USAA

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]

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]

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 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 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.

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]

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: 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]

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.

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]

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]

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]

January 25, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your automobile claim. I regret any frustration and inconvenience you experienced as we strive to provide quality service. Your...

situation was shared appropriately based on your feedback. Thank you for speaking with [redacted]i, of our staff, about your concerns. As Mr. [redacted] discussed, the repair facility you selected is currently investigating the vehicle issues you brought to our attention. Mr. [redacted] will continue to monitor the progress of your repairs, and he remains available to assist you. We appreciate you allowing us to review your concerns and reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: USAA failed to address the issue caused by their client and they continually provide false information to Revdex.com and to me. They lied about the police report. I have a recorded call where the USAA agent confirmed they had the police report only a few days after the accident. They are a fraudulent company. I will not let this issue close until they make good on their responsibilities.
Regards,
[redacted]

December 30, 2015
Ms. [redacted]. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your automobile and renters policies.  I regret any frustration you have experienced as we strive to provide quality service to our entire...

membership.
Thank you for speaking with John [redacted], of our staff, who advised that we utilize territory boundaries instead of county boundaries when rating the automobile and renters policies.  Please be aware that the territory boundaries used will vary between each type of policy.  Mr. [redacted] confirmed that both the automobile and renters policies have been rated appropriately and that the fluctuations in premium were based on other factors.  Mr. [redacted] remains available should you have any additional questions.
We appreciate the opportunity to review the matter and to respond 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]

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]

March 31, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding a property insurance quote. We strive to provide quality service to our entire membership, and I regret any frustration this matter may have caused you. I understand that [redacted]...

[redacted], of our staff, was unable to reach you to discuss your request and our underwriting guidelines. Please call her at your earliest convenience at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [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]

December 18, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding your automobile claim.  We apologize for any frustration you may have experienced as we strive to provide quality service.  Thank you for speaking with [redacted], of...

our staff, who thoroughly reviewed the matter and addressed your concerns.  We appreciate the opportunity to reply. Sincerely,[redacted]