USAA

January 15, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding the acquisition of new products with USAA [redacted] , of our staff, was unable to reach you to discuss your concerns, and I hope you find the following information helpfulOur records indicate that your USAA Visa® account was charged off in due to nonpayment and that we later restricted your ability to acquire new products and services due to the outstanding uncollected chargesTo the extent allowed by law, our business policy prohibits doing business with a member who has caused USAA to suffer a financial lossOnce we were notified that you filed bankruptcy in and included the outstanding charged-off credit card balance, we updated your account accordingly to reflect the bankruptcyAs you noted, the USAA account restriction lasts for seven yearsWe appreciate that a portion of the outstanding balance may be paid under your bankruptcy; however, this does not change our policyPlease know that USAA acts in accordance with banking regulations as well as with our core values of service, loyalty, honesty, and integrityThank you for allowing us to reply to youIf you have additional questions, please contact [redacted] at (210) USAA (8722) or (800) 531-8722, Extension ***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: Good morming, I rejected the complaint because we are still trying to settle the claimI make an offer and [redacted] declines itI think that is unfair to me I completed a form for depreciation of my vehicle and aI believe I should be reimbursed for the amount paid by my insurance in addition to pain and suffering 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] ***

April 30, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your July 31, 2014, automobile claim. Our employees are expected to be courteous and informative at all times and to handle claims efficiently, and I apologize for any frustration... you experienced. Please know that coaching was provided to those involved based on the feedback you provided. Thank you for speaking with [redacted] ***, of our staff, about your service concerns. I understand you recently spoke with our claims adjuster who offered an additional settlement payment which you accepted. Should you have any further questions, Ms. L [redacted] remains available to assist you and can be reached at [redacted] ***) or [redacted] ***. Thank you for allowing us to reply to you. Sincerely, [redacted]

February 4, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your second submission regarding your December 16, 2014, automobile glass claim. Thank you for speaking with [redacted] , of our Claims staff, who explained that USAA approved an original equipment manufacturer (OEM) windshield for your 2014 Toyota Camry. Please note we have no record of denying any request for an OEM windshield for your vehicle. She also confirmed that the OEM windshield has been delivered and that your shop of choice will contact you to schedule the replacement. [redacted] , should you have further questions or concerns, [redacted] remains available to assist you. We appreciate another opportunity to reply to you. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: someone should be held accountable for thisThere was no proof that I made the change, then I believe my request should be honoredI am and have been a loyal member with USAA for years now and deserve better treatmentThis has been a horrible experience Regards, [redacted] ***

March 25, *** *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your February 23, 2015, automobile claimWe regret any frustration that has been caused by our handling of the matter, and we appreciate the opportunity to further address
your concernsI understand that you have been in contact with *** *** and *** ***, of our staff, regarding your request for a second inspection of your vehicle*** *** has indicated that the inspection will take place on March 25, Should you have any further questions, both *** *** and *** *** remain available via the Claims Communication CenterThank you for allowing us to reply to youSincerely, *** ***

January 15, Captain *** *** ***, USN Complaint ID #: *** Dear Captain ***: I am responding to your second submission regarding your homeowners insurance policy and your October 1, 2014, homeowners claimWe responded to your complaint on January 2, I understand a member of our Claims staff spoke with you on January 13, 2014, about this matterWhile we recognize that you continue to disagree, our position remains unchanged, and we consider this matter closedThank you for allowing us to review your concerns againSincerely, *** ***

Complaint: ***
I am rejecting this response because: Laughable. You cannot put on a response that you adhere to "loyalty, service, honesty, and integrity" when you blatantly lied to me about my settlement! Amazing! Integrity is doing what you say you are going to do. You said you were going to pay me $17K, yet only paid $14K. LIE. I am in the process of canceling my accounts, ALL of my accounts and insurances (Home, auto, etc.) through USAA.I have been a loyal customer for well over years! Because of your lack of integrity and blatant lies, you are losing my business (and everybody else's that I speak to
about how your company has screwed me over). So for a measly (from your company's standpoint, but big bucks on my end) $3K, You will be losing my $2K/year that I spend for your business plus all the potential earnings from my friends/family. I was in the AF for 20+ years and have an extensive network of contacts. I will make sure everyone I can knows of how you "treat" Veterans and their families.I will be posting my story to Facebook, RallyPoint, Military.com, AFSA.com, NRA, and every other Social Media outlet I can think of. This lack of integrity on your part will cost you a lot more than the $3K you should have paid, because you said you were going to pay it.Integrity is a VERY BIG ISSUE with military memberslays the foundation of TRUST. Your company has no integrity and should remove that propaganda from your commercials and website
Regards,
*** ***

