USAA

April 7, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your renters insurance policy. Thank you for speaking with [redacted], of our staff, about your concerns. Ms. [redacted] confirmed that your renters policy has been canceled effective July 30, 2009, and that a credit will be applied to the outstanding balance on your automobile policy. Should you have any further questions, Ms. [redacted] remains available, and she can be reached at ([redacted]) or ###-###-####, Extension [redacted]. Mr. [redacted], we appreciate the opportunity to review your concerns again. Sincerely, [redacted]

July 19, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your second submission regarding your mortgage loan application.
 
We responded to the Consumer Financial Protection Bureau regarding your concerns on July 15, 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]

Complaint: [redacted]
I am rejecting this response because: That's not what [redacted] @ [redacted] told me. It's still a finger pointing situation!
Regards,
[redacted]

October 21, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the restrictions placed on your accounts. I apologize that we did not meet your service expectations as we make every effort to ensure our members’ accounts...

are serviced and maintained efficiently and accurately. We regret any frustration or inconvenience this situation caused you.
When we discover that matters have not been handled to a member’s satisfaction, we appreciate the opportunity to review our actions and to resolve the situation, as you allowed us to do. After a thorough investigation of your concerns, all restrictions have been removed and full access to all your accounts has been reinstated. We were unsuccessful in our attempts to reach you by phone to advise you of our actions. Nonetheless, should there be additional questions regarding this matter, please contact [redacted] at [redacted] or [redacted], Extension [redacted].
We appreciate the opportunity to review this matter and to respond to you.
Sincerely,
[redacted]

Complaint:[redacted]
I am rejecting this response because: per state law I was required to have a notice of intent. I am out several hundred dollars for the illegal repossession and quite frankly, since I was not afforded the chance to make the loan current as you sold, without notice, the vehicle, I am entitled to those fees since your auction company is screwing up my driving record as I am still the liable registered owner.
Regards,
[redacted]

November 18, 2014
[redacted] Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding the bank debit for life insurance coverage with the USAA Life Insurance Company.
Thank you for speaking with [redacted], of our staff, who explained why...

there were two withdrawals. We apologize for the frustration you experienced as we strive to provide quality service to our entire membership. Our employees are expected to be courteous and informative and to handle matters in a timely manner. Coaching was provided to those involved.
We appreciate the opportunity to respond to you, and we will continue to work hard to provide the level of service you expect and deserve.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Good morming, I rejected the complaint because we are still trying to settle the claim. I make an offer and [redacted] declines it. I think that is unfair to me.  I completed a form for depreciation of my vehicle and aI believe I should be reimbursed for the amount paid by my insurance in addition to pain and suffering.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:In USAA's response to my complaint it was stated:1. "...The photos and report provided by Lonestar Roofing, our Preferred Direct Repair Provider (PDRP), prior to their repairs confirmed the fence was already leaning before work took place."My response:  The fence was leaning because it was damaged in the storm.2.  "The PDRP also re-inspected the fence after it was reported as fallen, and showed there were broken posts with significant rot damage.  They also identified that the fence was improperly constructed, as it was built with landscape timbers instead of 4x4 posts, and the additional damage was not the same area previously repaired."My response:  A detailed assessment was made regarding the damages to my property after the storm.  Rot damage and improper construction was not annotated in the original assessment.  Additionally, Lonestar did repair some posts and they used the same material used in the original construction.  If the previous construction was inadequate then Lonestar should not have repeated the same mistake.  My complaint states that either the assessment or the repairs were not done properly.  Due to the improper assessment/repair, I now have a fence that is in worse condition than it was after the storm damage.  I believe 'additional damage' USAA is referring to was present during the original assessment and if that assessment would have been done more thoroughly then it would have been captured in the repairs and I would not have a fence section being held with a temporary fix (previously fallen to the ground as shown in the attached picture) and another section dramatically leaning more so than it was before the storm.A picture of my fence that was taken on 25Jul2016, about one month after LoneStar Roofing repaired my fence, is attached to this message.  I don't think it is reasonable for any insurance company to presume that a customer should accept this as an adequate assessment and repair.
Regards,
[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]

Sergeant First Class Steven R. [redacted], USAR Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your homeowners claim. We are aware 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]

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]

August 14, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile insurance payments. On February 27, 2014, you scheduled automatic payments to be drafted from your checking account under the extended payment plan....

