USAA

July 24, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your May 13, 2015, automobile claim and the work that was performed by AutoNation Collision Center of Denver (AutoNation) through the direct repair program. I regret any...

frustration and inconvenience you experienced as a result of this matter. Due to the damage being at 51 percent of the approximate actual cash value and the fact there is no total loss threshold in Colorado, your automobile is not considered a total loss. [redacted], of our staff, thoroughly reviewed your claim and confirmed with AutoNation and the assigned Field Physical Damage Specialist, [redacted], that all the items listed on the estimate have been replaced and repaired. I understand that Ms. [redacted] is working with you in addressing the remaining issue with the exhaust and font motor mounts. Should you have any additional questions, both Mr. [redacted] and Ms. [redacted] remain available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

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

January 29, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your automobile claim. Thank you for discussing this matter again with [redacted], of our Claims staff, and for accepting the total loss settlement. [redacted] remains available to assist you, and she may be reached at [redacted] or ###-###-####, Extension[redacted]. Thank you for allowing us to respond to you. Sincerely, [redacted]

June 23, 2016
 
Ms. Linda [redacted]
Complaint ID #: [redacted]
 
Dear Ms. [redacted]:
 
I am responding to your submission regarding your automobile loss.
 
Many factors are taken into consideration when determining the actual cash value of a vehicle, such as the mileage, the...

options, and the condition of the vehicle.  Unfortunately, [redacted], of our Claims staff, was unable to reach you by telephone and would like the opportunity to discuss this matter with you.  You may contact Ms. [redacted] at [redacted], Extension [redacted], at your convenience.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[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]

July 17, 2017   Ms. [redacted]  Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your mother’s homeowners insurance claim.  I regret to hear about the frustration you experienced, as we strive to provide quality service to our...

entire membership.    Thank you for speaking with [redacted], of our staff, who discussed your concerns.  As Ms. [redacted] explained, coaching was provided to those involved to ensure other members do not have a similar experience.  Your feedback is appreciated, as we are continually seeking ways to improve the way we do business. Additionally, Ms. [redacted] mentioned that she would continue to monitor the claim until the engineer’s report is received and reviewed. Should you or your mother 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, 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]

January 29, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding a fee you were charged on your USAA Federal Savings Bank (FSB) checking account. Thank you for speaking with [redacted], of our staff, who confirmed that the FSB sent you...

a copy of a state levy and a Notice of Hold in advance. A review of your situation determined that the fee was charged appropriately and consistent with the Depository Agreement and Disclosures (DAD), which is provided to all accountholders and available online. The DAD indicates under the Service Fee Schedule, that the FSB will charge up to $100.00 as a Legal Process Fee, which includes processing of any garnishment, tax levy, or other legal order against an account, whether or not funds are actually paid. Therefore, we are unable to honor your request to refund the charge. The FSB adheres to all applicable banking regulations and acts in line with our core values of service, loyalty, honesty, and integrity, and we disagree with your allegations of impropriety. If you have any further questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply 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]

August 11, 2016
Grady [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your reply to a consumer loan issue.
We responded to your complaint on August 3, 2016. I understand that in addition to speaking with [redacted], you also spoke with [redacted], of our management staff, who offered to allow recovery of your second vehicle if we received a payment from you by August 4, 2016. We did not receive a payment by that date and proceeded with placing the vehicle up for auction.
We respectfully disagree with your allegations of wrongdoing and with your statement that we do not care about the members who we serve. Occasionally we must deliver news that we know a member may find disappointing but we remain confident that this matter was handled correctly.
We appreciate the opportunity to reply to you again and consider this issue closed.
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]

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

December 9, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding the October 30, 2015, automobile claim.  Please accept our apology for any frustration that you experienced.  A thorough review of the situation...

was conducted and an opportunity was identified concerning the handling of the claim.  Coaching was provided to those involved to prevent a recurrence.  Our records reflect that on November 18, 2015, we were successful in confirming liability on this accident.  Payment for your vehicle repairs was issued on            November 23, 2015.  In addition, on November 30, 2015, you were provided with detailed information about a rental vehicle while yours is being repaired.  The check for your damages was reissued on December 1, 2015, after you notified us of a misspelling on the original draft.  While we recognize this may have inconvenienced you, we cannot honor your request for additional compensation.  Should you have any questions regarding this matter, [redacted], of our staff, remains available to speak with you, and he 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:
Regards,
[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]

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: 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]

Complaint: [redacted]
I am rejecting this response because:  [redacted] did not pay up 1,[redacted].00 for an injury claim as I did not file an injury claim.  They paid 1,[redacted].00 for lost CD's and case and time missed from work.  They did in fact pay 610.00 for replacement glasses.  The accident occurred on July 11, so they did not pay anything on July 9th, don't know where that date came from.  There has been no settlement for the value of the car or loss of use of the car.  The two major points of contention remain - the value of the Honda extended 125,000 warranty due to a rebuilt engine, the value of the rebuilt engine and the value of new tires versus "good" tires.  The car had over 35,000 miles left on the engine warranty.  [redacted] gives practically no value for that.  They also stated that they do not pay for retailer profit.  In other words, they expect us to accept wholesale value and we have to replace the car at retail value at a loss to us.  Regards,[redacted]
  Our records confirm that you filed an inquiry with the North Carolina Department of Insurance (DOI). As such, we responded to the DOI on August 10, 2017, with a detailed explanation and an updated status of the claim. As noted in the response, the loss settlement was extended in the amount of $14,084.12. Additionally, on July 9, 2017, a payment of $1,[redacted].00 was issued for your injury claim, and $610.00 was issued for your glasses. As duly noted in our response, the claim for the compact discs is still under review. Should you have additional questions, you may contact Claims Service Manager [redacted] at ([redacted]) [redacted]-[redacted] ([redacted]) or ([redacted]) [redacted]-[redacted], Extension [redacted]. 
Regards,
[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]