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December 1, 2015Mrs. [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]:I am responding to your submission regarding your July 4, 2013, automobile claim.  We regret any frustration you have experienced as we strive to provide quality service and fair claims handling to our...

entire membership.[redacted], of our staff, was unsuccessful in her attempts to reach you to discuss your concerns.  Nonetheless, Ms. [redacted] completed a thorough review of our handling of the medical expenses related to your claim.  On February 12, 2015, we received a call from a healthcare provider, and the USAA claims adjuster confirmed there was an open medical payments claim; however, pre-authorization was not provided, which was also understood by the healthcare provider.  On April 21, 2015, your attorney was advised of the one-year statute of limitations for medical payments and a copy of the policy was sent to his office via fax.  As no error was identified, we must respectfully decline your request to pay for the MRI.   Mrs. [redacted], we appreciate the opportunity to review the matter and to respond to you.  Sincerely,[redacted]

October 21, 2016
Ms. [redacted]
Complaint ID # [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your September 28, 2016, automobile claim. I appreciate the opportunity to respond.
In the event of a loss, we are responsible for making decisions in accordance with...

the terms, conditions, and limitations of the policy. A thorough review of your situation was completed, and our investigation determined that your father removed the 2006 Nissan Altima from his policy in November 2015, via usaa.com. However, we have no documentation indicating the vehicle should have been added to your policy; therefore, coverage cannot be extended.
[redacted] has been unsuccessful in his attempts to speak with you regarding the aforementioned. However, if you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 11, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your auto claim.
Thank you for speaking again with [redacted], of our staff, about your concerns. Our records show that we agreed to reimburse you for the rental car as well as the police report, and the mileage driven to and from the police station. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

May 23, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your service experience.
Thank you for speaking with [redacted], of our staff, who explained your deductibles and the reason why the homeowner’s insurance...

refund was sent to the mortgage company. If you have additional questions, Ms [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

June 5, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your homeowners policy.  I regret any frustration you experienced as a result of the matter. [redacted], of our staff, reviewed your account and...

confirmed that the policy was canceled effective May 22, 2015, and the cancellation notice was subsequently mailed to you on May 26, 2015.  I understand that you prefer not to discuss the matter; however, should you have any questions, Mr. [redacted] is available and he can be reached at [redacted] Thank you for allowing us to reply to you.   Sincerely, [redacted]

August 4, 2017
Petty Officer, First Class Willis [redacted], USN
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your second submission regarding your April 12, 2017, automobile claim.
Thank you for speaking with [redacted], of our staff, regarding the status of the claim. As he explained, once the investigation is completed, a final determination will be made on coverage and you will be advised accordingly. Likewise, once our investigation is completed, we will decide if reimbursement for the rental vehicle is warranted.
Thank you for another opportunity to respond.
Sincerely,
[redacted]

July 12, 2017
Petty Officer, First Class [redacted] USN
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your submission regarding your April 12, 2017, automobile claim. I am sorry to hear about the frustration you experienced as we strive to provide quality...

service to our entire membership.
In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy. As you are aware, the vehicle has been inspected on multiple occasions. However, a final determination has not been completed due to the inconsistency of the damages reported. Consequently, the investigator has requested the claim file for a prior accident with the insured vehicle, which reported similar damages. Our records indicate the investigator has discussed the ongoing investigation with you and kept you abreast of what is pending to finalize the claim.
Upon a final review of the information we have requested, we will render a decision accordingly. In the meantime, should there be additional questions, [redacted], of our staff, remains available to assist you. Mr. [redacted] can be reached at ([redacted]) [redacted] ([redacted]) or ([redacted]) [redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 10, 2016 [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your insurance policies.  We regret any frustration you have experienced.   Thank you for speaking with [redacted], of our staff, who explained...

