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December 31,
*** *** ** *** ***
Complaint ID #: ***
Dear *** ***:
I am responding to your submission regarding your renters claim. Our employees are expected to handle claims in a timely manner, and I regret any frustration or inconvenience you may have
experienced
Thank you for speaking with *** ***, of our staff, who advised you of the status of your claim. Mr*** will continue to monitor the claim. Should you have any further questions, Mr*** remains available to assist you
We appreciate the opportunity to reply to you.
Sincerely,
*** ***

November 9, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding a possible property claim against our member Unfortunately, *** ***, of our staff, was unsuccessful in her multiple attempts to contact
you. Should you wish to pursue this matter, please contact Ms*** to discuss further We appreciate you allowing us to reply to you. Sincerely, *** ***

August 11,
Mr*** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your April 18, 2016, homeowners’ insurance claim
The feedback you provided about your experience has been shared with the appropriate partiesThank you for
speaking with Bertha Johnson, of our staff, about your claimI understand that the proof of loss documentation was completed and the payment has been issuedShould you have any further questions, Ms*** remains available to assist you at *** *** *** or *** *** *** ***
We appreciate you allowing us to reply to you
Sincerely,
*** ** ***

Complaint: ***
I am rejecting this response because: USAA is unwilling to offer any type of solution allowing me to have access to my money without hurting my credit scoreThey admitted that I was provided incorrect information and are not willing to give me $if I agree to keep the account open indefinitelyI advised that I have no issue applying for an unsecured card and am willing to do whatever they ask regarding that process however USAA still will not allow me access to my $without decreasing my credit score which was not disclosed to me when I opened the account
Regards,
*** ***

August 28, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your second submission regarding your deposit account with the USAA Federal Savings BankOur records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We responded to the CFPB on August 20, Thank you for the opportunity to replySincerely, *** ***

August 14,
*** *** ***
*** ** ** *** Dear Mr***: I am responding to your submission regarding the repairs to your automobile following the accident on May 29, We regret any frustration you have experienced as we strive to provide quality service and fair claims
handling to our entire membershipI hope your conversation with *** ***, of our staff, helped reassure you that member service remains one of our top prioritiesAs Ms*** advised, you have the right to choose your repair facility; however, in accordance with the terms and conditions of the policy, we are permitted to inspect and appraise the damaged property before its repairMr***, I am happy to hear that a claims payment was issued on August 7, Thank you for allowing us to review this matter and to reply to youSincerely, *** ***

Complaint: ***
I am rejecting this response because:The employee who closed my account did not follow any type of procedure in obtaining permission to close my credit card this will have long lasting effects on my credit This was my ***est credit card with the highest limit therefore lowering the average age of accounts and raising my credit utilization Not once did anybody explain that my credit card would be closed by closing this deposit USAA has already admitted they were at fault and have apologized multiple times for the actions sorry will not fix the impact this has had on my credit I suggested the balance on the credit card be forgiven? They offered dollars this will cost me thousands of dollars in interest over the next couple of years
Regards,
*** ***

Complaint: ***
I am rejecting this response because: *** renewed her contract under my advice, not USAA The first Enterprise rental contract is attached and ended on August which is what USAA claim representative *** *** scheduled I disagree with USAA's assessment of its practices and core values I have had many issues with USAAThis is a common practice with USAA I have received no letters from any staff of USAA regarding this matter In fact, I received an email stating that I personally accepted to receive all further claim communications via electronic means (i.eemail) I NEVER ACCEPTED THATUSAA is committing fraud by stating I accept my communicationsI would gladly take calls from USAA if it were not for the fact that USAA communicates to the Revdex.com that my complaints are resolved after the phone conversations and thus have my complaints closed without any resolution on my end.On another note, USAA claim representative *** *** received a phone call from my daughter regarding the fraud injury claim by the other driver *** forwarded a picture of the text message from the driver stating that no one on his end was hurt This is evidence that should be included regarding any settlement
Regards,
*** ***

December 7, 2016 Mr*** ** ***Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your recent automobile claim, and I regret any frustration this matter may have caused. Thank you for speaking with *** *** of our staff, who
discussed your concerns. I hope that your conversation with Ms*** reassured you that your satisfaction is important to us. As she explained, the bill in question was missing information necessary to process payment; however, we have since received the information from the provider. Currently, the bill is being reconsidered for payment within the Personal Injury Protection limits of your auto policy. Should 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 attempted several times to contact *** at the number which was provided leaving more than enough voicemailseverytime I attempt to call it either goes straight to voicemail or no one answersI have tried several times during the dayto this day no one has provided me justification for the decision made and I am still requesting an explanation for this situationI am a valued member of the veteran armed forces and was a valued loyal customer to usaa and did nothing to deserve this type of treatmen and termination
Regards,
*** ***

