USAA

Complaint: [redacted]
I am rejecting this response because: they asked if they were taking my car apart the same night the collision center said yes I picked the rental car up and it was a total mess ever since.  they told me that I was to drive my car with no bumper until my part came in I did not want to get a ticket for driving an unsafe vehicle.  even enterprise car rental said they never heard of such nonsense.  they said I would only be paid for 4 days.  they didn't approve the ordering of the bumper until aug 5 so my car has been sitting taken apart for 7 days and still waiting to get approval the 5th was a Friday.  it would have been cheaper for me to have paid for the bumper straight out of pocket and the rental car.  the car rental place would have given me the cheaper weekly rate istead of the daily rate.  I have read all over the internet I am not the first person that USAA has treated this badly.
Regards,
[redacted]

February 18, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your January 2016 automobile claim. We strive to provide fair claims handling, and we regret the frustration you experienced. Thank you for speaking with [redacted], of our...

staff, about your concerns. As she explained, we analyze each loss on its own merits, and we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy. We have issued payment for the storage fees and scheduled payment for your rental expenses, and we are awaiting your signed release to issue the payment for your vehicle. These payments represent the policy limits. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

March 9, 2017
Staff Sergeant [redacted], USAF
Complaint ID #: [redacted]
Dear Sergeant [redacted]
I am responding to your submission regarding your automobile insurance claim. I regret any frustration you experienced as we strive to provide quality service to our entire membership. ...


Thank you for speaking with [redacted], of our staff, regarding this matter. As she confirmed, the issue was under further investigation. Upon completion of our review, you will be advised of our findings. Should you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to reply.
Sincerely,
[redacted]

June 26, 2015 [redacted] Dear [redacted]: I am responding to your submission regarding your automobile claim. We strive to provide quality service and fair claims handling, and I regret the frustration you experienced during...

the claim investigation.  Thank you for speaking with [redacted], of our Claims staff, who addressed your concerns and explained that your reimbursement request for out of pocket rental car expenses would be reviewed.   I am pleased to know that we have agreed to pay for 10 additional days of rental coverage.  Ms. [redacted] will continue to monitor your claim to its conclusion, and she may be reached at [redacted], if you have any questions. Thank you for allowing us to reply to you.   Sincerely, [redacted]

February 26, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your USAA Federal Savings Bank (FSB) checking account.
The FSB handles all deposits in accordance with the FSB’s Depository Agreement and Disclosures (DAD), which...

is provided when an account is opened and is available on usaa.com.  The DAD indicates, “If FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may “[redacted]” (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities.”  We thoroughly reviewed your account and determined that you remain liable for the account activity and negative account balance.  Please know that your situation does not fall within the protections of the Federal Deposit Insurance Corporation.
The FSB follows all applicable federal regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity.  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 engaged in fraudulent activity and caused USAA to suffer a financial loss. 
[redacted], of our staff, was unable to reach you to discuss the matter; however, she remains available to assist you if you have additional questions.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
I am responding to your submission regarding your automobile policy renewal.  I regret any frustration you may have experienced.
Thank you for corresponding with [redacted], of our...

staff, about your concerns.  I understand that a letter was mailed to you dated April 28, 2016, in which we indicated the factors that affected your premium and advised that the information we received from LexisNexis did not negatively impact your renewal premium.  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:I am rejecting this response because: we still haven't received a letter.  Talking directly to an adjustors has done nothing up to this point - I don't see how that's going to change. I have been looking for an attorney in this matter.  
Regards,
[redacted]

May 22, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your joint checking account with the USAA Federal Savings Bank (FSB). Our employees are expected to be professional and courteous at all times, and I regret if this was not your...

experience. Thank you for speaking with [redacted], of our staff, who discussed the outcome of the investigation and that we determined you were responsible for the negative account balance. However, due to an error, you received credit for the transactions in question. As Ms. [redacted] explained, the credits will remain permanently on your account as a courtesy, and coaching was provided to those involved. For future reference, the fraud department is available 24 hours a day, seven days a week to assist with lost or stolen debit cards. Please note that the FSB acts in accordance with all regulatory requirements and in line with our core values of service, loyalty, honesty, and integrity. Should you have any further questions, Ms. [redacted] remains available and can be reached at (210) [redacted]) or (800) [redacted], Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [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]

