USAA

July 13, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your automobile claim.   Thank you for speaking with [redacted], of our staff, who confirmed 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]

December 30, 2014 [redacted]Complaint ID[redacted] Dear [redacted]: I am responding to your submission regarding your December 2, 2014, automobile claim. I understand [redacted], of our staff, spoke with you in detail about your policy.  As she explained, a thorough...

review of your situation was conducted; however, no new information was discovered to warrant a change to our coverage decision.  We are responsible for analyzing each loss on its own merits and for making decisions in accordance with the terms, conditions, and limitations of the policy.  Occasionally, this involves delivering news which we know our members may find disappointing.  This is never easy for us, especially when those members have been as loyal as you have been throughout your years with USAA.  Therefore, we must respectfully decline your request to provide collision coverage.  Thank you for allowing us the opportunity to review this matter and reply to you.   Sincerely, [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]

February 18, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your February 2, 2016, automobile claim. We regret any difficulties you encountered using the telephone system, and your feedback about your claim handling experience has been...

noted. Thank you for speaking with [redacted], of our staff, about your concerns. I am glad that we reached an amicable total loss settlement, and I understand that the check payment was issued to you on February 17, 2016. Ms. [redacted] review confirmed that we advised you on February 9, 2016, that the rental vehicle would need to be returned by the close of business on February 12, 2016. Ms. [redacted] will follow up with you directly to discuss our position on the rental vehicle coverage. We appreciate you allowing us to reply to you. 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]

January 15, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your deposit account with the USAA Federal Savings Bank. We responded to your complaint on December 16, 2014. While we recognize that you disagree, we feel confident that the correct decision has been made. Your letter to [redacted] has been reviewed and 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]

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]

[redacted]
*
[redacted]
[redacted]
*
[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]

HComplaint: [redacted]
I am rejecting this response because: Mr [redacted] did contact me via my voice mail and did not indicate that any further contact was required on my part.  Besides being incredibly unhelpful and condescending, his exact words were, "If you have any further questions I can be reached at ..."  I do NOT appreciate the tone of this response. This has been more than an inconvenience - money has been paid out and USAA is responsible for repaying it.  It has been over two months and they still have not done the right thing.  I will not be satisfied until USAA pays exactly what they are responsible for and admit that they have been in the wrong.
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]

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]

Complaint: [redacted]
I am rejecting this response because:1. I am currently working out of town and the time constraint of three days is not reasonable to turn over possession of my car, locate a replacement car, purchase, title, and transport the replacement vehicle from Virginia to [redacted] without leaving my daughter with transportation to from from work and school. I strongly disagree with the finding that three days is even close to reasonable.2. The response totally ignores the most significant part of the disagreement, which is the valuation of the car.The call I received on May 9 did not even allow for three days.  When I was contacted by [redacted]e on Monday, May 9, the offer required me to return the vehicle by close of business on May 11.  At that time I did not have a rental was not in a position with my schedule to pick one up before May 10 at earliest.  [redacted]e was not even familiar with the three requests I had made for resolution. According to her she is not allowed access to that information.
Regards,
[redacted]

February 25, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding the property claim for your son [redacted]. We replied to your complaint on February 13, 2015, and advised that we would respond to the Kentucky Department of Insurance (DOI) inquiry regarding this matter. Our records reflect that our response was provided to the Kentucky DOI on February 20, 2015. Thank you for the opportunity to reply. Sincerely, [redacted]

November 12, 2015Mr. George [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]: I am responding to your submission regarding your checking account.  Thank you for speaking with Albert Garcia, of our staff, and clarifying that your submission was regarding the 17 nonsufficient funds (NSF)...

fees you were assessed in September 2015.  Mr. Garcia’s review of your situation and conversation with you verified that the September 2015 account activity was not fraudulent, and the NSF fees were assessed appropriately.  As a courtesy, 12 of the NSF fees were previously refunded to you.  We respectfully decline your request for additional NSF fee refunds.  Please note that monthly account statements are provided to you online in accordance with your document preferences.  Should you need assistance with accessing your online account, please contact our website technical support at [redacted] We appreciate you allowing us to research this matter and reply to you. Sincerely,[redacted]

*uly 7, 2016
 
Mr. [redacted]. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your auto claim.
 
Our records confirm that you filed an inquiry with the Virginia Bureau of Insurance (BOI).  We will respond to...

Virginia BOI accordingly.
 
Thank you for the opportunity to reply.
 
Sincerely,
 
[redacted]

May 18, 2016
 
Staff Sergeant [redacted], USAF
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]: 
 
I am responding to your submission regarding your March 1, 2016, property claim. 
 
I understand that your adjuster has spoken with you about the status...

of your claim.  In addition, [redacted], of our staff, was unsuccessful in his attempts to reach you by telephone to discuss your concerns.  Please know that we act in accordance with our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your allegation that we are acting in bad faith.  If you have any other questions regarding this matter, Mr. [redacted] remains available to assist you.
 
Thank you for allowing us to respond to you. 
 
Sincerely,
 
[redacted]

October 20, 2015 The Reverend [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding the handling of your claim. Thank you for speaking with [redacted] who explained that the claim remains under review between USAA and your automobile insurance company. [redacted], of our claims staff, will reach out to you with a status of the claim. Once resolved, Mr. [redacted] or Ms. [redacted] will be in contact with you. In the meantime, they remain available and can be reached at [redacted] We appreciate the opportunity to address your concerns again. Sincerely, [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.

August 7, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your accounts with the USAA Federal Savings Bank. Our employees are expected to be courteous and informative, and I regret if this was not your experience. While we recognize that you disagree with the information we have provided to you, we feel confident that the correct information has been relayed. No new details have been presented that would warrant a change in our initial response. Contact information for [redacted], of our staff, was provided to you in an email dated July 28, 2015, and he remains available to assist you. We ask that you speak with Mr. [redacted] to clarify your account status as the credit card account and the two consumer loans do not reflect as settled. Should you wish to receive the funds in your checking account via official check, please confirm this request and provide the mailing address in writing via the Revdex.com or to: [redacted]
[redacted]
[redacted] We appreciate the opportunity to review your concerns again. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC. This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose.

[redacted]
[redacted]
[redacted]
[redacted]
I am responding to your second submission regarding your homeowners insurance. We appreciate you briefly speaking with [redacted], of our staff, who conducted a subsequent review of your homeowners insurance premium, discussed the amount that was paid by your mortgage company, and confirmed the credit amount that was mailed to you. Should you wish to review your homeowners rates further, Ms. [redacted] remains available to assist you. However, any concerns with your mortgage payment would need to be discussed with your mortgage company. Thank you for the opportunity to review your concerns again. Sincerely, [redacted]