USAA

October 31, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile claim.  We regret the frustration you recently experienced as we strive to provide quality claims service.  We are responsible for...

analyzing and investigating each loss on its own merits and for making decisions in accordance with the terms, conditions, and limitations of the policy.  This process can take time based on differing factors.  Our records indicate a liability determination has been reached, and a total loss payment will be issued once a settlement agreement is reached.   Our employees are expected to respond to correspondence in a timely manner, and coaching has been provided to ensure others do not have a similar experience.  Please know that we conduct business in keeping with USAA’s core values of service, loyalty, honesty, and integrity, and we respectfully reject your allegations that our goal is not to pay out on claims. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]  Dear Revdex.com (9/19/2016)This complains is not resolve yet.This complaint is about the way USAA conducted business in my case.On August 16, 2012, I suffer injuries in a car accident by a USAA customer. The car repairs were addressed very quick and satisfactory.The handling medical injury portion was a different story.In August after the accident, the USAA agent call me, and we had a conversation, the representative mentions that I had four years from the day of the accident to resolve the accident claim, but we can resolve right away.  A letter was received that summaries basically the conversation.  Second page included the statement “According to Florida statute of limitations, you must file and settle bodily injury claims within 4 years from the date of the accident.”On February 2013, the USAA call to find how I was doing.  I requested that a copy of the previous letter that was sent to me, because at the time I believe that the original letter may have been misplaced.After that timeframe USAA went silence.  In summer 2013 my back still having pain, by December 2013 for the first time I was able to start a project and complete the task, with minor discomfort.December 2015 I found my record book, and found some notes from the accident, telephone numbers, and claim numbers of both insurances (my insurance, USAA property damage department, and USAA injury department).I am a very busy professional, with a full agenda most of the time.  But in spring 2016, I called at USAA ext [redacted] and left voice mail in several occasions.  One day at home, I decided to call the USAA 1-800 number, and I was able to speak with a USAA representative, just to find out that USAA have close the case and it will take up to 24 hours to open the case again.  USAA closed the case without notifying me about their action.Sometime later the department manager calls me, and notifies me that she was going to assign me a representative to my case.    The USAA representative calls me and we discuss the case, and she requested my medical records.  I visit the doctors who assisted me and obtained the records and mail them to USAA.  After checking my notes, I realize the assigned agent was the same that I had at the beginning of the case. Medical documentation was mailed by the 20 June 2016.  At the end of June the USAA agent left a voice-mail in my telephone, notifying me of that she have estimated my expenses were around a $1,000.00, and USAA will pay that amount in exchange of a release of liability.  Their offer was unacceptable.  The USAA agent and I spoke again at the beginning of July 2016.  The options were take the offer, or USAA will close case.Early August I e-mail Revdex.com, a started the complaint process.  After that USAA made another offer that was also unacceptable.  Somebody from USAA calls my cell-phone but do not leave any voice-mail.  In my workplace cell-phones are not welcome in meetings and we have to set our personal phones in silent or vibration mode, and many times I forget to turn back the ringer on.  My personal e-mail basically gets read on the weekend.Communication goes both ways, if somebody want to contact me, they can call and leave me a voice-mail and I will return a call ASAP.  USAA agents have call before, and I have call back.  If USAA agent call me, and do not leave a voice-mail, I do not have a way to know who call me.  USAA emails are one way e-mail I have receive then, but I cannot reply.At this moment the dates of August 16, 2016 have past, and my position still the same.USAA is holding payment back, because I refuse to sign a release of liability.  USAA is not compensating me for pain and suffering, and they are only offering back the monies I spent or benefit I lost.  This accident cause by their customer family relative have broad me pain and suffering, and monetary loses that USAA shall pay. What is strange, two persons in my work place highly recommended USAA for my insurance needs and were considering giving them a call, before the accident.At this time I am working in project deadlines and will be very busy until 30 of September 2016.  If somebody wants to get in contact with me, please call and leave a voice-mail, I will return a call ASAP.  My personal e-mail I may be read it over the weekends during this period of time.Thanks[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 [redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

February 24, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank. Our employees are expected to be knowledgeable and to provide accurate information. I apologize that this was not...

your experience and I can assure you that USAA does not engage in deceptive practices. Coaching has been provided to those involved to ensure other members do not have a similar experience. Thank you for speaking with [redacted], of our staff, who confirmed that your interest rate has been adjusted to 3.99% to reflect your use of the USAA Car Buying Service. Should you have any further concerns, [redacted] remains available and she can be reached at [redacted] or ###-###-####, Extension[redacted]. We appreciate the opportunity to review your concerns and to reply to you. Sincerely, [redacted]

