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May 18, 2016 Specialist [redacted], USA Complaint ID #: [redacted] Dear Specialist Ross: I am responding to your submission regarding your auto loan payoff with the USAA Federal Savings Bank (FSB). Our records reflect that on April 25, 2016, you scheduled a payment via usaa.com from your external...

account to post to your auto loan on April 26, 2016. Prior to speaking with the FSB, you scheduled another payment on usaa.com to post on April 26, 2016. A review of the call recording from April 26, 2016, confirmed that the FSB representative provided you with information on how to view payment transactions online and advised you that your payment would process at midnight. While we found no FSB error, and we respectfully reject your claim that our negligence resulted in the fee you incurred externally, we sent a refund check to you via FedEx on May 9, 2016, as a courtesy. Should you have any questions, Jaqueline Montemayor, of our FSB staff, remains available to assist you. We appreciate you allowing us to review your situation and reply to you. Sincerely,
[redacted]

August 18, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding the July 23, 2015, homeowners claim. I am sorry to hear about the frustration and inconvenience you and your family experienced as...

we strive to provide quality service and fair claims handling. We appreciate [redacted] speaking with [redacted], of our staff, and advising him that any claim concerns have been resolved. I understand that during the conversation, Mr. [redacted] confirmed that the hotel stay was extended and that the deductible was applied to the water mitigation services. Should you have any further questions, Mr. [redacted] remains available to assist you and can be reached at [redacted] Thank you for the opportunity to review this matter and respond to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: No one has ever attempted to contact me. Although a payment was issued, I was still denied future access to any and all USAA accounts, even though I provided sufficient proof that I qualify to hold such accounts. No one from USAA has attempted to contact me on this matter. As a matter of fact, I havent had ANY of MY phone calls returned regarding this matter. I am unemployed, due to relocation after the fire, and have the same phone number. If someone attempted to contact me, I would have received it. 
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted] I am responding to your submission regarding your automobile policy. I regret any frustration you experienced as we strive to meet the needs of our entire membership. I understand you spoke with [redacted]...

[redacted], of our staff, who discussed the transactions on your account. She also explained why the outstanding balance exists and how you can restore your online access. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

September 13, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your August 16, 2012, automobile claim.
We responded to your complaint on August 18, 2016, and as we indicated in our letter, the appropriate documents were mailed to you on August 11, 2016. The adjuster has left you several voicemails and has mailed a letter to your address of record, as recent as September 8, 2016, reiterating our position.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

June 16, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your homeowners policy and the subsequent claim that was filed. We analyze each loss on its own merits and make decisions in accordance with the terms, conditions, and...

limitations of the policy. [redacted], of our staff, completed a thorough review of the matter, but he was unsuccessful in his attempts to reach you by telephone to discuss your concerns. I understand that you have been in contact with our claims staff since March 2014 regarding the law suit that was filed. As we have previously explained, the homeowners policy was issued appropriately and a subpoena would be required to release our records related to its issuance. Should you have any further questions, Mr. [redacted] can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

November 10, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted] I am responding to your submission regarding your credit card with the USAA Savings Bank and I regret any frustration this matter may have caused. Thank you for speaking with [redacted], of our staff,...

who discussed your concerns.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  Ms. [redacted] has requested to have the negative reporting removed.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

July 26, 2017
Sergeant First Class Steven R. ***, USAR
Complaint ID #: ***
Dear Sergeant ***:
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,
*** ***

September 3, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your May 14, 2015, automobile claim. As indicated in our response dated August 14, 2015, we replied to the Minnesota Department of Commerce to address your concerns. Our records reflect that an arbitration decision was made on this matter on September 1, 2015, which your insurance company should discuss with you. We appreciate the opportunity to review your concerns again. Sincerely, [redacted]

November 1, 2016
[redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding the October 20, 2016, automobile claim.
Our records confirm that your spouse, Mr. [redacted], filed an inquiry with the North Carolina DOI. We will respond to...

the North Carolina DOI accordingly.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

February 17, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your recent insurance billing experience.  I apologize for any frustration this matter may have caused.   Thank you for speaking...

with [redacted], of our staff, who explained that your account was past due, which caused the late fees in question. As a courtesy, Ms. [redacted] waived the late fee when you made your payment and advised the credit would appear on the next statement.  She also explained that the increase was due to a rate revision in your state.  Should you have 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 entire claim process took longer than it should. USAA receives payment for the policy in a timely matter but when services are needed from USAA they take their sweet time and make the insured feel like I'm the one at fault. Horrible customer service from this company.
Regards,
[redacted]

July 9, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank. Our records confirm that you filed an inquiry with the Attorney General of Washington about your concerns. We will respond to...

the Attorney General accordingly. Thank you for allowing us to reply to you. Sincerely, [redacted]

