USAA

June 5, 2015 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your joint checking account with the USAA Federal Savings Bank.   We responded to your complaint on May 22, 2015.  While we recognize that you disagree with the outcome of our thorough investigation, 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]

February 19, 2016 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile claim. I regret any frustration and inconvenience you may have experienced. In the event of a loss, we are responsible for making decisions in accordance with...

the terms, conditions, and limitations of our policy. I understand that Ginger Wolfshohl, of our staff, has discussed the claim with you and advised that she has requested additional information to complete her review. Once her review is concluded, she will be in contact with you. Ms. Wolfshohl remains available should you have any questions. We appreciate you 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 not satisfactory to me. I do realize that I have no chance of being heard by you so I will find another avenue. There is no justice for the little guy. and by the way I still have no car, I can't afford to put money down on one. Its a shame I was hit by a USAA member on Nov. 7th and still have no car. I really liked my VW beetle triple white limited addition. Now I have to share a 20 yr old Jeep cherokee with my husband. I will never consider this matter closed. I didn't deserve this. Any USAA did care to help me. Thanks for all your help Revdex.com, your as bad as USAA!!!!
Regards,
[redacted]

November 4, 2014
Staff Sergeant [redacted], USA
Complaint ID #: [redacted] 
Dear Sergeant [redacted]:
I am responding to your submission regarding your August 17, 2014, homeowners insurance claim. I regret any frustration you may have experienced as a result of this...

situation.
On August 18, 2014, Mrs. [redacted] reported lightning damage to your home and personal property. Our Claims staff advised Mrs. [redacted] to submit an estimate, photographs, and a description of the damages to your home along with an inventory of the personal property. Mrs. [redacted] was also advised that the initial inspection fee would be covered if the damage was found to be related to the claim. Our staff followed up with Mrs. [redacted] by telephone and email several times requesting the required documentation to proceed with the claim, but we have not yet received the documentation. On October 2, 2014, the claim was closed, and our records do not indicate that our staff advised Mrs. [redacted] to proceed with the repairs to your home.
[redacted], of our Claims staff, was unable to reach you to discuss your concerns. If you have further questions or would like to submit the required documentation for our review, Mr. [redacted] remains available to assist you and may be reached at [redacted]) or ([redacted]), Extension [redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

November 20, 2014
[redacted] Complaint ID #:[redacted]
Dear [redacted]:
I am responding to your submission regarding the February 18, 2014, homeowners claim.
Thank you for speaking with [redacted], of our Claims staff, who explained the repair of the faulty electrical...

wiring that was discovered in your home must have been damaged by water that leaked from the roof ice dam. USAA is attempting to speak with your electrician concerning the electrical wiring repair and we will notify you of the findings. In the interim, if you have any questions regarding this matter, [redacted] remains available to assist you and he can be reached at ###-###-####, Extension [redacted] or at ###-###-####.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

September 5, 2017
Ms. [redacted]
Complaint ID #: 12339270
Dear Ms. [redacted]:
I am responding to your submission regarding your insurance billing.
Thank you for speaking with [redacted], of our staff, who addressed your concerns and advised the cancellation notice was sent...

correctly. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 8, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the promotional offer you received for your checking account with the USAA Federal Savings Bank (FSB). I hope your conversation with [redacted], of our FSB staff,...

helped to reassure that member satisfaction is a top priority for USAA. I am pleased to learn that the $300.00 promotional credit was applied to your account. It is important to note that the FSB conducts business in keeping with USAA’s core values of service, loyalty, honesty, and integrity. Should you have any further concerns, Ms. [redacted] can be reached at (210) [redacted] or [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

February 10, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission about the credit card disputes you initiated with the USAA Federal Savings Bank. Thank you for speaking with [redacted], of our staff, regarding your concerns. As [redacted] mentioned, a letter dated February 6, 2015, was mailed to you stating that the temporary credit of $464.35 is now permanent. Should you have any further questions, [redacted] remains available to speak with you, and she can be reached at [redacted] or ###-###-####, Extension[redacted]. [redacted], we appreciate the opportunity to reply to you again. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

February 5, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your automobile insurance policy. I appreciate you allowing [redacted], of our staff, to explain to you that one of your scheduled payments was returned unpaid and that it was subsequently resubmitted by your external bank. In addition, our records show that one fee was charged to your policy for the returned payment and that it was waived as a courtesy. [redacted], thank you for allowing us to review this matter and respond to you. Sincerely, [redacted]

March 11, 2016 [redacted] Complaint ID #: [redacted] Dear Master Gunnery [redacted]: I am responding to your second submission regarding the May 1, 2015, automobile accident involving your daughter and another USAA-insured driver. Thank you for speaking with [redacted], of our staff, about your request for documentation. If you need additional assistance, please contact Mr. [redacted] directly. We appreciate you allowing us to review your concerns again, and we have no further comment on the matter. Sincerely, [redacted]

