USAA

I have file an arbitration with my insurance,and working with my attorney. Filing a small claims case, to get video released of evidence.

January 18, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the promotional offer affiliated with your individual checking account with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of our FSB staff,...

who ensured that the promotional credit posted to your account on January 14, 2016. We appreciate you allowing us to review and resolve this matter. Sincerely, [redacted]

September 29, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding the medical expenses related to your accident on March 9, 2013. Our claims staff will be following up with you and your providers to discuss this matter further. 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 satisfactory to me.
Regards,
[redacted]

December 21, 2016
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your insurance claim dated July 22, 2016. Our employees are expected to handle matters in a timely manner, and I regret that was not your experience. Please know that...

your situation was shared with our management team, as we are continuously seeking ways to improve how we do business.
I hope you found your conversation with [redacted], of our staff, responsive to your concerns. As agreed, a check was issued to you on December 5, 2016.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

August 30, 2016 Gunnery Sergeant [redacted], USMCComplaint ID #: 1[redacted] Dear Gunnery Sergeant [redacted]: I am responding to your submission regarding your deposit 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.   Thank you for speaking with [redacted], of our staff, who discussed the outcome of the fraud investigation, and the determination that you participated in the scam activity.  I understand that she explained that per the Depository and Disclosures (DAD) agreement, “If you permit another person to use your PIN or account number(s) and related code(s), you are responsible for all transactions conducted by that person (even if he or she exceeds your authorization), until you notify FSB that the person is not authorized so that FSB may block the codes and issue new ones". . By sharing this information, it was a direct violation of the depository agreement and you are responsible for the negative balance. The FSB follows all applicable federal regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity.  If you have any additional questions, Ms. [redacted] remains available to assist you.  We appreciate you allowing us to reply to you.   Sincerely, [redacted]

July 7, 2016
 
Mr. Jonathan [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your third submission regarding your tax refund.
 
We responded to your complaint on June 22, 2016.  Our records confirm that we also responded to the Consumer Financial Protection Bureau on June 29, 2016, and the Office of the Comptroller of the Currency on June 30, 2016.  While we recognize that you disagree, we feel 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]

March 26, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission about your settlement for the January 29, 2015, automobile claim. Another review of the claim resulted in an increase in your actual cash value settlement offer, and a check for the difference was mailed to you on March 23, 2015. Should you have additional questions, [redacted] remains available to assist you, and he can be reached at [redacted] or ###-###-####, Extension [redacted]. Thank you for the opportunity to review this matter again. Sincerely, [redacted]

February 3, 2016 Ms. [redacted]. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your third submission regarding your automobile claim. We responded to your complaint on January 25, 2016. While we recognize that you disagree, we feel 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]

December 24, 2014 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the credit card disputes you initiated with the USAA Federal Savings Bank (FSB).  I regret any frustration you may have experienced because of this...

matter. I understand that you spoke with [redacted] of our FSB staff.  After she explained the activity that transpired, you confirmed that you considered the balance reconciled. 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.

Complaint: [redacted]
I am rejecting this response because: I have informed all parties that my schedule is extremely busy and have authorized them to communicate with my parents. I do not understand why my request has not been addressed. [redacted] & [redacted] can be reached at ###-###-#### and are allowed to negotiate on my behalf. On a second note, I believe that under the UNFAIR Claims Practice Act, I might have been violated with the treatment from my claim. If that is so, then I believe that the conduct at hand validates this with an excessive amount of Bad Faith!
Regards,
[redacted]

May 7, 2015 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your experience with obtaining an automobile insurance policy quote. Our representatives are expected to be helpful and to handle matters efficiently, and I regret any...

inconvenience you experienced. Coaching was provided to those involved based on the feedback you provided. Thank you for speaking with [redacted], of our staff, who explained that the original quote you received from USAA was tentative and did not include all of the information from your Motor Vehicle Report (MVR). Once a complete MVR was obtained, we were unable to issue a policy due to your driving history, and a notification letter was mailed to you. Because we want to accommodate our members as much as possible, we often refer members for alternative coverage to the USAA Insurance Agency, Inc. (Agency), as we did in your situation. I understand you spoke with [redacted], of the Agency, and clarified that the wire transfer you completed was intended to be used toward the down payment for a policy you obtained elsewhere. Should you have any additional questions, Ms. [redacted] and Ms. [redacted] remain available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

