USAA

Complaint[redacted]
I am rejecting this response because:This policy was started online and was reviewed by USAA over the phone where the person made changes to the account and was supposed to match my Progressive insurance.  The person admitted making a mistake later on and tried to fix this mistake on November 17th.  They made adjustments to the account and stated they made a note to the account with the adjustments.  This was admitted by the representative again when they contacted me about the Revdex.com complaint and was even stated that it showed there was an error made on USAA's side when the claim person contacted me from the Windshield company.They have admitted numerous times they made an error by setting up my insurance.  They stated that it shows in their system that I should not have had a deductible for my windshield and there's conflicting claims in the system and it's all right there in the system that there was an error done by USAA.  USAA is just not wanting to fix their mistake.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The federal government is looking into the people who called me to make them say how they got my personal number from YOUR SITE.  If they came from your company then we will ALL see each other in court.
Regards,
[redacted]

October 12, 2016 Mrs. [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]: This is in response to your submission. Thank you for speaking with [redacted], of our staff, about the investment application for your son. I understand she addressed your concerns about the...

application.   If you have additional questions, Ms. [redacted] remains available to assist you at [redacted] or [redacted], Extension [redacted].  We appreciate you allowing us to reply to you.   Sincerely, [redacted] USAA means United Services Automobile Association and its affiliates. Accounts are introduced and brokerage services provided by USAA Financial Advisors, Inc. (FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPC. Clearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC.

February 6, 2017
Chief Petty Officer [redacted], USN (Ret.)
Complaint ID #: [redacted]
Dear Chief [redacted]:
I am responding to your submission regarding your auto claim.
We regret any frustration you experienced, and we appreciate you speaking with [redacted], of our staff, who...

explained that we completed another review and advised you of the updated settlement offer. We are pleased to learn that an amicable resolution was reached. If you have any additional questions, Ms. [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: USAA had that same rep call me back an she was trying to go back on what she had said. Now since I filed this complaint with the Revdex.com, USAA is not handling any part of my claim. They will not call me back about my property claim, an when I finally did call an get intouch with a rep, they informed me that they wanted pics, receipts or statemtnts from people who gave me item as gift for every item over $500. All because I filed this complaint to the Revdex.com... USAA is really not who they say they are. 19 yrs if traveling arojnd the world in Army an some one breaks in an steals everything of value from you an this is how you are treated. No wonder most soldiers are going to different companies instead if yours. The fact is its on tape what she said about your vompany being wrong an you all dont wanna admit it an now im a target. Thanks for not taking care of your customers.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]   I would like USAA to contact [redacted] on my behalf to resolve this issue.Contact Information : [redacted]Address : [redacted]Fax: [redacted]Phone : [redacted] email : [redacted]

July 6, 2016
 
Ms. [redacted]
Complaint ID #: [redacted]
 
Dear Ms. [redacted]:
 
I am responding to your submission regarding your automobile policy coverage and your automobile claim.  We regret any frustration you have experienced.
 
Thank you for bringing this...

matter to our attention.  I understand that [redacted], of our staff, reviewed your account, discussed your concerns, and confirmed USAA backdated your coverage for rental reimbursement to June 1, 2016.  In addition, Mr. [redacted] has discussed the decision with our claims department who will continue to work with you to resolve the claim.
 
Ms. [redacted], should you have any further questions, Mr. [redacted] remains available to assist you.  We appreciate you allowing us to reply to you. 
 
Sincerely,
 
Ruben Garcia

Complaint: [redacted]
I am rejecting this response because:neither my wife nor I requested to have our deductible raise to 500.00. Please correct this issue and lower the deductible amount 
Regards,
[redacted]

May 28, 2015 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile claim. Our records confirm that you filed an inquiry with the Texas Department of Insurance (DOI). We will respond to Texas DOI accordingly. Thank you. Sincerely,...

[redacted]

November 4, 2014
[redacted] Complaint ID #:[redacted]
Dear [redacted]:
I am responding to your submission regarding your homeowners insurance payment.
Thank you for speaking with [redacted], of our staff, who explained that we did not receive a payment from your mortgage company...

for the 2013 homeowners policy term after two billing notices had been sent to them. Therefore, you were billed for the outstanding premium. On October 28, 2014, [redacted] spoke with your mortgage company, which confirmed that a payment was not submitted for the 2013 policy period, but they did not release the reason. While we did receive payment from the mortgage company for the 2014 homeowners insurance term, we did not receive payment from you for the automobile insurance policy, which was canceled due to nonpayment on October 20, 2014.
We appreciate you allowing us to review this matter. We recommend that you contact your mortgage company regarding any funds remitted to them for insurance purposes. Should you have further questions, [redacted] remains available to assist you, and he may be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension [redacted].
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I was made aware of the guttering pulled away from the house just hanging there, shingles were raised, flashing needed to be retarred to prevent leakage.  I have presented pictures of the issues when I informed your people what I was doing initially they informed me it would be a non issue.  So let me get this straight.  I paid a roofer to fix the immediate issues before the next storm was coming later that week, to prevent water going into the basement and start mold issues, as well as retarring the raised shingles and for this I clearly paid him $500 for the emergency repairs.  You are now denying me the $500 which was spent, plus you are charging me an additional $500 for the damages I did suffer.  So to make a long story short I am being charged $1,000 deductible instead of the $500 which my policy states.
Regards,
[redacted]
  6 Attached Images  6 Attached Images

March 17, 2017
[redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile claim.
Our records indicate that you are represented by an attorney. Our adjuster is working with your attorney to bring this claim to an appropriate...