December 11, 2015Ms. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your second submission regarding your automobile insurance premium.We responded to your complaint on November 19, 2015.  Our records indicate that USAA recovered settlement of the damages from the adverse insurance carrier on September 3, 2015.  However, as indicated in our response, this would not reinstate the Premier Driver Discount.  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 response.  It is important to know that we adhere to all applicable regulations and act in accordance with our core values of service, loyalty, honesty, and integrity, and we disagree with your allegations of wrongdoing.  We appreciate the opportunity to review your concerns again; however, we consider this matter closed.   Sincerely,
[redacted]

April 29, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your April 4, 2015, automobile claim. We strive to provide quality service and fair claims handling, and I regret the frustration you experienced when attempting to settle your claim....

Thank you for speaking with [redacted], of our Claims staff, who addressed your concerns and explained that the damage to your vehicle did not meet the threshold in Washington, D.C. to require a salvage title. Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity. We respectfully decline your request for additional compensation under your Diminution of Value claim. Mr. [redacted] remains available, and he may be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

September 27, 2017
Mrs. [redacted] Complaint ID #: [redacted]
 
Dear Mrs. [redacted]:
I am responding to your third submission regarding your July 4, 2017, automobile claim.
At this time, we have received the additional bills and records for your claim. We are in process of evaluating the information, and we will contact you with an outcome upon completion of our review.
If you have additional questions, Ms. [redacted] or your adjuster remains available to assist you.
We appreciate you allowing us to reply.
Sincerely,
[redacted]

[redacted]
I am responding to your submission regarding the activity on your checking account with the USAA Federal Savings Bank (FSB).
[redacted], of our FSB staff, was unsuccessful in his attempts to...

reach you by telephone and online message to discuss your concerns.  Nonetheless, Mr. [redacted] completed a thorough review of the activity in question.  Our records indicate that the debit card linked to your checking account ending in [redacted] was preauthorized in the amount of $224.13 on March 24, 2016.  On March 29, 2016, the $224.13 transaction posted to your checking account. The next day, a funds transfer in the amount of $239.33 from your checking account ending in [redacted] to your other USAA checking account posted to your account.  Since sufficient funds were not available for the transfer, an overdraft fee was assessed; however, the fee has since been refunded as a courtesy.  Your account currently reflects a positive balance.
We appreciate you allowing us to review the matter and to reply to you.  Should you have any further questions, Mr. [redacted] remains available, and he can be reached at [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:After sending photographic evidence of my truck not having prior damage and still speaking with USAA about my truck, they still refuse to admit that they just don't want to 
pay for the damages. A team of so called "experts" say that because this damage has been seen on a model truck like this before, they refuse to pay for restoring the vehicle to it's original condition before the accident.  I am satisfied that they submitted the payment for the rental car 3 months past it's due. However I am unsatisfied with the fact that it had to be escalated to such a high level before it was taken care of as it should have been in the beginning.  In conclusion I just want anyone to know that reads this review that they are no different than your average business and will do anything to save a buck.  I was wronged and had to pay for my some of my truck repairs on my own.  I hope this review makes you take a second thought before giving them your business.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:USAA'S INSURED HIT ME, I DID NOT HIT HIM, HE WAS ALSO GIVEN THE VIOLATION BY THE POLICE DEPARTMENT
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA changed my policy from full coverage to LIABILITY insurance without my permission and with out informing me of the.. I did not recieve any PHONE calls any emails or any letters in the mail stating a change
... they say they sent a letter but I never once recieved a letter.. A SIMPLE phone call would have reached me and my number is on file with USAA... now we are stuck with a piece of metal in my driveway that usaa is not paying to fix and I had full coverage on the vehicle. And I never changed it and it renewals automatically every 6 months so it should of automatically renewed to full coverage that was on it when I bought the vehicle WITH A LOAN through USAA... and the loan department let's them change the insurance like this... without having my approval... I am very unhappy with usaa they scammed me and I AM MAKING sure EVERYONE MILITARY I CAME ACROSS knows how usaa is summers and change policy's without my approval.. I want this fixed.. and I want USAA to pay my loan off and I will be satisfied with the issue.... if not I will ensure that USAA ends up LOSING ALOT more money in the LONG Run with my INFORMATION I pass on to every other military service member... I owe $8000 on the vehicle they can either pay that off and I'll be happy with usaa because that is the correct honest thing for usaa to do... or else they will lose several thousands of dollars from future customers.... 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I cannot fully agree that we are being treated fairly yet. The information that USAA provides regarding delays in processing contradicts information the shop is giving us. Considering the difficulties we've had with USAA over this claim,  it's difficult to believe USAA. We won't accept that this matter has been closed until the claims process is over and we can fully determine if we've been treated fairly. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:You have dodged the issue of my complaint, the damages exceeded the deductible by over 1000 dollars, nobody from USAA assisted in a estimate or even came to look at the damages, YOU GUYS DID ABSOLUTELY NOTHING< Apparently you do not have all the facts.   THe damage total is actually 1856 my deductible is 1000. again you took payment every month and than refused any service.
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. I never received a message from [redacted] to confirm this decision. I would like contact from USAA to confirm this decision.Regards, [redacted]

