USAA

February 17, 2016 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted] I am responding to your submission regarding your automobile claim of October 26, 2015. Our records confirm that you filed an inquiry with the State of California Department of Insurance. We responded to their office...

on February 11, 2016, and addressed the concerns in your correspondence. Thank you for the opportunity to reply. Sincerely,
[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]

January 23, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the premium on the automobile insurance policy with USAA. Thank you for speaking with [redacted], of our staff, who thoroughly reviewed the automobile insurance quotes you...

received and was unable to validate that a semi-annual quote of $665.26 had been offered. We regret any inconvenience or frustration this matter may have caused you. As you requested, the automobile policy you established on December 30, 2014, has been canceled. We appreciate the opportunity to review your concerns and to respond to you. 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]

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]

July 28, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your insurance payments.
Thank you for speaking with [redacted] of our staff, who addressed your concerns and explained your billing cycle. If you...

have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

March 16, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding the billing of your cancelled Homeowner’s insurance policy.
A thorough review of your account determined that the remaining balance on your bill is from your auto...

policy. Unfortunately, [redacted], of our staff, was unable to reach you and would like the opportunity to discuss this matter with you at ([redacted]-USAA ([redacted]), Extension [redacted].
We appreciate you allowing us to reply to you.
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 when attempting to settle your claim.  Thank you for speaking with [redacted], of our Claims staff, who addressed your concerns and explained that we will reimburse you for your out of pocket rental car expenses.  I am pleased to know that the payment has been issued to you.  Should you have any additional questions, Ms. [redacted] remains available, and she may be reached at [redacted] Thank you for allowing us to reply to you.   Sincerely, [redacted]

September 26, 2016 Sergeant [redacted], USA (Ret.)Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding the payment on your USAA Savings Bank (USB) credit card and the billing questions on your USAA homeowners insurance...

policy.  I regret any frustration this caused. [redacted], of our USB staff, was unsuccessful in her attempts to contact you.  She reviewed your account thoroughly and confirmed that your automatic payment plan (APP) is set up correctly and next month will not attempt to withdraw more than $200.00 as scheduled.  At the time of the APP modification, proper disclosures displayed online stating that the modification would take place on the next billing cycle.  Unfortunately, without speaking to you, she was unable to verify if any NSF fees were assessed on your external account.   Thank you for speaking with [redacted], of our staff, regarding the billing on your homeowners insurance policy.  I understand that he clarified that the revised premium is the amount that was billed, and confirmed that payment had been received.   We appreciate you allowing us to reply to you.  Should you have any additional questions, both Ms. [redacted] and Mr. [redacted] remain available to assist 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:  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]

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]

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]

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 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]

Complaint: [redacted]
I am rejecting this response because: USAA is denying my claim because I haven't provided receipts and they are accusing me of fraud.  I have told USAA several times that because they did not cover the entire amount of the loss my ex boyfriend covered the difference.  I gave them his info and they still refuse to honor my current claim.  How can I provide something I don't have. He kept the receipts. All I know is what he told me is that he went and replaced my necklace. For all I know he got the necklace from a different store or from the pawnshop.  If he did do that where is the rule that by doing this I'm committing fraud? How can they penalize me for not having the receipt  when he never gave it to me.  Because he was my boyfriend I trusted him and didn't question his actions. The handling is malicious and unfair to me. I forgot to add that because I don't have receipts for the previous claim the are asking me to pay back $1750.  I shouldn't have to do that.  I want my current claims paid and I want the matter of the 1750 dismissed.  I was in a car accident in June that has not been settled.  That makes three claims that need to be closed or settled. 
Regards,
[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]

Complaint: [redacted]
I am rejecting this response because:talked to [redacted] @ Opportunity and he disagreed with the findings as he had not given anyone an invoice that proved they were at fault. I hope that the [redacted] will repair the rear bumper, totally no charge to me. Thanks to the Revdex.com for doing their part. I am unimpressed with USAA insurance the way they handled the situation, but that's my opinion. 
Regards,
[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]

Complaint: [redacted]
I am rejecting this response because: The issue is that there was never any request for my wife [redacted] to "call back"; much the same as she had done twice earlier in the year. She needed only one day to get the truck inspected. This is a STATE requirement! By state law the truck MUST be inspected! USAA agreed that after 24 hours it would go back into storage coverage. As usual, USAA called me and talked in circles. Useless. Again, this is not the kind of treatment I expect for my family while I am deployed to Iraq, and in particular by a company that claims to support the military. 
Regards,
[redacted]