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September 15, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your loan payoff from USAA Federal Savings Bank (FSB)Thank you for speaking with [redacted] , of our FSB staff, who confirmed the loan payoff we sent to your prior lender on August 16, 2016, via FedEx, was cashed by that lender on August 19, I hope that your conversation with her reassured you that your satisfaction is important to us If you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted] ***

August 28, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your second submission regarding your automobile claimWe responded to your complaint on August 18, While we recognize that you disagree, we feel confident that the correct decision has been madeNo new information has been presented that would warrant a change in our position; therefore, we respectfully decline your request for compensationWe appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, [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 meThank you for quickly looking into this matter and working efficiently to fix the situationAlthough after the problem was resolved I was unable to get the larger pickup truck due to availability issues outside your control I feel that in the future I will have a better outcome and hopefully other fellow veterans Regards, [redacted]

Complaint: [redacted] I am rejecting this response because USAA cannot, will not, and refuses to answer the following questions posed many times! Is an inspection of my living room ceiling without going into the attic or setting foot on my roof, in your core values of service, honesty, and integrity considered a thorough inspection? Are photos taken from a ladder propped on my eave, proof that my damage is not wind/hail related? Isn't directing your inspector to re-inspect and revise his estimate proof that USAA acknowledges he did not perform the initial inspection properly? Core values of service, honesty, and integrity somehow are blowing in the wind! When a revised estimate was submitted by your inspector without a re-inspection (directed by Claims Dept.) and was accepted by USAA; doesn't that make USAA just as culpable to incompetent practices as he is? If MrCrites believes that "Please our core values of service, loyalty, honesty, and integrity wrongdoing." Then why won't you answer these questions? Why won't you admit that your decision has no merit because it is based on an incomplete inspection, a fraudulent estimate, an inspector that failed to follow USAA's directives to re-inspect and then revised his estimateWhich of these reflect your company's core values? Regards, [redacted]

February 9, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding reimbursement for removal of a tree on your propertyWe regret any frustration you have experienced as we strive to provide quality claims service to our entire membershipWe appreciate you speaking with [redacted] ***s, of our staff, about this matterAnother thorough review of your claim information determined that our previous offer for reimbursement of the tree removal remains unchangedShould you have any questions, Ms [redacted] remains available to assist youThank you for allowing us to reply to youSincerely, [redacted]

September 18, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your USAA Platinum MasterCard dispute for a $charge that posted to your accountI regret that your conversation with [redacted] , of our staff, did not meet your service expectations; however, we must respectfully disagree with your allegations of wrongdoingAccording to our records, on May 26, 2015, an official check for $was sent to you while your credit card dispute was being investigatedA second check for $was inadvertently sent to you on June 24, 2015, for the same disputed charge of $Due to the duplicate credit you received, a reversal was made to your account which resulted in a charge of $As [redacted] , of our staff, advised, he was able to confirm that both checks were cashed and that you are responsible for the balance on the credit card accountThank you for allowing us to reply to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

** [redacted] Complaint ID #: [redacted] Dear ** [redacted] : This is in response to your letter received January 26, 2016, regarding the inquiry filed by [redacted] concerning the settlement value associated with an automobile loss occurring December 30, We have completed a review of the loss and confirm we accepted liability for the damage caused by our insured Our inspection of **Deyager’s Dodge Caravan determined the vehicle to be a total loss A rental vehicle was made available for **Deyager’s use during the inspection process **Deyager initially disputed our actual cash value settlement offer and her complaint was escalated for review On January 27, 2016, **Deyager accepted our owner-retained settlement offerHowever, on January 28, 2016, **Deyager notified us that she had decided to decline the offer and would file a claim for her loss through her own carrier We are currently awaiting subrogation from the adverse carrier ** [redacted] , we appreciate the opportunity to respond Sincerely, [redacted]

Complaint: ***
I am rejecting this response because:I spoke with someone from USAA about the situation last week, I'm not satisfied with the outcome
Regards,
*** ***

March 29,
Master Sergeant *** ** *** USAF (Ret.)
Complaint ID #: ***
Dear Sergeant ***:
I am responding to your submission regarding your property claims
Thank you for speaking with *** *** of our staff, about your concernsIf you have additional
questions, Ms*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have told USAA that I no longer wanted them to repaire my carThe only thing I have ask for is the estimate of $1825.00, they would not be responsible for rental car witch the company said could be eight days or more also they would not be responsible for any damage beyond what is seenSo for USAA only wants to Total my car even with all that I am giving to resolve this
*** ***

