USAA

Complaint: [redacted]I am rejecting this response because:I am always amazed at the willingness of businesses to LIE in order to make themselves look better.  I spoke to [redacted] about this matter over the phone.  SHE ACKNOWLEDGED THAT I WAS [redacted]NEVER[redacted] SENT A LETTER NOTIFYING ME THAT THE PAYMENT WAS DECLINED.Why the [redacted] is USAA now lying about this?  [redacted] said:> Our records reflect that on September 23, 2014, an insurance statement was generated advising you> that $277.41 would be debited from your checking account on October 1, 2014, and $277.42 on> October 15, 2014.  On October 3, 2014, we notified you in writing that the automatic payment was> declined by your financial institution.  The notification also explained that as a result of the> declined transaction, your Automatic Payment Plan (APP) was canceled.  On November 5, 2014, a> delinquency notice was mailed to you explaining that a $200.26 payment was due by November 13, 2014,> which included a $15.00 late fee.  On November 15, 2014, your online insurance payment for $569.83> was received.Go back and listen to the phone call between me and [redacted].  She even said that it was USAA policy - that their system does NOT generate ANY notice UNTIL the late fee has been issued!!!!!I NEVER RECEIVED A NOTICE IN SEPTEMBER OR OCTOBER SAYING THAT $277.41 WOULD BE DEBITED FROM MY CHECKING ACCOUNT.  (First off, the automated payment plan was for a credit card, NOT a debit card - seriously, did you even [redacted] try when you decided to make this [redacted] up?).  [redacted] made no mention of this in our phone call, and even said that your system does not send out these notices.I NEVER RECEIVED A NOTICE ON OCTOBER 3RD, NOR ANYTIME SINCE, SAYING THE PAYMENT WAS DECLINED.    [redacted] made no mention of this in our phone call, and even said that your system does not send out these notices. Seriously people, what the [redacted] is wrong with you?  [redacted] reversed the $15.00 late fee, confessed that the system had known issues and apologized (several times) that NO notices were sent prior to being charged the late fee.  And now here you are LYING: - you LIED about the type of charge (credit not debit) - you LIED about sending a notice of the automatic payment - you LIED about sending a notice of declined payment.That's a shame. I had this all worked out with [redacted], but now that you have LIED to the Revdex.com, I'm rejecting your response.  IF YOU DO NOT ADMIT YOU HAVE LIED, I WILL FILE A COMPLAINT WITH THE DIVISION OF INSURANCE.Have fun with that.Regards,[redacted]

December 2, 2015Mrs. [redacted] Complaint ID #: [redacted]Dear Mrs. [redacted]:I am responding to your submission regarding your homeowners claim and a checking account with the USAA Federal Savings Bank (FSB). [redacted], of our staff, was unable to reach you to discuss your concerns...

regarding your claim, and I understand that a settlement payment was issued to you.  If you have any questions, Mr. [redacted] remains available to assist you.  Regarding your checking account, our records indicate that consistent with the Depository Agreement and Disclosures (DAD), which is provided to all account holders when an account is opened, actions were taken on your initial deposit to offset a negative balance you had on a bank account you held with the FSB.  The DAD explains that the setoff of funds may occur at any time, without prior notice or demand, to pay any debt, whether direct or indirect, that you have with FSB.  For further details on this account, you may contact us at [redacted]  Thank you for allowing us to reply to you.  Sincerely,
[redacted]

October 11, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your recent automobile claim.   Thank you for speaking with [redacted], of our staff, who discussed your concerns.  I am sorry to hear about the...

frustration you recently experienced as we strive to provide quality claims service. Our employees are expected to be courteous and informative and to handle claims in a timely manner.  Coaching has been provided to those involved to ensure others do not have a similar experience.  Our records indicate that your rental car has been extended and that Ms. [redacted] would be monitoring your claim for ongoing repair.  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]

Complaint: [redacted]
I am rejecting this response because: There's still been no accepting of liability, and I've been out of work since April 9th. Trying to work from home, but being a property manager my job does require a vehicle. This process has been frustrating and the lack of communication is bad. But I kinda understand because I'm not the only individual with claims, but I've left voicemails that have not been returned. But I hope this situation gets better but thanks for trying. 
Regards,
[redacted]

November 14, 2016
[redacted] Complaint ID # [redacted]
Dear Ms.[redacted]
I am responding to your submission regarding your May 20, 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 to our entire membership.
A thorough review of your situation was completed, and our investigation determined that a payment for the repairs to your vehicle was issued on November 10, 2016. If you have additional questions, [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 17, 2015Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile loan experience. Thank you for speaking with [redacted], of our USAA Federal Savings Bank (FSB) staff, who thoroughly researched your concerns and...

determined that a system glitch caused the retirement income information from the automobile loan application you submitted on the USAA Mobile App to not be considered when the application was evaluated.  As such, we have submitted a request to the credit reporting agencies to have the inquiry removed, and we are working to rectify the system issue.  We ask that you allow up to 45 days for this credit update to appear.  It is important to note that the FSB acts in accordance with our core values of service, loyalty, honesty, and integrity.  While we recognize that an inadvertent error occurred, we reject your allegations of discrimination.  Should you have any additional questions, Ms. [redacted] remains available to assist you.  We appreciate you allowing us to research this matter and reply to you.  Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:  there is no resolution offered.  "Looking into it" doesn't instill much faith especially since communication is obviously not your strong suit.  Hence, why my c r sit just got dinged by your ineptitude and is causing a lot of headaches in my life now.  All for something that wasn't my fault.  All you have done is victimized someone who was already a victim of circumstance.
Regards,
[redacted]

