USAA

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]

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]

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]

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]

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]

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]

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]

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: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]

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]

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 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]

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]

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]

July 18, 2016
 
Mr. Jonathan [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submissions regarding your tax refund.
 
We responded to your complaint on June 22, 2016.  Our records confirm that we also responded to the Consumer Financial Protection Bureau on June 29, 2016, and the Office of the Comptroller of the Currency on June 30, 2016.  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; however, we consider this matter closed.
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:  because you are lying.  One of your representative called me the same day and fixed the situation. As I had control over my account and my money not my 21 year old child. Your original representatives were Completely Wrong in their information and the way that they handled things. Just because you strongly disagree does not mean it did not happen. I am going to keep the information out there because I am sure I am not the only one persons who lost control over there own account. You know better and should do better. PERIOD
Regards,
[redacted]

January 25, 2016 Technical Sergeant [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your automobile claim. I understand that Amy Hanson, of our staff, advised you that after further review, we determined the additional damage to your...

vehicle was related to the loss and that we issued a payment to you on January 13, 2016. If you have any other questions, [redacted] remains available to assist you at (210) 531-USAA (8722) or (800) 531-8722, Extension 61607. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:My vehicle did incur depreciation as the accident is now reported on the VIN. Furthermore, I do not have any emails to phone calls indicating Ricci was unable to reach me. The amount I am requesting is minimal and is based on findings of depreciation from several sources. I am not willing to settle the claim until my depreciation is included even if it is not the full value.Regards,
[redacted]

June 22, 2016
 
Mrs. [redacted]
Complaint ID #: [redacted]
 
Dear Mrs. [redacted]:
 
I am responding to your submission regarding your insurance policies and valuable personal property claim.
 
Thank you for speaking with [redacted], of our staff, who completed a...

thorough review of your policy history.  In March 2015, you were contacted and advised your company of eligibility needed to be updated due to your change in employment.  You were offered the option of moving your policies to your spouse’s account to keep more favorable rates, an option you stated you utilize upon renewal.  In September 2015, we sent a notice of cancellation for nonpayment of premium advising that the policy would be canceled on September 21, 2015, if the required payment amount was not received.  When no payment was received by the cancellation date, the policies were canceled; however, payment was received November 17, 2015, for the uncollected charges still due.  On November 19, 2015, auto and renters policies were issued under your husband’s account but no quote or request was made for a valuable personal property policy. 
 
[redacted], of our underwriting staff, confirmed there was no active valuable personal property policy on the date of loss of May 28, 2016.  Paperwork is sent out when a policy is issued and our members share the responsibility of reviewing their paperwork and policy packets to be aware of status or changes and to call if they have any questions.  While we recognize that you disagree, we feel confident that this situation was handled appropriately. If you have additional questions, Ms. [redacted] and Mr. [redacted] remain available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

To Whom It May Concern: I just wanted to inform you that after I filed my complaint (#[redacted]), I was contacted by USAA and my claim has been processed and resolved to my satisfaction.   Thank you for all your help in resolving this matter in a timely fashion.  Sincerely, [redacted]...

[redacted]