USAA

November 28, 2014Gunnery Sergeant [redacted], USMCComplaint ID#: [redacted]Dear Gunnery Sergeant [redacted]:I am responding to your submission regarding your homeowners insurance claim for theft of personal property. I regret the frustration you experienced as we strive to provide quality service...

and fair claims handling toour entire membership.Thank you for providing notarized statements and for corresponding with [redacted], of our staff, via the Claims Communication Center.  As [redacted] explained, we requested proof of ownership for the stolen items because it is a condition of your policy.  Your adjuster will continue to work with you to bring your claim to an appropriate resolution.We appreciate your service to our country and the opportunity to respond.Sincerely,[redacted]

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I am responding to your submission regarding your automobile claim.  I regret any frustration or inconvenience you may have experienced.
Thank you for speaking with [redacted], of our staff,...

about your concerns.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  I understand that Mr. [redacted] explained our appraisal and supplement process.  Please be advised that an adjuster has since left a message for your repair shop to request any supplements.  If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

March 11, 2015 Sergeant First Class [redacted], USA Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your second submission regarding your automobile claim. We strive to provide quality service and fair claims handling, and I regret any frustration you experienced when attempting to resolve your claim. We replied to your complaint on February 26, 2015, and advised that we would respond to the Washington State Office of Insurance Commissioner inquiry regarding this matter. Our records reflect that our response was provided to the Washington State Office of Insurance Commissioner on March 10, 2015. Thank you for the opportunity to reply. Sincerely, [redacted]

July 14, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your experience with the mortgage loan process. I apologize for any frustration and inconvenience you experienced with this matter. Thank you for speaking with [redacted], of...

our staff, who confirmed your concerns were addressed, informed you that updated closing disclosures would be mailed, and advised you of the new closing date. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

January 2, 2015 Captain [redacted], USNComplaint ID #: [redacted] Dear Captain [redacted]: I am responding to your submission regarding your homeowners insurance policy and your October 1, 2014, homeowners claim.   USAA works hard to ensure that our members are...

adequately insured in the event of a loss, and establishing accurate rebuilding costs helps us to accomplish this goal.  Although the economy has impacted the market value of homes in some areas, the market value differs from the replacement cost, which includes debris removal, availability of work, permits and inspections, decreased productivity working around existing structures, neighborhood restrictions, building code compliance, and architectural fees.  Thank you for speaking with [redacted], of our Member Advocate Team, about this matter.  I understand [redacted] offered to review dwelling coverage and deductible options with you, and he remains available to assist you at [redacted], Extension [redacted]. Regarding your homeowners claim, 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, which includes applying recoverable depreciation.  We regret any confusion or frustration this situation caused you and appreciate you speaking with [redacted], of our Claims staff, about your concerns.  I understand a payment for the full settlement of your claim was issued on December 31, 2014.  If you have need further assistance, [redacted] can be reached at Extension [redacted]. While we realize this is not the outcome you were expecting, we appreciate the opportunity to explain our position.  Please know that USAA complies with regulatory guidelines and acts in accordance with our core values of service, honesty, integrity, and loyalty.  Thank you for allowing us to respond to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
I think myVW has been paid off finally after 3 months. I totally disagree about the time line sent to me. I can't tell you how many times my husband called USAA reps and they didn't call back. 3-4 times a day with no response! Weeks and weeks which turned into 3 months of aggravation. I still don't see why I should be satisfied. I have no car and no money to put towards a car. I have been begging for rides and missing hours at work. I'm so sick of this crap. I got a freaking check for 400 on Friday. Thats supposed to make me forget all the time and money I have lost???? USAA is a joke and doesn't care about me for sure. I would NEVER do business with these people!
Regards,
[redacted]

June 20, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank.
 
Thank you for bringing this matter to our attention.  [redacted], of our...

staff, attempted to reach you by telephone.  Ms. [redacted] determined that a transaction attempted to debit your account on June 6, 2016, but was returned as unpaid due to insufficient funds.  Therefore, a $29.00 fee was assessed appropriately.  We have thoroughly reviewed your account and confirmed that on June 7, 2016, you were unable to use the USAA Deposit@Mobile® service as the check image was not clear.  If you have further questions about this matter, Ms. [redacted] is available to assist you and can be reached at [redacted] or [redacted]
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

June 10, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your second submission regarding the credit card account with the USAA Federal Savings Bank (FSB) held jointly by you and your ex-wife. We responded to your complaint on May 21, 2015. 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. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC. Other bank products are issued and serviced by USAA Federal Savings Bank.

February 17, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the February 2, 2016, automobile accident involving another USAA-insured driver. I regret that we did not meet your...

service expectations as we make every effort to ensure our members’ claims are handled efficiently and accurately. Your feedback has been shared with the appropriate areas. Thank you for speaking with Charles Perry, of our staff, who verified that we needed additional information, from the rental vehicle company, in order to determine which insurance company would be handling the claim. I understand you spoke with [redacted], of our Claims staff, regarding the next steps to ensure your vehicle is repaired. We appreciate you allowing us to review your concerns and to reply to you. Sincerely,
[redacted]

November 29, 2016   Master Chief Petty Officer [redacted], USN Mrs. [redacted]   Complaint ID #: [redacted]   Dear Master Chief [redacted] and Mrs. [redacted]:   I am responding to your submission regarding your recent automobile insurance claim.   Thank you for speaking...

with [redacted] of our staff, who discussed your concerns. I regret any frustration this situation may have caused you and I hope that this reply reassures you that your satisfaction is important to us. Currently, our records indicate that your claim is still under review.  Ms. [redacted] will be in contact with you to provide updates as the claim progresses.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted] Tell us why here...

