USAA

February 17, 2016
Mr. Carl Donald Smith
Complaint ID #: 11125947
Dear [redacted]:
I am responding to your submission regarding your automobile claim.
Thank you for speaking with [redacted], of our staff, about your concerns.  Following a thorough review of your claim, Ms....

[redacted] advised that the damage to your vehicle was confirmed as wear and tear, which would not be covered by your policy.  However, Ms. [redacted] did identify an invoice from your June 21, 2015, claim that was unpaid, and she issued a check on February 12, 2016.  Should you have any questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

October 22, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your son’s loan, which listed you as a co applicant. Thank you for speaking with [redacted], of our staff, who confirmed...

that the processing of the loan was handled correctly and that the appropriate disclosures granting permission to be added as a co-applicant was completed. We respectfully decline your request to remove your name from the loan and to rescind corresponding information from your credit report. Please know that we follow all applicable regulations and act in line with our core values of service, loyalty, honesty, and integrity. Should you have any further questions, Ms. Montemayor remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business inreference to complaint ID [redacted], and find that this resolution issatisfactory to me. Since our last communication USAA has contacted me and itappears they are accepting responsibility and have agreed verbally to pay forservices they led me to believe I was to have received from them. I am incontact with USAA's [redacted] hope I spelled her name correctly, at[redacted] e[redacted] and we are just waiting on the final bill from myUrologist, [redacted] so we can get an exact amount I am left responsible withfrom their services which I was told by USAA would be covered and wasn't. I amvery happy that it looks like this situation is going to be taken care of by USAA.My concerns with this event, as I've expressed to USAA, may have seemed trivialbut what could have happened by this unfortunate error is; if I would have hada major medical event take place it could have financially devastated me and myfamily thinking I was covered for the expenses I was not. Hopefully both USAAand I have learned a lesson from this experience and nobody will ever be placedin such a possible devastating situation as this again. I would like to thank the Revdex.com for your input in helpingresolve this situation and I would also like to thank USAA for understandingwhy I felt it necessary to follow through with this complaint in hopes ofclosing a glitch that could put a future customer and USAA in a very badfinancial situation. Regards, [redacted]

February 2, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding auto insurance policy. Thank you for speaking with [redacted], of our staff, who advised that our records confirm that [redacted] was added to the auto policy...

effective November 5, 2014, which resulted in the premium increase. Your policy has been on an automatic payment plan since June 2012, with the payments being automatically debited from your checking account. As [redacted] explained, acting in accordance with our policies, we would remove [redacted] from your policy once we receive supporting proof documenting that he is insured under another policy. I regret that your recent experience led you to cancel the auto policy and appreciate you allowing us to reply to you. Sincerely, [redacted]

July 21, 2015 [redacted]
 Dear Mr. [redacted]:  I am responding to your submission regarding the reporting of the April 18, 2014, automobile loss.   Thank you for speaking with [redacted], of our staff, who confirmed that the loss...

description has been updated to mechanical failure and that your automobile policy premium was not impacted by this incident.  As Ms. [redacted] advised, the accident report will remain on file in accordance with the terms and conditions of the policy.  Should you have any additional policy premium questions or wish to review your policy in detail, please contact us at [redacted]   We appreciate the opportunity to look into this matter and to respond to you.   Sincerely, [redacted]

September 16, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your account with the [redacted] Federal Savings Bank (FSB). I understand you spoke with [redacted], of our FSB staff, about this matter.  Our records...

confirm that July 12, 2016 through July 18, 2016, you attempted to deposit multiplechecks via Deposit@Mobile® into your checking account.  An investigation determined the checks were written from a closed account.  Your checking account with the FSB was closed and you were issued a check for the remaining funds, which you confirmed receipt of.  Based on your account transactions, we exercised our right, to the extent allowed by law, to discontinue doing business with you.  Should you have any additional questions, Ms. [redacted] can be reached at ([redacted]-[redacted]) or ([redacted]-[redacted], Extension [redacted].    We appreciate you allowing us to reply to you.   Sincerely, [redacted]

