USAA

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]

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]

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]

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]

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 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]

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]

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]

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]

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]

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]

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 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]

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]

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]

Complaint: [redacted]
I am rejecting this response because: vague. If they don't help, then the issue isn't resolved, and I don't want people thinking they resolve their issues when they don't. If they do fix this issue, then ok, they finally figured how to actually care about their customers, which so far hasn't happened. So as far as I'm concerned here, Revdex.com complaint is NOT resolved
Regards,
[redacted]