USAA

April 5, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile and homeowners insurance policies.  We regret any frustration or inconvenience you may have experienced.  Thank you for speaking with [redacted]...

[redacted], of our staff, who advised that we received the documentation that was requested from your father-in-law, and the policy termination notice was rescinded on March 28, 2017.  I hope that your conversation with Mr. Mayo reassured you that your satisfaction is important to us.  If you have additional questions, Mr. [redacted] remains available to assist you. Mr. [redacted], we appreciate you allowing us to review the matter and to reply to you.   Sincerely, [redacted]

February 13, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the property claim and homeowners policy for your son, [redacted]. Our records confirm that you filed an inquiry with the Kentucky Department of Insurance...

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

September 15, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your loan payoff from USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of our FSB staff, who confirmed the loan payoff we...

sent to your prior lender on August 16, 2016, via FedEx, was cashed by that lender on August 19, 2016.  I hope that your conversation with her reassured you that your satisfaction is important to us.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

July 10, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile claim. Our records confirm that you filed an inquiry with the California Department of Insurance (DOI). We will respond to the California DOI...

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

October 6, 2015 [redacted]
[redacted]
Dear Mr. [redacted]: I am responding to your submission regarding your August 26, 2015, automobile claim. [redacted], of our staff, was unsuccessful in his attempts to reach you to discuss your concerns. However, he confirmed that...

check payments were issued to your lien holder and to you on September 18 and September 21, 2015, respectively, and that both payments have cleared. Should you require any additional assistance, Mr. [redacted] can be reached at [redacted] or [redacted], Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

November 14, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding chapter 7 Bankruptcy and the limited access you have to your accounts with USAA.   Thank you for speaking with [redacted], of our staff, who...

discussed your concerns.  As she mentioned, because your auto loan with USAA’s Federal Savings Bank was included in the Bankruptcy, the limited access will remain until October 2017.  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 1, 2016 [redacted] Complaint ID #: [redacted] Dear Master Gunnery [redacted]: I am responding to your submission regarding the liability decision for the May 1, 2015, automobile accident involving your daughter and another USAA-insured driver. The...

feedback you provided about your experience has been shared with the appropriate parties. I understand you spoke with [redacted], of our staff, about the claim handling and the liability decision. Should you have any further questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to review this matter and to reply to you. Sincerely, [redacted]

September 20, 2016 Mrs. [redacted]Complaint ID #: [redacted]  Dear Mrs. [redacted]: I am responding to your submission regarding the automobile claim. 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, 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:Nothing has been resolved. I have had minimal contact from the business.  Deflecting to the venue of most convenience is not a suitable way to address the complaint.
Regards,
[redacted]

February 26, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile policy.  I regret any frustration or inconvenience you may have experienced.
Thank you for speaking with [redacted], of our staff, who...

reissued your policy effective January 18, 2016, as a courtesy, which resulted in a one-day lapse in coverage.  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.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have gone through this too many times with USAA. I mean I love the price of the insurance but the customer service sucks, no one ever knows anything. I appreciate the apology but when someone is apologizing constantly it kind of loses its value. The representative that spoke to me told me its illegal to compensate me so if thats true thats unfortunate and they need to put more of an effort in training.
 
training [redacted]

October 27, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your homeowners’ insurance policy. I regret the frustration you experienced as we strive to provide quality service to our entire membership.
Thank you for...

speaking with [redacted], of our staff, who completed a thorough review of your account and determined a full reimbursement was warranted. I hope you found your conversation with Mr. [redacted] responsive to your concerns. As he indicated, the policy was cancelled effective November 5, 2011, and a refund has been issued accordingly. Additionally, per your request, future automobile and property insurance documents will be mailed to your address of record. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:From:     Since my last complaint, I was trying to find a new shop to send my car to after USAA has tried to place blame on that shop for delays, when it was USAA who told them to hold off. USAA gave me a list of 3 shops to call, after calling all 3 shops were more for body work and not capable of diagnosing an engine they said. Before shop fees started to accumulate at the current shop, I requested USAA tow the car back to my house. The morning of the day my car will be towed to my home, I get a call from a USAA claims manager saying that the car needs to go to a shop instead. On short notice, I tell USAA to tow them to another Subaru dealership that had a service manager that had tried to get ahold of USAA days prior about what diagnostics would be needed. He also agreed that given to time on this claim from the incident, it may be hard to find what USAA wants to find. I am out in town when I get a call from a tow truck driver telling me that he will be dropping my car off at my house soon. So, it didn't get sent to the new shop like I discussed with USAA literally 4 hours before. The car spends a couple more days at my house before it would be towed back to the shop it originally came from after not being able to get ahold of the service manager I was talking to, and currently talking to one who didn't seem like he wanted to deal with the headache in the first place. The car gets sent to the shop that it originally should have gone to days ago instead of the original shop. Finally with the car at the shop, I spend close to a week trying to talk to the right people to make them understand that with all the delays this may be hard for diagnosing water damage. Finally everyone understands, they say. The escalations manager, the claims manger and the representative all said they understand and were tearing apart the engine because they need to find out exactly what was broken in the engine and it would be have to be torn apart anyways for replacement. I was told, with the shop service manager on the phone, that USAA understands the delays on their part and aren't going to be looking to deny for water if not found at this point. I agree to the tear down, and a couple of weeks later I get a email on 6/15/17 saying my estimate for the claim is complete. The PDF they sent me made no sense. I called USAA and they couldn't make sense of it either. After being on hold for 20 minutes, they tell me the shop found no water damage from the teardown but the claim was still being looked at and more diagnosing can be done. I get a call back on 6/21/17 saying they found no water in the engine and won't be covering the claim. They said the oil had shavings in it and thats what caused my engine damage. They don't care what made the shavings occur in the first place. USAA has been so unorganized through this claim, they probably don't get that the oil they found shavings in isn't the original oil that the accident occurred in. That oil had been drained by the shop over a month before that when nothing was found. They give many other excuses on why they won't cover the claim. I talked to the shop and they say that USAA was trying to get them to cover the engine replacement. USAA has the nerve to attempt to blame that earlier in the claim, then try to get them to pay for all damages towards the end. The shop firmly tells them no and come to find out USAA decides not to cover me at all. Poor poor business for a company that I had much trust in before this claim. Will be pulling my assets out of all of USAA's services unless something gets resolved upon talking to the escalation's manager that I have been told would call me 2 business days ago.
Regards,
[redacted]