July 16, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding [redacted]’s homeowners claim. I regret any frustration you and your father experienced as we strive to provide quality service and fair claims handling to our...

entire membership. We take the responsibility of protecting our members’ personal information very seriously. As such, we can only discuss [redacted]’s homeowners claim with him or the authorized powers of attorney on file. [redacted], of our staff, was unsuccessful in her attempts to reach either power of attorney. Ms. [redacted] remains available to discuss the status of the claim with [redacted] or his powers of attorney, and she can be reached at [redacted]
We appreciate the opportunity to reply. Sincerely, [redacted]

August 26, 2016 [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) secured [redacted] card. Thank you for speaking with [redacted], of our staff, who explained that once...

payments are submitted to be paid on the same day, the payment cannot be canceled.  We understand that you attempted to correct the mistake and cancel the payment once you realized it was made from the wrong account.  As a courtesy, Mr. [redacted] was able to return the $15.00 fee plus $3.53 in finance charges.  This leaves your account with a zero balance. We appreciate you allowing us to reply to you.  If you have additional questions, [redacted] [redacted] remains available to assist you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

March 2, 2016
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your mortgage loan.  We apologize if your service experience did not meet the level of service you have come to expect and deserve from...

USAA.
The USAA Federal Savings Bank (FSB) complies with all applicable banking regulations and with our core values of service, loyalty, honesty, and integrity. [redacted], of our staff, conducted a thorough review of your account and confirmed that the FSB processed your mortgage loan in accordance with applicable banking regulations.  Additionally, Dovenmuehle Mortgage, Inc. (DMI), sub-servicer of the loan, disbursed property tax payments, analyzed the escrow account, and assessed late fees appropriately.  Therefore, we respectfully disagree with your allegations of wrongdoing.
I understand that Ms. [redacted] sent a detailed email response to you on February 11, 2016, and spoke with you by telephone the next day to discuss your concerns and to explain the events that transpired.  As you know, DMI will distribute the escrow account shortage over a period of 36 months beginning with the March 2016 payment.
[redacted] we regret any inconvenience this matter may have caused you. If you have additional questions, Ms. [redacted] remains available to assist you.  Thank you for allowing us to review your concerns, resolve the situation, and respond.
Sincerely,
[redacted]

October 1, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding the August 28, 2015, automobile claim. I apologize for any frustration you experienced as we strive to provide fair handling and quality service with every claim. I understand...

that an additional review of the claim was completed and the liability decision was overturned. Subsequently, a payment was issued to you for your vehicle damages. Should you have any additional questions, please contact [redacted], of our staff, at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

December 29, 2015
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB).  I regret the frustration you have experienced and appreciate the opportunity to clarify our...

position.
Our records reflect that on December 4 and December 5, 2015, a total of five checks were deposited into your joint deposit accounts via Deposit@Mobile®. This required the use of your confidential log-in credentials, which had not been changed. During this time, you validated debit card activity, and subsequently, you advised the FSB staff of your awareness of the deposits from a known person. 
According to the FSB's Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, "if FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may 'freeze' (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities." As such, an investigation was initiated, and your deposit accounts were placed in a credits-only status.
I understand you spoke with Hope Gallegos, of our staff, who thoroughly researched your concerns and explained that as a result of our investigation, we have determined that you are responsible for the account activity.  We show that your account access has been restored. Should you have any additional questions about this matter, Ms. [redacted] remains available to assist you.
Thank you for allowing us to review your feedback and reply to you. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
First, Rose, you like many USAA representatives I spoke to about this whole issue deflected the real problems 'wonderfully'.  My complaint was never the timeline to recover my vehicles USAA paid a crooked shop ran by thugs to steal.  In fact, to this day, I have several hundred dollars missing from my vehicles all because USAA broke a verbal promise to allow me access to the loan modification process.  Turns out, USAA doesn't have to keep their word to members.  AND I have recorded conversations to prove it.  I'm not the only one who has had this happen.  Do a google search and find out for yourself.But you like [redacted] or [redacted] care little about fact, just your skewed reality.  For you to bring this 'offer' into this conversation shows how classless you really are.  That USAA allows you and others to treat former and current military members like this is truly amazing.  Hope you enjoy working with a crooked company that cares solely about the bottomline and nothing more.  If you did care about more than the bottomline, you'd realize how USAA screwed up and broke a promise that resulted in destroying a 10 year relationship.  No problem..I'll take my at one time 15 accounts elsewhere.   
[redacted]

