USAA

February 8, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your ability to continue doing business with USAA.
USAA acts in accordance with our core values of service, loyalty, honesty, and integrity.  To the extent...

allowed by law, our business policy prohibits USAA and its affiliates from doing business with a member who has been convicted of a felony.  Please know that this policy is applied consistently and fairly.  As a result, a notification will be mailed to you about the pending closure of your checking account; however, your automobile policy will remain active.  Our representatives remain available to process any transactions or assist in servicing your automobile policy.   
[redacted], of our staff, was unsuccessful in his attempts to reach you by telephone to discuss the matter.  Should you have any questions, Mr. [redacted] can be reached at [redacted].
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

December 23, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding holds on your deposits. [redacted], of our staff, attempted to discuss your concerns with you; however, she was unable to reach you by telephone or email. Our records reflect that on December 1, 2015, a $2,348.90 check attempted to debit the checking account ending in 2669. However, the check was returned as the available balance that day was $2,213.07. The available balance was based on the $337.61 deposit hold and pending debit card transactions totaling $164.50. As previously indicated, the FSB acts in accordance with the FSB’s Depository Agreement and Disclosures and with all applicable banking regulations. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted] ..

February 21, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your mortgage payments.  I regret any frustration this matter has caused.   Thank you for speaking with [redacted] of our staff, who...

contacted Nationstar (NSM) to discuss your payment concerns.  She confirmed that NSM corrected your payment to reflect that it was paid ahead for August 1, 2017, and explained that they extended the pay-ahead feature to one year.  Ms. [redacted] verified that NSM provided an updated payment history to you on February 9, 2017, and advised you that your loan is now paid ahead until September 1, 2017.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.   Sincerely,   [redacted]

August 15, 2016
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]
I am responding to your submission regarding the April 20, 2016, renters’ insurance claim.
In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and...

limitations of the policy. Occasionally, this involves delivering news which we know our members may find disappointing. I understand that [redacted] of our staff, completed a thorough review of the claim; however, no new information was discovered to justify a change in our decision. The damage is deemed as age related deterioration; hence, replacement coverage is not warranted. Should there be additional questions Mr. [redacted] remains available to assist you.
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

January 19, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the service you received when you contacted USAA to cancel your renters policy. I regret the frustration you recently experienced as we strive to provide quality service...

to our entire membership. Our employees are expected to be knowledgeable and efficient and to handle matters in a timely manner. [redacted], of our staff, was unsuccessful in his attempts to reach you and address your concerns. [redacted] confirmed that your policy was cancelled effective January 8, 2015, and that your preferences were updated to receive correspondence regarding your policies electronically. We were unable to locate records supporting your assertion that you were pressured into purchasing and retaining your renters policy. It is important to know that we act in accordance with our core values of service, loyalty, honesty, and integrity. We respectfully decline your request to backdate the cancellation of your renters policy. Should you have any additional questions, [redacted] remains available to assist you, and he can be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension [redacted]. I appreciate you allowing us to respond to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I know what I done and I know what was told to me. According to your agents this happens and it is an easy fix. It was confirmed my car was added to my profile but did not update with coverage. I was also told your company could not deny or confirm the glitch so that is why the claim was denied. So which is it? What story can you guys possibly make up at this point? It's quite odd that the one call that is needed confirming this information was mysteriously unavailable and you cannot confirm it was recorded. Typical business move on your part. Then the agent didn't even know about the policy department supposedly binding my coverage. I can't make this stuff up, I know what I was told. Your company is doing everything possible to deny my coverage. This is ridiculous.
Regards,
[redacted]

November 29, 2016   Mr. [redacted]
Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your recent automobile accident, and I regret any frustration this matter may have caused.   Thank you for speaking with [redacted] of our...

staff, who discussed your concerns.  As he explained, the reimbursement for the additional rental costs was approved and a check was mailed to you on November 16, 2016.  In regards to your concern about your car battery, as Mr. [redacted] explained, the battery failure was not related to the accident; therefore, coverage cannot not be provided for the battery.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

June 17, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission about the handling of a disputed transaction on your checking account with USAA Federal Savings Bank.  I regret any frustration or inconvenience you may...

have experienced.
 
[redacted], of our staff, was unsuccessful in her attempts to reach you to discuss your concerns.  Nonetheless, Ms. [redacted] completed a thorough review of the matter.  Our records indicate that you reported the March 11, 2016, transaction to SP * VITALE KICKS as unauthorized.  On March 14, 2016, a credit was applied to your checking account and you were advised by email that the credit was temporary while we determine whether or not the transaction is valid.  The merchant later provided documentation to include your name, shipping and billing address, and a tracking number indicating that the package was delivered to your address.  On May 26, 2016, an email was sent to you advising that the transaction was not found to be fraudulent and the temporary credit would be debited from your account on May 31, 2016. 
 
We appreciate you allowing us to reply to you.  Should you have any questions, Ms. [redacted] remains available to assist you.
 
Sincerely,
 
[redacted]

Complaint: [redacted]I am rejecting this response because:Regards,
[redacted]

[redacted]
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[redacted]
[redacted]
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[redacted]
 
I am responding to your submission regarding your February 27, 2016, automobile claim.
 
Our records indicate that you are represented by an attorney.  The adjuster is working with your...

attorney to bring this claim to an appropriate resolution. 
 
