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October 19, 2016 Airman [redacted] Complaint ID #: [redacted] Dear Airman [redacted] : I am responding to your submission regarding your accounts with the USAA Federal Savings Bank. Unfortunately, [redacted] , of our staff, was unable to reach you by telephone and... would like the opportunity to discuss this matter with you. On July 19, 2016, three accounts were opened with USAA that generated an alert for possible fraudulent activity. Our Fraud department left a voicemail message requesting that you contact USAA to discuss the account. A review of your account was performed at that time and it was determined that USAA would exercise its right to no longer continue to do business with you based on the possible fraudulent activity. However, after further investigation, this decision has since been overturned. I 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 accurately. Coaching has been provided to those involved to ensure other members do not have a similar experience. Please also know that your situation was shared with our management team as we are continuously seeking ways to improve how we do business. Airman [redacted] , we have not yet issued your refund since your membership has been reinstated. Currently, we are awaiting your call back to determine how you would like to proceed with your funds. Should you have any questions or concerns, Ms. [redacted] remains available to assist you and can be reached at [redacted] , Extension ***. We appreciate you allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:USAA failed to address the issue caused by their client and they continually provide information to Revdex.com and to meThey lied about the police reportI have a recorded call where the USAA agent confirmed they had the police report only a few days after the accidentThey are a fraudulent companyI will not let this issue close until they make good on their responsibilities Regards, [redacted] ***

January 17, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding homeowners fire claim Thank you for speaking with [redacted] ***, of our staff, who coordinated with the Claim’s Department to process your claim 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]

Complaint: [redacted] I am rejecting this response because: I can not accept until the issue has been rectified Regards, [redacted]

[redacted] Compliant ID # [redacted] Dear Mr***: This is in response to your inquiry regarding your property damage claim We regret any frustration that you may have experienced I understand that on January 28, 2016, [redacted] ***, of our Advocacy Resolution Team, was unsuccessful in his attempts to reach you by telephone to discuss your concerns with the claimHowever, as indicated in our recent email, we would only owe for the replacement of a mailbox that is of like, kind, and qualityOur records indicate that a corrected repair estimate is needed to complete the claimShould you have additional questions regarding this matter, MrP [redacted] remains available to discuss your concerns, and can be reached at [redacted] We appreciate the opportunity to review this matter Sincerely, [redacted] ***

October 2, [redacted] Dear Mr [redacted] : I am responding to your submission regarding your August 15, 2015, automobile claimOur records confirm that you filed an inquiry with the State of New Mexico Office of Superintendent of Insurance (OSI)We will respond to the State of New Mexico OSI accordinglyThank you for the opportunity to replySincerely, [redacted]

July 28, 2017 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted] : I am responding to your submission regarding your insurance payments. Thank you for speaking with [redacted] of our staff, who addressed your concerns and explained your billing cycle. If you... have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted] ***

December 30, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your October homeowners claim Although we regret your frustration, it is and has always been our intent to handle your claim appropriately and professionally, and the feedback you provided has been shared with the appropriate parties I understand that [redacted] , Claims Service Manager, reviewed your situation and left a message for you on December 21, 2015, and that a check payment was issued to you that same day Should you have further questions regarding this payment, Ms [redacted] remains available to assist you Your adjuster will also continue to work with you to conclude your claim Thank you for allowing us to review your concerns and 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 Regards, [redacted]

December 21, [redacted] Complaint ID # [redacted] Dear Mr [redacted] : I am responding to your submission regarding your bank accounts with USAA Federal Savings Bank (FSB), life insurance policy, and automobile claimWe regret any frustration this matter may have caused you as we strive to provide quality service In keeping with the company’s core values and our commitment to the membership as a whole, the USAA FSB has adopted a policy that affects members who do not meet certain obligations with usTo the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has caused USAA to suffer a financial lossAfter you spoke with [redacted] ***, of our staff, it was determined that you would remain liable for all the transactions included in your fraud claimAs such, the Bank has exercised its right to discontinue business with you, effective January 17, You were advised of our actions via written communication on December 8, Regarding your life insurance application, our records show that your application was reviewed by our life underwriting department and we discussed the outcome of that review with you on December 1, A detailed letter of declination was also mailed to your address of record on the same day Thank you for speaking with [redacted] ***, of our P&C staff, about your claimAfter further review of your claim, we have agreed to retroactively add the Car Replacement Assistance to your automobile policy as a courtesyHowever, you will be responsible for the difference in premium owed for adding this coverageMs [redacted] has been unsuccessful in her attempts to discuss this with you, but she remains available to assist you Thank you for allowing us to reply to you Sincerely, [redacted]