April 27, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your October 22, 2014, automobile claim and your premium. I understand you spoke with [redacted], of our staff, who confirmed your premium is accurate. Please know that his offer to review your policy for any premium-savings options remains available. [redacted], while we recognize that you disagree with our position, we feel confident that the correct decision has been made. We appreciate the opportunity to review your concerns again. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
I have called the extension provided and left messages with no response. My complaint is based on the fraudulent information that is contained within the CCC One reports. The first report sent to me I was only able to find a few of the vehicles listed. Of the vehicles found one is listed on the dealers website as a "mechanical special" and that it runs hot and needs the head gasket replaced. CCC One decided to report this vehicle as being in "dealer ready condition" or excellent condition. When I talked to the CCC One representative he said no dealership would sell a car that was not in excellent condition (paraphrased). The other vehicle I found is listed in the CCC One report with the wrong mileage, completely wrong transmission and CCC One decided to report the vehicle as being sold for $4,499. The DEALER LISTED IT AT $5,995. That is well over $1,000 in USAA's favor not even taking into account the wrong transmission. I faxed over this information at USAAs request along with comparable vehicles I found that USAA said they would factor in. They then claimed to have never received this fax and refuse to accept an email. Against my wishes USAA had CCC One create a second evaluation report. This second report brought the settlement down almost $1,000. After reading the report I discovered that two out of the three vehicles used were COMPLETE FABRICATIONS. These vehicles did not exist at all and were being used to further bring devalue the settlement.Attached is the fax (with confirmation) that was sent to USAA (25 pages). Also attached are the two reports from CCC One that USAA maintains are free from any error.I honestly believe that the settlement I have asked for is beyond reasonable towards USAA, especially given the fraudulent reports they are using.
Regards,
[redacted]

July 29, 2016   Ms. [redacted]
Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding the May 27, 2016, automobile claim.   Thank you for speaking with Alan [redacted], of our staff, who reviewed the total loss settlement offer for your...

vehicle.  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:The business response does not address any action, investigation or attempt at resolution on this claim.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:When my wife called in 2014, she did not give them any additional information to pay the claim that was not given at the time of the incident in 2010, however, by 2014, the vehicle had been salvaged, which is the only new info that was given. The salvage info that was given would not have been needed if the claim had been paid in 2010 when the tow company had the vehicle. I was originally told that this claim was not going to be paid because it was not a covered vehicle by USAA.  I was initially misinformed by USAA, because the vehicle was auto covered for 30 days from date of purchase under my current insurance policy. Had they not misinformed me, I'm sure the claim would have been paid timely back in 2010. [redacted] also claims that they could not get authorization to process the claim? But they never got authorization from me this time in 2014 either.  So that is not a legitimate excuse for not paying the claim in a timely manner.     They spoke to my mother then, who lived at my home address, and they spoke to my wife now, who lives at my address. They did not ever speak to me.  I am still requesting interest paid on a claim that should have been paid in 2010.  I requested documentation from [redacted] of all correspondence that was sent to me, and I have yet to receive that info.
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. I called Mr. [redacted], who did not pick up or return my call, and let him know that Ms. [redacted] had answered my questions for me. I appreciate her calling. Thank you.
Regards,
[redacted]

August 5, 2016
Staff Sergeant [redacted], USA
Complaint ID #: [redacted]
Dear Staff Sergeant Maravilla:
I am responding to your submission regarding the handling of your automobile claim. I appreciate the opportunity to respond.
Our records indicate that the rental car was...

approved for usage during the active repair time of your vehicle. Consequently, [redacted] assumed usage of the rental on July 29, 2016, and was authorized for use through August 4, 2016, the date the repairs were completed.
Bernardo Melchor, of our staff, was unsuccessful in his attempts to speak with you regarding your concerns; however, he sent you a letter with his contact information. If you have additional questions, Mr. [redacted] remains available to assist you.
Please know that we conduct business in keeping with USAA’s core values of service, loyalty, honesty, and integrity, and your allegations of impropriety were unfounded.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I WAS NOT AT FAULT YOUR INSURED WAS, I AM NOT ACCEPTING ANY RESPONSIBLITY FOR SOMEONE PASSING ME IN A RESIDENTIAL NEIGHBORHOOD!
Regards,
[redacted]

November 28, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the September 30, 2016, automobile claim.   In the event of a loss, we are responsible for making decisions in accordance with the terms,...

conditions, and limitations of our policy.  I understand you spoke with [redacted], of our staff, who confirmed the rental and towing were arranged before the coverage questions were found.  As he explained, the claim is still under investigation by the Special Investigations Unit (SIU), and he will monitor the claim until the SIU investigation is complete.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

January 8, 2016
[redacted]
Complaint ID #: 1[redacted]
Dear [redacted]:
I am responding to your submission regarding your credit card dispute.  We regret the inconvenience and frustration you experienced as a result of this...

matter.
I understand you spoke with [redacted], of our USAA Federal Savings Bank staff, who issued a credit of $414.84 to your credit card account on January 6, 2016.  Should you have any further questions, Mr. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.  Your experience was shared with the appropriate areas to ensure we are providing the service our members expect and deserve.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.