USAA

January 31, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your auto insurance billing experience. I regret any frustration this matter caused you.   Thank you for speaking with [redacted], of our staff,...

who discussed that as a courtesy, a payment arrangement was set up and no payment will be due in January.  The balance will bill in equal payments beginning in February.  In regards to your concern about phone call recordings, please know that we act in accordance with our core values of service, loyalty, honesty, and integrity; and we respectfully deny your allegations of wrongdoing. Additionally, due to system limitations we decline your request to record all of your correspondences with us.  Finally, we believe our members share an equal responsibility to manage their policies and to notify us when a change occurs.   I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us; however, if you have additional questions, she remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 9, 2017
Mr. [redacted] Complaint ID #[redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your insurance billing.
Thank you for speaking with [redacted], of our staff, who confirmed you regained access to your account on March 1, 2017, and were able to submit a...

payment. If you have additional questions or require further assistance, Mr. Kristek remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
USAA has NOT tried to resolve this complaint at all. No compromises, no working to help me in any way.  USAA has flat lied to me and to the consumer. While it is true they have the best homeowners insurance rates around, it is totally worthless. I have since replaced my homeowners insurance with another carrier to protect my investments because I cannot  trust USAA any further.  I recommend keeping a clear distance from USAA.
Regards,
[redacted] Disabled American Veteran

July 12, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the credit cards you hold with the USAA Federal Savings Bank (FSB), and I regret any frustration and inconvenience you experienced with this matter. [redacted], of our FSB...

staff, was unsuccessful in reaching you by telephone and email to discuss the events that transpired on your accounts. Nonetheless, she confirmed you were reimbursed for all the fees charged to expedite your replacement cards. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you 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.

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

July 19, 2016
 
Private First Class [redacted], ARNG
Complaint ID #: [redacted]
 
Dear Private First Class [redacted]:
 
I am responding to your submission regarding your automobile insurance policy.  I regret any frustration or inconvenience you experienced as a result...

of this matter.
 
Thank you for speaking with [redacted], of our staff, who reviewed your account.  Based on Mr. [redacted]’s findings, he determined that multiple attempts were made to contact you for your automobile insurance payment.  Our records indicate that after payment was not received, a nonpayment cancellation notice, effective May 28, 2016, was mailed to you on May 4, 2016.  When we spoke to you by telephone on June 7, 2016, we advised you that the policy had been canceled on May 28, 2016, due to nonpayment.  Although your feedback has been shared with the appropriate area, we are unable to assist with your request.  Private First Class [redacted], we respectfully decline your allegation of any wrongdoing.
 
Should you have any additional questions, Mr. [redacted] remains available to assist you and can be reached at [redacted] or [redacted], Extension [redacted].
 
Thank you for allowing us to reply to you.
 
Sincerely,
 
[redacted]

August 7, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile insurance policy, and I regret any frustration you experienced. Thank you for speaking with [redacted], of our staff, who confirmed that your automobile...

identification cards were processed in accordance with California regulation which requires that the name of the registered vehicle owner appear on the identification cards. Our records indicate that Ms. [redacted] was listed as the registered owner of the 2008 Ford Focus at the time the cards were processed. We were unable to locate emails that you indicate were sent to Ms. [redacted] about your policy. As you requested, Mr. [redacted] updated your information as the registered owner of the vehicle and new automobile identification cards were sent to you. It is important to note that we abide by all regulations as well as our core values of service, loyalty, honesty, and integrity, and we respectfully reject you allegations of wrong doing. Should you have any further questions, Mr. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
The fact that your credit union took longer than any credit union we have ever dealt with,  to supply us with debit cards,  which since you do not have any actual branches for us to go to, to withdraw money,  is the only way for us to access our money,  is extremely unacceptable and your company needs to find a way to rectify that situation so that future customers are able to pay their bills in a timely manner unlike we were. Also an apology needs to be made to my husband and myself for the THREE times we were hung up on by your customer service reps.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The mechanical failure was a direct result of the negligence of the tow company that USAA contracted with to tow our vehicle. The tow truck driver was advised NOT to start the vehicle and disregarded that directive and drove my vehicle CAUSING the mechanical failure. My claim, filed in December of 2016,  acknowledged mechanical failure caused  by the  tow truck drivers refusal to wench the vehicle onto the truck. USAA has acted in bad faith in managing my claim and should accept responsibility for causing the mechanical failure of my vehicle.  
Regards,
[redacted]

August 17, 2017
Ms. [redacted]
[redacted]
Dear Ms. [redacted]
I am responding to your submission regarding your automobile claims.
Unfortunately, [redacted] of our staff, was unable to reach you by phone to address your concerns. Nonetheless, after a thorough...

review, she confirmed your deductible applies to both claims. If additional repairs are required we will review upon receiving an estimate or your request for a re-inspection. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 19, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your USAA accounts.   Thank you for speaking with [redacted], of our staff, who confirmed that USAA received your required documents and your account access has been restored.  She verified that your insurance policies were cancelled and a credit of $57.81 was transferred to your bank account.  Please allow 3-5 business days to receive the credit.    We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:My policy covers this type of repair. I will be filing a complaint with the Texas Insurance Association shortly and will continue to fight you until the oceans dry up. I also have multiple appointments to speak with several news agencies who are very interested in my case.
Regards,
[redacted]

Thu 2/5/2015 4:53 PM[redacted]First USAA scheduled the re-inspection of my vehicle in Colorado when they were previously advised that I was presently in Arizona.  Now the USAA inspector in AZ has contacted me and said he needs the receipts for the repairs made to my vehicle.  USAA  was previously advised regarding the receipts.  Has USAA received my communications?

