USAA

Complaint: [redacted] I am rejecting this response because: This report was only for the issue related to the vehicle repairs The Insurance commission was related to all the practices that are related to USAA and their insurance product While STILL dealing with this claim, we have experienced some of the worst customer care I have ever had in my lifeI have been hung up on multiple times while trying to get an answer and still being ignored Depends on the day and what USAA agent you get as to what answer you will be toldWe have even had them refuse to transfer us to a supervisor.....AND had supervisors hang up on us!! Their customer service is everything BUT service!!!! NO SERVICE MEMBER should be dealing with a company this bad! Our vehicle is still unfixedEven the vehicle pieces that are FALLING OFF our vehicle remain unfixed! When USAA had field reps come to evaluate the damage on our vehicle they told us they couldn't "verify" that [redacted] had caused the new damage to our vehicle and unless the shop ADMITS to damaging our vehicle than they consider the shop to not be at faultUSAA reps said the shop claimed to not have our vehicle overnight, that we stood there and watched them do the RE-fixIn fact they did keep it over night and our lifted excursion is a one of a kind vehicle in this town and NO ONE forgets it once they have seen itUSAA reps excuse for the body shop lying is that they didn't remember our vehicle.......yet they remember me supposedly standing there while they fixed it??????? Seems odd, doesn't it!! The next thing field reps told us is that there are other small marks in our paint in the same areas that some of the new damage had occurredThat they would be unable to fix the new damage without fixing the old........our response to that, "so what!" The agents were implying that we were trying to get the old marks fixed, and therefore they would not fix the new damage because in doing so they would also fix the old marks! Let me make the ignorance of this statement more clear by using an example....lets say my front fender had some small dents in it but than I get into a little fender bender and that same front fender is bent and tweaked and my insurance company decides to tell me they wont fix that trashed fender because after all, it had previous dents in it and they cant fix the new damage without fixing the old dents........faulty logic at its best, wouldn't you agree!!! And while our old and minor vehicle marks are being spoken of, we have owned the vehicle for years and NEVER filed a claim to try and get them fixed so why would we now as they clearly did not bother us!!!! When agents left they said they would determine if USAA would fix damage but at the least they felt the car should have had an alignment after the collision.....body shop should have arranged.....the vehicles hood was not aligned or fixed proper.......body shop faulty work......door panel needs to be reattached to car....body shop faulty workALTHOUGH the USAA field rep was more than ready to offer every excuse in the book for why their PREFERRED shop did such poor work! Previous to the meeting with the field reps, we had a USAA agent tell us that if USAA did not cover the damage through their warranty system we could than file a vandalism claim, although that would require us to pay the deductibleWhen field reps were here, they said that was not really the case, that the agent had more than likely mis-spokenWe have since been told USAA will not cover the damage because they could not "verify" where damage was causedIn other words, the body shop is denying the damage...big surprise right!! Instead of a correspondence from USAA, we received a check in the approximate amount of $Somehow this is suppose to cover all the damage and repairs????!!! It sits on the counter untouched because it will fix nothing!! A nice ato USAA customer service is how all of the correspondences from [redacted] to USAA while he was deployed, where they asked him to send pics of damage and informed him the claim would be put on a hold status until the end of his deployment, and than reopened and damage fixed upon his return..........yeah, all those messages back and forth are now GONE....MISSING....DELETED by USAAAnother fine example is how the field reps came to look at our vehicle to evaluate new damage....all they ACTUALLY did was pull out a camera and take pictures of our OLD marks so they could have a visual record of them so that we could NEVER file a claim to get them fixed!!!!! Seems a great way to treat clients that have used USAA for insurance needs for over years with virtually no claims!! Our vehicle remains unfixed!! Faulty body shop work and the damage CAUSED by the same body shop ALL remains unfixedWe cant get a straight story from USAA, we cant even get USAA to answer and deal with ANYTHING we ask of themIt is clear every dept is working separate from every other dept and none of their agents, whether customer service or field, have a clue what they are doing!! USAA is a company that is out for profits at the loss of their clients, most of whom are active duty or retired military! Regards, [redacted]

