Source Adult Video

September 23, 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 (FSB). Providing best-in-class service to our military community is a top priority for USAA, and I regret any...

frustration or inconvenience you have experienced. I understand that you spoke with [redacted] and [redacted], of our staff, about your concerns. Since the loan was charged off prior to receipt of the payoff, Mr. [redacted] confirmed that we are accurately reporting the loan as charged off with a zero balance. He also verified that your account access has been restored. Should you have any further questions, Mr. [redacted] can be reached at [redacted] With regard to your request to close your accounts, Ms. [redacted] completed the closure of your deposit accounts, and the remaining balances were returned to you by mail. Danny Ramos, of our staff, confirmed that your automobile policy was canceled effective July 13, 2015, and he remains available to discuss your homeowners policy. Ms. [redacted] and Mr. [redacted] can be reached at the phone number referenced above[redacted], respectively. Thank you for allowing us to reply to you. Sincerely, [redacted]

June 22, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your tax refund.  I regret any frustration this matter may have caused you.
 
Thank you for speaking with [redacted], of our...

staff, who explained USAA was not able to recover the funds since they were no longer in the account.  Federal Regulations require a Government Automated Clearing House (ACH) refund issued by the IRS, to be deposited into an account in the name of the taxpayer.  Federal Regulations do not apply to IRS refunds issued by Tax Preparation services. As a courtesy, Ms. [redacted] reached out to the account holder who agreed to place the wrongful deposit back into his account so that USAA could return the funds to the originating bank per the Letter of Indemnification.  The account holder indicated he did not have all the funds at the moment and would contact USAA when the funds were available in the account.  As of June 13, 2016, the account holder had not put the money back in his account.  If you have additional questions, Ms. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

August 16, 2017   Mr. [redacted] Mrs. [redacted] Complaint ID #: [redacted]   Dear Mr. and Mrs. [redacted]:   I am responding to your submission regarding your June 29, 2017, automobile claim.  I regret any frustration or inconvenience you may have experienced.   As [redacted]...

[redacted], of our staff, advised, a thorough review of the damages to your vehicle confirmed that the fire was a result of wear and tear or mechanical breakdown, which is not a covered loss.  However, Ms. [redacted] also verified that $900.00, which is the maximum amount of your rental coverage, was paid while you were in the rental during the investigation. Therefore, we respectfully decline your request for additional reimbursement.   Mr. and Mrs. [redacted]s, we appreciate you allowing us to reply to you.  Should you have any additional questions, Ms. [redacted] remains available to assist you.   Sincerely,   [redacted]

January 6, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]   I am responding to your submission regarding your recent automobile claim.   Angelica Leos, of our staff, was unsuccessful in her attempts to contact you; however, our records indicate that we...

have accepted liability for the accident and that payment was sent to you on December 22, 2016.    I regret any frustration this matter may have caused as we strive to provide quality service.  Our employees are expected to be courteous and informative and to handle claims in a timely manner.  Coaching has been provided to those involved to ensure others do not have a similar experience.  Your feedback is appreciated as we are continually seeking ways to improve the way we do business.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

September 16, 2015 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the medical expenses related to your accident on March 9, 2013.   A review of your claim determined that of all the medical bills received by USAA, which...

totaled $932.00, USAA has issued payments totaling $819.81.  One bill was partially paid because the charge exceeded the reasonable amount for the service provided, and another bill was not paid in full due to a provider’s coding error, which accounts for the $112.19 difference.  Please know that these details were given to the service providers in our explanation of reimbursement notices sent to them directly.  We are unaware of the collection efforts you describe, and [redacted], of our staff, has been unsuccessful in her attempts to reach you and Mr. [redacted] by telephone and electronic communication to further understand and discuss this matter.  Ms. [redacted] remains available to assist you and can be reached at [redacted]   Thank you for allowing us to review this matter and to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:I have provided more information, as well as the reason why I disagree and have not received any information on how I did not mitigate damages. I am still waiting on responses on how I did not mitigate damages. I just keep getting responses that state the executive team concurs with the decision. Specifically, I would like the following questions answers please: I would like to know how, if [redacted], who came out to the shop to inspect the initial claim, as well as the shop who did the repairs, did not discover the head gasket damage originally and the other damages, how would I be reasonably expected to mitigate the damage?If it was because the damage was caused due to my failure to mitigate the damages and it was not covered, it would be extremely horrible to repair the car knowing full-well that it needs further repairs.If it was because the damage was not discovered and therefore could not have been repaired, how would I be able to mitigate it?The initial claim was covered for over $5,000. I had to come out of pocket and incur an additional expense of $6,142.19 to cover this repair (in order to mitigate any further damage), bringing my total out of pocket expense to $7,142.19 (Initial 1k deductive plus $6,142.19 in repairs). This brings the total cost of repair for the accident over $11,000 in damages when the FMV (~$7,127 - $8,487) of the vehicle is way under that. This has put a huge financial burden on myself and my family, in which I had to take out an additional credit card to cover the expense in order to have a functional car following an accident that was already suppose to be repaired back in December. I would like responses to those questions, on how I did not mitigate the damages when there was no symptoms and I did everything a reasonable person would do in my position to ensure there were no further damages, including adding coolant at the first sign of overheating and bringing the car to the shop immediately upon any symptoms of engine trouble.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I dont want to accept it because the complaint has not been resolved yet. What is the next step I have to do?
Regards, [redacted]

