USAA

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

September 19, 2016   Commander [redacted], USN Complaint ID #: [redacted]   Dear Commander [redacted]:   I am responding to your second submission regarding your mortgage refinance.    We responded to your complaint on September 7, 2016. While we recognize that you disagree, we feel confident that the correct decision has been made. I understand that you received a member message from [redacted], of our staff. She confirmed that a lien release was provided to US Bank on July 18, 2016, and could take four to six weeks for processing. A copy of the recorded lien release and your closing package were uploaded to your USAA Documents Online for you to review. Ms. [redacted] requested United Lender Services contact you to discuss the refund in question; however, we respectfully decline your request for additional compensation.   We appreciate the opportunity to review your concerns again. If you have any other questions, Ms. [redacted] remains available to assist you.   Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: This information is erroneous. I was making my payments online between the 1st and the 5th of the month starting August 2015 so why would they all of a sudden chose to attempt to withdrawn from the checking account if I was making those payments personally? As of November 2015 I was locked out from calling into the bank and from making payments online. I was unaware that the account was closed because I never received any correspondence from this bank concerning any attempt to withdraw any money. I was not informed of this until sometime in February 2016 when I received a call from someone from the bank who informed me that all my accounts were closed and my name was sent to tele-check from the year before. These people are unscrupulous and their business practice is shady at best. I wish the Federal Government would investigate their banking practice and as I told their representative [redacted] ext [redacted], every time since February 2016 I have spoken to someone, they give different information that does not get me to a solution. I have also told Ms [redacted] that going forward if they create another issue where they are not processing the loan payment appropriately, I will be seeking legal counsel and will see them in court. I also told her that the individual whom I spoke with in February 2016 was the only honest person at their bank because as she stated, that I was only experiencing all the issues with the bank because I no longer have my pay check directly deposited into their bank any more as of August 2015. And as I told her that I have served my country honorably and I am a free moral agent which both rights affords me the right to chose where I want to conduct my banking services. I will not be intimidate by anyone here in this country and I really believe that these people at USAA are taking advantage of  soldiers, veterans, and their families and at this point I believe that the government should step in and close them down. They can sell my loan to a more reputable banking institution so that I can be rid o them but they need to be put out of business and their owners put behind bars.After all this time fighting with these people now I am hearing that the reason that they were not debiting the payments out of my checking account on a monthly basis was because I was never sent an 'Automatic Loan Payment Agreement' form to sign. Now in all my discourse with this company, this form was never offered and no one, other than Ms. [redacted] told me about this form. I was finally faxed this form on 9/21/16 by Ms. [redacted]. The formed was filled out, a voided check from my reputable bank was attached and the form was faxed back on the same day to Ms. [redacted]. I also payed the moneys owed in full including the late fess, which they always demand although they were the ones who has denied me access to their bank since last year. I emphatically explained to Ms. [redacted], knowing that our conversation was being recorded, that going forward if there is any foolishness occur again where they are not debiting my checking account for the monthly payments, I will be taking them to court for breach of contract and harassment. This has just got to stop. On a side note it took USAA almost 4 days to take the money out my account and over a week to make the dummy attempt to debit from my checking account in order to establish the monthly direct debit. This is the of banking institution the Feds in this country is allowing to operate and then they will turn around and report the consumer to the credit bureaus that they were late in paying their bills. This has got to stop.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I still do not understand how this mistake was made USAA has already admitted fault and offered a 25 dollar credit on the account.  This will cause damage to my credit short and long term.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me with the knowledge someone will finally help put all this to rest, we want to move on from this, our intentions for the longest time were to work with Usaa and resolving these matters but its been almost 5 years some of these things not resolved and so many things in our lives have been up in the air due to it.  My hope is we can find common ground with resolve and put an end to stereo types that company and its policy holders/clients can work together and find peaceful resolution.
 
