USAA

February 22, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your Florida auto insurance coverage.
Unfortunately, [redacted], of our staff, was unable to reach you by telephone to discuss your concerns. Nonetheless, he...

thoroughly reviewed your account and confirmed our records show you declined towing and labor coverage upon insuring your vehicles; therefore, we will not reimburse the charge you’ve incurred.
If you have additional questions on this matter, please do not hesitate to reach out to Mr. [redacted].
We appreciate you allowing us to reply to you.
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]

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]

June 15, 2015 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your automobile claim. We responded to your complaint on May 28, 2015.  Since an inquiry was filed with the Texas Department of Insurance (DOI) regarding this matter, we will respond to the Texas DOI accordingly.   Thank you for the opportunity to reply. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I was informed by phone call from USAA that they reviewed my Revdex.com complaint and could not change their minds. I had no choice but to escalate my  complaint. Furthermore, A customer should not have to fight for the use of the product they bought and paid for...
Regards,
[redacted]

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

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]

May 18, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your renters insurance policy and your request to open a checking account.  I regret any frustration this situation may have...

caused.
 
Thank you for speaking with [redacted], of our staff, who mailed you a copy of your current renters policy contract and statement and confirmed all future policy packets and statements will be mailed to you.  [redacted] and [redacted], of our staff, were unsuccessful in their attempts to reach you by telephone to address your concerns with the website login and checking account request.  A clear and legible copy of your driver’s license or other photo ID is required to allow online access or establishment of a checking account.  The ID can be emailed to [redacted].  If you have additional questions, Mr. [redacted], Ms. [redacted], and Ms. [redacted] remain available to assist you.
 
We appreciate you allowing us to research the matter and reply to you. 
 
Sincerely,
 
[redacted]

September 9, 2016
Mrs. [redacted]
Complaint ID #: 11685034
Dear Mrs. [redacted]:
I am responding to your submission regarding your joint consumer loan with the USAA Federal Savings Bank (FSB). Our employees are expected to be professional and courteous at all times, and I regret...

this was not your experience.
Thank you for speaking with [redacted], of our staff, who discussed the outcome of our review. As she confirmed, as a joint party to the loan, you remain responsible for the deficient balance. Therefore, in accordance with the Fair Credit Reporting Act, the FSB is unable to remove any adverse information reported to the consumer reporting agencies. If you have additional questions, Ms. [redacted] remains available to assist you.
Mrs. [redacted], it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we do.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

October 23, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your USAA credit card. We apologize for any frustration this matter may have caused you as we strive to provide quality service. Thank you for speaking with Kristofer...

Rodriguez, of our staff, who addressed your concerns. I understand that Mr. Rodriguez advised you of the notifications we provided by telephone and mail about your account status and that we will be unable to remove the reporting of this account from your credit report. If you have any additional questions, Mr. Rodríguez 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.

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]

July 28, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your concern with the retention of your personal information. We regret any frustration this matter may have caused you.

According to the USA PATRIOT Act, “All financial...

institutions are required by law, to obtain, verify, and record information that identifies each customer who opens an account with that financial institution and in certain other circumstances.” Although you did not open an account with us, we must remain compliant in retaining your information; therefore, we are unable to honor your request to delete your information.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

January 19, 2017   Master Chief Petty Officer [redacted], USN (Ret.) Complaint ID #: [redacted]   Dear Master Chief [redacted]:   I am responding to your submission regarding the profile created and the credit card application submitted in your name at USAA.    Our records indicate one credit card application was received in your name on December 1, 2012, referred for review, and declined due to fraud.  No card was issued.  On December 6, 2012, restrictions were placed on your profile to prevent any potential loss to you and USAA.    Thank you for speaking with Adrian Gonzalez, of our staff, who confirmed your application was declined at the outset and discussed the documentation you provided.  As you requested, the restrictions on your profile will remain.  We regret any frustration this [redacted]er has caused you.  Please know we are addressing this issue to prevent any future recurrence.   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.  Other bank products are issued and serviced by USAA Federal Savings Bank.

June 16, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your April 21, 2017, theft claim.     I understand that [redacted] and [redacted], of our staff, were unable to reach you to address your...

concerns.  Should you wish to discuss this matter, please contact Ms. [redacted] or Ms. [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

October 17, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the automobile claim. Thank you for speaking with [redacted], of our staff, who discussed your concerns.  I am sorry to hear about the...

frustration you recently experienced as we strive to provide quality claims service. Our employees are expected to be courteous and informative and to handle claims in a timely manner.  Coaching has been provided to those involved to ensure others do not have a similar experience.  Our records indicate a liability determination has been reached, and payment has been issued for your vehicle repairs.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

January 6, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]   I am responding to your submission regarding your recent automobile claim.   Angelica Leos, of our staff, was unsuccessful in her attempts to contact you; however, our records indicate that we...

have accepted liability for the accident and that payment was sent to you on December 22, 2016.    I regret any frustration this matter may have caused as we strive to provide quality service.  Our employees are expected to be courteous and informative and to handle claims in a timely manner.  Coaching has been provided to those involved to ensure others do not have a similar experience.  Your feedback is appreciated as we are continually seeking ways to improve the way we do business.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

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]

October 30, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding your automobile insurance policy and a deposit hold.  Our employees are expected to be helpful and responsive to our members’ concerns, and I regret that this was...

not your experience.Thank you for speaking with [redacted], of our property and casualty insurance staff, who addressed your billing concerns and clarified the reason for the outstanding balance on your automobile policy.With regard to the hold on your deposit, the hold was placed in line with the USAA Federal Savings Bank’s (FSB) Depository Agreement and Disclosures (DAD), which is provided to account holders and is available on usaa.com.  For remote deposit services, including 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 FSB staff, was unable to reach you to discuss your concerns about your deposit account, and she mailed the April and May 2014 bank statements to you.  Should you have any further questions regarding your automobile policy or your deposit account, Mr. [redacted] and Ms. [redacted] remain available to assist you and can be reached at [redacted]Thank you for 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]