USAA

August 2, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your auto claim.
Thank you for taking the time to speak with [redacted], of our staff, and confirming the auto repair shop will be covering the excess rental for the...

corrective repairs. I hope that your conversation reassured you that your satisfaction is important to us. Ms. [redacted] remains available should you require any further assistance on this matter.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

June 21, 2016 Mr. [redacted]. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your checking account you hold with the USAA Federal Savings Bank (FSB). I apologize for any inconvenience and frustration you experienced as we strive to meet the needs of...

our entire membership. [redacted], of our FSB staff, was unsuccessful in reaching you by telephone to discuss the events that transpired with your debit card. Nonetheless, she completed a thorough review of your account, and she confirmed your new debit card was delivered to you and is now active. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

December 19, 2016 Second Lieutenant [redacted], USAComplaint ID #: [redacted] Dear Lieutenant [redacted]: I am responding to your submission regarding your November 18, 2016, automobile claim.  We regret any frustration you experienced as a result of this matter. Thank you for...

speaking with Tonya [redacted], of our staff, who confirmed a re-inspection of your vehicle was performed and a supplement for additional repairs was issued to you on December 7, 2016.  Our employees are expected to handle claims in a thorough and timely manner.  Please know that coaching has been provided to those involved to ensure others do not have a similar experience.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

January 5, 2016 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 further explained our position. Please know that no new information has been presented that would warrant a change in our decision. Mr. [redacted], we appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

May 10, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding a deposit hold with the USAA Federal Savings Bank (FSB).
Our records confirm that you filed an inquiry with the Office of the Comptroller of the Currency...

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

July 28, 2016 Mr. [redacted]. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your June 26, 2016, automobile claim and your Total Loss Protection (TLP) coverage with the USAA Federal Savings Bank (FSB). Thank you for speaking...

with [redacted], of our FSB staff, who assisted with the expedited processing of the TLP payment, resulting in the closure of the auto loan on the total loss vehicle.  I understand that [redacted], also of our staff, spoke with you regarding the rental limitation on total loss claims.  If you have additional questions, Ms. [redacted] and Mr. [redacted] remain available to assist you. We appreciate you allowing us to reply to you.   Sincerely,  [redacted]

June 16, 2017
Mr. [redacted] Complaint ID #: [redacted]
 Dear Mr. [redacted]:
I am responding to your submission regarding your rental car coverage. I regret any frustration and inconvenience this situation may have caused you.
Thank you for speaking with [redacted], of our staff,...

who explained your rental car coverage, and confirmed that we agreed to extend the rental car for two additional days. If you have additional 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:I am not satisfied with seeing a collision on my record PERIOD! There was no collision, I hit a pothole! When you look at my record you see "2005 BMW 325I 4D —Loss Type: Collision —Loss Date: 02/15/2017". I want that removed please! I understand that IF you look deeper into the "CLAIM" you see it is "Report Only"Status of Claim(Opens Pop-up Layer)Report OnlyUSAA Number(Opens Pop-up Layer)[redacted]Loss Date02/15/2017Type of ClaimAutomobile: Collision —Object in roadInsured Vehicle2005 BMW 325I 4D Location of LossSpokane, WAbut that is only after you open the claim. I was told that [redacted] must have not meant to actually file the claim but just put remarks. So USAA admitted the mistake and I want it reversed. I so appreciate your cooperation here.
Regards,
[redacted]

November 27, 2015Mrs. [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]:I am responding to your submission regarding the reporting of your credit card ending in [redacted].Thank you for speaking with [redacted], of our staff, regarding your insurance premium payment.The USAA Federal Savings Bank...

requested the removal of the delinquent reporting of your credit card ending in [redacted].  Our records confirm that we received your Consumer Financial Protection Bureau (CFPB) submissions about the reporting of your credit card ending in [redacted], and we will respond to the CFPB submissions accordingly.We appreciate the opportunity to reply.Sincerely,[redacted]Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

September 13, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your August 5, 2016, renters claim.  I regret any frustration you experienced as a result of this matter.   Thank you for speaking with [redacted]...

[redacted], of our staff, who explained the moving and storage coverage available under a renters policy.  Ms. [redacted] remains available to assist you should you have additional questions.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:Ma'am, up until yesterday I was attending Warrant Officer Candidate School. Given the nature of this course I was obviously quite out of touch with what was going on. I have been a customer of yours for many years, and up until now have had no complaints regarding your policies or practices. However we clearly need to figure out what went wrong here. I have every faith that an honest mistake was made, for I have never known USAA to intentionally defraud customers. I look forward to speaking with you or your representative soon.
Regards,
[redacted]

April 16, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your March 13, 2015, automobile total loss claim. Thank you for bringing your additional concerns to our attention. I understand that you spoke with [redacted], of our staff, who confirmed you received the payment and that you were not charged any fees. If you need additional assistance, please contact [redacted] at [redacted] or ###-###-####, Extension [redacted]. We appreciate the opportunity to respond to you again. 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.
THANKS USAA!!!
[redacted]

October 19, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your third submission regarding the accident on March 9, 2013. We appreciate you bringing your continued concerns to our attention. Our claims staff has followed up with you directly to address this matter and continues to be available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:After receiving a phone call from Mr. [redacted], he only forwarded the phone call to [redacted]. After being transferred to special investigator [redacted] he informed me that he was still awaiting a phone call from [redacted]. M[redacted] informed me prior to this that he had already contacted Mr.[redacted] and left him a  voice mail. After this brief dispute, Mr.[redacted] agreed to contact [redacted]l directly. 
Regards,
[redacted]

October 30, 2015Mrs. [redacted] Complaint ID #: [redacted]Dear Mrs. [redacted]: I am responding to your fourth submission regarding the accident on March 9, 2013. In response to your concerns, a letter was mailed to you on October 26, 2015.  We ask that you follow up and communicate with your adjuster directly to ensure your situation is addressed.  Thank you for allowing us to reply to you. Sincerely,[redacted]

August 11, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your auto claim.
Thank you for speaking again with [redacted], of our staff, about your concerns. Our records show that we agreed to reimburse you for the rental car as well as the police report, and the mileage driven to and from the police station. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

January 15, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your November 14, 2014, automobile insurance claim and regret any frustration this matter has caused you. Thank you for discussing this matter with [redacted], of our...

Claims staff, who addressed the reasons for the delays you experienced. As [redacted] explained, she will continue to work with you to bring your claim to an appropriate resolution. I appreciate the opportunity to reply to you. Sincerely, [redacted]

February 4, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding online access to your accounts. We responded to your complaint on January 22, 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. With regard to your bank statements, [redacted], of our staff, confirmed that the documents will be delivered electronically. [redacted], we appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

February 25, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the January 16, 2015, automobile claim involving [redacted] and a USAA insured. I regret the frustration you experienced as we strive to provide quality service and...

efficient claims handling. Our employees are expected to be proficient and informative and to handle claims in a timely manner. Please know coaching has been provided to those involved to ensure others do not have a similar experience. Thank you for speaking with [redacted], of our Claims staff, on February 19, 2015, who confirmed that we needed the correct vehicle title in order to finalize the total loss settlement. I understand that on February 24, 2015, we verified the vehicle title had been received and the claim payments have been issued to you and your lien holder, respectively. As [redacted] advised, we have reviewed your rental reimbursement and approved payment for additional rental expenses. [redacted], should you have additional questions, [redacted] remains available to assist you, and he can be reached at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to review your concerns and to reply to you. Sincerely, [redacted]