USAA

August 15, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your service experience, and I regret the frustration this situation caused you.
Thank you for speaking with [redacted], of our staff, and confirming you...

received reimbursement for the storage fee as well as the rental expense from [redacted]. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 19, 2016   Airman [redacted] Complaint ID #: [redacted]   Dear Airman [redacted]:   I am responding to your submission regarding your accounts with the USAA Federal Savings Bank.   Unfortunately, [redacted], of our staff, was unable to reach you by telephone and...

would like the opportunity to discuss this matter with you.  On July 19, 2016, three accounts were opened with USAA that generated an alert for possible fraudulent activity.  Our Fraud department left a voicemail message requesting that you contact USAA to discuss the account.  A review of your account was performed at that time and it was determined that USAA would exercise its right to no longer continue to do business with you based on the possible fraudulent activity.  However, after further investigation, this decision has since been overturned.   I apologize that we did not meet your service expectations as we make every effort to ensure our members’ accounts are serviced and maintained efficiently and accurately.  Coaching has been provided to those involved to ensure other members do not have a similar experience.  Please also know that your situation was shared with our management team as we are continuously seeking ways to improve how we do business.   Airman [redacted], we have not yet issued your refund since your membership has been reinstated.  Currently, we are awaiting your call back to determine how you would like to proceed with your funds. Should you have any questions or concerns, Ms. [redacted] remains available to assist you and can be reached at [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:Retaliation by business.  Credit card gets suddenly declined on every purchase, despite paying balance in full monthly.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:USAA failed to address the issue caused by their client and they continually provide false information to Revdex.com and to me. They lied about the police report. I have a recorded call where the USAA agent confirmed they had the police report only a few days after the accident. They are a fraudulent company. I will not let this issue close until they make good on their responsibilities.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted] called me during work hours. I can't answer during work hours and I don't see any point in wasting time speaking to USAA over the phone.  It's extremely frustrating. I asked her to send everything in writing.  I listened to her message and responded to [redacted] by email. Rather than wasting anymore time with this unethical company, I am taking the amount and taking my business elsewhere.  USAA and the vendor they use to value totaled vehicles, CCC Information Services, have a history of undervaluing vehicles and leaving insureds unwhole. The difference is not enough to warrant hiring a lawyer because the attorney fees will wipe it out and Class action lawsuits take a lot of time. USAA knows this. Maybe the better way is to go through the Texas legislature.  
Regards,

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]

October 2, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the rental vehicle period following a total loss determination. In the event of an accident, 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, regarding your concerns. I understand that Ms. [redacted] clarified the difference between first party rental reimbursement coverage found in the policy contract and USAA’s business policy regarding loss of use coverage following a total loss. We are unable to comment on other insurance carriers’ processes and procedures. We value the opportunity to clarify USAA’s position and to respond to your concerns. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I understand you do not wish to respond here because this is public records. In regards to the matter I still do not accept you message. You can post whatever findings here to the Revdex.com also. This is not good enough, nor will I accept any other response than the public response here with the Revdex.com that you have provided behind to the Washington State Commissioners Office. I don't think you understand what frustrated means because every employee of USAA uses it as if they think they can assess if I am frustrated or not through messages on a post. It's simple frustration is a state of psychological thought and you can't assess if I am or am not frustrated so from here on out, do not use that word in conversation with me. The sheer act of illegal behavior from USAA and associates will be publicly posted regardless. I am not frustrated, I am completely calm, relaxed and clear headed. The people who seem to be frustrated are members of USAA, that's why I was hung up on by the office of the CEO. I made it clear, I think it would be best if usaa starts making some appology letters and also respond to the Revdex.com accordingly with all the information provided to the WSCO. I will only accept those actions. I gave usaa and associates plenty of opportunities to settle this before it escalated; however,  usaa and associates felt it necessary to put the corporation before the client. It's pretty simple respond accordingly, I won't accept the we are sorry we didn't live up to the expectations, or we strive to provide the best service, or claiming I'm the one frustrated. I will release a full list of names with extensions of everyone involved who acted inappropriately if the next response isn't handles accordingly. I will also release the illegal document that usaa sent to me trying to have me allow to have the board of directors of USAA act on my behalf as a defecto lawyer. Which also notes that after I told usaa I would hold every member associated with the illegal actions of USAA one of the notes said 'I couldn't hold usaa or associates accountable for their failures as representatives of USAA. Did usaa really think I was going to sign that document basically making usaa no longer accountable for the illegal and immoral actions of USAA? Did usaa think that I would allow usaa harass me so badly that I had health conditions arise and extensive emotional distress causing a medical treatment in regards to excessive purposeful stress to defraud me? Yes I have the medical documentation. Usaa needs to, I'll write it again, respond more appropriately and accordingly. 
Regards,
[redacted]

