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January 25, 2018
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your automobile insurance policy.
Thank you for speaking with Kelly [redacted], of our staff, who addressed your concerns. Please know that we conduct business in keeping...

with USAA’s core values of service, loyalty, honesty, and integrity, and we strongly disagree with your allegations of wrongdoing. Additionally, we must decline your request for compensation. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

September 18, 2015 [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding a hold that was placed on the balance in your deposit account you hold with the USAA Federal Savings Bank (FSB).  I regret any inconvenience you...

experienced.   The FSB’s Depository Agreement and Disclosures which is provided to all account holders and is available on usaa.com states, “If FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may “freeze” (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities.” Following the deposit on August 21, 2015, we initiated an investigation based on the account activity, and all deposit accounts you hold with the FSB were placed in a credits only status.  The hold was subsequently removed on August 23, 2015. Unfortunately, [redacted], of our staff, was unable to reach you to discuss the matter, should you have any questions, Ms. [redacted] is available to assist and can be reached at [redacted]
 Thank you for allowing us to reply to you.   Sincerely, [redacted]

July 20, 2015 
[redacted]
[redacted] Dear Mr. [redacted]:  I am responding to your submission regarding your experience with the handling of your July 7, 2015, automobile claim.  Our employees are expected to be informative and to attend to claims in a timely...

manner, and I regret if you were not advised that the estimate review can take up to 72 hours once it has been received.   Thank you for speaking with [redacted], of our staff, who confirmed that the dealership sent their estimate to ASI and that payment was provided to you electronically on July 10, 2015, after ASI completed their review.  Please know that we analyze each incident on its own merits and make decisions in accordance with the terms, conditions, and limitations of the policy.  As Ms. [redacted] advised, we are unable to waive the deductible for this loss.  Should you have any additional questions about this claim, Ms. [redacted] remains available and can be reached at [redacted]   We appreciate the opportunity to look into this matter and to respond to you.   Sincerely, [redacted]

[redacted]
[redacted]
[redacted]
[redacted] I am responding to your submission regarding your deposit. I regret any frustration you experienced as we strive to provide quality service. I understand you spoke with [redacted], of our staff, who explained...

what transpired with the deposit and confirmed the funds have been directed to the appropriate account. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

March 6, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your auto claim.   Thank you for speaking with [redacted], of our staff, who confirmed the car rental bill was paid in full.  I hope that your...

conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted] Tell us why here...

December 20, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile insurance claim. I regret any frustration you experienced, as we strive to provide quality service to our entire membership.
Our records...

indicate that you are represented by an attorney. As such, we have conversed with their office regarding the status of your claim and the concerns addressed in your complaint to the Revdex.com. Your attorney will contact you with an update accordingly.
We appreciate the opportunity to reply.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The issue is that there was never any request for my wife [redacted] to "call back"; much the same as she had done twice earlier in the year. She needed only one day to get the truck inspected. This is a STATE requirement! By state law the truck MUST be inspected! USAA agreed that after 24 hours it would go back into storage coverage. As usual, USAA called me and talked in circles. Useless. Again, this is not the kind of treatment I expect for my family while I am deployed to Iraq, and in particular by a company that claims to support the military. 
Regards,
[redacted]

December 2, 2015Mrs. [redacted] Complaint ID #: [redacted]Dear Mrs. [redacted]:I am responding to your submission regarding your homeowners claim and a checking account with the USAA Federal Savings Bank (FSB). [redacted], of our staff, was unable to reach you to discuss your concerns...

regarding your claim, and I understand that a settlement payment was issued to you.  If you have any questions, Mr. [redacted] remains available to assist you.  Regarding your checking account, our records indicate that consistent with the Depository Agreement and Disclosures (DAD), which is provided to all account holders when an account is opened, actions were taken on your initial deposit to offset a negative balance you had on a bank account you held with the FSB.  The DAD explains that the setoff of funds may occur at any time, without prior notice or demand, to pay any debt, whether direct or indirect, that you have with FSB.  For further details on this account, you may contact us at [redacted]  Thank you for allowing us to reply to you.  Sincerely,
[redacted]

[redacted]November 21, 2016 Mr. [redacted]Complaint ID #:  Dear Mr. [redacted]: I am responding to your submission regarding the September 14, 2016, automobile claim. Our records confirm that you filed an inquiry with the California Department of Insurance (DOI).  We will...