February 16, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your request to cancel your auto insurance policy. I understand [redacted], of our staff, was unable to reach you to discuss this matter. However, we have no record of a...

request to cancel your policy, which was set up for automatic payments. [redacted] canceled the automatic payments to prevent future withdrawals, and we regret any frustration you may have experienced. As [redacted] indicated in her February 6, 2015, email, you may reply with the effective date of cancellation so she can process your request and update the billing, or you may contact her at [redacted] or ###-###-####, Extension[redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

July 9, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank. Our records confirm that you filed an inquiry with the Attorney General of Washington about your concerns. We will respond to...

the Attorney General accordingly. Thank you for allowing us to reply to you. Sincerely, [redacted]

February 17, 2015
[redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding fees you were charged related to a transaction made on your USAA Federal Savings Bank checking account.  We strive to provide quality service, and I...

regret any concern this matter caused you.
I understand that [redacted], of our staff, was unable to reach you to discuss your concerns.  As a courtesy, the remaining three NSF fees were refunded in the amount of $87.00.  If you have any further questions about this matter, [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: We have fulfilled the 2 requirements of accident forgiveness: 5 years without an at fault accident and 5 years as USAA customers. The last accident occurred on January 11, 2011. This was over 5 years ago. I was told the "surcharge period" began on December 25, 2011. Show me the document that proves this and also provide a document that states the accident free time starts at the surcharge period date and not at the date of the accident. I would also like to see the document that states the surcharge period began on December 25, 2011 and that that date is not just some arbitrary date that you picked. By the logic presented to me, you could have chosen the surcharge period date as being today! I was also told that we were not customers during the whole 5 years. We lived in MD until July 2013 and carried a MD auto insurance policy with USAA. When we moved to VA in July 2013, our MD policy ended and a VA policy started. At not time did we ever have a lapse in coverage and were covered by USAA policies continuously. I have taken screen shots of your website and portions of our policy. No where does it state that our policy ended or that moving to a different state would make our 5 years of no accidents any longer. I've also attached a transcript of a chat I had with an agent in December 2015. Your own agent assured me we would have earned the accident forgiveness for the next policy renewal in July 2016. This is nothing more than false advertisement and USAA making up the rules as you go along.
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted] I am responding to your submission regarding your valuable personal property claim. I regret any frustration you experienced as we strive to provide quality service to our entire membership. I understand you...

spoke with [redacted], of our staff, who provided you a breakdown of the agreed payment amount that has been sent to you via an electronic funds transfer. If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

February 3, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank (FSB). We appreciate you speaking with [redacted], of our FSB staff,...

about your concerns. It is important to note that the USAA Federal Savings Bank (FSB) complies with all banking regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity. As Mr. [redacted] advised, the FSB is accurately reporting your loan payment history to the consumer reporting agencies. Therefore, we must respectfully decline your request to make any changes to the account reporting. If you have any additional questions, Mr. [redacted] remains available and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
I have not been provided proof that he "willingly" participated.  I know he was a "victim" of a scam as stated by your bank representative.  I also know he told you he did not give out his information willingly.  A scam constitutes fraud and USAA has Fraud insurance just for situations like these.  Until I receive the copies I requested from USAA via certified mail, of the complete investigation, I will not be satisfied.
Regards,
[redacted]

February 1, 2017   Specialist [redacted], USA (Ret.) Complaint ID #: [redacted]   Dear Specialist [redacted]:   I am responding to your submission regarding your auto insurance policy.   Thank you for speaking with [redacted], of our staff, who discussed the outstanding...

balance on your account and explained our policy regarding website access.  USAA representatives are available to assist you with any transactions you are unable to complete via the mobile application.  Should you wish to discuss this matter further, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]