USAA

February 2, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission about your auto insurance and auto claim. I am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire membership.
Due to...

privacy laws in your state, our staff reached out to you directly to address your concerns. Thank you for speaking with Bernardo Melchor, of our claims staff, regarding your rental coverage. Mr. [redacted] remains available if you wish to further discuss your claim.
Unfortunately, [redacted], of our policy service staff, was unable to reach you to discuss your auto insurance coverages in more detail. Should you have any additional questions about your insurance policy, Ms. [redacted] can be reached at ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[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 16, 2015 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the medical expenses related to your accident on March 9, 2013.   A review of your claim determined that of all the medical bills received by USAA, which...

totaled $932.00, USAA has issued payments totaling $819.81.  One bill was partially paid because the charge exceeded the reasonable amount for the service provided, and another bill was not paid in full due to a provider’s coding error, which accounts for the $112.19 difference.  Please know that these details were given to the service providers in our explanation of reimbursement notices sent to them directly.  We are unaware of the collection efforts you describe, and [redacted], of our staff, has been unsuccessful in her attempts to reach you and Mr. [redacted] by telephone and electronic communication to further understand and discuss this matter.  Ms. [redacted] remains available to assist you and can be reached at [redacted]   Thank you for allowing us to review this matter and to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: Records from USAA clearly state that the original inspector was directed to re-inspect and revise the original estimate. The original inspector also contacted me personally by phone that he and a "real" roofer would re-inspect my roof and revise his estimate. He nor the roofer ever showed up; but 2 days later the estimate was revised. Looks like the 1st question was answered incorrectly (see written responses from USAA representatives)! What ever happened to the other questions USAA was requested to answer? It has taken USAA quite some time to come up with an incorrect answer to the 1st question; perhaps this matter will be addressed and all questions correctly answered sometime before the spring rains come!
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.
I am awaiting the check being forwarded to me.
Regards,
[redacted]

January 19, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the continuous receipt of correspondence for a USAA member who does not live at your residence. I regret the frustration you experienced with processing the removal of your...

address from our system. Thank you for taking the time to speak with [redacted], of our staff. As he advised, we have taken the appropriate steps to ensure you no longer receive communications related to this account. We appreciate the opportunity to review your concerns and respond to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: everything sent to me falls outside of my insurance policy. I have never asked for it to be dollar for dollar, however not everything has been included. Items that are performance modifications are being listed as regular maintenance. The results are being conducted outside of what is written in my insurance policy. I have been denied access to any sort of inspection form of the compatible vehicles and they are unvarifiable as they no longer exist on the market and none exist in my state. I have a custom equipment as part of my insurance and parts are being itemized as regular maintenance or a term "personal preference" that is unable to be defined to me. I have also been denied access to any sort of what is classified as what and why. This company is operating outside of what is written in my auto policy. I am aware that CCC one has been involved in many lawsuits for undercutting total loss for insurance companies. This has now entered the realm of a bad faith policy, I have submitted everything necessary and my custom equipment meets the definition in my policy and is excluded or placed into regular maintenance even if it is a performance modifications. They have not properly followed the policy in valuing my vehicle once they do if I disagree the appraisal clause will then be needed.
Regards,
[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]

May 6, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your credit card with the USAA Federal Savings Bank (FSB) and your insurance policies. We regret any frustration or inconvenience you experienced when you contacted us...

following the unauthorized charges on your credit card. Please know that safeguarding our members’ accounts is critical to our business, and it remains a priority. Thank you for speaking with [redacted], of our staff, who explained the parameters we have set to assist with fraud detection and the events surrounding the charges on your account. As she also advised, you were not held responsible for the unauthorized charges, and your account has been appropriately credited. Should you have any additional questions, [redacted] remains available to assist you, and she may be reached at [redacted] Extension [redacted] Regarding your automobile and homeowners policies, your premiums were affected by multiple factors, including a reduction of the New Vehicle Discount, an increase in the dwelling coverage for your home, and applicable rate revisions for both policies. We confirmed that both your automobile and homeowners policies were cancelled at your request. We appreciate the opportunity to respond to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

December 16, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your second submission regarding your USAA Life Insurance policy.We responded to your complaint on December 10, 2015.  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: I sent this letter highlighting my compliance to duties after loss as described in my policy. Also USAA sent me a letter stating they would not be renewing my policy as I have had more than three losses in 5 year period time frame. 
Regards,
[redacted]

