USAA

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]

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 has overlooked the real issue here, My vehicle is still not repaired correctly, the issue was to have the liftgate repaired. This Company does not listen to their customers, all the people involved do a very inept job, not addressing the issue, nor anyone from their company that would get off their chair to do a good job, still have not received a phone call pertaining to my complaint. The battery was a 3yr old [redacted] product and worked perfectly before the accident, and after the repairs did not work. (DEAD BATTERY) directly caused by some process of the damages and or repairs....
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We have tried to contact you, but you were busy when we called. Again if the Colorado law states that we can only have the rental car for three days past the settlement offer, then your company should send the check within those three days, not six days later. Also you should not offer a settlement before you have the paperwork to assure you that the car in your possession.Regards,[redacted]
Regards,
[redacted]

January 7, 2015 Petty Officer First Class [redacted], USN Complaint ID #: [redacted] Dear Petty Officer [redacted]: I am responding to your submission regarding your February 24, 2014, automobile claim. Our records confirm that you filed an inquiry with the Washington State Office of Insurance...

Commissioner. We will respond to the Washington State Office of Insurance Commissioner accordingly. Thank you for the opportunity to reply. Sincerely, [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]

Complaint: [redacted]
I am rejecting this response because:Sorry they are a terrible company took them forever to even answer my email and phone calls. Yeah they have paid me but let's be real they low balled me on my truck and now I can't even afford a new vehicle. I will be talking to my lawyer also about the back problems I am now having.
Regards,
[redacted]

February 4, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your December 16, 2014, automobile glass claim. Thank you for speaking with [redacted], of our Claims staff, who explained that USAA approved an original equipment manufacturer (OEM) windshield for your 2014 Toyota Camry. Please note we have no record of denying any request for an OEM windshield for your vehicle. She also confirmed that the OEM windshield has been delivered and that your shop of choice will contact you to schedule the replacement. [redacted], should you have further questions or concerns, [redacted] remains available to assist you. We appreciate another opportunity to reply to you. Sincerely, [redacted]

September 11, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your auto insurance policy.
Thank you for speaking with [redacted], of our staff, who addressed your concerns and confirmed your insurance policy was rebased...

correctly as you resided in South Carolina for a period longer than sixty days. As no error was made, we must respectfully decline your request to credit you the difference in premiums. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[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.

July 3, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your third submission regarding Mrs. [redacted]’ May 18, 2017, automobile claim.    We responded to your complaint on June 16 and June 26, 2017.    We appreciate the opportunity to review your concerns again; however, we consider this matter closed.   Sincerely,   [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]

February 13, 2015 Chief Petty Officer [redacted], USN (Ret.)Complaint ID #: [redacted] Dear Chief [redacted]: I am responding to your second submission regarding your homeowners claim. [redacted], of our staff, was unsuccessful in his attempts to contact [redacted] to discuss the claim.  I understand that a payment for the recoverable depreciation was issued.  If you would like to discuss the matter further, please contact [redacted] at [redacted] [redacted] or ###-###-####, Extension[redacted]. Thank you another opportunity to reply to you.   Sincerely, [redacted]

[redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your auto loan applications with the USAA Federal Savings Bank (FSB). Please know that the FSB acts in accordance with our core values of service, loyalty, honesty, and integrity...

