USAA

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]

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.

July 25, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card automatic payment. Our employees are expected to be courteous and informative and to handle matters in a timely manner, and I regret that this was not your...

experience. Coaching was provided to those involved to prevent a recurrence. Thank you for speaking with [redacted], of our staff, about your concerns. I understand Ms. [redacted] confirmed that in October 2014 you established an automatic payment plan (APP) to have the credit card statement balance paid in full using your checking account. In August 2015, you modified the APP, which went into effect on the September billing statement. Ms. [redacted] verified that the corrections were made to the credit card payment. You authorized her to reverse $11,000.00 of the overdraft from your checking account and apply it to your credit card account. A total of $37.12 in interest charges was refunded, and the updated balance of your credit card account will receive a promotional rate until July 1, 2016. Your checking account did not incur any fees. Should you require any additional assistance, Ms. [redacted] remains available and can be reached at [redacted] We appreciate you 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. Other bank products are issued and serviced by USAA Federal Savings Bank.

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]

April 28, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your credit inquiries. Thank you for speaking with [redacted], of our staff, about your concerns. As you know, [redacted] thoroughly reviewed your account and explained...

that each credit inquiry was appropriate due to the loan applications that were completed between November 2013 and April 2015. Should you have any further questions, [redacted] remains available, and she can be reached at [redacted] or ###-###-####, Extension [redacted]. We appreciate the opportunity to respond 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]

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]

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]

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]

[redacted]
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[redacted]
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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]

May 21, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) checking account. As referenced in the Depository Agreement and Disclosures (DAD), which is provided to all accountholders and is available...

for your review on [redacted], when you do not have enough funds in your account to cover a check or other item, the FSB may, in its sole discretion, either pay such items and overdraw your account, or decline or return such items unpaid. In either case, the FSB may charge for each insufficient funds item and for each overdraft. Thank you for speaking with [redacted], of our FSB staff, who explained that consistent with the Service Fee Schedule that accompanies the DAD, when a credit card is used for overdraft protection, as in your situation, the FSB will charge the credit card as a cash advance in $100.00 increments. As described in the DAD, if the “FSB cannot charge the protecting account for any reason, FSB may return any item drawn on the protected account with the notation ‘insufficient funds.’” [redacted] advised that the checks were properly returned due to nonsufficient funds (NSF). Our records indicate that two NSF fees were refunded to your account as a courtesy; however, we respectfully decline your request for further reimbursement of additional fees or to contact the merchants. If you have any additional questions, [redacted] remains available to assist you and can be reached at [redacted] or ###-###-####, Extension [redacted]. Please know that we act in accordance with the DAD, the Service Fee Schedule, and our core values of service, loyalty, honesty, and integrity, and we reject your allegations of unfair and predatory practices. 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.

Complaint: [redacted]
I am rejecting this response because:  The truth will prevail, even if USAA denies it.  It was easy for USAA to get our business because we are a veteran family, that's why we have been with USAA for 30 years, that's the ONLY reason why we're with USAA.  Other than that, USAA has not showed quality in service and customer appreciation as evident by how they you are handling this situation.  Running from liability and allowing their Policy Service Staff to get away with forgering the deductibe information since she missed to ask us about our choice of deductible, thus exposing us to unnecessary expense.  If this is how you're treating us, I'm sure there are other more people who are victimized by your POOR response to issues and only after money making.  BEWARE OF USAAs lack of care & due diligence to military/veterans' welfare.  Even placing the blame to the client because they say, we should have asked them about the deductible instead of them asking us.  They are the ones getting our business, so they should ask us the information.  Too much time have been spent on this, the next thing for me is to get busy looking around for a new auto insurance company, instead of talking to USSA Executive Committee who doesn't have good & intelligent judgements.  ATTENTION: MR. [redacted] (CEO), are you fully aware how your staff are handing your company?!!!  You're not welcome with the business we've given USAA for the past 30 years, we truly regret it!!!  You're just getting our money with no real care and responsibility!!!  This is how you treat military/veterans and their families.  YOU"RE GRADING IS LESS THAN VERY POOR!!!
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted] I am responding to your submission regarding your homeowners insurance. I regret any frustration you experienced as we strive to meet the needs of our entire membership. Thank you...

