USAA

[redacted]
*
[redacted]
*
[redacted]
*
I am responding to your submission regarding the interest rate offered for your automobile loan.
I understand that [redacted], of our staff, spoke with you about your concerns.  As Mr. [redacted] advised,...

an appropriate interest rate was offered based on your overall credit profile.  Please know that USAA acts in accordance with all banking regulations and our core values of service, loyalty, honesty, and integrity; therefore, we must reject any allegations of wrongdoing.  Should you have any questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

August 5, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your USAA checking account ending in [redacted], and I regret any frustration you may have experienced. Thank you for speaking with [redacted], of our USAA Federal Savings Bank...

staff, who reviewed your account history with you and confirmed that the fraudulent activity you noted was related to an external prepaid card associated with your USAA checking account. Mr. [redacted] refunded three additional NSF fees you incurred, as a courtesy, and the credit posted to your account ending in [redacted]. We appreciate the opportunity to review this matter as we are continually seeking ways to improve how we do business. Should you have any additional questions, Mr. [redacted] remains available to assist you. Sincerely, [redacted]

August 9, 2016   Sergeant [redacted]. [redacted], USAF (Ret.) Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your homeowners claim.  I regret any frustration this may have caused you.   Unfortunately, [redacted], of our...

staff, was unsuccessful in her attempts to reach you by telephone and would like the opportunity to discuss this matter with you.  Our records indicate that additional information is needed to warrant a change in the settlement of your claim.  Once the information requested is received, we can evaluate the claim further.  In addition, Ms. [redacted] identified a service opportunity and coaching was provided to those involved to ensure other members do not have a similar experience.  If you have any additional questions, Ms. [redacted] remains available to assist you.  She can be reached 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 has incorrectly reported to the credit bureau since the debt has been paid in full
Regards,
[redacted]

October 6, 2015 Mr[redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding USAA credit card offers being addressed and sent to Mrs. [redacted]. I am sorry for the difficulty you experienced in attempting to reach [redacted] of our staff. I understand that you spoke with Ms. [redacted] on September 25, 2015, and that your requested updates to your marketing preferences were completed. We ask that you allow six weeks for all mailings to stop, as our mailing lists are often created weeks in advance. 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.

August 16, 2016   Mr. [redacted]. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your request to cancel your USAA Federal Savings Bank (FSB) Signature Visa credit card.  I regret the inconvenience you experienced as we strive to...

provide quality service to our entire membership   Thank you for speaking with [redacted], of our staff.  I understand that your concerns were resolved and that you have chosen not to cancel your USAA FSB credit card.  I hope that your conversation with Mr. Garcia reassured you that your satisfaction is important to us.  If you have additional questions, he remains available to assist you.  We appreciate you 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

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]

September 25, 2015 [redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your automobile insurance bill. We regret any frustration or inconvenience this matter has caused you. A thorough review of your insurance billing was completed, and I...

hope you find the following information helpful. Our records show that on March 6, 2015, your automobile policy renewed with a semiannual premium of $905.35. An adjustment was processed on July 24, 2015, to add an operator and to delete the towing and labor coverage, which resulted in a premium of $1,404.70. The automobile policy renewed on September 6, 2015, with a premium of $1,294.80. After we adjusted the policy on September 3, 2015, to remove the operator, the premium decreased to $895.35, and the revised September 6, 2015, policy renewal premium was $876.48. If no other changes are made to the automobile policy, the premium will be billed over four monthly installments. We also confirmed that the statement dated August 18, 2015, was sent to the address on file. If your billing is set up on automatic payments and there are no changes to the amount owed, a statement is not mailed; however, statement copies are available on usaa.com. We confirmed that the adjustments to your policy were processed as you requested; therefore, we are unable to divide your next billing statement into two payments, and we respectfully decline to refund the overdraft fee. Thank you for allowing us to reply to you. Sincerely, [redacted]

February 12, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding a payment made with your USAA Federal Saving Bank checking account.
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]

December 23, 2014 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your follow-up submission regarding your August 23, 2014, automobile claim.  Our employees are expected to be courteous and professional at all times, and I am sorry for any frustration you may have experienced.  However, we disagree with your allegations of impropriety.   Thank you for speaking with [redacted], of our Claims staff, about your concerns. I understand that you have also discussed your claim with your adjuster, who issued a payment to your lien holder on December 5, 2014.  If you have additional questions, [redacted] remains available to assist you and may be reached at (210)-531-USAA (8722) or (800) 531-531-8722, Extension [redacted]. Thank you for the opportunity to reply.    Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: My inherent complaint that I was not given a fair value for my car has not been addressed. I was advised  that the only way USAA would  go up on their low offer for my car was by going to court over the mattered by your own USAA representative. This is not how you should do business and this is why I am still rejecting your response. 
Regards,
[redacted]

June 7, 2016
 
Mr. [redacted]. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank (FSB).
 
