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January 7, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your automobile claimI regret any frustration you experienced as we strive to provide quality service and fair claims handling to our entire membership It is important to note that we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy and that USAA conducts business in keeping with our core values of service, loyalty, honesty, and integrityThe feedback you shared has been referred to the appropriate partiesThank you for speaking with [redacted] ***, of our staff, who verified that the personal property coverage, up to the automobile policy limit, has been providedI understand that you have decided not to pursue a homeowners claim at this timeShould you have any further questions, Ms [redacted] remains available to assist youWe appreciate the opportunity to review your concerns and respond to youSincerely, [redacted]

May 27, Specialist [redacted] Complaint ID #: [redacted] Dear Specialist [redacted] : I am responding to your submission regarding your VA mortgage loan refinance with the USAA Federal Savings Bank 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]

March 22, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your second submission regarding the February 2, 2014, homeowners claimWhile we recognize that you disagree with our claim determination, we feel confident that the correct decision has been madeA letter has been sent to you addressing the information you outlined in your submissionWith the absence of you providing an engineer report, we consider this matter closedThank you for the opportunity to review your situation againSincerely, [redacted]

April 2, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your experiences with USAA We regret any frustration you have experiencedWe thoroughly reviewed the issues you raised, and we respectfully disagree with your allegations of wrongdoingWe appreciate you speaking with [redacted] , [redacted] and [redacted] , of our staff, about your auto insurance, auto claims, and debit card, respectivelyIf you have additional questions, our staff remains available to assist you Thank you for allowing us to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: there is no resolution offered "Looking into it" doesn't instill much faith especially since communication is obviously not your strong suit Hence, why my c r sit just got dinged by your ineptitude and is causing a lot of headaches in my life now All for something that wasn't my fault All you have done is victimized someone who was already a victim of circumstance Regards, [redacted] ***

May 31, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your request for assistance with your mortgage loan, unsecured consumer loan, and credit card payments We understand each person has a unique financial situation, and certain events beyond one’s control may cause difficulties We regret the frustration and inconvenience you experienced as a result of this matter Thank you for taking the time to speak with [redacted] , of our staff, regarding your loss mitigation application with Dovenmuehle Mortgage Inc (DMI) As she advised, DMI received your application and subsequent appeal, and I understand that they were unable to approve your request The FSB sent you a letter dated April 16, 2016, advising we were unable to complete your request to change the terms of your unsecured consumer loan due to receiving an incomplete application However, you are eligible for assistance on your USAA Platinum MasterCard® account [redacted] , of our staff, was unsuccessful in his attempts to speak with you about your loan and credit card accountsYou may contact Mr [redacted] at [redacted] or [redacted] for assistance in setting up arrangements for your credit card account and to discuss your loan Thank you for allowing us to research this situation and reply to you Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC Other bank products are issued and serviced by USAA Federal Savings Bank This is an attempt to collect a consumer debt Any information obtained may be used for that purpose

October 11, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your USAA accounts I regret any frustration this has caused Thank you for speaking with [redacted] , of our staff, who advised that Federal law requires USAA to obtain, verify and record the customer’s name, address, date of birth and other information that will allow USAA to identify the customer when opening an account I understand she explained the documents needed in order to restore access to your accounts If you have any additional questions, Ms [redacted] remains available to assist youWe appreciate the opportunity to respond to youSincerely, [redacted]

September 27, Petty Officer [redacted] , USN (Ret.)Complaint ID #: [redacted] Dear Petty Officer [redacted] : I am responding to your second submission regarding your USAA Savings Bank secured American Express cardWe responded to your complaint on September 15, 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 closedSincerely, [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 still do not understand how this mistake was made USAA has already admitted fault and offered a dollar credit on the account This will cause damage to my credit short and long term Regards, [redacted] ***

Please see our attached response

Complaint: [redacted] I am rejecting this response because: USSA need to send me a check for $1, this would make it out to 2,thats the blue book value this is what they gave me in checks $1, $ __________ total $1,752.25They owe me 1,to make $2, Regards, [redacted] ***

January 18, Mr [redacted] ***Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your November 5, 2016, automobile claim, and I regret any frustration you experienced as a result of this matterWe are responsible for analyzing each loss on its own merits and for making decisions in accordance with the terms, conditions, and limitations of the policy Thank you for speaking with Angelica ***, of our staff, who explained the total loss evaluation process and how we determined the settlement value Ms [redacted] identified an opportunity regarding the missed options in the first appraisal as well as your escalation request, and coaching was provided to ensure other members do not have a similar experience If you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted] ***