October 31, 2016   Master Sergeant [redacted] Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your mortgage experience with USAA Federal Savings Bank (FSB), I regret any frustration this has caused you.    Thank...

you for speaking with [redacted], of our staff, verified that you did receive three lock extensions due to external factors.  I understand that she advised you that the Real Estate Rewards Bonus is not related to the rate lock extension costs.  The bonus is calculated based on the sales price and is processed after closing by a third party.   [redacted], also of our staff, was unsuccessful is his attempts to contact you; however, he reviewed your account and confirmed that you made a funds transfer from an external account and a hold was placed for four calendar days.  During this time your mortgage payment was denied twice, which resulted in two insufficient funds fees.  The hold was found to be justified as per USAA Remote Deposit Capture User Agreement, items transmitted via external funds transfer are not subject to the funds availability requirements of Regulation CC.  Also, USAA may make funds available based on such factors as the length and extent of your relationship with us, transaction and experience information, and other factors that USAA deems relevant.  As a courtesy, one NSF fee was waived by Dovenmuehle, and the second was waived by USAA FSB.  Should you have any additional questions, Mr. [redacted] remains available to assist you.    We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

August 7, 2015 [redacted]
[redacted] I am responding to your submission regarding your automobile insurance policy. Our employees are expected to be courteous and informative, and I regret if this was not your...

experience. Thank you for speaking with [redacted], of our staff, who reviewed the account history and billing for your policy and explained our processes related to reissuing a policy. I am glad to hear that a premium-savings adjustment was processed to lower your semi-annual premium. Should you have any questions, Mr. [redacted] remains available to assist you. We appreciate you bringing your concerns to our attention and for allowing us to reply to you. Sincerely, [redacted]

June 10, 2016
 
[redacted], USAF (Ret.)
Complaint ID #: [redacted]
 
Dear [redacted]:
 
I am responding to your submission regarding rental vehicle coverage for your May 24, 2016, auto claim.
 
Thank you for speaking with [redacted], of our staff, who...

confirmed coverage for the rental vehicle. In addition, an insurance coverage review was completed, and an adjustment was made to your automobile policy, as you requested.  If you have additional questions, Ms. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:My 2014 Flagstaff 425D Pop-up camper is insured with USAA for comprehensive coverage. On 3/23/16 it was damaged due to a hailstorm. USAA contracted with V-Spec to assign a repair facility to estimate damages. No damages were found to the roof, however extensive damage was observed on the vent cover and the A/C unit. All pictures have been provided and uploaded to USAA documenting the damages. The original estimate was for both damaged items to be replaced, including labor. Total initial repair estimate was for $1998.59. This included a cost of $1295.95 for the A/C unit. Retail cost of the identical Coleman #48204C966 A/C unit is $1021.88 including tax and freight. Total cost of parts (roof vent also) including tax is $1097.60. Total labor from the estimate is $520.00. This brings the actual cost to repair what was damaged $1617.60. The claim was paid in the amount of $595.72. This is $1021.88 less than what it will take to repair the vehicle to pre-loss condition.
Regards,
[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.

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]

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,
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My complaint has not been resolved by any measure in the past 3 business days alone I have received over 20 letters for non-payment. Absolutely unacceptable.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  USAA HAS NOT ANSWERED ANY OF MY COMPLAINTS.   USAA HAS FURTHER DELAYED PROCESS WITH  "WE DON'T HAVE THE PROPER PAPERWORK, INFO ETC.  ETC"...
Regards,
[redacted]

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]

November 27, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your second submission regarding your September 16, 2015, automobile claim.We replied to your complaint on November 16, 2015, and advised that we would respond to your State of California Department of Insurance (DOI) inquiry regarding this matter.  Our records reflect that our response was provided to the State of California DOI on November 24, 2015.Thank you for the opportunity to reply.Sincerely,[redacted]

November 26, 2014
[redacted] Complaint ID #:[redacted]
Dear [redacted]:
I am responding to your submission regarding your checking account.
Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB). We will respond to the CFPB.
Thank you...

for the opportunity to reply.
Sincerely,
[redacted]