USAA

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]

Complaint: [redacted]
I am rejecting this response because: I have submitted my concerns to the Department of Insurance. I asked for details why items were not replaced and those details were not provided for me. Even FEMA acknowledged that my plumbing should be replaced. It's criminal and someone (USAA) should take responsibility this terrible act.  I am also opening a new case with the the Department of Insurance stating I had content insurance and it was not added in May 2016. There was an investigation supposedly through USAA to find audio on this in may to no avail. No one has responded to me on this incident after I reported in in August. 
Regards,
[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]

October 28, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your escrow refund check from NationStar Mortgage (NSM).   Thank you for again speaking with [redacted], of our staff, who explained why the escrow refund check you received was for a different amount than you were told.  If you have any other questions, Mr. [redacted] remains available to assist you.   We appreciate the opportunity to research your concerns 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.
Regards,
[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]

December 17, 2014 [redacted] Complaint ID #:[redacted] Dear [redacted]: I am responding to your second submission regarding your automobile loan with the USAA Federal Savings Bank (FSB). I understand that [redacted], of our Bank staff, sent you an electronic copy of an After-Sale letter with the purchase sale date and an itemized breakdown of the sale. I hope you found that information helpful. If you have any further questions, [redacted] remains available to assist you and can be reached at (800) 531-USAA (8722), Extension[redacted]. We appreciate the opportunity to review your concerns again and to respond to you. Sincerely, [redacted]

December 27, 2016   Senior [redacted] Complaint ID #: [redacted]   Dear [redacted]:   I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank. I regret any frustration and inconvenience this has caused you, and we have...

taken steps to ensure other members do not have a similar experience.   Thank you for speaking with [redacted] of our staff, who confirmed that we received the check from [redacted] Services on December 14, 2016.  We did not report any late payments to the consumer reporting agencies, no late fees were assessed, and the loan was closed with a zero balance on December 19, 2016. If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,  
[redacted]

June 25, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile claim on March 5, 2015. Please know that our service providers are expected to be helpful and are held to high standards of service, and I apologize for the...

inconvenience you experienced. After a thorough investigation was conducted, it was determined the appraisal company offered to pay the rental car expenses from the time of the incorrect inspection until the correct inspection concluded from March 25 to March 30, 2015. Our records indicate you did not obtain a rental car until March 30, 2015; therefore, the appraisal company will only pay for one day of rental. Since rental reimbursement is not an applicable coverage you have on your policy, we are unable to reimburse you for additional rental car expenses. If you have any additional questions, [redacted], of our staff, remains available and can be reached at [redacted] We appreciate the opportunity to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
Still waiting to figure out what's going on, still stuck with a totaled car , and still treated like I'm in the wrong in some way.  That response was a joke, the last person that called me directly from USAA was named [redacted] and he laughed at the frustration this has caused me, and then brought up my whole family being charged with a crime which I reported to the person that called me in regard to me rejecting the last response. No update on if any action was taken against someone you employ treating a customer like that, and still no word on what's going on. Me and my family loved USAA before this and now wil all he taking our buieness elsewhere. You as a company are obviously not interested in making this situation right. 
[redacted]

January 31, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding the handling of your automobile claim.   Thank you for speaking with Brad [redacted], of our staff, about your concerns.  As he confirmed, a...

check for the repairs was sent to the [redacted] & [redacted] on January 12, 2017, and the rental car coverage was extended until January 19, 2017.   If you have additional questions on this matter, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 18, 2015 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile claim. We analyze each loss on its own merits and make decisions in accordance with the terms, conditions, and limitations of the policy. I understand that [redacted]...

