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June 25, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your second submission regarding your homeowners policyThank you for speaking with *** ***, of our staff, about your concernsWhile we recognize that you continue to disagree, we feel confident that the homeowners policy was issued appropriatelyNo new information has been presented that would warrant a change in our positionWe appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, *** ***

February 4,
Ms*** ***
Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). We strive to provide quality service to our entire membership, and we regret the frustration
you experienced
The Depository Agreement and Disclosures (DAD), which is provided to account holders at account inception and available on usaa.com, governs deposit accounts and describes the FSB’s Funds Availability schedule. The Funds Availability schedule in the DAD indicates when deposited items will be available. Under the schedule, the DAD indicates that in certain circumstances for deposited checks, the FSB may delay the availability of funds. In those circumstances, the FSB will notify you of the reasons for the delayed funds availability and will tell you when the funds will be available. Funds will generally be available no later than the seventh business day after the day of your deposit
Thank you for speaking with Timothy ***, 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 the opportunity to reply to you
Sincerely,
*** ***

June 16, Mrs*** *** *** ** ** *** Dear Mrs*** I am responding to your submission regarding your auto insurance billing and I regret any frustration this matter may have caused I understand *** ***, of our staff, spoke with your
spouse regarding your concerns. I hope that his conversation with Ms*** reassured you that your satisfaction is important to usIf you have additional questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

July 11,
Mr*** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your May 21, 2016, auto claim
Thank you for speaking with *** ***, of our staff, about the settlement of your total loss
claim. I understand she addressed your concerns about the settlement value, deductible, and rental car. If you have additional questions, Ms*** remains available to assist you
We appreciate you allowing us to reply to you.
Sincerely,
*** ***

January 25, *** *** ** *** Complaint ID #: *** Dear *** *** I am responding to your submission regarding your automobile claimOur employees are expected to be courteous and helpful when speaking with customers, and I apologize that this was not your experienceYour situation was
shared with the appropriate areas based on your feedbackPlease know we must thoroughly investigate the facts of the losses that are reported to us and settle the claims for which we are legally liableThis claim is currently under investigation, and I understand that you have filed damages with your insurance carrierShannon Sivek, of our staff was unable to reach you to discuss the matterHowever, she remains available to assist you and can be reached at (210) 531-USAA (8722) or (*** *** Extension *** Thank you for allowing us to reply to youSincerely, *** ***

February 4, *** *** ** *** Complaint ID #: *** Dear Mrs*** I am responding to your submission regarding your automobile claimI regret any frustration you may have experiencedThank you for speaking with *** *** and *** ***s, of our staff,
about your concernsI understand Ms*** advised that a portion of your total loss settlement was issued to pay off your auto loan, and once we receive the vehicle title from the dealership, the remaining settlement will be sent to you directlyShould you have any questions, Ms*** and MsEdwards remain available, and they can be reached at *** *** *** ** *** *** *** *** *** ***, respectivelyWe appreciate the opportunity to review the matter and reply to youSincerely, *** ***

Complaint: ***
I am rejecting this response because:The individual, from USAA, called and stated that I had provided only samples of "trade in value" and that was not a valid Diminished Value ClaimHe stated USAA would increase the amount from around to around Nothing he stated was correct/factual
The documents I forwarded were retail values from the county tax office, Car Max, Dealership appraiser that clearly illustrated more than $in loss value
Regards,
*** ***

Sergeant *** ***, USAR
Complaint ID #: ***
Dear Sergeant ***:
I am responding to your submission regarding the total loss of your vehicle
Our records reflect that you have spoken with several members of our management team regarding the additional equipment you
installed on your vehicleAs it has been explained, the value of your vehicle did not increase by the same amount you spent on the equipment addedOn July 20, 2017, you were sent a detailed email explaining your right under the policy to invoke the appraisal clause as a means to resolve the claimThe email also included a detailed copy of the CCC evaluationPlease advise your adjuster how you would like to proceedPayment for the undisputed amount of the total loss has been made
We appreciate you allowing us to reply to you
Sincerely,
*** ** ***

May 2,
Mrs*** *** Complaint ID #: ***
Dear Mrs***:
I am responding to your submission regarding your recent service experienceI regret any frustration you may have encountered as we strive to provide quality service to our entire membershipThe concerns you
outlined were shared with the CEO’s office, and your feedback helps us to improve our processes
I hope your conversation with *** ***, of our Compliance staff, helped reassure you that member service remains our top priorityIt is important to note that USAA adheres to the PATRIOT Act, and in so doing we collect required customer information to ensure compliance with federal laws and regulations and to form a reasonable belief that we know the true identity of our membersConsequently, we requested certain documentation from your son to establish his identityOnce we received the appropriate documents, your son’s identity was verified and the restrictions were removed
Thank you for speaking with *** *** of our insurance staffAs she indicated, we are not privy to the reason a member’s credit card transaction is declinedOn the other hand, when a member uses the same debit card to set up multiple payments on the same day, the debit card transaction is denied because our system has a buifeature to avoid potential duplicate paymentsI am pleased to know that Ms*** was able to process a payment for your son’s account and schedule a subsequent payment for the remaining balance
We appreciate the opportunity to review the matter and to respondShould there be additional questions regarding this matter, Ms*** and MsEdwards remain available to assist you
Sincerely,
*** ** ***

