USAA agent you get as to what answer you will be told. We have even had them refuse to transfer us to a supervisor.....AND had supervisors hang up on us!! Their customer service is everything BUT service!!!! NO SERVICE MEMBER should be dealing with a company this bad! Our vehicle is still unfixed. Even the vehicle pieces that are FALLING OFF our vehicle remain unfixed! When USAA had field reps come to evaluate the damage on our vehicle they told us they couldn't "verify" that [redacted] had caused the new damage to our vehicle and unless the shop ADMITS to damaging our vehicle than they consider the shop to not be at fault. USAA reps said the shop claimed to not have our vehicle overnight, that we stood there and watched them do the RE-fix. In fact they did keep it over night and our lifted excursion is a one of a kind vehicle in this town and NO ONE forgets it once they have seen it. USAA reps excuse for the body shop lying is that they didn't remember our vehicle.......yet they remember me supposedly standing there while they fixed it??????? Seems odd, doesn't it!! The next thing field reps told us is that there are other small marks in our paint in the same areas that some of the new damage had occurred. That they would be unable to fix the new damage without fixing the old........our response to that, "so what!" The agents were implying that we were trying to get the old marks fixed, and therefore they would not fix the new damage because in doing so they would also fix the old marks! Let me make the ignorance of this statement more clear by using an example....lets say my front fender had some small dents in it but than I get into a little fender bender and that same front fender is bent and tweaked and my insurance company decides to tell me they wont fix that trashed fender because after all, it had previous dents in it and they cant fix the new damage without fixing the old dents........faulty logic at its best, wouldn't you agree!!! And while our old and minor vehicle marks are being spoken of, we have owned the vehicle for 2 years and NEVER filed a claim to try and get them fixed so why would we now as they clearly did not bother us!!!! When agents left they said they would determine if USAA would fix damage but at the least they felt the car should have had an alignment after the collision.....body shop should have arranged.....the vehicles hood was not aligned or fixed proper.......body shop faulty work......door panel needs to be reattached to car....body shop faulty work. ALTHOUGH the USAA field rep was more than ready to offer every excuse in the book for why their PREFERRED shop did such poor work! Previous to the meeting with the field reps, we had a USAA agent tell us that if USAA did not cover the damage through their warranty system we could than file a vandalism claim, although that would require us to pay the deductible. When field reps were here, they said that was not really the case, that the agent had more than likely mis-spoken. We have since been told USAA will not cover the damage because they could not "verify" where damage was caused. In other words, the body shop is denying the damage...big surprise right!! Instead of a correspondence from USAA, we received a check in the approximate amount of $234. Somehow this is suppose to cover all the damage and repairs????!!! It sits on the counter untouched because it will fix nothing!! A nice add-on to USAA customer service is how all of the correspondences from [redacted] to USAA while he was deployed, where they asked him to send pics of damage and informed him the claim would be put on a hold status until the end of his deployment, and than reopened and damage fixed upon his return..........yeah, all those messages back and forth are now GONE....MISSING....DELETED by USAA. Another fine example is how the field reps came to look at our vehicle to evaluate new damage....all they ACTUALLY did was pull out a camera and take pictures of our OLD marks so they could have a visual record of them so that we could NEVER file a claim to get them fixed!!!!! Seems a great way to treat clients that have used USAA for insurance needs for over 11 years with virtually no claims!! Our vehicle remains unfixed!! Faulty body shop work and the damage CAUSED by the same body shop ALL remains unfixed. We cant get a straight story from USAA, we cant even get USAA to answer and deal with ANYTHING we ask of them. It is clear every dept is working separate from every other dept and none of their agents, whether customer service or field, have a clue what they are doing!! USAA is a company that is out for profits at the loss of their clients, most of whom are active duty or retired military!  Regards, [redacted]

September 7, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your March 29, 2017, homeowners claim. I regret any frustration you experienced as we strive to provide quality service to our entire membership.
We analyze...

