USAA

Complaint: [redacted]
I am rejecting this response because USAA cannot, will not, and refuses to answer the following questions posed many times!  1. Is an inspection of my living room ceiling without going into the attic or setting foot on my roof, in your core values of service, honesty, and integrity considered a thorough inspection?  2.  Are photos taken from a ladder propped on my eave, proof that my damage is not wind/hail related?  3.  Isn't directing your inspector to re-inspect and revise his estimate proof that USAA acknowledges he did not perform the initial inspection properly?  Core values of service, honesty, and integrity somehow are blowing in the wind!  4.  When a revised estimate was submitted by your inspector without a re-inspection (directed by Claims Dept.) and was accepted by USAA; doesn't that make USAA just as culpable to incompetent practices as he is?  5.  If Mr. Crites believes that "Please ... our core values of service, loyalty, honesty, and integrity ... wrongdoing." Then why won't you answer these questions? Why won't you admit that your decision has no merit because it is based on an incomplete inspection, a fraudulent estimate, an inspector that failed to follow USAA's directives to re-inspect and then revised his estimate. Which of these reflect your company's core values?   
Regards,
[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

[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]

September 28, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the August 29, 2016, automobile insurance claim. [redacted], of our staff, was unable to reach you by telephone to address your concerns. ...

Nonetheless, a detailed review of the claim was conducted and no new information was discovered to warrant a change in our decision.  We are only responsible to pay you for the damages resulting from the accident and not for prior damage.  If you have additional questions, Mr. [redacted] remains available to assist you and can be reached at [redacted] or [redacted], Extension [redacted].   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]

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: USAA and SafeLight desires to install an "After-Market" windshield on a new, 2014.5 Toyota Camry.  The initial repair of placing resin into the crack did not work and the crack is spreading across the windshield. USAA agreed to install a new Toyota windshield, but did not honor this promise when the claim was sent to the "Auto Glass Guy" for the actual repair.
Regards,
[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]

Complaint: [redacted]
I am rejecting this response because my issue has not been completely resolved.  Two agents with USAA are working with me, but I am displeased by the inaccuracies that existed in my file.  It is too soon to state that I am satisfied.  I appreciate that the company was quick to respond to my Revdex.com complaint.  The information that was repeated to me, did not match the police report or the report issued by my issuance carrier.  I am concerned that if I mark resolved USAA will  no longer work on my claim.
Regards,
[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]

Complaint: [redacted]
I am rejecting this response because: I specifically said I did not want [redacted] upfront. When [redacted] arrived he told me 1700, no other numbers. I would have add 300 to 1700. I pay the company at least 400 dollars a month. Why badger a 257 differential, its not a competent or consistent. I have had issues with respect and intellectual abilities with the company before having nothin to do with the claims. After reviewing consumer affairs about the company I found out from other testimonies that this was an isolated incident. So many similar testimonies about the treatment in regards to money and communication. I only researched consumer affairs after waiting a duration of a Business Week after I receive a check on days they are not available to answer the phone for that matter. Before I looked up CA, someone called perpetrating a manager and asking for my banking numbers. I was going to render them until after 20 minutes he was not a manager but said he was. I continued to ask for managers and never got to speak to one about [redacted] behavior even if they choose to keep the payment the same. I know [redacted] is a liar. I know what I read on consumer affairs. I knew to anticipate dishonesty and disrepect. What I didnt know is that I was not alone, that there are similar conflicts with the same company. It was then after I decided to have the check I called in to cancel to be directly deposited. It was then and only then I became aware and given proff of payment protocol. Opposed to being blindsided by unexpected payments or payoffs. The company has never allowed me to speak to any management. According to Consumer Affairs there were about 500 top complaints within the past 2-6 months. All having to do with communication or money. USAA clearly thinks of itself something greater than a scam organization. Its ok theyre ok with that. For me this is about principal and also the claim. Yet I feel the power that knowledge has provided me knowing that they are other consumers and people that were prey to this pety company.
Regards,
[redacted]

January 6, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account. I regret the frustration you experienced as we strive to provide quality service to our membership. Please know that your situation was shared with the...

