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October 2, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding the rental vehicle period following a total loss determinationIn the event of an accident, we are responsible for analyzing each loss on its own merits and for making decisions in accordance with the terms, conditions, and limitations of the policyThank you for speaking with [redacted] , of our staff, regarding your concernsI understand that Ms [redacted] clarified the difference between first party rental reimbursement coverage found in the policy contract and USAA’s business policy regarding loss of use coverage following a total lossWe are unable to comment on other insurance carriers’ processes and proceduresWe value the opportunity to clarify USAA’s position and to respond to your concernsSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The most danger to vacant homes is vandalism We would not have continued the coverage if we knew that we did not have full coverage This company is a terrible company We paid a horrific amount (way too much) and their coverage is terrible They turn down claims that they should not turn down BUYER BEWARE Regards, [redacted]

September 10, Ms [redacted] ***Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding automatic payments for your automobile insurance policy We regret any frustration you experienced as we strive to provide quality service to our entire membership Thank you for speaking with [redacted] , of our staff, who thoroughly reviewed the situation surrounding your August automatic payment I understand that Mr [redacted] waived the $returned payment fee and that your automatic payment plan has been reestablished for future withdrawals Should have any further questions or concerns, Mr [redacted] remains available to assist you We appreciate the opportunity to review this matter and respond to you Sincerely, [redacted]

July 14, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding Mrs [redacted] ***’ May 18, 2017, automobile claim Our records confirm that you filed an inquiry with the Texas Department of Insurance (DOI) We will respond to Texas DOI accordingly Thank you for the opportunity to reply Sincerely, [redacted] ***

December 13, 2017 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted] : I am responding to your submission regarding your auto insurance policy billing. Thank you for speaking with [redacted] , of our staff, who confirmed that your policy was removed from... pay-in-full status upon enrollment in the automatic payment plan. You can access your account information and conduct business on usaa.com, the USAA Mobile App, and mobile.usaa.com. On usaa.com, you can accomplish tasks like checking your balances, reporting a claim, paying bills, adjusting an auto policy or transferring money. If you have further questions regarding your auto policy or your online access, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

March 30, 2018 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. ***: I am responding to your submission regarding the cancelation of your USAA insurance policies. Thank you for speaking with [redacted] ***, of our staff, who reviewed your account and explained that the... cancelation of your policies was valid. Per your request, Mr. [redacted] initiated a new auto insurance policy for you effective March 30, 2018. If you have any additional questions, Mr. [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted]

April 10, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your automobile claim Our records confirm that you filed an inquiry with the Virginia Bureau of Insurance (VA BOI)We will respond to the VA BOI accordingly Thank you for the opportunity to reply Sincerely, [redacted]

October 6, [redacted] Dear Mr [redacted] : I am responding to your submission regarding your August 26, 2015, automobile claim [redacted] ***, of our staff, was unsuccessful in his attempts to reach you to discuss your concernsHowever, he confirmed that check payments were issued to your lien holder and to you on September and September 21, 2015, respectively, and that both payments have clearedShould you require any additional assistance, Mr [redacted] can be reached at [redacted] or [redacted] , Extension ***Thank you for allowing us to reply to youSincerely, [redacted]

August 17, Ms [redacted] Dear Ms [redacted] I am responding to your submission regarding your automobile claims Unfortunately, [redacted] of our staff, was unable to reach you by phone to address your concernsNonetheless, after a thorough review, she confirmed your deductible applies to both claimsIf additional repairs are required we will review upon receiving an estimate or your request for a re-inspectionIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

November 17, 2015MrCorey [redacted] Complaint ID #: [redacted] Dear Mr [redacted] :I am responding to your submission regarding the handling of your secured credit card account with the USAA Federal Savings Bank (FSB) Please know that the FSB acts in accordance with all applicable regulations and our core values of service, loyalty, honesty, and integrity, and I regret the inconvenience you experiencedThank you for speaking with [redacted] of our staff, who explained the FSB’s policy regarding verification of funds and the processing time to receive a secured credit card As Ms [redacted] advised, your $1,deposit plus interest was refunded to your USAA checking account, and the certificate of deposit was closed on October 23, The secured credit card account was closed on October 26, 2015, and a closure confirmation was mailed to your address on record If you have any further questions, Ms [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 Other bank products are issued and serviced by USAA Federal Savings Bank

