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October 17, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding the automobile claimThank you for speaking with [redacted] , of our staff, who discussed your concerns I am sorry to hear about the frustration you recently experienced as we strive to provide quality claims serviceOur 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 Our records indicate a liability determination has been reached, and payment has been issued for your vehicle repairs If you have additional questions, Mr [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted] ***

March 4, Mr [redacted] Complaint ID #: [redacted] Dear Mr**: I am responding to your submission regarding your automobile claim Our employees are expected to be responsive, and I regret that this was not your experience Your situation was shared with the appropriate parties based on your feedback Thank you for speaking with [redacted] ***, of our staff, who addressed your concerns and provided you with the status of your claim If you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

October 15, [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your USAA Secure Checking accountOur records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB) about this matterWe will respond to the CFPB accordinglyThank you, [redacted]

January 11, Master Sergeant [redacted] , USAF (Ret.)Complaint ID #: [redacted] Dear Sergeant [redacted] I am responding to your submission regarding your February 18, 2016, rental property claimDue to privacy laws in your state [redacted] , of our staff, reached out to you directly to address your concerns Should you wish to discuss the matter further, 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 reached back out to USAA customer service representative [redacted] at the phone number she left me and she (nor anyone else from USAA) has returned my callAs stated in my letter to USAA's CEO and my messages to USAA customer service, I would like to know what action USAA will take to ensure adequate customer service for its customers in the futureI have asked for this multiple times, and none of the limited correspondence that I have received from USAA has addressed thisI have decided to leave USAA based on being lied to multiple times by USAA customer service representatives in regards to my claim in and how it was being handled, the incompetence of the agents assigned to my claim, having no action taken on my claim over six months, being treated unprofessionally by USAA customer service representatives, and having to file a claim with the Revdex.com to get any response from USAA in regards to the customer service that I received both during my claim and while inquiring about customer service going forwardI was willing to continue with the company if USAA could ensure adequate, courteous, and professional customer service going forward, but have been continually brushed off by the companyThis is absolutely unacceptableMy family and many friends in the military community who are currently USAA members eagerly await USAA's response in regards to (a) what went wrong (and continues to go wrong) with the (lack of) customer service that I received from June 2014-present, and (b) what action USAA is going to take to ensure that its customers receive honest, professional, and good customer service going forward (which was, unfortunately, in no way my experience) Regards, [redacted] ?

Complaint: [redacted] I am rejecting this response because: Records from USAA clearly state that the original inspector was directed to re-inspect and revise the original estimateThe original inspector also contacted me personally by phone that he and a "real" roofer would re-inspect my roof and revise his estimateHe nor the roofer ever showed up; but days later the estimate was revisedLooks like the 1st question was answered incorrectly (see written responses from USAA representatives)! What ever happened to the other questions USAA was requested to answer? It has taken USAA quite some time to come up with an incorrect answer to the 1st question; perhaps this matter will be addressed and all questions correctly answered sometime before the spring rains come! Regards, [redacted]

August 4, Petty Officer, First Class Willis ***, USN Complaint ID #: [redacted] Dear Petty Officer ***: I am responding to your second submission regarding your April 12, 2017, automobile claim Thank you for speaking with [redacted] , of our staff, regarding the status of the claimAs he explained, once the investigation is completed, a final determination will be made on coverage and you will be advised accordinglyLikewise, once our investigation is completed, we will decide if reimbursement for the rental vehicle is warranted Thank you for another opportunity to respond Sincerely, [redacted]

December 22, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the handling of your automobile claim, and I regret the frustration this matter caused you Thank you for speaking with [redacted] , of our staff, about your concernsIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

December 1, 2015Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] r:I am responding to your submission regarding your auto insurance policy premium We regret any misunderstanding with the pricing of your policyThank you for taking the time to speak with Diana [redacted] , of our staff, regarding your concerns I understand she was able to explain how your premium will be billed in monthly installments and that the Kentucky tax surcharge is included only in your first bill As Ms [redacted] advised, the premium for your policy is accurate for the coverage being provided If you have any additional questions or would like to discuss possible payment options, Ms [redacted] remains available to assist you.I appreciate you allowing us to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Regards, [redacted] did get a hold of me and he was very indifferent and rudeHe simply stated the diminished value is what it isI told him that I have received a formal and thorough diminished value appraisal from the Hillsborough county court appointed diminished value adjuster Mr [redacted] Mr [redacted] advised me (as well as research I've done on my own) that USAA's method for establishing diminished value is not accepted or recognized by the state of FLI have submitted his appraisal via email to USAA for review and considerationMr [redacted] 's legal method which will be upheld by the courts has established the diminished value at $7,870.00If USAA does not agree with this amount and send me a check, I will be suing your insured party (Mr [redacted] ***) directly in county court for this amount as well as associated court cost and legal feesWhen I explained this to [redacted] he simply stated (do what you feel you have to) with complete indifference.I am not trying to get something I'm not owedHowever I have numerous people in the industry telling me $is a joke, and was established by an illegal or even fraudulent formula not recognized by FLAlso, I have an independent neutral 3rd party using the correct formula that is recognized by FL, coming up with $7,All of this tells me USAA is trying to defraud me out of the true diminished value.Therefore I have no hesitation to pursue a law suit if necessary as I know this true diminished value will be upheld in court.- [redacted]