Regards,
[redacted]

April 29, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile claim. I regret any frustration you experienced as we strive to meet the needs of our entire membership. I understand you spoke with [redacted], of our staff, who...

agreed to look into your concerns. He explained that subsequent inspections were completed on your vehicle, and advised you of the new estimate amount that has been paid to you. He also discussed the reasons why payment for the additional damage found on your vehicle is not covered under your claim. If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

May 20, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your property claim. I understand you spoke with [redacted], of our staff, who agreed to review your claim and contact you. After a thorough review with management of the payments...

already made under your claim, we respectfully decline your request for supplemental reimbursement under the additional living expense coverage. Please be advised that USAA acts in accordance with all state insurance guidelines and our core values of service, loyalty, honesty, and integrity; therefore, we strongly deny any allegations of impropriety. If you have additional questions or information to substantiate your request, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

June 21, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your automobile claim. I am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire membership.
I...

understand [redacted], of our Claims staff, spoke with you about your claim. A thorough review of your situation was completed; however, no new information was discovered to warrant a change in our coverage decision. In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy. As such, the decision to deny coverage based on wear and tear was appropriately rendered.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 28, 2014
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. **:
I am responding to your submission regarding your July 26, 2014, automobile insurance claim.
A thorough review of the claim was conducted to address your concerns, and it was determined that your rental...

vehicle expenses were in line with the extent of damages your vehicle sustained.  Therefore, on November 25, 2014, a check for the additional 11 days of loss of use, totaling $491.20, was issued to you as requested.  If you have additional questions, [redacted], of our staff, is available to assist you.  We regret the inconvenience this matter caused you, and appreciate your patience while awaiting our response.   
Thank you for allowing us to look into this matter for you.    
Sincerely,
[redacted]

September 23, 2015 [redacted] Dear Mr. [redacted]: I am responding to your submission regarding USAA credit card offers being addressed and sent to Mrs. [redacted]. [redacted], of our staff, researched your concerns and confirmed that your account is set up...

to only receive the USAA Magazine. Ms. [redacted] was unsuccessful in speaking with you by telephone to verify that you did not wish to make any changes to your account. Due to privacy issues, we cannot provide information regarding Mrs. [redacted]’s account without her authorization. Should Mrs. [redacted] wish to discuss her account, Ms. [redacted] remains available and can be reached at [redacted]. Thank you for allowing us to review your situation and respond to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Complaint: [redacted]
I am rejecting this response because: I have filed this complaint originally for the way USAA is handling my claim and the delay tactics used.  I have made a multitude of requests asking for forms explanations etc.. and I have even submitted a signed release for BI Claim only  (per arranged term) a week ago and still have not received a response. This is further illustrating  USAA's delay tactics.  BOI is not involved in this complaint with Revdex.com.
Regards,
[redacted]

March 6, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the settlement amount of your vehicle.
Thank you for speaking with [redacted], of our staff, who confirmed that after you spoke with our claims service manager, you...

understood how the settlement value was determined. If you have any additional questions on this matter, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 17, 2015 Ms. [redacted] Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your submission regarding a deposit hold. Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We will respond to the CFPB accordingly.Thank you for the...

opportunity to reply.  Sincerely,[redacted]

December 26, 2014 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your USAA automobile glass claim. We responded to your complaint on December 3, 2014.  While we recognize that you disagree, we feel confident that the correct decision has been made.  You issued your auto policy on USAA.com with a $500 comprehensive deductible.  It was not until November 17, 2014, that you went on usaa.com to lower the comprehensive deductible to zero dollars.  USAA’s system automatically tracks each time a member’s account is accessed and, in this case, our records clearly show that no USAA employee ever accessed your account until you contacted us by phone on November 18, 2014, to initiate this claim.  No new information has been presented that would warrant a change in our position.  Please know that USAA follows all applicable federal and state regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity.  We respectfully disagree with your allegations. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

June 24, 2016
 
Mrs. [redacted]
Complaint ID #: [redacted]
 
Dear Mrs. [redacted]:
 
I am responding to your second submission regarding your request for assistance with your unsecured consumer loan.
 
