USAA

[redacted]
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[redacted]
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[redacted]
I am responding to your submission regarding your USAA auto policy.
Due to privacy laws in your state [redacted], of our staff, reached out to you directly to address your concerns.  Should you wish...

to discuss the matter further, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to reply to you. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: how can the adjuster make an arbitrary decision from down in Virginia  when he did not look at one piece of evidence?  Apparently he has X-ray vision or makes claim decisions on assumptions?  He never returned any of my phone calls nor was in contact with me via any means of communication whatsoever.  It is in my opinion all I received is a blanket response to the negative of my claim that he would hope fits the circumstances.  His "no response" to my requests for information from him, and his blanket "cut and paste" denial is suspect to say the least.  At least the insurance company representative I discussed the situation on the phone gave me the complete opposite impression, and at least he heard my case. 
Regards,
[redacted]

June 5, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your homeowners policy.  I regret any frustration you experienced as a result of the matter. [redacted], of our staff, reviewed your account and...

confirmed that the policy was canceled effective May 22, 2015, and the cancellation notice was subsequently mailed to you on May 26, 2015.  I understand that you prefer not to discuss the matter; however, should you have any questions, Mr. [redacted] is available and he can be reached at [redacted] Thank you for allowing us to reply to you.   Sincerely, [redacted]

May 14, 2015 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your March 26, 2015, automobile claim. I regret the frustration you experienced, and I appreciate you taking the time to speak with [redacted] of our staff. I understand she...

is currently working with you to have the liability decision reviewed. Ms. [redacted] will remain available to assist you until a final decision has been reached. Thank you for allowing us to reply to you. Sincerely, [redacted]

January 8, 2015 [redacted]Complaint ID #:[redacted] and [redacted] Dear [redacted]: I am responding to your submissions regarding the documentation you submitted for eligibility verification.  We expect our employees to handle matters promptly, and I apologize for the frustration...

and inconvenience this matter caused you.  This is certainly not the experience we want our new members to have, and we appreciate you bringing your concerns to our attention.  Thank you for speaking with [redacted], of our staff, who confirmed we did receive the documents you submitted.  Please know that we are committed to our mission of serving the military community, and we will work hard to restore your faith and confidence in USAA.   Thank you for your service to our country and for allowing us to review our actions and respond to you.   Sincerely, [redacted]

Ms. [redacted]
Complaint ID #: > [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your request for a secured credit card account from the USAA Federal Savings Bank (FSB)
Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau...

(CFPB). We responded to the CFPB on June 24, 2016.
Thank you for the opportunity to reply.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

July 20, 2015 
[redacted] Dear Mr. [redacted]:  I am responding to your submission regarding your experience with the handling of your July 7, 2015, automobile claim.  Our employees are expected to be informative and to attend to claims in a timely...

manner, and I regret if you were not advised that the estimate review can take up to 72 hours once it has been received.   Thank you for speaking with [redacted], of our staff, who confirmed that the dealership sent their estimate to ASI and that payment was provided to you electronically on July 10, 2015, after ASI completed their review.  Please know that we analyze each incident on its own merits and make decisions in accordance with the terms, conditions, and limitations of the policy.  As Ms. [redacted] advised, we are unable to waive the deductible for this loss.  Should you have any additional questions about this claim, Ms. [redacted] remains available and can be reached at [redacted]   We appreciate the opportunity to look into this matter and to respond to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because the matter is still unresolved. USAA is not doing the right thing and keeps sending me in circles. I am disappointed that the first time I have needed to use my auto insurance with USAA that I have had such a problem.
Regards,
[redacted]

July 9, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your June 10, 2015, automobile claim. Our records indicate that when your 2010 Pontiac G6 was initially added to your automobile policy in April 2015, you selected $500.00 comprehensive and collision coverage deductibles. Consistent with New York requirements, physical damage coverage was removed when the required inspection with photos was not completed within the specified time frame. Thank you for speaking with [redacted], of our staff, who explained that once the inspection was subsequently completed, we added the physical damage coverage back to your policy with the same comprehensive and collision deductibles that were on the policy prior to the coverage suspension. As Mr. [redacted] advised, we believe that this matter was handled appropriately. We appreciate another opportunity to review your concerns and to clarify our position. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:-----Original Message-----From: [redacted] [mailto:[redacted]]Sent: Wednesday, January 28, 2015 9:53 AMTo: infoSubject: complaint #[redacted]Importance: High My complaint is at a stand still and it is becoming very frustrating for a company to continue to make excuses. I have been trying to resolve this matter but they continue to fail to comply. I really want this resolved with dignity and respect. I had a Highway Patrol man evaluate and assess the accident and stated "Rear end accident. Chevy Tahoe at fault (white vehicle). 22350 cvc unsafe speed prima facia - not allowing or slowing for a vehicle parallel parking." I informed my insurance company who replied with this response. The last I heard from them was the reasoning for the decision. At this point, our liability decision is finalized as placing the other vehicle 100% responsible and do not agree with their decision of 30% negligence on [redacted] in this accident. [redacted]Auto Claim DepartmentPhone: ###-###-####Toll Free: ###-###-####Fax: ###-###-####[redacted]Be sure to include your claim number on all correspondence.21st Century Insurance Company   From:    [redacted]<[redacted]>To:          [redacted],Date:     01/23/2015 12:31 PMSubject:               claim [redacted] Please can you help me resolve this matter. If there client was innocent, why would they up their percentage of fault, if they knew their client wasn't at fault? [redacted]   ---This email has been checked for viruses by Avast antivirus software.[redacted] 
Regards,
[redacted]