September 18, 2015 *** *** ** ***
*** ** ** *** Dear Ms***: I am responding to your submission regarding the medical payments related to your July 9, 2015, automobile accident. I regret any frustration you have experienced. Thank you for speaking
with *** ***, of our staff, about your concerns. Mr*** confirmed we received your medical release form and hospital provider’s bill; however, Auto Injury Solutions will require treatment codes and diagnostic codes, along with the medical records, to pay the bill. Should you have any questions, Mr*** remains available, and he can be reached at *** *** *** ** *** *** *** *** Thank you for allowing us to reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: There is still a $loss of use fee that has not been paid.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:usaa is a pathetic company, brags about all its values and service and on and on etc., but that's not the case You have to babysit them to do their jobs in multiple areas And when things take weeks and weeks and weeks and am forced to pay late fees and such repeatedly, you get a little annoyed This isn't the 1st or 2nd or 3rd or 4th or 5th or 6th or 7th or 8th or 9th or 10th or 11th or 12th or 13th or 14th or XXth and on and on and over and over you get to the point where you no longer have any patience or tolerance for this abuse you are subjected to So you (me) call them out on it, and I use language deemed appropriate for the situation to properly state how they are conducting business and how I'm being treated Apparently *** *** got her feelings hurt by me properly assessing the situation and putting her in her place for her pathetic service and inability to do her job So I used language to express myself for her incompetence and she must have had her diaper or training underwear on that day so like a baby, she tattled on me to someone This is the kind of business usaa conducts, and apparently we are to expect this service and just "deal with it" because we are at their mercy Even though Veterans like me are the reason they are in business in the first place.So they locked me out of my account, withheld thousands of my $'s for over a week and so on and so on. Due to the stupidity, incompetence, idiocy of their inability to perform simple, kindergarten-like tasks, they lost out on collecting interest of the thousands of $'s of my monies in various accounts, THOUSANDS of $'s a year in insurance premiums and the fact that I will be telling THOUSANDS of people of this situation and how they treat people as a result of their incompetence, they lose my business Also, they are screwing themselves even more, by revoking my access to my usaa account, I will no longer have online access to the $13K+ of a credit card balance I have with them, so they will be eating that cost as well. So if you think about the situation logically, they are screwing themselves repeatedly by their actionsI guess the saying of "don't bite the hand that feeds you" doesn't apply to them, since they think they are above and beyond a system of "checks & balances" and can operate however they feel they can. Talk about stupidity, thank you usaa for allowing me to move my accounts elsewhere not only to gain lesser insurance premiums, but to no longer give you the opportunity to collect thousands and thousands of my $'s on premiums, and for the $13K+ of credit card balance that I can no longer pay Thank You usaa!!!!!
With Absolutely NO Regards,
*** * ***

Complaint: ***
I am rejecting this response because:The bank didn't address any of the special circumstances of my issue or attempt to help to resolve my issue Their response was a summary of the situation (and not a very specific or complete one), and not helpful whatsoever They did indicate that I could receive my funds via check, but that is contrary to what a representative told me over the phone They even gave me a suggestion to contact the collection agency with whom I've already settled a debt, which a person would probably omit since I've already been working with the very same agency The attention they provided me is about what I would expect from an automated system, so I cannot say that they've provided a satisfactory response Since they didn't acknowledge the poor customer service I mentioned concerning their collections department, I'm assuming that this message came from said department (it would also explain the sub-par response)
Regards,
*** ***

Complaint: ***
I am rejecting this response because: You caused more of an inconvenienceI took time off work to
look into this issue by making numerous calls, going places, and having to speak with other people to advise
me/suggest about what to do or how to go about this situation, since no
education was made to me from any of you at USAAHad I been well educated and
informed with updates about this case, I would had been understandingAlso,
the fact that it took so long for you all to accept “responsibility” after you
got more than enough information, and after the person had accepted fault to
the officer (as stated on police report number & info that was all given to
you since day 1) my issue should had been resolved in no more than weeksBut
no, you guys allowed the issue to growAlso, I was told that my check was
going to be here by the “next day” since they had to resend it, but no, it
still took about daysEverything you guys tell me sounds good, but never
turns out to be good, it is not my job to do your jobPlain & simpleYour
business and how you handle it is embarrassing and ridiculousAlso to me this
issue is still not resolvedUntil I get my car out of the shop and the rental
process and whatever else comes up gets taken care of the way any other ethical
and professional business gets it done, then I will seeI do not trust what
you guys say, I will have to wait for everything to be done.
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. Hello, I am emailing in regards to a complaint I had filedI was finally able to resolve the issue after talking to a
few more representatives at USAAWas wondering how I would show that in my messages
Regards,
*** ***

October 9, Mrs*** *** Complaint ID #: *** Dear Mrs***: I am responding to your second submission regarding your automobile insurance billWe responded to your concerns on September 25, While we recognize that you disagree, we feel confident that the billing of your policy is correctAs *** ***, of our staff, advised you, we are willing to refund the overdraft fee you incurred as a courtesyHowever, we ask that you provide a statement or other supporting documentation showing the fee you were chargedPlease contact Mr*** at *** *** *** ** *** *** *** ***, and he will assist youWe appreciate the opportunity to review your concerns againSincerely, *** ***

Complaint: ***
I am rejecting this response because: My vehicle was not ready to be picked up on July 27thThe bumper was still off of the vehicle, and it was not ready until the end of the first week of AugustI had to book travel to Knoxville and pay for an Uber to the hotel and the shop to pick up my carI have dated pictures of my vehicle from a co-worker that was sent to *** along with my receipts
Regards,
*** ***

October 5, 2016 Mrs*** ***Complaint ID #: *** Dear Mrs***: I am responding to your second submission regarding the automobile claim. Our records indicate that you filed an inquiry with North Carolina Department of Insurance (DOI) regarding your diminution in value concerns. We responded to the DOI on September 20, 2016. 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,

Complaint: ***
I am rejecting this response because: I called Lake Norman hospital to check whether the outstanding bills were paidSo far only one bill for the amount $was paidTwo other bills totaling $need to be paidI called and left a message regarding the outstanding bills on 4/21/on Mr*** number
Regards,
Ethel ***