March 1, 2017

Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the handling of your auto claim. I regret the inconvenience this situation caused you.
[redacted], of our staff, completed a thorough review of the claim and...

determined that our total loss settlement offer was appropriate. Unfortunately, Ms. [redacted] was unable to reach you by phone to address your concerns. Should you wish to discuss the matter, Ms. [redacted] remains available to assist you and can be reached at ([redacted]) [redacted]-USAA ([redacted]) or ([redacted]) [redacted], Extension [redacted]. Please keep in mind to use professional language when speaking with our staff.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

May 4, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your March 30, 2017, automobile claim.
Between April 18 and April 20, 2017, two checks were mailed to the repair facility, following supplemental appraisals of your vehicle. On April 21, 2017, you spoke with your adjuster and advised that the repair facility would not release your vehicle until they received payment in full. On April 24, 2017, after confirming that both of the previously issued payments were canceled, the adjuster sent a single check overnight to the repair facility. A detailed review of your claim did not identify any service delays. In addition, your automobile policy does not provide rental reimbursement coverage, and we are unable to grant your request for reimbursement of any rental expenses incurred.
[redacted], of our Claims staff, was unsuccessful in reaching you to discuss your concerns; however, your feedback has been shared with the appropriate parties. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

February 11, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your checking account and renters insurance policy. I regret any frustration or inconvenience you experienced as a result of these matters. A thorough review of your checking...

account was conducted by [redacted] of our bank staff. Ms. [redacted] closed the account and mailed an official check to you for the remaining balance. To open a new checking account, please contact Ms. [redacted] at [redacted] or you may go online at [redacted]. In addition, [redacted], of our policy services staff, attempted to contact you to discuss your renters policy. Ms. [redacted] cancelled your renters policy and stopped the automatic payments as you requested. Thank you for allowing us to 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]

March 22, 2016
Dr. [redacted]
Complaint ID #: [redacted]
Dear Dr. [redacted]:
I am responding to your submission regarding your service experiences with USAA. 
Our records indicate that we sent you an email notification on February 29, 2016, advising that your USAA MasterCard...

would be converted to a VISA account.  I regret that our actions impacted your travel plans as that was not our intent.  Your situation was shared with the appropriate areas for review as we are always looking for ways to improve how we do business.  If you have any concerns regarding your credit card account or wish to discuss your request to close your accounts, [redacted], of our staff, is able to assist you.          
I understand that [redacted], of our staff, sent you an email message and provided a detailed account of your insurance policies and applicable coverages.  Ms. [redacted] remains available to address any additional questions you may have.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

January 13, 2015 Mr. [redacted] Complaint ID #:[redacted] Dear [redacted]: I am responding to your rebuttal submission regarding your automobile loan with the USAA Federal Savings Bank (FSB). We responded to your previous submissions three times between February 24, 2014 and November 20, 2014. As stated in our responses, your loan was under bankruptcy protection, and the FSB is prohibited from attempting to contact you to discuss your loan. [redacted], of our staff, was unsuccessful in his attempts to reach you. The FSB did not send you a notice as the automatic stay in your bankruptcy prevents any collection efforts to filers. No new information has been presented that would warrant a change in our position. We recognize that you continue to disagree with our position, we still feel confident that this matter was handled appropriately, and strongly reject your allegations of wrongdoing. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

April 4, 2017
Petty Officer [redacted], USN (Ret.)
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your submission regarding your customer service experience. I regret the frustration you recently experienced as we strive to provide quality service and fair claims...

handling to our entire membership. Our employees are expected to be courteous and informative and to handle claims in a timely manner. Your feedback is appreciated as we are continually seeking ways to improve the way we do business.
Thank you for speaking with [redacted], of our staff, who completed a thorough review of your situation. However, no new information was discovered to warrant a change in our coverage decision. If you have additional questions on this matter, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 20. 2016   Sergeant [redacted] Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your inability to do business with USAA.    Thank you for speaking with [redacted], of our staff, who advised you that because of...

material misrepresentation on an automobile claim you no longer have access to USAA.  While we recognize that you disagree, we feel confident that the correct decision has been made.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]I am rejecting this response because:i have asked for e mails go to my work [redacted]  and I no longer have log in or password for usaa I have also asked for refund  for appraisal   because I have never seen it  and I paid for it   it is of no value now and I did not cancel loan you did  as for home owners I have not received  estimates  to compare and see what another contractor would charge to fix  and to include  repairs that I did  that I was told needed to be repaired and the problem was another issue  that was on second estimate  and I can not open attachments on this complaintRegards,[redacted]