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March 27, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your second submission regarding the December 24, 2017, auto claim [redacted] of our staff, spoke with you and confirmed your vehicle was inspected on March 23, The coverage investigation is ongoing at this time, and we ask that you continue to work closely with your adjuster until the claim is brought to the appropriate resolution If you have additional questions, Mr [redacted] remains available to assist you We appreciate another opportunity to reply to you Sincerely, [redacted]

December 28, Lieutenant Colonel [redacted] , USAF (Ret.) Complaint ID #: [redacted] Dear Lieutenant Colonel [redacted] : I am responding to your second submission regarding the August 30, 2017, debt protection claim with AssurantI regret you had to write again regarding this matter As [redacted] ***, of our staff, indicated in his email to you on December 28, 2017, Assurant has agreed to approve the claim once the statements are reviewed and payment details are confirmedPlease feel free to follow up with Assurant to confirm the payment dates and to obtain an updated status on their progressIt is important to note that Assurant will not honor future claims of this typePlease refer to the Debt Protection plan for details relating to unemployment Mr [redacted] remains available to assist you if you have additional questionsThank you for another opportunity to reply Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The mechanical damage to vehicle was caused by the tow truck driver that USAA contracted to move the vehicle from my driveway to a car repair shopI advised tow truck to NOT start the vehicle, he ignored my request and drove it onto the truckUSAA's affiliate requested photographs of the engine to determine the condition of said engineThe engine needed to be disassembled by the repair shop for them to provide the photographs and I was told they would pay for the cost incurredThey have refused to pay for the cost of obtaining the photographs that they demandedUSAA has dragged this investigation out for months I was a commissioned officer in the U.SArmy with years of total service and I have never been treated so poorly Regards, [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 theI 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 letterA SIMPLE phone call would have reached me and my number is on file with USAAnow 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 vehicleAnd I never changed it and it renewals automatically every months so it should of automatically renewed to full coverage that was on it when I bought the vehicle WITH A LOAN through USAAand the loan department let's them change the insurance like thiswithout having my approvalI 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 approvalI want this fixedand I want USAA to pay my loan off and I will be satisfied with the issueif 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 memberI owe $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 door else they will lose several thousands of dollars from future customers Regards, [redacted]

February 1, Specialist [redacted] , USA (Ret.) Complaint ID #: [redacted] Dear Specialist [redacted] : I am responding to your submission regarding your auto insurance policy Thank you for speaking with [redacted] , of our staff, who discussed the outstanding balance on your account and explained our policy regarding website access USAA representatives are available to assist you with any transactions you are unable to complete via the mobile application Should you wish to discuss this matter further, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

December 20, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] I am responding to your submission regarding your brokerage account Thank you for speaking with [redacted] , of our staff, who confirmed you electronically signed the Consent for Electronic Delivery when you established your account in and all documentation has been delivered by this method since that timeOur records show we sent notifications in August and November 2017, indicating that your account was at risk for closureAs no action was taken, your account was liquidated and we sent a check to your address on fileIf you have any additional questions, Ms [redacted] remains available to assist you Thank you for allowing us to reply to you Sincerely, [redacted] USAA means United Services Automobile Association and its affiliatesAccounts are introduced and brokerage services provided by USAA Financial Advisors, Inc(FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPCClearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC

February 11, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your checking account and renters insurance policyI regret any frustration or inconvenience you experienced as a result of these mattersA thorough review of your checking account was conducted by [redacted] of our bank staffMs [redacted] closed the account and mailed an official check to you for the remaining balanceTo open a new checking account, please contact Ms [redacted] at [redacted] or you may go online at [redacted] In addition, [redacted] , of our policy services staff, attempted to contact you to discuss your renters policyMs [redacted] cancelled your renters policy and stopped the automatic payments as you requestedThank you for allowing us to reply to youSincerely, [redacted]

February 28, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your automobile insurance claim Our records confirm that you filed another inquiry with the Ohio Department of Insurance (DOI)We will respond to the DOI accordingly Thank you for the opportunity to reply Sincerely, [redacted]

