USAA

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]

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]

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]

[redacted]
*
[redacted]
*
[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]

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]

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]

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 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]

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]

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]

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]

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]

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]

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]

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: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]

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]

June 10, 2015 Mr. Mark Anthony Blanchette Complaint ID #: 10641231 Dear [redacted] I am responding to your submission regarding the termination of your property and casualty insurance policies. I am pleased to have the opportunity to share USAA’s Subscriber’s Account process which is designed...

to support all USAA members. As a reciprocal insurer, USAA retains capital to meet member needs and build financial strength. The Subscriber’s Account program enables USAA to reward subscribers by holding a portion of its capital in the subscriber’s name. The Subscriber’s Accounts are an integral part of USAA’s capital structure and are managed by the USAA Board of Directors (BOD) according to the USAA Bylaws. The USAA Bylaws permit Subscriber’s Account balances to be distributed six months after all property and casualty policies have been terminated. Your last active property and casualty policy was canceled May 6, 2015. This is consistent with the information that [redacted], of the Advocacy and Resolution Team, previously shared with [redacted], your spouse, during their telephone conversation on June 1, 2015. In fairness to all members of the association we must adhere to USAA BOD-approved USAA Bylaws regarding the Subscriber’s Account. The USAA Bylaws are available on usaa.com and on the Subscriber’s Account agreement signed by members when a USAA property and casualty policy is established. Should you have further questions, please contact [redacted] at [redacted] or [redacted] Thank you for allowing us to serve you. Sincerely, [redacted]

April 11, 2017 Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]   I am responding to your submission regarding the request to cancel your accounts with USAA.       I understand you spoke with [redacted], of our staff, on March 27, 2017.  Mr. Landin...

confirmed a refund check for a prorated credit of $140.03 for your auto policy was mailed to you on March 23, 2017, canceled your property policies, and issued a refund check for $216.24 to your address on file on March 29, 2017.    In addition, [redacted], of our staff, was unable to reach you to discuss your deposit accounts.  Her email dated March 23, 2017, advised you that we closed your checking and savings accounts and were sending official checks for the balances.  Accordingly, checks for $8.08 and $73.96, respectively, were expedited to your address on file.    Thank you for the opportunity to review your concerns and respond.  We have provided refunds totaling $438.31 for your insurance and bank accounts.   Sincerely,   [redacted]

February 16, 2016 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your valuable personal property insurance policy. We apologize for any frustration this matter may have caused as we strive to provide quality service. Thank you for speaking...

with [redacted], of our staff, who accommodated your request. I hope that your conversation with Ms. Gomez reassured you that your satisfaction is important to us. If you have additional questions, she remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]