USAA

June 17, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your charged-off USAA Federal Savings Bank (FSB) checking and credit card accounts. [redacted] and [redacted], of our staff, spoke with [redacted] Lincoln D. [redacted], your...

attorney-in-fact, regarding your checking account and credit card account concerns. As discussed, in accordance with Internal Revenue Service (IRS) regulations, the FSB is required to send an IRS Form 1099-C when we cease collection efforts for any outstanding debt that is greater than $600.00, as we did in your case for your checking account. It is our business policy and within our sole discretion to send the account through the collection process or to cease collection attempts and issue the 1099-C once the account is charged off. The same rules apply to your credit card account; however, because we are continuing to collect on the outstanding balance, and the balance does not exceed $600.00, a 1099-C was not issued. The issuance of a 1099-C does not alleviate liability for the debt, and we did not discharge the debt; therefore, you remain responsible for the balance. We are unable to comment on any potential tax benefit that the FSB receives when it writes off debt. As Ms. [redacted] advised [redacted], copies of your August and October 2014 checking statements and two notices of charge off that reflect the balance owed were sent to [redacted]’s online documents on usaa.com. It is important to note that the FSB follows all regulations and acts in line with our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your allegations of inconsistency within our processes. Thank you for allowing us to reply to you. Sincerely, [redacted] This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose. Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

November 13, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding the November 5, 2014, auto claim. [redacted], of our staff, was unsuccessful in her attempts to contact you.  However, our records indicate that two emails were...

sent to you on November 4 and November 5, 2015, addressing the status of the claim and what is needed to proceed.  If you have additional questions, Ms. [redacted] remains available and can be reached at [redacted].  We appreciate you allowing us to research your situation and reply to you. Sincerely,[redacted]

November 6, 2015Mrs. [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]: I am responding to your submission regarding your USAA mortgage loan.  We understand each person has a unique financial situation, and certain events beyond one’s control may cause difficulties.  We regret the...

frustration and inconvenience you experienced with USAA in trying to complete the closing of your home.  A review of your account determined that after the foreclosure process began, [redacted], the servicer for the loan, was advised on October 26, 2015, that the home had been sold on October 20, 2015.  The same day [redacted] was notified of the sale of the home, a payoff statement was mailed.  [redacted] has confirmed that the loan was paid in full on October 29, 2015, and the foreclosure proceedings ceased.  [redacted], of our USAA Bank staff, was unsuccessful in speaking with you about this matter.  Should you have any further questions, Ms. [redacted] remains available to assist you and can be reached at [redacted]  Thank you for allowing us to research this situation and reply to you.  Sincerely,[redacted]

October 30, 2015[redacted]
Dear [redacted]:I am responding to your submission regarding the hold that was placed on your deposits.  I regret any inconvenience you experienced as a result of this matter.I understand you spoke with [redacted]...

[redacted], of our staff, who explained our deposit hold policy to you.  On October 19, 2015, Ms. [redacted] removed the hold on the deposits after contacting the banks the checks were drawn off of to verify funds.  Should you have any additional questions, Ms. [redacted] remains available to assist you.  Thank you for allowing us to reply to you.  Sincerely,[redacted]

August 15, 2016
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your concerns with reimbursement for your damaged property, and I regret any inconvenience you may have experienced with this situation
I understand that [redacted]...

[redacted], of our staff, spoke with you about your concerns. As she explained, the payment issued is for the cost to repair only the damaged part of the fence. A Claim Service Manager also agreed to reimburse you an amount to stain the fence. Should you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

June 14, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your USAA Secure Checking account ending in [redacted]. We apologize for any inconvenience this situation may have caused you.
 
The FSB...

responded to the Revdex.com and the Consumer Financial Protection Bureau (CFPB) regarding the past concerns you mentioned in your submission.  The FSB responded to the CFPB under submission [redacted] in September 2014; to the Revdex.com related to ID number [redacted] in September and October 2014; and to Revdex.com ID number [redacted] in December 2015.
 
Although [redacted], of our staff, was unsuccessful in his efforts to reach you by telephone, he completed a thorough review of your account.  He determined that although the FSB is unable to comply with your request for additional monetary compensation, a $172.35 credit was applied to your checking account ending in [redacted] on June 3, 2016.  Should you have any additional questions, Mr. [redacted] remains available to assist you.
 
We appreciate the opportunity to look into your concerns and reply.
 
Sincerely,
 
[redacted]

May 11, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding a property insurance quote. I am pleased to hear that you spoke with [redacted], of our staff, who discussed your concerns from your original submission and explained our current underwriting guidelines for Florida property insurance. Because we want to accommodate our members as much as possible, we often refer members 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. If you have any further questions, Mr. [redacted] remains available to assist you, and he can be reached at [redacted] We appreciate the opportunity to review your concerns again. Sincerely, [redacted]

July 6, 2016
 
Sergeant First Class [redacted], USA (Ret.)
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your submission regarding your June 11, 2016, homeowners claim.
 
I understand [redacted], of our staff, spoke with you about the...

claim.  As she explained, a thorough review of your situation was completed; however, no new information was discovered to warrant a change in our coverage decision.  We analyze each loss on its own merits, and we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy.  While we regret any inconvenience this matter may have caused you, we respectfully disagree with your allegations of wrongdoing.  If you have any additional questions, Ms. [redacted] remains available to assist you.
 