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

Complaint: [redacted]
I am rejecting this response because: First, I did not receive any phone call from the insurance department. I received a PROMPT phone call from the bank explaining everything and offering assistance, which the bank was not the area that I had the issue at all. Secondly, I find it HIGHLY ironic that EVERY SINGLE phone call made to and from this business was documented, with the exception of the ONE phone call that caused this whole issue in the first place. I have said over and over again that the agent that I spoke with informed me that he COULD cancel the payment that was scheduled for the 16th, telling me that it had not yet hit. It is not my job to know what is going on behind the scenes at someone else's place of business. It is my job to ask questions and then respond accordingly. I WAS told that he would be able to cancel the payment and that the only payment that was being scheduled was the payment for $350. And that he was scheduling that payment FOR THE EIGHTEENTH and that it would draft on the NINETEETH since the EIGHTEENTH was a Sunday. We went over this NUMEROUS times because I did not want any mishaps to occur. It is ONLY because that payment of over $1,000 tried to come out before the payment that I scheduled with the agent, that the payment was returned. Not only this, but I WAS told, even though my account was negative and I kept insisting that the $350 WOULD be returned due to my account being overdrafted, that I did NOT have to worry and that the representative had "JUST SPOKE WITH THE AND HAD CONFIRMED THAT THE PAYMENT FOR $350 CLEARED. AND THAT I DID NOT HAVE TO WORRY ABOUT MY POLICY CANCELING". Additionally, when I called back in later to make another payment for $350, that agent told me, VERBATIM, that "WITH THIS PAYMENT, MY POLICY WOULD NOT LAPSE." And judging by the dates, it had already done so. If I was told that the $350 payment would not keep my policy from canceling, WHY IN THE WORLD WOULD I PROCEED WITH THE PAYMENT????? And why would I call to have my money refunded to me after the fact???   I have been VERY communicative throughout this whole process and been transparent regarding the fact that my family and I were going through tough times. That hardly strikes me as someone that is not trying to take care of their business. As previously stated, I find it VERY ironic that the one most important phone call to my side of this issue was, "unable to be retrieved ". But, I will be proceeding with a lawyer on this issue and, along with a few others that have experienced similar issues, will be escalating this since I can't get anywhere trying to work with the company. 
Regards,
[redacted]

September 12, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]
I am responding to your submission regarding the handling of your automobile insurance premium payments.
[redacted], of our staff, conducted a thorough review of your account. A review of the recorded call...

revealed that you were advised that changing the date to August 31st would result in a double billing on August 28th since the one-time payment and automated payment would post on the same date. As such, our investigation determined that a refund was not warranted as premium was owed. Should you have any further questions, Mr. [redacted]   remains available to assist you.
We appreciate the opportunity to address your concerns.
Sincerely,
[redacted]

January 31, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your auto insurance billing experience. I regret any frustration this matter caused you.   Thank you for speaking with [redacted], of our staff,...

who discussed that as a courtesy, a payment arrangement was set up and no payment will be due in January.  The balance will bill in equal payments beginning in February.  In regards to your concern about phone call recordings, please know that we act in accordance with our core values of service, loyalty, honesty, and integrity; and we respectfully deny your allegations of wrongdoing. Additionally, due to system limitations we decline your request to record all of your correspondences with us.  Finally, we believe our members share an equal responsibility to manage their policies and to notify us when a change occurs.   I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us; however, if you have additional questions, she remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because it does not address the company's lack of complliance in replacing/reimbursing my personal property that did not return to its pre-fire condition, as per the language within our policy. Trying to minimize our loss in order to gain revenue for the company is unethical and in accordance with our policy illegal. This process has been ongoing for 5 months, andthe responses we have received from [redacted] and [redacted] have been void of any apparent need to assist a decade long customer. When this process has been completed we will change insurance carriers, and I will speak out against the deplorable services conducted by this organization who claims to support the military and veterans who have served.Recently I have viewed many complpaints about USAA and feel that there ma be the opportunity to pursue a class action suit against the company for acting in bad faith on behalf of their customers. This has certainly proven to be a bad faith situation for me and my family.
Regards,
[redacted]

