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December 20, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your automobile insurance claimI 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 attorneyAs such, we have conversed with their office regarding the status of your claim and the concerns addressed in your complaint to the Revdex.comYour attorney will contact you with an update accordingly We appreciate the opportunity to reply Sincerely, [redacted]

June 27, [redacted] * [redacted] Complaint ID #: [redacted] Dear Mrs***: I am responding to your submission regarding your service experience and deposit account with USAA Federal Savings Bank (FSB)I regret any frustration or inconvenience you experiencedI understand that Mr [redacted] , of our staff, contacted you to discuss your concernsMr [redacted] refunded two $fees you incurred; however, we respectfully decline to refund you for the additional $and $charges as they were confirmed to be validIf you have any questions, Mr [redacted] remains available and can be reached at [redacted] or [redacted] , Extension ***We appreciate you allowing us to reply to youSincerely, [redacted]

July 26, Sergeant First Class Steven R [redacted] , USAR Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your second submission regarding your homeowners claim We responded to your complaint on July 14, We are unable to discuss the claim with you directly as you are represented by an attorneyPlease have your attorney contact USAA for further information regarding the claim Thank you for the opportunity to reply again Sincerely, [redacted] ***

[redacted] I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank. Thank you for speaking with [redacted] , of our staff, who accommodated your request... for a corrected affidavit and sent you an email detailing the transactions that posted to your credit card account. I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us. If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Complaint: [redacted] I am rejecting this response because:I did talk to Mark however he informed me that he doesn't have much authority to influence the total claims department - also, the issue of lack of responsiveness was never addressed Regards, [redacted] ***

June 26, [redacted] Dear [redacted] *** I am responding to your submission regarding your automobile claimWe strive to provide quality service and fair claims handling, and I regret the frustration you experienced when attempting to settle your claim Thank you for speaking with [redacted] , of our Claims staff, who addressed your concerns and explained that we will reimburse you for your out of pocket rental car expenses I am pleased to know that the payment has been issued to you Should you have any additional questions, Ms [redacted] remains available, and she may be reached at [redacted] Thank you for allowing us to reply to you Sincerely, [redacted]

October Sergeant [redacted] Complaint ID #: [redacted] Dear Sergeant ***: I am responding to your submission regarding your inability to do business with USAA Thank you for speaking with [redacted] , of our staff, who advised you that because of material misrepresentation on an automobile claim you no longer have access to USAA While we recognize that you disagree, we feel confident that the correct decision has been made We appreciate the opportunity to reply to you Sincerely, [redacted]

August 27, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your automobile loan payment situationWe regret that we did not meet your service expectations as we make every effort to ensure our members’ accounts are serviced and maintained efficiently and accuratelyA thorough review of your situation confirmed that on July 21, 2015, a $credit card payment was authorized by you and a notation was made on your accountWhen the USAA Federal Savings Bank (FSB) attempted to process the credit card payment that evening, the transaction was declined by the card issuer and the FSB did not receive the fundsBased on the loan account status and in accordance with the Notice of Right to Cure Default dated July 7, 2015, your vehicle was repossessedI understand that your vehicle has since been retrieved and your account is up to date as of this response [redacted] , of our staff, was unsuccessful in speaking with you to discuss this matter; however, should you have any questions, he remains available and can be reached at [redacted] Thank you for allowing us to reply to youSincerely, [redacted]

