USAA

October 10, 2016 [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your insurance policies.  We regret any frustration you have experienced.   Thank you for speaking with [redacted], of our staff, who explained...

USAA’s process once a cancellation notice for non-payment of premium, has been sent.  Mr. [redacted] advised that a new application for coverage would be subject to underwriting review and advised of the down payment requirements.  I hope that your conversation with Mr. [redacted] reassured you that your feedback is important to us.  Let me assure you that we want to make doing business with USAA as easy as possible for our members, and comments like yours are given serious consideration.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

July 27, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your homeowners insurance claim dated June 21, 2017.
I hope you found your conversation with [redacted], of our staff, responsive to your concerns. As...

agreed she explained, there was no storm related damages to the home. The water damage in the master bedroom was the result of a faulty sealant, which was attributed to wear and tear or deterioration, which are excluded from your homeowners policy.
Mrs. [redacted], it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we do. Should you have additional questions, Ms. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

April 24, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) accounts. Safeguarding the security of our members’ information is critical to our business.  According to the Patriot Act,...

financial institutions are required “to form a reasonable belief that they know the customer’s true identity.”  On March 26, 2015, we mailed you a request for documentation to verify your identity and placed a temporary hold on your profile.  From March 27 to April 1, 2015, we discussed your documentation and advised you that our review takes two to three business days.  Upon receipt of legible documents, we validated your identity and reinstated your account access.  We regret any inconvenience you may have experienced.   Thank you for allowing us to reply to you.   Sincerely, [redacted]

December 1, 2014
[redacted] Complaint ID #:[redacted]
Dear [redacted]:
I am responding to your submission regarding your secured credit card with USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted], of our FSB staff, who explained that the secured credit card...

is not advertised as having a graduation process to an unsecured credit card. The credit card agreement pricing schedule you entered when you originated the secured credit card disclosed that you entered into a security agreement which grants the FSB a security interest in the USAA Certificate of Deposit (CD) that you opened in connection with the credit card. As such, the FSB has the right to use the funds in the CD to pay the balance of the credit card before returning the funds from the CD. The FSB is unable to use funds from your savings account as a security deposit for the secured credit card because it was not originated in connection with the secured credit card. Your secured credit card and CD will remain open as you declined to close them. If you have any additional questions, [redacted] remains available to assist you and she may be reached at (800) 531-USAA (8722), Extension[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.

February 6, 2017   [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your closed accounts with USAA Federal Savings Bank.  I regret any inconvenience this has caused you.   Thank you for speaking with [redacted]...

[redacted], of our staff, who reviewed your deposit account history carefully and explained that you will be restricted from acquiring new products and services until the charged-off amount of $351.03 on your checking account is paid.  [redacted], also of our staff, confirmed that your credit card accounts have been settled.  If you have any other questions, Mr. [redacted] and Ms. [redacted] remain available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]
  Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.  Other bank products are issued and serviced by USAA Federal Savings Bank. This is an attempt to collect a consumer debt.  Any information obtained may be used for that purpose.

January 7, 2016 [redacted] Complaint ID #: [redacted] Dear Staff [redacted]: I am responding to your submission regarding your debit card and credit card disputes. I regret any frustration you have experienced as we strive to provide quality service to our entire...

membership. [redacted], of our staff, was unsuccessful in his attempts to reach you by telephone and online message regarding the matter. Nonetheless, Mr. [redacted] completed a thorough review of the merchant’s website and confirmed that the cancellation fee was not fully disclosed. Therefore, a credit in the amount of $618.99 was applied to your checking account on December 28, 2015. With regard to the disputed transactions on your USAA credit card, two letters were mailed to you dated December 23, 2015, stating that the temporary credits we provided are permanent. Staff [redacted], thank you for allowing us to reply to you. Should you have any questions, Mr. [redacted] can be reached at [redacted]. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC. Other bank products are issued and serviced by USAA Federal Savings Bank.

