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Complaint: [redacted] I am rejecting this response because: There are material inaccuracies in the letter I received from USAA and the Total Loss Claim from USAA that affect the value of the vehicle that has been totaled by the driver who was/is insured by USAA The settlement offered by USAA does not adequately compensate me for the loss of the vehicle Nor does it address the fact that it has been over days since the accident and I have been unable to use the vehicle, or replace it, because USAA has failed to resolve this issue Regards, [redacted]

August 9, Sergeant [redacted] * [redacted] , USAF (Ret.) Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding your homeowners claim I regret any frustration this may have caused you Unfortunately, [redacted] , of our staff, was unsuccessful in her attempts to reach you by telephone and would like the opportunity to discuss this matter with you Our records indicate that additional information is needed to warrant a change in the settlement of your claim Once the information requested is received, we can evaluate the claim further In addition, Ms [redacted] identified a service opportunity and coaching was provided to those involved to ensure other members do not have a similar experience If you have any 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]

December 18, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your automobile claim, and I regret any frustration this matter caused you Thank you for speaking with [redacted] of our staff, and confirming that your concerns have been addressedPlease 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 discriminationIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

February 23, First Sergeant [redacted] ** [redacted] , ARNGComplaint ID #: [redacted] Dear First Sergeant [redacted] : I am responding to your submission regarding your homeowners claimChristopher [redacted] , of our staff, contacted you to address your concerns with the claim In his review, Mr [redacted] identified opportunities in the claim handling and communicationThese were addressed with the appropriate areas An investigation was initiated to clarify what caused the roof leaks An engineer inspection was completed and provided to you outlining the findings We confirmed that the portion of the roof installed by our preferred provider was properly installed, and the untouched section of the roof was a source of intrusion due to improper installation from a prior roofing contractor While we understand you continue to disagree, we are confident that the correct decision was made If you have additional questions, Mr [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted]

January 6, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted] : I am responding to your submission regarding your credit card account. I regret the frustration you experienced as we strive to provide quality service to our membership. Please know that your situation was shared with the... appropriate areas based on your feedback. As you know, USAA Bank is moving to Visa, which allows us to offer better products and services in an effort to continuously provide competitive benefits to our members. Our records indicate that we sent you an email on October 31, 2015, notifying you of the upcoming changes and the date you would receive your new Visa card. Thank you for speaking with [redacted] ***, of our staff, to address your concerns and who confirmed that you have 90 days from the account closure to redeem your rewards points. Consequently, you received a credit of $1,044.00 after redeeming your points, and a refund check was mailed to your address of record. Please know that the USAA Bank acts in accordance with regulations as well as with our core values of service, loyalty, honesty, and integrity, and we deny any allegations of wrongdoing. If you have any further questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

November 16, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your USAA Savings Bank credit cardI regret any frustration this matter may have caused you [redacted] , of our staff, was unable to reach you to discuss your concerns; nonetheless, he reviewed your account thoroughly Mr [redacted] determined that USAA acted appropriately in contacting your spouse, and your feedback regarding the delay in receiving a call back from a manager was forwarded to the appropriate areas We respectfully decline your request for compensation, as no bank error occurred Please note that as of November 15, 2017, your account remains $over the $1,credit limit If you have any additional questions, Mr [redacted] remains available to assist you We appreciate the opportunity to reply to you Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

January 28, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your eligibility for USAA products and servicesWe regret any frustration you may have experienced as we strive to provide quality service and accurate information to our entire membershipThank you for speaking with [redacted] ***, of our staff, who clarified that our business policy, to the extent allowed by law, prohibits USAA Bank (Bank) and its affiliates from doing business with a member who has caused the Bank to suffer a financial loss due to a bankruptcyThis restriction is in place for seven years from the bankruptcy filing dateHowever, as Mr [redacted] advised, you are eligible for non-Bank products and services, including property and casualty insuranceI understand that you declined to quote any property and casualty insurance products when you spoke with Mr [redacted] on January 7, Should you wish to obtain information regarding non-Bank products or services, please contact us at [redacted] We appreciate you allowing us to review your concerns and to clarify our positionSincerely, [redacted]

November 1, [redacted] Complaint ID #: [redacted] Dear Mrs***: I am responding to your submission regarding the October 20, 2016, automobile claim Our records confirm that your spouse, Mr [redacted] ***, filed an inquiry with the North Carolina DOIWe will respond to the North Carolina DOI accordingly Thank you for the opportunity to reply Sincerely, [redacted]

July 17, Sergeant [redacted] , USA Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding the handling of your June 20, 2016, renters insurance claimThank you for speaking with [redacted] , of our staff, who addressed your concernsAs discussed, we will review any further documentation provided upon receiptIf you have additional questions, Mr [redacted] remains available to assist youWe appreciate you allowing us to reply to youSincerely, [redacted] Tell us why here