appropriate areas based on your feedback. As you know, USAA Bank is moving to Visa, which allows us to offer better products and services in an effort to continuously provide competitive benefits to our members. Our records indicate that we sent you an email on October 31, 2015, notifying you of the upcoming changes and the date you would receive your new Visa card. Thank you for speaking with [redacted], of our staff, to address your concerns and who confirmed that you have 90 days from the account closure to redeem your rewards points. Consequently, you received a credit of $1,044.00 after redeeming your points, and a refund check was mailed to your address of record. Please know that the USAA Bank acts in accordance with regulations as well as with our core values of service, loyalty, honesty, and integrity, and we deny any allegations of wrongdoing. If you have any further questions, Ms. [redacted] remains available to assist you. 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 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]

[redacted]
I am responding to your submission regarding a joint bank account with the USAA Federal Savings Bank (FSB).  We take all matters of fraud very seriously, and our decisions are not made without thorough...

consideration. 
Our records indicate that in August 2015, you established a joint checking account for you and Mr. [redacted].  I understand you spoke with [redacted], of our staff, who confirmed that after an investigation was conducted, we determined that you are liable for the negative account balance.  If you have additional questions, Ms. [redacted] remains available to assist you. 
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution not be able to be expected the resolution that will come from this to be in my fave. 
Regards,
[redacted]

September 4, 2015 [redacted]
[redacted] Dear Mr. [redacted]:  I am responding to your submission regarding the replacement cost for your [redacted] homeowners loss on January 6, 2015.   Our records confirm that you filed an inquiry with the [redacted]...

Insurance Department (WID) regarding this matter.  We will respond to the WID accordingly.   Thank you.   Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:I did have a conversation with [redacted] who "confirmed" that USAA there would be no more research done into my claim and USAA considers this matter closed. I explained to her that their reason for closing my claim is unwarranted, for the second time this claim. [redacted] continued to insist that USAA considered the matter closed and I wouldn't be allowed to even talk to the Escalation Manager who I originally talked to. However, on June 28 I received a phone call from the claim manager and a employee of USAA who is mechanically inclined. They called me to explain the reason for the denial of the claim and put me at ease about the claim. After being told they couldn't find the type of damage needed to find to cover the claim a few different ways, they tell me there would need to be a bent rod in my engine for there to be any kind of water damage to my engine and they didn't find it. This was their reason for denying the claim. I called them out on them not knowing if I don't have a bent rod without completely tearing apart my short block engine, which they didn't do before hand. They agreed, reopened my claim and even pay for the extra tear down. I was informed just before by their highest management, according to them, that USAA considered the matter closed and their was nothing more to discuss. The USAA employee continued calling my engine hydro locked, which I politely disagreed but was told I was wrong. My own knowledge of automobile mechanics had kept me in the claim this long. Which is truly sad when customers have to be mechanically inclined to not get done wrong by their own bank/insurance company. They wanted me to instantly agree to the full tear down but I wanted to talk to my shop and other mechanic shops on the matter. I didn't want to waste any more time and break my car apart even more than it already is if other mechanics thought it wouldn't be worth it. I told them to hold off for me to see if I even have a case.  I wasn't 100% sure if I was correct so I accepted his terminology. I called them back the next day to approve the full tear down. I informed the claims manager of the mechanics I am talking to are saying that USAA is incorrect on their terminology of hydro lock and that more damage can be caused by water damage other than a bent rod. We eventually have a three way phone call where the same engine mechanics expert and I disagree over mechanics excessively. He was clearly biased on the situation, it's his job I suppose. He continued to call the engine hydro locked and said they need to find a bent rod in the full tear down to cover the claim. Every mechanic I have talked to has told me USAA's using the term wrong in my case. But conveniently for USAA, a hydro locked engine usually does have a bent rod. It seems they continue to call it hydro locked because they know the symptom of an actual hydro lock won't be found, therefore giving them "good" reason for denying my claim. The fact that your escalations department has denied me access to talking to the manager I was talking to, then the claims department calls me days later and reopens my claim after I had to call them out on them not actually knowing if I had a bent rod in the first place. THEN, get this message on Revdex.com from USAA believing my claim is still closed doesn't surprise me at all after this claim. USAA is still paying for a full engine tear down of the engine for diagnostics according to the claims manager and mechanical expert. This has been discussed with my shop as well. How can management not know what's going on with the claim, yet post an inaccurate rebuttal?Regards,[redacted]

November 11, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted] I am responding to your submission regarding your recent insurance payment, and the associated overdraft fees against your deposit account.  Thank you for speaking with [redacted]...

and [redacted], of our staff, who accommodated your requests.  I hope that your conversation with them reassured you that your satisfaction is important to us.  If you have additional questions, Mr. [redacted], or Ms. [redacted] remain available to assist you. We appreciate you allowing us to 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]