August 26, 2016 Sergeant Scott [redacted], USARComplaint ID #: [redacted]            Dear Sergeant [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). Thank you for...

speaking with [redacted], of our FSB staff, who asked you to provide documentation from the United States Postal Service (USPS) in order to complete our investigation.  As of August 24, 2016, no documentation has been received.  If 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:Both USAA [redacted] and [redacted] said an independent adjuster from Crawford and Co. In Hawaii would contact me before 9/29. On 9/28, I emailed Mr. Byron because I didn't get any response from Crawford & Co. On 10/02 Monday. I called Crawford myself who said they have no claim for me. I called USAA & relayed the message. Person told me to call Mr. Byron's manager & if no answer to leave a message. Which I did on 10/02. Still no response from Mr Byron or the manager. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Nothing has been resolved. I have had minimal contact from the business.  Deflecting to the venue of most convenience is not a suitable way to address the complaint.
Regards,
[redacted]

September 24, 2015 [redacted]
[redacted] Dear Private Ward: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank. Thank you for speaking with [redacted], of our staff, about the direct deposit that...

posted to your account. I understand you received the official check for the balance of your account as you requested, and your account is now closed. If you have any additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

September 24, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your April 14, 2015, automobile loss. I am sorry for the difficulty you experienced in attempting to reach [redacted] of our staff. I understand that you spoke with Mr. [redacted] on September 18, 2015, and that he advised you of the actions made by USAA to resolve the claim with the other insurance carrier. Please be assured that member service remains our top priority, and if given the opportunity, we will work hard to provide the level of service you expect and deserve. Thank you for allowing us to review your concerns again. Sincerely, [redacted]

December 30, 2015
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your second submission regarding your July 4, 2013, automobile claim.
I understand you briefly spoke with [redacted], of our staff, regarding your submission.  Another thorough review of your situation has been completed.  As such, we will provide coverage for the treatment received on February 16, 2015. 
Thank you for the opportunity to review your concerns again.
Sincerely,
[redacted]

October 20, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your April 17, 2015, automobile claim. I understand [redacted], of our staff, sent you an email regarding this matter on October 1, 2015, and...

you indicated that you were satisfied with the resolution. Should you have any questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: 11681698 I am rejecting this response because we have suffered out of pocket expenses due to USAA's errors and there are still administrative errors that USAA must correct.  We worked extensively with Ms. [redacted] and do not desire to work with her as she was largely unresponsive and did not know the basics of our claim.  We talked with Ms. [redacted] on August 2nd, she assured us the loan had been paid off which was incorrect.  She did not even know the US Bank loan had not been paid off until we call on Aug 11th because US Bank had paid the taxes. The following issues remain unresolved.  They cannot be corrected by us and require action on USAA's part to correct. 1. To correct the three outstanding mortgages on the Chesapeake, VA tax and deed documents, USAA is required to issue a Certificate of Satisfaction to remove the original US Bank mortgage. USAA must also correct its own errors to remove the double mortgage documents (July 21st and Aug 18th). These instructions are per the Chesapeake County Court/Tax/Deed office that were provided to us when we called that office to determine what had happened with the tax payments. 2. USAA has still not provided us a full closing document package for this mortgage which should show clearly the tax payments in question and final disbursement of all funds.  3. USAA should refund us the excess property tax prepayment, which YOU (USAA) were refunded by Chesapeake County via check, in the amount of $205.48. During our phone conversation with the Chesapeake tax office they informed us that USAA, not US Bank, was refunded the $205.48 in tax overpayment.  This IS an out of pocket expense for us that YOU (USAA) must remedy. 4. (YOU) USAA have yet to refund the software formula error that reduced our aggregate adjustment by $369.17. This IS an out of pocket expense for us that YOU (USAA) must remedy. 5. After multiple conversations with Ms. [redacted], she finally, on August 2nd, realized that USAA had been using the wrong payoff amount since May and admitted that when she actually looked at the payoff letter from US Bank the payoff amount should have been $405,259.89. USAA should refund the difference of the incorrect payoff amount of $290.58. On page 3 of the closing documents on 23 July USAA listed the payoff amount as $405,550.47. Ms. [redacted] stated we would be refunded the difference in anything that was overpaid.  This IS an out of pocket expense for us that YOU (USAA) must remedy. Again, we have no confidence in Ms. [redacted]' ability to look at the correct documents as it took us nearly a month to get her to realize she was not using the correct payoff letter from US Bank. She also told us on August 2nd that the loan had been paid off when she had not idea that this was untrue until we corrected her on August 11th.   Regards, [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.
I have also posted a positive review on that side of the Revdex.com website. Thank yoi for your attentive assistance.
Regards,
[redacted]

