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October 5, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your automobile loan, and we regret any frustration you may have experiencedI understand you spoke with [redacted] and [redacted] ***, of our staff, about your concernsOur research shows the $estimated payment was based on a loan amount of $6,269.00; however, the final amount financed was $6, Ms [redacted] was unable to make an accommodation to refinance the loan and include the remaining balance from the previous loan due to the call being disconnected Should you wish to discuss this option further, Ms [redacted] remains available to assist you and can be reached at *** [redacted] or *** [redacted] , Extension ***As Ms [redacted] explained, a review of the call recording indicated the representative you spoke with suggested asking about the possibility of rolling the unpaid balance into your new loan This was not a guarantee that the balance could be transferred to the new loanIf you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I do not wish to close this out until repair is finished It took me too long to get the ball rolling so would like to wait Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:they just want moneyThe car thy are requesting for information has been sitting in a garage and I just never wanted insurance from themNo one authorized them to renewI told the primo representative back when I tried to get my new Silverado on the policy that I wanted it to let it expire and I’ll get my policy when I wantedThe problem with their system is that to cancel you have to call themI didn’t have enough time to call and cancel and less patience with their annoying questions why to cancelI am not paying for a service I never usedAnd the vehicle in question was not even registered eitherIt was parked not in useAnd they can’t insure my sister either when she is in a different city from me but is with the car that’s why it was never usedIf they don’t cancel this dollarsI am just going to empty my all bank accounts and credit cards since they have not been any nice to my situation and also cannot up my limit on my credit card without doing a hard inquiryThere is better banking out there Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: everything sent to me falls outside of my insurance policyI have never asked for it to be dollar for dollar, however not everything has been includedItems that are performance modifications are being listed as regular maintenanceThe results are being conducted outside of what is written in my insurance policyI have been denied access to any sort of inspection form of the compatible vehicles and they are unvarifiable as they no longer exist on the market and none exist in my stateI have a custom equipment as part of my insurance and parts are being itemized as regular maintenance or a term "personal preference" that is unable to be defined to meI have also been denied access to any sort of what is classified as what and whyThis company is operating outside of what is written in my auto policyI am aware that CCC one has been involved in many lawsuits for undercutting total loss for insurance companiesThis has now entered the realm of a bad faith policy, I have submitted everything necessary and my custom equipment meets the definition in my policy and is excluded or placed into regular maintenance even if it is a performance modificationsThey have not properly followed the policy in valuing my vehicle once they do if I disagree the appraisal clause will then be needed Regards, [redacted]

October 14, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your loan with the USAA Federal Savings BankI regret any frustration you have experienced [redacted] , of our staff, confirmed that your attorney’s information has been provided to the appropriate area and that we will no longer contact you regarding the loan ending in ***Should you or your attorney have any questions, Mr [redacted] can be reached at [redacted] ***, Extension ***Thank you for allowing us to reply to youSincerely, [redacted]

March 1, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the handling of your auto claimI regret the inconvenience this situation caused you [redacted] , of our staff, completed a thorough review of the claim and determined that our total loss settlement offer was appropriateUnfortunately, Ms [redacted] was unable to reach you by phone to address your concernsShould you wish to discuss the matter, Ms [redacted] remains available to assist you and can be reached at (***) ***-USAA (***) or (***) ***-***, Extension ***Please keep in mind to use professional language when speaking with our staff We appreciate you allowing us to reply to you Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: he called me one time and I returned his call and left a voicemail for him to call me backHe never called backI'm tired of USAA and I will be looking for insurance elsewhereThey never had a problem receiving my payments but I'm having a problem with my coverage Regards, [redacted]

This person ( [redacted] ) is not a USAA member Based on the information provided I could not find a claim number associated with them If they can provide a claim or policy number, we could proceed [redacted] | Member Relations Advisor | CEO Member Relations Member and Market Insights, Enterprise Strategy and Marketing, USAA [redacted] ***Office [redacted] Fax [redacted]

August 7, [redacted] I am responding to your submission regarding your automobile insurance policyOur employees are expected to be courteous and informative, and I regret if this was not your experienceThank you for speaking with [redacted] , of our staff, who reviewed the account history and billing for your policy and explained our processes related to reissuing a policyI am glad to hear that a premium-savings adjustment was processed to lower your semi-annual premiumShould you have any questions, Mr [redacted] remains available to assist youWe appreciate you bringing your concerns to our attention and for allowing us to reply to youSincerely, [redacted]

June 18, [redacted] Dear Ms***: I am responding to your submission regarding your property insuranceOur employees are expected to be courteous and informative in order to properly assist our members with their needs, and I regret any frustration you experiencedPlease know that USAA works very hard to balance our commitment to individual members with our obligation to the association as a wholeBecause of the occupancy information we received, it was necessary for us to take the appropriate underwriting actionI understand that on June 12, 2015, all of the essential underwriting criteria were reviewed with you, and rental property insurance coverage was issued effective June 19, Ms***, our decisions and actions are not made without careful consideration, and we remain committed to our mission of serving our membersThank you for the opportunity to review your concerns and to respond to youSincerely, [redacted]

September 15, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your loan payoff from USAA Federal Savings Bank (FSB)Thank you for speaking with [redacted] of our FSB staff, who confirmed the loan payoff we sent to your prior lender on August 16, 2016, via [redacted] was cashed by that lender on August 19, I hope that your conversation with her reassured you that your satisfaction is important to us If you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted] ***

