USAA

December 11, 2015Mrs. [redacted] Complaint ID #: [redacted]Dear Mrs. [redacted]: I am responding to your submission regarding holds on your deposits.  We regret any frustration you experienced, and we appreciate the opportunity to clarify our actions. It is important to note that the USAA...

Federal Savings Bank (FSB) acts and handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available for review on usaa.com.  The DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as Deposit@Mobile®, for up to seven business days from the date of deposit.  In some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant.[redacted], of our staff, thoroughly researched your concerns and confirmed that all holds and fees were appropriately assessed; therefore, we respectfully decline your request for any fee refunds.  He was unsuccessful in reaching you by telephone or email notification to your individual USAA account.  Please note that to avoid holds and fees in the future, you may consider utilizing direct deposit or wire transfers and setting up overdraft protection.  Should you have any additional questions, Mr. [redacted] remains available and can be reached at [redacted]
Thank you for 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.The tires were replaced as noted.  The consensus was this was not a pre-existing condition, but vandalism.
Regards,
[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. Inasmuch as the repair has not been completed at this point  I consider the acceptance conditional. My belief is that the Revdex.com's intervention is the reason for action of the insurance company and absent that the person that called to inform me the claim was denied assumed I would accept his denial and take care of the repair myself.  I appreciate Revdex.com's help in this regard and hope for satisfactory resolution.
Regards,
[redacted]

[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your Career Starter loan.  Please accept my apology for the frustration and inconvenience you experienced as a result of this matter.
Thank you...

for taking the time to speak with [redacted], of our staff, regarding your concerns.  The decision was made to reactivate your loan; however, a payment must be made before it can be opened.  Once the loan is reactivated, I understand you will resume making your normal scheduled payments.  In addition, a request was submitted to the credit reporting agencies to remove the derogatory reporting from your credit report.  Should you have any additional questions, Ms. [redacted] or [redacted], also of our staff, remain available to assist you and can be reached at [redacted] or [redacted], respectively.
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This issue remains unresolved.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Ithe took 3 years to get anywhere with this company, and I only got a response because the BBC is involved. After 3 years they tell me the minor accident doesn't justify the surgery. MINOR ACCIDENT? My car frame was bent, my car was declared totalled by your insurance company, and I was knocked out during the accident. Minor? Are you kidding me? There doctor never talked to me or my doctors once in 3 years. And it took them 2 and a half years just to involve their doctor. USAA cares about money only. Now I'm stuck with over $30,000.00 in medical bills. Horrible company you that does whatever it takes not to pay. Look at how many other people have similar complaints. 
Regards,
[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.
Thank you Revdex.com with your help in resolving this issue with USAA.
Regards,
[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 because USAA admitted their faults and agreeed to resolve them
Regards,
[redacted]

January 21, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your third submission regarding your September 26, 2012, automobile claim. We have reviewed the attachments you have provided; however, we have still not received the requested supporting documentation of your proof of ownership for the audio equipment. As no new information has been presented, there has been no change in our position. [redacted] was unsuccessful in her attempts to reach you and further discuss your concerns. She remains available to assist you and may be reached at (210) 531-USAA (8722), Extension [redacted]. While we appreciate the opportunity to review your concerns again, we consider this matter closed until supporting documentation is presented. Thank you, Sincerely, [redacted]

September 29, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the handling of the rental reimbursement coverage for your August 18, 2015, automobile claim. I regret any frustration you have experienced. Thank you for speaking...

with [redacted], of our staff, about your concerns. As she explained, a detailed review of the matter is being conducted. Once a decision has been reached, Ms. [redacted] will contact you directly to discuss. Should you have any questions in the meantime, she can be reached at [redacted] Thank you for allowing us the opportunity to reply to you. Sincerely, [redacted]

July 7, 2016
 
Mr. [redacted]. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your billing concerns. We regret the frustration and inconvenience you may have experienced, and your feedback was shared with the appropriate...

areas.
 
