USAA

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.
I reference to my complaint against USAA Complaint ID: [redacted], I was contacted by [redacted], an advocate for USAA's...

resolution center, after the Revdex.com sent in my issue. She informed me that my claim was being reviewed by their legal dept. and a couple days later she called me back stating that USAA issued me a check for the amount I agreed to in the beginning. I'm not sure why I had to go through all this and if anyone else has these issues with this company but I am very grateful to the Revdex.com for taking my complaint seriously. I was lied to by everyone I spoke to at this company and was told by the adjuster that I wouldn't get another dime! So, thank you very much for resolving this issue for me.                                                                     Sincerely,                                                                              [redacted]

July 22, 2016
 
Sergeant [redacted], USA (Ret.)
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your submission regarding your automobile claim. I regret any frustration you may have experienced as a result of this matter.
 
Thank you for...

speaking with [redacted], of our staff, regarding your concerns.  I understand that you spoke with the field appraiser who reviewed the timeline of the repairs, and you understand why an extension on the rental vehicle could not be provided.  If you have additional questions, Mr. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

January 31, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your December 13, 2016, automobile claim. I regret the inconvenience this matter may have caused you.   [redacted], of our staff, was unsuccessful in...

her attempts to reach you to discuss the matter further; nonetheless, she conducted a thorough review of your claim and concerns. She determined that the appraiser noted in the claim file that the diagnostic testing you requested would not be covered unless the engine damage was deemed related to the automobile accident.   If you have any additional questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to respond.   Sincerely,   [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]

Complaint: [redacted]
I am rejecting this response because: this resolution is not  satisfactory to me however I am done with the issue.
Regards,
[redacted]

February 24, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]
I am responding to your second submission regarding auto insurance coverage for your 1996 Honda Civic.
We responded to your complaint on February 21, 2017. 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:Will USAA provide a document every month in a different FORMAT than what the customer sees every month? No statements are provided via mail or via email linking a pdf form. The online system FORMAT should not confuse the customer by having a balance that does not correspond with the transaction. The balance on the line of the interest should reflect that it was not subtracted from the principal. Showing duplicate balances when there are 2 different transactions is confusing. Moreover, I am attaching a list of the inconsistent interest charged for 12 months. The first 6 months is extremely inconsistent. I need explanations for the documents I am uploading.
Regards,
[redacted]

July 12, 2017
Petty Officer, First Class [redacted] USN
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your submission regarding your April 12, 2017, automobile claim. I am sorry to hear about the frustration you experienced as we strive to provide quality...

service to our entire membership.
In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy. As you are aware, the vehicle has been inspected on multiple occasions. However, a final determination has not been completed due to the inconsistency of the damages reported. Consequently, the investigator has requested the claim file for a prior accident with the insured vehicle, which reported similar damages. Our records indicate the investigator has discussed the ongoing investigation with you and kept you abreast of what is pending to finalize the claim.
Upon a final review of the information we have requested, we will render a decision accordingly. In the meantime, should there be additional questions, [redacted], of our staff, remains available to assist you. Mr. [redacted] can be reached at ([redacted]) [redacted] ([redacted]) or ([redacted]) [redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

June 12, 2015 [redacted]
[redacted] Dear Mr. Taylor-Huntley:  I am responding to your submission regarding your automobile accident involving a USAA-insured driver on June 2, 2015.  We strive to provide quality service and efficient claims...

handling, and I regret any frustration you may have experienced. Please know that we analyze each loss on its own merits and make decisions in accordance with the terms, conditions, and limitations of the policy.  [redacted], of our staff, was unsuccessful in speaking with you to discuss your concerns; however, I understand you have since spoken with two adjusters who have advised you of the current status of the claim and the information needed to complete our investigation.  We appreciate your patience as we work diligently to resolve this matter with you.   Thank you for allowing us to reply.   Sincerely, [redacted]

