USAA

From: Handler To: Revdex.com of Central, Coastal, Southwest Texas and the Permian Basin Subject: Respond to Complaint Revdex.com Corporate Office 1005 La Posada Drive Austin, TX 78752 Phone: ###-###-#### Fax: ###-###-#### [email protected] www.centraltx.Revdex.com.org 12/17/2014 December 17, 2014 [redacted]...

Complaint ID #: [redacted] and[redacted] Dear [redacted]: I am responding to your submissions regarding your valuable personal property (VPP) claim and your online access to your USAA accounts. As you know, your VPP claim from September 26, 2014, was declined for material misrepresentation. I understand you spoke with [redacted], of our staff, who informed you that the VPP policy states that you have one year from the date of loss to file suit against USAA for the denial of your claim. In keeping with the company’s core values and our commitment to the membership as a whole, we have adopted a policy which prohibits USAA and our affiliates from doing business, to the extent allowed by law, with members who have misrepresented facts to USAA. Accordingly, your access to usaa.com has been restricted. In addition, the USAA Federal Savings Bank (FSB) mailed a letter to your address on file advising we had exercised our right to discontinue doing business with you and were closing your accounts with the FSB on December 12, 2014. Your online access will remain restricted; however, you may mail correspondence to [redacted], or contact a representative by phone at (210) 531-USAA (8722). Our review found that your documents including your statements have been mailed to your address on file. You will continue to receive your statements by mail. I understand a letter was also mailed to your address on file on November 24, 2014, confirming that we would no longer automatically withdraw your insurance payments and that a paper statement was mailed to you. Thank you for allowing us to reply to you. We consider all matters closed. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:I do not believe it should take nearly 5 months for my insurance adjuster to request additional information from me. I have provided all information within my abilities in a very timely manor. I have recently been contacted by Mr. [redacted] and he has informed me that he will be handling my claim personally, from this point forward. He also mentioned that he expects to be able to settle my claim within the next 7 to 10 business days. After speaking with Mr. [redacted] I am confident my claim will be resolved soon, but will not be satisfied until it is.
Regards,
[redacted]

June 2, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB). The FSB handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is...

provided to account holders and is available for review on usaa.com. The DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as Deposit@Mobile®, for up to seven business days from the date of deposit. In some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant. Thank you for speaking with [redacted], of our staff, who provided you with the reasons the hold was placed on your deposit. After verifying that the deposit had been paid by the issuing bank, Ms. [redacted] removed the hold and funds were made available for your use. We thoroughly reviewed this matter and determined that the hold was placed appropriately. Therefore, we respectfully decline your request for reimbursement of moving expenses. Should you have any further questions, Ms. [redacted] remains available to assist you, and she can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

June 3, 2016
 
Sergeant First Class [redacted], USA
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your submission regarding your request for a copy of your check.
 
I understand that [redacted], of our staff, reviewed your account,...

and verified a copy was mailed to you previously. After Ms. [redacted] posted a copy of the check to your online account, she spoke with you on May 18, 2016 and confirmed you received the copy of the official check.
 
We appreciate you allowing us to review this matter and to reply to you.
 
Sincerely,
 
[redacted]

May 12, 2015 Sergeant First Class [redacted], USAR Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your March 31, 2015, automobile claim, and I regret any frustration and inconvenience you have experienced as we strive to provide quality service and...

fair claims handling to our entire membership. Thank you for speaking with [redacted], of our Claims staff, regarding the damage to your vehicle. I understand another inspection of your vehicle was completed on May 8, 2015, which determined that the wheel noises and damage are not accident-related. Please know that 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. Should you have any additional questions, Mr. [redacted] remains available to assist you. We appreciate the opportunity to review your concerns and to respond to you. Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have not been able to confirm the correct amount is bein reported.   A letter from the reporting agency is still needed. 
Regards,
[redacted]

May 25, 2016
 
Mrs. [redacted]
Complaint ID #: [redacted]
 
Dear Mrs. [redacted]:
 
I am responding to your submission regarding your automobile insurance policy.  I regret any frustration or inconvenience you experienced as a result of this matter.
 
I understand...

that [redacted], of our staff, reviewed your account, and confirmed the policy was canceled on the correct date.  Mr. [redacted] spoke with [redacted] on May 25, 2016, confirmed the refund check was correct, and discussed the amount with Mr. [redacted].  Our records reflect that the check has been cashed.
 
Mr. [redacted] remains available to address any questions you may have and can be reached at [redacted]
 
Thank you for allowing us to reply to you. 
 
Sincerely,
 
[redacted]

Complaint[redacted]
I am rejecting this response because:USAA failed to conduct a timely investigation of the accident.  According to the USAA claims adjuster, a statement was NOT taken by the DRIVER of the vehicle that was covered under the USAA policy until Feb. 3rd, 2017.  The accident occurred on Oct. 28, 2016.  Instead of taking a statement from the driver of the vehicle, a statement was taken from his parents on Nov. 1, 2016.  When a statement was finally taken from the driver a few weeks ago, he changed his story and lied about the lane that I was in.  The statement that I gave to our insurance company, TDI and USAA has stayed consistent.  To my insurance company, the other party conferred that I was in the middle lane.  I was in the middle lane of the road, turning left, obeying traffic signals, and was hit from behind by the other driver.  The other party initially stated that I could not turn left from the middle lane.  Once they realized that a left turn is legal from the middle lane on that road, they changed their story on Feb. 3rd and stated that I was in the far right lane, which I was not.  USAA failed to conduct a timely investigation of the accident by waiting to take a sworn statement from their driver until 3 months following the accident.
Regards,
[redacted]