each loss on its own merits, and we are responsible for making decisions in accordance with the terms of the policy. As such, our records indicate that payments for the repairs were payable to the appropriate parties. Please know that it is not [redacted]’s responsibility to ensure the proceeds are used as intended. Consequently, this is now considered a civil matter, which [redacted] cannot resolve. Ms. [redacted], it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we do. While we recognize that you disagree with our position, we are confident that the correct decision has been made.
If you have additional questions regarding this mater [redacted]s, of our staff, is available to assist you. She can be reached at ([redacted]) or ([redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

January 29, 2015 [redacted] Complaint ID #: [redacted] Dear Mr. Robbins: I am responding to your second submission regarding your USAA Secure Checking account held with the USAA Federal Savings Bank (FSB). We responded to your complaint on January 21, 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. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

June 5, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding the service you experienced when you called to cancel automatic payments for your automobile policy.   Please know that our employees are expected to be...

courteous and professional when speaking with our members, and I want to assure you that coaching was provided to those involved to ensure other members do not have a similar experience. Thank you for speaking with Laura Johnson, of our staff, who confirmed that the automatic payments were cancelled effectively immediately, as you requested, and that no further changes were made to your automobile policy.  Should you have any further questions, Ms. [redacted] remains available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you.  If given the opportunity, we’ll work hard to provide the level of service you expect and deserve.     Sincerely, [redacted]

January 23, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your February 20, 2014, and May 11, 2014, homeowners insurance claims, and your automobile and homeowners policy premiums. Our records confirm that you filed...

several inquiries with the Illinois Department of Insurance (DOI).  We responded to the DOI on December 13, 2016, and January 12, 2017.   We appreciate you allowing us to reply to you.   Sincerely, [redacted]

October 21, 2015 [redacted]
[redacted]
Dear Mr. [redacted]: I am responding to your second submission regarding your automobile insurance policy. Our records indicate that we mailed you a response dated October 8, 2015, addressing your concerns and subsequently, you spoke with [redacted], of our staff, and confirmed that the matter was resolved. Should you need further assistance with your automobile policy, [redacted] Perales, of our staff, remains available to assist you and can be reached at [redacted] We appreciate the opportunity to review your concerns again. Sincerely, [redacted]

June 16, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding Mrs. [redacted]’ May 18, 2017, automobile claim.  We regret any frustration you may have experienced.   Our records show that on May 18, 2017, we...

requested the police report.  To date, we have not received it.  On May 30, 2017, we sent a letter to Mrs. [redacted] advising her of the liability decision, providing the basis for the determination, and informing her to forward any other information for review.  I understand that [redacted], of our staff, was unable to reach you to discuss your concerns.  Should you have any further 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:I  STILL HAVE NOT RECIEVED E MAIL WITH   ESTIMATES FOR REPAIR FOR  CLAIMS AND IF THE BANKING DID NOT CALL NO MESSAGE WAS LEFT TO CALL HER BACK Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:I'm glad it's being worked on, but I can't close the complaint based on words alone, because words without outcome are the entire basis for the complaint.
Regards,
[redacted]

Tell us why here...July 6, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your son’s automobile collision claim. We responded to your original complaint on June 22, 2016. The points of impact indicated the claimant, [redacted], had completed her left turn prior to the insured driver, [redacted], attempting his right turn. As he preceded into the lane of travel from the right turn, the driver’s side front corner impacted the rear passenger side quarter panel on the claimant vehicle. The liability determination was made based on the points of impact. The claimant driver had possession of the lane based on these points of impact. USAA has also already explained that the police report was not the determining factor, since the officer did not witness the accident. 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]

Tell us why here...July 20, 2016 Mr. Sean M. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit accounts at the USAA Federal Savings Bank (FSB). [redacted], of our staff, completed a review of transactions on your account and verified...

the non sufficient fees (NSF) were appropriate. Ms. Jeter was unable to contact you to discuss your concerns and to explain our actions. On July 15, 2016, she sent you an email explaining her analysis. If you have additional questions, Ms. Jeter remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]