USAA

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]

[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]

This person ([redacted]) is not a USAA member.  Based on the information provided I could not find a claim number associated with them.  If they can provide a claim or policy number, we could proceed. [redacted] | Member Relations Advisor | CEO Member Relations Member...

and Market Insights, Enterprise Strategy and Marketing, USAA[redacted]Office [redacted] Fax [redacted]

September 21, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted] 
I am responding to your submission regarding your auto and homeowners claims.
Our records confirm that you filed an inquiry with the California Department of Insurance (DOI). We will respond to the...

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

September 11, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your inquiry concerning your homeowners policy coverage, and I apologize for any frustration or inconvenience you experienced. Thank you for speaking with [redacted]...

[redacted], of our staff, and for explaining the intent of your inquiry when you initially called USAA on August 11, 2015, As Ms. [redacted] explained, an opportunity was identified with the handling of your coverage question and coaching was provided to those involved to prevent a similar occurrence. Ms. [redacted] confirmed your account has since been updated appropriately. Should you have any further concerns, Ms. [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:I have documented my loss in more than in one. And the biggest issue is USAA unwillingness to present detailed methodology. Yes, after submitting complaint to Revdex.com, I have been contacted from USAA and been told they will look in to it. but I have got samerespond as earlier THAT, AS PER THEIR METHODOLOGY, UNFORTUNATELY WE CAN'T DO ANYTHING FURTHUR AND OUR OFFER REMAINS THE SAME.Am asking on what bases offer remains the same. Even though they know that any car involve in an accident and if chasis if the car get damaged, No matter even if it fixed car lost their value nearly 40%.due to damaged chasis. As it can not be sell as certified car anymore.Even few dealership rejected to appraise the value of car as they cannot sell my car due to  chases damaged.Still nothing matters to USAA and they cannot reconsider my offer. I have attached demand letter which explains everything in detail. hope this case get resolved asap as its been long time. USAA offer me to go to court and that's only option I have, if I want to. as they can't do anything further .But fees for lawyer and all other hidden expenses to go to court , I don't have any that kind of money like USAA. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I cannot believe I am still receiving a standard (insulting) reply. The message states that [redacted] is available for further assistance but I left [redacted] a message on 1/11/16, TWO days ago, for him to call me and I still have not received a call back. [redacted] will be the fourth person to NOT call me back, WOW! He said he was my advocate and wanted to assist me in resolving my concerns and therefore should have on his own called me back within a couple of days to see how things were or definitely after I left him a message. It is amazing that at this point and after everything that has transpired or actually not, that this situation has not received the attention it duly requires and deserves. This is a very disappointing example of taking care of its members and living up to the Companys' core values of Service, Loyalty, Honesty & Integrity. I have been more than patient and have been through a great deal of anguish, and at this time need to reach out to the Department of Insurance as well as the media.
Regards,
[redacted]

May 11, 2017
Senior [redacted] Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your automobile insurance policy with USAA General Indemnity Company.
We regret any frustration you experienced, as we strive to provide quality service to...

our entire membership. Our records indicate that we faxed the requested information to your previous insurer on May 1, 2017. If you have any further questions [redacted], of our staff, can be reached at [redacted]-USAA ([redacted]), Extension [redacted].
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]

November 7, 2016   Staff Sergeant [redacted], USAF Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding a deposit hold in your USAA Federal Savings Bank checking account.   Lisa [redacted], of our staff, was unsuccessful in...

her attempts to contact you to discuss your concerns; nonetheless, she confirmed that the funds placed on hold were available on             October 29, 2016.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate you the opportunity to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:
 
I am an honorable discharged disabled veteran of the Vietnam Era
and Gulf War. As any veteran with an honorable discharge I carry the
motto duty, honor, and country as my platform in life. When I wore the military
uniform the country was behind me and the wing master of my density.
 
As a service member this county has established a moral obligation
and that is to take care of their own. When there is a gap it leaves a
veteran to think in a different direction. This is exactly what has happen with
USAA insurance. 
 
During my active duty period I was an USAA active member and
continued the coverage afterwards. The continuation was extended based solely
upon their level and professionalism due to their affliction with all military
branches. To date, my auto and homeowners insurance policies are active. 
 
I have been a loyal member since the year of 1994. I was
betrayed by USAA due to an auto accident that occurred on November 30,
2016. The other party was cited by an officer with Denver police
department. A citation was issued to the other individual for carless and
reckless driving.  
 
During the accident investigation the opposite party argued with
the officer. The individual left the scene of the accident and returned only
when the officer phone her asked if she was returning. Prior to leaving the
scene the individual used aggressive tacks and profanity towards
me for intimidation purposes.
 
USSA initially used stonewall tact's by stating they could not
obtain a copy of the accident. The company demanded that I obtain a copy. I
obtained the report and it clear indicates the individual was responsible
for the accident by receiving a citation.
 
The insurance company still refused to make the repairs to my car
and had me to talk with a special USAA investigator. He requested I give me
another report of the accident although; I had given the company three separate
reports of the accident. 
 
USAA requested that I obtain an estimate for the auto repairs from
[redacted]. I complied with the request but was told by the [redacted]
representative that USAA had not provided them any documentation concerning the
accident. I received a phone call from [redacted] after the visit for the estimate stating
that USAA needed another estimate therefore, I returned at a different date.
 
