USAA

November 4, 2015[redacted]
[redacted]Dear [redacted]:I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank.Thank you for speaking with [redacted], of our staff, about your concerns.  As he explained, we...

will no longer contact you by telephone requesting payment on your loan.  Additionally, we respectfully reject your allegation that we are charging interest on fees.  With regard to a potential payment program, Mr. [redacted] confirmed that you should contact our Member Assistance Team (MAT) to request an application.  Once the completed application is reviewed, along with your verification of income, a representative from the MAT will reach out to you by mail with a decision.We appreciate the opportunity to respond.  Should you have any questions, Mr. [redacted] remains available, and he can be reached at [redacted]Sincerely,[redacted]

August 9, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your June 27, 2016, automobile claim.   Thank you for speaking with [redacted], of our staff, regarding your concerns.  I understand that you...

accepted the settlement for the total loss and have received payment. If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    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]

March 4, 2016
[redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your homeowners insurance policy and your April 25, 2015, property claim. Please know that we act in accordance with our core values of service,...

loyalty, honesty, and integrity, and we respectfully disagree with your allegations of discrimination. Our records reflect that between November 2015 and February 2016, we followed up with you regarding the status of the roof repairs. We also requested documentation confirming that the repairs were finished. We were unaware the roof repairs were completed, and we sent you a nonrenewal notice because the property condition did not meet our underwriting guidelines. We appreciate you speaking with [redacted], of our staff, who confirmed that we have received documentation of the roof replacement and advised that we are willing to continue your homeowners policy. During the conversation, you indicated that you had obtained a policy with another carrier. If you have any other questions, Mr. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

Dear Revdex.com,   I am withdrawing my complaint against USAA. Please notify them that I am authorizing them to consider my vehicle as a total loss. This is due to a discussion with my family, who believes this is the best course of action. Thank you!   Sincerely, [redacted]

November 13, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]r [redacted]:I am responding to your second submission regarding the March 3, 2015, automobile claim.I am sorry for the difficulty you experienced attempting to contact Ms. [redacted]. Our records indicate that she left messages for you on October 7 and October 29, 2015, at the telephone number you provided. Ms. [redacted] also sent an email to you on October 29, 2015, to the email address referenced in your correspondence. Please know that Ms. [redacted] remains available to assist you.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]

Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your February 10, 2016, homeowners claim.
A thorough review was completed of your 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.  Our records confirm that the loss was not covered under your policy.  The claim would not be covered under a rental property insurance policy as well.
Unfortunately, [redacted], of our staff, was unsuccessful in his attempts to reach you to discuss the results of our review.  He can assist you if you want to obtain a renters insurance policy for your property going forward.  Mr. [redacted] remains available should you have any additional questions and can be contacted at [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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: my savings account has been unavailable to my myself because you were "investigating my husband's account.  My complaint is for the lack of fraud protection and lack of investigation on your part for his account.   You have now stuck us with a very large debt because of the companies lack of action and follow through.  
Regards,
[redacted]

October 30, 2015[redacted]Dear Ms. [redacted]:I am responding to your submission regarding your March 5, 2015, automobile claim.  As [redacted], of our staff, explained, the supplemental damages resulting from the March 2015 accident were covered under...

the claim and the repairs have been completed.  However, as you were advised on October 13, 2015, the damage to your water pump was found to be unrelated and a rental vehicle would not be provided for the repair time.            Ms. [redacted] identified an opportunity with the handling of the rental vehicle; therefore, we extended the rental time through October 16, 2015.  You would remain responsible for any additional rental cost.  If you have any questions, Ms. [redacted] remains available to assist you.  We appreciate the opportunity to review the matter and to respond to you.  Sincerely,[redacted]

March 9, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your credit card with the USAA Federal Savings Bank. Please accept our condolences for your loss. We responded to your complaint on February 24, 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. The FSB acts in accordance with all applicable banking regulations as well as with our core values of service, loyalty, honesty, and integrity, and we disagree with your allegation of wrongdoing. We appreciate the opportunity to review your concerns again. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

