USAA

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]

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 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]

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]

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]

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.

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]

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]

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]

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 8, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your rebuttal submission regarding your homeowners hail damage claim. Our records indicate that USAA responded to the Colorado Department of Regulatory Agencies Division of Insurance on December 29, 2014. Thank you. Sincerely, [redacted]

We understand that the check was to be issued on the17th but on the 19th we still have not recieved the check. I was impressed that USAA called to talk to me about the complaint and said she would call me back by Friday 19th to resolve the car rental issue. I have not yet received the return call yet. It may be too early to give any feedback right now. The reason we accepted to settlement as we decided not to use their valuation estimate but take the money for the repair estimate (which was much  lower than other auto shops we went too) and keep the car. We just wanted to get it over with and didn't  want to deal with them any more. I am still not clear about the policy about car rental but when we contacted the car rental on 12th about returning the car. We were told that we need to return the car by noon not the closing business day. I had to keep the car (still at work) and I could not return the car on Saturday as I had to leave the house very early to take my kid to another town for a full day competition. I am still have a rental car but a smaller one to keep my cost down. It's just my bad luck that I had the accident that comletely not my fault. I just want honesty and being fair.      
Regards,
[redacted]

Sergeant [redacted] USAR
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your rebuttal submission regarding the total loss of your vehicle.
A subsequent review of your claim was conducted, and we ascertain that we have considered all of the equipment you installed on your vehicle to determine its actual cash value. Therefore, we disagree with your allegations of wrongdoing. Since we have reached an impasse regarding the settlement of your claim, on July 27, 2017, you were sent an email explaining the appraisal clause as a means to resolve your loss. Please contact your adjuster and advise how you would like to proceed.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the USAA in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. The business has refused to remove my PII data and close my online account. The only thing they agreed to do is remove my email address and lock the online account. Unfortunately, this does little to protect my PII data from a breach as many exploits occur at the sysadmin or DBA level. The USAA rep stated that all of my most sensitive PII data [ie SSN, DOB, etc] would remain on their information systems indefinitely, despite my assertion that I had no intention of ever using their services. I informed USAA that I intend to hold them liable for any misuse or loss of this data at any point in the future. Their representative said he "understands", but showed no intention to avert this liability by removing the data. 
Thank you [Revdex.com] for attempting to resolve this issue, but it appears the USAA is unwilling to properly address this matter or further examine their shady data collection practices. For now, please leave the resolution status as "unsatisfactory". Regards,
[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]

December 31, 2015
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your third submission regarding the October 30, 2015, automobile claim.
I understand you spoke with [redacted] who provided you with the current status of the claim and set expectations of what further actions need to be taken to resolve the claim.  He will continue to monitor the claim, and he remains available to assist you.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:USAA took too long to process my loan, causing my contract to expire, which caused me to loose my earnest money. Had USAA notified me, in a timely matter, that my loan was denied, I would have been able to recoop my $500 via the written contract. The fact that USAA neglected my repeated phone calls, messages, and emails resulted in my contract to expire and the lost of my money. 
Regards,
[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]

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]

January 8, 2016
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your renters insurance policy claim.  We regret any frustration this matter may have caused you as we strive to provide quality...

service. 
I understand you spoke with [redacted], of our staff, who advised that our investigation determined you did not have the Personal Computer Endorsement coverage on your policy when you reported the claim.  We respectfully decline your request to repair or replace your laptop. 
[redacted], we appreciate the opportunity to review our actions and to find ways to improve the way we do business.  Thank you for allowing us to reply to you. 
Sincerely,
[redacted]