USAA

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]

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]

July 30, 2015
[redacted]
[redacted]
[redacted]
I am responding to your submission regarding recent customer service issues with USAA Federal Savings Bank and USAA Property and Casualty. I apologize for the frustration you experienced. Our employees are expected to...

handle matters accurately and timely as we strive to provide quality service to our entire membership. Coaching has been provided to those involved to ensure other members do not have a similar experience. Thank you for speaking with [redacted] and [redacted], of our staff, about your concerns. I hope the information they shared was helpful, and I trust the conversation assured you that your satisfaction is important to us. We appreciate the opportunity to respond to you. 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 acceptable, not satisfactory, to me.
  Various notes and indicators were placed on my account as Mr. [redacted] indicated; these have been removed and subsequently no further issues have occurred.  I am still not fully satisfied with the lack of customer service and the practices of USAA.  I am looking to move my business elsewhere. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I filed a complaint and requested a review after USAA issued a payment of 1,400. I feel this is payback for filing a complaint. I will not stand for it. Now I am checking my cars and house for any claims before I start shopping for new insurance.
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]

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]

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:I sspome with a USAA representative about my complaint, and received the same answers that I received the first time we spoke with a USAA representative. They made no effort to give any specific reasons for the Colorado premium being 60% higher relative to the California premium. The representative then went on to question us about our insurance history and threatened us by insinuating that we hadnt moved our insurance from state to state quickly enough. In the end I am more convinced that USAA is overcharging their long term users and more upset about it because they wasted more of my time without compensating me for it.  
Regards,
[redacted]

August 9, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your automobile claim.  I regret any frustration you may have experienced as a result of this matter.   Thank you for speaking with [redacted]...

[redacted], of our staff, who discussed your concerns.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  Our records indicate that you accepted the settlement that USAA offered for your total loss vehicle and you were advised as to how the settlement was calculated.  In addition, Ms. [redacted] identified an opportunity with our towing system and our attempts to reach you regarding your claim, and coaching was provided to those involved to ensure other members do not have a similar experience.  If you have additional questions, Ms. [redacted] remains available to assist you.  She can be reached at [redacted] or [redacted] extension [redacted].    We appreciate you allowing us to reply to you.    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.
Thank you all for correcting the matter and your apologies.  It is very frustrating when you don't have access to any of your money for a full week.  May none of you have to go through that ever.Best Regards, [redacted]

September 28, 2015 [redacted] Dear Mrs. [redacted]: I am responding to your submission with regard to the handling of your June 18, 2015, house fire claim. Please know that we analyze each loss on its own merits and make decisions in accordance...

with the terms, conditions, and limitations of the policy.  I understand [redacted], of our staff, spoke with you about your loss of use coverage, which you have declined.  On September 26, 2015, a letter was emailed to your spouse regarding the ongoing claim investigation.  As Mr. [redacted] advised, he will be in contact once a coverage decision has been made.  Mr. [redacted] remains available should you have any additional questions. Thank you for allowing us to reply to you.   Sincerely, [redacted]

November 13, 2014
Ms. [redacted] 
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your October 30, 2014, automobile claim.
We strive to provide quality service to our entire membership, and we expect our employees to be...

informative at all times. I apologize for the frustration you experienced as a result of this matter, and I can assure you that coaching was provided to those involved to prevent a similar occurrence.
Thank you for speaking with [redacted], of our Claims staff, about your concerns. As Ms. [redacted] confirmed, your vehicle was towed to the shop of your choice on October 31, 2014. Your vehicle was appraised on November 3, 2014, and a payment for the damages was sent to your body shop the following day. Should you have further questions, Ms. [redacted] remains available to assist you and may be reached at [redacted] or [redacted], Extension [redacted].
Please know that USAA acts in accordance with applicable state and federal laws as well as with our core values of service, loyalty, honesty, and integrity, and we respectfully decline your request for compensation.
Thank you for allowing us to reply to you.
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]

July 2, 2015 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your charged-off USAA Federal Savings Bank (FSB) checking and credit card accounts.  We responded to your complaint on June 17, 2015.  While we recognize that you disagree, we feel confident that the matter was handled appropriately.  No new information has been presented that would warrant a change in our position or response.   We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted] This is an attempt to collect a consumer debt.  Any information obtained may be used for that purpose. Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

August 3, 2017 Lieutenant Colonel [redacted] Complaint ID #: [redacted]
Dear Colonel [redacted]: I am responding to your submission regarding the June 3, 2017, automobile claim. Our records confirm that you filed an inquiry with the Nevada Division of Insurance. We will respond to the Nevada Division...

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

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]