December 3, MrChristopher [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your USAA automobile glass claim I regret the frustration you recently experienced as we strive to provide quality service and fair claims handlingThank you for speaking with [redacted] ***o, of our staff, regarding your concerns and for allowing her to explain our positionAs previously explained, your automobile insurance policy was started online, effective July 31, 2014, with you selecting the coverage limits for the policyIn addition, several months later on September 29, 2014, you again went online and made several adjustments to your coverageHowever, your comprehensive deductable was not changed at that time and remained at the $limit you selected when starting the policyWhile we recognize that you disagree, we feel confident that the correct decision has been madeIf you have additional questions about this matter, please contact [redacted] at [redacted] Extension *** Thank you for allowing us to reply to you Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

February 2, [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your eligibility for USAA membershipMembership in USAA is open to active U.Smilitary and to those who retired or have a discharge type of “Honorable,” as well as to eligible family membersWe are required to apply these guidelines uniformlyWe requested copies of your DD-to confirm your eligibility for membershipThank you for speaking with [redacted] ***, of our Member Advocate Team, who explained that upon review of your DD-214, your last discharge type does not allow eligibility for USAA property and casualty productsI understand [redacted] ***t referred you to the USAA Insurance Agency, who has established relationships with trusted alliances to provide property and casualty coverage when USAA property and casualty insurance companies cannot [redacted] , thank you for your service to our countryWe appreciate the opportunity to respond to youSincerely, [redacted] USAA Insurance Agency means USAA Insurance Agency, Incor USAA of Texas Insurance AgencyCA Lic # 0D78305, TX Lic # Fredericksburg Road, San Antonio, TX

Complaint: [redacted] I am rejecting this response because: USAA HAS NOT ANSWERED ANY OF MY COMPLAINTS USAA HAS FURTHER DELAYED PROCESS WITH "WE DON'T HAVE THE PROPER PAPERWORK, INFO ETC ETC" Regards, [redacted] ***

June 5, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your second submission regarding your January 9, 2014, automobile claim with our insuredOn May 22, 2015, your diminution in value (DIV) request was receivedLater that day, Claims Service Manager [redacted] attempted to discuss the additional information that would be required to complete the reviewMs [redacted] was not allowed the opportunity to finish the discussion, and the DIV claim was later deniedWe must respectfully decline your allegation that USAA delayed the processOn May 28, 2015, we received the supporting documentation, and a DIV settlement was mailed to you on June 2, [redacted] , of our staff, emailed you to confirm the payment was issuedShould you have any further questions, Ms [redacted] remains available to assist youWe appreciate the opportunity to revisit your concernsSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I sent this letter highlighting my compliance to duties after loss as described in my policyAlso USAA sent me a letter stating they would not be renewing my policy as I have had more than three losses in year period time frame Regards, [redacted]

March 20, Ms [redacted] D [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your second submission regarding the damage to your property and the non-renewal of your homeowners insurance policyWe responded to your complaint on March 4, While we recognize that you disagree, a thorough review of the claims handling has been completed, and we feel confident that the correct decision has been madeWith regard to the non-renewal of your homeowners policy, we must adhere to specific underwriting guidelines; therefore, we were unable to take action and your policy remained active until June 22, We appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, [redacted]