November 24, 2017 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. ***: I am responding to your second submission regarding your automobile claim. Unfortunately, members of our staff, were unable to reach you by phone to discuss your concerns. Nonetheless, our records show we sent you an email with the updated settlement. If you have additional questions, [redacted] , of our staff, is available to assist you and can be reached at (***) ***- [redacted] (***) or (***) ***-***, Extension ***. We appreciate you allowing us to reply to you. Sincerely, [redacted] ***

August 24, 2016 [redacted] Complaint ID # [redacted] Ms. [redacted] I am responding to your submission regarding the July 13, 2016, automobile claim. Our records confirm that you filed an inquiry with the South Carolina Department of Insurance (DOI). We responded to the DOI on... August 10, 2016. Thank you for the opportunity to reply. Sincerely, [redacted]

October 19, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted] : I am responding to your second submission regarding your USAA accounts. Thank you for speaking with [redacted] , of our staff, who confirmed that USAA received your required documents and your account access has been restored. She verified that your insurance policies were cancelled and a credit of $57.81 was transferred to your bank account. Please allow 3-5 business days to receive the credit. We appreciate the opportunity to reply to you. Sincerely, [redacted]

Chief Warrant Officer [redacted] , ARNG Complaint ID #: [redacted] Dear Chief [redacted] : I am responding to your submission regarding the insurance policy for your Ford F- Thank you for speaking with [redacted] , of our staff, about your concernsAs she explained, our records reflect that on October 12, 2016, Mrs [redacted] requested to have the Storage Endorsement on the vehicle removed as she would be driving the truckA detailed review of your account does not indicate that she called back to reinstate the endorsement the following dayMsRodriguez also discussed with you the requirement that the vehicle is maintained in storage for a minimum of consecutive days and the vehicle will not be driven while in storageWe regret not being able to backdate the storage discount as you requested as the claim of October 14, 2016, indicates the vehicle was not in storage but was being driven If you have additional questions, MsRodriguez remains available to assist youWe appreciate you allowing us to look into this matter and reply to you Sincerely, [redacted]

December 30, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your second submission regarding your July 4, 2013, automobile claim I understand you briefly spoke with [redacted] , of our staff, regarding your submission Another thorough review of your situation has been completed As such, we will provide coverage for the treatment received on February 16, Thank you for the opportunity to review your concerns again Sincerely, [redacted]

May 10, 2018 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted] : I am responding to your submission regarding your automobile claim. I am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire membership. Thank you for speaking... with [redacted] , of our staff, I hope the conversation was responsive to your concerns. We appreciate you allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I cannot believe I am still receiving a standard (insulting) replyThe message states that [redacted] is available for further assistance but I left [redacted] a message on 1/11/16, TWO days ago, for him to call me and I still have not received a call back [redacted] will be the fourth person to NOT call me back, WOW! He said he was my advocate and wanted to assist me in resolving my concerns and therefore should have on his own called me back within a couple of days to see how things were or definitely after I left him a messageIt is amazing that at this point and after everything that has transpired or actually not, that this situation has not received the attention it duly requires and deservesThis is a very disappointing example of taking care of its members and living up to the Companys' core values of Service, Loyalty, Honesty & IntegrityI have been more than patient and have been through a great deal of anguish, and at this time need to reach out to the Department of Insurance as well as the media Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:The business has refused to remove my PII data and close my online accountThe only thing they agreed to do is remove my email address and lock the online accountUnfortunately, this does little to protect my PII data from a breach as many exploits occur at the sysadmin or DBA level.The USAA rep stated that all of my most sensitive PII data [ie SSN, DOB, etc] would remain on their information systems indefinitely, despite my assertion that I had no intention of ever using their servicesI informed USAA that I intend to hold them liable for any misuse or loss of this data at any point in the futureTheir representative said he "understands", but showed no intention to avert this liability by removing the dataThank you [Revdex.com] for attempting to resolve this issue, but it appears the USAA is unwilling to properly address this matter or further examine their shady data collection practicesFor now, please leave the resolution status as "unsatisfactory" Regards, [redacted]