and does not engage in deceptive practices. 
Our records confirm that you submitted two auto loan applications online. At that time, the lowest advertised rate for a new vehicle at a 72-month term was 2.49%. As indicated on the Auto Loan Rates, Footnote 1 on usaa.com, “Subject to credit and collateral approval. Advertised rate is our lowest Annual Percentage Rate (APR) and is effective 10/01/2015 and includes a discount for automatic payments and for using the Car Buying Service. Rates subject to change without notice. To qualify for the lowest loan rates you must have excellent credit. The as low as rate applies to vehicle model years 2015 and newer. A 36-month loan with a 0.99% fixed APR would have monthly payments of $28.20 per thousand dollars borrowed. It is anticipated that of approved applicants, 21% or more will qualify for the lowest APRs. New vehicle loan rates with the automatic payment and Car Buying Service discounts currently range from 0.99% to 16.49% APR, depending on credit history, loan term and loan amount. If you use the Car Buying Service the discounted offer is good from 10/01/2015 to 02/29/2016. To qualify for discount offer, you must use the USAA Car Buying Service and fund the purchase of a vehicle from the certified dealer listed on your savings certificate with a USAA Federal Savings Bank auto loan by 02/29/2016. The savings certificate must be generated no more than 90 days prior to your loan being funded. Your loan will originally be set up without the rate discount. After your loan agreement is signed and your vehicle purchase is complete, we will confirm that you qualify for the discount and apply the discount to your loan. Discount for new and used vehicles is 0.50% off of the approved interest rate for loan terms up to and including 72 months. Please allow three to five business days after funding for processing. Please refer to usaa.com/autoloanoffer to learn more about the discount offer and to check for dealers.” It also advises that new vehicle loan rates depend on credit history, the loan term, and the loan amount. 
We thoroughly reviewed the matter, and I understand you spoke with Brandy [redacted], of our FSB staff, who confirmed that you qualified for the appropriate rate based on your credit history. Should you have any other questions, Ms. [redacted] remains available to assist you. 
While we understand this is not the outcome you were seeking, we appreciate you allowing us to look into this matter and to reply. 
Sincerely,
[redacted]

June 28, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding your claim and restricted online access. I regret any inconvenience this situation caused you.
After a thorough review, we confirmed that the claim was denied as...

there was evidence of damage prior to the claim and inception of your renters insurance policy. In keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain obligations with us. To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has negatively impacted our brand reputation. When this basic principle is compromised, access to usaa.com is limited. Our representatives are available to process any transactions or assist in servicing your existing accounts. Additionally, we offer a view of your accounts on mobile.usaa.com, which can supplement the account information you can get by mail or telephone. If you have additional questions, [redacted], of our staff, remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 28, 2014[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your additional concerns outlined in your submission regarding your USAA homeowners insurance claim. As previously noted, USAA initiated an inspection from a third party engineer, and we received the final report on November 19, 2014.  The conclusions noted that here was no hail damage to your roof, and your claims adjuster communicated the result to you the same day.  I understand a copy of the report was sent to you, per your request.  While we recognize that you disagree, 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. Sincerely,[redacted]

December 2, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile insurance claim.  I regret any frustration this matter may have caused you. Thank you for speaking with [redacted] of our staff,...

who discussed your concerns.  As she stated, the shop of choice is fully responsible for the current damages to the vehicle; therefore, a business decision was made to deem the vehicle a total loss.  Our records indicate that the total loss payment was sent to you on November 29, 2016.  In regards to your concern about a rental car, we respectfully decline your request to pay for additional days of rental coverage.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

March 13, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the premium on your automobile insurance policy.
[redacted], of our staff, was unsuccessful in his attempts to speak with you. Nonetheless, he thoroughly...

reviewed your policy and confirmed that the appropriate rates have been applied. As a courtesy, the $15.00 late fee assessed to your account on February 20, 2017, was waived.
We appreciate the opportunity to reply. Should there be additional questions regarding this matter, Mr. [redacted] remains available to assist you.
Sincerely,
[redacted]

February 23, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]
I am responding to your submission regarding the handling of your claim. I regret any frustration and inconvenience you have experienced.
[redacted], of our staff, completed a thorough review of the...

claim; however, she was unable to reach you by telephone to address your concerns. Should you wish to discuss the matter, Ms. [redacted] can be reached at ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

March 28, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your auto loan.
Thank you for speaking with [redacted], of our staff, about your concerns.  As you were advised, once a payment is made to pay off the...

auto loan, we can reverse the charge-off status of your loan and send a request to the consumer reporting agencies to update your credit report accordingly.  In addition, Mr. [redacted] will have your credit card reactivated once the payment is received.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Mr. [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.  Other bank products are issued and serviced by USAA Federal Savings Bank.