USAA

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]

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 appreciate USAA taking this matter seriously. I regret the first few people I talked to at their call center didn't have all the information I received after filing the complaint.I understand the issue better and know how to prevent any further issues.Thank you USAA for taking a lot of extra time in helping me with the problem. 
Regards,
[redacted]

January 7, 2016 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding the deductible associated with the December 12, 2015, automobile claim. We replied to your complaint on December 22, 2015, and as we advised you previously, a $100.00 deductible applies to the claim. We respectfully decline your request to waive the deductible for the loss. Regarding additional damage to the vehicle after the loss, according to the Tennessee Auto Policy under Part E, General Provisions, Duties After an Accident or Loss, D., “A person seeking coverage under Part D – Physical Damage Coverage must also: 1. Take reasonable steps after loss to protect your covered auto and its equipment from further loss. We will pay reasonable expenses incurred to do this.” Furthermore, 3. states, “Permit us to inspect and appraise the damaged property before its repair or disposal.” A review of our records confirms that our conversations with you from December 18, 2015, the date you allege electrical damage occurred to the vehicle since the glass was not repaired, and January 4, 2016, did not allow us the opportunity to discuss the additional damages with you. Please contact [redacted], of our staff, at [redacted] to discuss this further. While we consider the deductible matter resolved, we appreciate the opportunity to review your concerns again. Ms. [redacted] awaits your call to assist you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: There are material inaccuracies in the letter I received from USAA and the Total Loss Claim from USAA that affect the value of the vehicle that has been totaled by the driver who was/is insured by USAA.  The settlement offered by USAA does not adequately compensate me for the loss of the vehicle.  Nor does it address the fact that it has been over 125 days since the accident and I have been unable to use the vehicle, or replace it, because USAA has failed to resolve this issue.
Regards,
[redacted]

August 28, 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 August 18, 2015. While we recognize that you disagree, we feel confident that the correct decision has been made. No new information has been presented that would warrant a change in our position; therefore, we respectfully decline your request for compensation. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

December 2, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding a deposit hold on your account.  I regret any inconvenience or frustration this caused.   Thank you for speaking with [redacted], of our...

staff, who reviewed your concerns.  As she confirmed, you received the notification that a hold would be placed on your deposit prior to completing your mobile deposit transaction.  While our records indicate this information was reiterated by one of our representatives on November 23, 2016, your allegations of a call to us on November 18, 2016, after the deposit was made are unfounded.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: it doesn't resolve the issue at hand.
Regards,
[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:
Dear Revdex.com (10/07/2016)This complains is not resolve yet.Again this complaint is about the way USAA conducted business in my case.Synopsis:On August 16, 2012, I suffer injuries in a car accident cause by a USAA customer.  Attached are photos of the USAA customer’s car. Early September 2016, I provided USAA with an authorization for the disclosure on medical information.   On February 2013, USAA call me to find how I was doing.  After that USAA went silence, and close the case.In spring/summer 2016 timeframe, I have to ask that the case to be re-open and I have to provide the medical information to USAA.USAA agent checks the documentation and determined that my expenses were in the neighborhood of $1,000, I estimated a little bit less.This accident has cause me pain and suffering, go to medical treatment, personal economical and benefit loses, and let’s add frustration in dealing with USAA insurance.I shall never been out of pocket for any money or benefits, when the accident was caused by another party.  In this case the USAAA customer.My insurance covered most of the bills.  The other portions shall been USAA, and not by me.I provided a short explanation in tabular form to USAA about all expenses.  Up to date I have been trying to recuperate my out of pocket expenses and benefit loses.USAA is being holding hostage payment of those out of pocket expenses and benefit loses, because I refuse to sign a release of liability.   USAA is not providing any compensation for pain and suffering.  Up to date USAA have not paid any monies in relation to the injury portion.  The only thing USAA paid was for the repair of the car.We should have the need to go back and forward, for me to collect my out of pocket expenses and benefit loses.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.
Regards,
[redacted]

August 2, 2016   Ms. [redacted]. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your client’s December 28, 2016, automobile claim.   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 a second check was mailed to your office via FedEx, but was returned as undeliverable to USAA. Please contact Ms. [redacted] at [redacted], at your convenience so that we may resolve this issue.   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]

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]

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]

August 3, 2016
Grady [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding a consumer loan issue.
Thank you for speaking with [redacted], of our staff, concerning this matter. Per your request, a written response dated August 2, 2016, was...

mailed to you under separate cover. We trust that letter appropriately addresses your concerns; however, if you have any questions, please feel free to contact Mr. [redacted].
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]

Complaint: [redacted]
I am rejecting this response because:I contacted [redacted] and left a message over a week ago regarding my claim and have yet to hear a response. The supplemental check that was issued was not a supplemental check, but was instead the overages that were allocated into the 1st claim. As I explained to [redacted] and our claims adjuster that the bids we received were MONTHS ago. When I began the process with USAA I asked specifically if we should submit all of our bids or just the bid that we were going to use. I was told ONLY the bid you will be using to complete the work. Now, MONTHS after we have already hired a contractor and he has begun work it is not feasible to obtain bids that I no longer have. I would not keep bids for contractors that I would not be hiring, most reasonable people would not. The paperwork involved in home repairs and construction is astronomical as it is, why would I keep bids from OCTOBER for contractors that I do not plan on using? The only conceivable way to obtain these quotes requested would be to recontact the contractors that performed the bids. I am not about to ask contractors that I am not paying, nor intending to use, to resubmit a bid to me for a job. This would be a waste of their time and resources and quite frankly, a waste of my time as realistically I would be LAUGHED at from the request. This information was offered to USAA in OCTOBER. They DID NOT WANT IT. Now that they want it, I am expected to drop everything to obtain it. This is not acceptable. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:To whom it may concernI originally submitted a complaint regarding USAAs refusal to pay for their client hitting my car. USAA responded via Revdex.com stating they would infact pay, however 3 months later they are still refusing to pay fair value.I resubmitted a complaint and it was immediately closed by Sherri Brauer who stated, in the message, that I may respond. There was no mechanism to respond.  Please re-open either or both complaints as USAA still continues to refuse payment. Thank you. 
Regards,
[redacted]

February 22, 2016
[redacted] 
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding an IRS form you received for your charged-off loan with the USAA Federal Savings Bank.
Thank you for speaking with [redacted]...

[redacted], of our staff, who explained that the IRS form 1099-C you received was mailed to you appropriately and that it was issued to the primary and secondary accountholder.  As Ms. [redacted] explained, we will continue to report the account for seven years from the first date of delinquency which was in January 2011.  Any questions you may have on how to file the IRS form should be directed to a tax advisor.  If you have further concerns regarding your loan, Ms. [redacted] remains available to assist you.    
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]