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]

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]

June 13, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your April 14, 2017, Renters insurance claim.   Unfortunately, [redacted], of our staff, was unsuccessful in her attempts to contact you regarding the...

matter.  Ms. [redacted] conducted an additional review of your claim with management and determined that no new information has been presented that would warrant a change in our coverage decision.  If you have additional questions, or wish to discuss this further, Ms. [redacted] remains available to assist you ([redacted]) [redacted]-USAA ([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:  USAA did not address the fact that They requested I pay for Premium of the Homeowners for 16 mths 2012 into 2013 - theirexplanation is that  they did not receive a response from my loan company - when I made calls to both loan company and USAA advising them of this - Loan company said they did not get a request for payment - USAA said they sent it - whoever is not  being truthful is mute now - the loan company has the money allotted for  my homeowners premium for that time frame in escrow.  They cannot reimburse me as the money is designated for homeowner premium.  USAA told me there is nothinhg outstanding in my homeowners acct at present so there is NO REASON to request that monies - of course there is nothing outstanding as I had been paying.  I should be credited that amount of money - USAA should retrieve that money from my loan company that I paid out of pocket for HomeOwners Insurance from 2012 to 2013.I would like to add if I did not put a stop payment on an automatic withdrawal that USAA was pulling out of my account  in June of 2014  - USAA would not have reached out to my loan company for payment as they were taking monies out of my account  monthly installments.  When I put a stop to it because my calls to their C/S dept were getting me nowhere - all of a sudden USAA said my mortgage company paid the premium for 6 mths.I am not asking for monies back - just for USAA to get the money from my loan company that is sitting in escrow and is there for the homeowners premium that I have already paid.  USAA dropped the ball and they should retrieve that money and apply my credit to my account.  After being with USAA for over 20 years you think they would be there for their members instead of taking advantage of the situation.  [redacted] literally ended our conversation saying - it was not their problem that my monies was sitting in escrow - my account is paid up and USAA has nothing to retrieve from my loan company....again I WILL STATE ..THAT YES MY ACCOUNT IS PAID UP..I KEPT UP THE PAYMENTS AS A GOOD CUSTOMER WOULD...I kept it up to avoid cancellation and understood that if there was some miscommunication between companies - but my numerous calls asking where USAA and LoanCare were with getting the payment status situation were never followed up with PER A CUSTOMER SERVICE REP at USAA... may my call records should be pulled and reviewed.
Regards,
[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]

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: 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]

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]

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]

December 16, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your third submission regarding the hold placed on your recent deposit to your USAA Federal Savings Bank checking account.   Thank you for speaking with [redacted], of our staff, I understand that you requested a direct written response.  Please be advised that a letter will be sent to you concerning your deposit hold.   We appreciate the opportunity to review your concerns.   Sincerely,   [redacted]

January 22, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding the collision coverage on your vehicle financed by USAA Federal Savings Bank (FSB). Thank you for speaking with Brandy Edwards, of our FSB staff, who verified that the...

FSB, as your lien holder, is not responsible for ensuring that you maintain collision coverage. Our records confirm that you filed an inquiry with the Colorado Division of Insurance. We will respond to Colorado Division of Insurance accordingly. We appreciate the opportunity to review your concerns. Sincerely, [redacted]

May 1, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your April 18, 2015, automobile claim. We strive to provide quality service and fair claims handling, and I regret the frustration you experienced when attempting to speak with our...

