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January 19, 2017   Master Chief Petty Officer [redacted], USN (Ret.) Complaint ID #: [redacted]   Dear Master Chief [redacted]:   I am responding to your submission regarding the profile created and the credit card application submitted in your name at USAA.    Our records indicate one credit card application was received in your name on December 1, 2012, referred for review, and declined due to fraud.  No card was issued.  On December 6, 2012, restrictions were placed on your profile to prevent any potential loss to you and USAA.    Thank you for speaking with Adrian Gonzalez, of our staff, who confirmed your application was declined at the outset and discussed the documentation you provided.  As you requested, the restrictions on your profile will remain.  We regret any frustration this [redacted]er has caused you.  Please know we are addressing this issue to prevent any future recurrence.   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.  Other bank products are issued and serviced by USAA Federal Savings Bank.

March 8, 2018
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your insurance policy and claim.
Thank you for speaking with [redacted] and [redacted], of our staff, about this matter. If you have additional questions,...

Mr. [redacted] and Ms[redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 19, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your recent automobile claim and I regret any frustration this matter may have caused.   Unfortunately, [redacted], of our staff, was...

unable to reach you by telephone to discuss this matter with you. However, our records indicate that payment was issued to the medical provider on October 4, 2016.  Should you have any questions, Ms. [redacted] remains available to assist you at [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:I do not believe it should take nearly 5 months for my insurance adjuster to request additional information from me. I have provided all information within my abilities in a very timely manor. I have recently been contacted by Mr. [redacted] and he has informed me that he will be handling my claim personally, from this point forward. He also mentioned that he expects to be able to settle my claim within the next 7 to 10 business days. After speaking with Mr. [redacted] I am confident my claim will be resolved soon, but will not be satisfied until it is.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The funds in my account on December 2nd were $2616.33 but because of the unacceptable hold on $341 of it my check for my mortgage for $2348.90 bounced when it should have cleared. It is quite simple math really and I am sorry you can't understand it. The same situation happened in September with a check to my DR also a hold on a payroll check. Both circumstances cost me bank fees, returned check and late fees from the mortgage company, and fees from the DR for presenting a worthless check. Fortunately, my DR's office staff has a USAA account and knows how bad you suck. There should NEVER be a hold on a payroll check and I find your response unacceptable. I have never had any issue with a payroll check clearing in 7 years as a customer. You leave me no choice but to transfer my business to my new checking account at a new bank. You underestimate how far reaching a negative experience from an unhappy customer can be.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: All of my equipment was not included also was not classified correctly.
Regards,
[redacted]

April 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your automobile claim.
Our records confirm that you filed an inquiry with the Virginia Bureau of Insurance (VA BOI). We will respond to the VA BOI...

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

Dear Revdex.com,   I am withdrawing my complaint against USAA. Please notify them that I am authorizing them to consider my vehicle as a total loss. This is due to a discussion with my family, who believes this is the best course of action. Thank you!   Sincerely, [redacted]

May 16, 2018 Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]: I am responding to your submission regarding your claim. We regret any frustration this situation caused you and we assure you that your feedback is important to us. Our business specialist will...

review your concerns and will follow-up with you directly in the next few business days. We appreciate the opportunity to review this matter. Sincerely, [redacted]

November 2, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your automobile claim.  I am sorry to hear about 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 matters in a timely manner.  Coaching has been provided to those involved to ensure other members do not have a similar experience.    Thank you for speaking with [redacted], of our staff, who explained that, an additional investigation is necessary when damages are inconsistent with the reported loss.  Mr. [redacted] advised that the appraiser would review the estimate for reimbursement of the running boards. Our records reflect that on October 25, 2016, a check was sent to you for the running boards. 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]

December 17, 2015[redacted]Complaint ID #: [redacted]Dear [redacted] I am responding to your second submission regarding the October 30, 2015, automobile claim.We responded to your complaint on December 9, 2015.  I understand your vehicle was delivered to your repair shop of choice on December 14, 2015, and you subsequently picked up your rental car.  [redacted] remains available to assist you should you have any additional questions.We appreciate the opportunity to review your concerns again.Sincerely,[redacted]

October 2, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your August 15, 2015, automobile claim. Our records confirm that you filed an inquiry with the State of New Mexico Office of Superintendent of Insurance (OSI). We will...