November 20,
*** *** *** *** Complaint ID #:***
Dear *** ***:
I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank (FSB)
As we explained in our February 24, 2014, response to your previous submission to the RevDex.com, your loan was under bankruptcy protection and the FSB is prohibited from attempting to contact you to discuss the loanBecause the last payment was received on July 30, 2014, the loan was charged off on September 30, 2014, in accordance with our policiesSubsequently, the FSB initiated a request to recover the vehicle
I understand you spoke with *** ***, of our FSB staff, about your concernsAs *** *** explained, we are unable to reimburse you for the registration and fuel expensesYour concerns regarding your insurance policies were shared as appropriateShould you have further questions, *** *** remains available to assist you and may be reached at (210) 531-USAA (8722) or (800) 531-USAA (8722), Extension***
As we previously advised, the FSB follows all federal regulations and acts in accordance with our core values of service, loyalty, honesty, and integrityWe respectfully disagree with your allegations
Thank you for allowing us to reply to you
Sincerely,
*** ***

I appreciate that USAA has finally, after months, agreed to approve my claimI accept USAA's offer, with the following conditions:: On September 13, 2013, I obtained an estimate from USAA approved Morse Evergreen Auto Body, Incin the amount of $7,332.40, to cover the repairs on my Honda CRV vehicleIn addition, my vehicle was inspected by *** ***, a USAA AdjusterI subsequently filed a claim with USAA and on September 19, 2013, USAA advised me that they were denying my claim because, “We will not pay for damage due and confined to wear and tear, freezing, or road damage to tires, wear and tear.” (? What ever that means.) I filed several appeals with USAA, however, they continued to deny my claim Subsequently, to date, over a period of the last approximately months, because USAA had refused to approve my claim, I've had the necessary repairs made to my vehicle through various means, to include work done by me personally, work done by two of my associates, etcAdditionally, the majority of the body work was performed by a part-time auto body repairman over a period of timeThis individual was paid with cash; the present whereabouts of this individual is unknown, possibly in MexicoIn addition, I had the windshield and windshield wipers replaced by Safelite Auto GlassI personally purchased two new fenders and had them painted and installed on my vehicleApproximately 90% of the estimated repairs set forth in the Morse estimate have been made to date I am presently winterizing in Apache Junction, AZ, and I am not expected to return to my permanent residence in Morrison, CO until approximately the end of April Since USAA denied my claim months ago, there did not appear to be any logical reason to retain copies of receipts for the repairs made over the past months, however, if I did by chance retain some of these receipts, they would be located in my residence in Morrison, CO and would not possibly be available until after the end of April I am willing to make my vehicle available here in Apache Junction, AZ, for a current inspection by a USAA Adjuster who can compare the repairs made against the original estimate prepared by Morse Evergreen Auto BodyUpon review, if USAA would like to present to me a settlement agreement, I will consider it It is further noted that the loan on my vehicle has been paid off in full and there is presently no lien filed against this vehicleTherefore, payment should be made directly to me Based on the advice of my attorney, all communications with USAA should be in writingTherefore, I look forward to receiving a written response to my claim with USAA

Complaint: ***
I am rejecting this response because: the issue is not resolved. There is still no answer as to why we both stopped receiving notifications at one point and my wife then started to receive them after I submitted the ticket in Sept. There is also no answer as to why it has taken from Sept until Feb to get this far
Regards,
*** ***

November 24, 2014Mrs*** ***Complaint ID #: ***Dear *** ***:I am responding to your second submission regarding your homeowners insurance payments.*** *** and *** ***, of our staff, were unsuccessful in their attempts to reach youAt this time, we have not received any new information that would warrant a change in our position. However, *** *** would like to conduct a conference call with you and your mortgage company in an effort to resolve the payment issues because the mortgage company has indicated, as recently as today, thatthey will not release information to us without your permissionYou may reach *** *** at (210) 531-USAA (8722) or (800) 531-8722, Extension***. We appreciate the opportunity to review your concerns again and look forward to speaking with you. Sincerely,*** ***

January 13, *** *** ** *** Complaint ID #:*** Dear *** ***: I am responding to your submission regarding your deposit account ending in *** with the USAA Federal Savings Bank (FSB)Thank you for speaking with *** ***, of our staff, about your account and about what
occurredAs she explained, the FSB acts as the collecting bank when items are presented for collectionIf funds are available, the FSB will pay the item; however, if the funds are not available to pay a transaction, a non sufficient funds (NSF) fee will be charged to the account the following business dayOur records reflect that between November and November 28, 2014, items were presented for collection, but they were returned due to NSF in your accountAs a courtesy, a total of $in fees was returned to you, and your checking account currently reflects a positive balanceIf you have additional questions regarding this matter, *** *** remains available to assist you, and she may be reached at (800) 531-USAA (8722), Extension***Thank you for allowing us to reply to youSincerely, *** ***

November 3, 2014*** *** *** ***Complaint ID #: ***Dear *** ***I am responding to your submission regarding the September 19, 2014, automobile claim.Our records confirm that you filed inquiries with the State of Delaware Department of Insurance and the Pennsylvania
Insurance Department. We will respond to both departments accordingly.Thank you for the opportunity to reply.Sincerely,*** ***

