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December 28, 2017 Ms*** ***Complaint ID #: *** Dear Ms***: I am responding to your submission regarding the transaction you disputed for the vehicle down payment. Thank you for speaking with *** *** of our staff, who explained that the specific documentation we requested for the vehicle was never received from you. The merchant advised the vehicle was never returned, and they provided a copy of the signed purchase agreement that reflected the vehicle was sold “as-is” and “with all faults.” Thus, the decision to hold you liable for the transaction remains unchangedIf you have additional questions, Ms*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ***

August 18, 2016 MrDaniel ***Complaint ID #: *** Dear Mr***: I am responding to your second submission regarding your experience after obtaining an automobile policy quote. We responded to your complaint on August 10, 2016. As we explained in our initial response, USAA does not sell our member’s information to third parties. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, *** ***

March 22,
Mr*** ***
Complaint ID #: ***
Dear Mr***:
Our records confirm that you filed an inquiry with the New York State Department of Financial Services (DFS). We will respond to the DFS accordingly
Thank you for the opportunity to
reply
Sincerely,
*** ***

September 25, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding the handling of the investigation into your disputed account activityWe appreciate your feedback and have shared it with the appropriate partiesOur records reflect that
on August 18, 2015, you contacted the USAA Federal Savings Bank (FSB) and advised the FSB of unauthorized account activity totaling $As such, an investigation was initiatedWe informed you that if our investigation into the alleged unauthorized activity required more than ten business days to be completed, we would provide provisional credits for the disputed activity while we continued our researchOur investigation determined that the transactions were valid based on the information availableOn August 28, 2015, we mailed you a notice of our investigation results informing you of our determination and stated that no further action would be takenI understand you spoke with *** ***, of our staff, who reiterated the findings of our investigationShould you have any further questions about this matter, Ms*** remains available and can be reached at *** *** *** ** *** *** *** *** We appreciate you allowing us to review your situation and respond to you; however, we respectfully decline your request for a credit of any fundsSincerely, *** ***

June 22, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your auto claim. We regret any frustration you may have experienced, and your feedback was shared with the appropriate areas I understand you
spoke with a claims service manager on June 8, 2017, that you subsequently accepted the total loss settlement offer, and that payments were issued to you and your lienholder on June 22, 2017. *** ***, of our staff, was unable to reach you to discuss your concernsShould you have any further questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

August 12, Chief Warrant Officer *** ** ** ***, USA (Ret.) Complaint ID #: *** Dear Chief Warrant Officer ** ***: I am responding to your submission regarding your homeowner’s claimI apologize for the frustration you experienced as we strive to provied
quality service to our entire membership, and feedback about your situation has been shared with the appropriate areas *** ***, of our staff, was unsuccessful in her attempts to reach you by telephone to address your concerns. Nonetheless, a thorough review of your claim was completed, and we confirmed a settlement check was issued on August 4, 2016. If you have additional questions, Ms*** remains available to assist you We appreciate your membership and the opportunity to reply to you Sincerely, *** ***

March 2,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding handling of your auto claim
Thank you for speaking with *** ***, of our staff, who explained the investigation was initiated due to the lowered deductible the
day before the loss and not because you declined the settlement offerOnce the investigation is over, you will be advised if it is possible to back date the coverage or receive any refundsAs discussed, it is recommended that you review the valuation report to ensure all the features of your vehicle are listed accuratelyIf you have additional questions on this matter, Ms*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

March 2, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your second submission regarding your February 2, 2016, automobile claimWe appreciate you speaking with *** ***, of our staff, again on February 24, 2016, who advised you of our position regarding the rental vehicle coverage and provided a copy of the bill to youI understand that Ms*** also confirmed that you had received the total loss settlement check paymentThank you for allowing us to review your concerns againSincerely, *** ***

Complaint: ***
I am rejecting this response because:USAA’s policies and procedures regarding determining a car a total loss and the day rental periodare too extreme because it treats the customer unfairlyOnly 20% of thecustomers don’t care about their car being totaled80% of the customers docare and would like to have their car repairedAbout their car being totaled..Some of the adjustors and managers seem to be working on autopilot instead oflistening to customersI had had at least days when I was in anotheraccident when I had USAAI also had Progressive and they have a week rentalperiod for a total lossMy father *** ***, *** ***, and I are eachcompletely outraged about this *** *** used to work in the travel dept atUSAA.There is NO excuse for such a larger company to NOT haveadequate staff to answer the manager call centersUSAA definitely has quite ahistory of offering much less than the car is worth or low balling the offer!! USAA’s policies and procedures reare about their car being totaled80% of the customers docare and would like to have their car repairedAbout their car being totaled..Some of the adjustors and managers seem to be working on autopilot instead oflistening to customersI had had at least days when I was in anotheraccident when I had USAAI also had Progressive and they have a week rentalperiod for a total lossMy father *** ***, *** ***, and I are eachcompletely outraged about this *** *** used to work in the travel dept atUSAA
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I appreciate USAA conducting a second review of this request and adjusting the PPC on the property
Regards,
*** ***

