USAA

September 3, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your May 14, 2015, automobile claim. As indicated in our response dated August 14, 2015, we replied to the Minnesota Department of Commerce to address your concerns. Our records reflect that an arbitration decision was made on this matter on September 1, 2015, which your insurance company should discuss with you. We appreciate the opportunity to review your concerns again. Sincerely, [redacted]

April 24, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding deposit holds with the USAA Federal Savings Bank (FSB). Our representatives are expected to be courteous and helpful, and I regret any inconvenience or frustration you may have...

experienced. Thank you for speaking with [redacted], of our staff, who explained that the FSB handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to account holders and is available for your review on usaa.com. The DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as USAA Easy Deposit, for up to seven business days from the date of deposit. In some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant. Should you have any further questions, [redacted] remains available and can be reached at [redacted] or ###-###-####, Extension [redacted]. We appreciate you giving us the opportunity to reply to you. Sincerely, [redacted]

December 30, 2014 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your husband’s October 30, 2014, automobile accident.   A review of the recorded calls confirmed that the adjuster did not guarantee the...

final liability assessment would be completed based on the police report.  While the police report reflects the USAA insured at-fault, there were no independent witnesses to support either driver’s account of the accident.  While we recognize that you disagree with our position, we feel confident that the correct decision has been made.  No new information has been presented that would warrant a change in our position. Thank you for allowing us to reply to you.   Sincerely, [redacted]

January 26, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding the December 2014 claim. We regret any frustration you experienced as we strive to provide quality claims handling to our entire membership. Feedback about your situation has...

been shared with the appropriate parties. Thank you for discussing this matter with [redacted] of our staff. I am glad to know we reached an amicable settlement and payment for the claim has been made. Should you have any questions, Mr. Cortinas remains available to assist you and can be reached at ([redacted]) or [redacted], Extension [redacted] We appreciate the opportunity to review your concerns and reply to you. Sincerely, [redacted]

Tell us why here...July 20, 2016 Mr. [redacted]. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your customer service issues. I apologize for any frustration or inconvenience you experienced. Protecting the security of our members’ accounts is our top...

priority. On May 7, 2016, we determined you were a victim of an account take over and on May 15, 2016, we enabled an additional level of authentication for security purposes. Additionally, USAA does not use a third party authentication company, all call centers are manned by USAA employees. Thank you for speaking with [redacted], of our staff, who thoroughly reviewed your concerns and who confirmed the delivery date of your new credit card. I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us. Also, we respectfully decline your request for compensation. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

September 19, 2017
[redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your out of pocket expenses for the loss of use of your vehicle.
[redacted] of our staff, was unable to reach you by phone to discuss your concerns. A review of...

the claim revealed that your vehicle was inspected at a USAA Direct Repair Facility on August 8, 2017. On August 18, 2017, your shop of choice submitted a supplement for additional damage to your vehicle; however, they did not include the photos to substantiate the supplement. The adjuster called your repair facility twice to follow up on the request for photos; which were submitted eight days after we were notified of the supplement. On September 15, 2017, a payment for $131.55 was issued to you for three additional days of loss of use, which were supported by the supplement.
If you have additional questions concerning this matter, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 11, 2014
Mr. [redacted] 
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your USAA automobile claim.
Thank you for speaking with us regarding your vehicle title and insurance policy concerns. As previously...

explained, your loan ending in 2062 was paid in full on July 7, 2011, and a North Carolina title was mailed to the address on file at Virginia Hills Avenue, Alexandria VA. On August 11, 2011, USAA received the title by return mail and it was re-released and sent to your current address at South Kings Highway, Alexandria VA address. USAA did not notify the North Carolina Department of Motor Vehicles (DMV), because North Carolina is not an electronic state; therefore, USAA is unable to release liens with the DMV electronically. You were previously explained that you are required to surrender the title to the state in order to obtain a free and clear title. On June 11, 2014, you called and spoke with USAA and per your request; the title was re-released and sent directly to you via FedEx.
Regarding your automobile claim, USAA sent you two separate notices by email and regular mail advising you to contact USAA on or before June 6, 2014, if you wanted to pursue a total loss claim. Two follow up letters and emails were sent on June 18, 2014 and August 4, 2014, requesting contact from you. Due to lack of communication and assistance, the vehicle was sold on August 13, 2014. It was not until October 20, 2014, that you called inquiring about the vehicle. The auto insurance policy has been canceled and backdated to the day after your loss on May 11, 2014. On October 27, 2014, USAA processed a refund for insurance premiums for $580.61, and sent directly to your checking account. USAA also reversed the $25 returned payment fee for October, which should be visible in your account within 1-2 business days.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

January 21, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the status of your P&C insurance and the handing of your USAA Secure Checking account held with the USAA Federal Savings Bank (FSB). [redacted]...

