USAA

February 5, 2016 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted] I am responding to your submission regarding your automobile claim. Our employees are expected to respond promptly to claims correspondence, and I regret if this was not your experience. Thank you for speaking with...

[redacted], of our staff, about your concerns. As Mr. [redacted] advised, a second check was processed and issued to you on February 4, 2016, which represents the difference between our initial offer and the check you already received. Should you have any further questions, Mr. [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted] Tell us why here...

November 16, 2015Mr. Timothy J. [redacted]Complaint ID #: 10937847Dear Mr. [redacted]:I am responding to your submission regarding your September 16, 2015, automobile claim.Our records confirm that you filed an inquiry with the State of California Department of Insurance (DOI).  We will respond to...

the State of California DOI accordingly.Thank you for the opportunity to reply.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]

August 29, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding the handling of your insurance billing.
Thank you for speaking with [redacted], of our staff, regarding the (nonpayment cancellation) NPC of your auto insurance policy. As she explained, the $1,062.73 payment was already in process and could not be cancelled. Additionally, the USAA Federal Savings Bank confirmed the funds were not available for either payment; hence, the NPC is valid and our decision stands.
We appreciate you allowing us another opportunity to reply to you.
Sincerely,
[redacted]

February 26, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your March 28, 2013, automobile claim. Our employees are expected to be responsive and to handle claims in a timely manner, and I am sorry to hear that this was not your...

experience. Coaching has been provided to those involved to prevent a similar situation in the future. Thank you for speaking with [redacted], of our staff, who thoroughly reviewed the claim and explained that the medical bills are being reconsidered. We are unable to provide a timeline for the review; however, once it is complete, [redacted] will reach out to you. Should you have any further questions, [redacted] remains available, and she can be reached at [redacted] or ###-###-####, Extension[redacted]. We appreciate you and your husband’s service to our country and the opportunity to further research the matter and 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]

Good Afternoon,   Can you please close this complaint? The process was sped up and we were able to close on the 5th of June in the afternoon. We have spoken to USAA and explained that we shouldn't have any additional costs past the lost time and effort that has already been lost. Seeing...

how there is no monetary fund that needs reimbursement, we consider this case closed now that we have closed on our house.   I tried to close this request but was unable to do so with the complaint still pending at USAA.   Thank you, [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]

January 16, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission about your October 8, 2014, automobile claim, and I regret the inconvenience you experienced as we strive to provide quality service and fair claims handling to our entire...

membership. Thank you for discussing this matter with [redacted], of our Claims staff, who explained our position regarding the total loss of your vehicle.  However, [redacted] called you today because she has further information to provide to you, and she left you a message with her telephone number.  Please call [redacted] at your earliest convenience.  In addition, the vehicle was removed from your automobile insurance policy effective October 9, 2014, the day after the claim. We appreciate the opportunity to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:A proper investigation of the accident was not conducted.  The accident occurred on 10/28/16 and USAA took a statement from their driver, Mr. [redacted], on 11/01/2016.  They refused to take a statement from us until 2/3/17.  At this time, they took another statement from their driver, in which he changed his story.  Fortunately, our insurance company, [redacted], took the other parties statement back in November.  I will not be satisfied until USAA conducts a proper investigation of the contradictory statements taken from their driver.  I have always maintained that I was in the middle lane, when I was hit from behind from Mr. [redacted].  Mr. [redacted] initially conferred that I was in the middle lane, but that I could not take a left turn from the middle lane.  I submitted pictures of the intersection showing that a left turn is legal from the left and middle lanes.  Once Mr. [redacted] realized that his story would not hold up, he changed his story and said that I was in the far right lane so that he would not be assigned liability.  
Regards,
[redacted]

January 21, 2015 Sergeant First Class [redacted] Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding rental reimbursement coverage for your December 29, 2014, automobile claim. Thank you for speaking with [redacted], of our Underwriting staff, about...

your concerns. 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. We have thoroughly reviewed this matter, and at the time of the December 29, 2014, accident, your automobile policy did not carry rental reimbursement coverage. Therefore, we respectfully decline your request to compensate for loss of use of your vehicle as a result of this claim. Sergeant [redacted], we regret the frustration this situation has caused you. We appreciate the opportunity to review this matter and respond to you. Sincerely, [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]

