USAA

January 15, 2016 Ms. [redacted]. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile claim. We were unable to identify the appropriate claim based on the information supplied and have been unable to reach you at the telephone number you provided....

Please provide us with the claim number, insured name, address, and/or other additional information that may assist us in locating the correct file. Thank you for allowing us to reply to you. Sincerely, [redacted]

January 29, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile insurance policy. Our records reflect that the policy was issued to you with an effective date of August 3, 2013, and that at your request we canceled the policy...

with an effective date of September 27, 2013. I understand you spoke with [redacted], of our staff, who explained that we did not receive a payment from you for the time that coverage was provided to you and that we require the payment before a new policy can be issued. We respectfully decline your request to clear the amount from your account. Mr. [redacted], thank you for allowing us to reply to you. Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by USAA in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I'd like to thank USAA for their efforts to listen and satisfy my concerns.  They have once again, reassured my confidence and validated my trust in them as my only insurance carrier.I'd also like to thank the  Revdex.com for their role as a mediator.
Regards,
[redacted]

January 22, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding online access to your accounts. We understand each person has a unique financial situation and that certain life events outside of his or her control may cause...

difficulties. To the extent allowed by law, our business policy prohibits doing business with a member who has caused USAA to suffer a financial loss. This policy includes restricted access to usaa.com. Our representatives are available to process transactions or assist in servicing your existing accounts. Additionally, we offer a limited view of your accounts on mobile.usaa.com, which can supplement the account information you can get by mail or telephone. Thank you for speaking with [redacted], of our staff, who discussed your account status with you. We respectfully decline your request to reinstate your access to our website, and [redacted] remains available should you have additional questions. Thank you for allowing us to reply to you. Sincerely, [redacted]

July 30, 2015 [redacted]
[redacted]
[redacted] I am responding to your submission regarding your June 21, 2015, automobile claim. I regret any the frustration you experienced as we strive to provide quality service and fair claims handling to...

our entire membership. I appreciate you discussing this matter with [redacted], of our staff, on July 29, 2015. As Ms. [redacted] explained, another review of the claim details will be completed to ensure the correct liability decision is reached. We have received the accident scene diagram, and your adjuster will continue to work with you to obtain any additional information needed to re-investigate your situation. Thank you for allowing us to review your concerns and to respond to you. Sincerely, [redacted]

May 20, 2016
Mrs. [redacted]. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your automobile insurance policy.  I regret any frustration this situation may have caused.
Thank you for speaking with [redacted], of our staff, who...

accommodated your request to cancel the automobile policy effective February 20, 2016, and sent an email confirming the request had been processed.  There is no balance due, and all associated fees have been reversed.  If you have additional questions, Mr. [redacted] remains 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.
Regards,
[redacted]

October 10, 2016   Mr. [redacted] Complaint ID # [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your Texas auto policy cancellation. We strive to provide quality service to our entire membership, and we regret the frustration you experienced.  ...

Thank you for speaking with [redacted], of our staff, who explained that $9.01, was the amount due for coverage provided up to the cancellation date. He confirmed that the payment would be debited from your account on October 03, 2016.  I hope that your conversation with Mr. [redacted] reassured you that your feedback is important to us.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

January 23, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your December 24, 2014, rental reimbursement claim. [redacted], of our Claims staff, spoke with you on January 6, 2015, in an effort to explain the factors that led to our decision to decline rental reimbursement; however, she was not given the opportunity to do so. Should you have any further questions regarding the claim, [redacted] remains available and she may be reached at (210) 531-8722, Extension[redacted]. While we appreciate the opportunity to review your concerns again, we consider this matter closed. Sincerely, [redacted]

May 1, 2015 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the checking account credit promotional offer. Thank you for speaking with [redacted], of our staff, who explained that you were provided with incorrect information regarding...

the qualifications to receive the promotional credit. As a courtesy, Mr. [redacted] provided a $100.00 credit, and coaching has been provided to ensure other members do not have a similar experience. Should you have additional questions about this matter, Mr. [redacted] remains available to assist you. We appreciate the opportunity 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 myself confused. Just to clarify, you have reached out to the attorney general regarding my auto claim? As you stated, I have already reached out to them and nothing further has been completed. Can I expect a response back from you again after you contact the attorney general? 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: there are signs of rodent damages. There are signs that rodents made a nest in my vehicle. I've attached the photos for Revdex.com to see. Wires don't just break on their own.  This is another attempt by USAA to refuse helping out a military member just because they don't want to pay for the damages. 
Regards,
[redacted]

July 1, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding the April 27, 2015, automobile accident.  We regret any frustration or inconvenience this situation may have caused you.
 