Claims staff. Thank you for speaking with [redacted], of our Claims staff, who explained that a thorough examination into your claim is ongoing. [redacted] will continue to monitor your claim to its conclusion, and follow up with you. If you have any questions or additional concerns, she may be reached at [redacted] or [redacted], Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:We made a deposit in 10/31/16, for $575, using the mobile app. When making this deposit, it was stated that $75 of this would be placed on hold and $500 was "available immediately". The amount of $500 was reflected in our balance at that time.  Also at this time, check #[redacted] had not yet come through the account.  Because of an error regarding another merchant, we needed to add money to this account.  Because the $500 showed as being available immediately, and was reflected in our balance, we did not need to transfer money from another account, because the deposit we made was sufficient.  I checked our account on 11/1/16, and it showed that check # [redacted] was paid, and it also showed there were "no returned items".  But the following day, on 11/2, this all reversed.  The deposit made on 10/31, now showed a date of 11/1.  It also showed that check #[redacted] was returned on 10/31.  Because of the circumstances regarding this check, it was vital for it to clear the account. I am now told that because the deposit was made shortly after 9pm, and the cut off time is 9pm, it caused the deposit to post the following day. Nowhere was this communicated. But it was in fact communicated as previously stated, as being available immediately, which was on 10/31. I was told because of this, there was an attempt to overdraft from our USAA credit card, and this was declined.  The reason it was declined, is because it attempted to take more than the amount needed, since the deposit date changed, resulting in a $500 deficit. Also, apparently the card was locked, without notification, due to a discrepancy regarding an insurance policy we had with USAA, which was cancelled, without our knowledge. That has affected our mobile deposits/holds etc. Improper and misleading communication has had a dominoe like affect, which has resulted in a significant bank error , which will cause the related account to be reported negatively on our credit report for the next 7 years. Unless, you can send correspondence stating that this deposit, made on 10/31, did show $500 being made available immediately, but then posted 11/1.  And the reversal didn't even show until 11/2. All this could have been avoided, had it stated at the time of the deposit, that the $500 was not posting until 11/1, in which case, I could have transferred money from another account. The merchant is willing to attempt to fix this on their part, if we can provide a letter from USAA, either by mail, or email. I ask you to please consider this , so we can resolve this easily. You may mail it directly to me, or email it to me, or you may email it to: [redacted]. 
Regards,
[redacted]

September 7, 2016
 
Commander [redacted], USN
Complaint ID #: [redacted]
 
Dear Commander [redacted]:
 
I am responding to your submission regarding your mortgage refinance. I regret any frustration this situation caused.
 
Thank you for speaking with [redacted],...

of our staff, who was able to research and verify that your US Bank loan was not paid off right away due to confusion with the title company because of the two closings.  On August 12, 2016, United Lender Services (ULS) disbursed the funds to pay off the loan, and also paid property taxes directly to the county.  Any overage in property taxes will be refunded to you by U.S. Bank.  I understand that Ms. [redacted] explained that no additional compensation will be offered for the errors that were made, since there were no additional out of pocket expenses to you. 
 
We appreciate you allowing us to reply to you.  If you have any additional questions, Ms. [redacted] remains available to assist you.
 
Sincerely,
 
[redacted]

May 11, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the Debt Protection claim for your auto loan with the USAA Federal Savings Bank. I regret the frustration you experienced with filing a claim with our Debt Protection...

administrator, Assurant Solutions. Thank you for speaking with [redacted], of our staff, regarding your concerns. As she advised, Assurant received the requested documentation and processed four payments. Ms. [redacted] remains available should you have any additional questions. We appreciate the opportunity 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.
Regards,
[redacted]

August 2, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:

I am responding to your submission regarding your auto insurance billing.
Unfortunately, [redacted], of our staff, was unable to contact you by phone to address your concerns. Nonetheless,...

he completed a thorough review of your account and confirmed a system error did not take the storage coverage discount into effect. Be assured we corrected the error and adjusted your billing. Please know that USAA employees act in accordance with our core values of service, loyalty, honesty, and integrity, and we disagree with your allegation of wrongdoing. If you have additional questions, Mr. Fernandez remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 18, 2016
Mr. [redacted]
Complaint ID #: 11615310
Dear Mr. [redacted]:

I am responding to your submission regarding the cancellation and subsequent reinstatement of your automobile insurance policy.
Thank you for speaking with [redacted], of our staff, who thoroughly reviewed your...

concerns, reinstated the policy, and discussed the automated payment plan. As a courtesy, he also waived the return payment fee. I hope your conversation helped to reassure 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]

September 8, 2015 [redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding access to your deposit accounts with the USAA Federal Savings Bank. I apologize for the frustration and inconvenience that you experienced. 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. Thank you for speaking with [redacted], of our staff, who confirmed your account access has been restored. Should you have any further concerns, Ms. [redacted] remains available, and she can be reached at [redacted] Thank you for 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 at this time, they are addressing the issue, but resolution has not been reached.
Regards,
[redacted]