USAA

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]

March 15, 2017
Petty Officer First Class [redacted], USN
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your second submission regarding your automobile insurance claim.
In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy. A thorough review of your situation was completed; however, no new information was discovered to warrant a change in our decision.
Our records confirm that you filed another inquiry with the Florida Department of Insurance (DOI). Accordingly, a detailed response will be provided to the DOI.
Petty Officer Humphrey, please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity. Thank you for the opportunity to reply.
Sincerely,
[redacted]

March 16, 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 frustration you recently experienced as we strive to provide quality service. 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.
Our records show we sent a payment on March 8, 2017. If you have additional questions, [redacted], of our staff, remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I  will not accept false statement  for something I didn't do. This is call misrepresentation the information and breach of contract. For this I will not do business with this company because at the same time they close my bank account. What that got to with the insurance company.( Breach of contract). I'm a business person, just this company. I never misrepresentation any  information, when you knew on your letter it was a hail storm and my cars were damaged. We have military police report to prove the incident where [redacted] got hit by hail damage. Remember Imp a Military member, in the Army that been loyal to your for more than 15 years- check my history-and cause you close all of my account you put stress on my me, and my family. Thank for your response but at the same time my cars are not fix and I paid for my insurance for 15 years plus I had coverage for hail damage. Your adjuster came to my house and estimate the damage, I have proof and my contract when I took out insurance, stated I am cover.  If I misrepresentation information , why did the company send adjuster to my house and gave me a total of the damaged cars and take some where to get repair. The Military stated they was going to pay for the repair for that I have police report of the hail damaged and what time it happened. That not misrepresentation that's official statement. The Coverage change on the 6 June 2015. June 4 and 5 2015, I was coverage. I honor this country proudly and I can get the right service for a service member that never lie, fraud or steal but pay his bill on time. Thank you, I see how I get  treated unfairly.
Regards,
[redacted]

June 9, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your concerns with your auto claim. Thank you for speaking with a claims service manager about the matter. I am pleased to learn that the situation was resolved, and payment was...

issued to the body shop on June 3, 2016. We appreciate you allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because, it is a lie, a fraudulent statement, a fabrication. We have already spoken to the company on the telephone and they confirmed they have the police report but they refuse to do anything anyway. The original adjuster, [redacted], refused to answer our calls, voicemails, and emails. We finally got a supervisor on the phone who confirmed that the adjuster was avoiding us. USAA's client stuck our car from behind because they were following too close. USAA is responsible for fixing our car but they refused to, even after receiving the police report. USAA representatives have lied to us and are using fraudulent means to avoid the claim. Unless they want to cover the cost we spent on repairing the car of $3000, the complaint stands.
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
Dr. [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]

December 11, 2014 Lieutenant [redacted] USA Complaint ID #: [redacted] Dear Lieutenant [redacted]: I am responding to your submission regarding your USAA Diamond and Jewelry Service purchase. We regret any confusion or frustration you experienced. Thank you for speaking with [redacted],...

of our staff, about your jewelry purchase. As he explained, the bridal ring set you purchased last year had a 30-day return policy; therefore, the item no longer qualifies for a return. USAA decided to discontinue the Diamond and Jewelry Service in July 2014. An announcement about the decision was added to our website on May 23, 2014, and it was also conveyed to our employees via internal notifications. Please be advised that USAA has never offered a service on how to sell valuable items and regrettably, we are unable to assist you with your request. Your feedback regarding staffing at our financial centers has been noted as we are always looking to improve the way we conduct business. While you did not find the Video Telephony service helpful, many of our members find the new communication format engaging and interactive. Thank you for allowing us to reply to you. 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]

August 30, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your USAA Federal Saving Bank (FSB) [redacted] card.  We strive to provide excellent service to our members, and we regret any frustration you...

experienced. Thank you for speaking with [redacted], of our staff, who confirmed that you have a credit of $97.69, and that you will receive a check for this amount.  I understand that she attempted to review the allegation that your statement was incorrect; however, you did not wish to discuss the matter. If you have any additional questions, Ms. [redacted] remains available to assist you.        We appreciate you allowing us to reply to you. Sincerely, 
[redacted]

February 10, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the September 4, 2014, automobile claim. We strive to provide quality service and fair claims handling to all of our members. I regret the frustration this situation has caused you...

