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[redacted]
[redacted]
[redacted]
[redacted] I am responding to your submission regarding the auto claim on your Honda Odyssey. I regret any frustration you experienced as we strive to provide quality service to our entire membership. We have addressed this...

matter with those involved to prevent a future occurrence. I understand you spoke with [redacted], of our staff, who offered to look into your concerns. In agreeing to re-inspect your vehicle, he informed you that any decision on the vehicle’s reparability would be made upon review of the findings. When you have chosen a shop for the inspection, please contact Mr. [redacted] to make arrangements to provide us the opportunity to re-inspect your vehicle. We appreciate you allowing us to reply to you. Sincerely, [redacted]

April 13, 2018 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your auto and homeowners insurance. We regret any frustration you may have experienced and that [redacted], of our staff, was unable to reach you to...

discuss your concerns.  Your March 10, 2018, cancellation request was processed at the next billing cycle, in accordance with our procedures. The cancellation resulted in credits of $265.53 for the homeowners policy, $2.60 for valuable personal property insurance, and $122.16 for auto insurance. Ms. [redacted] confirmed a check in the amount of $390.29 was issued on April 4, 2018, to your address on file.  Please allow seven to 10 business days for the check to arrive.  You may refer to the homeowners policy packets for 2017 and 2018 under Mr. [redacted]’s profile on usaa.com for cost information.  Should you have any further questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

February 18, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your January 2016 automobile claim. We strive to provide fair claims handling, and we regret the frustration you experienced. Thank you for speaking with [redacted], of our...

staff, about your concerns. As she explained, we analyze each loss on its own merits, and we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy. We have issued payment for the storage fees and scheduled payment for your rental expenses, and we are awaiting your signed release to issue the payment for your vehicle. These payments represent the policy limits. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

July 28, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your June 26, 2016, automobile claim and your Total Loss Protection (TLP) coverage with the USAA Federal Savings Bank (FSB). Thank you for speaking...

with [redacted], of our FSB staff, who assisted with the expedited processing of the TLP payment, resulting in the closure of the auto loan on the total loss vehicle.  I understand that [redacted], also of our staff, spoke with you regarding the rental limitation on total loss claims.  If you have additional questions, Ms. [redacted] and Mr. [redacted] remain available to assist you. We appreciate you allowing us to reply to you.   Sincerely,  [redacted]

November 9, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the cancellation of your auto insurance policy. [redacted], of our staff, was unsuccessful in reaching you to discuss your concerns. ...

Nonetheless, Ms. [redacted] reviewed the call recording from October 12, 2017, and confirmed that the representative advised you that your payment was due by October 18, 2017, to avoid cancellation.  Furthermore, the representative did not promise to send a revised statement or to waive any of the late fees assessed.  Your policy currently reflects an outstanding balance for coverage provided to you through the date of cancellation; this amount can be viewed at usaa.com.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

May 4, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your March 30, 2017, automobile claim.
Between April 18 and April 20, 2017, two checks were mailed to the repair facility, following supplemental appraisals of your...

vehicle. On April 21, 2017, you spoke with your adjuster and advised that the repair facility would not release your vehicle until they received payment in full. On April 24, 2017, after confirming that both of the previously issued payments were canceled, the adjuster sent a single check overnight to the repair facility. A detailed review of your claim did not identify any service delays. In addition, your automobile policy does not provide rental reimbursement coverage, and we are unable to grant your request for reimbursement of any rental expenses incurred.
[redacted], of our Claims staff, was unsuccessful in reaching you to discuss your concerns; however, your feedback has been shared with the appropriate parties. If you have additional questions, Mr. [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 truth will prevail, even if USAA denies it.  It was easy for USAA to get our business because we are a veteran family, that's why we have been with USAA for 30 years, that's the ONLY reason why we're with USAA.  Other than that, USAA has not showed quality in service and customer appreciation as evident by how they you are handling this situation.  Running from liability and allowing their Policy Service Staff to get away with forgering the deductibe information since she missed to ask us about our choice of deductible, thus exposing us to unnecessary expense.  If this is how you're treating us, I'm sure there are other more people who are victimized by your POOR response to issues and only after money making.  BEWARE OF USAAs lack of care & due diligence to military/veterans' welfare.  Even placing the blame to the client because they say, we should have asked them about the deductible instead of them asking us.  They are the ones getting our business, so they should ask us the information.  Too much time have been spent on this, the next thing for me is to get busy looking around for a new auto insurance company, instead of talking to USSA Executive Committee who doesn't have good & intelligent judgements.  ATTENTION: MR. [redacted] (CEO), are you fully aware how your staff are handing your company?!!!  You're not welcome with the business we've given USAA for the past 30 years, we truly regret it!!!  You're just getting our money with no real care and responsibility!!!  This is how you treat military/veterans and their families.  YOU"RE GRADING IS LESS THAN VERY POOR!!!
Regards,
[redacted]

December 29, 2015
Mr. [redacted]. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile claim.
Thank you for taking the time to speak with [redacted], of our staff, about your claim, and I understand she was able to address...

your concerns.  Should you have any additional questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to reply to you. 
Sincerely,
[redacted]

November 27, 2015Mrs. [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]:I am responding to your submission regarding the reporting of your credit card ending in [redacted].Thank you for speaking with [redacted], of our staff, regarding your insurance premium payment.The USAA Federal Savings Bank...

