USAA

March 31, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the claim filed on your property. Our records confirm that [redacted], of our staff, sent you a letter dated March 24, 2015, advising that the March 7, 2014, claim that was...

originally filed against your property was corrected after our investigation found that no loss occurred at that property. We regret the frustration this matter caused you. Should you have any additional questions, please contact [redacted] at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

January 28, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the difficulty you experienced in receiving email notifications for [redacted]’s and your insurance policies. I regret any frustration that this matter may have...

caused you. Thank you for taking the time to speak with [redacted], of our staff, regarding your concerns. As she advised, [redacted] is the primary insured on the insurance policies, and any notifications, emails, or alerts pertaining to the policies are sent to her email address. [redacted] continues to research your claim that you were receiving email notifications at your email address, although it was not the primary email address on file. She will contact you with her findings. In the meantime, [redacted] remains available if you should have any additional questions. You may also reach Website Customer Support directly at ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

October 28, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your mortgage experience with Dovenmuehle (DMI) as your loan servicer.   Thank you for speaking with [redacted], of our staff, who researched...

your account history with DMI.  I understand that he reviewed the negative reporting on your credit report and verified with DMI that the reporting was incorrect and all 2015 reporting should have been suppressed.  A correction was submitted to the credit bureaus to ensure the 2015 reporting was withheld.  In addition, Mr. [redacted] informed you that your loan is now being serviced by NationStar mortgage.  If you have any other questions, Mr. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

January 13, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your automobile claim. Our records confirm that you filed an inquiry with the Kansas Department of Insurance (DOI). We will respond to the Kansas DOI accordingly. Thank...

you for the opportunity to reply. Sincerely, [redacted]

October 19, 2015 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission about the handling of your checking account with the USAA Federal Savings Bank. I regret any frustration and inconvenience you experienced as we strive to provide quality service to our...

entire membership. Thank you for speaking with [redacted], of our staff, who addressed your concerns regarding the establishment of a new account and the affidavits you requested. We appreciate the opportunity to reply to you. Sincerely, [redacted]

August 11, 2017
[redacted]
Complaint ID [redacted]
Dear Mr. [redacted]:
This is in response to your inquiry regarding the July 9, 2017, claim. We regret any frustration this matter may have caused.
Our review of the claim determined that you had regular communication with the...

co-workers of the assigned adjuster.
I understand that on August 10, 2017, [redacted] of our Advocacy and Resolution Team spoke with you. You advised Mr. [redacted] that the diagnostic of the exhaust was completed, but the dealership was not able to relate the exhaust to the claim. As such, we do not owe for the exhaust. In addition, Mr. [redacted] confirmed you returned the rental vehicle on July 27, 2017, and had not incurred any out of pocket rental expenses.

Mr. [redacted], should you have additional questions regarding this matter, Mr. [redacted] remains available to discuss your concerns and can be reached at [redacted], Extension [redacted].

Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: As I have stated my ex bought the pendant. He has the receipts. I made made this statement several times.  I have provided his information and USAA wants me to do the impossible and provide something. I do not have.  
Regards,
[redacted]

February 16, 2017
Sergeant [redacted], USA
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding the handling of your claim. I regret the inconvenience this situation caused you.
Thank you for speaking with [redacted], of our staff, who...

confirmed you were given the option of an appointment prior to the one scheduled for February 2, 2017; however, you opted for that date. In addition, as Ms. [redacted] advised, we listened to the call recording of the conversation between you and [redacted] and confirmed they discussed how the glass would be covered under your policy if it was repairable and if it was not repairable. The claim was handled appropriately.
If you have additional questions on this matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

[redacted]
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[redacted]
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[redacted]
I am responding to your submission regarding your homeowners insurance deductible policy.
In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations...

of the policy.  I understand [redacted], of our staff, spoke with you about your policy deductible.  A thorough review of your situation was completed; however, no new information was discovered to warrant a change in our decision, and the deductible will remain at two percent.  While we regret any frustration you experienced, we appreciate you allowing us to respond.  If you have additional questions, Mr. [redacted] remains available to assist you.
Sincerely,
[redacted]

December 9, 2014
[redacted] Complaint ID #:[redacted]
Dear [redacted]:
I am responding to your submission regarding the notification you received from USAA Federal Savings Bank. Thank you for bringing this issue to our attention and for allowing us to reply to you.
The email address,...