Thank you for speaking with [redacted], of our staff, who discussed payment arrangements and confirmed that we accepted your June 23, 2016, payment and waived the late fee. Should you have any further questions, Mr. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

March 27, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your October 31, 2014, automobile claim. Thank you for speaking with [redacted], of our staff, about your concerns. A thorough review of the claim found that we made several...

attempts to contact you throughout the claims process; however, we did not receive a response from you, which caused delays in the claim. Payment was issued to you for loss of use between December 12, 2014, and January 7, 2015, and we respectfully decline your request for additional compensation. If you have any questions, [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted]

October 14, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your September 18, 2015, automobile claim. Thank you for speaking with [redacted], of our staff, who was able to confirm that the rental vehicle was extended to meet the repair...

time of your car. In addition, we verified that you were not charged for the additional days of rental car expenses. We regret any frustration you experienced; however, we must respectfully decline your request for monetary compensation. On October 8, 2015, a payment was mailed to [redacted] Center for the supplemental damage to your vehicle. Should you have any questions, Ms. [redacted] can be reached at ([redacted] or [redacted], Extension [redacted] We appreciate the opportunity to reply to you. Sincerely, [redacted]

June 23, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the credit card you hold with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of our FSB staff, who reviewed your account and...

explained why we are unable to process your request to lower your annual percentage rate. However, I understand she was able to provide you with the option to obtain a different credit card account which offers lower rates, and you decided to remain with your current credit card. If you have additional questions, Ms. [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.

February 27, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]:  I am responding to your second submission regarding your homeowners claim.  We regret that the third-party engineer was unable to inspect your roof as scheduled due to the weather conditions.  I understand that the engineer has reached out to you to reschedule the inspection.  Please note that additional damages to your home related to the claim will be considered in accordance with the terms, conditions, and limitations of the policy.  We appreciate your patience as we work diligently to resolve your claim.   Thank you for another opportunity to reply. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:I have already provided the requested proof by following your instructions provided by USAA.   Besides parts of the entertainment system that was left in the vehicle, although destroyed and inoperably clearly showed the entertainment system brands that were installed in it.  It will seem to the lay person that USAA requirement for a separate inspection by an automobile audio system specialist was to determine the credibility of the claim. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution can be close with the following remarks: I spoke with [redacted] regarding the issue with the roof and the underwriters. While I agree with their decision, I found it very unsatisfying that they did not send an inspector to the actual location. [redacted] assured me that the decision was made after a review of the report by their experts. I understand that it is their policy and their business practices. therefore, this issue is being resolved. [redacted]'s customer serves was excellent and he was very police.OOn the issue with the customer service regarding [redacted], I spoke with several managers regarding his lack customer service. Manager [redacted] was very police and she was very apologetic about Mr. [redacted]'s redness and bad customer services. She told me that she will note our conversation, that Mr. [redacted]'s manager will be notified of his actions and what actions will be taken to correct his lack of customer service. I asked to be contacted by Mr. [redacted]'s manager after he had the meeting with the manager to find the results of the meeting whether any actions were taken regarding Mr. [redacted]. I was contacted by katrina, Mr. [redacted]'s manager, the following day. I spoke with her and she told me that she spoke with Mr. [redacted] and look at the notes of the conversation and apologize for the he's bad customer service. She also stated that Mr. [redacted] did speak with a manager when I requested a manager and the manager did gave him the information to give to me. What I found more problematic when [redacted] told me that the supervisor who was giving Mr. [redacted] information was sitting next to Mr. [redacted] during my call listening to the conversation and did not take any action when I asked to speak with the supervisor. This tells me that the supervisor was listening to our conversation and did nothing when Mr. [redacted] refused to transfer me to a supervisor and refused to give me the name of the supervisor that was talking to him. That shows the kind of responsibility and respect USAA has towards its customers even at a supervisor/manager level. Based on the information I received I will accept the business response as resolved but I will never give my business to USAA and will not return to USAA as a customer.  
Regards,
[redacted]

June 15, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your automobile claim.
I understand [redacted], of our staff, was able to follow-up with you and confirmed your repairs are scheduled for June 19, 2017. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

January 13, 2015 Captain [redacted], USAFR Complaint ID #: [redacted] Dear Captain [redacted]: I am responding to your submission regarding your roadside assistance experience. Thank you for giving us the opportunity to address your concerns. We expect our employees and our business partners to be...

courteous and professional at all times, and I apologize for the frustration and inconvenience this situation caused you. To ensure other members do not have a similar experience, this matter was shared with our management team as well as with our service provider, who I understand wrote to you. [redacted], of our Claims staff, was unable to reach you to discuss this incident, but she remains available to assist you if you have any questions. [redacted] can be reached at (210) 531-USAA (8722) or (800) 531 8722, Extension [redacted]. Thank you for your service to our country and for allowing us to reply to you. Sincerely, [redacted]