USAA

December 5, 2014
Petty Officer First Class [redacted], USN (Ret.)
Complaint ID #:[redacted]
Dear Petty Officer [redacted]:
I am responding to your submission regarding your homeowners insurance claims.
Our records confirm that you filed an inquiry with the North Carolina...

Department of Insurance (DOI). We responded to the DOI on October 13, 2014. If you should have additional questions, [redacted], of our Claims staff, is available to assist you, and he can be reached at (210) 498-USAA (8722) or (800) 531-USAA, Extension [redacted].
Thank you for the opportunity to reply.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the conditions that brought on this complaint remain unchanged by USAA.
Regards,
[redacted]

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]

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]

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]

Complaint: [redacted]
I am rejecting this response because: Their response, that I filed a complaint with the Texas Insurance Board, in no way resolves the conflict.  This has been their tack all along.  When I talk to customer service to resolve my concerns they say, We will respond to the Revdex.com.  So now they respond to the Revdex.com by saying they will respond to the Texas Insurance Board.  I filed several complaints because they have avoided addressing my concerns for over three months.  This company does not offer customer service, it is more of a customer disservice!  A nasty company with which to try to do business.
Regards,
[redacted]

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]

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]

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]

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 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]

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me.
Regards,
[redacted]

July 20, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding the December 2, 2016, automobile claim.
We are confident that the vehicle sustained mechanical failure, which is not a covered loss. Hence, our decision regarding coverage is unchanged. However, the invoices for expenses you incurred for the cost of the photos and storage fees were submitted to [redacted] for further consideration. [redacted], of our staff, will contact you with the outcome once [redacted] completes the review. In the meantime, Ms. [redacted] remains available to assist you, and she can be reached at ([redacted]) [redacted]-USAA ([redacted]) or ([redacted]) [redacted], Extension [redacted]1.
Thanks for another opportunity to respond.
Sincerely,
[redacted]

November 20, 2014
[redacted] Complaint ID #: [redacted] 
Dear [redacted]:
I am responding to your second submission regarding your checking account with the USAA Federal Savings Bank.
We responded to your complaint on October 31, 2014. While we recognize that you disagree, we feel confident that we provided you with a thorough explanation about your account transactions. In addition, our records confirm the transactions were posted to your account correctly. No new information has been presented that would warrant a change in our position.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

[redacted]
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[redacted]
[redacted]
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[redacted]
I am responding to your submission regarding the automobile claim.  We apologize for any frustration you may have experienced.
[redacted], of our staff, accommodated your request to have your claim...

transferred to another adjuster for handling.  Ms. [redacted] later confirmed that your vehicle was found to be a total loss.  Once valuation is calculated, you will be contacted to discuss settlement.  If you have additional questions, Ms. [redacted] remains available to assist you, and can be reached at [redacted]
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]

Complaint: [redacted]
I am rejecting this response because:  Ms. [redacted] did contact me as she stated, however she could not answer the questions as to why if when I filed the claims of damage to my home in 2012 the response I was given from USAA was that my home was not considered damaged, rather they classified the damage as "Hard living" and denied my claims to all the damages done to the property ie; the electrical, the appliances, the walls, the floors, the fireplace, the pool,etc...Furthermore, USAA held onto my home owners policies for another 2 yrs before they dropped me citing that the house is now "too damaged to cover and considered a High Risk."
How can my home be both?  Either it was not damaged or it was, and if it was then my claims should have been honored by the company that I was paying to protect my home.  I didn't just have a home owner's policy with this company, I added extra coverage to cover my pool and deck for up to $50,000.00 bringing the total over the home to $150,000.00.  I also added a renters coverage and fire coverage over the house to protect my home against my renters.  As it was explained to me when I was adding these polycies this would protect my home against this very thing.  Yet when I came to the company they turned their backs on me.  She then brushed me off to Ms. [redacted] whom made contact with me first just to tell me who she was three days after I filed.  Strangely enough both of these ladies called me on the same day within an hour of each other.  This time Ms. [redacted] is explaining to me that she was ready to go through each claim one by one.  She started with the pool and proceeded to tell me that they were denying the claim on the pool and citing failure to maintain and not destruction.
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]

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]