[redacted], has been removed from our database, and you should no longer receive emails from USAA. I apologize for the inconvenience this matter caused you.
Sincerely,
[redacted]

April 7, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your request to cancel your insurance and banking accounts. We regret any frustration this matter may have caused you.
Thank you for speaking with [redacted], of our...

staff, who confirmed that your auto policy was canceled effective February 22, 2017, and that a refund check for a prorated credit was mailed to you on March 23, 2017. Mr. [redacted] also canceled your property policies, and a refund check was sent to you on March 29, 2017. Should you have any further questions, please contact Mr. [redacted]
In addition, your deposit accounts were closed as you requested, and official checks for the remaining balances were expedited to your address on file.
We appreciate the opportunity to respond.
Sincerely,
[redacted]

June 7, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your automobile policy quote. 
 
Thank you for speaking with [redacted], of our staff, who explained the auto premium is determined...

through multiple rating variables derived from the overall loss experience within the geographical area and characteristics of the individual requesting coverage.  If the geographical area exhibits a higher than anticipated loss trend, premiums are likely to be higher.  Additionally, rates vary from location to location based on the rating structures in place.  An individual is rated based on their risk presentation, to include, but not limited to, driving records, payment history, tenure, and overall book of business.  While we regret any frustration you experienced, we must respectfully decline your request for compensation.  Furthermore, we do not match premiums offered by a competitor.  We realize pricing plays a significant role in purchasing decisions, and we will continue to analyze expected losses and expenses as well as other factors to ensure we are providing our members with quality coverage at the best rates possible.  If you have additional questions, Mr. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

October 26, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding your credit card dispute.I appreciate the time you took to speak with [redacted], of our staff, regarding your concerns.  As she advised, on October 16, 2015, a...

permanent credit of $94.90 was applied to your account as a courtesy.  Ms. [redacted] remains available to assist you should you have any additional questions.Thank you for 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

June 3, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding Mrs. [redacted]’s automobile claim. Our employees are expected to be helpful and to handle claims efficiently and accurately, and I regret any inconvenience you and Mrs. [redacted]...

experienced. Due to privacy laws, we are unable to discuss the details of Mrs. [redacted]’s claim. However, I want to assure you that we have thoroughly reviewed the concerns you outlined, and we are working closely with Mrs. [redacted] towards a resolution. Thank you for allowing us to reply to you. Sincerely, [redacted]

January 26, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]
I am responding to your second submission regarding your daughter’s December 23, 2016, automobile insurance claim.
We responded to the Revdex.com regarding your concerns on January 20, 2017. While we recognize that you disagree, we are confident that the correct decision has been made. 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]

August 29, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your homeowners insurance refund and I regret any frustration this may have caused.   Thank you for speaking with [redacted], of our staff, who discussed your concerns. Ms. [redacted] confirmed that you have received the refund of premium.  In additional, coaching was provided to those involved to ensure other members do not have a similar experience.  If you have additional questions, Ms. Johnson remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

October 21, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your investment accounts with USAA.  I regret any frustration or inconvenience this caused.   Thank you for speaking with [redacted], who...

conferenced in the automated phone tree to ensure you could get through without repeatedly having to verify your identity.  Safeguarding the security of our members’ information is critical to our business, and we have processes in place to help guard against potential identity theft and fraud, so you are unable to bypass any verification process.  If you have any other questions or concerns,     Mr. [redacted] remains available to assist you.         We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

February 2, 2015 [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your eligibility for USAA membership. Membership in USAA is open to active U.S. military and to those who retired or have a discharge type of “Honorable,” as well as...

to eligible family members. We are required to apply these guidelines uniformly. We requested copies of your DD-214 to confirm your eligibility for membership. Thank you for speaking with [redacted], of our Member Advocate Team, who explained that upon review of your DD-214, your last discharge type does not allow eligibility for USAA property and casualty products. I understand [redacted]t referred you to the USAA Insurance Agency, who has established relationships with trusted alliances to provide property and casualty coverage when USAA property and casualty insurance companies cannot. [redacted], thank you for your service to our country. We appreciate the opportunity to respond to you. Sincerely, [redacted] USAA Insurance Agency means USAA Insurance Agency, Inc. or USAA of Texas Insurance Agency. CA Lic # 0D78305, TX Lic # 7096. 9800 Fredericksburg Road, San Antonio, TX 78288.

September 15, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your loan payoff from USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted] of our FSB staff, who confirmed the loan payoff we sent to your prior lender on August 16, 2016, via [redacted] was cashed by that lender on August 19, 2016.  I hope that your conversation with her reassured you that your satisfaction is important to us.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely,*
[redacted]

August 12, 2016
[redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding the handling of an insurance billing issue.
Thank you for speaking with [redacted], of our staff, about this matter. As he explained, your account is now...

current. Per your request, Mr. [redacted] mailed copies of your last two statements. If you have any additional questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to review your concerns and to respond to you.
Sincerely,
[redacted]