USAA

May 22, 2015 Staff [redacted], [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your automobile claim from January 18, 2015. We responded to your complaint on May 11, 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 review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

September 30, 2015
[redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the handling of your claim. Our employees are expected to be responsive and helpful, and I regret that this was not your experience. Coaching has been provided to those...

involved based on your feedback. Thank you for speaking with [redacted], of our staff, who addressed your concerns and discussed the status of the claim. Our records indicate that settlement was sent to you on September 25, 2015. Should you have any further questions, Ms. [redacted] remains available to assist you. Thank you for bringing this matter to our attention and 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]

Complaint: [redacted]
I am rejecting this response because: The same reason as last time. Unfortunately nothing has changed I emailed [redacted] a week ago and, spoke to her via phone. My adjuster claims the same thing that the other two claimed that they were out of town. I emailed, called, and, sent them emails no reply. Although my case happened July 4, 2017 and, it's still on going with outstanding "medical bills" not to mention this is my third adjuster and, why do they continuously keep sending for a resolution when they know my case wasn't settled properly the first time so I've filed a under insured policy on my usaa policy which shouldn't have had to be the case however; it was. Worst company very inadequate Customer service or concern still from July 4 to counting! I will be getting transcripts and, still itemizing my discrepancies via their " corporate office" and, certified mail. One of my bills is 95,000 as a result of hospital bills and over 120,000 Total they didn't max out the At faults USAA policy or offer half of medical bills, or pay my loss wages so I'm being discriminated against, and the company is still acting in "bad faith"! Almost 3 months since my car has been totaled and, I substained injuries and, pain I'm still experiencing off and, on. It's horrible customer service and, unimaginable also; unacceptable that they still want to close a Revdex.com complaint when my case isn't even closed. Just another adjuster dragging his feet within their company to further prolong settlement of my case. Highly upset   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
No one ever notified us that you were taking two payments back to back at one time!! Is that how you treat your disabled veterans??? I want the overdraft refunded Not everyone has a computer or is computer savvy! I will write to the commissioner of insurance
Regards,
[redacted]

July 20, 2016 Mrs. [redacted]. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your accounts with the USAA Federal Savings Bank (FSB). We have previously addressed this in submissions from Mr. [redacted]. In accordance with the USAA Depository Agreement and...

Disclosures, which is provided to all account holders at account inception, the FSB may close your account at any time without advance notice. Likewise, the FSB credit card accounts are governed by the USAA Credit Card Agreement (Agreement) that is given to cardholders at the time the account is established. The Agreement states that the FSB may close or suspend an account at any time without prior notice. [redacted], of our staff, attempted to reach Mr. [redacted] to discuss this. She validated that your account access was restricted in accordance with our business policy; that your credit card account was revoked; and that notification was mailed to you on June 1, 2016, indicating your deposit accounts would be closed on July 1, 2016. In addition, your debit cards are active and available for your use until July 1, 2016. If you would like to close the remaining accounts sooner or need assistance with other existing USAA accounts, our representatives are available by phone, regular mail, or fax. Mrs. [redacted], the FSB complies with all banking regulations and with our core values of service, loyalty, honesty, and integrity. We strongly disagree with your allegations of wrongdoing and respectfully decline to restore your account access. Ms. [redacted] is 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] 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.

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: The mechanical damage to vehicle was caused by the tow truck driver that USAA contracted to move the vehicle from my driveway to a car repair shop. I advised tow truck to NOT start the vehicle, he ignored my request and drove it onto the truck. USAA's affiliate requested photographs of the engine to determine the condition of said engine. The engine needed to be disassembled by the repair shop for them to provide the photographs and I was told they would pay for the cost incurred. They have refused to pay for the cost of obtaining the photographs that they demanded. USAA has dragged this investigation out for 7 months.  I was a commissioned officer in the U.S. Army with 42 years of total service and I have never been treated so poorly.
Regards,
[redacted]

July 2, 2015 [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the fraudulent charges on your USAA American Express® credit card.  We strive to provide quality service to our entire membership, and I apologize that you...

had to contact us more than once to address this matter.   Thank you for speaking with [redacted], of our staff, who reviewed the account activity with you and uncovered five additional fraudulent transactions.  A total of $426.92 was credited to your credit card account on June 23, 2015, for the charges you incurred.  Should you have any additional questions, Ms. [redacted] can be reached at [redacted]   We appreciate the opportunity to review your concerns and respond to you.  Sincerely, [redacted]  Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

December 8, 2015Ms. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:This is in response to your submission.    Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We will respond to the CFPB accordingly.Thank you for the...