USAA’s process once a cancellation notice for non-payment of premium, has been sent.  Mr. [redacted] advised that a new application for coverage would be subject to underwriting review and advised of the down payment requirements.  I hope that your conversation with Mr. [redacted] reassured you that your feedback is important to us.  Let me assure you that we want to make doing business with USAA as easy as possible for our members, and comments like yours are given serious consideration.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

June 9, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding your insurance policies. Our employees are expected to be courteous, professional, and informative and to handle matters in a timely manner; I regret that was not...

your experience.
I hope you found your conversation with [redacted], of our staff, responsive to your concerns. As she advised, the homeowners policy was canceled, the non-payment cancelation was rescinded, and the automobile and valuable personal property polices were reinstated without a lapse in coverage. If you have additional questions, Ms. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

October 7, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your homeowners claim. Our records confirm that you filed an inquiry with the North Carolina Department of Insurance (DOI). We will respond to the DOI...

accordingly. We appreciate you allowing us to reply to you.   Sincerely, [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]

August 11, 2017
[redacted]
Complaint ID [redacted]
Dear Mr. [redacted]:
This is in response to your inquiry regarding the July 9, 2017, claim. We regret any frustration this matter may have caused.
Our review of the claim determined that you had regular communication with the...

co-workers of the assigned adjuster.
I understand that on August 10, 2017, [redacted] of our Advocacy and Resolution Team spoke with you. You advised Mr. [redacted] that the diagnostic of the exhaust was completed, but the dealership was not able to relate the exhaust to the claim. As such, we do not owe for the exhaust. In addition, Mr. [redacted] confirmed you returned the rental vehicle on July 27, 2017, and had not incurred any out of pocket rental expenses.

Mr. [redacted], should you have additional questions regarding this matter, Mr. [redacted] remains available to discuss your concerns and can be reached at [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. 
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]

Complaint: [redacted]
I am rejecting this response because:  It is not relevant to my inability to reach USAA by telephone.  I was not using the telephone extension USAA alleges was incorrect during the numerous times I tried to reach them by telephone without success.  Additionally, their explanation does not address why several emails I sent to them were also ignored.  Everytime I called USAA, for a period of nearly a month, I received a recorded message "we cannot take your call right now due to unforeseen circumstances" AFTER entering my claim number.  I believe this was by design on USAA's part, and no accident and certainly not a result of me using the extension they are now claiming was incorrect because I was never using that extension.
Regards,
[redacted]

April 4, 2017
Petty Officer [redacted], USN (Ret.)
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your submission regarding your customer service experience. I regret the frustration you recently experienced as we strive to provide quality service and fair claims...

handling to our entire membership. Our employees are expected to be courteous and informative and to handle claims in a timely manner. Your feedback is appreciated as we are continually seeking ways to improve the way we do business.
Thank you for speaking with [redacted], of our staff, who completed a thorough review of your situation. However, no new information was discovered to warrant a change in our coverage decision. 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 30, 2016 Gunnery Sergeant [redacted], USMCComplaint ID #: 1[redacted] Dear Gunnery Sergeant [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB).  We take all matters of fraud very seriously, and our...

decisions are not made without thorough consideration.   Thank you for speaking with [redacted], of our staff, who discussed the outcome of the fraud investigation, and the determination that you participated in the scam activity.  I understand that she explained that per the Depository and Disclosures (DAD) agreement, “If you permit another person to use your PIN or account number(s) and related code(s), you are responsible for all transactions conducted by that person (even if he or she exceeds your authorization), until you notify FSB that the person is not authorized so that FSB may block the codes and issue new ones". . By sharing this information, it was a direct violation of the depository agreement and you are responsible for the negative balance. The FSB follows all applicable federal regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity.  If you have any additional questions, Ms. [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: The federal government is looking into the people who called me to make them say how they got my personal number from YOUR SITE.  If they came from your company then we will ALL see each other in court.
Regards,
[redacted]

April 19, 2018 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding a promotional credit offered by USAA Savings Bank.  I regret any frustration or inconvenience you experienced as a result. Thank you for speaking...

with [redacted], of our staff, about your concerns.  Ms. [redacted] confirmed that you met the eligibility requirements for the promotion.  As Ms. [redacted] advised, a $100.00 credit will be issued to your Visa credit card within two business days.  If you have additional 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.

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[redacted]
I am responding to your submission regarding your homeowners insurance deductible policy.
In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations...

of the policy.  I understand [redacted], of our staff, spoke with you about your policy deductible.  A thorough review of your situation was completed; however, no new information was discovered to warrant a change in our decision, and the deductible will remain at two percent.  While we regret any frustration you experienced, we appreciate you allowing us to respond.  If you have additional questions, Mr. [redacted] remains available to assist you.
Sincerely,
[redacted]