USAA

November 4, 2015[redacted]Dear Mr. [redacted]:I am responding to your submission about the handling of your debit card with the USAA Federal Savings Bank.[redacted], of our staff, was unsuccessful in her attempts to reach you to address your concerns. ...

Nonetheless, Ms. [redacted] completed a thorough review of the matter and confirmed that the merchant obtained the new debit card information appropriately by utilizing the MasterCard Automatic Billing Updater (ABU).  The MasterCard ABU is a system used by registered merchants to avoid missed payments when a consumer’s debit card information is updated.  Should you have any questions, Ms. [redacted] remains available, and she can be reached at [redacted]Thank you for allowing us to reply to you.  Sincerely,[redacted]

February 9, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding reimbursement for removal of a tree on your property. We regret any frustration you have experienced as we strive to provide quality...

claims service to our entire membership. We appreciate you speaking with [redacted]s, of our staff, about this matter. Another thorough review of your claim information determined that our previous offer for reimbursement of the tree removal remains unchanged. Should you have any questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

December 16, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding your November 19, 2015, automobile claim.  I apologize for the frustration you experienced as we strive to provide quality service and fair claims handling to our entire...

membership.  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 other members do not have a similar experience.I appreciate the time you took to speak with [redacted], of our staff, about your claim.  As he advised, we issued a check for $403.13 for payment of the remote start on December 10, 2015.  Should you have any additional questions, Mr. [redacted] remains available and can be reached at [redacted].Thank you for allowing us to reply to you.  Sincerely,[redacted]

November 21, 2016   Master Sergeant [redacted], USA (Ret.) Complaint ID #: [redacted]   Dear MSG [redacted]:   I am responding to your submission regarding insurance experience and your recent claims loss.   Thank you for speaking with [redacted] and [redacted], of...

our staff, who discussed your concerns.  Our records indicated that Mr. [redacted] discussed your insurance billing and moved your daughter’s renters insurance to your name per your request.  Mr. [redacted] did identify a service opportunity and coaching was provided to those involved to prevent a similar occurrence.   Additionally, Ms. [redacted] discussed your Total Loss settlement.  After re-evaluating your claim we identified an error in our previous valuation; therefore, a supplemental payment will be issued to you.  If you have additional questions, Mr. [redacted] and Ms. [redacted], remain available to assist you.   We appreciate you 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.
Although I specifically said in my Revdex.com complaint that I did not want any further contact from USAA and I got multiple phone calls plus an email to my personal email from them regarding this complaint.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: usaa stated my complaint was a duplicate when in fact it was a complaint of current still getting email problems that were supposed to be solved.
Regards,
[redacted]

October 31, 2014
[redacted] Complaint ID #:[redacted]
Dear [redacted]:
I am responding to your submission regarding your September 26, 2014, property claim.
Our records confirm that you filed an inquiry with the Texas Department of Insurance (DOI). We will respond to the Texas DOI...

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

November 4, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your credit card with the USAA Savings Bank.   Thank you for speaking with [redacted], of our staff, regarding your concerns. Mr. [redacted] reviewed your...

account and determined that your account was handled appropriately. He confirmed that all returned payments were made using the mobile application. Mr. [redacted] advised that the credit balance would remain on your account. Per your request, he initiated a dispute with the credit bureaus and advised that this process can take up to 60 days to be completed.   I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Mr. [redacted] remains available to assist you and he can be contacted at [redacted] extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

[redacted]:
I am responding to your second submission regarding your vehicle claims.
Our records confirm that you filed an inquiry with the Georgia Office of Insurance and Safety Fire Commissioner (OISFC).  We will respond to the Georgia OISFC accordingly.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

October 30, 2014
[redacted]
Complaint ID #:[redacted]
Dear [redacted]:
I am responding to your submission regarding your automobile insurance policy (policy) premium.
I understand you spoke with [redacted] of our staff. As she explained, your policy was issued without a...

down payment resulting in five future payment installments. The policy is billed this way for the first term so that you are able to pay off the account balance prior to the policy expiration date. This ensures that you are not billed for an expiring policy at the same time you are billed for a renewal policy. [redacted] confirmed that your premium is $166.62 and a credit of $26.02 was applied to your policy as a courtesy. You will be billed $28.00 per month for the next five months starting with the statement sent November 13, 2014.
I apologize this information was not discussed with you previously. Coaching was provided to those involved to ensure other members do not have a similar experience. Please know that USAA acts in accordance with applicable state and federal laws as well as with our core values of service, loyalty, honesty, and integrity. We respectfully disagree with your allegations regarding our ethical practices. Should you have further questions, [redacted] remains available to assist you and can be reached at (800) 531-USAA (8722), Extension[redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

May 9, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your second submission regarding your automobile claim.
Thank you for speaking with [redacted], of our staff, who confirmed the diminution in value will remain as no new information has been presented that would warrant a change in our position.
Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, therefore; we respectfully disagree with your allegations of wrongdoing.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