Thank you for the opportunity to reply.
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because: I never receive call backs and I have left several messages for the adjuster. I was not even informed my claim was being investigated! Furthernore the apraiser said there IS hail damage to my veheicle, so much shes requesting it to be a total loss! So stop ignoring my call my questions and giving me a BAD FAITH claim! Do the honest thing USAA
Regards,
[redacted]

August 12, 2016
[redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the handling of an insurance billing issue. Thank you for allowing us to review this matter.
I understand that Mr. [redacted] spoke with you regarding your...

concerns and agreed to waive late fees. As he explained, the past due amount owed prior to the cancellation of the automobile policy will remain on the account. I have been advised that Mr. [redacted] will contact you next week to proceed with issuing a new policy. In the interim, should you have further questions, Mr. [redacted] remains available and he can be reached at [redacted] or [redacted], Extension [redacted].
We appreciate the opportunity to review your concerns and to respond to you.
Sincerely,
[redacted]

August 4, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding USAA obtaining an insurance score.
Thank you for speaking with members of our staff, who explained the difference between insurance scores and credit scores. As discussed, a...

disclosure was provided before proceeding with the insurance quote. If you have additional questions, [redacted], of our staff, remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

June 10, 2015 [redacted]
 
Dear Mr. [redacted]: I am responding to your submission regarding your automobile claim.  Your feedback is appreciated as we are continually seeking ways to improve the way we do business. I regret the frustration you...

experienced as we strive to provide quality service and fair claims handling to our entire membership.  Our employees are expected to be courteous and informative and to handle claims in a timely manner.  Coaching has been provided to those involved to ensure other members do not have a similar experience.   [redacted], of our Claims staff, was unsuccessful in her attempts to reach you to address your concerns.  Should you have any additional questions, Ms. [redacted] remains available, and she may be reached at [redacted] Thank you for allowing us to reply to you.   Sincerely, [redacted]

January 13, 2015 Sergeant [redacted], USAF (Ret.) Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission about the handling of your refinance request with the USAA Federal Savings Bank (FSB). We regret that [redacted], of our FSB staff, was unable to reach you by phone to...

discuss your concerns. [redacted] thoroughly researched your account and determined that both your automobile loan ending in [redacted] and your personal loan ending in [redacted] were declined for refinance due to excessive obligations. A denial letter was mailed to you for each refinance request. On December 30, 2014, our Member Assistance Team (MAT) advised that we were unable to offer a payment program for your personal loan as it had not been active for nine months. On January 8, 2015, a letter was mailed to you indicating that the MAT processed a two-month deferment for your automobile loan which will postpone the next due date until March 1, 2015. The two payments that are deferred will be added to the end of the loan. Sergeant [redacted], thank you for allowing us to reply to you. Should you have any further questions, [redacted] may be reached at (210) 531-USAA (8722) or (800) 531-USAA (8722), Extension [redacted]. Sincerely, [redacted]

July 14, 2016
 
Lance Corporal [redacted]. [redacted], USMC
Complaint ID #: [redacted]
 
Dear Corporal [redacted]:
 
I am responding to your submission regarding the January 30, 2016, automobile claim.
 
Thank you for bringing this matter to our attention.  I understand...

that [redacted], of our staff, discussed your concerns, confirmed your loan payoff was sent to the lienholder on February 17, 2016, and reissued the equity payment. Our records indicate that you also spoke with [redacted], of our staff, who canceled the automatic payments for your automobile policy and provided a refund for the premium paid.  We regret any inconvenience you may have experienced, and your feedback was shared with the appropriate area. 
 
Should you have any further questions, Mr. [redacted] and Mr. [redacted] remain available to assist you. We appreciate you allowing us to reply to you.
 
Sincerely,
 
[redacted]

July 11, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your automobile claim.  I apologize for any frustration you may have experienced as a result of this matter. 
 
Thank you for speaking...

with [redacted], of our staff, regarding your concerns.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  A payment was issued to you on July 7, 2016.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

October 31, 2014
[redacted]
Complaint ID #: [redacted] 
Dear [redacted]:
I am responding to your submission regarding your automobile liability insurance claim.
Thank you for speaking with [redacted], of our Claims staff, who addressed your concerns and explained the...

settlement process to you. If you have any additional questions, [redacted] remains available to assist you and he may be reached at [redacted], Extension [redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

December 1, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding your eligibility for USAA products and services.  We thoroughly reviewed the most recent documentation you provided and have updated your eligibility...

status.  The restriction placed on your deposit accounts has been removed.  We ask that you contact us at [redacted] to discuss establishing insurance policies.  I regret any frustration or inconvenience you experienced as a result of this matter.  However, there was a discrepancy between the military details you provided and the documentation we subsequently received.  Until this discrepancy could be resolved you would not be entitled to be a member of USAA.  We respectfully decline your request for compensation.Thank you for allowing us to reply to you.  Sincerely,
[redacted]

January 4, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your October 27, 2015, automobile claim. I regret any frustration or inconvenience you experienced as we strive to provide quality service to our entire...

membership. Thank you for speaking with [redacted], of our staff, who discussed the liability decision with you. Our records indicate that settlement a payment was issued to you for damages to your vehicle. If you have any further questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely,
[redacted]