April 10, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your mortgage experience with USAA Federal Savings Bank (FSB). We regret the frustration and inconvenience you experienced during your loan process as we strive to provide quality...

service to our entire membership. Coaching has been provided to those involved to ensure other members do not have a similar experience. [redacted], of our staff, was unsuccessful in reaching you after your initial conversation on March 27, 2015; however, she confirmed that the FSB agreed to waive the lock extension fee as a courtesy. If you have additional questions or concerns, [redacted] remains available to assist you, and she may be reached at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

February 21, 2017 Senior [redacted], USAFComplaint ID #: [redacted] Dear Airman [redacted]: I am responding to your submission regarding your recent customer service experience.  I regret any frustration you experienced as we strive to provide quality service to our...

entire membership, and feedback about your situation has been shared with the appropriate areas. Thank you for speaking with [redacted], of our staff, about your concerns.  As she explained, protecting the security of our members’ accounts is our top priority.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

December 21, 2016
[redacted] Complaint ID #[redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your bank accounts with USAA Federal Savings Bank (FSB), life insurance policy, and automobile claim. We regret any frustration this matter may have caused you as we...

strive to provide quality service.
In keeping with the company’s core values and our commitment to the membership as a whole, the USAA FSB has adopted a policy that affects members who do not meet certain obligations with us. To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has caused USAA to suffer a financial loss. After you spoke with [redacted], of our staff, it was determined that you would remain liable for all the transactions included in your fraud claim. As such, the Bank has exercised its right to discontinue business with you, effective January 17, 2017. You were advised of our actions via written communication on December 8, 2016.
Regarding your life insurance application, our records show that your application was reviewed by our life underwriting department and we discussed the outcome of that review with you on December 1, 2016. A detailed letter of declination was also mailed to your address of record on the same day.
Thank you for speaking with [redacted], of our P&C staff, about your claim. After further review of your claim, we have agreed to retroactively add the Car Replacement Assistance to your automobile policy as a courtesy. However, you will be responsible for the difference in premium owed for adding this coverage. Ms. [redacted] has been unsuccessful in her attempts to discuss this with you, but she remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

August 18, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding the July 23, 2015, homeowners claim. I am sorry to hear about the frustration and inconvenience you and your family experienced as...

we strive to provide quality service and fair claims handling. We appreciate [redacted] speaking with [redacted], of our staff, and advising him that any claim concerns have been resolved. I understand that during the conversation, Mr. [redacted] confirmed that the hotel stay was extended and that the deductible was applied to the water mitigation services. Should you have any further questions, Mr. [redacted] remains available to assist you and can be reached at [redacted] Thank you for the opportunity to review this matter and respond to you. Sincerely, [redacted]

January 7, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your automobile claim. I regret any frustration you experienced as we strive to provide quality service and fair claims handling to our entire membership....

It is important to note that we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy and that USAA conducts business in keeping with our core values of service, loyalty, honesty, and integrity. The feedback you shared has been referred to the appropriate parties. Thank you for speaking with [redacted], of our staff, who verified that the personal property coverage, up to the automobile policy limit, has been provided. I understand that you have decided not to pursue a homeowners claim at this time. Should you have any further questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to review your concerns and respond to you. Sincerely, [redacted]

August 10, 2016
 
Ms. [redacted]
Complaint ID #: [redacted]
 
Dear Ms. [redacted]
 
I am responding to your submission regarding the
cancellation of your Kansas automobile policy with USAA.  We regret any frustration you have
experienced as we strive...

to provide quality service to our entire
membership. 
 
Thank you for speaking with [redacted], who
advised you that your automobile policy
would be reissued with an effective of August 3,
2016.  I understand that due to certain
life
events occurring during the time of payment lapse, Ms.
[redacted] was able to void your
cancelation for non-payment.
 
I hope that your conversation with Ms. [redacted]
reassured you that your satisfaction is important to us.  If you have additional questions, Ms.
[redacted] remains available to assist you. 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]