April 1, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your March 13, 2015, automobile total loss claim. Our representatives are expected to be courteous and professional and to handle claims efficiently, and I regret any inconvenience...

you encountered. Please know that coaching was provided to those involved based on the feedback you provided. 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, and I appreciate you speaking with [redacted], of our staff, about this matter. I understand that after the settlement was accepted, a payment was issued to the lien holder of your vehicle to satisfy the loan balance, and once we receive the vehicle title, an additional payment for the remainder of the settlement value will be issued. I am glad to hear that you were provided coverage for a rental car for seven days. Thank you for allowing us to reply to you. Should you have any further questions or concerns, [redacted] remains available to assist you and may be reached at [redacted] or ###-###-####, Extension [redacted]. Sincerely, [redacted]

March 4, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. **:
I am responding to your submission regarding your automobile claim.  Our employees are expected to be responsive, and I regret that this was not your experience.  Your situation was shared with the appropriate...

parties based on your feedback.
Thank you for speaking with [redacted], of our staff, who addressed your concerns and provided you with the status of your claim.  If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

August 20, 2015 [redacted]
[redacted] Dear Mrs. [redacted]-[redacted]: I am responding to your submission regarding your joint deposit account with the USAA Federal Savings Bank. Thank you for speaking with [redacted], of our staff, about your concerns. Following a...

thorough review of the account activity, Mr. [redacted] was able to advise you how we confirmed your son, the joint account holder, willingly participated in the activity. As such, both you and your son remain responsible for the negative balance. Should you have any further questions, Mr. [redacted] remains available to assist you, and he can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

July 12, 2016 Mr. [redacted]. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the cancellation of your automobile policy, and I regret any frustration you experienced with this matter. Thank you for speaking with [redacted], of our staff, who explained the...

events that transpired on your account and confirmed that the charge was reversed to your credit card. Should 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:They are implying the mistake was mine. It took 2 weeks multiple phone calls being told I had to have their estimate for the Body shop to work off of even after they customer service rep. realized they had not received it from the company they contracted to do the estimate the problem was a communication problem between USAA and their Contractor Very poor Customer service reps not knowing I had called multiple times asking what are they going to do all they keep saying was take the estimate to body shop when I did not have it to take. Even all communication with USAA Is informing Me THEY ARE RECORDING ME for Future litigation, or they will sue me if I try to defraud them. Poor customer service Would hope Are paths never cross again. would warn every one to stay away 
Regards,
[redacted]

April 24, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile claim.
Unfortunately, [redacted], of our staff, was unable to contact you by phone to discuss the matter further. Mr. [redacted] remains available to...

assist you at your earliest convenience.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

February 3, 2015 Master Sergeant [redacted], USAF (Ret.) Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your automobile policy. Please know that we regret any frustration that was caused by this matter. Thank you for speaking with [redacted],...

of our staff, regarding your concerns. [redacted] confirmed that your daughter is not yet licensed and that she has been removed as an operator from your policy. Should you have any further concerns, [redacted] may be reached at [redacted] or ###-###-####, Extension[redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

January 16, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your insurance payment. We responded to your complaint on December 24, 2014. Our records confirm that on November 2, 2010, you updated your document delivery preference from receiving paper mail to receiving documents electronically. Every letter mentioned in our original response was provided to you electronically under your profile on usaa.com. Thank you for speaking with [redacted], of our staff, on January 6, 2015, about your additional concerns, and we regret any miscommunication. I understand she offered to guide you through the process of locating all the correspondence previously sent to you electronically on usaa.com; however, you declined her offer. If you change your mind, [redacted] remains available to assist you. [redacted], our core values of service, loyalty, honesty, and integrity are at the center of everything we do. We appreciate the opportunity to review your concerns for a second time, and while we understand that you continue to disagree with our explanation, we consider this matter closed. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:On two separate occasions I have requested that USAA provide me with the estimate of my vehicle's value prior to the accident. They have attempted to put the entire burden of proof on myself and even though I have two separate estimates done by professionals in the automobile industry, they still claim that a $25,000 vehicle which had $2500 worth of damage done to it only lost $167.84 worth of value in the process.Both of my professional estimates put the loss between $3000-$3773. That's a very large discrepancy in estimates and USAA can't even tell me what they estimated my vehicle's value prior to the accident.
Regards,
[redacted]

December 29, 2015
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your automobile insurance policy and credit card account.  I regret the inconvenience you experienced as we strive to provide quality service....


I understand you spoke with L[redacted], of our staff, who assured you that your feedback regarding the handling of your automobile policy would be shared appropriately.  As she recommended, please submit a Power of Attorney to USAA.
Regarding your credit card account payments, [redacted], of our staff, was unsuccessful in reaching you by telephone, and we would like the opportunity to discuss the reporting of your account to the consumer reporting agencies and your payment concerns.  At your convenience, please contact Mr. [redacted] at [redacted]
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.
This is an attempt to collect a consumer debt.  Any information obtained may be used for that purpose.