September 15, 2015 Mrs*** ***Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your credit card dispute. I regret any frustration or inconvenience you experienced When we discover that matters have not been handled to a
member’s satisfaction, we appreciate the opportunity to review our actions and to resolve the situation, as you allowed us to do. Thank you for speaking with *** ***, of our staff, about the dispute. Ms*** confirmed a credit was provided by the merchant in the amount of $64.04. Subsequently, we will credit your account the remaining $once we have your acceptance of our offer. At your earliest convenience, please contact Ms*** at *** *** *** ** *** *** ***, and she will be happy to assist you. I 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

Complaint: ***
I am rejecting this response because: An email was sent Oct with the receipt from my car rental and I have not received a response. A follow up email has been sent today, Nov
Regards,
*** ***

July 28, *** *** ***, *** Complaint ID #: *** Dear *** ***: I am responding to your second submission regarding the personal property damage involved in your February 2, 2015, fire lossWe responded to your complaint on July 16, I understand that you have since spoken with your adjuster, *** ***, who reviewed the totals and prior payments related to your personal propertyMs*** explained we will require verification if you need to dispute or add items to the list of non-salvageable items that was provided to you for reviewWhile we recognize that you disagree, we feel confident that our handling of the claim has been appropriate and in line with the provisions of your policy, and we strongly deny allegations of improprietyWe appreciate the opportunity to review your concerns again, and Ms*** remains available to assist you through the conclusion of your claimSincerely, *** ***

April 21,
Lieutenant *** ** *** USN
Complaint ID #: ***
Dear Lieutenant ***:
I am responding to your submission regarding multiple claims
Our records confirm that you filed an inquiry with the Ohio Department of InsuranceWe responded to the Ohio Department of
Insurance on April 20,
Thank you for the opportunity to reply
Sincerely,
*** ***

February 27,
Mr*** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your automobile insurance billing
*** ***, of our staff, completed a thorough review of your account; however, she was unable to reach you by phone to address
your concernsShould you wish to discuss this matter, Ms*** can be reached at (***) ***- USAA (***) or (***) ***-***, Extension ***
Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and your allegations of wrongdoing are unfounded
We appreciate you allowing us to reply to you
Sincerely,
*** ***

Chief Warrant Officer *** ** ***, ARNG
Complaint ID #: ***
Dear Chief Warrant Officer ***:
I am responding to your follow up submission regarding the insurance policy for your Ford F-
*** ***, of our staff, was unable to reach you by phone to discuss your follow up correspondence to the Revdex.comNonetheless, she sent you an email on January 30, 2017, to advise a final concession was made and the Storage Discount was added with an effective date of October 15, If you have additional questions, MsRodriguez remains available to assist you
Sincerely,
*** ** ***

June 6, *** *** ***
*** ** ** *** Dear Ms***: I am responding to your submission regarding your automobile claimThank you for speaking with *** ***, of our staff, who reviewed your concernsI am pleased to learn that the matter was resolvedWe appreciate
you allowing us to reply to youSincerely, *** ***

October 17, Sergeant *** *** Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding your claim history and I regret any frustration this matter may have caused Unfortunately, *** ***, of our staff, was unable
to reach you by telephone to discuss this matter with you. The first claim, dated January 16, was reported and investigatedHowever, it was determined that the loss was less than your deductible. Because that claim went through the claims review process and coverage was sought, it is reported in your claims history. The second claim, dated December 6, 2016, was also determined to be under your deductible. However, it was discovered that it did not go through the claims review process. Therefore, Mr*** has requested that your claims history be updated to reflect the deletion of this reported lossShould you have additional questions, Mr*** remains available to assist you at *** *** *** or (*** ***, Extension *** We appreciate you allowing us to reply to you. Sincerely, *** ***

February 27, Captain *** ***, USA Complaint ID #: Dear Captain ***: I am responding to your second submission regarding automobile claim Thank you for speaking with *** ***, of our staff, regarding your claim. I hope that your conversation with Mr*** answered you questions and addressed your concerns about the claim decision. Please know that providing best-in-class claims service is a top priority of USAAMr*** remains available if you have any further questions We appreciate the opportunity to respond. Sincerely, *** ***

February 22,
Ms*** ** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your automobile insurance claimI regret any frustration you experienced
Thank you for speaking with *** *** of our staff, who addressed your concerns
As he explained, three additional days of rental were authorized, and the repair shop has agreed to pay you for those expensesThe license plates have been mailed directly to you, and USAA has issued a check to you as compensation for the additional transportation expenses you incurredShould you have any additional questions, Mr*** remains available to assist you
We appreciate you allowing us to review the matter and reply to you
Sincerely,
*** ** ***

August 11, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your auto insurance claim. I regret any frustration you may have experienced as a result of this matter Thank you for speaking with ***
***, of our staff, who discussed your concerns and explained that USAA offers a variety of options to discuss your claim after hours. I hope that your conversation with Ms*** reassured you that your satisfaction is important to us. If you have additional questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***