Complaint: ***
I am rejecting this response because:
There are no guidelines to the reasons for which the money may be heldOK, so what? You notified me that you might hold the money for an undetermined amount of timeHow does that help me or anyone? How does that help any vet? If I can understand the reasons for a hold then I can understand how to avoid those holdsIs one of your reasons because that $1k that I just paid to my CC is to be reinvested in your banks accounts and capitalized on so you can make the greatest return for your investment? That's not a good reason and you can't tell me or other clients where our money is or why it's being held? Every other card I have ever used has a "rapid payment" option which has an accompanying fee (also a garbage business practice in this day and age of electronic payments) but at least I get the option especially in the case that I need to use MY card and MY credit that same day.This is a non-answerYou want to provide good customer experience then you have to reveal what is going on behind the curtainThis is awful and, as you may expect, I am moving my business elsewhereYou didn't help this vet so, thanks for nothing but lots of heartache.On a side note, I will always remember when I was in Mexico on vacation and your under or poorly trained agent on the phone messed up my wire and processed it as an ACH (or whatever those terms are) and I was stranded at the hotel on vacation because there was "nothing you could do about it." USAA is a lousy bank and instead of providing customer service solutions to the VETERANS who are your clients, you quote fine print as some kind of obnoxious retort as to why I could not get access to MY OWN MONEY and/or Credit.Unsatisfactory
Regards,
*** ***

January 5, *** *** *** Complaint ID #:*** Dear *** ***: I am responding to your submission regarding your credit card with the USAA Federal Savings Bank (FSB)I regret the inconvenience you recently experienced as we strive to provide quality service to our entire membership
Our employees are expected to be knowledgeable and to promptly process requests in an efficient mannerPlease know that coaching was provided so that we can avoid a similar situation in the futureI understand you spoke with *** ***, of our FSB staff, and confirmed that you received your new credit card on December 11, She also validated that the previous card was deactivatedShould you have additional questions regarding this matter, *** *** remains available to assist youShe may be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension***Thank you for allowing us to respond to youSincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

March 19, *** *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your April 17, 2014, at-fault collision claimIn your submission, you indicate that you would like to be reimbursed $1,222.72, which you state is the difference
between the fair market value of $12,of your totaled Honda Civic and your vehicle total loss settlement of $11,You also ask to be reimbursed $for out-of-pocket car rental expensesPlease note we are unable to comment on the portion of your submission about the condition of your Honda Accord or the service you received as we were not involved with the purchase of the vehicleThank you for speaking with *** ***, of our staff, who explained that on June 4, 2014, we issued a payment of $11,053.28, which represents the actual cash value of your vehicle after applying your $1,collision deductibleIn addition, we paid the policy limits of your rental coverage on June 13, 2014, and we respectfully decline your request for additional rental reimbursementIt is important to note that these payments represented our settlement of your portion of the claim and that we notified you the claimant’s bodily injury claim was settled on October 17, We are responsible for analyzing each loss on its own merits and for making decisions in accordance with the terms, conditions, and limitations of the policyI assure you we thoroughly reviewed your claim and confirmed that our handling was appropriate and that we were not responsible for the delays you referencedUSAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we strongly disagree with your allegations of wrongdoingIf you have additional questions, *** *** remains available to assist youWe appreciate the opportunity to reply to youSincerely, *** ***

Complaint: ***
I am rejecting this response because:The response still places blame on me and that is so untrue As stated your company made an error with making credits on the account after the fraud, so why couldn't an error happen with your fraud department not catching this error even by one of your phone reps moving the money from account to account I understand your position as well as you have to understand mine Thank you for your response to this matter
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I've submitted everything USAA asked of me to verify any questions you may have. I don't feel that USAA has exhausted all measures in the best interest of the customer to resolve thief. Your explanation in regards to misrepresentation is *** and very vague. I asked if there was anything else that I could submit to the company the complete claim, USAA stated no. Point #- Its very clear that I was not home during time of thief and its questionable how keys they were found to have started BMW on the morning of the 5th started stolen car and I returned home on the 6th. Point#- I've clearly demonstrated the facture that someone (***) who enter home a few weeks prior during a burglary while I was out of town again could have easy orchestrated this entire event. It's it really werid the same person call and told USAA all of this unproven *** that's cause this entire mess.Again, I 've given you all the following if not more:statement of oathcredit card statementbank account statementsairline ticketsADT alarm reportsetc................Previously I asked if you would like to speak to someone from either my company or a young lady that was at residence that morning that physically saw my with my car and my truck and whom could verify the date and time of departure from well site and arrived home, USAA stated no but you found enough to deny claim. Again, the diligence and corporation of USAA is has been less than stellar. I am a freaken Army Officer that has impeccable ethics and morals as a Officer and a person. USAA has clear demonstrated unimpressive ethics as a company and being a military favorite company. This matter is far from being over or closed as you say. I don't think that USAA has exhausted all to assist me (consumer) to resolve this issue using all measures. Its clear that my value as a military member, a customer has not been treated with the upmost respect and concern and care
Regards,
*** ***