Complaint: [redacted] I am rejecting this response because:aUSAA's insured owner of vehicle could be identified by eye witnesses on the day of the accident.bKilleen Police Dept received vehicle owner information from USAA insured.cvehicle was not reported stolendPicture of vehicle with license plate information was taken by witness and provided to Killeen Police on day of accident.eOn the day of the accident (after which the USAA insured fled the scene in violation of Texas law) I provided USAA with all pertinent information to include identification of vehicle owner who is insured by USAA.fAs each day passed after the accident I contacted USAA by phone or by emails, which were ignoredPhone contacts told me they had to wait days after the accident for the driver/owner/insured to contact them to report the accident.gAlthough I had full identification of the driver/insured, I was reluctant to call the driver/insured.hFinally after more than weeks, I called the driver/insured and had a lengthy conversation with himI then called USAA and finally....a USAA representative asked if I would mind if the USAA rep tried calling the driver/insured since I had just spoken with himAfter about minutes on hold, the USAA rep returned to the phone and advised he had spoken with the driver/insured and that USAA was going to cover my claim.iI do not believe there were any attempts to contact the driver/insured prior to this time.jAs a result of this "fleeing the scene of an accident" incident, I have driven approximately miles to request and pick up police reportsI have taken personal time to make several phone calls to USAA and call THEIR insured (USAA's job).kNow that USAA has accepted liability, my wife is without her Lincoln Navigator, which she uses as a Realtor, for about days to have the vehicle repairedUSAA would only approve a small SUV as her replacement vehicle, which is not large enough for my wife's real estate business (to transport clients)I believe that USAA was negligent with processing my claim and that I should receive reimbursement for inconvenience, direct and indirect costs associated with our vehicle not being available for my wife's real estate business, and costs of police reportsI read that USAA will reimburse me for cost of reports; however, I do not have receipts and does not include mileage or personal time off to do USAA's jobI would have to drive to the Killeen Police Dept to get receipts which would wind up costing me more hhan USAA wants to reimburseUSAA's client was at fault, fled the scene, and did not report the accident I should not be penalized Regards, [redacted]

August 18, [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your automobile claimWe analyze each loss on its own merits and make decisions in accordance with the terms, conditions, and limitations of the policyI understand that [redacted] [redacted] , of our staff, spoke with you and explained the Colorado regulation which states that loss of use ends three days after mailing the total loss payment to the last known address of the claimant or three days after a reasonable settlement offer has been madeShe confirmed that the offer was made on July 29, 2015, and that the loss of use was extended through August 3, Should you have any additional questions, Ms [redacted] remains available to assist youThank you for allowing us to reply to youSincerely, [redacted]

January 31, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding the handling of your automobile claim Thank you for speaking with Brad [redacted] , of our staff, about your concerns As he confirmed, a check for the repairs was sent to the [redacted] & [redacted] on January 12, 2017, and the rental car coverage was extended until January 19, If you have additional questions on this matter, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

December 2, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding a deposit hold on your account I regret any inconvenience or frustration this caused Thank you for speaking with [redacted] , of our staff, who reviewed your concerns As she confirmed, you received the notification that a hold would be placed on your deposit prior to completing your mobile deposit transaction While our records indicate this information was reiterated by one of our representatives on November 23, 2016, your allegations of a call to us on November 18, 2016, after the deposit was made are unfounded If you have any other questions, Ms [redacted] remains available to assist you We appreciate the opportunity to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Yes I spoke to the gentleman from USAA, and told him I would be reviewing records and possibly following up with filing a police report in regards to the fraudulent charges to my accountI also told him that I was unable to address this matter at an earlier date due to a tragic loss of my wife and child! I guess USAA has no patience or understanding regarding circumstances that effect one of its long time members! USAA has dismissed my valid complaint, and it goes to show how greedy and uncaring they have become! I will be following up with a police report and make all the necessary disputes with the credit reporting agenciesI will also have my attorney explore all legal optionsUSAA is a disgrace to military families, in my opinion! Regards, [redacted]

August 10, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] I am responding to your submission regarding the cancellation of your Kansas automobile policy with USAA We regret any frustration you have experienced as we strive to provide quality service to our entire membership Thank you for speaking with [redacted] , who advised you that your automobile policy would be reissued with an effective of August 3, I understand that due to certain life events occurring during the time of payment lapse, Ms [redacted] was able to void your cancelation for non-payment 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]

February 23, [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding your USAA insurance We have honored your request regarding your insurance [redacted] , of our staff, was unsuccessful in her attempts to reach you by telephone, and she remains available should you have any questions We appreciate you allowing us to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I called to transfer the vehicle myself before my father called to take it off his policyMy father never would have left his grandson without car insuranceFurthermore my son is still an insured USAA insured driver and the treatment he received by USAA on Sept 30th is inexcusable Regards, [redacted] ***

[redacted] I am responding to your submission regarding your automobile policyI regret any frustration you experienced as we strive to meet the needs of our entire membershipI understand you spoke with *** [redacted] , of our staff, who discussed the transactions on your accountShe also explained why the outstanding balance exists and how you can restore your online accessIf you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to youSincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution, with caution, is satisfactory to meThat said, to date there has been no resolution to the complaintHowever, if USAA does truly uphold the values as stated, I am hopeful that contact will be made with an attempt to resolve this matter Regards, [redacted]

December 29, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your automobile insurance policy and credit card account I regret the inconvenience you experienced as we strive to provide quality service I understand you spoke with L [redacted] , of our staff, who assured you that your feedback regarding the handling of your automobile policy would be shared appropriately As she recommended, please submit a Power of Attorney to USAA Regarding your credit card account payments, [redacted] , of our staff, was unsuccessful in reaching you by telephone, and we would like the opportunity to discuss the reporting of your account to the consumer reporting agencies and your payment concerns At your convenience, please contact Mr [redacted] at [redacted] Thank you for 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 This is an attempt to collect a consumer debt Any information obtained may be used for that purpose