Thank you for allowing us the opportunity to review your concerns and reply.
 
Sincerely,
 
[redacted]

July 14, 2017
Sergeant First Class [redacted], USAR
Complaint ID #: [redacted]
Dear Sergeant [redacted] 
I am responding to your submission regarding your 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 the opportunity to reply.
Sincerely,
[redacted]

August 12, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your second submission regarding your automobile claim.   Our records confirm that you filed an inquiry with the Washington Department of Insurance (DOI).  We will substantively respond to the Washington DOI.   Thank you for the opportunity to reply.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:  This response did not address my full complaint.  I have attached a copy for USAA to review since they want to gloss over answering my full complaint.  I have also attached documents showing how the liability coverage was lowered when the claimants were suing for the liability limits and then amended back to full liability coverage after the claimants received the lowered limits 15000/30000 instead of the full 50000/100000 they were LAWFULLY entitled to.  The complaint with supporting documentation speaks volumes about all the core values USAA really (in fact) has.  The fact that USAA is acknowledging illegally locking/blocking my account speaks volumes as well.  FYI the Revdex.com's own website gives USAA an A+ rating but the negative responses/reviews about USAA are at 88%.  That is magic math if I ever saw any.  An 88% negative reviews/responses speaks volumes about USAA's core values as well.I am waiting for USAA to address my complaints fully.  Obviously, they refuse to do that,  I suspect to protect the damage they have already committed against themselves.
Regards,
[redacted]

April 15, 2015 Specialist [redacted], USA Complaint ID #: [redacted] Dear Specialist [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) checking account. As [redacted], of our staff, advised, the FSB sent you a Notification of Overdraft along with...

monthly bank statements showing the account was overdrawn. After being overdrawn for over 40 days, the account was charged off for $111.15, and an Advice of Closed Account notice was mailed to you. [redacted] explained that you would need to contact the collection agency to make payment arrangements and to discuss removing the account from collections. We would like to discuss your auto insurance policy with you at your earliest convenience. Please call [redacted], of our Policy Service staff, at [redacted]) or ###-###-####, Extension [redacted]. She will be happy to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

October 29, 2015Ms. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your submission regarding your automobile claim.  We were unable to identify the appropriate claim based on the information supplied and have left you messages requesting additional details. ...

Please provide us with the claim number, insured name, address, and/or other additional information that may assist us in locating the correct file.  Thank you for allowing us to reply to you.  Sincerely,[redacted]

November 21, 2014[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding your August 23, 2014, automobile 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.  In so doing, it is necessary to gather information to facilitate a thorough investigation and to formulate a sound conclusion.  Thank you for speaking with [redacted], of our Claims staff, who explained the investigation process in detail.  We appreciate your cooperation and your patience while we resolve the claim.  If you have further questions, [redacted] remains available to assist you and may be reached at (210) 531- USAA (8722) or (800) 531-8722, Extension [redacted].[redacted], it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we do, and we strongly disagree with your allegations of impropriety. Thank you for allowing us to respond to you.Sincerely,[redacted]

September 20, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your automobile claim, and we regret any frustration you may have experienced. Thank you for speaking with [redacted], of our staff, who discussed...

your concerns.  I understand that an additional payment for rental reimbursement was provided to you via electronic funds transfer on September 12, 2016.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, Kimberly Muniz

July 1, 2016
 
Sergeant [redacted]. [redacted], USA
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your submission regarding the January 22, 2016, homeowners claim.
 
Thank you for bringing this matter to our attention.  [redacted], of our staff,...

attempted to reach you by telephone to address your concerns.  Should you wish to discuss the matter, Ms. [redacted] can be reached at [redacted] or [redacted], Extension [redacted].
 
We appreciate the opportunity to reply to you.
 
Sincerely,
 
[redacted]

June 3, 2016 Mrs. [redacted]. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the credit card you hold with USAA Federal Savings Bank (FSB). I regret any inconvenience you experienced as we strive to provide quality service to our entire membership. Thank...

you for speaking with [redacted], of our FSB staff, who reviewed your account, verified your address, and reimbursed the $25.00 late fee. As you discussed, she remains available to confirm your next statement is delivered to your current address. 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.

December 31, 2015
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding an automobile loan you held with the USAA Federal Savings Bank.
Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau...

(CFPB).  We responded to the CFPB on December 29, 2015.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

January 16, 2015 Petty Officer First Class [redacted], USN Complaint ID #: [redacted] Dear Petty Officer [redacted]: I am responding to your second submission regarding your February 24, 2014, automobile claim. We responded to your complaint on January 7, 2015, and to the Washington State Office of Insurance Commissioner on January 8, 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. Thank you for the opportunity to reply. Sincerely, [redacted]

November 21, 2014
[redacted]
Complaint ID #: [redacted]
Dear [redacted]
This letter is in response to your November 10, 2014, rebuttal submission regarding the September 19, 2014, automobile claim.
We provided detailed responses to the Pennsylvania Insurance Department and the State of Delaware Department of Insurance on November 11, 2014, and November 14, 2014, respectively.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]