On September 14, 2015, you completed an online auto loan application, including a...

form to establish monthly ACH payments from an external bank account.  In January and February 2016, the ACH payments were returned as “account closed.”  A payment manually scheduled with an FSB representative on February 16, 2016, was also returned as the account could not be located. 
 
Subsequently, an ACH payment in March 2016 and manual payments in March and April 2016 posted to the account.  However, the ACH payments for April and May 2016 were returned as the account was frozen.  On May 17, 2016, you advised the FSB that your automatic payment information was incorrect; you made a payment to bring the account current; and the FSB mailed you a form to modify the monthly ACH payment instruction.  The FSB received the completed form on June 1, 2016, and mailed an ACH confirmation to you the following day.
 
[redacted], of our FSB staff, was unsuccessful in reaching you to discuss your concerns.  Based on the payment history, he confirmed the loan was accurately reported as 30-days late in February 2016; therefore, we must respectfully decline your request to change the reporting.  If you have additional questions, Mr. [redacted] remains available to assist you and can be reached at [redacted].
 
We appreciate you allowing us to reply to you.
 
Sincerely,
 [redacted]

Complaint: [redacted]I am rejecting this response because the 'thorough review was done in 1 day which I believe that the only information that was taken into account was the previous review that took 4 days. Several times during the conversation with Mr. [redacted] he kept stating that he was only there to answer the Revdex.com.  When I spoke with Mr. [redacted] the first time I knew what his decision was before the thorough review.   Not one USAA employee can tell me how the vehicle was put into storage except that it was done online.  As I stated to the prior review person, Torey had several accounts hacked from June to August, yet USAA made the comment "who would hack an insurance account to put a vehicle in storage."  We'll there is a possibility that it happened.  I believe this review has been cursory to only take responsibility away from USAA and it's very disappointing that after 32 years as a USAA customer it boils down to the almighty dollar dictating the response.  Regards,
[redacted]

May 26, 2015 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your September 13, 2014, automobile claim. We regret any frustration or inconvenience you experienced as a result of this matter.  Thank you for speaking with...

[redacted], of our staff, about the settlement offer for your automobile claim.  She confirmed you accepted the offer of $3,000.00 for general damages plus payment of your medical bills.  Should you have any additional questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you.   Sincerely, 
[redacted]

Please see our attached response.

January 19, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your September 26, 2012, automobile claim. We responded to your complaint on December 17, 2014.  While we recognize that you disagree, no new information has been presented that would warrant a change in our position.   As we previously stated, we will consider any supporting documentation you submit.  Should you have any questions, [redacted] remains available to assist you and may be reached at (210) 531-USAA (8722), Extension [redacted].   We appreciate the opportunity to review your concerns again.   Sincerely, [redacted]

January 22, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your March 29, 2014, automobile claim. We strive to provide quality service, and I regret any inconvenience you experienced. Thank you for speaking with [redacted], of our...

staff, who addressed your concerns. As she discussed, our records do not indicate that we received your request for reimbursement, and it is currently being reviewed. Should you have any additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to look into the matter and 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. I am still waiting on a call back from [redacted] to notify me on what needs to be done next. 
Regards,
[redacted]

April 30, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your July 31, 2014, automobile claim. Our employees are expected to be courteous and informative at all times and to handle claims efficiently, and I apologize for any frustration...

you experienced. Please know that coaching was provided to those involved based on the feedback you provided. Thank you for speaking with [redacted], of our staff, about your service concerns. I understand you recently spoke with our claims adjuster who offered an additional settlement payment which you accepted. Should you have any further questions, Ms. L[redacted] remains available to assist you and can be reached at [redacted]) or [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

January 29, 2015 [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 Company. We responded to your complaint on January 16, 2015. While we understand that you do not agree with our response, we feel confident that the correct decision has been made. No new information has been presented that would warrant a change in our position. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]