USAA

May 20, 2016
 
Mr. [redacted]
Complaint ID #:  [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your automobile claim.
 
Our records confirm that you filed an inquiry with the Florida Department of Financial Services.  We...

will respond to the Florida Department of Financial Services accordingly.
 
Thank you for the opportunity to reply.
 
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]

Dr. Susen [redacted] Complaint ID #: [redacted] Dear Doctor [redacted]: I am responding to your submission regarding the handling of your April 16, 2016, homeowners claim. Thank you for speaking with [redacted], of our staff, about your concerns. I hope your conversation with Mr. [redacted] reassured you that...

your satisfaction is important to us. On June 27, 2016, an electronic funds transfer for $3,000.00 posted to your joint-checking account. If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

October 20, 2015 Master Sergeant [redacted], USAF Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your automobile loan. I am sorry for the frustration and inconvenience 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. I understand [redacted], of our staff, was unsuccessful in her attempts to contact you. Thank you for your feedback, and we have shared it with the appropriate parties. Ms. [redacted] verified that your loan is set up for automatic payments, that the September and October payments were posted to your loan, and the late fee you incurred was waived. If you have any questions, Ms. [redacted] remains available to assist you and can be contacted at (210) 531-USAA (8722) or (800) 531-8722, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

March 19, 2015 Petty Officer [redacted], USN (Ret.) Complaint ID #: [redacted] Dear Petty Officer [redacted]: I am responding to your submission regarding your insurance policies. I regret any frustration this matter caused you. Thank you for speaking with [redacted], of our staff, who...

addressed your billing concerns. A review of this matter indicates that we could have set clearer expectations regarding the cancellation of your policy, and coaching was provided to those involved to ensure other members do not have a similar experience. As [redacted] advised, your policies were reinstated and backdated to the date of cancellation. In addition, we sent notification to the Maryland Department of Motor Vehicles (DMV) informing them there was no lapse in coverage. If you need any assistance with making any changes to your policies or with the fee you incurred, [redacted] remains available to assist you and can be reached at [redacted] or ###-###-####, Extension [redacted]. Please know that we adhere to USAA’s core values of service, loyalty, honesty, and integrity and we strongly deny your assertions of impropriety. 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 this resolution is satisfactory to me.
Regards,
[redacted]

December 30, 2015
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your second submission regarding your July 4, 2013, automobile claim.
I understand you briefly spoke with [redacted], of our staff, regarding your submission.  Another thorough review of your situation has been completed.  As such, we will provide coverage for the treatment received on February 16, 2015. 
Thank you for the opportunity to review your concerns again.
Sincerely,
[redacted]

Tell us why here...December 22, 2015 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the deductible associated with the December 12, 2015, automobile claim. Please know that our employees are expected to be courteous and professional when...

speaking with our members, and I regret if this was not your experience. We initiated a thorough review of your account and confirmed that a $100.00 comprehensive deductible applies to the claim; however, we were unable to substantiate that we asked you to cancel the claim or the policy. We show that you spoke with a Claims Service Manager on December 21, 2015, and on that date, we adjusted the comprehensive coverage effective December 10, 2015, and informed you of the premium difference. Should you have questions related to the claim, please contact Claims Service Manager [redacted]. We appreciate the opportunity to look into your concerns and respond. Sincerely, [redacted]

[redacted]
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[redacted]
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[redacted]
I am responding to your submission regarding your automobile claim. 
I regret any frustration you experienced as our employees are expected to respond timely to our members.  Please know that we...

have provided coaching to those involved to prevent a recurrence.  We also confirmed that on March 10, 2016, we advised you of the rental time period for your claim, and as such, we respectfully decline your request to pay for additional rental charges.  I understand that Sylvia Castellano, of our staff, contacted you about your concerns and that she remains available to assist you should you have any other questions.
We appreciate the opportunity to reply to you. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:This is my vehicle that was hit by your insured.  Your failure to offer the formula affects me.  To day that it being hit by yur insured was worth pennies is ridiculous.  I continue to reject this response due to your failure to provide information that has been reasonably requested by me, on my own behalf, due to dame again, caused by your insured.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:Yes, I have spoken to [redacted] and she stated that she would look into my situation.NO, full payment has not been made into my account. (See attachments)I was promised $17K (minus $1,000 deductible) as settlement for my truck, but only $14K (minus $1,000 deductible) was paid.Every time I bring this up, I get the same tired excuse from USAA stating that they made a mistake in the mileage and can only pay me the "fair market value" of my truck.  This is, and NEVER was about the value of my truck.  It is about integrity and fulfilling your commitment to your customer.  You stated you were going to pay me $17K... then you need to follow through with your agreement and pay me the $17K.YOU made the mistake.  OWN UP TO IT and pay me what you said you were going to pay me.  PERIOD!
Regards,
[redacted]

August 4, 2016   Mr. [redacted]. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your July 9, 2016, auto claim.   We responded to your complaint on August 2, 2016.  [redacted], of our staff, will continue to remain available during your claims process should you have any questions.   We appreciate the opportunity to review your concerns again.   Sincerely,   [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]

February 17, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your recent insurance billing experience.  I apologize for any frustration this matter may have caused.   Thank you for speaking...

with [redacted], of our staff, who explained that your account was past due, which caused the late fees in question. As a courtesy, Ms. [redacted] waived the late fee when you made your payment and advised the credit would appear on the next statement.  She also explained that the increase was due to a rate revision in your state.  Should you have additional questions, Ms. [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: USAA is unable to confirm or deny a phone conversation with an insurance agent regarding updating my coverage after attempting to set up the policy online. While he did speak with the joint owner, that did not warrant an acceptance of the decision by myself or my joint owner. I feel USAA should reconsider this matter. While USAA, did investigate the issue, USAA is protecting it's financial institution versus being in the best interest of it's insured as required. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am talking about badfaith and negligence on the part of usaa that caused me to lose money on the sale of my house I made my claim on march 26 2017 usaa didn't respond till some months later when I filed with Revdex.com they need to make up for my loss on sale of my house due to their bad faith and negligence
Regards,
[redacted]

August 16, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your May 31, 2017, automobile property damage claim.   A review was conducted of the valuation of your vehicle, and the condition rating was...

change from good to very good, resulting in an increase to the actual cash value of your vehicle.  On August 15, 2017, our Claims staff left a telephone message for you and requested that you call back to discuss the revised valuation.     Please follow up with our Claims staff to resolve your claim.   We appreciate you 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]

July 1, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your property claim, and I regret any frustration this matter may have caused you. I am pleased to learn that you spoke with [redacted], of our staff, who reviewed...

your concerns and confirmed they were resolved. As you were previously advised, payment was sent to you via electronic funds transfer. If you have additional questions, Mr. Reyes 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]