December 11, Lieutenant [redacted] USA Complaint ID #: [redacted] Dear Lieutenant [redacted] : I am responding to your submission regarding your USAA Diamond and Jewelry Service purchaseWe regret any confusion or frustration you experiencedThank you for speaking with [redacted] , of our staff, about your jewelry purchaseAs he explained, the bridal ring set you purchased last year had a 30-day return policy; therefore, the item no longer qualifies for a returnUSAA decided to discontinue the Diamond and Jewelry Service in July An announcement about the decision was added to our website on May 23, 2014, and it was also conveyed to our employees via internal notificationsPlease be advised that USAA has never offered a service on how to sell valuable items and regrettably, we are unable to assist you with your requestYour feedback regarding staffing at our financial centers has been noted as we are always looking to improve the way we conduct businessWhile you did not find the Video Telephony service helpful, many of our members find the new communication format engaging and interactiveThank you for allowing us to reply to youSincerely, [redacted]

May 15, Private First Class [redacted] , USAComplaint ID #: [redacted] Dear Private First Class [redacted] : I am responding to your submission regarding your automobile claim on April 29, We strive to provide quality service and fair claims handling, and I regret the frustration you experienced Thank you for speaking with [redacted] [redacted] , of our Claims staff, who reviewed your concerns and explained that a thorough investigation needed to be completed before a claims decision could be reached I am pleased to know that payment for your claim will be issued Should you have additional questions, Mr [redacted] remains available to assist you and can be reached at ( [redacted] (***), or ###-###-####, Extension ***We appreciate the opportunity to reply to you Sincerely, [redacted] ***

January 21, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your third submission regarding your September 26, 2012, automobile claimWe have reviewed the attachments you have provided; however, we have still not received the requested supporting documentation of your proof of ownership for the audio equipmentAs no new information has been presented, there has been no change in our position [redacted] was unsuccessful in her attempts to reach you and further discuss your concernsShe remains available to assist you and may be reached at (210) 531-USAA (8722), Extension ***While we appreciate the opportunity to review your concerns again, we consider this matter closed until supporting documentation is presentedThank you, Sincerely, [redacted]

May 22, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: 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 experienceThank 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 balanceHowever, due to an error, you received credit for the transactions in questionAs Ms [redacted] explained, the credits will remain permanently on your account as a courtesy, and coaching was provided to those involvedFor future reference, the fraud department is available hours a day, seven days a week to assist with lost or stolen debit cardsPlease note that the FSB acts in accordance with all regulatory requirements and in line with our core values of service, loyalty, honesty, and integrityShould you have any further questions, Ms [redacted] remains available and can be reached at (210) [redacted] ***) or (800) [redacted] , Extension ***Thank you for allowing us to reply to youSincerely, [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 *Note - conditionallyIf we receive a letter in March, again after we have been told the issue has been resolved, I will re-open the complaint Regards, [redacted] ***

November 18, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding the bank debit for life insurance coverage with the USAA Life Insurance Company Thank you for speaking with [redacted] , of our staff, who explained why there were two withdrawalsWe apologize for the frustration you experienced as we strive to provide quality service to our entire membershipOur employees are expected to be courteous and informative and to handle matters in a timely mannerCoaching was provided to those involved We appreciate the opportunity to respond to you, and we will continue to work hard to provide the level of service you expect and deserve Sincerely, [redacted]

