USAA

February 4, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your homeowners claim and your home mortgage appraisal with the USAA Federal Savings Bank (FSB). Our records indicate a copy of the requested repair estimate was mailed to you on January 20, 2015, and a copy of the home appraisal was provided to you online two days later. We have enclosed a copy of each document here for your convenience, and you may also log on to usaa.com and go to “View Documents” to review the appraisal. Unfortunately, [redacted] and [redacted], of our FSB staff, were unsuccessful in their attempts to reach you to discuss the home mortgage appraisal. [redacted] and [redacted] remain available and can be reached at [redacted] or ###-###-####, Extension [redacted] and Extension [redacted], respectively. We appreciate the opportunity to respond to you again. Sincerely, [redacted] Enclosures

February 23, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your term life insurance application.  I regret any frustration this situation has caused.   Thank you for speaking with [redacted], of...

our staff, who carefully reviewed your account.  He verified that there was never a promise made to insure.  He confirmed that you were advised that a decision was subject to review of medical records.  Mr. [redacted] determined that the decline decision will stand due to your medical history.  If you have any other questions regarding this matter, Mr. [redacted] remains available to assist you.   We appreciate the opportunity to review your concerns and reply to you.   Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: I received many emails and calls from USAA but none from the person who allegedly tried to reach out to me.
Regards,
[redacted]

October 20, 2015 [redacted] Complaint ID #: [redacted] Dear Private Weeks: I am responding to your submission regarding your accounts with the USAA Federal Savings Bank (FSB). As indicated in a prior notice we sent to you, consistent with federal law, the FSB is required to obtain...

information that allows us to verify our customers. Thank you for speaking with [redacted] of our staff, who discussed your concerns and the FSB’s decision to discontinue doing business with you. Ms. [redacted] remains available to assist should you have any further questions. Thank you for 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.    Thank you so much for assisting in this matter.  
Regards,
[redacted]

December 28, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your November 30, 2016, automobile claim. Our records indicate that you are represented by an attorney.  The adjuster is working with your attorney to...

bring this claim to an appropriate resolution.   We appreciate you allowing us to reply to you.   Sincerely,*
[redacted]

October 25, 2016
Mr. [redacted]
Complaint ID #: 11752223
Dear Mr. [redacted]:
I am responding to your submission regarding your August 9, 2016, automobile claim.
Our records confirm that you filed an inquiry with the Washington DOI. We responded to the Washington DOI on October 21,...

2016.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

August 29, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile insurance policy.  I apologize that we did not meet your service expectations 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 an adjustment was inadvertently made to your policy without your authorization, and you have since agreed to remove your son as a non-licensed driver.  Please know that your situation was shared with our management team as we are continuously seeking ways to improve how we do business.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Ms. [redacted] remains available to assist you. Ms. Adams, we appreciate you allowing us to reply to you.   Sincerely, [redacted]

February 19, 2016
[redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile policy.
I understand that [redacted], of our staff, spoke with you about your concerns.  As Ms. [redacted] explained, a nonpayment...

cancellation notice was mailed to your address on file and two emails were subsequently sent with a reminder of the pending cancellation.  We were later informed the email address was out of date and that you had since updated it on your spouse’s profile.  Ms. [redacted] confirmed that a new automobile policy would need to be issued and a down payment would be required.  We regret any inconvenience you may have experienced.  Should you have any further questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

May 31, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your automobile insurance policy.
We responded to your complaint on May 12, 2017. [redacted], of our staff, previously spoke with you explaining the remaining balance owed. No new information has been presented that would warrant a change in our position. Should you require further assistance, Mr. [redacted] remains available.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

August 16, 2016      Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your USAA Federal Savings Bank deposit account.    Thank you for speaking with [redacted], of our staff, who...

explained to you that your account would be closed in accordance with USAA’s Depository Agreement and Disclosures.  I understand that the joint account holder was able to transfer funds to another account.   We appreciate you allowing us to reply to you.  If you have any additional questions, Ms. [redacted] remains available to assist you.   Sincerely,   [redacted]
Tell us why here...