respond to the State of New Mexico OSI accordingly. Thank you for the opportunity to reply. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I know that due diligence was not done researching my account.  I have proof of all transactions that are in question and both me and my wife was told by USAA representatives that no late entries would be placed on our credit report.  I think what was done by USAA was not done in good faith. To this day no one at USAA can tell me how I have a 60 day late entry in May 2011 without a 30 day late entry in April 2011. I also have letters where it is stated that the funds were returned to the institution. This is confusing because USAA is the institution. The Fair Credit Reporting Act does not demand that all accounts be reported, only that any account that is reported be reported accurately and this is not the case with this account. USAA has the legal discretion and permission to remove or update any account it chooses from the credit report. USAA has not admitted to mistakes or even compromised with us during this entire situation which leads me to escalate this situation of erroneous credit reporting to both the Federal Trade Commission and the Consumer Financial Protection Agency.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Per telcom February 3, 2016, [redacted] (?) of USAA, my complaint shall enter voluntary ARBITRATION.  This voluntary arbitration shall not be binding; therefore, if my argument is not satisfied I reservemy right to petition a formal hearing in court.
Regards,
[redacted]

March 4, 2016
[redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your homeowners insurance policy and your April 25, 2015, property claim. Please know that we act in accordance with our core values of service,...

loyalty, honesty, and integrity, and we respectfully disagree with your allegations of discrimination. Our records reflect that between November 2015 and February 2016, we followed up with you regarding the status of the roof repairs. We also requested documentation confirming that the repairs were finished. We were unaware the roof repairs were completed, and we sent you a nonrenewal notice because the property condition did not meet our underwriting guidelines. We appreciate you speaking with [redacted], of our staff, who confirmed that we have received documentation of the roof replacement and advised that we are willing to continue your homeowners policy. During the conversation, you indicated that you had obtained a policy with another carrier. If you have any other questions, Mr. [redacted] remains available to assist you. Thank you for allowing us to reply to you. 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 to me.
I appreciate USAA taking this matter seriously. I regret the first few people I talked to at their call center didn't have all the information I received after filing the complaint.I understand the issue better and know how to prevent any further issues.Thank you USAA for taking a lot of extra time in helping me with the problem. 
Regards,
[redacted]

September 9, 2016
Mrs. [redacted]
Complaint ID #: 11685034
Dear Mrs. [redacted]:
I am responding to your submission regarding your joint consumer loan with the USAA Federal Savings Bank (FSB). Our employees are expected to be professional and courteous at all times, and I regret...

this was not your experience.
Thank you for speaking with [redacted], of our staff, who discussed the outcome of our review. As she confirmed, as a joint party to the loan, you remain responsible for the deficient balance. Therefore, in accordance with the Fair Credit Reporting Act, the FSB is unable to remove any adverse information reported to the consumer reporting agencies. If you have additional questions, Ms. [redacted] remains available to assist you.
Mrs. [redacted], it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we do.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I cannot believe I am still receiving a standard (insulting) reply. The message states that [redacted] is available for further assistance but I left [redacted] a message on 1/11/16, TWO days ago, for him to call me and I still have not received a call back. [redacted] will be the fourth person to NOT call me back, WOW! He said he was my advocate and wanted to assist me in resolving my concerns and therefore should have on his own called me back within a couple of days to see how things were or definitely after I left him a message. It is amazing that at this point and after everything that has transpired or actually not, that this situation has not received the attention it duly requires and deserves. This is a very disappointing example of taking care of its members and living up to the Companys' core values of Service, Loyalty, Honesty & Integrity. I have been more than patient and have been through a great deal of anguish, and at this time need to reach out to the Department of Insurance as well as the media.
Regards,
[redacted]

Tell us why here... October 7, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your insurance policy.  Thank you for speaking with [redacted], of our staff, about your accident forgiveness feature concerns. I...

understand he addressed your concerns regarding your feedback, and removed the accident forgiveness feature effective 02/01/16 with a calculated credit reflecting on your next billing statement. If you have additional questions, Mr. [redacted] remains available to assist you at [redacted] or [redacted], Extension [redacted].  We appreciate you allowing us to reply to you.   Sincerely, [redacted]

July 7, 2016
 
Mr. Jonathan [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your third submission regarding your tax refund.
 
We responded to your complaint on June 22, 2016.  Our records confirm that we also responded to the Consumer Financial Protection Bureau on June 29, 2016, and the Office of the Comptroller of the Currency on June 30, 2016.  While we recognize that you disagree, we feel 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]