USAA

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]

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]

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]

Complaint: [redacted]I am rejecting this response because: I have been informed that my coplaint is currently in arbitration, and it may take a number of months to resolveRegards,[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]

August 3, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding the charge on your credit card account with USAA Federal Savings Bank (FSB).   I understand you spoke with [redacted], of our FSB staff, who...

informed you that the merchant, whose transaction you are disputing, provided a signed contract. As she explained, a comparison of the valid signatures on file against the signatures on the merchant’s contract was conducted. Our comparison indicates that the signatures provided by the merchant match those we have on file for you. We also confirmed that the phone number, email, and address listed for you on the contract matched our records.   Based on this information, we are unable to process the transaction as unauthorized because the charge is considered valid.  We respectfully decline your request for reimbursement of any associated fees with this transaction.  A copy of the contract was sent to you via electronic document delivery on June 25, 2016.  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

January 23, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your December 27, 2016, automobile insurance claim.
Our records confirm that you filed an inquiry with the Missouri DOI. We will respond to Missouri DOI...

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

Complaint: [redacted]
I am rejecting this response because: USAA did not identify the individual at Camping World whom they have been in contact.  In addition, it appears that there is a conflict of interest between USAA and Camping World in regards to this claim.
Regards,
[redacted]

December 8, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the unauthorized transactions on your USAA Federal Savings Bank checking account and the resulting returned check items.    Our records...

confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We will respond to the CFPB accordingly.   Thank you for the opportunity to reply.   Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: USAA continues to drag this process out. We have spoken to multiple attorneys involved in this VW lawsuit and have indicated that other insurance companies are cooperating and paying what the court has deemed the car to be worth & made reference that USAA is the worst company. We've been dealing with this issue for almost a month and there has been no real progress. 
Regards,[redacted]

May 23, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding a deposit hold with the USAA Federal Savings Bank (FSB). We responded to your complaint on May 10, 2016. Our records confirm that you filed an inquiry about this matter with the Office of the Comptroller of the Currency (OCC). The FSB responded to the OCC inquiry on May 18, 2016. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

June 26, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your June 6, 2015, automobile claim. I regret any inconvenience you experienced. We are responsible for analyzing each loss on its own merits and for making decisions in accordance...

with the terms, conditions, and limitations of the policy. Thank you for speaking with [redacted], of our staff, who explained that an inspection of your vehicle determined that the damage estimate was below your deductible, which would require you to file your claim directly through the responsible parties’ insurance carrier. Because they would have monetary interest in the claim, they would also be able to address your questions regarding diminution in value. Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity. We thoroughly reviewed your matter and confirmed that your claim was handled appropriately. Therefore, we respectfully decline your request for reimbursement of your policy premiums. If you have further questions or if you need assistance with coordinating contact information with the responsible insurance carrier, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

August 25, 2015 [redacted]
[redacted] Dear Ms. [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 FSB’s Depository Agreement and Disclosures (DAD), which is provided to all account holders at account opening and is available for your 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, attempted to discuss this matter with you by telephone and verify that you received a courtesy refund on August 14, 2015, for two unrelated nonsufficient funds fees that you incurred.  To avoid holds and nonsufficient funds 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 research your concerns and to reply to you.   Sincerely, [redacted]

March 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your automobile claim. I regret any frustration you experienced as we strive to provide quality service to our entire membership.
Thank you for speaking with [redacted]...

[redacted], of our staff, who thoroughly reviewed your concerns and the claim documents. As Ms. [redacted] explained, the adjuster has requested your medical records for consideration. Once the review is completed, the adjuster will contact you regarding the bodily injury claim. Our records indicate that the original check for the repairs to your vehicle was mailed to your address of record on February 21, 2017. Subsequently, after you advised that you had not received payment, a replacement check was reissued on February 28, 2017, and expedited to you via [redacted]
We appreciate you allowing us to research your situation and reply to you. Should you have any further questions, Ms. [redacted] remains available to assist you.
Sincerely,
[redacted]

February 14, 2017
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 Arizona Department of Insurance (DOI). We will respond to Arizona DOI...

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

Complaint: [redacted]
I am rejecting this response because: your representative should have added the coverage correctly. Maybe you should talk with the actual representative that issued my policy. Maybe they will admit to there mistake.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  the company has instituted no changes in its practices.
Regards,
[redacted]

July 29, 2016   Sergeant First Class [redacted], USAR (Ret.) Complaint ID #: [redacted]   Dear Sergeant [redacted]:   Thank you for writing regarding your customer service experience and your access to the USAA Member Community and Facebook.   We responded to your concerns...

under separate cover on July 29, 2016.    We appreciate the opportunity to reply to you.   Sincerely,   [redacted]

October 20, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding the March 3, 2015, automobile claim. I apologize for any frustration or inconvenience you experienced as a result of this matter. When we discover...

that matters have not been handled to a member’s satisfaction, we appreciate the opportunity to review our actions and to work towards a solution, as you allowed us to do. I understand that you were waiting to settle the total loss of your 2005 Honda until after the trailer settlement was resolved. Our records confirm that payment for your trailer was issued on October 8, 2015, in the amount of $362.75. [redacted], of our staff, was unsuccessful in her attempts to contact you. Please call Ms. [redacted] at your earliest convenience to discuss the documents needed to process your claim for the 2005 Honda. She can be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension 35328. Thank you for allowing us to reply to you. Sincerely, [redacted]