December 30, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your husband’s October 30, 2014, automobile accident A review of the recorded calls confirmed that the adjuster did not guarantee the final liability assessment would be completed based on the police report While the police report reflects the USAA insured at-fault, there were no independent witnesses to support either driver’s account of the accident While we recognize that you disagree with our position, we feel confident that the correct decision has been made No new information has been presented that would warrant a change in our positionThank you for allowing us to reply to you Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I understand you do not wish to respond here because this is public recordsIn regards to the matter I still do not accept you messageYou can post whatever findings here to the Revdex.com alsoThis is not good enough, nor will I accept any other response than the public response here with the Revdex.com that you have provided behind to the Washington State Commissioners OfficeI don't think you understand what frustrated means because every employee of USAA uses it as if they think they can assess if I am frustrated or not through messages on a postIt's simple frustration is a state of psychological thought and you can't assess if I am or am not frustrated so from here on out, do not use that word in conversation with meThe sheer act of illegal behavior from USAA and associates will be publicly posted regardlessI am not frustrated, I am completely calm, relaxed and clear headedThe people who seem to be frustrated are members of USAA, that's why I was hung up on by the office of the CEOI made it clear, I think it would be best if usaa starts making some appology letters and also respond to the Revdex.com accordingly with all the information provided to the WSCOI will only accept those actionsI gave usaa and associates plenty of opportunities to settle this before it escalated; however, usaa and associates felt it necessary to put the corporation before the clientIt's pretty simple respond accordingly, I won't accept the we are sorry we didn't live up to the expectations, or we strive to provide the best service, or claiming I'm the one frustratedI will release a full list of names with extensions of everyone involved who acted inappropriately if the next response isn't handles accordinglyI will also release the illegal document that usaa sent to me trying to have me allow to have the board of directors of USAA act on my behalf as a defecto lawyerWhich also notes that after I told usaa I would hold every member associated with the illegal actions of USAA one of the notes said 'I couldn't hold usaa or associates accountable for their failures as representatives of USAADid usaa really think I was going to sign that document basically making usaa no longer accountable for the illegal and immoral actions of USAA? Did usaa think that I would allow usaa harass me so badly that I had health conditions arise and extensive emotional distress causing a medical treatment in regards to excessive purposeful stress to defraud me? Yes I have the medical documentationUsaa needs to, I'll write it again, respond more appropriately and accordingly Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I'm glad it's being worked on, but I can't close the complaint based on words alone, because words without outcome are the entire basis for the complaint Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:-----Original Message-----From: [redacted] [mailto: [redacted] ]Sent: Wednesday, January 28, 9:AMTo: infoSubject: complaint # [redacted] Importance: High My complaint is at a stand still and it is becoming very frustrating for a company to continue to make excusesI have been trying to resolve this matter but they continue to fail to complyI really want this resolved with dignity and respectI had a Highway Patrol man evaluate and assess the accident and stated "Rear end accidentChevy Tahoe at fault (white vehicle)cvc unsafe speed prima facia - not allowing or slowing for a vehicle parallel parking." I informed my insurance company who replied with this responseThe last I heard from them was the reasoning for the decisionAt this point, our liability decision is finalized as placing the other vehicle 100% responsible and do not agree with their decision of 30% negligence on [redacted] in this accident [redacted] Auto Claim DepartmentPhone: ###-###-####Toll Free: ###-###-####Fax: ###-###-#### [redacted] Be sure to include your claim number on all correspondence.21st Century Insurance Company From: [redacted] ***< [redacted] >To: [redacted] ,Date: 01/23/12:PMSubject: claim [redacted] Please can you help me resolve this matterIf there client was innocent, why would they up their percentage of fault, if they knew their client wasn't at fault? [redacted] *** ---This email has been checked for viruses by Avast antivirus software[redacted] Regards, [redacted] ***

May 15, [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the cash advance from your USAA credit cardThank you for speaking with [redacted] , of our staff, who explained the transaction fees for cash advances and convenience checksMs [redacted] confirmed that the cash advance fee was refunded to your account as a courtesyWe appreciate the opportunity to respond to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

December 1, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your secured credit card with USAA Federal Savings Bank (FSB) Thank you for speaking with [redacted] , of our FSB staff, who explained that the secured credit card is not advertised as having a graduation process to an unsecured credit cardThe credit card agreement pricing schedule you entered when you originated the secured credit card disclosed that you entered into a security agreement which grants the FSB a security interest in the USAA Certificate of Deposit (CD) that you opened in connection with the credit cardAs such, the FSB has the right to use the funds in the CD to pay the balance of the credit card before returning the funds from the CDThe FSB is unable to use funds from your savings account as a security deposit for the secured credit card because it was not originated in connection with the secured credit cardYour secured credit card and CD will remain open as you declined to close themIf you have any additional questions, [redacted] remains available to assist you and she may be reached at (800) 531-USAA (8722), Extension*** Thank you for 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