September 7, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your March 29, 2017, homeowners claimI regret any frustration you experienced as we strive to provide quality service to our entire membership We analyze each loss on its own merits, and we are responsible for making decisions in accordance with the terms of the policyAs such, our records indicate that payments for the repairs were payable to the appropriate partiesPlease know that it is not ***’s responsibility to ensure the proceeds are used as intendedConsequently, this is now considered a civil matter, which [redacted] cannot resolveMs [redacted] , it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we doWhile we recognize that you disagree with our position, we are confident that the correct decision has been made If you have additional questions regarding this mater [redacted] s, of our staff, is available to assist youShe can be reached at (***) ***- [redacted] (***) or (***) ***-***, Extension *** We appreciate you allowing us to reply to you Sincerely, [redacted]

April 6, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs***: I am responding to your submission regarding the March 2, 2018, homeowners claim We regret any frustration or inconvenience you may have experienced Thank you for speaking with [redacted] [redacted] , of our Claims staff, who ensured that your feedback was shared with the appropriate parties I understand you advised Mr [redacted] that you would wait for the reissued check to arrive by mail, rather than having it canceled and resent via expedited delivery If you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

February 10, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs***: I am responding to your second submission regarding your deposit account with the USAA Federal Savings Bank As we advised in our response to you dated January 29, 2016, we would respond to your inquiry with the Consumer Financial Protection Bureau (CFPB) Our records indicate that we answered your CFPB submission on January 28, We appreciate the opportunity to reply to you Sincerely, [redacted]

February 2, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] I am responding to your second submission regarding your auto claim Our records indicate that you have spoken with Mr [redacted] about your concernsPlease be assured that Mr [redacted] remains available to assist you with any further questions We appreciate you allowing us another opportunity to review this situation Sincerely, [redacted]

February 13, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your auto glass replacement claimThank you for speaking with [redacted] , of our staff, who advised that Safelite has made multiple attempts to contact you As Mr [redacted] r explained, Safelite would need to inspect the glass before proceeding further If you have additional questions, Mr [redacted] r remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted]

August 9, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your automobile claim I regret any frustration you may have experienced as a result of this matter Thank you for speaking with [redacted] [redacted] , of our staff, who discussed your concerns I hope that your conversation with Ms [redacted] reassured you that your satisfaction is important to us Our records indicate that you accepted the settlement that USAA offered for your total loss vehicle and you were advised as to how the settlement was calculated In addition, Ms [redacted] identified an opportunity with our towing system and our attempts to reach you regarding your claim, and coaching was provided to those involved to ensure other members do not have a similar experience If you have additional questions, Ms [redacted] remains available to assist you She can be reached at [redacted] or [redacted] extension *** We appreciate you allowing us to reply to you Sincerely, [redacted]

November 1, Chief [redacted] , USN (Ret.) Complaint ID #: [redacted] Dear Chief [redacted] : I am responding to your submission regarding homeowners insurance wind and hail deductible Thank you for speaking with [redacted] , of our staff, who discussed your concerns As she discussed, the 2% deductible on damage from wind or hail is the standard deductible that USAA offers in your area Our research indicates that the 2% deductible has been in place since the inception of the policy in USAA believes that our members share a responsibility to review their policy paperwork for any concerns or questions that may arise If you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

September 12, 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 accountA 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 dateAs such, our investigation determined that a refund was not warranted as premium was owedShould you have any further questions, Mr [redacted] remains available to assist you We appreciate the opportunity to address your concerns Sincerely, [redacted]

January 7, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your auto claimOur records confirm that you filed an inquiry with the South Carolina Department of Insurance (DOI)We will respond to South Carolina DOI accordinglyThank you for the opportunity to replySincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is almost satisfactory to me This has been a very lengthy process and frustrating but hoping for a positive outcomeClaim adjusters are hard to track down and days before response to voicemails but their generally attentive when they do return phone calls Regards, [redacted]