October 14, Mr [redacted] ***Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding the automobile claim [redacted] , of our staff, was unable to reach you to discuss your concernsI am sorry to hear about the frustration you recently experienced as we strive to provide quality claims serviceOur employees are expected to handle claims in a timely manner Coaching has been provided to those involved to ensure others do not have a similar experienceAfter a conversation with your insurance carrier, a payment of $was issued to them on October 10, If any other out of pocket expenses were incurred, please provide receipts for review If you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

July 27, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the handling of your auto claim Thank you for speaking with [redacted] ***, of our staff, who addressed your concerns and advised you to submit your receipt for the police report for compensation reviewAs discussed, before repairs could be made, we needed to verify the driver’s identity as the police report did not specifyOur records show on July 20, 2017, a payment was sent to the auto shop repairing your vehicleIf you have additional questions on this matter, Ms*** remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

November 16, 2017 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. ***: I am responding to your submission regarding your automobile claim. [redacted] ***, of our staff, completed a thorough review this matter and confirmed the settlement was updated based on the accessories you... indicated on October 26, 2017. Additionally, as a courtesy, your rental was extended until October 30, 2017. Our records show we have been unsuccessful in reaching you by phone to address your concerns. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted] ***

January 18, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your auto insurance claim Thank you for speaking with [redacted] , of our staff, about the repairs to your vehicleAs he explained, the use of original equipment manufacturer parts as opposed to USAA’s approved quality replacement parts would require that you pay the difference in priceAdditionally, your allegations of calls being disconnected were unfoundedShould there be additional questions regarding this matter, please feel free to contact Mr [redacted] We appreciate the opportunity to review your concerns Sincerely, [redacted]

November 4, [redacted] Complaint ID #: [redacted] Dear Mrs***: I am responding to your submission regarding the October 20, 2016, automobile claim A thorough review of your situation was completed; however, no new information was discovered to warrant a change in our coverage decisionIn the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policyOur records reflect collision coverage was not in effect at the time of the accidentPlease note that on November 2, 2016, a detailed response was sent to the North Carolina DOI advising them of the same While we recognize that you disagree, we are confident that the correct decision has been madeWe consider this mater closed We appreciate the opportunity to address your concerns again 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 USAA acted immediately and their customer service representatives are the best Regards, [redacted] ***

April 13, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : Thank you for your inquiry regarding membership eligibility with USAA I appreciate the opportunity to respondUSAA operates as a membership insurer Membership is open to current and former military with a discharge type of “Honorable,” and to current and former dependents, including adult children and ex-spouses of our membersThank you for speaking with [redacted] , of our staff, about your concernsDuring your conversation, I understand you indicated that your father “has never been a USAA member.” In order for a child to be eligible for membership, the parent must have joined USAA Your USAA profile does not reflect any parent-sponsor information As Ms [redacted] explained, the next step would be to obtain your father’s information in order to determine whether he had established USAA membership If he is a USAA member, your USAA profile can be associated with your father’s, which would allow you to establish membership as well It is USAA’s practice to notify a sponsoring member of any personal relationship updates; however, you informed Ms [redacted] that is not an acceptable option To maintain our status as membership insurers, we are required to apply our membership criteria in a uniform and consistent manner; therefore, we are unable to grant an exceptionYou advised Ms [redacted] that you no longer want to pursue membership Ms [redacted] remains available to assist you in the event you re-evaluate your decisionWe appreciate you allowing us to look into this matter Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I am pursuing a complaint with both CT Insurance Dept and Revdex.comThe fact that USAA has responded to CT Insurance Dept, does not obviate any of the issues I am pursuing via Revdex.com Regards, [redacted]

July 14, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding the March 7, 2016, homeowners claim Thank you for bringing this matter to our attention I understand that [redacted] , of our staff, reviewed your account, and discussed your concerns with you Our records indicate that a payment was sent to you on July 6, Ms [redacted] , we apologize for any inconvenience you may have experienced, and your feedback was shared with the appropriate area If you have additional concerns, Ms [redacted] can be reached at [redacted] or [redacted] , Extension *** We appreciate the opportunity to reply to you Sincerely, [redacted]

March 4, [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your August 10, 2015, automobile claim The feedback you provided about your experience has been shared with the appropriate parties I understand you spoke with [redacted] of our staff, about your claim Should you have any further questions, Mr [redacted] remains available to assist you at [redacted] We appreciate you allowing us to review this matter and reply to you Sincerely, [redacted]