for speaking with [redacted], of our staff, who explained in detail the policy changes that were implemented, which impacted your homeowners insurance premium. She also confirmed receipt of your signed forms, and she advised that the paperwork outlining the adjustments made to your policy have been mailed to you. Please be advised that USAA acts in accordance with all state insurance guidelines and our core values of service, loyalty, honesty, and integrity; therefore, we strongly deny any allegations of impropriety. Should you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

Tell us why here...[redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the loss of use on your vehicle. Thank you for speaking with [redacted], of our staff, about your concerns.  As she explained, we made a concession to...

provide coverage for a full-size rental vehicle, beginning on the date the claim was transferred to USAA for handling.  Regrettably, since you originally filed your claim with your insurance carrier, we are not bound to any expectations they established regarding your rental vehicle expenses.  Our records reflect that we have issued you a payment for the loss of use of your vehicle.  If you have 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]

September 10, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your May 18, 2015, automobile claim. Please know that we must investigate the facts of the losses that are reported to us and settle the claims for which we are legally liable once a...

final liability decision is made, and I regret any frustration and inconvenience you experienced. Unfortunately, [redacted], of our staff, was unable to reach you and would like the opportunity to discuss this matter with you. You may contact Ms. [redacted] at ([redacted] at your convenience. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I am attaching the only outstanding medical bills associated with this claim. I sent these bills several times before, as attachment to email and as fax. It is best for USAA to spell-out the additional documents they need in a note to Revdex.com.
Regards,
[redacted]

Complaint: [redacted]
I am complaining still about the insurance check still not received. It appears that USAA just wants to drag out claims, as this one is being dragged out since occurred months ago and also may never even get the car repaired or anything, since USAA is so slow to respond to anything. Have had nothing but problems. Nothing from the insurance of WA has not come through, either. Very unsatisfied as to USAA's unresolving tactics. Nothing has been fixed or even addressed by USAA. USAA cannot even do what they said would do by a Claims Representative as still have not received any check into my bank / credit union account.
Regards,
[redacted]

June 25, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your third submission regarding your January 9, 2014, automobile claim with our insured. We responded to your complaint on June 5, 2015. While we recognize that you disagree with the diminution in value (DIV) settlement, we feel confident that the correct decision has been made; therefore, we respectfully decline your request for additional compensation. Our DIV calculation is based upon multiple factors to include the year, make, and model of the vehicle, mileage, actual cash value, severity of damages, and any known pre-loss history. With regard to your request for a specific formula, the calculations used by USAA are proprietary and will not be shared. Mr. [redacted], since no new information has been presented that would warrant a change in our position, we consider this matter closed. Sincerely, [redacted]

January 6, 2015 [redacted]  Complaint ID #:[redacted] Dear [redacted]: I am responding to your submission regarding the debit cards associated with your checking account with the USAA Federal Savings Bank (FSB).  We appreciate the time you took to bring your concerns to...

our attention. Our employees are expected to handle members’ requests efficiently and accurately, we assure you that coaching was provided to those involved to ensure that our communication addresses the questions submitted by our members.  [redacted], of our staff, was unable to reach you to discuss your concerns in detail.   Our review of the situation found that we canceled debit card ending [redacted] on October 29, 2014, and mailed replacement debit card ending in[redacted] to your [redacted] address on October 31, 2014.  When you informed the FSB that you had not received the replacement card, an updated debit card was sent to you on November 26, 2014.  Your attempt to withdraw funds from the ATM on December 8, 2014, was declined because you used the debit card that was previously canceled.  Our records reflect that you activated your replacement card on December 11, 2014, and we apologize for the delays and frustration you experienced.  If you have further questions, [redacted] remains available to assist you and may be reached at (800) 531-USAA (8722), Extension[redacted], we appreciate the opportunity to respond to you.   Sincerely, [redacted]