USAA

August 9, 2016   Staff Sergeant [redacted]. [redacted], USA Complaint ID #: [redacted]   Dear Staff Sergeant [redacted]:   I am responding to your submission regarding the transaction holds on your checking account with the USAA Federal Savings Bank (FSB).  We regret any frustration this...

matter has caused you.   Ms. [redacted], of our FSB staff, responded to you via email to explain the events that transpired.  All the attempted transactions had been approved on the part of USAA, and the holds placed were initiated by the merchant.  As of July 28, 2016, there are no holds or pending transactions on your account from [redacted] or [redacted].  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

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]

Complaint: [redacted]
I am rejecting this response because:The business has refused to remove my PII data and close my online account. The only thing they agreed to do is remove my email address and lock the online account. Unfortunately, this does little to protect my PII data from a breach as many exploits occur at the sysadmin or DBA level.The USAA rep stated that all of my most sensitive PII data [ie SSN, DOB, etc] would remain on their information systems indefinitely, despite my assertion that I had no intention of ever using their services. I informed USAA that I intend to hold them liable for any misuse or loss of this data at any point in the future. Their representative said he "understands", but showed no intention to avert this liability by removing the data. Thank you [Revdex.com] for attempting to resolve this issue, but it appears the USAA is unwilling to properly address this matter or further examine their shady data collection practices. For now, please leave the resolution status as "unsatisfactory". 
Regards,
[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]

October 16, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile policy payment. Thank you for bringing this matter to our attention. Due to privacy laws in this state, [redacted], of our staff, attempted to reach you...

directly by telephone and email to address your concerns. Please contact Mr. [redacted] at your earliest convenience. He can be reached at [redacted] or [redacted] We appreciate the opportunity to reply to you. Sincerely, [redacted]

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]

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]

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]

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]

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]

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]

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]

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]

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]

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]

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]

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 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]

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]

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]