USAA

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]

August 4, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your July 7, 2016, automobile claim.    A review of your claim confirmed that the damages to your vehicle were related to a lightning...

strike, and it would be considered a total loss.  I understand you spoke with the Total Loss department and accepted the settlement amount. I regret the frustration and inconvenience you experienced as a result of this matter.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

January 15, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the acquisition of new products with USAA. [redacted], of our staff, was unable to reach you to discuss your concerns, and I hope you find the following information...

helpful. Our records indicate that your USAA Visa® account was charged off in 2000 due to nonpayment and that we later restricted your ability to acquire new products and services due to the outstanding uncollected charges. To the extent allowed by law, our business policy prohibits doing business with a member who has caused USAA to suffer a financial loss. Once we were notified that you filed bankruptcy in 2013 and included the outstanding charged-off credit card balance, we updated your account accordingly to reflect the bankruptcy. As you noted, the USAA account restriction lasts for seven years. We appreciate that a portion of the outstanding balance may be paid under your bankruptcy; however, this does not change our policy. Please know that USAA acts in accordance with banking regulations as well as with our core values of service, loyalty, honesty, and integrity. Thank you for allowing us to reply to you. If you have additional questions, please contact [redacted] at (210) 531 USAA (8722) or (800) 531-8722, Extension [redacted]. Sincerely, [redacted] Credit Cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

June 17, 2016
 
Mrs. [redacted]
Complaint ID #: [redacted]
 
Dear Mrs. [redacted]:
 
I am responding to your submission regarding the accident forgiveness included with your automobile policy.  We regret any frustration you may have experienced. 
 
I understand...

that you spoke with [redacted], of our staff, who thoroughly reviewed the matter and advised that the accident forgiveness is being rated appropriately based on our established guidelines.  Should you have any further questions, Ms. [redacted] remains available to assist you.
 
We appreciate the opportunity to reply.
 
Sincerely,
 
[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]

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]

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]

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]

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]

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]

July 31, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the May 3, 2015, fire damage claim. I regret any frustration or inconvenience you experienced as we strive to provide quality service and fair claims handling. 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. Thank you for speaking with [redacted] Yount, of our Claims staff, who confirmed the final liability decision. If you have further questions regarding this matter, Mr. [redacted] remains available to assist you. Thank you for allowing us to review your concerns and respond 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]

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]

Complaint: 10297980
I am rejecting this response because:Your policy is based assumption and not proof. One question I have for your "honorable" requirement is, what about those separated because of Reduction in Force otherwise known as R.I.F.? These are discharges similar to civilian workforce layoffs that fall on the accountability of the employer. So even if someone honorably served they are still considered General (under Honorable conditions). And for a company whose board members appear to be mostly former active duty military, this is a major oversight on them.
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 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]

Complaint: [redacted]
I am rejecting this response because:The representative didn't explain to my satisfaction the reason why USAA can not reimbursement me.  She explained how the law allows her to not reimburse me but that doesn't address my complaint.  I am asking for  someone to take a common sense approach to  the situation and explain why my uninsured motorist coverage is not applicable.  Also please don't call me again.  I would like the explanation to be written out here so everyone can see your response instead of calling behind closed doors and  giving an illogical explanation basically saying because we can legally.  Thank you
 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I refuse to go back and forth about a situation I had know control off.  Your company refuse to admit fault so be it.  Thank you for your time.
Regards,
[redacted]

May 21, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank. [redacted], of our staff, completed a thorough review of your account to include the $49,000.00 check deposit. [redacted]...

[redacted] found that the handling was appropriate; therefore, we must respectfully decline your request to reinstate your account. She was unsuccessful in her attempts to reach you by telephone to discuss your concerns. However, should you have any further questions, [redacted] remains available, and she can be reached at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

March 7, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your automobile and homeowners insurance policies. I regret any frustration you experienced as we strive to provide quality service to our entire membership.
[redacted]...

[redacted], of our staff, was unsuccessful in her attempts to speak with you; however, she thoroughly reviewed your account and confirmed all of the insurance policies were canceled effective January 31, 2017. Consequently, on March 2, 2017, a refund check was issued to your mortgage company.
Mrs. [redacted], please know that our core values of service, loyalty, honesty, and integrity are at the center of everything we do. We appreciate you allowing us to review the matter and reply to you.
Sincerely,
[redacted]