July 18, 2016
 
Sergeant First Class [redacted] D. [redacted], USA (Ret.)
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your second submission regarding your June 11, 2016, homeowners claim.
 
As discussed with your claims adjuster, a diagnostic inspection determined that the plumbing damage was not the result of a covered loss.  Your policy does not insure for damage consisting of, or caused directly or indirectly by wear and tear, marring, or deterioration, nor does it cover damage due to earth movement or settlement.  These were noted as contributing factors that resulted in the sewer backup; therefore, the homeowners contract provided coverage for only the interior damage.  Your adjuster sent an email on June 16, 2016, to explain that the portion of the loss covered under your homeowners policy would not be pursued as it was less than your $500.00 deductible.  That same day, the adjuster issued a check to you for $625.00 to cover the diagnostic expense of the sewer camera.  If you have other questions regarding your homeowners policy coverage, our policy service staff can be reached at [redacted] or [redacted].
 
Please know that we value your membership, and while we understand this is not the outcome you were seeking, we hope our explanation clarifies our position.  Thank you for allowing us the opportunity to respond again.
 
Sincerely,
 
[redacted]

**. [redacted]
Complaint ID #: [redacted]
Dear **. [redacted]:
This is in response to your letter received January 26, 2016, regarding the inquiry filed by [redacted] concerning the settlement value associated with an automobile loss occurring December 30, 2015. 
We have completed...

a review of the loss and confirm we accepted liability for the damage caused by our insured.  Our inspection of **. Deyager’s 2010 Dodge Caravan determined the vehicle to be a total loss.  A rental vehicle was made available for **. Deyager’s use during the inspection process.  **. Deyager initially disputed our actual cash value settlement offer and her complaint was escalated for review. 
On January 27, 2016, **. Deyager accepted our owner-retained settlement offer. However, on January 28, 2016, **. Deyager notified us that she had decided to decline the offer and would file a claim for her loss through her own carrier.  We are currently awaiting subrogation from the adverse carrier.
**. [redacted], we appreciate the opportunity to respond.
Sincerely,
[redacted]

November 17, 2015Mr. Corey [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding the handling of your secured credit card account with the USAA Federal Savings Bank (FSB).  Please know that the FSB acts in accordance with all applicable regulations and...

our core values of service, loyalty, honesty, and integrity, and I regret the inconvenience you experienced. Thank you for speaking with [redacted] of our staff, who explained the FSB’s policy regarding verification of funds and the processing time to receive a secured credit card.  As Ms. [redacted] advised, your $1,000.00 deposit plus interest was refunded to your USAA checking account, and the certificate of deposit was closed on October 23, 2015.  The secured credit card account was closed on October 26, 2015, and a closure confirmation was mailed to your address on record.  If you have any further questions, Ms. [redacted] remains available to assist you.  We appreciate the opportunity to reply to you.  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.

September 29, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your automobile claim.   Thank you for speaking with [redacted], of our staff, who discussed your concerns.  As Mr. [redacted] explained, the...

rental car provided to you was approved for the active repair time only.  Any additional days that the rental car was used would be the responsibility of the insured.  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]

[redacted]
[redacted]
[redacted]
[redacted] I am responding to your submission regarding your total loss claim of January 13, 2016.
Thank you for speaking with [redacted], of our staff, who agreed to look into the status of your title. Subsequently, Mr....

[redacted] confirmed we obtained your release of lien and that payment was issued to you for the total loss of your vehicle. If you have additional questions, he remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

May 18, 2016 Specialist [redacted], USA Complaint ID #: [redacted] Dear Specialist Ross: I am responding to your submission regarding your auto loan payoff with the USAA Federal Savings Bank (FSB). Our records reflect that on April 25, 2016, you scheduled a payment via usaa.com from your external...

account to post to your auto loan on April 26, 2016. Prior to speaking with the FSB, you scheduled another payment on usaa.com to post on April 26, 2016. A review of the call recording from April 26, 2016, confirmed that the FSB representative provided you with information on how to view payment transactions online and advised you that your payment would process at midnight. While we found no FSB error, and we respectfully reject your claim that our negligence resulted in the fee you incurred externally, we sent a refund check to you via FedEx on May 9, 2016, as a courtesy. Should you have any questions, Jaqueline Montemayor, of our FSB staff, remains available to assist you. We appreciate you allowing us to review your situation and reply to you. Sincerely,
[redacted]