opportunity to reply.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:Matter not resolved. To USAAAccident was No. 7th. Claim # [redacted]
I have no car and a BB&T loan not paid off. I want this resolved and to paid for a down payment on a car!You go 3 months without a ca. How much and how long would they pay for a rental? This is unbelievable!!!!
Regards,
[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]

September 2, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) debit card and your service experience.  I regret any frustration or inconvenience this caused you.  Thank you...

for speaking with [redacted] of our staff, who explained that your debit card was restricted due to a system error caused by an associate.  I understand that he assured you that coaching would be provided.  Please know that we strive to offer quality service to our entire membership.   We appreciate you allowing us to reply to you.  If you have any other questions Mr. Gonzalez remains available to assist you. Sincerely, [redacted]

October 7, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your membership security and I apologize for any frustration this matter may have caused.   Unfortunately, [redacted], of our staff, was...

unsuccessful in his attempts to contact you by phone.  I regret that we did not meet your service expectations as we make every effort to ensure our members’ accounts are serviced and maintained efficiently and accurately.  Our research confirms that no fraud has taken place on your account; however, an opportunity was identified and coaching will be provided to ensure other members do not have a similar experience.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 4, 2017
Petty Officer, First Class Willis [redacted], USN
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your second submission regarding your April 12, 2017, automobile claim.
Thank you for speaking with [redacted], of our staff, regarding the status of the claim. As he explained, once the investigation is completed, a final determination will be made on coverage and you will be advised accordingly. Likewise, once our investigation is completed, we will decide if reimbursement for the rental vehicle is warranted.
Thank you for another opportunity to respond.
Sincerely,
[redacted]

June 15, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your automobile claim. I regret any frustration you may have experienced, and your feedback was shared with the appropriate areas.   Thank you for...

speaking with [redacted], of our staff, regarding your claim.  I understand a payment was issued for repairs to the vehicle on June 13, 2017.  Should you wish to discuss this matter further, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 31, 2015 [redacted] Complaint ID #: [redacted] Dear Mr. Samuelson: I am responding to your second submission regarding your homeowners insurance policy. Our records confirm that on March 11, 2015, you filed a complaint with the Washington State Office of Insurance Commissioner; case number [redacted]. We will reply directly to their office by April 2, 2015, addressing your concerns. We appreciate the opportunity to review your concerns again. Sincerely, [redacted]

Complaint: 10947170
I am rejecting this response because: Although they explained to me that they did not disclose all of the payment amounts that mysteriously were accrued, that is still not right. You cannot tell a person specifically they can expect to pay an x dollar amount, and then change that amount without expressly talking to that person. You do not get to raise a person's monthly amount and then just expect them to get in line with your program. The fact remains, theydid not explain from the beginning (when specifically asked) what all!! of the charges will be on the first payment. I would have thought in a conversation that took over an hour, that when specifically asked, it would have been ample time to state these are your payments, and unless you do this, this will increase. That part of the conversation never took place. This company had ample time to contact me personally that my payments will increase from $117.71 (which is what I was expressly explained) to $186.46 (the change amount is something close). You cannot change a person's monthly amount without speaking to a person. We had a verbal agreement, their representative expressly explained to me (because I asked specifically) that my first payment would be $117.71. They cannot just change that amount and not speak to me about it. They should have contacted me the next day! Explained everything to me, including this phantom Ky state charge, and how I needed to make the first payment in order for me to get the 6 month payment premium. This was NOT told to me.I asked about making a down payment, I was told by their representative that I did not need too. I asked about what my first payment will be, I was told $117.71 period! If I had not asked about all of the above, then all of this would be a wasted exercise. Make no mistake, they are not interested in resolving this, their bullying tactic of calling me and demanding that I just move forward was not going to fly. You cannot change someone's payment without expressly and verbally getting in contact with that person. If they had contacted me the next day, the next week....whatever I would have told them to forget it, and found a more reasonable amount. 
Regards,
[redacted]

July 8, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. Favors:
 
I am responding to your submission regarding customer service issues.
 
[redacted], of our staff, was unable to reach you regarding your claim.  As he indicated in his voicemail...

message, a letter confirming the details of our review will be sent to you under separate cover.  Should you have any further 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: The date listed for the claim they say they are taking off my record is not a valid date Dec 2016 has not occurred yet.  Additionally, because this was filed as a claim I was forced to use USAA because no insurance company would insure me for the last year.  Because of this my rate yearly premium was $375 over the average premium for my area and I had a deductible of over $12,000.  I am asking that the claim filed in Dec 2016???, be removed from my claim history as USAA has stated and that I am reimbursed $375.00 from USAA.
Regards,
[redacted]