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September 12, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your January 13, 2014, automobile claim and I regret any frustration this matter may have caused you Thank you for speaking with ***
*** of our staff, who discussed your concerns. As he explained, our research confirms that we paid for the appropriate bumper at the time your vehicle was repairedShould your body shop have any additional information to provide, Mr*** remains available to assist you We appreciate you allowing us to reply. Sincerely,
*** ***

February 8, Mrs*** ** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your recent homeowners insurance claim. I regret the frustration you recently experienced as we strive to provide quality service
and fair claims handling to our entire membership. I understand you spoke with *** ***, of our claims staff, who discussed your concernsAs she explained, our property adjuster documented that your roof showed signs of deterioration and not hail damage; nonetheless, we have agreed to re-inspect your roof. Unfortunately, our records indicate that you have declined to proceed with this option If you wish to pursue the re-inspection, or have additional questions, Ms*** remains available to assist you at (***) ***-USAA (***) or (***) ***-***, Extension *** We appreciate you allowing us to reply to you. Sincerely, *** ***

September 15, Petty Officer *** ***, USN (Ret.) Complaint ID #: *** Dear Petty Officer ***: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) secured American Express cardI regret any frustration you have experienced
*** ***, of our FSB staff, was unsuccessful in her attempts to reach you. Nonetheless, she thoroughly reviewed your account and our records show that your secured credit card was secured by your CD. At inception of the account, you signed the USAA Secured Credit Card CD Security Agreement which indicated, “I acknowledge and agree that this security interest, pledge and assignment means that USAA Bank has exclusive control over the Secured CD and that I may not take any withdrawals from or cancel the Secured CD while it secures my Secured Credit Card.” I understand that you spoke to a representative and were given the option to close your Secured Credit Card in order to access the funds in the CD. This option is still available You also mention that your credit score has decreased rather than increased after opening this secured credit card. Unfortunately, since we were unable to contact you by telephone, we are unable to research this issue further. If you have any additional questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** *** 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

September 19,
Mrs*** ***
Complaint ID #: ***
Dear Mrs***:
I am responding to your submission regarding the fraudulent transactions on you and your husband’s accounts with the USAA Federal Savings Bank (FSB)We regret any frustration and inconvenience this
situation may have caused
Please know that the FSB takes the security of our account holders’ private and financial data very seriously, and we have processes in place to guard against unauthorized activityIn addition, the Security Center on usaa.com offers information about protecting yourself, your accounts, and your device
I understand that *** ***, of our staff, was unsuccessful in speaking with youHowever, she has confirmed that the appropriate monetary adjustments have been processed to all impacted accountsAdditionally, no outstanding checks were returned as result of the fraudulent transactionsShould you need any additional information, Ms*** remains available to assist you
Thank you for allowing us to reply to you
Sincerely,
*** ** ***

November 23, 2015Ms*** ***Complaint ID #: ***Dear Ms***:I am responding to your submission about your automobile claim. Our records confirm that you filed an inquiry with the North Carolina Department of Insurance (DOI) regarding your concerns. We responded to the
North Carolina DOI on October 28, 2015.Thank you for the opportunity to reply.Sincerely,*** ***

October 25, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your homeowners claim. We regret any frustration this situation has caused you. Thank you for speaking with *** ***, of our
staff about this matter. If you have any other questions, Ms*** remains available to assist you We appreciate the opportunity to reply to you. Sincerely, *** ***

August 23,
Petty Officer, First Class Willis ***, USN
Complaint ID #: ***
Dear Petty Officer ***:
I am responding to your third submission regarding your April 12, 2017, automobile claim
In the event of a loss, 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 disappointingFurther research indicates that the claim has been denied, and the details of the decision will be addressed once our investigator speaks with you
Thank you for the opportunity to respond; however, we consider this matter closed
Sincerely,
Alyce TFrorup

January 18, *** *** ** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding the December 17, 2015, auto claimA thorough review of the claim was completed by *** ***, of our staff, who confirmed that the rental period provided was appropriate
I apologize for the delay in issuing payment to the lien holder of your vehicleOur employees are expected to be courteous, informative, and to handle claims in a timely mannerI assure you this was addressed with those involvedI understand payment was issued to the lien holder on January 11, 2016, as well as payment to you for the equityShould you have any additional questions, Mr*** remains available and can be reached at *** *** *** ** *** *** *** ***
Thank you for allowing us to reply to youSincerely, *** ***

February 11,
Mr*** C***
Complaint ID #: ***
Dear Mr***:
I am responding to your second submission regarding your automobile claim
We responded to your complaint on February 1, 2016. While we recognize that you disagree, we feel confident that the claim has been categorized correctly. 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 closed
Sincerely,
*** ***

