USAA

December 17, [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding the billing of your insurance policies and deposit account with the USAA Federal Savings Bank (FSB)Thank you for speaking with [redacted] , of our insurance staff, about your billing concernsAs [redacted] explained, USAA does make one additional attempt to collect on a payment when the first attempt is returned due to insufficient funds (NSF)Coaching has been provided to those involved to ensure other members do not have a similar experience and are provided accurate informationIn addition, [redacted] , of our FSB staff, attempted to reach you by telephone and email without successUSAA provides options such as overdraft protection and account alerts in effort to help prevent NSF fees [redacted] remains available to speak with you and answer any questions you might haveHe may be reached at (210) 531-USAA (8722) or (800) 531-USAA (8722), Extension ***We appreciate the opportunity to address your concernsSincerely, [redacted] ***

January 15, [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your November 14, 2014, automobile insurance claim and regret any frustration this matter has caused youThank you for discussing this matter with [redacted] , of our Claims staff, who addressed the reasons for the delays you experiencedAs [redacted] explained, she will continue to work with you to bring your claim to an appropriate resolutionI appreciate the opportunity to reply to youSincerely, [redacted] ***

January 8, [redacted] ***Complaint ID #: [redacted] and [redacted] Dear [redacted] ***: I am responding to your submissions regarding the documentation you submitted for eligibility verification We expect our employees to handle matters promptly, and I apologize for the frustration and inconvenience this matter caused you This is certainly not the experience we want our new members to have, and we appreciate you bringing your concerns to our attention Thank you for speaking with [redacted] , of our staff, who confirmed we did receive the documents you submitted Please know that we are committed to our mission of serving the military community, and we will work hard to restore your faith and confidence in USAA Thank you for your service to our country and for allowing us to review our actions and respond to you Sincerely, [redacted]

I no longer have a disability asst to help me Usaa has not provided me with a copy of my Insursnce file and all the notes and corresponded including my report I submitted I am entitled to a copy Why hasn't USAA honored the request ? When will I receive the info! MOst Important Please remove the BLOCK USAA has placed on any and all MiB/Clue/ central files I demand USAA remove the notation on any and all files that I committed FRAUD That is libel , slander and Defamation of character I did NOT make any statement or commit fraud or Know any thing about the robbery I don't know how I could prove this to USAA I would be willing to take a lie detector tests that I did not commit any or fraudulent statements I have a severe hidden disability and have difficulty Processing and executing anything My brain scam Shows [redacted] [redacted] I could send you my FBI and BCI reports - clean Letters of recommendations I found out Niles, ohio has a high crime rate that is under Reports according to neighbors and my own observation The unemployment was reported the last yrs as equal to Detroit The FBI is present in the town due to drugs and counterfeiting I called the FBI and BCI to investigate the scene I don't need to commit a crime I and my disability asst started emailing and leaving messages to [redacted] and [redacted] I was available for a interview starting in Nov - dec to 2-2-2015! Never received a response other than [redacted] not available Many of the statements written in the letter to Dept of Insurance are not true Early on all my correspondence were by email Look thru the email s No mention of anything I am interviewing certified public adjusters and Certified INSUrance attorney teams Did not receive [redacted] letter My mail is forwarded to Ohio and I am enroute Respectfully submitted [redacted]

February 10, [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 BankThank you for speaking with [redacted] , of our staff, regarding your concernsAs [redacted] mentioned, a letter dated February 6, 2015, was mailed to you stating that the temporary credit of $is now permanentShould you have any further questions, [redacted] remains available to speak with you, and she can be reached at [redacted] or ###-###-####, Extension*** [redacted] , we appreciate the opportunity to reply to you againSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

November 7, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your September 8, 2014, automobile claim Our records confirm that we sent a letter to Mr [redacted] on September 19, 2014, which explained that the rental would begin when the vehicle was left at the shop and that the rental would end the day the repairs were finishedOn October 3, 2014, you left the vehicle at the shop and four days later, a payment for the damages was sent to Mr [redacted] On October 9, 2014, you contacted USAA and requested an extension for the rental until October 13, 2014, and the extension was approvedOn October 14, 2014, the body shop confirmed that the repairs were completed the day beforeThat same day, Mr [redacted] contacted USAA and requested that we void the payment and reissue it to the body shop I understand you spoke with [redacted] , of our Claims staff, who explained the rental charges started on October 3, 2014, when the vehicle was left at the shop, and ended on October 13, 2014, when the repairs were completeTherefore, we are unable to reimburse you for any additional rental expenses Thank you for 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] ***