January 13, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your December 24, 2014, rental reimbursement claim. I appreciate you discussing this matter with [redacted], of our staff. As she explained, 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 at the time of loss. Our records indicate you filed a claim on December 24, 2014, and added rental reimbursement to your policy six days later. In addition, based on the facts of the loss and your automobile policy contract, mechanical failure is not a covered loss in which rental coverage would apply. Therefore, we must respectfully decline your request to reimburse you for rental expenses. Thank you for allowing us to reply to you. Sincerely, [redacted]

July 6, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your December 2, 2016, renters insurance claim and I regret any frustration this matter may have caused.   Unfortunately, [redacted], of our staff,...

was unsuccessful in her attempts to contact you to discuss your concerns.  Currently, our records indicate that payment for your medical equipment was processed on June 23, 2017.  Thank you for your patience as we worked to resolve the matter.  Should you have additional questions, Ms. [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: It is not a response at all to the complaint made with the Revdex.com, a separate entity. USAA makes certain claims as to its business practices through its motto, "We know how to serve". USAA must be held accountable to honor its claims.Your non response is typical of USAA circumventing its responsibilities and its practice of poor communication. It is these two deficiencies in USAA practices that have created the impasse we now experience.USAA made a promise to do something. USAA was negligent in carrying out that promise. The result was damage to my vehicle and now to my person for the continues delays in USAA owning up to the obvious.
Cordially,
[redacted]  [redacted]

[redacted]
[redacted]
[redacted]
[redacted]
I am responding to your submission regarding your March 13, 2016, homeowners claim.
Our records confirm that you filed an inquiry with the [redacted] State Office of the Insurance...

Commissioner (OIC).  We will respond to the [redacted] State OIC accordingly.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

January 27, 2016
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your automobile claim.  Our employees are expected to respond to claims communications in a timely manner, and I apologize for any frustration you may have...

experienced. 
Many factors are taken into consideration when determining the actual cash value of a vehicle, such as the mileage, the options, and the condition of the vehicle.  [redacted], of our staff, was unable to reach you by telephone to discuss the matter.  Nonetheless, [redacted] completed a thorough review of the claim and found that the settlement offer for your [redacted] was appropriate.  Should you wish to discuss the details of the offer, [redacted] remains available, and she can be reached a[redacted] or [redacted] Extension 74778. 
We appreciate the opportunity to reply to you. 
Sincerely,
[redacted]

[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your second submission regarding your auto loan with the USAA Federal   Savings Bank (FSB).
We responded to your complaint on February 3, 2016.  While we recognize that you disagree, the FSB has confirmed that we are accurately reporting your loan payment history to the consumer reporting agencies.  No new information has been presented that would warrant a change in our reporting of the loan payment history.  However, we are happy to review any documentation you may have advising that you were told that no late payments would be reported to the consumer reporting agencies.  [redacted], of our staff, was unsuccessful in her attempts to contact you.  Please contact [redacted], to discuss this matter.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: If the Colorado law states that we can only have the rental car for three days past the settlement offer, then your company should send the check within those three days, not six days later. We received a verbal offer of settlement on July 29th, but the paperwork necessary to transfer the car to USAA was not sent until the next day.  We did everything on our end to send the title and sign over possession of the car immediately, but we did not receive payment until July 6th.  If you have accepted liability for the accident, it is unreasonable that we should have to pay for a rental vehicle for the days we are left without a car and without the money to be able to purchase a replacement.   We had to dedicate a great deal of time, money, and effort into finding alternate means of transportation because of USAA's inefficiency and lack of customer service.  To settle this, we would expect a payment to compensate us for this trouble.  
Regards,
[redacted]

January 20, 2017
Mrs. [redacted] Complaint ID #[redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your daughter’s December 23, 2016, automobile insurance claim.
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. A thorough review of your situation was completed, and our investigation determined that there was no collision coverage on the vehicle, as it was a storage policy. The renewal packet notates on the declaration page that the 2008 Chevrolet was in storage, and the important message section reflects a reduced premium was applied since the vehicle was in storage.
Thank you for speaking with [redacted] of our staff, who addressed your concerns and shared the aforementioned. Should you have any further questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to reply.
Sincerely,
[redacted]

November 25, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the September 30, 2016, automobile claim. In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and...

limitations of our policy.  I understand you spoke with [redacted], of our staff, who confirmed the rental and towing were arranged before the coverage questions were found.  As he explained, the claim is still under investigation by the Special Investigations Unit (SIU), and he will monitor the claim until the SIU investigation is complete.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

May 15, 2015 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the cash advance from your USAA credit card. Thank you for speaking with [redacted], of our staff, who explained the transaction fees for cash advances and convenience...

checks. Ms. [redacted] confirmed that the cash advance fee was refunded to your account as a courtesy. We appreciate the opportunity to respond to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

[redacted]
*
[redacted]
*
[redacted]
I am responding to your submission regarding your USAA checking account. 
Thank you for speaking with Michael Rico, of our staff, who processed a credit for the overdraft charges.  Mr. Rico...

remains available to assist you in obtaining the credit balance of your account, and he can be reached at [redacted]
We appreciate you allowing us to research and resolve this issue and apologize for any inconvenience. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My initial questions were never answered. I understood how the transactions were processed well before it was retold to me several times. No one I talked to could explain how the transactions in question were processed out of sequence and didn't post on my account when they were supposed to.
Regards,
[redacted]