June 28, Lieutenant [redacted] ***, USA Complaint ID #: [redacted] Dear Lieutenant ***: I am responding to your submission regarding your automobile lossWe regret any frustration you may have experienced Thank you for speaking with [redacted] ***, of our staff, who reviewed your claims service experienceI hope your conversation with Ms [redacted] reassured you that your satisfaction is important to us and she remains available to assist with any additional questions you may have We appreciate you allowing us to reply to you Sincerely, [redacted]

January 13, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission about the handling of your automobile claimOur employees are expected to respond to claims communications in a timely manner, and I apologize for any frustration you may have experiencedThank you for speaking with [redacted] , of our staff, who confirmed that your concerns were addressed and resolvedShould you have any questions, Ms [redacted] remains available to assist youWe appreciate the opportunity to reply to youSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: We have fulfilled the requirements of accident forgiveness: years without an at fault accident and years as USAA customersThe last accident occurred on January 11, This was over years agoI was told the "surcharge period" began on December 25, Show me the document that proves this and also provide a document that states the accident free time starts at the surcharge period date and not at the date of the accidentI would also like to see the document that states the surcharge period began on December 25, and that that date is not just some arbitrary date that you pickedBy the logic presented to me, you could have chosen the surcharge period date as being today! I was also told that we were not customers during the whole yearsWe lived in MD until July and carried a MD auto insurance policy with USAAWhen we moved to VA in July 2013, our MD policy ended and a VA policy startedAt not time did we ever have a lapse in coverage and were covered by USAA policies continuouslyI have taken screen shots of your website and portions of our policyNo where does it state that our policy ended or that moving to a different state would make our years of no accidents any longerI've also attached a transcript of a chat I had with an agent in December Your own agent assured me we would have earned the accident forgiveness for the next policy renewal in July This is nothing more than advertisement and USAA making up the rules as you go along Regards, [redacted]

October 30, [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 $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]

September 4, [redacted] Dear Mr***: I am responding to your submission regarding the replacement cost for your [redacted] homeowners loss on January 6, Our records confirm that you filed an inquiry with the [redacted] Insurance Department (WID) regarding this matter We will respond to the WID accordingly Thank you Sincerely, [redacted]

February 1, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your December 2, 2015, homeowners claimWe regret any frustration or inconvenience you experienced as a result of this matterI understand you spoke with [redacted] , of our staff, about your claimA thorough review of your situation was completed; however, no new information was discovered to warrant a change in our coverage decisionWe analyze each loss on its own merits, and we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policyAs Mr [redacted] advised, you do have the option of having an engineer complete an inspectionIf you wish to pursue this option, Mr [redacted] remains available to assist you and can be contacted at [redacted] Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we strongly disagree with your allegations of wrongdoingThank you for allowing us to reply to youSincerely, [redacted]

I am rejecting the response for the following reason:Mr [redacted] , nothing is being addressed Please answer the questions for the public that are not being answered in your responses Also, please let the public know the things that you are saying when you call us on the phone after we respond to your unresponsive responses All of your responses are evasive The responses are not addressing the issues in public or in private contact Release the recordings and information reference this claim from May until this moment I think that the public will clearly see the issues We want to know why [redacted] called us in October stating that the check to the preferred vendor was going to be cancelled and that we could select someone else to perform the job? Ms [redacted] call to us in October was after an assessment was done by an USAA adjuster we requested because the roof was still leaking after the preferred vendor put the roof on Ms [redacted] was told that the preferred vendor would not be allowed to return to our home based on USAA’s decision to cancel the check A period of approximately months went by after the conversation and after we selected another vendorAfter repeated attempts of trying to contact Ms [redacted] to get started with the vendor we selected and talking to other representatives who could not help us, Ms [redacted] finally contacts us to explain that USAA was trying to figure out how much money they needed to pay the preferred vendor What happened between the call in October and December to make USAA decide that they were going to pay the preferred vendor and subsequently send an engineer out to try to discredit the report completed by their own adjuster? The engineer is trying to say that the leaks are occurred from the HVAC How is that possible when the HVAC system is off and not being used in the middle of winter? Explain how the same areas that were reported in May at the beginning of the claim assessed by USAA’s preferred vendor are still an issue but have been determined by the engineer’s report in January to be an HVAC problem? Explain how the HVAC is the issue? Review the assessment of the preferred vendor that was completed in May The preferred vendor was selected by USAA to assess our home Does it seem to you that they were qualified to perform the work? The issues are still here Let us know who the fault lies with We are simply trying to get our home repaired correctlyThe questions surrounding this entire issue are not being addressed and we are stuck with a house that has not been repaired properlyExplain why the questions are not being answeredBut as I stated in my previous response, USAA is conducting themselves in the same manner as the case presented by the state of Louisiana One of your representatives called to ask which case I was referring to Please follow this link [redacted] There is your answer Now answer our questionsRegards, [redacted]

January 6, 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, 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]

July 27, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your homeowners insurance claim dated June 21, I hope you found your conversation with [redacted] , of our staff, responsive to your concernsAs agreed she explained, there was no storm related damages to the homeThe water damage in the master bedroom was the result of a faulty sealant, which was attributed to wear and tear or deterioration, which are excluded from your homeowners policy Mrs [redacted] , it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we doShould you have additional questions, Ms [redacted] remains available to assist you Thank you for allowing us to reply to you Sincerely, [redacted]