October 25, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your USAA Savings Bank credit card account.  I regret any inconvenience this has caused you. Thank you for speaking with [redacted],...

of our staff, who removed you as a secondary accountholder and authorized user on the credit card, so that the account will not appear on your credit report.  I understand that he also submitted a request to have your credit report updated.  If you have any additional questions, Mr. [redacted] remains available to assist you.  We appreciate the opportunity to reply to you.   Sincerely, [redacted]             Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Complaint: [redacted]
I am rejecting this response because: We have yet to receive a satisfactory offer from this fraudulent company.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I was told by Mr. [redacted], he would be send myself and the Revdex.com all the documentation that was used to arrive at the decision to not pay our claim.  I have not received that documentation.  Please forwarded it at your earliest convenience. 
Regards,
[redacted]

March 30 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding our authentication process.
Thank you for speaking with [redacted], of our staff, who confirmed the appropriate documents were received to update our files...

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

September 1, 2015 [redacted], [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your credit card account ending in [redacted]. I apologize for the frustration and inconvenience you experienced with the replacement request of your credit cards. When...

we discover that matters have not been handled to a member’s satisfaction, we appreciate the opportunity to review our processes and to resolve the situation, as you allowed us to do. Please know that coaching has been provided to those involved to ensure other members do not have a similar experience. Thank you for taking the time to speak with [redacted], of our staff, who confirmed you received your new credit cards. Ms. [redacted] remains available to assist you should you have any additional questions. 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.

Complaint: [redacted]
I am rejecting this response because:  There is no response regarding my request for USAA to change their procedure to require definite confirmation from the person listed as co-signer that they agree to co-sign.  No response should not be taken as consent.  I respectfully asked USAA ([redacted]) to consider changing their procedure to require a definite "Yes, I consent" response via email, text, or phone call before distributing funds to the person requesting the loan.  USAA cites their core values in their response, but their core values of "Service, Loyalty, Honesty, and Integrity" but I don't see any of those core values reflected in this reprehensible process.  It is definitely not service or loyalty to me to stick me with a loan that I would not have agreed to.  It is definitely not fair to require that I would be forced to accuse my son of identity theft when it was a simple misunderstanding on his part.  Yet he is stuck with a loan that he can't pay for and I have to cover it placing yet another unwanted financial burden on me and my family.  That is some service and loyalty.  I get it that my name won't come off of the loan, but I feel strongly that the process should change to require explicit approval from the cosigner before funds are issued in the future.  USAA needs to explain to me why that process can't be changed and why they would choose to stick other USAA members with loans they don't agree to.  I am seriously now right at the point of withdrawing all of my business from USAA because the company is not living up to it's core values.  This is totally unacceptable and reflects poorly upon the men and women who have served and think they are getting good service from USAA, when this type of process is in place and will create financial hardship for future members who experience this same thing that I am now complaining about.  Change the process, or explain to me in clear terms why the process can't be changed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:For the record, Ms. [redacted] was not allowed to go further after she already stated it was denied but that is neither here nor there and of no concern to me. In regard to the depreciation of this vehicle, 297.45 (the amount of depreciation that you calculated) is shortly less than 1% of the vehicle value at the time of impact.  While I understand that the dealership may have been off at some level with their numbers, it is obnoxious at best to think that being rear ended by your insured resulted in 1% damage to the value of this vehicle.I am requesting the following:1. The formula that you used to calculate this diminished value.  I would like details of this formula, as designed by USAA.2. This be re-examined and looked at further, offering a more realistic result.3. All communications with me take place via email or through the Revdex.com.It would seem to any reasonable person that you would look at fair market value at the time of this accident, being hit by your insured and then subtract the new fair market value.  It is obnoxious as previously mentioned to think that the difference is 297.45 on this vehicle, unless of course you are saying that the van was worth less than 10k at that time, per Kelly blue book.  In fact, it was worth much more at this time.  Again, this is USAA delaying the process and you are coming up with a number out of the sky.
Regards,
[redacted]

March 15, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission requesting disbursement of funds in relation to the repairs being completed on your home.
I hope that your conversation with [redacted], of our staff, reassured you...

that your satisfaction is important to us.  As Mr. [redacted] advised, he spoke with Dovenmuehle Mortgage Inc., the sub servicer of your mortgage loan, about your concerns, and he will reach out to you once he has additional information regarding the final disbursement of funds. If you have additional questions in the meantime, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]