USAA

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]

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]

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

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:  [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]

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]

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]

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]

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
***
*** ***

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]

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.

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 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]

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 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]

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]

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 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]

[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]

May 28, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your C.L.U.E.® report and claim experience. I regret that you did not receive the written response dated April 28, 2015, from [redacted], that was sent by certified mail. Our records reflect that the certified mail was returned to sender. The letter has been resent to you by email, regular mail, and certified mail. Thank you. Sincerely, [redacted]