Mr*** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB)
The FSB’s Depository Agreement and Disclosures, which is provided to all account holders and is available on usaa.com,
states, “If FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may ‘freeze’ (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities.” As such, an investigation was initiated due to the activity on the recently-opened account, and your checking account was placed in a credits-only status. Our investigation concluded that there was no appearance of fraud, and all restrictions were removed
Amy ***, of our staff, was unsuccessful in her attempts to contact youShould you wish to close your account or if you have any further questions about this matter, please contact Ms*** at *** *** *** ** *** ***, *** ***. I want to assure you that the FSB acts in accordance with federal regulations and our core values of service, loyalty, honesty and integrity. Thank you for allowing us to research this matter and respond to you.
Sincerely,
*** ***

April 25,
Ms*** *** Complaint ID #: ***
Dear Ms***
I am responding to your submission regarding your son’s automobile claim
Unfortunately, *** ***, of our staff, was unable to reach you by phone to further discuss your concernsNonetheless, we
confirmed that the equity payment was sent on April 14, via electronic funds transferIf you have additional questions, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

April 9, 2018 Mrs*** ** ***Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your insurance policy. Thank you for speaking with *** ***, of our staff, who accommodated your request. I hope that your conversation with Mr
*** reassured you that your satisfaction is important to us. If you have additional questions, Mr*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ***

August 16,
Sergeant First Class *** ** ***, USAR
Complaint ID #: ***
Dear Sergeant ***:
I am responding to your most recent submission regarding your homeowners claim
As we indicated in our reply to your last submission, we are unable to discuss the claim with you
directly as you are represented by an attorneyPlease have your attorney contact USAA for further information about the claim
Thank you for the opportunity to respond
Sincerely,
*** ***

March 1, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding auto claim Our records confirm that you filed an inquiry with the Mississippi Insurance Department. We responded to the Mississippi Insurance
Department on February 28, Thank you for the opportunity to reply Sincerely, *** ***

Complaint: ***
I am rejecting this response because:The problem was not resolved as stated
Regards,
*** ***

November 3,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your automobile claim
Thank you for speaking with *** ***, of our staff, who will continue to monitor your claimWe are currently awaiting a
re-inspection of the vehicle’s four doorsIf you have additional questions, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

May 8, Ms*** *** Complaint ID #: *** Dear Ms***: 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, *** ***

December 7,
Major *** ** ***, USAF (Ret.)
Complaint ID #:
Dear Major ***:
I am responding to your submission regarding loans with the USAA Federal Savings Bank (FSB)
*** ***, of our staff, was unsuccessful in her attempts to reach you; however, she
conducted a thorough review of your accountsShe confirmed that the personal loan was charged off on October 17, 2014, and until the unpaid balance is settled or paid in full the restrictions would remain in effectLikewise, on February 17, 2015, the automobile loan was charged off, but the balance was paid after it was reportedConsequently, that account is now reported as charged off with a zero balance owed
Major ***, we thoroughly reviewed this matter and based on the documentation we have, we are confident that both accounts have been reported correctlyUSAA must comply with Fair and Accurate Credit Reporting; therefore, the FSB is unable to remove any adverse information submitted to the consumer reporting agenciesYour allegations of service failures are unfoundedIf you have additional questions, Ms*** remains available to assist you, and she can be reached at (***) ***-*** (***) or (***) ***-***, Extension ***
Thank you for allowing us to reply to you
Sincerely,
*** ** ***

June 28, Mrs*** ** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding the handling of your automobile claimI understand that *** ***, of our staff, spoke with your son, *** ***, regarding this matterPlease accept our apology
for the delays that you experiencedCoaching has been provided to those involved to ensure others do not have a similar experienceOur records confirm that a payment for your vehicle repair was issued on June 24, 2016, in the amount of $1,to AutoNation Collision CenterShould you have any questions, please call Mr*** at *** *** *** or *** *** *** ***Thank you for allowing us the opportunity to review your concerns and to respond to youSincerely, *** ***