USAA

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]

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]

August 30, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [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 addressed your concerns...

about the liability decision as well as the total loss settlement. If you have additional questions, Ms[redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
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]

Complaint: ***
I am rejecting this response because: I have proof that a third charge was made for the insurance and cause an over draft for a second time. Also usaa is also now charging me an additional  fee for the payment going through
***
*** ***

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]

[redacted]
*
[redacted]
*
[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]

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]

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]

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: 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]

June 22, 2015 [redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your property and casualty bill and payment experience. I am sorry to hear about the frustration you recently experienced as we strive to provide quality service to our...

entire membership. Our employees are expected to be courteous and informative, and your feedback has been shared with those involved. I understand you spoke with [redacted], of our staff, who confirmed that you made a $101.47 payment on June 15, 2015, and that we waived the late fee as a courtesy. Mr. [redacted] also reviewed your account status with you, verified that a $149.63 payment is due by June 30, 2015, and established an automatic payment plan to go into effect beginning with your July 2015 payment. Should you have any additional questions, Mr. [redacted] remains available to assist you. Thank you for allowing us to review your concerns and to reply to you. Sincerely, [redacted]

January 19, 2017   Master Chief Petty Officer [redacted], USN (Ret.) Complaint ID #: [redacted]   Dear Master Chief [redacted]:   I am responding to your submission regarding the profile created and the credit card application submitted in your name at USAA.    Our...

records indicate one credit card application was received in your name on December 1, 2012, referred for review, and declined due to fraud.  No card was issued.  On December 6, 2012, restrictions were placed on your profile to prevent any potential loss to you and USAA.    Thank you for speaking with Adrian Gonzalez, of our staff, who confirmed your application was declined at the outset and discussed the documentation you provided.  As you requested, the restrictions on your profile will remain.  We regret any frustration this [redacted]er has caused you.  Please know we are addressing this issue to prevent any future recurrence.   We appreciate you allowing us to reply to you.    Sincerely,  
[redacted]   Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.  Other bank products are issued and serviced by USAA Federal Savings Bank.

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]

June 13, 2016
 
Sergeant First Class [redacted], USA (Ret.)
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your submission regarding your automobile claim.
 
Our records confirm that you filed an inquiry with the North Carolina Department of...

Insurance (DOI).  We responded to the DOI on June 7, 2016. 
 
Thank you for the opportunity to reply.
 
Sincerely,
 
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because: It was only AFTER I filed a complaint with the Revdex.com, and the Revdex.com contacted [redacted], that Mr. [redacted] of [redacted] contacted me by e-mail. He requested I contact him. I had to again contact him to find out which days and times he was available, as there are fourteen hours difference between Japan and San Antonio, Texas, the site of [redacted]. I did in fact call Mr. [redacted], as he requested only to hear a recorded message. Mr. [redacted] was away from his desk and was not available. Then, the telephone went dead. I was disconnected by [redacted]. Their customer service continues to deteriorate.     I called back and was connected to a different Customer Service representative, a [redacted] (I believe the spelling is). She told me the cause of the problem is the merchants not using my correct address. I informed her that this was the sixth or seventh time I had contacted [redacted] in this regard. Once again, the merchants with whom I did business before [redacted] forced its customers to switch from MasterCard to Visa, always had the correct, complete address. The truncated address [redacted] required them to use is completely unintelligible, as two of the merchants, and my mailman here in Japan, informed me. Plus,I informed [redacted], I purchase personal property insurance from [redacted], presumably a different division. That division always (!) sends me billing statements to my complete and correct address. Why cannot the Banking Division do the same?     [redacted] put me on hold for approximately one-half hour while she discussed the matter with a Senior Representative, one [redacted] returned to the phone and informed me she had intiated a "ticket number" which she would pass to the Information Technology (I.T.) people; I do not know if the IT people work directly for [redacted] or not. I did say that another Customer Service Rep, one [redacted], had informed me that SHE would contact I.T. on my  behalf three or four weeks ago. [redacted] said that no contact of I.T. had been made by [redacted] or any other representative. So, I am forced to believe that [redacted] is incompetent or a liar, simply telling a customer suffering from a problem initiated by [redacted], that the matter was being taken care of, when actually nothing at all happened.     As far as other merchants accepting the card, one (www.iherb.com) did, and I was completely surprised. I therefore thought that [redacted] had solved the problem. I contacted another merchant and placed an order for a small amount of money,  simply as a test of the card.Guess what? The order was denied by [redacted]. So, that is the reason I attempted to contact Mr. [redacted], who was not on the job after he told me he would be, and I wound up speaking with [redacted]. I must say [redacted] was pleasant and professional. She apologized for the trouble I have had, adding some other [redacted] customers have similar problems. She then told me that the "ticket number" would insure that the IT people address the issue as to why they are incapable of using my correct address.     So! No, this issue is NOT resolved at all! I certainly want to believe [redacted], and I thank her for her help. Again, nothing is resolved yet. [redacted] has no control over the I.T. people. [redacted] said I will need to wait anywhere from two days to possibly (much)longer before I.T. gets around to fixing the problem they started. Again, this is the sixth or seven time I contacted [redacted], both by phone calls from Japan and on their website (www.[redacted].com). Nothing is resolved after seven weeks of complete frustration by this writer and [redacted] customer, who might not be a [redacted] customer much longer. Many thanks to the Revdex.com people for their assistance.
Regards,
[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]

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]

February 18, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your third submission regarding your August 1, 2013, automobile claim. As you noted, we inadvertently scheduled the reinspection of your vehicle at your address of record, which is the same address listed on your Revdex.com submission, instead of at your alternate location. Our records confirm that after the reinspection was rescheduled and completed, we issued payment to you for the undisputed amount of damages less the deductible. Regarding the repairs that you had completed on the vehicle previously, we are willing to review any supporting documentation you provide to us after you return home in late April 2015. We appreciate the opportunity to review your concerns again. [redacted], of our staff, remains available to assist you should you have any additional questions or if you would like to update your address in our records. She can be reached at [redacted] or [redacted], Extension [redacted]. Sincerely, [redacted]