USAA

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,deductible) as settlement for my truck, but only $14K (minus $1,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 $17Kthen 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] ***

January 7, Petty Officer First Class [redacted] , USN Complaint ID #: [redacted] Dear Petty Officer [redacted] : I am responding to your submission regarding your February 24, 2014, automobile claimOur records confirm that you filed an inquiry with the Washington State Office of Insurance CommissionerWe will respond to the Washington State Office of Insurance Commissioner accordinglyThank you for the opportunity to replySincerely, [redacted] ***

Thu 2/5/4:PM [redacted] First USAA scheduled the re-inspection of my vehicle in Colorado when they were previously advised that I was presently in Arizona Now the USAA inspector in AZ has contacted me and said he needs the receipts for the repairs made to my vehicle USAA was previously advised regarding the receipts Has USAA received my communications?

Complaint: [redacted] I am rejecting this response because:I never gave permission for any extra money to be taken from my account nor would I ever have given them permission to do so. They stole the money from my account without my permission and I want back what was stolen from me.I NEVER authorized them at any time to take more money out of my account than what we agreed upon initially. They took it without my consent and without my authorization. Regards, [redacted]

January 16, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your second submission regarding your insurance paymentWe responded to your complaint on December 24, Our records confirm that on November 2, 2010, you updated your document delivery preference from receiving paper mail to receiving documents electronicallyEvery letter mentioned in our original response was provided to you electronically under your profile on usaa.comThank you for speaking with [redacted] , of our staff, on January 6, 2015, about your additional concerns, and we regret any miscommunicationI understand she offered to guide you through the process of locating all the correspondence previously sent to you electronically on usaa.com; however, you declined her offerIf you change your mind, [redacted] remains available to assist you [redacted] , our core values of service, loyalty, honesty, and integrity are at the center of everything we doWe appreciate the opportunity to review your concerns for a second time, and while we understand that you continue to disagree with our explanation, we consider this matter closedSincerely, [redacted]

February 3, Master Sergeant [redacted] , USAF (Ret.) Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding your automobile policyPlease know that we regret any frustration that was caused by this matterThank you for speaking with [redacted] , of our staff, regarding your concerns [redacted] confirmed that your daughter is not yet licensed and that she has been removed as an operator from your policyShould you have any further concerns, [redacted] may be reached at [redacted] or ###-###-####, Extension***Thank you for allowing us to reply to youSincerely, [redacted]

January 13, Mr [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your rebuttal submission regarding your automobile loan with the USAA Federal Savings Bank (FSB)We responded to your previous submissions three times between February 24, and November 20, As stated in our responses, your loan was under bankruptcy protection, and the FSB is prohibited from attempting to contact you to discuss your loan [redacted] , of our staff, was unsuccessful in his attempts to reach youThe FSB did not send you a notice as the automatic stay in your bankruptcy prevents any collection efforts to filersNo new information has been presented that would warrant a change in our positionWe recognize that you continue to disagree with our position, we still feel confident that this matter was handled appropriately, and strongly reject your allegations of wrongdoingWe appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, [redacted] ***

December 17, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your September 26, 2012, automobile claimOur records reflect Premier Services inspected your vehicle and arrived at an estimate of $8,for the stereo equipment you advised was taken from your vehicleFor losses involving audio equipment over $1,500.00, USAA may request proof of ownership, which we did in this caseTo date, we have not received the proof of ownership [redacted] ***, of our Claims staff, was unable to reach you regarding your concernsAccordingly, a quote for basic equipment was completedPlease know that we will consider any supporting documentation you submitShould you have any questions, [redacted] remains available to assist you and may be reached at (210) 531-USAA (8722), Extension ***Thank you for allowing us to reply to youSincerely, [redacted]

December 5, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your renters insurance policy I regret the frustration you experienced as we strive to provide quality service to our entire membershipOur employees are expected to be courteous and informative and to handle matters in a timely mannerI understand [redacted] , of our staff, spoke with you and agreed to waive the $wire transfer fee you were assessed by your bankA check will be mailed to your address on record within the next few business daysWhen 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 allowing us to reply to you Sincerely, [redacted] ***

June 4, [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your second submission regarding the USAA Plan F Medicare Supplement Insurance policyOur records confirm that you filed an inquiry with the Office of the Arizona (AZ) Attorney GeneralWe will respond to the AZ Attorney General accordinglyThank you for another opportunity to replySincerely, [redacted]