March 23, 2017
Staff Sergeant [redacted] L. [redacted], USA
Complaint ID #: [redacted]
Dear Staff Sergeant [redacted]:
I am responding to your fourth submission regarding your automobile claim.
The information you are requesting cannot be provided through the Revdex.com due to privacy laws within your state. If you wish to continue the discussion on this matter, we recommend you submit an inquiry to your state’s Department of Insurance as they are the Regulatory Agency that oversees our Property and Casualty products. However, at this time, no new information has been presented that would warrant a change in our position. While we recognize that you disagree, we feel confident that the correct decision has been made, and we consider this matter closed.
Sincerely,
[redacted]

August 1, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your third submission regarding your automobile claim. I regret any frustration this matter may have caused you.   Thank you for speaking with [redacted], of our staff, who confirmed that we are awaiting the findings from the final tear down to determine if a there will be a change in our coverage decision.  However, without any evidence of water damage in the engine, the damage to your vehicle is not covered at this time.   We appreciate the opportunity to reply.   Sincerely,  [redacted]

Complaint: [redacted]
I am rejecting this response because:I certainly did not decline any payment plan, I offered her what I could offer, and she turned it down.[redacted] had told me that he would be able to reimburse the money, but then turned around and decided not to.  Now, I understand you all are a large company, and function based on the money you collect from us little folks, but what you did to me was quite terrible.  Complete disregard for my financial difficulties, even though I have been a loyal customer for quite a long time.  Not to mention I am a veteran; little did I know that my real enemies would be here in the states.  Very disappointing.  The money you took would have allowed me to make payments on my home and car, but now because of you, my house can be foreclosed, and I may lose my vehicle.  When my insurance was stopped, again because your employee turned down my offer for a payment plan, I was in danger of losing the ability to drive my vehicle.  This put my job in jeopardy.  Where is the compassion?  Where is the understanding?  Where is the customer service?  USAA, I am quite ashamed with you.
Regards,
[redacted]

March 25, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your automobile insurance policy. Our records confirm that you filed an inquiry with the Texas Department of Insurance.  We will respond to the Texas...

Department of Insurance accordingly. Thank you for the opportunity to reply. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I reached back out to USAA customer service representative [redacted] at the phone number she left me and she (nor anyone else from USAA) has returned my call. As stated in my letter to USAA's CEO and my messages to USAA customer service, I would like to know what action USAA will take to ensure adequate customer service for its customers in the future. I have asked for this multiple times, and none of the limited correspondence that I have received from USAA has addressed this. I have decided to leave USAA based on being lied to multiple times by USAA customer service representatives in regards to my claim in 2014 and how it was being handled, the incompetence of the agents assigned to my claim, having no action taken on my claim over six months, being treated unprofessionally by USAA customer service representatives, and having to file a claim with the Revdex.com to get any response from USAA in regards to the customer service that I received both during my claim and while inquiring about customer service going forward. I was willing to continue with the company if USAA could ensure adequate, courteous, and professional customer service going forward, but have been continually brushed off by the company. This is absolutely unacceptable. My family and many friends in the military community who are currently USAA members eagerly await USAA's response in regards to (a) what went wrong (and continues to go wrong) with the (lack of) customer service that I received from June 2014-present, and (b) what action USAA is going to take to ensure that its customers receive honest, professional, and good customer service going forward (which was, unfortunately, in no way my experience).
Regards,
[redacted]
?

August 21, 2017
Ms. [redacted]. [redacted]
Complaint ID #: [redacted] 
Dear Ms. [redacted]:
I am responding to your submission regarding your homeowners insurance policy with USAA.
Thank you for speaking with [redacted], of our staff, concerning your service experience. If you have...

additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 7, 2016 Constructionman [redacted], USNComplaint ID #: [redacted] Dear Constructionman [redacted]: I am responding to your submission regarding your automobile claim. Thank you for speaking with [redacted], of our staff, who confirmed a supplement for the additional...

repairs was issued and that the repairs have been completed.  Mr. [redacted] verified you do not have rental reimbursement coverage on your policy; therefore, a rental car was not provided.  While we regret any frustration or inconvenience you experienced as a result of this matter, we respectfully decline your request for monetary compensation.  Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we strongly decline any allegations of wrongdoing.   We appreciate you allowing us to reply to you.  Should you have any questions, Mr. [redacted] remains available to assist you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:USAA owes a response for my complaint filed through the Revdex.com.  This is more of the same disregard USAA has towards its veterans.  My only hope is that USAA gets caught up in their own schemes and the consumer find you out.
Regards,
[redacted]