January 23, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your December 27, 2016, automobile insurance claim Our records confirm that you filed an inquiry with the Missouri DOIWe will respond to Missouri DOI accordingly Thank you for the opportunity to reply Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I cannot fully agree that we are being treated fairly yetThe information that USAA provides regarding delays in processing contradicts information the shop is giving usConsidering the difficulties we've had with USAA over this claim, it's difficult to believe USAAWe won't accept that this matter has been closed until the claims process is over and we can fully determine if we've been treated fairly Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Due to USAA mistakes that caused me waiting on my car for almost a month, without any compensation I do not accept thisDealing with your rude and unrespectful staffs, slow in processing the paperworks, lacking in communication between USAA staffs and the body shop that caused inconvenience for transportationI left tons of voicemail messages and no one ever called me back, what is the point of giving out the phone number and voicemail messages, when USAA staffs never called me back until I filed this complaint to Revdex.com Regards, [redacted] ***

September 27, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding the handling of your July 7, 2016, automobile insurance claim 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 policyA thorough review of your situation was completed, and our investigation determined that we will not cover damages that are unrelated to the claim [redacted] , of our staff, was unsuccessful in her attempts to reach you by phone to discuss your concerns; however, she left you a detailed message, explaining the aforementionedShould you have any further questions, Ms [redacted] remains available to assist you We appreciate the opportunity to address your concerns Sincerely, [redacted]

[redacted] I am responding to your submission regarding your March 18, 2016, automobile claim Our records reflect that we faxed the requested documents on two separate occasions in April We respectfully reject your allegation of retaliation as each claim is handled separately and evaluated on its own merits If you have additional questions, [redacted] , of our staff, remains available to assist you and can be reached at [redacted] *** Sincerely, [redacted]

September 28, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the August 29, 2016, automobile insurance claim [redacted] , of our staff, was unable to reach you by telephone to address your concerns Nonetheless, a detailed review of the claim was conducted and no new information was discovered to warrant a change in our decision We are only responsible to pay you for the damages resulting from the accident and not for prior damage If you have additional questions, Mr [redacted] remains available to assist you and can be reached at [redacted] or [redacted] , Extension *** We appreciate you allowing us to reply to you Sincerely, [redacted] ***

April 1, 2016 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted] I am responding to your submission regarding the February 29, 2016, automobile claim. I regret any frustration you experienced, and I understand that you spoke with [redacted] ***s, of our staff, and confirmed that... your concerns have been addressed. Should you have any other questions, Ms. [redacted] remains available to assist you, and she can be reached at [redacted] Extension ***. Thank you for the opportunity to reply. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:They are implying the mistake was mineIt took weeks multiple phone calls being told I had to have their estimate for the Body shop to work off of even after they customer service reprealized they had not received it from the company they contracted to do the estimate the problem was a communication problem between USAA and their Contractor Very poor Customer service reps not knowing I had called multiple times asking what are they going to do all they keep saying was take the estimate to body shop when I did not have it to takeEven all communication with USAA Is informing Me THEY ARE RECORDING ME for Future litigation, or they will sue me if I try to defraud themPoor customer service Would hope Are paths never cross againwould warn every one to stay away Regards, [redacted]

February 8, [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding Customer Service Issues Our records confirm that you filed an inquiry with the Office of the Minnesota Attorney General We mailed a response to the Office of the Minnesota Attorney General on February 8, Thank you for the opportunity to reply Sincerely, [redacted] Tell us why here

August 3, Lieutenant Colonel [redacted] Complaint ID #: [redacted] Dear Colonel ***: I am responding to your submission regarding the June 3, 2017, automobile claimOur records confirm that you filed an inquiry with the Nevada Division of InsuranceWe will respond to the Nevada Division of Insurance accordinglyThank you for the opportunity to replySincerely, [redacted] ***