August 19, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank. 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:Ma'am I have, in no way, hide the fact that I legal representation. The statement, "We are aware that you are represented by an attorney" to me sounds like this fact that was found out was later discovered by USAA. In the response there is no mention that USAA is and has been represented by an attorney as well. The statement, " The adjuster is working with your attorney to bring this claim to an appropriate resolve," is not true. The accurate statement is that your attorney repeatedly asks for irrelevant information from my attorney and I that we provide. This is meet with more request for irrelevant information and no information or feedback from USAA or their representatives. I believe it is fair to state that although you (USAA) states, "We know what it means to serve," Your Attorney does not. My attorney has honorably served our country in the United States Air Force.  I have, and still am, honorably serving our country in the United Army. I have over 20 years of unquestionable service. I can provide a DD 214 to verify this however I'm sure your attorney will not understand the significance of this document. As a repressive of USAA your attorney has questioned my values and integrity making USAA just another insurance company.Regards,[redacted]I am in receipt of your letter dated July 7, 2017. As indicated in my telephone message to you, while your letter asserts that your demand to inspect my client's cell phone is "reasonable and necessary", the continuing failure to communicate the status of this claim, why you are doing this in depth background investigation of my client, and why this claim has not been resolved some eight months after the fire which destroyed, not only my client's home, but his life, is unacceptable and beginning to look suspiciously like bad faith.If you wanted to see my client's phone, why didn't you ask when he was present for his sworn statement? Is this simply a delaying tactic where every request is followed by another, and another, until an inability to respond allows USAA to deny the claim?Neither this communication, nor any other communication from myself or Mr. [redacted] is a refusal to provide information reasonably necessary to address the claim. We have NOT declined to provide any information you have requested that is available to us at this point. We are demanding that a clear and cogent status of this case and the basis for these information requests be provided.[redacted] 
Regards,
[redacted]

December 27, 2016
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your September 29, 2016, automobile insurance claim. I regret any frustration you have experienced as we strive to provide quality service to all of our...

customers.
[redacted] of our staff, conducted a thorough review of your concerns. His analysis concluded that you were liable for 20 percent of the negligence that attributed to the accident. Consequently, on December 21, 2016, a check for $1,583.19 was issued to [redacted] to cover 80 percent of the damages to your vehicle. Should there be additional questions regarding this matter, Mr. [redacted] can be reached at ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted].
We appreciate the opportunity to review the matter and to respond to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The business never communicated their findings to me.  I have not received any payment or any contact in weeks.  If they ultimately send a reduced payment, I will contest it in court. USAA has acted in bad faith from the inception of my claim and they are unapologetic for these actions.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:While I appreciate that one issue has been resolved, the other has not.  Faced with either accepting or rejecting the response, I will have to go with the latter as the issue remains open, and in that regard, nothing has change since I made the complaint.
Regards,
[redacted]

July 28, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your automobile claim.  We regret any frustration or inconvenience you may have experienced, as we strive to provide quality service and fair...

claims handling.   Thank you for speaking with [redacted], of our staff, regarding your concerns.  The feedback you provided to Mr. [redacted] will be forwarded to the appropriate area for review.  I understand that you spoke with a claims service manager who addressed your concerns surrounding your HIPPA rights and you have since transferred your claim to your current insurance carrier.  If you have any additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

November 18, 2014
[redacted] Complaint ID #: [redacted] 
Dear [redacted]:
I am responding to your submission regarding your insurance billing and your deposit account with the USAA Federal Savings Bank (FSB).
A review of our records indicates that your automobile...

insurance premium changed as a result of adjustments you made to your policy. Copies of the changes were made available to you and were reflected on subsequent billing statements. On September 30, 2014, you scheduled a payment over the phone for $243.58 toward the balance of your insurance policies. The payment was presented twice to your checking account ending in 3928 with the FSB, and the payment was returned both times for insufficient funds. A returned check fee was charged to the balance of your insurance policies the second time the payment was returned, and two nonsufficient funds fees were charged to your FSB checking account.
On October 6, 2014, a nonpayment cancellation notice was sent to you with the minimum amount required by the due date to prevent the cancellation of your policies. On October 9, 2014, you scheduled a payment of $200.00 using a gift card, the payment was returned, and a returned check fee was charged. On October 24, 2014, your policies were canceled due to nonpayment of premium. An outstanding balance of $61.97 is due for coverage provided prior to the cancellation date. Our records do not reflect any requests from you to cancel your policies.
Please know that USAA follows all applicable federal and state regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity. We respectfully disagree with your allegations.
I understand that [redacted], of our Member Advocate Team, reached you by telephone, but you were unable to discuss your concerns at that time. Should you have further questions, [redacted] remains available to assist you and may be reached at (210) 531-USAA (8722) or (800) 531-USAA (8722), Extension[redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

May 18, 2016
Staff Sergeant [redacted], USA
Complaint ID #: [redacted]
Dear Staff Sergeant [redacted]:
I am responding to your submission regarding your USAA Secure Checking account.
[redacted] and [redacted], of our staff, were unsuccessful in their attempts to reach you...

by telephone to address your concerns.  A thorough review of your account shows that since April 4, 2016 no $200.00 payments or payment attempts have been posted towards your account. Regarding the 1099-C IRS form and the laws and regulations governing that form and usage, any questions should be directed to a tax advisor.  Please be advised that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we reject any allegations of impropriety.  Should you have any other questions, please contact Ms. [redacted] or Mr. [redacted].
Thank you for the opportunity to look into this matter and to respond.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because I have still not received money. As/of 3/16/2016, they have said that no payment has been send or pending. The inspection indicates that the remaining cost to fix the house is $2,057.47. However, USAA/DMI is still holding $74,072.00 of my insurance money. I need some of that money to pay the contractor.
Regards,
[redacted]