USAA

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]

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]

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]

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]

Thank You Revdex.com for your help in resolving my auto claim issue. Although I am far from satisfied with USAA or my settlement, your initiative got their attention and I was no longer being ignored. This case drug-on for way too long and I settled for less than the indemnification I am legally entitled to but it was far better than their initial offer. So THANK YOU kindly for being there.                                                                                      Sincerely, [redacted] complaint #[redacted].
Regards,
[redacted]

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.

July 9, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding the handling of your automobile hail claims. Please know that our employees are expected to be courteous and professional when speaking with our members, and...

I regret if this was not your experience. Thank you for discussing your concerns with [redacted], of our staff, who confirmed that you had a $500.00 deductible for each claim that you filed. Our records indicate that you had comprehensive coverage for your vehicles but you changed the deductibles and provided an inaccurate date of loss. This act violated one of the conditions of your policy; therefore, your claims were denied. 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 members who have misrepresented facts to USAA. As a result, we have exercised our right to discontinue doing business with you. It is important to know that we follow all regulations and adhere to our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your allegations of wrongdoing. Should you have any further questions, Ms. [redacted] remains available to assist you and can be reached at [redacted] Thank you for 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]

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]

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]

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]

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]

Complaint: [redacted]
I am rejecting this response because: How is it possible to pay for three months and I had the car for only two, no one has been able to tell me why.f
Regards,
[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.

May 31, 2016
 
Mrs. [redacted]
Complaint ID #: [redacted]
 
Dear Mrs. [redacted]:
 
I am responding to your submission regarding your request for assistance with your mortgage loan, unsecured consumer loan, and credit card payments.  We understand each person has a...

unique financial situation, and certain events beyond one’s control may cause difficulties.  We regret the frustration and inconvenience you experienced as a result of this matter. 
 
Thank you for taking the time to speak with [redacted], of our staff, regarding your loss mitigation application with Dovenmuehle Mortgage Inc (DMI).  As she advised, DMI received your application and subsequent appeal, and I understand that they were unable to approve your request. 
 
The FSB sent you a letter dated April 16, 2016, advising we were unable to complete your request to change the terms of your unsecured consumer loan due to receiving an incomplete application.  However, you are eligible for assistance on your USAA Platinum MasterCard® account. [redacted], of our staff, was unsuccessful in his attempts to speak with you about your loan and credit card accounts. You may contact Mr. [redacted] at [redacted] or [redacted] for assistance in setting up arrangements for your credit card account and to discuss your loan.
 
Thank you for allowing us to research this situation and 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.

December 19, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your recent automobile claim.   We responded to your complaint on November 26, 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.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,                  [redacted]

September 21, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your July 14, 2016 automobile claim.  We regret any frustration this matter may have caused.   Our records indicate that payment for your...

vehicle was electronically transferred to you on September 16, 2016.  In addition, a rental car was set up for your convenience.  Should you have additional questions, [redacted], of our staff, remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

December 17, 2014 Specialist [redacted]Complaint ID #: [redacted] Dear Specialist [redacted]: I am responding to your submission regarding your October 19, 2014, automobile claim. As you requested, our Property and Casualty Insurance Group thoroughly investigated the...

handling of your claim.  Unfortunately, there was no new information revealed to warrant a change to the liability decision.  The fact that your car was wired to bypass the clutch safety so it could be remotely started when in gear weighed heavily on the decision.  While it may not have been the sole cause of the accident, it is a factor and was a known issue to you.  As the owner of the vehicle, it is your responsibility to ensure the vehicle is in proper safe condition.  For this reason, we determined that you contributed to the loss.  If you would like to discuss your claim further, [redacted], of our Claims staff, remains available to assist you. With regard to your automobile insurance premium, we are unable to determine how this incident will affect the premium at this time. While we realize this is not the outcome you were expecting, we appreciate the opportunity to look into this matter and to reply to 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that there is no resolution but rather an understanding of the company policy and acknowledgement of the deciding underwriter to give better customer service in the future.
Regards,
[redacted]