Revdex.com:Let me take a moment to commend the Revdex.com for their assistance is this matterI've never had an occasion to need your services in my 60+ years of doing businessBut I must tell you my first experience was outstandingMy complaint was accepted by the Revdex.com and forwarded to the business within an hours time, which to me was unbelievablePlease pass on to all my wonderful experience and my thanks for a job well doneIt's nice to know your there I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that although this resolution is not satisfactory to me, I will accept their response, at this time, as it pertains to the Revdex.com complaintI still believe it is deceptive in nature to have a policy of no membership cancellation and not make that clearly apparent in the registration processBut, if they did, I doubt very many would complete the registration process, knowing that they were signing up for lifetime membershipI have never run into anything like this in my 60+ years of doing business with hundreds of companiesTo me it is such an unusual practice that it should be made readily apparent to future registrants that they are signing up for life membershipMy thanks again to the Revdex.com for their assistance in this matter Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I did receive calls from [redacted] that I was unable to answerThe two messages that he left were identical recordings and were inaudible and, therefore, I could not determine his name or a number to reach anyone byI have since called and left a message that he has yet to return.While I understand that conclusions were made that put me liable for my owns damages, the professionalism of your staff was unacceptableDuring the claim, I was passed from auditor to auditor and told multiple things that, in the end, turned out to be falseThe damages are minor and do not hinder my daily lifeMy question to you is why I would stick with a "cut rate" insurance like yourself, paying over a hundred dollars a month for your services, when I could get the same "care" for less? And, if this were to happen again, should I expect the same outcome from your staff? If so, please let me know and this complaint will be solved immediately Regards, [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 Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because my issue has not been completely resolved Two agents with USAA are working with me, but I am displeased by the inaccuracies that existed in my file It is too soon to state that I am satisfied I appreciate that the company was quick to respond to my Revdex.com complaint The information that was repeated to me, did not match the police report or the report issued by my issuance carrier I am concerned that if I mark resolved USAA will no longer work on my claim Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: [redacted] did not pay up 1,***for an injury claim as I did not file an injury claim They paid 1,***for lost CD's and case and time missed from work They did in fact pay for replacement glasses The accident occurred on July 11, so they did not pay anything on July 9th, don't know where that date came from There has been no settlement for the value of the car or loss of use of the car The two major points of contention remain - the value of the Honda extended 125,warranty due to a rebuilt engine, the value of the rebuilt engine and the value of new tires versus "good" tires The car had over 35,miles left on the engine warranty [redacted] gives practically no value for that They also stated that they do not pay for retailer profit In other words, they expect us to accept wholesale value and we have to replace the car at retail value at a loss to us Regards, [redacted] Our records confirm that you filed an inquiry with the North Carolina Department of Insurance (DOI)As such, we responded to the DOI on August 10, 2017, with a detailed explanation and an updated status of the claimAs noted in the response, the loss settlement was extended in the amount of $14,Additionally, on July 9, 2017, a payment of $1,***was issued for your injury claim, and $was issued for your glassesAs duly noted in our response, the claim for the compact discs is still under reviewShould you have additional questions, you may contact Claims Service Manager [redacted] at (***) ***- [redacted] (***) or (***) ***-***, Extension *** Regards, [redacted] ***

February 1, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your inability to obtain an auto quote on usaa.comWe regret any inconvenience this may have caused We understand each person has a unique financial situation and that certain life events outside of his or her control may cause difficultiesIn keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain obligations with usTo the extent allowed by law, our business policy restricts certain online functionsWhile the online service of obtaining a quote is temporarily restricted to you, our representatives are available to process any transaction or assist in servicing your existing accountsI am happy to know that the new vehicle was added to your policy Thank you for allowing us to reply Sincerely, [redacted]

December 16, 2015Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] :I am responding to your second submission regarding your USAA Life Insurance policy.We responded to your complaint on December 10, While we recognize that you disagree, we feel confident that the correct decision has been made No new information has been presented that would warrant a change in our position We appreciate the opportunity to review your concerns again; however, we consider this matter closed.Sincerely, [redacted] * [redacted]

November 13, [redacted] ***Complaint ID #: [redacted] Dear [redacted] r [redacted] :I am responding to your second submission regarding the March 3, 2015, automobile claim.I am sorry for the difficulty you experienced attempting to contact Ms [redacted] Our records indicate that she left messages for you on October and October 29, 2015, at the telephone number you providedMs [redacted] also sent an email to you on October 29, 2015, to the email address referenced in your correspondencePlease know that Ms [redacted] remains available to assist you.Thank you for allowing us to reply to you.Sincerely, [redacted]

November 21, Master Sergeant [redacted] , USA (Ret.) Complaint ID #: [redacted] Dear MSG [redacted] : I am responding to your submission regarding insurance experience and your recent claims loss Thank you for speaking with [redacted] and [redacted] , of our staff, who discussed your concerns Our records indicated that Mr [redacted] discussed your insurance billing and moved your daughter’s renters insurance to your name per your request Mr [redacted] did identify a service opportunity and coaching was provided to those involved to prevent a similar occurrence Additionally, Ms [redacted] discussed your Total Loss settlement After re-evaluating your claim we identified an error in our previous valuation; therefore, a supplemental payment will be issued to you If you have additional questions, Mr [redacted] and Ms [redacted] , remain available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

August 16, Ms [redacted] * [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your July 28, automobile insurance claim I am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire membershipOur employees are expected to handle claims and return calls in a timely manner; I regret that was not your experienceCoaching has been provided to those involved to ensure other members do not have a similar experience Thank you for speaking with [redacted] , of our staff, who accommodated your requestI hope that your conversation with Ms [redacted] reassured you that your satisfaction is important to usIf you have additional questions, Ms [redacted] remains available to assist you We 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 homeowners claim Thank you for speaking with [redacted] , of our staff, about your service experienceWe appreciate your feedback and have forwarded it to the appropriate areaPer your request, we are further reviewing the claimIf you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

January 26, [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding the December claimWe regret any frustration you experienced as we strive to provide quality claims handling to our entire membershipFeedback about your situation has been shared with the appropriate partiesThank you for discussing this matter with [redacted] of our staffI am glad to know we reached an amicable settlement and payment for the claim has been madeShould you have any questions, MrCortinas remains available to assist you and can be reached at ( [redacted] ***) or [redacted] , Extension [redacted] We appreciate the opportunity to review your concerns and reply to youSincerely, [redacted]