January 28, *** *** *** *** ** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your automobile insurance policyThank you for speaking with *** ***, of our staff, who explained that our records confirm that two of the
payments you mentioned were completed using your mobile deviceOur records do not reflect a third chargeIn addition, there is no indication that the payments were unauthorized, and we will be unable to honor your request to refund overdraft fees associated with these transactions*** ***, if you have any further questions, MsPerales remains available to assist youWe appreciate you allowing us to reply to youSincerely, *** ** ***

April 13, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding the cancelation of your auto policy Thank you for speaking with *** ***, of our staff, who explained the factors contributing to the underwriting
decision. If you have any additional questions, Mr*** remains available to assist you We appreciate the opportunity to reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: In no way does it resolve the multitude of acts of lackluster "professionalism" displayed by your companyThis is the umpteenth time I've set up autopayments to come out of my account, that somehow, on your end, were screwed up, and now once again, I'm the one paying for itYour actions show a lack of regard for your customer baseI also wish to have emailed to me the complete history of fees and cancellation of autopayments from your company, from the very beginning of ALL insurance and banking associated with my account, that I might file individually and dispute each one, forthright.Regards,
*** ***

October 5,
Ms*** ** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your July 19, 2017, automobile claimI am sorry to hear about the frustration you experienced throughout your claim process, as we strive to provide quality
service and fair claims handling to our entire membershipIt 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
Thank you for speaking with *** ***, of our staff, regarding the rental vehicleAs he explained, it took time to secure the insured driver’s statement and to complete the investigationMr*** also verified we extended coverage for three more days of rental expenseAdditionally, on September 20, 2017, the payment was mailed properly to *** *** Toyota
At this time, we respectfully decline your request for compensationWe realize this is not the outcome you were seeking but hope you understand our positionIf you have additional questions, Mr*** remains available to assist you
We appreciate you allowing us to research the matter and reply to you
Sincerely,
*** ***

January 5,
Command Sergeant Major *** ***, ARNG
Complaint ID #: ***
Dear Sergeant Major ***:
I am responding to your submission regarding your auto insurance policy
Our records confirm that you filed an inquiry with the Indiana Department of Insurance (DOI)We will
respond to the Indiana DOI accordingly
We appreciate you allowing us to reply to you
Sincerely,
*** ***

Sorry they are a terrible company took them forever to even answer my email and phone callsYeah they have paid me but let's be real they low balled me on my truck and now I can't even afford a new vehicleI will be talking to my lawyer also about the back problems I am now having

August 9, *** ** *** Complaint ID *** Dear Mr***I am responding to your submission regarding your May 9, 2016, automobile claimOur records confirm that you filed an inquiry with the *** *** ** *** (***)We will respond to the Texas *** accordingly.Thank
you for the opportunity to replySincerely,*** ***

Complaint: ***
I am rejecting this response because:
on 12/11/10:AM this is what would be required to settle this...if this is not acceptable by USAA I am prepared to move furtherAfter speaking with a young lady yesterday (she
said she would send me her information, I'm assuming via email, I have
yet to receive that information)Her contacting me did cause me to to
reconsider my actions for damages from my original compensation amount
to $2011.39; the original estimate amount in addition to the amount that
has been paid out $1674.57, for anxiety, aggravation, discomfort and
emotional distress
FollQuestions/Comments 12/9/5:AM posted by Organization
Your concerns have been referred to CEO Member Relations
Regards,
*** ***

August 7, *** *** ** ***
*** ** ** *** Dear Ms***: I am responding to your submission regarding your settlement for the automobile claim involving a USAA insuredI regret the frustration you experienced as we strive to provide quality service and efficient claims handling
Thank you for speaking with *** ***, of our staff, on August 3, I am glad to hear that we reached an amicable settlement and that once your vehicle title is received, a payment will be issuedShould you have additional questions, Mr*** remains available to assist you, and he can be reached at ###-###-#### or ###-###-##*** *** *** Ms***, we appreciate the opportunity to review your concerns and to reply to youSincerely, *** ***

January 12,
Mr*** ** ***
*** ** ** ***
Dear *** ***:
I am responding to your second submission regarding the cancellation of your automobile insurance policy
Another thorough review of your account was completedAs *** ***, of our staff, explained, a full refund is not warrantedThe payment we received was applied to the outstanding balance, and the residual amount was credited to your checking accountOur records indicate this information was provided to you by several employees; hence, your allegation of receiving incorrect information is unfounded
MrMoses, while we appreciate the opportunity to review your concerns once again, you have not presented any new or additional information that would warrant a change in our decisionWe consider the matter closed
Sincerely,
*** ** ***

April 4,
Ms*** ** *** Complaint ID #: ***
Dear Ms
***:
I am responding to your submission regarding the handling of your automobile claimI regret the frustration you’ve experienced
After a thorough review, we confirmed the process was followed appropriately as all evidence provided must be brought into considerationIf you have additional evidence or questions on this matter, *** *** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***