USAA

June 22, 2016 Sergeant First Class [redacted], USA Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your second submission regarding your Valuable Personal Property Policy. We responded to your complaint on June 14 2016. While we recognize that you disagree with the outcome, we feel confident that the correct decision has been made. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I dont want to accept it because the complaint has not been resolved yet. What is the next step I have to do?
Regards, [redacted]

October 20, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your April 17, 2015, automobile claim. I understand [redacted], of our staff, sent you an email regarding this matter on October 1, 2015, and...

you indicated that you were satisfied with the resolution. Should you have any questions, Ms. [redacted] remains available to assist you. Thank you 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]

July 24, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your automobile loan with the USAA Federal Savings Bank. We replied to your complaint on July 9, 2015, and advised that we would respond to the Attorney General of Washington about your concerns. Our records confirm that you have since filed an inquiry with the Office of the Comptroller of the Currency (OCC). We responded to the Attorney General of Washington and to the OCC on July 24, 2015. We appreciate the opportunity to respond; however, we consider this matter closed. Sincerely, [redacted]

June 18, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding your property insurance. Our employees are expected to be courteous and informative in order to properly assist our members with their needs, and I regret any frustration you...

experienced. Please know that USAA works very hard to balance our commitment to individual members with our obligation to the association as a whole. Because of the occupancy information we received, it was necessary for us to take the appropriate underwriting action. I understand that on June 12, 2015, all of the essential underwriting criteria were reviewed with you, and rental property insurance coverage was issued effective June 19, 2015. Ms. [redacted], our decisions and actions are not made without careful consideration, and we remain committed to our mission of serving our members. Thank you for the opportunity to review your concerns and to respond to you. Sincerely, [redacted]

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I am responding to your submission regarding your automobile insurance policy.
Thank you for speaking with [redacted], of our staff, who confirmed that your ex-spouse and her vehicle were removed from...

your automobile policy effective December 10, 2015.  As Mr. [redacted] advised, the amount due to prevent a nonpayment cancellation was revised based on the adjustment to your policy.  I understand that you will continue to work with Mr. [redacted].
We appreciate your membership and the opportunity to address your concerns. 
Sincerely,
[redacted]

January 18, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your November 5, 2016, automobile claim, and I regret any frustration you experienced as a result of this matter. 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 Thank you for speaking with Angelica [redacted], of our staff, who explained the total loss evaluation process and how we determined the settlement value.  Ms. [redacted] identified an opportunity regarding the missed options in the first appraisal as well as your escalation request, and coaching was provided to ensure other members 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]

May 18, 2015 Staff Sergeant [redacted], USA (Ret.) Complaint ID #: [redacted] Dear Staff Sergeant [redacted]: I am responding to your submission regarding your January 13, 2015, property claim. We regret any frustration or inconvenience you experienced as USAA is responsible for analyzing each loss...

on its own merits and for making decisions in accordance with the terms, conditions, and limitations of the policy. Thank you for speaking with [redacted], of our Claims staff, who advised you that coverage would be afforded for this loss. Your adjuster will contact you further; however, should you have any additional questions, [redacted] remains available to assist you. Thank you for allowing us to review your concerns and respond 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; however, I am awaiting documentation (letters) from USAA stating all accounts are closed and all issues have been resolved. Please let USAA know that my lsat 2 phone calls to USAA, I was transferred 17 times. It has taken almost two months for this to get resolved and I am grateful for all (Revdex.com and USAA) that has helped to resolve this.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am pursuing a complaint with both CT Insurance Dept and Revdex.com. The fact that USAA has responded to CT Insurance Dept, does not obviate any of the issues I am pursuing via Revdex.com.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I did receive calls from [redacted] that I was unable to answer. The two messages that he left were identical recordings and were inaudible and, therefore, I could not determine his name or a number to reach anyone by. I have since called and left a message that he has yet to return.While I understand that conclusions were made that put me liable for my owns damages, the professionalism of your staff was unacceptable. During the claim, I was passed from auditor to auditor and told multiple things that, in the end, turned out to be false. The damages are minor and do not hinder my daily life. My question to you is why I would stick with a "cut rate" insurance like yourself, paying over a hundred dollars a month for your services, when I could get the same "care" for less? And, if this were to happen again, should I expect the same outcome from your staff? If so, please let me know and this complaint will be solved immediately.
Regards,
[redacted]