September 18, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]
I am responding to your second submission regarding your July 4, 2017, automobile claim.
As we previously explained, at the time of evaluation of your bodily injury claim, we did not have all the supporting information to substantiate your claim. At this time, we are currently determining if there is additional applicable coverage for your claim.
If you have additional questions, Ms. [redacted] or your adjuster remains available to assist you.
We appreciate you allowing us to reply.
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, although the original claims insurance worker just plain seems rude to me and did contact by replying or calling back only a few times. I understand he may be busy but his responses were very very slow and still seems rude eventhough believed he was completely in the right and didn't know actually the final rental car outcome since another employee from USAA that has no connection to [redacted] found me to not have any control in the situation and furthermore was very polite and called and left messages which I did return and call her back finally resolving the matter.There still was another problem still unresolved through USAA regarding a bank error after USAA only submitted a check ONE time. The bank did write a letter admitting the error a long long time ago and although did speak to another supervisor at USAA and said upon receipt of a bank error letter they would be happy to issue a late fee reimbursement. USAA received the letter according to the signed for letter and still never really did adjust the error, sent a letter, or anything! Also due to the error that caused my payments to go from a monthly due basis to a pay in full plan. Believe that, too, is still is in effect. USAA has numerous times tried a number of times to ask to just automatically deduct money from my checking account and one time they did it a long time ago twice and found out someone else got a hold of the USAA's "secure" system and took out money without authorization. A full bank investigation took place a while back and found a strange and unauthorized transaction did take place and got my money back after which caused all kinds of problems so people should be aware that no company's transactions are totally secure even if that is claimed as I learned. Anyways, thanks for taking the time to read this. Thank you, [redacted].     [redacted] [redacted]Non-Injury UnitUSAA Casualty Insurance Company
Regards,
[redacted]

January 11, 2016 [redacted] Complaint ID #: [redacted] I am responding to your second submission regarding your renters insurance policy claim. We responded to your complaint on January 8, 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]

February 10, 2016
[redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding a hold placed on a deposit made into your USAA Federal Savings Bank (FSB) checking account.  We strive to provide quality service, and I regret any...

frustration you experienced.  Our records indicate that the funds were made available to you on January 27, 2016.
Please know that the FSB handles all deposits in accordance with federal guidelines and in keeping with the provisions of the FSB’s Depository Agreement and Disclosures (DAD), which is provided when an account is opened and is available on usaa.com.  In accordance with the DAD, ATM deposits may take five business days to become available, and generally, deposits are not held longer than seven business days. However, the DAD also indicates, “If FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may “freeze” (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.”  As such, your deposit accounts were placed in a credits-only status, and the hold was maintained until January 26, 2016.  For your reference, a notice of the hold was mailed to you which explained that your January 15, 2016, ATM deposit hold applied due to confidential information we received indicating that the check may not be paid. 
Unfortunately, [redacted], of our staff, was unable to reach you by telephone to discuss your concerns and to address your request for the closure of your accounts.  At your convenience, she may be reached at [redacted] or [redacted], Extension [redacted].
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: First, I did not receive any phone call from the insurance department. I received a PROMPT phone call from the bank explaining everything and offering assistance, which the bank was not the area that I had the issue at all. Secondly, I find it HIGHLY ironic that EVERY SINGLE phone call made to and from this business was documented, with the exception of the ONE phone call that caused this whole issue in the first place. I have said over and over again that the agent that I spoke with informed me that he COULD cancel the payment that was scheduled for the 16th, telling me that it had not yet hit. It is not my job to know what is going on behind the scenes at someone else's place of business. It is my job to ask questions and then respond accordingly. I WAS told that he would be able to cancel the payment and that the only payment that was being scheduled was the payment for $350. And that he was scheduling that payment FOR THE EIGHTEENTH and that it would draft on the NINETEETH since the EIGHTEENTH was a Sunday. We went over this NUMEROUS times because I did not want any mishaps to occur. It is ONLY because that payment of over $1,000 tried to come out before the payment that I scheduled with the agent, that the payment was returned. Not only this, but I WAS told, even though my account was negative and I kept insisting that the $350 WOULD be returned due to my account being overdrafted, that I did NOT have to worry and that the representative had "JUST SPOKE WITH THE AND HAD CONFIRMED THAT THE PAYMENT FOR $350 CLEARED. AND THAT I DID NOT HAVE TO WORRY ABOUT MY POLICY CANCELING". Additionally, when I called back in later to make another payment for $350, that agent told me, VERBATIM, that "WITH THIS PAYMENT, MY POLICY WOULD NOT LAPSE." And judging by the dates, it had already done so. If I was told that the $350 payment would not keep my policy from canceling, WHY IN THE WORLD WOULD I PROCEED WITH THE PAYMENT????? And why would I call to have my money refunded to me after the fact???   I have been VERY communicative throughout this whole process and been transparent regarding the fact that my family and I were going through tough times. That hardly strikes me as someone that is not trying to take care of their business. As previously stated, I find it VERY ironic that the one most important phone call to my side of this issue was, "unable to be retrieved ". But, I will be proceeding with a lawyer on this issue and, along with a few others that have experienced similar issues, will be escalating this since I can't get anywhere trying to work with the company. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I spoke with [redacted] from the CEO's office and she informed me that USAA's position will remain unchanged until they receive written rebuttals from the chiropractor and massage therapist that I was seeing.  I informed them that the CEO's office via [redacted] is requesting these documents to reconsider payment.  I was told by both that they submitted an appeal as soon as they found out that payment was being denied.  If USAA checks their records they will see these rebuttals.  The chiropractor and massage therapist have already done their part and they should not have to resubmit them.Also, my insurance policy states that each person insured has $10,000 med pay per incident.  It doesn't state that USAA has the right to cut you off after treatment is given because they believe that you are being over treated.  They use their own medical professionals, so of course they are going to be biased to save the insurance company money, my money that I pay into every month.  These medical professionals based their decisions on research and their own experience with patients.  These medical professionals have never treated me so how can they know what I am feeling and if I am being over treated.  They don't.  I expect USAA to reimburse me the money that I had to pay out of my own pocket to [redacted] and [redacted] because they are obligated to do so. 
Regards,
[redacted]