November 4, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding the TX auto insurance policy and the subsequent charges and fees associated Thank you for speaking with *** ***, of our staff, about your
concernsI understand she addressed the cancellation of the auto policy, refund of charges and fees, and service error If you have additional questions, Ms*** remains available to assist you at *** *** *** or *** ***, Extension *** We appreciate you allowing us to reply to you. Sincerely, *** ***

February 15,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your auto claim
We regret any frustration you experienced, and we appreciate you speaking with *** ***, of our staff, about your concernsMs***
remains available to assist you should you have any additional questions
Thank you for the opportunity to reply
Sincerely,
*** ***

July 20, 20*Mrs*** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding the increase in your automobile and renters’ insurance premiumsPlease know that it is never easy to ask our members to pay higher prices, and we take our competitive
position in the marketplace very seriouslyWe continually analyze expected losses and expenses as well as other rating factors when pricing our productsAlthough we recognize there will be times when we cannot offer the lowest premium, we are committed to providing the highest quality products and services at the best rates possible consistent with prudent financial managementThank you for speaking with *** ***, of our staff, about your concernsAs she explained, the increase to the auto premium was attributed to a rate revision due to the frequency and severity of accidents in that regionMoreover, your renters’ policy increased as a result of the loss of the Claims Free Discount and a claims surchargeMrs***, we realize this is not the outcome you were seeking but hope you understand our positionWe appreciate you allowing us to reply to you, and MsRodriguez remains available to speak with you should you have any additional questionsSincerely, *** ***

August 25,
Mr*** ** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your June 20, 2016, renters’ claim
Thank you for speaking with *** ***, of our staff, who addressed your concerns
We appreciate you allowing us to
review the matter and reply to you
Sincerely,
*** ** ***

July 5,
Mr*** *** Complaint ID #: ***
Dear Mr***
I am responding to your submission regarding the December 2, 2016, automobile claim
A thorough review of your situation was completed; however, no new information was discovered to warrant a change in
our coverage decisionAs members of our staff previously explained, the damage to the vehicle is not a covered lossWe analyze each loss on its own merits, and we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policyOccasionally, this involves delivering news which we know our members may find disappointingThis is never easy for us, especially when those members have been as loyal as you have been throughout your years with USAA
We appreciate you allowing us to research your situation and reply to you
Sincerely,
*** ** ***

Date: May 15, *** ** *** ** ** *** Dear *** ** ***: I am responding to your submission regarding your claimWe regret any frustration this situation caused you and we assure you that your feedback is important to usOur business specialist will
review your concerns and will follwith you directly in the next few business daysWe appreciate the opportunity to review this matterSincerely, *** ***

October 12, Ms*** ** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding the billing on your canceled automobile policy. I regret the frustration you recently experienced as we strive to provide quality service to our entire
membership Thank you for speaking with *** ***, of our staff, who explained that a review of the phone call from September 22, 2016, confirmed that *** Bird advised you that the payment scheduled to be withdrawn on September 27, 2016, would not be debited, and that a final statement would be sent. On October 07, 2016, a statement was sent billing $110.23, which is the balance owed for coverage provided up to the cancellation date. If you have additional questions, Mr*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because:Your stated response was given to me many timesMostly read by an agent, out of a book, that could not look into my personal situationThe agents have no authorityI might as well have looked up the policy in a law libraryI tried to contact *** *** on different occassionsI did miss one of his phone calls but the burden of contact was clearly on meHe was just checking off a boxWhile they did refund $58.00, which I appreciate, USAA didn't mention the $that was debited from my unemployment check as a result of vendors who kept submitting the same payments over and over against my requestI tried to turn all the autopay off during my unemployment but a couple vendors kept slipping throughUSAA was hardly victimizedIt is hard to get excited about losing $while my unemployment check is $480.My complaint is no serviceIf they are going to simply recite their policy, then don't pretend to offer personal serviceFire everyone and have a big machine take my phone callsThere already halfway there
Regards,
*** ***

November 23, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your auto accident and Diminution of Value (DIV) claim Thank you for speaking with *** ***, of our staff, who discussed your concerns.
As he mentioned, the trade in value for your vehicle is not indicative of the DIV. Our records indicate that DIV payment of $was issued to you on February 9, and has since clearedPlease know that your DIV settlement has been reviewed by management and 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. Should you have additional questions, Mr*** remains available to assist you We appreciate the opportunity to review your concerns again; however, we consider this matter closed Sincerely, *** ***

Complaint: ***
I am rejecting this response because: I did not receive an updated settlementI did return the message from the superviso* *** in the total loss dept on 11/13/and have not heard back as of 11/16/2017.
Regards,
*** ***