and for the delays related to your claim. Coaching was provided to the appropriate individuals to prevent other members from having a similar experience. I understand that your claim has been settled and that your deductible has been reimbursed. Should you have any questions, [redacted], of our Claims staff, remains available to assist you, and she can be reached at [redacted] or [redacted], Extension [redacted]. We appreciate the opportunity to look into this matter and to respond to you. Sincerely, [redacted]

December 17, 2014 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the billing of your insurance policies and deposit account with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of our insurance staff, about your...

billing concerns. As [redacted] explained, USAA does make one additional attempt to collect on a payment when the first attempt is returned due to insufficient funds (NSF). Coaching has been provided to those involved to ensure other members do not have a similar experience and are provided accurate information. In addition, [redacted], of our FSB staff, attempted to reach you by telephone and email without success. USAA provides options such as overdraft protection and account alerts in effort to help prevent NSF fees. [redacted] remains available to speak with you and answer any questions you might have. He may be reached at (210) 531-USAA (8722) or (800) 531-USAA (8722), Extension [redacted]. We appreciate the opportunity to address your concerns. Sincerely, [redacted]

December 17, 2014 [redacted] Complaint ID #:...

[redacted] and[redacted]: I am responding to your submissions regarding your valuable personal property (VPP) claim and your online access to your USAA accounts. As you know, your VPP claim from September 26, 2014, was declined for material misrepresentation. I understand you spoke with [redacted], of our staff, who informed you that the VPP policy states that you have one year from the date of loss to file suit against USAA for the denial of your claim. In keeping with the company’s core values and our commitment to the membership as a whole, we have adopted a policy which prohibits USAA and our affiliates from doing business, to the extent allowed by law, with members who have misrepresented facts to USAA. Accordingly, your access to usaa.com has been restricted. In addition, the USAA Federal Savings Bank (FSB) mailed a letter to your address on file advising we had exercised our right to discontinue doing business with you and were closing your accounts with the FSB on December 12, 2014. Your online access will remain restricted; however, you may mail correspondence to [redacted], or contact a representative by phone at (210) 531-USAA (8722). Our review found that your documents including your statements have been mailed to your address on file. You will continue to receive your statements by mail. I understand a letter was also mailed to your address on file on November 24, 2014, confirming that we would no longer automatically withdraw your insurance payments and that a paper statement was mailed to you. Thank you for allowing us to reply to you. We consider all matters closed. Sincerely, [redacted]

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]
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[redacted]
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[redacted]
Your concerns regarding the April 8, 2016, automobile claim were shared with me. 
I understand [redacted], of our staff, spoke with you about the handling and the status of the claim.  If...

you have any other questions, Ms. [redacted] remains available to assist you.
Mr. [redacted], thank you for allowing us to look into this matter and respond.
Sincerely,
[redacted]

August 14, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your July 14, 2017, automobile claim.   Our records confirm that you filed an inquiry with the South Carolina Department of Insurance (DOI). ...

We responded to the DOI on August 4, 2017.    Thank you for the opportunity to reply.   Sincerely,   [redacted]

January 28, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the hold that was placed on your deposit to your checking account with the USAA Federal Savings Bank. I apologize for any frustration or inconvenience you...

experienced as a result of this matter. Thank you for taking the time to speak with [redacted], of our staff, about your account. As he advised, the hold on your deposit was removed, and the account status was updated to remove the extended hold time on deposits. Please know that future deposits are subject to our standard hold time as outlined in the USAA Depository Agreement and Disclosures. Should you have any additional questions, Mr. [redacted] remains available to assist you. I appreciate you allowing us to reply to you. Sincerely, [redacted]

November 28, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your recent automobile accident.   Thank you for speaking with [redacted], of our staff, who discussed your concerns.  I regret the...

frustration you recently experienced as we strive to provide quality service and fair claims handling. Coaching has been provided to those involved to prevent a similar occurrence.    Our records indicate that a courtesy upgrade to a comparable vehicle was provided.  Additionally, [redacted] made a business decision to charge a $40 deposit and USAA is unable to influence their decision.  Should you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: he called me one time and I returned his call and left a voicemail for him to call me back. He never called back. I'm tired of USAA and I will be looking for insurance elsewhere. They never had a problem receiving my payments but I'm having a problem with my coverage.
Regards,
[redacted]