July 19, Private First Class [redacted] , ARNG Complaint ID #: [redacted] Dear Private First Class [redacted] : I am responding to your submission regarding your automobile insurance policy I regret any frustration or inconvenience you experienced as a result of this matter Thank you for speaking with [redacted] ***, of our staff, who reviewed your account Based on Mr***’s findings, he determined that multiple attempts were made to contact you for your automobile insurance payment Our records indicate that after payment was not received, a nonpayment cancellation notice, effective May 28, 2016, was mailed to you on May 4, When we spoke to you by telephone on June 7, 2016, we advised you that the policy had been canceled on May 28, 2016, due to nonpayment Although your feedback has been shared with the appropriate area, we are unable to assist with your request Private First Class [redacted] , we respectfully decline your allegation of any wrongdoing Should you have any additional questions, Mr [redacted] remains available to assist you and can be reached at [redacted] or [redacted] , Extension *** 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 However, I would like to note that this behavior seems to be a pattern with this USAA (per my online research) and I feel USAA is threatening and extortive in its methods and practice Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The fact that your credit union took longer than any credit union we have ever dealt with, to supply us with debit cards, which since you do not have any actual branches for us to go to, to withdraw money, is the only way for us to access our money, is extremely unacceptable and your company needs to find a way to rectify that situation so that future customers are able to pay their bills in a timely manner unlike we wereAlso an apology needs to be made to my husband and myself for the THREE times we were hung up on by your customer service reps Regards, [redacted]

Tell us why here...July 20, Mr [redacted] * [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your customer service issuesI apologize for any frustration or inconvenience you experiencedProtecting the security of our members’ accounts is our top priorityOn May 7, 2016, we determined you were a victim of an account take over and on May 15, 2016, we enabled an additional level of authentication for security purposesAdditionally, USAA does not use a third party authentication company, all call centers are manned by USAA employeesThank you for speaking with [redacted] ***, of our staff, who thoroughly reviewed your concerns and who confirmed the delivery date of your new credit cardI hope that your conversation with Ms [redacted] reassured you that your satisfaction is important to usAlso, we respectfully decline your request for compensationIf you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to youSincerely, [redacted] ***

[redacted] I am responding to your submission regarding your automobile claim I regret any frustration you experienced as our employees are expected to respond timely to our members Please know that we have provided coaching to those involved to prevent a recurrence We also confirmed that on March 10, 2016, we advised you of the rental time period for your claim, and as such, we respectfully decline your request to pay for additional rental charges I understand that Sylvia Castellano, of our staff, contacted you about your concerns and that she remains available to assist you should you have any other questions We appreciate the opportunity to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I filed a complaint and requested a review after USAA issued a payment of 1,I feel this is payback for filing a complaintI will not stand for itNow I am checking my cars and house for any claims before I start shopping for new insurance Regards, [redacted]

July 2, [redacted] Dear Mr [redacted] : I am responding to your submission regarding the fraudulent charges on your USAA American Express® credit card We strive to provide quality service to our entire membership, and I apologize that you had to contact us more than once to address this matter Thank you for speaking with [redacted] , of our staff, who reviewed the account activity with you and uncovered five additional fraudulent transactions A total of $was credited to your credit card account on June 23, 2015, for the charges you incurred Should you have any additional questions, Ms [redacted] can be reached at [redacted] We appreciate the opportunity to review your concerns and respond to you Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

August 28, Ms [redacted] ***Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding the combined billing of your automobile, renters, and valuable personal property insurance policiesThank you for speaking with [redacted] ***, of our staff, who reviewed the policies and confirmed that your current monthly billing statement is accurate I understand that Mr [redacted] provided you with his direct contact information, and you agreed to follow up with him on September 1, 2017, to discuss your next paymentMr [redacted] remains available to assist you should you have any additional questions regarding this matterWe appreciate you allowing us to reply to you Sincerely, [redacted]

March 13, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding the disputed diminution in value (DIV) associated with the August 12, 2016, automobile claim Thank you for speaking with [redacted] , of our staff, who thoroughly reviewed your concerns and the claim documentsAs Mr [redacted] confirmed, there was no evidence to substantiate the DIV provided by your appraiser, and the DIV will be upheld based on USAA’s methodologyHence, we respectfully decline your request for a change in DIVAdditionally, our records indicate the claim was handled promptly, with precision and professionalism Mr***, please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrityWe appreciate you allowing us to research your situation and reply to youShould you have any further questions, Mr [redacted] remains available to assist you Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] listened to my complaint and took appropriate steps to resolve the issueI find that this resolution is satisfactory to me Regards, [redacted]

[redacted] I am responding to your submission regarding your USAA checking account Thank you for speaking with Michael Rico, of our staff, who processed a credit for the overdraft charges MrRico remains available to assist you in obtaining the credit balance of your account, and he can be reached at [redacted] We appreciate you allowing us to research and resolve this issue and apologize for any inconvenience Sincerely, [redacted] ***

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