[redacted]
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[redacted]
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[redacted]
I am responding to your submission regarding the funds you deposited via USAA Easy Deposit.  I apologize for the frustration you experienced as we strive to provide quality service to our entire...

membership, and feedback about your situation has been shared with the appropriate areas. 
Thank you for speaking with [redacted], of our staff, who explained the remote deposit capture services available to you and confirmed that the deposit correction was completed on April 12, 2016.  Should you have any additional questions, Mr. [redacted] can be reached at [redacted]
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am not satisfied with seeing a collision on my record PERIOD! There was no collision, I hit a pothole! When you look at my record you see "2005 BMW 325I 4D —Loss Type: Collision —Loss Date: 02/15/2017". I want that removed please! I understand that IF you look deeper into the "CLAIM" you see it is "Report Only"Status of Claim(Opens Pop-up Layer)Report OnlyUSAA Number(Opens Pop-up Layer)[redacted]Loss Date02/15/2017Type of ClaimAutomobile: Collision —Object in roadInsured Vehicle2005 BMW 325I 4D Location of LossSpokane, WAbut that is only after you open the claim. I was told that [redacted] must have not meant to actually file the claim but just put remarks. So USAA admitted the mistake and I want it reversed. I so appreciate your cooperation here.
Regards,
[redacted]

January 23, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your December 27, 2016, automobile insurance claim.
Our records confirm that you filed an inquiry with the Missouri DOI. We will respond to Missouri DOI...

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

August 3, 2017 Lieutenant Colonel [redacted] Complaint ID #: [redacted]
Dear Colonel [redacted]: I am responding to your submission regarding the June 3, 2017, automobile claim. Our records confirm that you filed an inquiry with the Nevada Division of Insurance. We will respond to the Nevada Division...

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

**. [redacted]
Complaint ID #: [redacted]
Dear **. [redacted]:
This is in response to your letter received January 26, 2016, regarding the inquiry filed by [redacted] concerning the settlement value associated with an automobile loss occurring December 30, 2015. 
We have completed...

a review of the loss and confirm we accepted liability for the damage caused by our insured.  Our inspection of **. Deyager’s 2010 Dodge Caravan determined the vehicle to be a total loss.  A rental vehicle was made available for **. Deyager’s use during the inspection process.  **. Deyager initially disputed our actual cash value settlement offer and her complaint was escalated for review. 
On January 27, 2016, **. Deyager accepted our owner-retained settlement offer. However, on January 28, 2016, **. Deyager notified us that she had decided to decline the offer and would file a claim for her loss through her own carrier.  We are currently awaiting subrogation from the adverse carrier.
**. [redacted], we appreciate the opportunity to respond.
Sincerely,
[redacted]

October 6, 2015 [redacted]
[redacted]
Dear Mr. [redacted]: I am responding to your submission regarding your August 26, 2015, automobile claim. [redacted], of our staff, was unsuccessful in his attempts to reach you to discuss your concerns. However, he confirmed that...

check payments were issued to your lien holder and to you on September 18 and September 21, 2015, respectively, and that both payments have cleared. Should you require any additional assistance, Mr. [redacted] can be reached at [redacted] or [redacted], Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

May 9, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your second submission regarding your automobile claim.
Thank you for speaking with [redacted], of our staff, who confirmed the diminution in value will remain as no new information has been presented that would warrant a change in our position.
Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, therefore; we respectfully disagree with your allegations of wrongdoing.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]