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Sergeant First Class Steven R [redacted] , USAR Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding your homeowners claimWe are aware that you are represented by an attorneyThe adjuster is working with your attorney to bring this claim to an appropriate resolutionThank you for the opportunity to replySincerely, [redacted] ***

February 15, [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your second submission regarding a fraud investigationAccording to the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, "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." As such, an investigation was initiated, and the joint savings account you shared with Staff Sergeant DeAngelo JCarr was placed in a credits-only status in November It is important to note that the status of your individual checking account was not changed or restrictedOur records reflect that, in accordance with the DAD, the funds in the joint savings account were used towards a debt that you or the joint account holder has with the FSB, and then the account was closedShould you have further questions, [redacted] ***, of our staff, remains available to discuss your joint savings account with youWe appreciate the opportunity to review your concerns again; however, with the absence of any new information, we consider this matter closedSincerely, [redacted]

August 21, Ms [redacted] * [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your homeowners insurance policy with USAA Thank you for speaking with [redacted] , of our staff, concerning your service experienceIf you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

June 16, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your April 21, 2017, theft claim I understand that [redacted] and [redacted] ***, of our staff, were unable to reach you to address your concerns Should you wish to discuss this matter, please contact Ms [redacted] or Ms*** We appreciate you allowing us to reply to you Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: We have tried to contact you, but you were busy when we calledAgain if the Colorado law states that we can only have the rental car for three days past the settlement offer, then your company should send the check within those three days, not six days laterAlso you should not offer a settlement before you have the paperwork to assure you that the car in your possession.Regards, [redacted] Regards, [redacted]

September 11, [redacted] Dear [redacted] : I am responding to your submission regarding your inquiry concerning your homeowners policy coverage, and I apologize for any frustration or inconvenience you experiencedThank you for speaking with *** ***, of our staff, and for explaining the intent of your inquiry when you initially called USAA on August 11, 2015, As Ms [redacted] explained, an opportunity was identified with the handling of your coverage question and coaching was provided to those involved to prevent a similar occurrenceMs [redacted] confirmed your account has since been updated appropriatelyShould you have any further concerns, Ms [redacted] can be reached at [redacted] Thank you for allowing us to reply to youSincerely, [redacted]

January 22, Mr [redacted] ***Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding the July 12, 2017, auto claim [redacted] ***, of our staff, was unsuccessful in reaching you to discuss your concernsMs [redacted] reviewed the diminution in value (DIV) claim, including the third-party appraisal report She noted the report included a pre-loss and post-repair value, but did not explain by what process or manner the post-repair value was determined A Claims Service Manager confirmed that the report contained no new information that would affect the DIV settlement amount previously offered If you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to youSincerely, [redacted]

June 15, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your second submission regarding your automobile claim I understand [redacted] ***, of our staff, was able to follwith you and confirmed your repairs are scheduled for June 19, If you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

September 29, Sergeant [redacted] Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank and I regret a frustration this matter may have caused Thank you for speaking with [redacted] , of our staff, who discussed your concerns Our records indicate that your transfer was completed on September 19, In addition, all research fees have been refunded If you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

November 4, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding the October 11, 2016, automobile claim A thorough review of your situation was completed and our records reflect that a payment for the estimated repairs was issued on October 19, 2016, and a reservation for a rental vehicle was secured on the same dayFurthermore, a payment was issued to Enterprise Leasing to cover the rental expenses on November 3, Your allegations of delays in the claim handling are unfounded We appreciate the opportunity to reply Sincerely, [redacted]

May 17, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] I am responding to your submission regarding your December 2, 2016, automobile claim Alan [redacted] , of our staff, was unsuccessful in his attempts to reach you to discuss your concerns Mr [redacted] conducted a thorough review of your claim and while we recognize you disagree, we feel confident that the correct decision has been made Please refer to our letter dated April 6, 2017, for details, or if you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: In order to be involved in something you must be knowingly and actively participating in the actual action I was not involved in fraudulent activity, as you so put it, because I was unaware of the whole situation Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: It is not a response at all to the complaint made with the Revdex.com, a separate entityUSAA makes certain claims as to its business practices through its motto, "We know how to serve"USAA must be held accountable to honor its claims.Your non response is typical of USAA circumventing its responsibilities and its practice of poor communicationIt is these two deficiencies in USAA practices that have created the impasse we now experience.USAA made a promise to do somethingUSAA was negligent in carrying out that promiseThe result was damage to my vehicle and now to my person for the continues delays in USAA owning up to the obvious Cordially, [redacted] [redacted]

October 21, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the automobile claim, and we regret any frustration or inconvenience you experienced as a result of this matter We analyze each loss on its own merits, and we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy Thank you for speaking with [redacted] ***, of our staff, who explained the supplement process if additional accident related repairs are needed, as well as the use of Quality Recycled Parts (QRP) The QRP warranty is at the bottom of the estimate you were provided Based on the date you will be taking your vehicle to the shop, a rental reservation has been set up Ms [redacted] also verified the estimate would be revised to remove the front bumper damage that you confirmed was not accident related While it’s clear we didn’t provide the level of service you deserve, we respectfully disagree with your allegations of wrongdoingIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

May 20, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your automobile claim Our records confirm that you filed an inquiry with the Florida Department of Financial Services We will respond to the Florida Department of Financial Services accordingly Thank you for the opportunity to reply Sincerely, [redacted]

October 21, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the restrictions placed on your accountsI apologize that we did not meet your service expectations as we make every effort to ensure our members’ accounts are serviced and maintained efficiently and accuratelyWe regret any frustration or inconvenience this situation caused you When we discover that matters have not been handled to a member’s satisfaction, we appreciate the opportunity to review our actions and to resolve the situation, as you allowed us to doAfter a thorough investigation of your concerns, all restrictions have been removed and full access to all your accounts has been reinstatedWe were unsuccessful in our attempts to reach you by phone to advise you of our actionsNonetheless, should there be additional questions regarding this matter, please contact [redacted] at [redacted] or [redacted] , Extension *** We appreciate the opportunity to review this matter and to respond to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: USAA has not provided a valid response and refuses to pay a valid claim Regards, [redacted] ***

December 17, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted] :I am responding to your submission regarding a deposit hold. Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB). We will respond to the CFPB accordingly.Thank you for the... opportunity to reply. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: USAA has incorrectly reported to the credit bureau since the debt has been paid in full Regards, [redacted]

August 30, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] I am responding to your submission regarding your automobile claim, and I regret any frustration this situation caused you Thank you for speaking with [redacted] ***, of our staff, who addressed your concerns about the liability decision as well as the total loss settlementIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***