USAA

June 12, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile claim. Our records confirm that you filed an inquiry with the Florida Department of Insurance (DOI).  We responded to the DOI on May 15,...

2017.   Thank you for the opportunity to reply. Sincerely, [redacted]

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]

June 14, 2017
Staff Sergeant [redacted], ARNG (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding the disputed actual cash value (ACV) associated with the May 1, 2017, automobile claim.
Many factors are taken into consideration when...

determining the ACV of a vehicle, such as the mileage, the options, and the condition of the vehicle prior to a loss. [redacted], of our staff, has requested an additional review of your concerns and a re-evaluation of the vehicle. Once that information is received, Ms. [redacted] will contact you accordingly.
We appreciate you allowing us to research your situation and reply to you. In the meantime, should you have any further questions, Ms. [redacted] remains available to assist you. She can be reached at ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted].
Sincerely,
[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]

August 24, 2016 Chief [redacted]s, USNComplaint ID #: [redacted] Dear Chief Davis: I am responding to your submission regarding the interest rate on your boat loan with the USAA Federal Savings Bank (FSB). I understand that you spoke with [redacted], of our FSB...

staff, who confirmed your loan was originally approved with a rate of 5.45 percent APR. However, after the competitor offer rate adjustment of .95 percent was applied, the rate was reduced to the lowest advertised rate of 4.5 percent.  Additionally, the $30.00 UCC titling fee was assessed for the lien placement that was completed on your behalf; therefore, we respectfully decline your request to apply the amount toward your account.  The FSB acts in accordance with all banking regulations as well as our core values of service, loyalty, honesty and integrity.   If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you 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]

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]

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:USAA'S INSURED HIT ME, I DID NOT HIT HIM, HE WAS ALSO GIVEN THE VIOLATION BY THE POLICE DEPARTMENT
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]

September 9, 2016 [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the convenience checks tied to your USAA credit card account.   [redacted], of our staff, was unsuccessful in her attempts to contact you by...

telephone.  Nonetheless, a thorough review of this issue revealed that proper terms were provided with the pre-selected offer and available online at the inception of the account.  Our research found that you were accurately informed of the timeframe to utilize a convenience check to obtain the promotion.  If you have any other questions, Ms. [redacted] 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.

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]

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]

November 29, 2016
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the joint consumer loan which was established with you as co-applicant and your ex-spouse as the primary borrower. I regret any frustration you have experienced...

as we strive to provide quality service to our entire membership.

We conducted a thorough review of the electronic loan application process and our records indicate that the appropriate procedures were followed. Additionally, on the same day the loan was approved, we sent a Consumer Loan Co-Applicant Notification to your primary email address advising you that a loan was finalized with you as co-applicant. As such, you were asked to guarantee the debt and agree to pay the full amount on the debt if the borrower does not pay. On March 1, 2016, you paid off the outstanding balance on the loan. On November 17, 2016, our fraud team concluded there were no signs of fraud; hence, you remain responsible for the loan. Based on the documentation we have, we are confident that the appropriate resolution has been rendered; therefore, we respectfully decline your request for reimbursement.
Ms. Simpson, please know that our core values of service, loyalty, honesty, and integrity are at the center of everything we do and we strongly disagree with your allegations of impropriety. We appreciate the opportunity to review this matter and to respond to you.
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]

August 24, 2016
[redacted] Complaint ID #[redacted]
Ms. [redacted]
I am responding to your submission regarding the July 13, 2016, automobile claim.
Our records confirm that you filed an inquiry with the South Carolina Department of Insurance (DOI). We responded to the DOI on...

August 10, 2016.
Thank you for the opportunity to reply.
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]

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]

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]

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]