November 13, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding the November 5, 2014, auto claim. [redacted], of our staff, was unsuccessful in her attempts to contact you.  However, our records indicate that two emails were...

sent to you on November 4 and November 5, 2015, addressing the status of the claim and what is needed to proceed.  If you have additional questions, Ms. [redacted] remains available and can be reached at [redacted].  We appreciate you allowing us to research your situation and reply to you. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA changed my policy from full coverage to LIABILITY insurance without my permission and with out informing me of the.. I did not recieve any PHONE calls any emails or any letters in the mail stating a change
... they say they sent a letter but I never once recieved a letter.. A SIMPLE phone call would have reached me and my number is on file with USAA... now we are stuck with a piece of metal in my driveway that usaa is not paying to fix and I had full coverage on the vehicle. And I never changed it and it renewals automatically every 6 months so it should of automatically renewed to full coverage that was on it when I bought the vehicle WITH A LOAN through USAA... and the loan department let's them change the insurance like this... without having my approval... I am very unhappy with usaa they scammed me and I AM MAKING sure EVERYONE MILITARY I CAME ACROSS knows how usaa is summers and change policy's without my approval.. I want this fixed.. and I want USAA to pay my loan off and I will be satisfied with the issue.... if not I will ensure that USAA ends up LOSING ALOT more money in the LONG Run with my INFORMATION I pass on to every other military service member... I owe $8000 on the vehicle they can either pay that off and I'll be happy with usaa because that is the correct honest thing for usaa to do... or else they will lose several thousands of dollars from future customers.... 
Regards,
[redacted]

September 16, 2015 [redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your check deposits and checking account. I regret the frustration and inconvenience you experienced as a result of having to contact us multiple times about the...

deposits to your account. Our employees are expected to be courteous and informative and to handle matters in a timely manner. Coaching was provided to those involved to ensure other members do not have a similar experience. I understand you spoke with [redacted], of our staff, and confirmed that your $1,500.00 and $1,700.00 checks have been deposited. Should you have any additional questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: This information is erroneous. I was making my payments online between the 1st and the 5th of the month starting August 2015 so why would they all of a sudden chose to attempt to withdrawn from the checking account if I was making those payments personally? As of November 2015 I was locked out from calling into the bank and from making payments online. I was unaware that the account was closed because I never received any correspondence from this bank concerning any attempt to withdraw any money. I was not informed of this until sometime in February 2016 when I received a call from someone from the bank who informed me that all my accounts were closed and my name was sent to tele-check from the year before. These people are unscrupulous and their business practice is shady at best. I wish the Federal Government would investigate their banking practice and as I told their representative [redacted] ext [redacted], every time since February 2016 I have spoken to someone, they give different information that does not get me to a solution. I have also told Ms [redacted] that going forward if they create another issue where they are not processing the loan payment appropriately, I will be seeking legal counsel and will see them in court. I also told her that the individual whom I spoke with in February 2016 was the only honest person at their bank because as she stated, that I was only experiencing all the issues with the bank because I no longer have my pay check directly deposited into their bank any more as of August 2015. And as I told her that I have served my country honorably and I am a free moral agent which both rights affords me the right to chose where I want to conduct my banking services. I will not be intimidate by anyone here in this country and I really believe that these people at USAA are taking advantage of  soldiers, veterans, and their families and at this point I believe that the government should step in and close them down. They can sell my loan to a more reputable banking institution so that I can be rid o them but they need to be put out of business and their owners put behind bars.After all this time fighting with these people now I am hearing that the reason that they were not debiting the payments out of my checking account on a monthly basis was because I was never sent an 'Automatic Loan Payment Agreement' form to sign. Now in all my discourse with this company, this form was never offered and no one, other than Ms. [redacted] told me about this form. I was finally faxed this form on 9/21/16 by Ms. [redacted]. The formed was filled out, a voided check from my reputable bank was attached and the form was faxed back on the same day to Ms. [redacted]. I also payed the moneys owed in full including the late fess, which they always demand although they were the ones who has denied me access to their bank since last year. I emphatically explained to Ms. [redacted], knowing that our conversation was being recorded, that going forward if there is any foolishness occur again where they are not debiting my checking account for the monthly payments, I will be taking them to court for breach of contract and harassment. This has just got to stop. On a side note it took USAA almost 4 days to take the money out my account and over a week to make the dummy attempt to debit from my checking account in order to establish the monthly direct debit. This is the of banking institution the Feds in this country is allowing to operate and then they will turn around and report the consumer to the credit bureaus that they were late in paying their bills. This has got to stop.  
Regards,
[redacted]