requested the removal of the delinquent reporting of your credit card ending in [redacted].  Our records confirm that we received your Consumer Financial Protection Bureau (CFPB) submissions about the reporting of your credit card ending in [redacted], and we will respond to the CFPB submissions accordingly.We appreciate the opportunity to reply.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: [redacted] called me during work hours. I can't answer during work hours and I don't see any point in wasting time speaking to USAA over the phone.  It's extremely frustrating. I asked her to send everything in writing.  I listened to her message and responded to [redacted] by email. Rather than wasting anymore time with this unethical company, I am taking the amount and taking my business elsewhere.  USAA and the vendor they use to value totaled vehicles, CCC Information Services, have a history of undervaluing vehicles and leaving insureds unwhole. The difference is not enough to warrant hiring a lawyer because the attorney fees will wipe it out and Class action lawsuits take a lot of time. USAA knows this. Maybe the better way is to go through the Texas legislature.  
Regards,

March 23, 2018   Chief Warrant Officer 2 [redacted] ARNG Complaint ID #: [redacted]   Dear Chief [redacted]:   I am responding to your submission regarding the February 17, 2018, automobile claim.   Thank you for speaking with [redacted], of our staff, who confirmed a...

second fuel sample will be secured from the shop for testing.  We identified an opportunity regarding the explanation of the timeline for the appraisal process and obtaining the fuel sample.    If you have additional questions, Mr. [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:To whom it may concernI originally submitted a complaint regarding USAAs refusal to pay for their client hitting my car. USAA responded via Revdex.com stating they would infact pay, however 3 months later they are still refusing to pay fair value.I resubmitted a complaint and it was immediately closed by Sherri Brauer who stated, in the message, that I may respond. There was no mechanism to respond.  Please re-open either or both complaints as USAA still continues to refuse payment. Thank you. 
Regards,
[redacted]

October 30, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding funds transfers to your checking account with the USAA Federal Savings Bank (FSB).  Our employees are expected to be courteous and informative, and I regret...

if this was not your experience.[redacted], of our staff, was unable to reach you to discuss your concerns.  Nonetheless, she completed a thorough review of your account and found that the handling was appropriate.  Our records indicate that your external bank placed a stop payment on two funds transfers; therefore, the two $5.00 returned item fees were applied appropriately.  Ms. [redacted] confirmed that both fees were credited to your account as a courtesy.  No additional fees associated with the returned funds transfers were assessed by the FSB.  Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we deny any allegations of wrongdoing.[redacted], thank you for allowing us to review the matter and to reply to you.  Should you have any further questions, Ms. [redacted] can be reached at [redacted]
Sincerely,[redacted]

November 16, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your automobile claim.
[redacted], of our staff, completed a thorough review this matter and confirmed the settlement was updated based on the accessories you...

indicated on October 26, 2017. Additionally, as a courtesy, your rental was extended until October 30, 2017. Our records show we have been unsuccessful in reaching you by phone to address your concerns. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 2, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding a deposit hold on your account.  I regret any inconvenience or frustration this caused.   Thank you for speaking with [redacted], of our...

staff, who reviewed your concerns.  As she confirmed, you received the notification that a hold would be placed on your deposit prior to completing your mobile deposit transaction.  While our records indicate this information was reiterated by one of our representatives on November 23, 2016, your allegations of a call to us on November 18, 2016, after the deposit was made are unfounded.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

September 15, 2016
Mrs. [redacted]
Complaint ID #: 11695574
Dear Mrs. [redacted]:
I am responding to your submission regarding your automobile insurance policy. We regret any frustration this matter may have caused you and your husband as we strive to provide quality service.
Thank...

you for speaking with Mr. [redacted], of our staff, who reviewed the policy and billing statements with you. I understand that you have agreed to remove one of the vehicles from the policy and accepted a special payment arrangement to rectify the outstanding balance on the account. I hope you found your conversation with Mr. [redacted] responsive to your concerns. If you have additional questions, he remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

November 9, 2017 Maj [redacted]Complaint ID #: [redacted] Dear Major [redacted]: I am responding to your submission regarding your automobile insurance payment.  Thank you for speaking with [redacted], of our staff, who explained that your payment was found and he has taken...

action to ensure that the correct portion of your payment is applied to your insurance balance.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.   If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

August 21, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to the submission regarding a transaction you are disputing on your credit card account, and I regret any frustration this matter may have caused you.  We would...

also like to extend our deepest condolences on the passing of your spouse. I understand that [redacted], of our staff, spoke with Ms. [redacted], acting in her capacity as your attorney-in-fact about the situation.  As a courtesy, a credit of $499.99 for the charge in question was refunded to your credit card account on August 17, 2015, in addition to $7.25 in finance charges and a $15.00 late fee.  A request was submitted to the consumer reporting agencies to update your information accordingly.  We appreciate your feedback, and we have shared it with the appropriate parties for consideration as we are always looking for ways to improve how we do business.  If there are any further questions, Ms. [redacted] remains available to assist.    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.

November 9, 2016
[redacted], USN (Ret.)
Complaint ID #: 11790110
Dear Lieutenant [redacted]:
I am responding to your submission regarding your request for an automobile quote.
[redacted], of our staff, was unsuccessful in his attempts to reach you; however,...

he conducted a thorough review of your account. He confirmed that your credit card balance was charged off on January 22, 1986, and the restrictions would remain in effect until the unpaid balance is settled or paid in full.
USAA was founded on four core values – service, loyalty, honesty, integrity. These values guide all of our business decisions, and our members have come to expect them in everything we do. In keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet their financial obligations with us. Our policy prohibits USAA and its affiliates from continuing to do business, to the extent allowed by law, with a member who engages in activity that compromises our principles. Based on the documentation we have, we are confident that the appropriate resolution has been rendered.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

January 26, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]
I am responding to your second submission regarding your daughter’s December 23, 2016, automobile insurance claim.
We responded to the Revdex.com regarding your concerns on January 20, 2017. While we recognize that you disagree, we are 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]