USAA

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]

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]

March 28, 2016
Mrs. [redacted]. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your second submission regarding your joint checking account with the USAA Federal Savings Bank. 
We responded to your complaint on March 15, 2016.  While we recognize that you disagree, we feel confident that the situation was handled appropriately.  No new information has been presented that would warrant a change in our response. 
We appreciate the opportunity to review your concerns again.
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]

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]

[redacted]
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[redacted]
[redacted]
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[redacted]
I am responding to your submission regarding your automobile claim, and I regret any frustration this situation caused you.
Thank you for speaking with [redacted], of our staff, who confirmed that...

additional claim payments were issued on April 13, 2016.  If you have additional questions, Ms. [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 this resolution is satisfactory to me.
I am awaiting the check being forwarded to me.
Regards,
[redacted]

June 9, 2017
Master Sergeant [redacted] USAF
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding your rental property insurance claim, as it relates to reimbursement for the fair rental value (FRV) on the property. I regret any...

frustration you experienced as we strive to provide quality service to our entire membership.
Thank you for speaking with [redacted], of our staff, who performed another review of your concerns. As she confirmed, a final offer of four months FRV has been approved by the Claims Service Director. Should you have further questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to review the matter and 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 rejecting this response because: Even though I appreciate the review of my car value which was determined by them to be worth $229.55 more than their earlier value I find it still short of getting me to a value that equals any of the retail cost on the cars listed in there own research which to me falls short of replacing what I lost in the accident.
Regards,
[redacted]

January 23, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the collection attempts for an automobile claim involving your son and one of our members. Thank you for speaking with [redacted], of our Claims staff, about your...

concerns. As she explained, the collection file has been closed. Although you expressed that your complaint was not with USAA, your comments were given serious consideration and the feedback has been shared with our management team. We regret any frustration this situation has caused you, and we appreciate the opportunity to review this matter and to respond to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: it is unresolved.   Revdex.com: please leave this complaint open for 30 days.
Regards,
[redacted]

February 2, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your USAA Car Buying Service experience. When we are made aware that matters have not been handled to a member’s...

satisfaction, we appreciate the opportunity to review the situation and work towards a solution, as you allowed us to do. Thank you for speaking with [redacted], of our staff, who advised that your concerns were shared with TrueCar, Inc., USAA’s Car Buying Service provider. Once their review of the situation is complete, they will follow up with you directly. Should you have any questions in the meantime, Ms. [redacted] remains available, and she can be reached at [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted] USAA Car Buying Service provided by TrueCar, Inc. USAA Bank receives marketing fees in connection with the Car Buying Service.

September 20, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your January 13, 2014, automobile claim.
We responded to your complaint on September 12, 2017. 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 you speaking again with [redacted] of our staff, on September 15, 2017, about this matter. Mr. [redacted] remains available should you require further assistance.
Thank you for allowing us another opportunity to review your concerns.
Sincerely,
[redacted]

July 6, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission about accessing your accounts with the USAA Federal Savings Bank through the mobile app. I regret the frustration you experienced due to this matter. Thank you for speaking with [redacted]...

[redacted], of our staff, regarding your concern. I understand that she was able to assist you in accessing your accounts using the new CyberCode Token that was provided to you. Should you have any additional questions, Ms. [redacted] remains available and can be contacted at [redacted]
Thank you for 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], we still didn't get the money we were promised.
Regards,
[redacted]

October 14, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your loan with the USAA Federal Savings Bank. I regret any frustration you have experienced. [redacted], of our staff, confirmed that your attorney’s information has...

been provided to the appropriate area and that we will no longer contact you regarding the loan ending in [redacted]. Should you or your attorney have any questions, Mr. [redacted] can be reached at [redacted], Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: It's not sufficient the adjuster has reached out that's it! I still had over 120,000 in medical bills as a result of being "rear ended" while sitting still at a traffic light. After I filed out and, had to take even more time of my day or a wreck that occurred almost now going on 3 months ago I didn't hear anything about from the adjuster after opening my claim and, submitting documentation that was almost 2 weeks ago. I haven't received the additional money to settle my medical bills since the 3rd party claim didn't even pay for half of my bills! I'm still waiting on a call for the additional funds to handle my "self pay" medical bills two weeks and, counting haven't heard a word or received money from my policy to max out the bodily injury portion on this under insured claim; which I was forced to open on mine since my medical bills are so high and, USAA decided not to max out the persons policy & liable party that hit me injured me and, totaled my vehicle out. Lets see if the new adjuster on my "under insured" non fault claim actually calls me. I'm still waiting on a follow up call not to mention a "settlement". USAA is still dropping the ball. As an individual with rights and, a paying client very disappointed at the level of professionalism and, way I'm still being treated. 
Regards,
[redacted]

September 8, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding an automobile claim.   Our records confirm that you filed an inquiry with the Oregon Department of Consumer and Business Services.  We will...

respond to the Oregon Department of Consumer and Business Services accordingly.   Thank you for the opportunity to reply.   Sincerely,   [redacted]