Accordingly, between March 2 and July 1, 2015, several automatic payments attempted to draft your account. However, on three occasions, the payments were returned due to insufficient funds. After each attempt, the appropriate notices were sent to your email address on file advising you of the adverse action. Conversely, on July 28, 2015, at 6:34 PM CST, a one-time payment for $732.05 was manually scheduled on usaa.com to pay your insurance premium, and the payment posted to your account on July 29, 2015. [redacted], of our staff, was unsuccessful in her attempts to contact you about this matter. Should you have any further questions, Ms. [redacted] remains available to assist you and can be reached at [redacted] It is important to note that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity. While we do regret any frustration you experienced, we strongly reject your allegations of impropriety. We appreciate the opportunity to review your concerns and to respond to you. Sincerely, [redacted]

March 19, 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 Louisiana Department of Insurance (DOI). We will respond to the Louisiana DOI accordingly....

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

Complaint: [redacted]
I am rejecting this response because: March 10 an adjuster (Mr. [redacted] ) informed me my car was a total loss and the amount valued they will pay. At that point, I was asked if rental car service will be used. I wasn’t sure I was going to use the service. Mr. [redacted] informed that I had seven days to use it or I lose it. In addition, before USAA will pay for the total value agreed upon for the total loss of my vehicle, I was instructed to transfer my vehicle’s title to IAA and that is also when I can gather personal belongings from the vehicle. I also received an email with specific instructions how to transfer the title. I received nothing regarding the car rental policy and agreement. March 15, Mr. [redacted] (USAA) called Enterprise to confirm I had the rental car until March 18. I did not receive the same courtesy and confirmation. If I did we would not have this mix up. As an insurance company, you are to provide clear information, protection, and peace of mind. This is the second time I've had the inconvenience and frustration of dealing with you people. The first time was on a claim for my bicycle that was stolen. Even after providing video evidence from a surveillance camera and police report. You still wanted proof of ownership of the bike, which I did not have, lost after numerous moves over the years and you dropped the claim.   
Regards,
[redacted]

March 3, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your insurance policy payments.  We strive to provide quality service, and I regret that this was not your experience. 
Thank you for speaking with [redacted]...

[redacted], of our staff, who explained the automatic payment process and who accommodated your request for a refund of the charge you were assessed.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

July 17, 2017
Master Sergeant [redacted] USAF (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding the unauthorized account.
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns. ...

Nonetheless, she completed a thorough review of your account and confirmed no new accounts were opened. The email you received was indicating USAA updated the online agreement. We have taken steps to ensure you do not receive future correspondence from USAA. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

July 14, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your May 31, 2017, auto claim. I regret any frustration you experienced, as we strive to provide quality service to our entire membership.
We analyze each loss on its...

own merits, and we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy. [redacted], of our staff, completed a thorough review of your claim. She confirmed that on June 8, 2017, the initial appraisal was uploaded to usaa.com for your viewing and a copy was also provided to your repair shop. On June 27, 2017, we received a new estimate for $955.00, and the following day the supplement was paid less the deductible. On July 7, 2017, your repair shop advised there were turbo issues with the vehicle, at which time the appraiser informed them that it was a warranty issue and not related to the loss. Our records indicate that a rental vehicle was covered until June 30, 2017, when the repairs were completed.
Please know that our employees settle the claims for which we are legally liable in a timely manner. Your allegations regarding delays and unpaid rental coverage are unfounded. If you have additional questions, Ms. [redacted] remains available to assist you and can be reached at ([redacted]) [redacted], or ([redacted]) [redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 2, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your recent automobile claim.    We responded to your complaint on November 14, 2016.  Many factors are taken into consideration when determining the actual cash value of a vehicle, such as the mileage, the options, and the condition of the vehicle.  I appreciate you discussing this matter with [redacted], of our Claims staff, who explained our total loss evaluation process and how we determined the settlement value. 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]

August 26, 2016 Sergeant Scott [redacted], USARComplaint ID #: [redacted]            Dear Sergeant [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). Thank you for...

speaking with [redacted], of our FSB staff, who asked you to provide documentation from the United States Postal Service (USPS) in order to complete our investigation.  As of August 24, 2016, no documentation has been received.  If you have additional questions, Ms. [redacted] 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]