August 15, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding the handling of your insurance billing.  We regret the frustration this situation caused you as we strive to provide quality service to our entire...

membership.   Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns.  Nonetheless, she completed a thorough review of your account and confirmed the nonpayment cancellation to be accurate.  As of August 14, 2017, the account reflects a balance of $572.73.    If you wish to discuss the matter or have additional questions, Ms. [redacted] remains available to assist you and can be reached at ([redacted], or ([redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

December 1, 2015**. [redacted]Complaint ID #: [redacted]Dear **. [redacted]I am responding to your submission regarding your eligibility and credit card account with the USAA Federal Savings Bank (FSB).According to our records, on November 3, 2015, you established a USAA profile indicating you...

had prior military service and applied for a USAA credit card.  FSB products are available only to those meeting certain requirements, one of which is being eligible for membership with USAA.  USAA is open to current and former military with a discharge type of “Honorable,” and to their eligible family members and former members, including adult children.  High school Junior ROTC does not qualify as active or former military.We also researched information found on the documents you provided regarding eligibility through an eligible family member.  To become eligible through a family member, the family member must have met our membership rules and purchased a USAA auto or property insurance policy.  Unfortunately, we were unable to confirm your eligibility through your father. Please know that we apply our criteria consistently.  While we sympathize with your situation, we can’t make an exception to our eligibility guidelines.  We regret any frustration you experienced; however, we are unable to remove the restriction placed on your credit card and will proceed with closing the account.Thank you for 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.

October 8, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the promotional offer you received for your checking account with the USAA Federal Savings Bank (FSB). I hope your conversation with [redacted], of our FSB staff,...

helped to reassure that member satisfaction is a top priority for USAA. I am pleased to learn that the $300.00 promotional credit was applied to your account. It is important to note that the FSB conducts business in keeping with USAA’s core values of service, loyalty, honesty, and integrity. Should you have any further concerns, Ms. [redacted] can be reached at (210) [redacted] or [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: March 10 an adjuster (Mr. [redacted] ) informed me my car was a total loss and the amount valued they will pay. At that point, I was asked if rental car service will be used. I wasn’t sure I was going to use the service. Mr. [redacted] informed that I had seven days to use it or I lose it. In addition, before USAA will pay for the total value agreed upon for the total loss of my vehicle, I was instructed to transfer my vehicle’s title to IAA and that is also when I can gather personal belongings from the vehicle. I also received an email with specific instructions how to transfer the title. I received nothing regarding the car rental policy and agreement. March 15, Mr. [redacted] (USAA) called Enterprise to confirm I had the rental car until March 18. I did not receive the same courtesy and confirmation. If I did we would not have this mix up. As an insurance company, you are to provide clear information, protection, and peace of mind. This is the second time I've had the inconvenience and frustration of dealing with you people. The first time was on a claim for my bicycle that was stolen. Even after providing video evidence from a surveillance camera and police report. You still wanted proof of ownership of the bike, which I did not have, lost after numerous moves over the years and you dropped the claim.   
Regards,
[redacted]

August 2, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your client’s December 28, 2016, automobile claim.   Unfortunately, [redacted], of our staff, was unsuccessful in her attempts to reach...

you by telephone and would like the opportunity to discuss this matter with you.  Our records indicate that a second check was mailed to your office via FedEx, but was returned as undeliverable to USAA. Please contact Ms. [redacted] at [redacted], at your convenience so that we may resolve this issue.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

November 16, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your USAA Savings Bank credit card. I regret any frustration this matter may have caused you.       [redacted], of our...

staff, was unable to reach you to discuss your concerns; nonetheless,     he reviewed your account thoroughly.  Mr. [redacted] determined that USAA acted appropriately in contacting your spouse, and your feedback regarding the delay in receiving a call back from a manager was forwarded to the appropriate areas.  We respectfully decline your request for compensation, as no bank error occurred.  Please note that as of November 15, 2017, your account remains $470.20 over the $1,000.00 credit limit.  If you have any additional questions, Mr. [redacted] remains available to assist you.         We appreciate the opportunity to reply to you.    Sincerely,   [redacted]   Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

[redacted]
Compliant ID # [redacted]
Dear Mr. [redacted]:
This is in response to your inquiry regarding your property damage claim.  We regret any frustration that you may have experienced.
I understand that on January 28, 2016, [redacted], of our Advocacy Resolution Team, was...

unsuccessful in his attempts to reach you by telephone to discuss your concerns with the claim. However, as indicated in our recent email, we would only owe for the replacement of a mailbox that is of like, kind, and quality. Our records indicate that a corrected repair estimate is needed to complete the claim. Should you have additional questions regarding this matter, Mr. P[redacted] remains available to discuss your concerns, and can be reached at[redacted].   
We appreciate the opportunity to review this matter.
Sincerely,
[redacted]