[redacted], of our P&C staff, spoke with you on January 2, 2015, and offered to make payment arrangements, and you declined.  She also verified that your access to usaa.com is currently available.  Regarding your checking account, [redacted], of the FSB staff, investigated our right to offset (RTO) funds from your checking account to make payment on your consumer loans ending [redacted] and [redacted].  [redacted] found that the RTO was applied correctly, and the funds cannot be returned.  The policy for RTO is outlined in your loan documents, and a copy can be found in your documents on usaa.com.   We understand each person has a unique financial situation, and certain events beyond one’s control may cause difficulties.  At your earliest convenience, please contact [redacted] to discuss the status of your accounts and for a referral to our Member Assistance Program.  He can be reached at [redacted], Extension [redacted]. Thank you for allowing us to reply to you.   Sincerely, [redacted]

May 27, 2016
 
Specialist [redacted]
Complaint ID #: [redacted]
 
Dear Specialist [redacted]:
 
I am responding to your submission regarding your VA mortgage loan refinance with the USAA Federal Savings Bank.
 
Our records confirm that you filed an inquiry with the Consumer...

Financial Protection Bureau (CFPB).  We will respond to the CFPB accordingly.
 
Thank you for the opportunity to reply.
 
Sincerely,
 [redacted]

October 31, 2014
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your June 25, 2014, automobile claim.
I understand that a reinspection on October 8, 2014, determined that your vehicle was repairable. ...

Since then, two drafts totaling the amount of the repairs have been issued to you. [redacted], of our Claims staff, was unable to reach you by telephone to address your concerns. If you have any further questions, Mr. [redacted] remains available to assist you and can be reached at [redacted], Extension [redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I cannot believe I am still receiving a standard (insulting) reply. The message states that [redacted] is available for further assistance but I left [redacted] a message on 1/11/16, TWO days ago, for him to call me and I still have not received a call back. [redacted] will be the fourth person to NOT call me back, WOW! He said he was my advocate and wanted to assist me in resolving my concerns and therefore should have on his own called me back within a couple of days to see how things were or definitely after I left him a message. It is amazing that at this point and after everything that has transpired or actually not, that this situation has not received the attention it duly requires and deserves. This is a very disappointing example of taking care of its members and living up to the Companys' core values of Service, Loyalty, Honesty & Integrity. I have been more than patient and have been through a great deal of anguish, and at this time need to reach out to the Department of Insurance as well as the media.
Regards,
[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. Although [redacted] had told me that I would be refunded any charges pertaining to the home owners insurance policy because we never used it and closed our home with a competitors policy.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Yes I spoke to the gentleman from USAA, and told him I would be reviewing records and possibly following up with filing a police report in regards to the fraudulent charges to my account. I also told him that I was unable to address this matter at an earlier date due to a tragic loss of my wife and child! I guess USAA has no patience or understanding regarding circumstances that effect one of its long time members! USAA has dismissed my valid complaint, and it goes to show how greedy and uncaring they have become! I will be following up with a police report and make all the necessary disputes with the credit reporting agencies. I will also have my attorney explore all legal options. USAA is a disgrace to military families, in my opinion!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA has not provided a valid response and refuses to pay a valid claim.
Regards,
[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. However; if this complaint is not resolved by the end of the month, I will have to file another complaint with the Revdex.com and the Insurance Commission. I would like full reimbursement for my brakes and the body work for my car. I will also need a car for the time that my car is in the shop to get to and from school, work and baseball practice. I am a full time student.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I can not accept until the issue has been rectified. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USSA need to send me a check for $1,047.75  this would make it out to 2,800.00 thats the blue book value                                       this is what they gave me in checks                                        $1,544.25                                       $   208.00                                      __________                                    total $1,752.25They owe me 1,047.75 to make $2,800.00
Regards,
[redacted]

September 14, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile claim, and we regret any frustration you may have experienced. Thank you for speaking with [redacted], of our staff, who discussed your...

concerns.  I understand that an additional payment for rental reimbursement was provided to you via electronic funds transfer on September 9, 2016.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

April 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your automobile claim.
Our records confirm that you filed an inquiry with the Virginia Bureau of Insurance (VA BOI). We will respond to the VA BOI...

accordingly.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

[redacted]
*
[redacted]
*
[redacted]
 
I am responding to your submission regarding the June 25, 2015, homeowners claim.
 
As previously discussed, the insurance-to-value inspection completed prior to policy issuance was to...

estimate the home’s rebuilding cost.  After the loss, our property field adjuster’s inspection determined that the damage to the roof was not the result of a covered loss.  No storm damage was noted, and the policy does not insure for damage consisting of, or caused directly or indirectly by wear and tear, marring, or deterioration; therefore, the homeowners contract provided coverage for only the interior damage.  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.  The claims file has been reviewed thoroughly on multiple occasions, and no new information has been discovered to warrant a change in our decision. 
 
Please know that we value your membership, and while we understand this is not the outcome you were seeking, we hope our explanation clarifies our position.  Thank you for allowing us the opportunity to review your concerns and reply.
 
Sincerely,
 
[redacted]