USAA

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]

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]

I no longer have a disability asst to help me   1. Usaa has not provided me with a copy of my Insursnce file and all the notes and corresponded including my 160 report I submitted   I am entitled to a copy . Why hasn't USAA honored the request ? When will I receive the info!   2. 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 false 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 false 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 3 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 2014 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]

October 31, 2014[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).Our records reflect that on October 1, 2014, check [redacted] was returned for nonsufficient funds (NSF).  The...

FSB’s Depository Agreement and Disclosures (DAD), which is available to all accountholders and on usaa.com, indicates that when you do not have enough funds in your account for the FSB to process a collection item drawn on your account, we may charge you an overdraft or NSF fee.  Thus, on October 2, 2014, a $29.00 NSF fee was assessed, and checks [redacted] and [redacted] were returned unpaid.  On October 3, 2014, your account was charged two NSF fees totaling $58.00 for the returned checks, and two deposits brought the account to a positive balance.  Your transaction history is available online. On October 6, 2014, [redacted] spoke with the FSB, who issueda courtesy refund for one $29.00 fee and advised that the deposits were received after the checks were returned unpaid.   Thank you for speaking with [redacted], of our staff, who explained how the FSB processes transactions overnight and posts NSF fees the business day after an item is returned.  We regret any frustration you may have experienced, and we respectfully decline your request for an additional NSF fee refund.  If you have further questions, [redacted] remains available to assist you and may be reached at [redacted] or [redacted], Extension [redacted]. We appreciate the opportunity to reply to you.  Sincerely,
[redacted]

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

January 12, 2015 [redacted] Complaint ID #:[redacted] Dear [redacted]: I am responding to your submission regarding a deposit hold with the USAA Federal Savings Bank (FSB). Our records indicate that you deposited funds into your checking account from a remote location using USAA...

Deposit@Mobile. The FSB’s Remote Deposit Capture User Agreement explains that funds deposited via USAA Deposit@Mobile will be available after USAA receives payment for the funds submitted. Thank you for speaking with [redacted], of our FSB staff, about our hold policy. We regret any inconvenience this situation may have caused you. As a courtesy, the hold was released. [redacted] explained future deposits may be subject to the same holds. If you have additional questions concerning this matter, [redacted] remains available to assist you and may be reached at (800) 531 USAA (8722), Extension[redacted]. We appreciate the opportunity to address your concerns. Sincerely, [redacted]

September 27, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the handling of your July 7, 2016, automobile insurance claim.
We analyze each loss on its own merits, and we are responsible for making decisions in...

accordance with the terms, conditions, and limitations of the policy. A thorough review of your situation was completed, and our investigation determined that we will not cover damages that are unrelated to the claim.
[redacted], of our staff, was unsuccessful in her attempts to reach you by phone to discuss your concerns; however, she left you a detailed message, explaining the aforementioned. Should you have any further questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to address your concerns.
Sincerely,
[redacted]

From: [redacted]] Sent: Thursday, February 05, 2015 11:18 AM To: info Subject: complaint   Hello! I received an email that my disput has been handled but its not. They are now saying I cant apply for a debt consolidation loan, when that’s the exact description on the website for a personal loan. -[redacted]

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

Complaint: [redacted]
I am rejecting this response because: USAA has done nothing to valid any of the information I previously stated. Yes, my policy was canceled because of none payment but I was given the incorrect date by there employee, I know they have a record of that MSR accessing my details on the day I called in. The same thing with my policy and coverage on my watch. I asked USAA to give me the MSR name who established my policy the company refused. That watch has always been covered under USAA. I have never had just auto and renters insurance, it's always been all three types of coverage. The company is also not addressing the fact that they forced me start a new policy under my husband and I had my owe Eligible through the company. That MSR refused to sit up a policy under my information. I never requested her to set up a policy under my husband. I know they can see that MSR accessed my information to look at all the details showing what I had previously had as coverage. The MSR even read off what she was going to be adding to policy. But none of this was done. USAA is refusing to do anything because that MSR is a contractor and not a internal USAA employee which means this Contractor also means USAA has limited information about what was even done. Either way I was under insured by USAA because they knew about all my belongings. Still no one can tell me why it was not done when it was requested. They only thing they can tell me is they don't have access to the recorded calls after three months, which is not my issue its there's. They need to do the right thing about this situation because there is no way in the world I would have coverage of all my valuables for over 7 plus yrs then all of a sudden not request coverage anymore. Then make a claim on a item knowing I don't have coverage. That just doesn't make scents and they are not taking any of that into consideration. 
[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]

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]

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]

July 20, 2015 [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your attempt to deposit funds through an ATM at a USAA Financial Center.   I regret any frustration you experienced as a result of...

this situation.  Thank you for speaking with [redacted], of our staff, who confirmed a temporary credit was applied to your account while an investigation of the deposit is completed.  Mr. [redacted] will follow up with you once additional information is available.  Should you have any questions in the meantime, Mr. [redacted] can be reached at [redacted]   Thank you for allowing us to reply to you.   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]

September 18, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your USAA Platinum MasterCard dispute for a $500.00 charge that posted to your account. I regret that your conversation with [redacted], of our staff, did not meet your...

service expectations; however, we must respectfully disagree with your allegations of wrongdoing. According to our records, on May 26, 2015, an official check for $500.00 was sent to you while your credit card dispute was being investigated. A second check for $500.00 was inadvertently sent to you on June 24, 2015, for the same disputed charge of $500.00. Due to the duplicate credit you received, a reversal was made to your account which resulted in a charge of $500.00. As [redacted], of our staff, advised, he was able to confirm that both checks were cashed and that you are responsible for the balance on the credit card account. Thank you for 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.

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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I did have proof that the vehicle was returned several times to the original repair facility but nobody want to hear a thing I had to say I also have chats That stated whatalong with other witnesses to what I was told on the 60%. USAA has done nothing but lie this whole time and change conversations to what fits their needs the car is still at the repair shop for it is not drivable to my standards.
Regards,
[redacted]

December 14, 2016Mrs. [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]: I am responding to your submission regarding your auto insurance claim.I hope that your husband’s conversation with [redacted] of our staff, reassured you that we completed a thorough review of your claim. While we recognize that you continue to disagree with the settlement offer, we are confident that the amount reflects the appropriate value of your vehicle at the time of the loss.   If you have additional questions, Ms. [redacted] remains available to assist you.We appreciate you allowing us to reply to you.  Sincerely,[redacted]

September 29, 2016 Lieutenant [redacted], USNComplaint ID #: [redacted] Dear Lieutenant [redacted]: I am responding to your submission regarding your homeowners 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, about your concerns.  The photos and report provided by Lonestar Roofing, our Preferred Direct Repair Provider (PDRP), prior to their repairs confirmed the fence was already leaning before work took place.   The PDRP also re-inspected the fence after it was reported as fallen, and showed there were broken posts with significant rot damage.  They also identified that the fence was improperly constructed, as it was built with landscape timbers instead of 4x4 posts, and the additional damage was not the same area previously repaired.  Correspondence explaining the denial of coverage has been sent to you.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]