USAA

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]

August 28, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the combined billing of your automobile, renters, and valuable personal property insurance policies. Thank you for speaking with [redacted], of our staff, who...

reviewed the policies and confirmed that your current monthly billing statement is accurate.  I understand that Mr. [redacted] provided you with his direct contact information, and you agreed to follow up with him on September 1, 2017, to discuss your next payment. Mr. [redacted] remains available to assist you should you have any additional questions regarding this matter. We appreciate you allowing us to reply 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.
However, I would like to note that this behavior seems to be a pattern with this USAA (per my online research) and I feel USAA is threatening and extortive in its methods and practice.
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]

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]

[redacted]
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[redacted]
I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank.
Thank you for speaking with [redacted], of our staff, who accommodated your request...

for a corrected affidavit and sent you an email detailing the transactions that posted to your credit card 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 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.

December 5, 2014
[redacted] Complaint ID #: [redacted] 
Dear [redacted]:
I am responding to your submission regarding your request to open a checking account with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted], of our staff, regarding...

your concerns. As she explained, your eligibility for FSB products was evaluated in accordance with the FSB’s current policy and as stated in our advertisements. Please know that the FSB acts in accordance with our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your allegation regarding our advertising.
We appreciate your service to our country, and the opportunity to respond to you.
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]

Complaint: [redacted]
I am rejecting this response because: the business made no real effort in resolving the issue, they simply stated they were within their rights with everything they were doing , I have proven already why the deductible was reduced - the investigation should have been halted at that moment. I pay for full coverage and it obviously is not worth it, I will accept a resolution to he complaint when one is actually made.    I'll be calling the Revdex.com to let them know how the situation has changed since an investigator came into my home and made me feel like a criminal.  No effort has been made to contact the witnesses I provided as well.  This is a witch hunt at this point and for nobody in your company to realize you are mistreating a customer is ridiculous.  Within your rights , yes- is what your doing acceptable? No. 
Regards,
[redacted]

December 14, 2016Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding the handling of your auto insurance claim.  Thank you for speaking with [redacted], of our staff, about your concerns.  Mr. Ware will continue to monitor your claim for...

diminished value, and he will review any additional information submitted for consideration.  We appreciate you allowing us to reply to you.  Sincerely,[redacted]

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...

August 14, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your fourth submission regarding your auto claim.
Our records show that your claim has been settled and on August 13, 2017, a payment was sent to you via check. I hope your conversation with [redacted], of our staff, reassured you that your satisfaction is important to us. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 13, 2014
[redacted] Complaint ID #: [redacted] 
Dear [redacted]:
I am responding to your submission regarding your January 29, 2013, automobile claim.
Our records indicate that in July 2013, we attempted to speak with you about your medical bills, but we were...

unsuccessful in reaching you. No medical bills have been submitted to us for review, and we did not receive a provider list or a medical authorization form, which would allow us to request bills and medical records on your behalf. While your insurance provider may have made payments for your medical expenses, USAA has not paid toward these expenses. We will evaluate any documentation you provide us for settlement, and [redacted], of our staff, remains available to discuss this matter with you. You may reach [redacted] at ([redacted] or [redacted], Extension [redacted] 
Thank you for allowing us to respond.
Sincerely,
[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 used
aggressive tactics to try to get me to agree to a reduced Fair Rental Value
(FRV) amount under duress. I had been in contact with the Advocacy and
Resolution Team (ART) at USAA and thought we had come to a compromise of 3
months, 7 weeks worth of FRV.  The 3
months was for the delay caused by USAA sending an adjustor out to the
property, while the 7 weeks were what USAA had offer previously for the repair
time.  The ART did inform me that the
Claims Department Director had final decision authority.  The USAA Claims Director believes that the
delay in the claim is equally shared between them and I--50/50.  Therefore, I should not be entitled to the
full FRV; even though my policy indicates that I am to receive the full
payment.  The reasoning of USAA's diminished
responsibility is flawed. USAA stated that letters were sent, meeting their
responsibility. The letters stated they couldn't proceed with the claim until
they had itemized invoices, photos of damage and a detailed report from a
plumber. USAA had photos of the damage from almost the beginning. The inclusion
of the photo requirements showed a lack of awareness or communication on the
claim. USAA should have commissioned an adjuster when they saw the extent of
the damage via photos; but they chose not to till months later. Also, contrary
to USAA's policy and my rights as an insurance holder prompt resolution and
payment of my claim never happened. Contractors typically demand 50% upfront
and remainder at conclusion. If I waited until USAA provided payment, my
property would still be vacant and in need of repair nearly two years later.
 