January 19, [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding the continuous receipt of correspondence for a USAA member who does not live at your residenceI regret the frustration you experienced with processing the removal of your address from our systemThank you for taking the time to speak with [redacted] , of our staffAs he advised, we have taken the appropriate steps to ensure you no longer receive communications related to this accountWe appreciate the opportunity to review your concerns and respond to youSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Here is [redacted] 's response:The customer's vehicle was inspected on 2/26/We started the repair procedure on 3/10/The repairs were completed 3/20/When the repairs were completed the vehicle had 99,miles on itWe were contacted by the customer with a complaint about a body side molding failing to adhere to the doorThey were promptly fit into the schedule to have the molding cleaned and re-tapedOn 5/20/we arrived at our place of business to find that the customer had dropped the vehicle off early that morning or the night beforeThe customer vehicle was never moved and the molding was removed and reinstalled where it was originally parked by the customerThat same day the vehicle was picked up without any issues or complaintsWe didn't hear anything again until the beginning of November when it was stated that we caused all forms of damage all over the vehicle including the driver's seat being fully reclined and pushed all the way back and unable to be adjustedIf that's the case how was she able to drive the vehicle home, and why wasn't it mentioned then? The vehicle was then taken to a USAA Star shop and re-inspected by the shop owner and a USAA staff appraiserWe were advised by USAA that in the time elapsed since pick up at our shop the vehicles mileage had increased to over 104,In eight months the vehicle had been driven over milesIn that time the customer never made any complaintsIronically the only damage they are pointing out is on body panels we didn't work onOur work and craftsmanship was said to be more than acceptable at the time of re-inspectThe customer then continued to complain to USAAUSAA sent out a territory Physical Damage Specialist and his superior to inspect the vehicle againUSAA denied the claim again and stated it was all wear and tearUSAA has denied any wrong doing by themselves or us as their Star shop All the current information about the 104,miles and such came directly from a USAA Employee One of the North west area adjusters names *** He and area manager [redacted] were the only two people that had that information and it was clearly passed down to the shop Also the vehicle damage was all documented on USAA online with pictures that were uploaded on June, These pictures were uploaded as fast as I could as I was on deployment and I was in phone contact with USAA immediately after my wife noticed and noted all damage With that the responses from USAA employees that stated that the vehicle would be repaired upon my return are now gone Also the letter from [redacted] stating in complete contradictory statements from [redacted] has been deleted off of my profile USAA is still not backing up its customers My wife wanted nothing to do with the shop upon receiving our vehicle back and finding it in the state that it was in We notified USAA and we are now trying to get the vehicle fixed appropriately Please understand that we have tried to work with the company but they are refusing to work with us Regards, [redacted]

May 14, [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your March 26, 2015, automobile claimI regret the frustration you experienced, and I appreciate you taking the time to speak with [redacted] of our staffI understand she is currently working with you to have the liability decision reviewedMs [redacted] will remain available to assist you until a final decision has been reachedThank you for allowing us to reply to youSincerely, [redacted]

Revdex.com:Pretty poor treatment for a 20+ year customerAt no point was I offered any actual help to resolve the situationGET TRAINED IN CUSTOMER SERVICE! I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

March 31, [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding a property insurance quoteWe strive to provide quality service to our entire membership, and I regret any frustration this matter may have caused youI understand that [redacted] [redacted] , of our staff, was unable to reach you to discuss your request and our underwriting guidelinesPlease call her at your earliest convenience at [redacted] or ###-###-####, Extension ***Thank you for allowing us to reply to youSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: it is unresolved Revdex.com: please leave this complaint open for days Regards, [redacted] ***

December 24, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding the credit card disputes you initiated with the USAA Federal Savings Bank (FSB) I regret any frustration you may have experienced because of this matterI understand that you spoke with [redacted] of our FSB staff After she explained the activity that transpired, you confirmed that you considered the balance reconciledThank you for allowing us to reply to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

February 10, [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding the September 4, 2014, automobile claimWe strive to provide quality service and fair claims handling to all of our membersI regret the frustration this situation has caused you and for the delays related to your claimCoaching was provided to the appropriate individuals to prevent other members from having a similar experienceI understand that your claim has been settled and that your deductible has been reimbursedShould you have any questions, [redacted] , of our Claims staff, remains available to assist you, and she can be reached at [redacted] or [redacted] ***, Extension ***We appreciate the opportunity to look into this matter and to respond to youSincerely, [redacted] ***

November 20, [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 damUSAA is attempting to speak with your electrician concerning the electrical wiring repair and we will notify you of the findingsIn 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] ***

Complaint: [redacted] I am rejecting this response because:I certainly did not decline any payment plan, I offered her what I could offer, and she turned it down[redacted] had told me that he would be able to reimburse the money, but then turned around and decided not to Now, I understand you all are a large company, and function based on the money you collect from us little folks, but what you did to me was quite terrible Complete disregard for my financial difficulties, even though I have been a loyal customer for quite a long time Not to mention I am a veteran; little did I know that my real enemies would be here in the states Very disappointing The money you took would have allowed me to make payments on my home and car, but now because of you, my house can be foreclosed, and I may lose my vehicle When my insurance was stopped, again because your employee turned down my offer for a payment plan, I was in danger of losing the ability to drive my vehicle This put my job in jeopardy Where is the compassion? Where is the understanding? Where is the customer service? USAA, I am quite ashamed with you Regards, [redacted]

May 11, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your second submission regarding your April 4, 2015, automobile claimWe responded to your complaint on April 29, While we recognize that you disagree, we feel confident that the correct decision has been madeNo new information has been presented that would warrant a change in our positionThank you for the opportunity to review your concerns again; however, we consider this matter closedSincerely, [redacted] ***

May 6, [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your credit card with the USAA Federal Savings Bank (FSB) and your insurance policiesWe regret any frustration or inconvenience you experienced when you contacted us following the unauthorized charges on your credit cardPlease know that safeguarding our members’ accounts is critical to our business, and it remains a priorityThank you for speaking with [redacted] , of our staff, who explained the parameters we have set to assist with fraud detection and the events surrounding the charges on your accountAs she also advised, you were not held responsible for the unauthorized charges, and your account has been appropriately creditedShould you have any additional questions, [redacted] remains available to assist you, and she may be reached at [redacted] Extension [redacted] Regarding your automobile and homeowners policies, your premiums were affected by multiple factors, including a reduction of the New Vehicle Discount, an increase in the dwelling coverage for your home, and applicable rate revisions for both policiesWe confirmed that both your automobile and homeowners policies were cancelled at your requestWe appreciate the opportunity to respond to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

March 25, [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding your automobile insurance policyOur records confirm that you filed an inquiry with the Texas Department of Insurance We will respond to the Texas Department of Insurance accordinglyThank you for the opportunity to replySincerely, [redacted]