October 21, 2016
Ms. [redacted]
Complaint ID # [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your September 28, 2016, automobile claim. I appreciate the opportunity to respond.
In the event of a loss, we are responsible for making decisions in accordance with...

the terms, conditions, and limitations of the policy. A thorough review of your situation was completed, and our investigation determined that your father removed the 2006 Nissan Altima from his policy in November 2015, via usaa.com. However, we have no documentation indicating the vehicle should have been added to your policy; therefore, coverage cannot be extended.
[redacted] has been unsuccessful in his attempts to speak with you regarding the aforementioned. However, if you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

February 28, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile insurance claim.
Our records confirm that you filed another inquiry with the Ohio Department of Insurance (DOI). We will respond to the DOI...

accordingly.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

October 14, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the automobile claim. [redacted], of our staff, was unable to reach you to discuss your concerns. I am sorry to hear about the frustration you recently...

experienced as we strive to provide quality claims service. Our employees are expected to handle claims in a timely manner.  Coaching has been provided to those involved to ensure others do not have a similar experience. After a conversation with your insurance carrier, a payment of $346.45 was issued to them on October 10, 2016.  If any other out of pocket expenses were incurred, please provide receipts for review.  If you have additional questions, Ms. [redacted] remains available to assist you.     We appreciate you allowing us to reply to you.   Sincerely, [redacted]

June 9, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission about your application for a VA mortgage loan.  I regret any frustration or inconvenience you may have experienced.
 
I understand that [redacted]...

[redacted], of our staff, spoke with you about your concerns.  As Ms. [redacted] advised, no service opportunities were identified following a thorough review of the handling of your mortgage loan application.  The mortgage was declined due to other factors not related to the appraisal.  Therefore, we respectfully decline your request for a refund of the earnest money. 
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

November 1, 2016
[redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding the October 20, 2016, automobile claim.
Our records confirm that your spouse, Mr. [redacted], filed an inquiry with the North Carolina DOI. We will respond to...

the North Carolina DOI accordingly.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

October 11, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your USAA accounts.  I regret any frustration this has caused.   Thank you for speaking with [redacted], of our staff, who advised that...

Federal law requires USAA to obtain, verify and record the customer’s name, address, date of birth and other information that will allow USAA to identify the customer when opening an account.  I understand she explained the documents needed in order to restore access to your accounts.  If you have any additional questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to respond to you. Sincerely, [redacted]

[redacted]
I am responding to your submission regarding your March 18, 2016, automobile claim.
Our records reflect that we faxed the requested documents on two separate occasions in April 2016.  We respectfully reject...

your allegation of retaliation as each claim is handled separately and evaluated on its own merits.  If you have additional questions, [redacted], of our staff, remains available to assist you and can be reached at [redacted] 
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. Thank you for quickly looking into this matter and working efficiently to fix the situation. Although after the problem was resolved I was unable to get the larger pickup truck due to availability issues outside your control I feel that in the future I will have a better outcome and hopefully other fellow veterans.
Regards,
[redacted]

November 18, 2014
[redacted]Complaint ID #: [redacted] 
Dear [redacted]:
I am responding to your submission regarding your application for a home mortgage loan with the USAA Federal Savings Bank (FSB). We regret any frustration you experienced, and we appreciate you bringing...

your concerns to our attention.
Our records reflect that when you applied for a mortgage loan, you indicated that you had started a new job and were in training; therefore, your loan was prequalified based on your training income and was conditionally approved pending additional information including the verification of your income. As such, we requested copies of your tax returns for the previous two years as well as a copy of either your current employment contract or offer letter. We also contacted your employer about your income upon the completion of your job training. Based on the information obtained, we were unable to approve the loan.
We appreciate you speaking with [redacted], of our FSB staff, who explained that we thoroughly reviewed this matter and confirmed that we set the appropriate expectations regarding the loan status. Please know that we adhere to our core values of service, loyalty, honesty, and integrity, and we do not engage in deceptive or unethical business practices. As [redacted] advised, we respectfully decline your request for refunds of the good faith deposit and inspection fees. If you have any questions, [redacted] remains available to assist you and can be reached at (210) 531-USAA (8722), or (800) 531-8722, Extension[redacted].
Thank you for giving us the opportunity to reply.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am not represented by any attorney or legal aid. Verify your information presented with your records. That's been another issue. No one person seems to know exactly what's going on or it can be spoke about. It all sounds like BS
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The entire claim process took longer than it should. USAA receives payment for the policy in a timely matter but when services are needed from USAA they take their sweet time and make the insured feel like I'm the one at fault. Horrible customer service from this company.
Regards,
[redacted]

January 16, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your Roth IRA Personal Pension Annuity (PPA) with the USAA Life Insurance Company. We strive to provide quality service to our entire membership, and our employees are...

expected to provide accurate information. I apologize for any frustration you may have experienced as a result of this matter. Thank you for speaking with [redacted], of our staff, who explained the situation and provided you with an option for accessing the cash value in your traditional IRA PPA, but you advised that you would call back if you were interested. Should you have further questions, [redacted] remains available to assist you and may be reached at [redacted], Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

November 21, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted].   I am responding to your submission regarding your recent auto accident.   I understand you spoke with Bernardo Melchor, of our staff, who discussed your concerns.  The adjuster...

handling the claim left you a voicemail message on November 9, 2016, detailing our liability decision.   Please know that we conduct business in keeping with USAA’s core values of service, loyalty, honesty, and integrity, and your allegations of unprofessional behavior and unreturned voicemails were unfounded.  Should you have additional questions, please contact your adjuster to discuss further.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]