October 17, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the automobile claim, and we regret any frustration you have experienced. In the event of a loss, we are responsible for making decisions in accordance with...

the terms, conditions, and limitations of our policy.  I understand you spoke with [redacted], of our staff, about your concerns. He completed a thorough review of the claim; however, no new information was discovered to warrant a change in our coverage decision.  If you have additional questions, Mr. [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: 1. I was never contacted on the 15th. There's no call, voicemail or email from them. This is the reason why I requested to be contacted by email. I've been dealing with lies from this person and others from this company. As you can tell with the rewording they basically sat on this. I called on the 15th and left a message.2. I'm not sure who you think you are ms [redacted] whatever. But according to the buttons down below this subject is not closed. This my money and you nor your company is going to bully me. You're a poor rep for USAA. I'm going to make this situation and my treatment by your company publicly known. It's not a threat I'm just tire of the treatment and lies that you have displayed here and others have displayed. I've been with your company for how long now?3. You basically ignored my response and gave me generalized crap. Again, please read this... and contact me at [redacted].
Regards,
[redacted]

March 13, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission about your settlement for the January 29, 2015, automobile claim, and I regret any frustration you experienced as we strive to provide quality service and fair claims handling. Thank you...

for discussing this matter with [redacted], of our Claims staff, who explained our position regarding the total loss settlement of your vehicle. I understand that we have received your vehicle title and that a claim payment was issued to you on March 11, 2015. We appreciate the opportunity to review your concerns and to reply to you. Sincerely, [redacted]

August 10, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your USAA Federal Savings Bank (FSB) deposit account.  I regret the inconvenience you experienced as we strive to provide quality...

service to our entire membership.   Thank you for speaking with [redacted], of our staff, who advised you that your accounts were restricted due to incoming suspicious calls.  I understand that she confirmed that your accounts are now in a “normal” status.  As agreed, she has sent information regarding the account restriction to explain the reason your mortgage payment was returned.    I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have any additional questions Ms. [redacted] remains available to assist you.   Sincerely,   [redacted] Tell us why here...

November 4, 2015[redacted]Complaint ID #: [redacted]Dear [redacted] I am responding to your submission regarding your property insurance. I apologize for the frustration and inconvenience this situation has caused you as we make every effort to ensure our members’...

policies are serviced and maintained efficiently and accurately.  Thank you for speaking with [redacted], of our staff, who confirmed that your written request to cancel your renters insurance policy, effective December 8, 2010, had not been processed.  As such, we have canceled the policy as originally requested, and the premium credit has been refunded.  Please note that while we acknowledge that an inadvertent error occurred, it is important to know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we reject your allegations of unethical and immoral business practices.  We appreciate the opportunity to review this matter and reply to you.  Should you have any additional questions, Ms. [redacted] remains available to assist you.   Sincerely,[redacted]

October 11, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your escrow refund check from your mortgage servicer.  I regret any frustration this has caused. Thank you for speaking with [redacted], of our...

staff, who explained he contacted NationStar Mortgage and an escrow analysis was completed.  His research shows that an escrow surplus of $807.13 was discovered and will be disbursed to you within 10 business days.  Furthermore, it was determined that the prior mortgage servicer was not collecting enough for escrow disbursals.  The most recent disbursal totaled $4,450.89, which equaled $370.91 per month and DMI was collecting $297.42 per month.  The new escrow analysis, effective October 1, 2016, will increase the escrow payment from $297.42 to $370.91, and the subsequent payment amount from $702.03 to $775.52.  If you have any additional questions, Mr. [redacted] remains available to assist you. We appreciate the opportunity to respond.  Sincerely, [redacted]

May 3, 2017 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding a March 28, 2017, automobile claim. Our records confirm that you filed an inquiry with the Mississippi (MS) Department of Insurance (DOI). We responded to the...

MS DOI on May 1, 2017. Thank you for the opportunity to reply. Sincerely, [redacted]

November 14, 2016
Mr. [redacted] Complaint ID # [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your October 24, 2016, automobile claim. I appreciate the opportunity to respond. We regret the frustration and inconvenience you may have experienced, as we strive to...

provide quality service.
Thank you for speaking with [redacted], of our staff. As he explained, the liability determination was recently confirmed; hence, he will continue to work with you and monitor the claim for settlement. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have checked the carfax VIN history reports for all vehicles used by USAA as comparable vehicles and can see that they were all sold at auction recently even if that is not the most recent sale. I have also been able to confirm that at least one vehicle is a former fleet vehicle (also high mileage with no options) and I've attached the history report for that vehicle. Additionally, after going back and forth with USAA for weeks and being assured repeatedly that they were taking all options into account and the comparison was fair they finally admitted that was not the case. I researched every VIN they used as a comparison and showed that it was possible to research window stickers showing factory installed options for each vehicle. At that point they finally admitted that the comparison was wrong either through negligent or intentional fraud. They stated that they had my vehicle listed as a base model simply because they don't bother to research VIN numbers or even ask customers what options are on the vehicle so they just listed my vehicle as a base Fusion SE model. After showing them the evidence with window stickers for my own vehicle and all comps they agreed to provide an updated settlement amount. Unfortunately the updated settlement was provided today and they increased it from $20937.63 to $21182 for a difference of $244.37 based on the additional $4140.00 in options that they finally agreed that my vehicle had. I would like to think that after I demonstrated beyond any doubt, and they admitted, that their analysis was grossly wrong that they would finally do the right thing but fortunately they appear still be using questionable vehicles and not offering anywhere near a fair amount for my vehicle. This is well past negligence at this point and appears to be 100% intentionally fraudulent behavior from USAA. 
Regards,
[redacted]