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[redacted]
I am responding to your submission regarding your auto insurance payments.
We regret any frustration you may have experienced.  [redacted], of our staff, was unable to reach you to discuss your...

concerns.  However, he confirmed that your account is current and automatic payments are scheduled for your auto insurance payments.  Should you have any further questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

April 17, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile claim.
Thank you for speaking with [redacted], of our staff, who explained USAA’s process in determining the diminution in value. If you have additional...

questions or wish to submit new information for review, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

May 12, 2017
Ms. [redacted] Complaint #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your automobile insurance policy. I regret any inconvenience this may have caused as we strive to provide quality service to our entire membership.
Thank you for...

speaking with [redacted], of our staff, who addressed your concerns. As he explained, your $857.68 premium was billed in nine installments. Our records indicate payments totaling $690.20 were credited to the policy; therefore, the remaining balance of $167.48 is accurate. Should you have any further questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to reply.
Sincerely,
[redacted]

May 5 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your automobile claim. We responded to your complaint on April 29, 2016. While we recognize that you disagree, we feel confident that the correct decision has been made. No new information has been presented that would warrant a change in our position. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

December 1, 2015Mrs. [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]r:I am responding to your submission regarding your auto insurance policy premium.  We regret any misunderstanding with the pricing of your policy. Thank you for taking the time to speak with Diana [redacted], of our...

staff, regarding your concerns.  I understand she was able to explain how your premium will be billed in monthly installments and that the Kentucky tax surcharge is included only in your first bill.  As      Ms. [redacted] advised, the premium for your policy is accurate for the coverage being provided.  If you have any additional questions or would like to discuss possible payment options,     Ms. [redacted] remains available to assist you.I appreciate you allowing us to reply to you.  Sincerely,[redacted]

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.

March 13, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the disputed diminution in value (DIV) associated with the August 12, 2016, automobile claim.
Thank you for speaking with [redacted], of our staff, who...

thoroughly reviewed your concerns and the claim documents. As Mr. [redacted] confirmed, there was no evidence to substantiate the DIV provided by your appraiser, and the DIV will be upheld based on USAA’s methodology. Hence, we respectfully decline your request for a change in DIV. Additionally, our records indicate the claim was handled promptly, with precision and professionalism.
Mr. [redacted], please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity. We appreciate you allowing us to research your situation and reply to you. Should you have any further questions, Mr. [redacted] remains available to assist you.
Sincerely,
[redacted]

October 21, 2016 Senior Airman [redacted], USAFComplaint ID #: [redacted] Dear Airman [redacted]: I am responding to your submission regarding your October 4, 2016, automobile claim. In the event of a loss, we are responsible for making decisions in accordance with the terms,...

conditions, and limitations of our policy.  Occasionally, this involves delivering news which we know our members may find disappointing.  I understand you spoke with [redacted], of our staff, who reviewed the denial decision, and confirmed the decision will stand as there is no evidence of animal damage to the wiring.  You confirmed that the power steering and electrical failure of the vehicle were issues that were previously repaired, and negligent servicing and repairs are not covered by the policy.  A letter dated October 11, 2016, was sent to you outlining the denial.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your December 2, 2015, homeowners claim.
Our review of your claim showed that there could have been further investigation done by the inspector, which is why the option of having an engineer complete another inspection was offered to you.  The inspector was not directed to revise the estimate.  The revision was made to allow a roof repair minimum due to a single potentially wind-lifted shingle determined from a review of the photos.  The coverage decision was appropriate based on the performed investigation.  You still have the option to have an engineer perform an inspection. 
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

February 21, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding the September 25, 2016, automobile claim. Our records confirm that you filed an inquiry with the Arizona Department of Insurance (DOI).  We responded to the DOI on February 14, 2017. We appreciate the opportunity to reply. Sincerely, [redacted]

September 16, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding renter’s insurance claims.   Our records confirm that you filed an inquiry with the Texas Department of Insurance Compliance Division.  We will...

respond to them accordingly.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

November 20, 2015Mr. [redacted]. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding your February 28, 2015, homeowners claim.Our records confirm that you filed an inquiry with the New York State Department of Financial Services (DFS).  We responded to...

the New York State DFS about your concerns on November 17, 2015.  Thank you for the opportunity to reply.Sincerely,[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]

June 22, 2016
 
Mr. [redacted]. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your tax refund.  I regret any frustration this matter may have caused you.
 
Thank you for speaking with [redacted], of our...

staff, who explained USAA was not able to recover the funds since they were no longer in the account.  Federal Regulations require a Government Automated Clearing House (ACH) refund issued by the IRS, to be deposited into an account in the name of the taxpayer.  Federal Regulations do not apply to IRS refunds issued by Tax Preparation services. As a courtesy, Ms. [redacted] reached out to the account holder who agreed to place the wrongful deposit back into his account so that USAA could return the funds to the originating bank per the Letter of Indemnification.  The account holder indicated he did not have all the funds at the moment and would contact USAA when the funds were available in the account.  As of June 13, 2016, the account holder had not put the money back in his account.  If you have additional questions, Ms. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]