January 29, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your second submission regarding your Roth IRA Personal Pension Annuity (PPA) with the USAA Life Insurance CompanyWe responded to your complaint on January 16, While we understand that you do not agree with our response, we feel confident that the correct decision has been madeNo new information has been presented that would warrant a change in our positionWe appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, [redacted]

May 6, 2015 [redacted] Dear Mr. ***: I am responding to your submission regarding the June 27, 2014, automobile accident and your automobile policy premium. I regret any frustration these matters caused you and your family as we strive to provide quality... service to our entire membership. Thank you for speaking with [redacted] ***, of our Claims staff, who verified that we paid the total invoice amount after receiving a copy of the Ohio Department of Transportation (DOT) collection notice on December 8, 2014. As you may know, Mr. [redacted] confirmed with the Ohio DOT collections department that there is an outstanding balance of $998.48 for miscel***ous charges. We are actively reviewing the subsequent invoice we received on April 23, 2015, and we will follow up with the Ohio DOT. I understand that [redacted] , of our staff, contacted you to review the factors that attributed to the renewal automobile policy premium increase. It is important to note that you are not receiving a surcharge for the June 27, 2014, accident. Should you wish to discuss the policy further and review premium-savings options, Ms. [redacted] remains available. We appreciate the opportunity to review your concerns and respond 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]

November 28, Mr [redacted] Complaint ID #: [redacted] Dear Mr**: I am responding to your submission regarding your July 26, 2014, automobile insurance claim A thorough review of the claim was conducted to address your concerns, and it was determined that your rental vehicle expenses were in line with the extent of damages your vehicle sustained Therefore, on November 25, 2014, a check for the additional days of loss of use, totaling $491.20, was issued to you as requested If you have additional questions, [redacted] ***, of our staff, is available to assist you We regret the inconvenience this matter caused you, and appreciate your patience while awaiting our response Thank you for allowing us to look into this matter for you Sincerely, [redacted]

November 26, [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding your checking account Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will respond to the CFPB Thank you for the opportunity to reply Sincerely, [redacted]

January 23, [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding the premium on the automobile insurance policy with USAAThank you for speaking with [redacted] , of our staff, who thoroughly reviewed the automobile insurance quotes you received and was unable to validate that a semi-annual quote of $had been offeredWe regret any inconvenience or frustration this matter may have caused youAs you requested, the automobile policy you established on December 30, 2014, has been canceledWe appreciate the opportunity to review your concerns and to respond to youSincerely, [redacted]

May 27, Sergeant First Class [redacted] ***, USARComplaint ID #: [redacted] Dear Sergeant ***: I am responding to your second submission regarding your March 31, 2015, automobile claim Another thorough review of your claim was completed, and as [redacted] ***, of our Claims staff, explained, we have agreed to pay for the left front lower control arm, which includes the ball joint and bushings Mr [redacted] continues to be available to answer any additional questions you may have about this claim Thank you for allowing us to review this matter again Sincerely, [redacted]

December 5, 2014 [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your request to open a checking account with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted] ***, of our staff, regarding... your concerns. As she explained, your eligibility for FSB products was evaluated in accordance with the FSB’s current policy and as stated in our advertisements. Please know that the FSB acts in accordance with our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your allegation regarding our advertising. We appreciate your service to our country, and the opportunity to respond to you. Sincerely, [redacted]

November 4, 2014 Senior Master Sergeant [redacted] , USAF (Ret.) Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding your homeowners insurance policy and mortgage loan. We make every effort to handle our accounts efficiently, and I... apologize this was not your experience. I understand that [redacted] , of our Member Advocacy Team, sent you a written explanation detailing the events that transpired with your homeowners policy premium and mortgage loan escrow account. I deeply regret any frustration this situation caused you. Should you have further questions, Ms. [redacted] remains available to assist you and may be reached at [redacted] or [redacted] , Extension ***. Thank you for allowing us to reply to you. Sincerely, [redacted] ***

April 16, Captain [redacted] ***, USAF (Ret.) Complaint ID #: [redacted] Dear Captain ***: I am responding to your submission regarding your November 21, 2013, boat theft claimOur records confirm that you filed an inquiry with the Texas Department of Insurance (DOI)We will respond to Texas DOI accordinglyThank you for the opportunity to replySincerely, [redacted]