To my surprise upon returning for the second estimate it was not
for the fender and bumper damage but an
examination of the entire car. The entire interior and exterior was checked for
its condition. This included examining the door handles, widows, engine, engine
oil, tire treads, etc...). It was basely bumper to bumper inspection as if I
was selling or trading the car. 
 
I was told by the [redacted] representative that USAA who be contacting
me for a decision. USAA gave me numerous claim numbers in which none of them
could be confirmed when I made phone calls in hopes of repairing my car. In
addition to this I sent emails and could not resolve the issue. 
 
A representative from USAA executive office called me
and asked me to give him another report of the accident although; I
had given those three earlier reports. The executive office called only after I
filed grievances with the company.  
 
This accident occurred on November 30, 2016 and USAA has
knowingly, willfully, and purposely used delay tact's by stating they could not
obtain a copy of the accident report, requested a special investigator, two
separate estimates, and executive officer involvement. As an insurer with
current active insurance I am being denied due fair and due process. 
 
The bottom line on this issue is that USAA are playing the race
card game. The other party involved was a white female stating “she had three children
in the car and she had to get them to their nanny.” In addition to this she argued
with the office by saying “how do I know if the damage was not there prior”? It
was clear by the impact marks on her “HIGH PROFILE VEHICLE. USAA bit the bullet
for her and rode off into the sunset to justify another innocent “white woman’s
word” against a black man THEREFORE, she was judge and jury.
                                        ...⇄ />  
      Regards,
Albert McNeill

April 10, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your February 17, 2015, automobile claim. I regret any frustration or inconvenience this situation has caused you. We strive to provide quality service and efficient claims handling,...

and we value the feedback you shared about your experience. 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 Claims staff, who explained that we needed to complete our investigation, which included obtaining the driver’s statement. I understand that our claims staff left a message for you on April 9, 2015, as we have reached a liability decision. Please contact [redacted] at ###-###-#### or ###-###-####, Extension [redacted], at your convenience, to discuss continued claims handling. Thank you for your patience as we worked diligently to resolve this matter for you. We appreciate the opportunity to review your concerns and respond to you. Sincerely, [redacted]

July 14, 2017   Ms. [redacted]   Complaint ID #:  [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding the collision claim under your spouse, Mr. Scott [redacted]’s, automobile policy.   Our records confirmed that Mr. [redacted] filed an inquiry...

with the California Department of Insurance concerning this very matter.  We will respond to Department of Insurance accordingly.   Thank you for the opportunity to reply.   Sincerely,     [redacted] Senior Member Relations Advisor

June 6, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your automobile insurance policy.  I regret any frustration or inconvenience you experienced as a result of this matter.
 
Thank you for...

speaking with [redacted], of our staff, who accommodated your request to remove your 2015 Jeep Cherokee effective April 11, 2016, which resulted in a credit of $106.62 that was returned to your external bank account.  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 the opportunity to research your concerns and respond to you. 
 
Sincerely,
 
[redacted]

October 20, 2015 [redacted]
[redacted]
Dear Mrs. [redacted]: I am responding to your submission regarding your September 10, 2015, automobile claim. We regret the inconvenience and frustration this matter caused as we strive to provide quality claims service to our entire...

membership. Your feedback regarding the repair facility within USAA’s Direct Repair Program was shared with the appropriate parties. Thank you for speaking with [redacted], of our staff, who addressed your concerns regarding the handling of your claim and confirmed that your rental expenses would be covered for the additional time that was required to repair your vehicle. Should you have any additional questions, Ms. [redacted] remains available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

October 15, 2015 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your USAA Secure Checking account. Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB) about this matter. We will respond to the...

CFPB accordingly. Thank you, [redacted]

June 29, 2017 Staff Sergeant [redacted], USA (Ret.)Complaint ID #: [redacted] Dear Staff Sergeant [redacted]: I am responding to your submission regarding your May 3, 2017, homeowners insurance claim.  I regret any frustration or inconvenience this matter has caused...

you. Our research indicates that although there is damage to your roof, it is not storm related.  Two separate inspections showed that the damage was related to improper installation.  An engineer inspection was recommended; however, I understand you declined to allow this.  To proceed with the claim the engineer inspection must be completed.  If you have any additional questions, we remain available to assist you. We appreciate you allowing us to reply to 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]

June 3, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your concerns with reimbursement for your rental vehicle, and I regret any frustration you experienced with this situation I understand that [redacted], of our staff, attempted...

to speak with you about your service experience. I am pleased to learn that the matter was resolved, and between May 31 and June 2, 2016, three payments for the rental vehicle were sent via electronic funds transfer. We appreciate you allowing us to reply to you. Sincerely, [redacted]

Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank.
Our records confirm that on January 4 and 5, 2016, four checks were deposited via Deposit@Mobile® into your checking...

account, and the funds were immediately depleted using the debit MasterCard® issued to you.  The activity was reviewed, and our investigation concluded that you willingly participated in the activity and no unauthorized transactions took place.  You are responsible for the negative balance in your checking account and there are no funds to return to you.  Based on your account transactions, we exercised our right, to the extent allowed by law, to discontinue doing business with you.  Unfortunately, [redacted], of our staff, has been unable to reach you to discuss your concerns.  If you have further questions about this matter, she is available to assist you and can be reached at [redacted] [redacted] Extension [redacted]  
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]