USAA

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]

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]

June 23, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your automobile claim.   Thank you for speaking on June 19, 2017, with [redacted] of our staff, and offering to provide a link to a video of...

the incident. Ms. [redacted] sent an email requesting that you respond and attach the link. If you have any further questions or need assistance, please contact Ms. [redacted]   We appreciate you allowing us to reply to 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]

August 28, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit account and automobile claim. Thank you for speaking with [redacted], [redacted], and [redacted], of our staff, regarding your concerns. As Ms. [redacted] and Ms....

[redacted] advised, after a thorough review of our records was completed, we were able to confirm that you opened the checking account and used the debit cards that were provided. Therefore, you remain responsible for the charged off balance in the account. Our records also show that you applied for an unsecured loan in March 2014 and January 2015, both of which were declined. Since the applications were valid, we are unable to honor your request to remove the credit inquiries from your credit report. In April 2014, you established an automobile policy. A claim from Central Kia was presented to us in June 2014, in which they were able to provide documentation supporting their claim for damages to the vehicle they loaned to you. We are confident that the claim was handled appropriately. As Ms. [redacted] advised, we cannot delete the claim from your profile. 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. Other bank products are issued and serviced by USAA Federal Savings Bank. This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose.

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]

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]

April 1, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding the February 3, 2016, automobile claim.
We responded to your complaint on March 23, 2016.  We reviewed the information you provided after our prior response. Subsequently, the value was adjusted, and you accepted the revised settlement offer of $4,253.81.  A payment of $3,253.81 was made to you, and the additional funds will be released upon receipt of the title.  [redacted], of our staff, remains available to assist you.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

August 29, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your automobile claim.  I regret any frustration this matter may have caused.   Thank you for speaking with [redacted] of our staff, who...

discussed your concerns.  A diagnostic test confirmed the CD player malfunction was related to the accident, and supplement payments will be issued once the needed information is received from your shop of choice. Our records indicate that payment for your rental car was issued on August 16, 2016. If you have additional questions, Ms. [redacted] remains available to assist you at ([redacted]) [redacted] or ([redacted]) 5[redacted] at extension [redacted].   We appreciate you allowing us to reply to you.    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]

February 26, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding your credit card dispute.
[redacted], of our staff, completed a thorough review of the situation and discovered that additional information is needed from...

you to provide the provisional credit you are seeking.  Ms. [redacted] was unfortunately unable to reach you to discuss the matter, and no further action can be taken without the additional information we are requesting.  Please contact Ms. [redacted] at your earliest convenience at [redacted]
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 13, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile policy premium. We regret any frustration you experienced as we strive to provide quality service. Thank you for speaking with [redacted], of our staff, regarding...

the billing of your policy. Our analysis indicated the premium for your 2000 Chevrolet Impala is accurate for coverage period October 7, 2015 to December 16, 2015, which included payments and adjustments. Please know that we adhere to our core values of service, loyalty, honesty, and integrity, and we strongly reject your allegations of impropriety. Should you have any further questions, Mr. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [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: It provided no action to resolve the case. The insurance company has refused to show why they should not honor the claim. Their inability to contact their insured is no reason enough to deny a lawful claim. Apparently the only one profiting in the affair is the insurance company that continues to receive premiums while refusing to pay damages by their client with no reasonable defense for not covering damages.
Regards,
[redacted]

August 16, 2017   Mr. [redacted] Mrs. [redacted] Complaint ID #: [redacted]   Dear Mr. and Mrs. [redacted]:   I am responding to your submission regarding your June 29, 2017, automobile claim.  I regret any frustration or inconvenience you may have experienced.   As [redacted]...

[redacted], of our staff, advised, a thorough review of the damages to your vehicle confirmed that the fire was a result of wear and tear or mechanical breakdown, which is not a covered loss.  However, Ms. [redacted] also verified that $900.00, which is the maximum amount of your rental coverage, was paid while you were in the rental during the investigation. Therefore, we respectfully decline your request for additional reimbursement.   Mr. and Mrs. [redacted]s, we appreciate you allowing us to reply to you.  Should you have any additional questions, Ms. [redacted] remains available to assist you.   Sincerely,   [redacted]

[redacted]
[redacted]
[redacted] I am responding to your submission regarding the allocation of funds from your June 2015 homeowners insurance payment. We regret that we did not meet your service expectations as we make every effort to...

ensure our members’ policies are serviced and maintained efficiently and accurately. A review of your account revealed that on March 9, 2016, a Member Solutions Manager explained to you that the funds from your June 2015 payment were applied to the balances of your property and casualty policies instead of solely to the homeowners insurance premium. We are disappointed that this matter caused you to reconsider your insurance needs. As you requested, all of your insurance policies were canceled effective March 17, 2016. Mrs. [redacted], we appreciate you allowing us to look into this matter and reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: Payment did not decline I sent over documents that showed the payment was deducted from my account.  When I called USAA the day my car was taken the agents that I spoke with were trying to figure out where the payment was allocated on your end. At no time until now that anyone say that the payment was declined this is the first.  they also informed me that this was not the first time that this has happened with your company. After not speaking with your agents  for over two hours and them informing me that they were unable to help me further unless I sent over the front and back of my card which I stated I was uncomfortable with. I called my bank to verify that was I was seeing online was accurate and it was
Regards,
[redacted]

July 29, 2016   Sergeant First Class [redacted]. [redacted], USA (Ret.) Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your third submission regarding your June 11, 2016, homeowners claim.   We responded to your complaint on July 6, 2016.  While we recognize that you continue to disagree with the outcome, we feel confident that the correct decision has been made based on the diagnostic inspection provided.  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]

October 7, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your homeowners claim. Our records confirm that you filed an inquiry with the North Carolina Department of Insurance (DOI). We will respond to the DOI...

accordingly. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

September 15, 2016
Mrs. [redacted]
Complaint ID #: 11695574
Dear Mrs. [redacted]:
I am responding to your submission regarding your automobile insurance policy. We regret any frustration this matter may have caused you and your husband as we strive to provide quality service.
Thank...

you for speaking with Mr. [redacted], of our staff, who reviewed the policy and billing statements with you. I understand that you have agreed to remove one of the vehicles from the policy and accepted a special payment arrangement to rectify the outstanding balance on the account. I hope you found your conversation with Mr. [redacted] responsive to your concerns. If you have additional questions, he remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]