Thank you...

for speaking with [redacted], of our staff.  As she explained, the required documentation stating that your son had an emergency medical condition (EMC), which is a Florida state personal injury protection (PIP) benefits statute requirement, was not in our records.  On June 20, 2016, Adjuster [redacted] advised you by voicemail that the EMC was obtained.  Therefore, the medical bills will be processed and paid according to the applicable statute and the policy up to the PIP coverage limit.  Mr. [redacted] remains available to assist you, and he awaits your call at [redacted] or [redacted], Extension [redacted].
 
Mr. [redacted], we comply with all applicable regulations and with our core values of service, loyalty, honesty, and integrity.  We disagree with your allegations of wrongdoing.  While we respectfully decline your request to contact the credit reporting agencies on your behalf, we appreciate the opportunity to review the claim, resolve the matter, and reply.
 
Sincerely,
 
[redacted]

May 22, 2015 [redacted]
[redacted]
Dear [redacted]: I am responding to your submission regarding your claim for damage to your property. I regret the inconvenience and difficulty you experienced. 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 while considering our members’ circumstances, such as your deployment. Thank you for speaking with [redacted], of our staff, who explained that we were unable to access your property to evaluate the extent of the damage to your property. However, I understand that the inspection has been completed, and we will continue to work closely with you for a resolution. If you have any further questions, please contact [redacted], of our staff, who can be reached directly at [redacted] Thank you for allowing us the opportunity to review this matter and reply to you. Sincerely, [redacted]

February 13, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. Craddock:
I am responding to your submission regarding your auto insurance policy.
I am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire membership....

Thank you for speaking with Garrett [redacted], of our staff, who confirmed that your original auto insurance policy was reinstated without a lapse in coverage. Mr. [redacted] remains available to assist you should you have any additional questions.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

May 16, 2015 [redacted]Complaint ID #: [redacted]
 Dear [redacted]: I am responding to your submission regarding your automobile claim. We strive to provide quality service and fair claims handling, and I regret the frustration you experienced with the length of time it...

has taken to settle your claim.  Thank you for speaking with [redacted], of our Claims staff, who explained the factors that impact the time it takes to settle a claim when multiple vehicles are involved.  Ms. [redacted] will continue to monitor your claim to its conclusion, and she may be reached at [redacted]), or ###-###-####, Extension [redacted]. 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.
You can change the status of this one to show that I am satisfied with the outcome of the resolution in this matter.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: things always change with USAA and they keep giving me new dates etc. I was told that someone will be calling me but no one did about the banking issue. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It has now been four weeks since the accident and USAA seems to be doing nothing to resolve the situation.  It has been almost two weeks since my follow-up claim after I discovered additional damage while the car was in USAA possession.  Nothing has been done with that claim either.  Your response to me here is yet another attempt to stall this process.  I have been driving a rental car for four weeks and am no closer to a resolution that I was at the time of the accident.  This is unacceptable.  We need to come to an agreement on this claim and move on.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have continuously reached out to USAA by phone, using the contact numbers from the claim statement. However, it has been over 2 weeks since I have spoken with any representative from USAA. I was told by phone two weeks ago prior to the request of this correspondence that USAA will conduct a re-evaluation of my claim and would give me a response no later than 48 hours from that phone call, that was 2 weeks ago. After receiving this notification from the Revdex.com about their response, I used the phone number provided to contact a new representative but every time I call the number it goes to voicemail. I have left  several voicemail messages each time and no one ever calls me back. I am exhausted with this company, and frankly very disappointed of how they treat their customers (especially former military servicemen).  I have not received any compensation from USAA and it has been over 2 months since my accident claim. They are lacking on customer service. Please assist me in resolving this issue with USAA.
Regards,
[redacted]