[redacted]:
I am responding to your second submission regarding your joint bank account with the USAA Federal Savings Bank.
We responded to your complaint on March 29, 2016.  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; however, we consider this matter closed.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
I am responding to your submission regarding correspondence received at your residence addressed to the previous tenant.
[redacted], of our staff, was unsuccessful in her attempts to reach you by...

telephone.  I understand that she sent you an email message advising that we have removed the address as you requested.  If you have additional questions, Ms. [redacted] remains available to assist you and can be reached at ###-###-####, Extension [redacted]
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

February 1, 2016 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile claim. Our employees are expected to respond to claims correspondence in a timely manner, and I apologize for any frustration you may have...

experienced. I understand that [redacted], of our staff, was not afforded the opportunity to discuss your concerns. Nonetheless, Ms. [redacted] thoroughly reviewed your claim and confirmed that your accident is a collision loss based on witness testimony that you shared stating another vehicle hit your vehicle. As indicated in the auto policy, “’Collision’ means the impact with an object and includes upset of a vehicle. Loss caused by the following is covered under Comprehensive Coverage and is not considered collision: fire, missiles or falling objects; hail, water or flood; malicious mischief or vandalism; theft or larceny; riot or civil commotion; explosion or earthquake; contact with bird or animal; windstorm; or breakage of window glass…” Please be advised that you may use a shop of your choice for the repairs to your vehicle. Should you have any further questions, Ms. [redacted] remains available to assist you. Thank you for 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]

March 28, 2016 [redacted]
Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding a debit card dispute with the USAA Federal Savings Bank (FSB). We regret any inconvenience this situation may have caused you. Thank you for speaking with [redacted] of our...

FSB staff. I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us. As he explained, once the FSB received all of the necessary information, a provisional credit was processed to your checking account on March 18, 2016. Please be advised that the merchant has 60 days to respond and that the FSB will handle the dispute to conclusion. We appreciate the opportunity to reply. Should you have additional questions, Mr. [redacted] remains available to assist you. Sincerely, [redacted]

Complaint[redacted]
I am rejecting this response because: Any and every insurance company I have talked to has stated that they notify their customers and ensure that they acknowledge a change in the policy.. Once again MY policy was set up to renew every 6 months automatically there for I understand a change maybe in the pricing of a full coverage policy without notification.. But USAA CHANGED my entire policy without my understanding..No notification or anything.. they state that they sent it in the mail.. but how does that ensure that it gets from their company to my mailbox successfully without an issue in the delivery process??? I never once recieved ANY notification so how is this a CORRECT decision??? I never recieved ANY PHONE calls or emails.... MY WIFE and I went back to ALL of our emails and never recieved anything about a change...so how is this a CORRECT decision?? I chose to get a loan through USAA and have my full coverage on the vehicle through USAA... because I owed on the vehicle... and like I stated my renewal is set up automatically every 6 months... As a military service member I feel that I have been scammed because they changed my policy without my notification or ensuring that I fully recieved the policy change USAA has my PHONE nunber on file which contacts me directly and they never attempted to contact me this is a SCAM and I have a complete loss of my vehicle that we still have a loan with through usaa..... USAA has been very RUDE to me... and the NEW information that USAA should realize is that they SCAMMED me my WIFE was involved in a crash that she went to the medical hospital on base and determined that she had a concussion and we have proof... and USAA is suppose to cover our vehicle because we had full coverage that was changed without my permission or even my Acknowledgment.... I am very upset that USAA is treating me and my wife like this when our vehicle is totaled and she had a concussion and our coverage was full coverage... if this does not get resolved in the correct honest way then I am going to be forced to take it to the media and contact my legal officer... I am not going to let USAA treat me as a military member like this as well as my wife...
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I would like to receive a letter from USAA stating the disputed
amount of $464.35 was settle in my ([redacted]) favor, and I will not be
responsible for paying or repaying this amount, or additional fees or amounts
related to this vendor or transaction.
Regards,
[redacted]

March 29, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your automobile policy.  I regret any difficulty or inconvenience you experienced as we strive to provide quality service.
Thank you for speaking with...

[redacted], of our staff, who confirmed that changes to your coverage limits must be submitted by completing the Uninsured Motorists (UM) Coverage Bodily Injury Rejection/Selection form and selecting only one of the UM Limits.  Our records indicate that we could not make your requested changes as multiple limits were selected on the form you recently submitted.  I understand that Ms. [redacted] offered to guide you on how to complete the form on usaa.com or by fax; however, you declined.  Should you reconsider or if you have additional questions, Ms. [redacted] remains available to assist you.  
                                        ...⇄
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

February 20, 2015 Sergeant First Class [redacted], USARComplaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your second submission regarding your November 2, 2014, automobile accident.  While the damages to your vehicle were under your policy deductible, we actively worked to contact the claimant’s insurance company on your behalf.  However, the company indicated they did not have your contact information to facilitate their investigation.  I understand [redacted], of our Claims staff, advised that the insurance company determined coverage is available for the accident and that they are continuing to investigate the liability.  In addition, he obtained your approval to provide your contact information to the claimant’s insurance company.  The claimant’s insurance company will continue to work with you in the handling of the claim. Sergeant [redacted], we appreciate another opportunity to review your concerns.  Sincerely, [redacted]