[redacted], of our staff, reviewed your account a second time, and attempted to reach you by telephone and email to address your concern.  We recognize that your documents were sent in on time, we apologize for the frustration and inconvenience you experienced as a result of this matter.  However, after reviewing the documents you submitted we determined that based off your information provided we feel confident that the correct decision has been made.  No new information has been presented that would warrant a change in our position.
 
Mr. [redacted] remains available to discuss this matter and address any remaining questions you may have.  He can be reached at [redacted] or [redacted].
 
Thank you for allowing us a second opportunity to research this situation and reply to you. 
 
Sincerely,
 
[redacted]

January 13, 2015 [redacted] Complaint ID #: [redacted]: I am responding to your submission regarding your January 10, 2014, auto claim. I regret the frustration you experienced as we strive to provide quality claim service to all. I understand that you spoke with [redacted] and...

[redacted], of our Claims staff; regarding your claim and that we have agreed to reinspect your vehicle. As you requested, [redacted] contacted you after January 6, 2015, to schedule the inspection but was unable to reach you. Please contact [redacted] at your earliest convenience. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:The exhaust issue was not resolved, and it appears as though it won't be due to improper diagnosis.I received a check for my transportation expenses related to the accident. 
Regards,
[redacted]

September 29, 2016   Sergeant [redacted] Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your property insurance claims.   Thank you for speaking with [redacted] and [redacted], of our staff, who discussed your...

concerns.  As Mr. [redacted] explained, no new information was presented to warrant a change in our position for your property insurance claims.  However, our records indicate that Mr. [redacted] discussed your Valuable Personal Property policy in depth and removed the ineligible items from your policy.  In addition, Mr. [redacted] agreed to backdate the removal of those items to the day they were originally added.  Should you have additional questions, Mr. [redacted] and Mr. [redacted] remain available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

[redacted]
[redacted]
[redacted]
[redacted]
I am responding to your submission regarding your USAA American Express® card.
[redacted], of our USAA Federal Savings Bank (FSB) staff, was unsuccessful in her attempt to reach you on April 18, 2016, to...

discuss her findings, as you requested.  Nonetheless, a review of your credit card account reflects a charge from Integrity Protection in the amount of $2,125.00 on February 26, 2015, to your spouse’s credit card ending in [redacted].  Your spouse submitted a dispute of the charge with the FSB and the merchant directly. The FSB issued a temporary credit to the credit card while an investigation could be completed.  On April 29, 2015, your spouse advised that the merchant provided a refund, and she requested to cancel the dispute; however, the FSB was unable to do so as the dispute had already been processed, allowing the merchant 60 days to respond. Since the merchant did not respond within the requested timeframe, a letter was sent explaining that the temporary credit would remain permanent.  On January 8, 2016, the merchant confirmed that a refund was provided, and a copy of the refund check was submitted to the FSB.  Therefore, to correct the duplicate credit from the FSB and the merchant, the temporary credit was removed and the charge was applied to the credit card ending in [redacted]. 
We appreciate the opportunity to research the matter and reply to you.  Should you wish to discuss the matter further, Ms. [redacted] can be reached at [redacted] 
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

September 18, 2015 [redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding a hold that was placed on the balance in your deposit account you hold with the USAA Federal Savings Bank (FSB).  I regret any inconvenience you...

experienced.   The FSB’s Depository Agreement and Disclosures which is provided to all account holders and is available on usaa.com states, “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.” Following the deposit on August 21, 2015, we initiated an investigation based on the account activity, and all deposit accounts you hold with the FSB were placed in a credits only status.  The hold was subsequently removed on August 23, 2015. Unfortunately, [redacted], of our staff, was unable to reach you to discuss the matter, should you have any questions, Ms. [redacted] is available to assist and can be reached at [redacted]
 Thank you for allowing us to reply to you.   Sincerely, [redacted]