USAA

November 2, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your automobile claim.  I am sorry to hear about the frustration you recently experienced as we strive to provide quality service and fair claims handling...

to our entire membership.  Our employees are expected to be courteous and informative and to handle claims matters in a timely manner.  Coaching has been provided to those involved to ensure other members do not have a similar experience.    Thank you for speaking with [redacted], of our staff, who explained that, an additional investigation is necessary when damages are inconsistent with the reported loss.  Mr. [redacted] advised that the appraiser would review the estimate for reimbursement of the running boards. Our records reflect that on October 25, 2016, a check was sent to you for the running boards. 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]

December 27, 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 New Mexico Office of Superintendent of Insurance ([redacted]).  We...

responded to the [redacted] on December 22, 2016.   Thank you for the opportunity to reply.   Sincerely,   [redacted]

December 1, 2015**. [redacted]Complaint ID #: [redacted]Dear **. [redacted]I am responding to your submission regarding your eligibility and credit card account with the USAA Federal Savings Bank (FSB).According to our records, on November 3, 2015, you established a USAA profile indicating you...

had prior military service and applied for a USAA credit card.  FSB products are available only to those meeting certain requirements, one of which is being eligible for membership with USAA.  USAA is open to current and former military with a discharge type of “Honorable,” and to their eligible family members and former members, including adult children.  High school Junior ROTC does not qualify as active or former military.We also researched information found on the documents you provided regarding eligibility through an eligible family member.  To become eligible through a family member, the family member must have met our membership rules and purchased a USAA auto or property insurance policy.  Unfortunately, we were unable to confirm your eligibility through your father. Please know that we apply our criteria consistently.  While we sympathize with your situation, we can’t make an exception to our eligibility guidelines.  We regret any frustration you experienced; however, we are unable to remove the restriction placed on your credit card and will proceed with closing the account.Thank you for allowing us to reply to you.  Sincerely,[redacted]Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

May 12, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your homeowners insurance policy. I regret that we did not meet your service expectations as we make every effort to ensure our members’ policies are serviced and maintained...

efficiently and accurately. Thank you for speaking with [redacted], of our staff, who explained why we are unable to provide coverage for your property. I understand he also discussed the steps you would need to take for consideration of obtaining coverage for your home in the future. I hope your found your conversation with Mr. [redacted] responsive to your concerns, and if you have additional questions, he remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:Here is [redacted]'s response:The customer's vehicle was inspected on 2/26/14. We started the repair procedure on 3/10/14. The repairs were completed 3/20/14. When the repairs were completed the vehicle had 99,582 miles on it. We were contacted by the customer with a complaint about a body side molding failing to adhere to the door. They were promptly fit into the schedule to have the molding cleaned and re-taped. On 5/20/14 we arrived at our place of business to find that the customer had dropped the vehicle off early that morning or the night before. The customer vehicle was never moved and the molding was removed and reinstalled where it was originally parked by the customer. That same day the vehicle was picked up without any issues or complaints. We didn't hear anything again until the beginning of November when it was stated that we caused all forms of damage all over the vehicle including the driver's seat being fully reclined and pushed all the way back and unable to be adjusted. If that's the case how was she able to drive the vehicle home, and why wasn't it mentioned then? The vehicle was then taken to a USAA Star shop and re-inspected by the shop owner and a USAA staff appraiser. We were advised by USAA that in the time elapsed since pick up at our shop the vehicles mileage had increased to over 104,000. In eight months the vehicle had been driven over 5000 miles. In that time the customer never made any complaints. Ironically the only damage they are pointing out is on body panels we didn't work on. Our work and craftsmanship was said to be more than acceptable at the time of re-inspect. The customer then continued to complain to USAA. USAA sent out a territory Physical Damage Specialist and his superior to inspect the vehicle again. USAA denied the claim again and stated it was all normal wear and tear. USAA has denied any wrong doing by themselves or us as their Star shop.   All the current information about the 104,000 miles and such came directly from a USAA Employee.  One of the North west area adjusters names [redacted].  He and area manager [redacted] were the only two people that had that information and it was clearly passed down to the shop.  Also the vehicle damage was all documented on USAA online with pictures that were uploaded on 17 June, 2014.  These pictures were uploaded as fast as I could as I was on deployment and I was in phone contact with USAA immediately after my wife noticed and noted all damage.  With that the responses from USAA employees that stated that the vehicle would be repaired upon my return are now gone.  Also the letter from [redacted] stating in complete contradictory statements from [redacted] has been deleted off of my profile.  USAA is still not backing up its customers.   My wife wanted nothing to do with the shop upon receiving our vehicle back and finding it in the state that it was in.  We notified USAA and we are now trying to get the vehicle fixed appropriately.  Please understand that we have tried to work with the company but they are refusing to work with us.
Regards,
[redacted]

From: [redacted], [redacted] SFC USARMY [redacted] [mailto:[redacted]] Sent: Wednesday, February 11, 2015 7:33 PM To: [redacted]; [redacted] Subject: FW: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted]   I'm not sure why this complaint was closed.  My issue was that USAA was telling me to handle my own claim.  I received a call from someone saying they were trying to contact the other party's insurance company.  Then they contacted me to give me the other insurance company's contact information again so I could handle my own claim, which was my original complaint.  The other insurance company has not responded to my email that I sent several months ago, nor the one I sent a week ago.  USAA did nothing different that warrants closure of this complaint.   [redacted] SFC [redacted] Cell: ###-###-####

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I am responding to your submission regarding your deposit account.
 
Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We responded to the CFPB on...

April 21, 2016.
 
Thank you for the opportunity to reply.
 
Sincerely,
 
[redacted]

October 17, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your recent automobile insurance claim and I regret any frustration this matter may have caused.   Thank you for speaking with [redacted], of our staff,...

who discussed your concerns. I hope your conversation with Ms. [redacted] reassured you that your satisfaction is important to us. Our records indicate that your claim is under review to determine if the vehicle is repairable or a total loss.  As Ms. [redacted] mentioned, additional damage discovered that is related to the loss, would be covered.  Should you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

July 21, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your deposit account.
 
Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We...

responded to the CFPB on July 21, 2016.
 
Thank you for the opportunity to reply.
 
Sincerely,
 
[redacted]

January 5, 2015 Captain [redacted], ARNG Complaint ID #: [redacted] Dear Captain [redacted]: I am responding to your submission regarding your rewards points from the USAA MemberShop®. Thank you for speaking with [redacted], of our staff, about how rewards are earned through our MemberShop. As [redacted]...

[redacted] explained, while your $399.00 iPhone® purchase did not qualify for the additional rewards points, as a courtesy, 798 bonus points were granted to you. We are currently in receipt of the invoice for your second Apple purchase and will communicate to you the outcome of our review. If you have additional questions, [redacted] remains available to assist you and may be reached at [redacted] or [redacted], Extension [redacted]. Per your request, credit card arbitration notices may be sent to: USAA General Counsel, [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

November 4, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the October 11, 2016, automobile claim.
A thorough review of your situation was completed and our records reflect that a payment for the estimated repairs...

was issued on October 19, 2016, and a reservation for a rental vehicle was secured on the same day. Furthermore, a payment was issued to Enterprise Leasing to cover the rental expenses on November 3, 2016. Your allegations of delays in the claim handling are unfounded.
We appreciate the opportunity to reply.
Sincerely,
[redacted]

Revdex.com:Pretty poor treatment for a 20+ year customer. At no point was I offered any actual help to resolve the situation. GET TRAINED IN CUSTOMER SERVICE!
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]

October 5, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile loan, and we regret any frustration you may have experienced. I understand you spoke with [redacted] and [redacted], of...

our staff, about your concerns. Our research shows the $119.04 estimated payment was based on a loan amount of $6,269.00; however, the final amount financed was $6,937.75.  Ms. [redacted] was unable to make an accommodation to refinance the loan and include the remaining balance from the previous loan due to the call being disconnected.  Should you wish to discuss this option further, Ms. [redacted] remains available to assist you and can be reached at [redacted] or [redacted], Extension [redacted]. As Ms. [redacted] explained, a review of the call recording indicated the representative you spoke with suggested asking about the possibility of rolling the unpaid balance into your new loan.  This was not a guarantee that the balance could be transferred to the new loan. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

November 9, 2016
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]
I am responding to your submission regarding the handling of the verification of deposit form (VOD) you submitted for completion. We regret that we did not meet your service expectations and for the frustration...

you experienced with the processing of the VOD.
[redacted] of our staff, was unsuccessful in her attempts to speak with your regarding your concerns. Nonetheless, she conducted a review of your account and confirmed the VOD was successfully transmitted on October 27, 2016. If you have any additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

February 1, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your December 2, 2015, homeowners claim. We regret any frustration or inconvenience you experienced as a result of this matter. I understand you spoke with [redacted], of...

our staff, about your claim. A thorough review of your situation was completed; however, no new information was discovered to warrant a change in our coverage decision. 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. As Mr. [redacted] advised, you do have the option of having an engineer complete an inspection. If you wish to pursue this option, Mr. [redacted] remains available to assist you and can be contacted at [redacted]
Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we strongly disagree with your allegations of wrongdoing. Thank you for allowing us to reply to you. Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Again, regardless of whether or not USAA thinks the matter is closed, it simply is not. The situation is still ongoing; I still don't have the money of which belongs to me. Someone else was unjustly enriched through my funds, and USAA is at fault. I will not accept another invalid business response (via Revdex.com) from USAA. Meaning, I will continue to reject the business responses from USAA until the matter is closed. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: All of my equipment was not included also was not classified correctly.
Regards,
[redacted]

September 8, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your March 29, 2017, homeowners claim.
Ms. [redacted], you have not presented any new or additional information that would warrant a change in our position. While we appreciate another opportunity to respond, we consider this matter closed.
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]

September 19, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your July 18, 2017, automobile claim and I regret any frustration this matter may have caused you.   Unfortunately, Alan Fulkerson, of our...

staff, was unsuccessful in his attempts to contact you to discuss your claim; however, he confirmed that we issued a check for the total loss of your vehicle on September 12, 2017.    Mr. [redacted], our records indicate we successfully received emails from you on September 5, 2017 and September 8, 2017.  USAA acts in accordance with our core values of service, loyalty, honesty, and integrity and we respectfully disagree with your allegations of unreturned phone call and wrongdoing. If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply.    Sincerely,   [redacted]