August 8, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile claim, and I regret the frustration this situation caused you.
After an appraisal using the second VIN found on the vehicle, we confirmed the vehicle...

remains a total loss. If you have additional questions, [redacted], of our staff, remains available to assist you and can be reached at ([redacted]) [redacted] or ([redacted]) [redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 29, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your homeowners insurance refund and I regret any frustration this may have caused.   Thank you for speaking with [redacted], of our staff, who...

discussed your concerns. Ms. [redacted] confirmed that you have received the refund of premium.  In additional, coaching was provided to those involved to ensure other members do not have a similar experience.  If you have additional questions, Ms. Johnson remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 4, 2016
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding establishing a deposit account with the USAA Federal Savings Bank (FSB) and your automobile insurance policy with USAA.
We responded to your complaint on June 11,...

2013, and on October 31, 2014, and explained that you will be eligible to apply for new products and services with the FSB on March 12, 2017, seven years after the date of the bankruptcy filing.
As [redacted], of our staff, explained, the outstanding insurance balance stems from a previously cancelled policy. He also advised that this balance must be paid in full before a new automobile insurance policy can be issued.
Mr. [redacted], if the outstanding insurance balance is not paid in full, it will forfeit your ability to establish new products with the FSB when your bankruptcy expires. Consequently, both criteria must be satisfied before you can obtain new products and services with USAA. While we realize this is not the outcome you were expecting, we appreciate the opportunity to clarify our position.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I DID complete the application in full. Why would we go through all of this and not complete the application!!! I have also called [redacted] twice. I just called at 2pm today 6/2/16 and left him a message. You seem to not want to provide me with any assistance but want me to spend all my time jumping through hoops. Please have [redacted] email me if possible because I have spent a lot of time on this and do not want it to interfere with my job. He can email me at [redacted]
Regards,
[redacted]

Tell us why here... October 7, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your insurance policy.  Thank you for speaking with [redacted], of our staff, about your accident forgiveness feature concerns. I...

understand he addressed your concerns regarding your feedback, and removed the accident forgiveness feature effective 02/01/16 with a calculated credit reflecting on your next billing statement. If you have additional questions, Mr. [redacted] remains available to assist you at [redacted] or [redacted], Extension [redacted].  We appreciate you allowing us to reply to you.   Sincerely, [redacted]

April 26, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your credit card with USAA 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]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

July 27, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your accounts with the USAA Federal Savings Bank. We understand each person has a unique financial situation and that certain life events outside of his or her control may...

cause difficulties. In keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain obligations with us. To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has caused USAA to suffer a financial loss. As such, we believe it is in the best interest of the association to limit access to usaa.com. Any restrictions remain until the balance(s) are satisfied. Please note you have access to a limited view of any active accounts on mobile.usaa.com. Our records reflect that after your credit card account and two consumer loans were charged off in 2015, they were assigned to United Recovery Systems (URS) for continued collection efforts. On July 1, 2015, a settlement offer was accepted for your credit card account; however, the payment processed on the following day was returned due to insufficient funds. The balances for your two consumer loans remain outstanding. Three direct deposits to your individual USAA checking account were received in May 2015. The account’s charged-off balance was satisfied and the account reflects an available balance. To obtain the balance, you have the option to request an official check or an electronic funds transfer to the external account on your funds transfer list. You may also utilize the funds to satisfy the charged-off consumer loans. Should you wish to discuss settlement options for your charged-off accounts, please contact URS at [redacted], of our staff, is also available to assist you with your checking account funds and can be reached 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.