Complaint: [redacted]
I am rejecting this response because: I was told buy USAA the claim was rejected and closed as of 10/31/2014. Why couldn't you USAA post the same message on the Revdex.com website. I do have the voicemail saved and can send to Revdex.com or TDIC. Please don't respond to Revdex.com saying you will take care of this with TDIC. All of these forums are here to protect consumers. So you will respond to both. Where is my letter stating the claim was rejected by your special investigation unit? Also why didn't USAA post the denial letter to the communication post? This tool was designed by USAA but yet you don't use it. USAA is turning out to be more crooked than I ever could have believed. Revdex.com please let me know how I can attach a voice recording. I just want to be able to document how USAA does business. Revdex.com I will forward this email to TDIC so we all are on the same page. 
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 almost satisfactory to me.
This has been a very lengthy process and frustrating but hoping for a positive outcome. Claim adjusters are hard to track down and days before response to voicemails but their generally attentive when they do return phone calls.
Regards,
[redacted]

August 15, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding the handling of your insurance billing.  We regret the frustration this situation caused you as we strive to provide quality service to our entire...

membership.   Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns.  Nonetheless, she completed a thorough review of your account and confirmed the nonpayment cancellation to be accurate.  As of August 14, 2017, the account reflects a balance of $572.73.    If you wish to discuss the matter or have additional questions, Ms. [redacted] remains available to assist you and can be reached at ([redacted]) [redacted], or ([redacted]) [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

July 3, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your automobile claim.
Thank you for speaking with [redacted], of our staff, who addressed your concerns. Should you have any additional questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I received a voicemail from [redacted] and called her back the next day and left her a voicemail. She has failed to return my voicemail.  I would appreciate if she would return a call to my cell phone. So far I am highly disappointed with USAA. It is unprofessional to make one attempt to call someone, leave a voicemail, then refuse to return their call when they do call back and leave a voicemail.
Regards,
[redacted]

September 23, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank (FSB). Providing best-in-class service to our military community is a top priority for USAA, and I regret any...

frustration or inconvenience you have experienced. I understand that you spoke with [redacted] and [redacted], of our staff, about your concerns. Since the loan was charged off prior to receipt of the payoff, Mr. [redacted] confirmed that we are accurately reporting the loan as charged off with a zero balance. He also verified that your account access has been restored. Should you have any further questions, Mr. [redacted] can be reached at [redacted] With regard to your request to close your accounts, Ms. [redacted] completed the closure of your deposit accounts, and the remaining balances were returned to you by mail. Danny Ramos, of our staff, confirmed that your automobile policy was canceled effective July 13, 2015, and he remains available to discuss your homeowners policy. Ms. [redacted] and Mr. [redacted] can be reached at the phone number referenced above[redacted], respectively. Thank you for allowing us to reply to you. Sincerely, [redacted]

July 5, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your insurance premium and auto loan. I regret any frustration this situation caused you.
Thank you for corresponding with [redacted], of our staff, who confirmed that...

the loan payoff was satisfied and sent a request to release the title to the vehicle.
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your insurance concerns. However, he was able to complete a thorough review of your account and left a detailed message. He determined that a change in your insurance score primarily led to the increase in your premium.
If you have additional questions, Mr. [redacted] and Mr. [redacted] remain 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]

December 31, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. Malone: I am responding to your submission regarding deposit holds. Our employees are expected to be courteous and informative, and I regret any frustration or inconvenience this matter has caused you. Funds deposited by...

remote deposit services, including USAA Deposit@Mobile® and USAA Easy Deposit®, may be subject to a hold. We reviewed your account and confirmed that holds were placed appropriately in accordance with the USAA Federal Savings Bank’s (FSB) Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com. The DAD states, “FSB will hold the funds for up to seven business days from the date of deposit. In some instances, funds may be available sooner than seven business days based on such factors as credit worthiness, the length and extent of your relationship with FSB and its affiliates, transaction and experience history, and such other factors as FSB, in its sole discretion, deems relevant.” I understand that Albert Garcia, of our FSB staff, spoke with you about this matter. If you have any questions, Mr. [redacted] Thank you for your service to our country and for the opportunity to reply. Sincerely,
[redacted]

November 10, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted] I am responding to your submission regarding your credit card with the USAA Savings Bank and I regret any frustration this matter may have caused. Thank you for speaking with [redacted], of our staff,...

who discussed your concerns.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  Ms. [redacted] has requested to have the negative reporting removed.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

[redacted]
[redacted]
[redacted]
[redacted] I am responding to your submission regarding the auto claim on your Honda Odyssey. I regret any frustration you experienced as we strive to provide quality service to our entire membership. We have addressed this...

matter with those involved to prevent a future occurrence. I understand you spoke with [redacted], of our staff, who offered to look into your concerns. In agreeing to re-inspect your vehicle, he informed you that any decision on the vehicle’s reparability would be made upon review of the findings. When you have chosen a shop for the inspection, please contact Mr. [redacted] to make arrangements to provide us the opportunity to re-inspect your vehicle. We appreciate you allowing us to reply to you. Sincerely, [redacted]