The Claims Director and staff has continuously used
aggressive tactics to get me to agree to substandard compensation.  When their "final" offer of 4
months of FRV was presented to me, I was told that I had until the end of the
day (roughly two hours) to take it or leave it. I cannot accept this offer under duress and I
believe their aggressive tactics to have me agree to a substandard offer is
unfair. I believe that the use of my financial situation (not receiving any
payments for a claim open nearly 2 years) is an aggressive tactic to have me
agree to the deal under duress, due to short window of the offer being available.
The Claims Department was hoping that
the severe financial hardship that USAA has placed me under by not paying out
any part of my claim (upwards of $30,000 to make repairs that came out of my
savings) was going to make me agree to their deal.  The potentially illegal, definitely immoral
actions of USAA applying financial duress to me, willfully and aggressively was
in order to not meet their responsibilities as my insurance holder.  I was also informed that the Claims Director would speak with me directly.  The Director did call and leave a voice message for me, which I returned promptly the next morning.  I tried calling again the next day (leaving a message), as I hadn't heard from him.  After that, I left a electronic message for him and still have not received any contact from him.  This is standard procedure for USAA.  I would request information from my Claims Agent via voice message or electronic message and not receive any reply for weeks; even after leaving numerous messages.  I have requested numerous times to have a new Claims Agent assigned to my case due to the repeated lack of communication on USAA's side and that has fallen on deaf ears.  They are being informed there is an issue on their part and they are choosing to not take corrective action is indicative of how this business has operated.
 
My insurance policy states that FRV payment will be for
the shortest time required to make the repair. 
My rental property became vacant in May 2015 and I did not report the
loss until June 2015, when I discovered the issue.  My property was not repaired until roughly
the beginning of January 2016, roughly 6-1/2 months from reported loss (7-1/2
months of vacancy).  I requested 6 months
of FRV and was denied, being offered only roughly 2 or 3 weeks as they deemed
that was the shortest time to make the repair. 
USAA did not send an adjustor to provide a report until the end of
October 2015, a 4 month timegap that is something that should be shouldered
entirely from USAA.  They had photos of
the damage as well as a detailed description of the loss (provided by me) and
chose not to do anything until after invoices were sent in for payment.  I believe USAA should provide me FRV for the
entire reported loss vacancy period and they are trying to exploit the
financial hardship they placed me under to achieve their goal of minimal
payments.
 
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]

Complaint: [redacted]
I am rejecting this response because:My claim is covered under my policy. 
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]

Complaint: [redacted]
I am rejecting this response because:
I have had this vehicle for 3 months before it was totaled. They are trying to cut me $4000 saying they could got a value from Hendricks motors in Hoover. I called them and they said they had no used rhd Wranglers but I could buy a new one for $36374.60 total. I even sent USAA a copy of the buyers order that Hendricks emailed me. USAA is trying to give me $32300 total. I looked it up on kbb.com and the retail value of a rhd wrangler is $32700. When you add taxes, title, doc fees you are up to what I was asking for. I am not being unfair. I just want what is due to me. I have spoken with USAA but most of the time I initiated the call. Again it seems like they do not care whether they settle is or not. I would NEVER recommend USAA to anybody. This claim has been a nightmare!
Regards,
[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.