January 28, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your eligibility for USAA products and services. We regret any frustration you may have experienced as we strive to provide quality service and accurate information to...

our entire membership. Thank you for speaking with [redacted], of our staff, who clarified that our business policy, to the extent allowed by law, prohibits USAA Bank (Bank) and its affiliates from doing business with a member who has caused the Bank to suffer a financial loss due to a bankruptcy. This restriction is in place for seven years from the bankruptcy filing date. However, as Mr. [redacted] advised, you are eligible for non-Bank products and services, including property and casualty insurance. I understand that you declined to quote any property and casualty insurance products when you spoke with Mr. [redacted] on January 7, 2016. Should you wish to obtain information regarding non-Bank products or services, please contact us at [redacted]. We appreciate you allowing us to review your concerns and to clarify our position. Sincerely, [redacted]

August 12, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding the automobile claim.   We performed a scene investigation that included video of the lights at the intersection at the time of day the incident occurred,...

and it clearly shows you had a flashing red light and failed to yield the right of way.  An email with our liability determination was sent to the vehicle owner on August 8, 2016.  If you have additional questions, [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

February 15, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding a fraud investigation. According to the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, "If FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may 'freeze' (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities." As such, an investigation was initiated, and the joint savings account you shared with Staff Sergeant DeAngelo J. Carr was placed in a credits-only status in November 2015. It is important to note that the status of your individual checking account was not changed or restricted. Our records reflect that, in accordance with the DAD, the funds in the joint savings account were used towards a debt that you or the joint account holder has with the FSB, and then the account was closed. Should you have further questions, [redacted], of our staff, remains available to discuss your joint savings account with you. We appreciate the opportunity to review your concerns again; however, with the absence of any new information, we consider this matter closed. Sincerely, [redacted]

October 21, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the automobile claim, and we regret any frustration or inconvenience you experienced as a result of this matter.   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.  Thank you for speaking with [redacted], of our staff, who explained the supplement process if additional accident related repairs are needed, as well as the use of Quality Recycled Parts (QRP).  The QRP warranty is at the bottom of the estimate you were provided.  Based on the date you will be taking your vehicle to the shop, a rental reservation has been set up.  Ms. [redacted] also verified the estimate would be revised to remove the front bumper damage that you confirmed was not accident related.   While it’s clear we didn’t provide the level of service you deserve, we respectfully disagree with your allegations of wrongdoing. If 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: USAA continues to reject the value of my vehicle that is stipulated in court documents. This is a very complex situation and despite being member of USAA for 20 years our loyalty to the company they were unwilling to resolve this manner. Other insurance companies have the decency to honor a legal document/settlement instead of valuing a car at the market value knowing that the car value is significantly lower because of the VW cheating emissions scandal. We are not satisfied nor will we be because this was never resolved in the manner it should have been. 
Regards, [redacted]

February 28, 2017
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding the cancelation of your automobile insurance policy. We regret any frustration this matter may have caused you as we strive to provide quality service to all our...

members.
Thank you for speaking with [redacted], of our staff, who explained the policy remained active because USAA did not receive clear cancelation instructions. As a courtesy, we have canceled the policy effective January 18, 2017, and the associated fees have been waived.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

October 13, 2016 Master Sergeant [redacted], USAFComplaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your homeowners claim. Due to privacy laws in your state [redacted] and [redacted], of our staff reached out to you...

directly to address your concerns.  Should you wish to discuss the matter further, Ms. [redacted] and Ms. [redacted] remain available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

[redacted]
Complaint ID 11093230     
Dear Mrs. [redacted]:
This is in response to your inquiry regarding the October 13, 2015, claim. We regret any frustration this matter may have caused.
During our review of the claim, we identified opportunities for improved...

claim communication.  We have provided coaching to those involved to ensure improved performance in future situations.  
I understand that on February 5, 2016, [redacted] of our Advocacy Resolution Team spoke with you and apologized for the service you received.  As she explained, we have approved payment for the additional loss of use, and for the amplifier and speakers that were in your vehicle at the time of the accident. 
     
Mrs. [redacted], should you have additional questions regarding this matter, Ms. [redacted] remains available to discuss your concerns.  She can be reached at [redacted].
 
Sincerely,
[redacted]