USAA

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; however I want you to understand that if you as a company would have shown Good Faith at the beginning, we would not be in this situation. I just want the truck fixed.
Regards,
[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]

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]

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]

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]

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]

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]

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]

May 18, 2015 [redacted], USA Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your March 28, 2015, automobile theft claim. We are required to investigate the losses that are reported to us, and as part of our investigation, we...

obtain statements in order to settle the claim for what we are legally liable. Please know that it is never our intent to offend our members, and I am sorry that you felt this way following your interaction with our investigator. Thank you for speaking with [redacted], of our staff, who has agreed to monitor your claim. Should you have further questions, Mr. [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]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

September 10, 2015 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding automatic payments for your automobile insurance policy.  We regret any frustration you experienced as we strive to provide quality service to our entire...

membership.   Thank you for speaking with [redacted], of our staff, who thoroughly reviewed the situation surrounding your August 2015 automatic payment.  I understand that Mr. [redacted] waived the $30.00 returned payment fee and that your automatic payment plan has been reestablished for future withdrawals.  Should have any further questions or concerns, Mr. [redacted] remains available to assist you.    We appreciate the opportunity to review this matter and respond to you.   Sincerely, [redacted]

April 1, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the email messages you have received from USAA. I regret any frustration you experienced, and I appreciate you speaking with me about this matter. As we discussed, we have updated...

our records so that marketing materials should not be sent to you. Thank you for the opportunity to reply. Sincerely, [redacted]

February 19, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding the correspondence you received for a USAA member. I am sorry for the continued difficulties in getting this matter resolved. Without knowing the details of what you received, it is difficult to research why you received the mailing. However, since items are prepared prior to the date they are mailed, it is possible that what you received was scheduled to be sent before the address was removed. I confirmed that your address has been removed from our system. We appreciate the opportunity to review your concerns again. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:Clearly the response demonstrates complete and total misunderstanding of at least one of the issues mentioned in my complaint.  If you actually read my complaint, which I can make a strong argument that it was not properly read, you would read that I wrote the following;"I recently found out that I have been overpaying for my insurance for the past 6 months because I hadn't notified them of a new address I am living at (even though they have been sending mail to my current address since I moved last July). When I changed the address on my Auto insurance policy, I found out I would be saving $700 due to the change. When I first called USAA I was told there was NO WAY I would be able to be reimbursed for overpaying for insurance for the past 6 months (I was paying a higher premium based on an address I that I used to live at, one that I haven't lived at in 6 months) and that I need to be more proactive in alerting them anytime something changes in my life."A serious issue lies here in that had I NEVER done both of the following; 1. Mentioned my address change and 2. Fought my way past incompetent low level employee who clearly has no idea of the scope of what does and does not constitute a refund, I would have been overpaying my auto insurance for God knows how long.  Thousands of dollars that USAA would have unrightfully held on to.Now, the statement in the most recent response I have received "Finally, we believe our members share an equal responsibility to manage their policies and to notify us when a change occurs." suggests that I do not believe that.  I know that I have SOME of the responsibility to update you on an address change. HOWEVER, why are low level employees telling me I am out of luck when it comes to trying to get back my own money that I have been overpaying.  Had I listened to the one employee I talked to first I never would've gotten my money back. Also, had that phone conversation been recorded, I would be 100% justified.  Instead, I'm blindly hoping that you believe a total strangers complaint.  In today's day and age I must ask, why? But that is another issue for another time.USAA should have a system in place that, perhaps every 4,5 or 6 months verifies the address of the policy holder has not changed.  Why do I believe this? Because sometimes something called LIFE happens and people forget to let their insurance company, who is one of the Least important institutions in our lives, know when we move.  God forbid we try to let them know a month later when we have been overpaying and try to get that money back. Long story short, I reject that answer because very little effort went into it.  USAA does not care that I was told by their employee that I would not get my money back.  Only until I asked to speak to someone higher up was I able to fight for my money. This case is solved, it does not nee to remain open, I just will forever be disappointed how USAA handled it
Regards,
[redacted]

June 27, 2017
Staff Sergeant [redacted], ARNG (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your second submission regarding the disputed actual cash value (ACV) associated with the May 1, 2017, automobile claim.
[redacted], of our staff, thoroughly reviewed your concerns. Our records indicate that a representative from the Claims Experience team spoke with you on June 21, 2017, and advised you that the ACV on your vehicle had not changed. During that conversation you were informed that the title was required to process the total loss payment. Upon receipt of a copy of the title, payment will be released accordingly. Subsequently, on June 23, 2017, you were advised that if you wanted to retain ownership of the vehicle you were required to surrender the title to the state. To date we have not received the title to the vehicle.
We appreciate the opportunity to address your concerns again. Should you have additional questions, Ms. [redacted] remains available to assist you, and she can be reached at ([redacted]) [redacted]-USAA ([redacted]) or ([redacted]) [redacted], Extension [redacted].
Sincerely,
[redacted]

May 14, 2015 Specialist [redacted] Complaint ID #: [redacted] Dear Specialist [redacted]: I am responding to your second submission regarding your December 2, 2014, automobile claim. We responded to your original complaint on April 21, 2015, and as we indicated in our response, the settlement offer for the value of your vehicle was appropriate. I understand that you accepted the settlement offer on April 29, 2015. We are currently waiting for the title of your vehicle to issue payment. [redacted], of our staff, was unsuccessful in her attempts to reach you. She remains available to assist you if you have additional questions. Specialist [redacted], we appreciate the opportunity to review your concerns again. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

June 28, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your insurance premiums.
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns. Nonetheless, he completed a thorough...

review of your account and confirmed that there have been multiple policy adjustments since 2016 affecting your premium. If you wish to discuss this matter, Mr. [redacted] remains available to assist you and can be reached at ([redacted]) [redacted]-[redacted] or ([redacted]) [redacted]-[redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 24, 2014
Ms. [redacted]
Complaint ID #:[redacted]
Dear Ms.[redacted]:
I am responding to your submission regarding the disputed transaction involving your checking account (ending in[redacted]) with the USAA Federal Savings Bank (FSB).
Our records indicate that on...

August 5, 2014, a transaction for $79.95 from avg8.com posted to your account. On August 15, 2014, you contacted the FSB and initiated a dispute for the charge, and the FSB issued your account a provisional credit. In addition, you were notified by email that the temporary credit would remain if the dispute was resolved in your favor; however, if the charge was determined to be valid, the credit would be removed. On September 10, 2014, the FSB received supporting documentation from the merchant validating the charge because the service was provided to you. As a result, the FSB removed the temporary credit. After a subsequent review of the documentation from the merchant, we are confident that the correct decision has been made. [redacted], of our FSB staff, was unable to reach you to discuss this matter. He remains available to assist you and may be reached at (800) 531-USAA (8722), Extension[redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]