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

Complaint: [redacted]
I am rejecting this response because: My insurance rate has gone up. The policeman stated several times I was in the right to pass.
Regards,
[redacted]

August 16, 2016
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your April 6, 2016 automobile insurance claim.
[redacted], of our staff, completed a thorough review of the claim, and confirmed the rear bumper,...

Bluetooth failure, and engine knocking were unrelated to the accident. This was verified by two appraisers and two different dealerships who stated the issues were due to wear, tear, and known defects. On several occasions you were advised you could obtain your own diagnostic, but no documents were ever received. At this time no new information has been presented to justify a change in our decision.
In regards to the vandalism claim, a review of the file shows you were made aware the $500.00 deductible would apply at the beginning of the loss. Should you have additional questions, Ms. [redacted] remains available to assist you.
In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy. Occasionally, this involves delivering news which we know our members may find disappointing. We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

February 16, 2015 Master Sergeant [redacted], USAF (Ret.) Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your vehicle claim. I understand that you spoke with [redacted], of our Advocacy and Resolution Team, and that your claim payment posted to...

your USAA Federal Savings Bank account on February 4, 2015. Should you have any further questions, please contact [redacted] at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

June 9, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding your insurance policies. Our employees are expected to be courteous, professional, and informative and to handle matters in a timely manner; I regret that was not...

your experience.
I hope you found your conversation with [redacted], of our staff, responsive to your concerns. As she advised, the homeowners policy was canceled, the non-payment cancelation was rescinded, and the automobile and valuable personal property polices were reinstated without a lapse in coverage. If you have additional questions, Ms. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

[redacted]
Dear Corporal [redacted]:
I am responding to your second submission regarding your credit card.
We responded to your complaint on May 2, 2016.  While we recognize that you disagree, we feel confident that the correct decision has been made.  We feel that the appropriate actions were taken.  No new information has been presented that would warrant a change in our position. 
Thank you for another opportunity to reply.
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.

November 4, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your second submission regarding the non-sufficient funds fees that posted to your USAA Federal Savings Bank Account.   We responded to your complaint on October 31, 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]

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: 11681698 I am rejecting this response because we have suffered out of pocket expenses due to USAA's errors and there are still administrative errors that USAA must correct.  We worked extensively with Ms. [redacted] and do not desire to work with her as she was largely unresponsive and did not know the basics of our claim.  We talked with Ms. [redacted] on August 2nd, she assured us the loan had been paid off which was incorrect.  She did not even know the US Bank loan had not been paid off until we call on Aug 11th because US Bank had paid the taxes. The following issues remain unresolved.  They cannot be corrected by us and require action on USAA's part to correct. 1. To correct the three outstanding mortgages on the Chesapeake, VA tax and deed documents, USAA is required to issue a Certificate of Satisfaction to remove the original US Bank mortgage. USAA must also correct its own errors to remove the double mortgage documents (July 21st and Aug 18th). These instructions are per the Chesapeake County Court/Tax/Deed office that were provided to us when we called that office to determine what had happened with the tax payments. 2. USAA has still not provided us a full closing document package for this mortgage which should show clearly the tax payments in question and final disbursement of all funds.  3. USAA should refund us the excess property tax prepayment, which YOU (USAA) were refunded by Chesapeake County via check, in the amount of $205.48. During our phone conversation with the Chesapeake tax office they informed us that USAA, not US Bank, was refunded the $205.48 in tax overpayment.  This IS an out of pocket expense for us that YOU (USAA) must remedy. 4. (YOU) USAA have yet to refund the software formula error that reduced our aggregate adjustment by $369.17. This IS an out of pocket expense for us that YOU (USAA) must remedy. 5. After multiple conversations with Ms. [redacted], she finally, on August 2nd, realized that USAA had been using the wrong payoff amount since May and admitted that when she actually looked at the payoff letter from US Bank the payoff amount should have been $405,259.89. USAA should refund the difference of the incorrect payoff amount of $290.58. On page 3 of the closing documents on 23 July USAA listed the payoff amount as $405,550.47. Ms. [redacted] stated we would be refunded the difference in anything that was overpaid.  This IS an out of pocket expense for us that YOU (USAA) must remedy. Again, we have no confidence in Ms. [redacted]' ability to look at the correct documents as it took us nearly a month to get her to realize she was not using the correct payoff letter from US Bank. She also told us on August 2nd that the loan had been paid off when she had not idea that this was untrue until we corrected her on August 11th.   Regards, [redacted]