January 19, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your automobile claim. I regret the frustration you experienced as we strive to provide quality service and efficient claims handling to our entire...

membership.  Our employees are expected to be proficient and informative and to handle claims in a timely manner.  Coaching has been provided to those involved to ensure other members do not have a similar experience. Thank you for speaking with [redacted], of our Claims staff, who confirmed that your vehicle has been towed back to the repair facility, and a rental car has been provided to you.  As [redacted] advised, your invoice for out of pocket expenses will be reviewed for reimbursement once it is submitted. Should you have additional questions, [redacted] remains available to assist you, and he can be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension [redacted].     Thank you for allowing us to reply to you.   Sincerely, [redacted]

July 31, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your May 20, 2015, homeowners claim. We are aware that you are represented by an attorney. The adjuster is working with your attorney to bring this claim to an appropriate...

resolution. Thank you for allowing us to reply to you. Sincerely, [redacted]

September 19, 2016   [redacted] Complaint ID #: [redacted]   Dear Petty Officer [redacted]:   I am responding to your submission regarding your recent automobile claim, your automobile policy, and renter’s policy.  I regret any frustration this matter may have caused. ...

  Thank you for speaking with [redacted], of our staff, who discussed your service experience, and confirmed that the claim dated September 01, 2016, was not coded as an at-fault claim.  The loss was handled as an Uninsured Motorist Property Damage claim.     I understand that you also spoke with [redacted], of our staff, regarding your premium concerns for your automobile and renters policies.  Ms. [redacted] explained the reasons for the premium increases and decreases.  She confirmed that your renter’s policy was canceled and rewritten in 2014, per your request, so that it would renew on the same month as your automobile policy.  If you have additional questions, Ms. [redacted] remains available to assist you, and can be reached at [redacted], or [redacted], extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

June 7, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your automobile claim. I regret any frustration this situation may have caused you.
Thank you for speaking with [redacted], of our staff, who confirmed the total loss...

settlement value is accurate. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

March 14, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the disputed actual cash value (ACV) associated with the January 9, 2017, automobile claim.
Many factors are taken into consideration when determining the ACV of...

a vehicle, such as the mileage, the options, and the condition of the vehicle. I appreciate you discussing this matter with [redacted], of our Claims staff, who explained our total loss process and how we determined the settlement value. As he advised, we were awaiting the build sheet to perform a thorough review of the vehicle’s components. We have since received the paperwork and are in the process of performing our final evaluation.
We appreciate you allowing us to research your situation and reply to you. Should you have any further questions, Mr. Ware remains available to assist you.
Sincerely,
[redacted]