October 7, 2016   Lieutenant [redacted], USN Complaint ID #: [redacted]   Dear Lieutenant [redacted]:   I am responding to your submission regarding your homeowners claim.   In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations of our policy.  I understand you spoke with Ms. [redacted], of our staff, about your concerns on 09/26/16, where she cited USAA’s determination and stance regarding the denial to repair the additional fence damage.  An additional member of our staff, Mr. [redacted], provided additional review of the denial and determined that Ms. [redacted]’s stance on the denial to repair the additional fence damage was appropriate. Mr. [redacted] further indicates that Section I, Losses We Do Not Cover, Under Dwelling Protection, of our policy, states we do not insure for damage consisting of or caused directly or indirectly by wear, tear, marring, or deterioration.  In addition, the policy states we do not insure for loss caused by faulty, negligent, inadequate, or defective workmanship, repair, construction, renovation, or materials used in repair or construction.  Therefore, no coverage would be extended to the fence damage due to the original faulty construction, which was exhibited by the fence’s original construction, by the use of landscape timbers instead of 4x4 posts, wear and tear, and significant rot damage. This information was explained in the correspondence sent to you on 09/25/16, citing USAA’s determining factors for denial of coverage.  If you have additional questions, Mr. [redacted] remains available to further explain our decision at [redacted] or [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

January 6, 2016 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the May 14, 2013, automobile claim. We apologize for any frustration or inconvenience you experienced. Thank you for speaking with [redacted] of our staff, about your...

claim. I understand she advised you of the claim settlement process and that we will work on settling the claim before the statute of limitations expires. I assure you that USAA adheres to our core values of service, loyalty, honest, and integrity, and we strongly reject your allegation that we engage in illegal behavior. If you have any additional questions, Ms. [redacted] remains available and can be reached at [redacted]. I appreciate you allowing us to reply to you. Sincerely, [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]

March 30, 2017
Ms. [redacted] Complaint ID#: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your May 8, 2016, automobile claim.
Thank you for speaking with [redacted], of our staff, who addressed your concerns and discussed the documentation needed to...

settle the claim.
We appreciate you allowing us to review the matter and reply to you.
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]

Complaint: [redacted]
I am rejecting this response because:Another example that outlines the exact situation as the commercials being shown on the television.  Apparently only the lawyers and the businesses that write all those legal papers actually read them so that when the consumer is in an emergency situation, the businesses are not required to respond as their advertisements claim.  It is a sad state that the tax payers and consumers cannot get what they have paid for decades from insurance companies, but they only find loopholes so they can keep bypassing their responsibilities to take care of their customers.  To think that an insurance company does not deem it an emergency for a residential home they insure, to have food bile and human feces backing up into the house.  Not one person I have talked to has been able to provide a definitive answer other than "sorry, that's not covered".  So that leaves me with a $6,000 sewage bill, and a ripped up driveway, estimated at approximately $8,000 to fix that, and with a window screen ripped by the company, and a "sorry" from the insurance company.  Sad state of America when the old saying "customer is always right" is thrown out so the insurance companies do not have to do their jobs and hide behind the "fine print".  Well all I can say is the way I was raised, I wouldn't be able to sleep well at night knowing I was part of an insurance scam that just left a military veteran and retired soldier that served my country in bad situation.  Especially from an insurance company that advertises they support their veterans, apparently only to take out money and leave us with bills.  Guess that leaves senators, congressmen, and local investigating news stations.  Simply unbelievable, sad, and pathetic.
Regards,
[redacted]

January 15, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding holds placed on your deposits into your USAA Federal Savings Bank (FSB) checking account. I regret any inconvenience this matter caused you. Our...

records indicate that your funds were available on January 12, 2016. We thoroughly reviewed your account and determined that the holds were placed appropriately and in line with the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is also available on usaa.com. For remote deposit capture services, such as Deposit@Mobile®, the DAD states, “FSB will hold the funds for up to seven business days from the date of deposit. In some instances, funds may be available sooner than seven business days based on such factors as credit worthiness, the length and extent of your relationship with FSB and its affiliates, transaction and experience history, and such other factors as FSB, in its sole discretion, deems relevant.” The FSB applies the hold policy uniformly to all members and acts in accordance with all regulations as well as our core values of service, loyalty, honesty, and integrity. Unfortunately [redacted], of our staff, was unable to reach you to discuss your concerns. Please note that there are additional deposit options, such as direct deposit, which may not be subject to holds. As a courtesy, we refunded your account one $29.00 NSF fee. If you have any additional questions, Ms. [redacted] remains available and can be reached at [redacted] or ###-###-####, Extension [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

May 20, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your March 26, 2015, automobile claim. Thank you for speaking with [redacted] about your concerns. As he explained, the...

deductible for the March 26, 2015, claim applies and cannot be waived. If you have additional questions, [redacted], of our staff, remains available to assist you and can be reached at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely,
[redacted]