[redacted], of our staff, spoke with you and explained the Colorado regulation which states that loss of use ends three days after mailing the total loss payment to the last known address of the claimant or three days after a reasonable settlement offer has been made. She confirmed that the offer was made on July 29, 2015, and that the loss of use was extended through August 3, 2015. Should you have any additional questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

March 26, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your January 12, 2015, automobile claim. We strive to provide quality service and fair claims handling, and I regret the frustration you...

experienced when attempting to dispute the offer made to you for your diminution of value (DIV) claim. Thank you for speaking with [redacted], of our Claims staff, who explained that after a thorough examination was conducted, it was determined that the DIV settlement offered is correct. We respectfully decline your request for additional compensation under your DIV claim. Mr. [redacted] remains available, and he may be reached at [redacted], or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

March 22, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding the February 2, 2014, homeowners claim. While we recognize that you disagree with our claim determination, we feel confident that the correct decision has been made. A letter has been sent to you addressing the information you outlined in your submission. With the absence of you providing an engineer report, we consider this matter closed. Thank you for the opportunity to review your situation again. Sincerely,
[redacted]

July 26, 2017
Sergeant First Class Steven R. [redacted], USAR
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your second submission regarding your homeowners claim.
We responded to your complaint on July 14, 2017. We are unable to discuss the claim with you directly as you are represented by an attorney. Please have your attorney contact USAA for further information regarding the claim.
Thank you for the opportunity to reply again.
Sincerely,
[redacted]

September 27, 2016 Petty Officer [redacted], USN (Ret.)Complaint ID #: [redacted] Dear Petty Officer [redacted]: I am responding to your second submission regarding your USAA Savings Bank secured American Express card. We responded to your complaint on September 15, 2016.  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.   We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

May 6, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the June 27, 2014, automobile accident and your automobile policy premium. I regret any frustration these matters caused you and your family as we strive to provide quality...

service to our entire membership. Thank you for speaking with [redacted], of our Claims staff, who verified that we paid the total invoice amount after receiving a copy of the Ohio Department of Transportation (DOT) collection notice on December 8, 2014. As you may know, Mr. [redacted] confirmed with the Ohio DOT collections department that there is an outstanding balance of $998.48 for miscel[redacted]ous charges. We are actively reviewing the subsequent invoice we received on April 23, 2015, and we will follow up with the Ohio DOT. I understand that [redacted], of our staff, contacted you to review the factors that attributed to the renewal automobile policy premium increase. It is important to note that you are not receiving a surcharge for the June 27, 2014, accident. Should you wish to discuss the policy further and review premium-savings options, Ms. [redacted] remains available. We appreciate the opportunity to review your concerns and respond to you. Sincerely, [redacted]

August 27, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile loan payment situation. We regret that we did not meet your service expectations as we make every effort to ensure our members’ accounts are serviced and...

maintained efficiently and accurately. A thorough review of your situation confirmed that on July 21, 2015, a $600.00 credit card payment was authorized by you and a notation was made on your account. When the USAA Federal Savings Bank (FSB) attempted to process the credit card payment that evening, the transaction was declined by the card issuer and the FSB did not receive the funds. Based on the loan account status and in accordance with the Notice of Right to Cure Default dated July 7, 2015, your vehicle was repossessed. I understand that your vehicle has since been retrieved and your account is up to date as of this response. [redacted], of our staff, was unsuccessful in speaking with you to discuss this matter; however, should you have any questions, he remains available 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: this company should not be allowed to advertise they are there for veterans when they clearly are not. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The response from USAA Federal Savings Bank did nothing to address any specific details of my Revdex.com complaint but their response did mention a simultaneous complaint that I had made with against USAA with the OCC.  This USAA response said only that USAA would address that simultaneous complaint through the OCC. This superficial USAA response (or lack thereof) only further demonstrates the smug attitude and customer contempt that USAA has for their depositors and may even be regarded as passive aggressive in light of USAA opting only to refer to an OCC complaint in their formal Revdex.com response. Furthermore, USAA suspiciously waited an entire week to respond to this Revdex.com complaint and seemingly only offered this impotent response after waiting the full length of their hold on my money before responding, thus, exerting their will through indifference. Again, I am warning everyone to stay away from this bank and I will be posting this warning on every review site I can find online. This 
Regards,
[redacted]