Source Adult Video

May 2, 2018
Ms. [redacted]
[redacted]
Dear Ms[redacted]:
I am responding to your submission regarding your automobile insurance, and I regret any frustration this matter caused you.
On November 28, 2017, a Notice of Cancellation for Nonpayment of Premium (NPC) was...

mailed to your address on file indicating a payment was due before December 17, 2017. On December 5, 2017, we sent you an email advising of the NPC. No payment was received and the policy was canceled effective December 17, 2017. On December 29, 2017, we mailed an Automobile Policy Packet to you advising of the cancellation. After a thorough review of your account, we were unable to validate that you were told paying $1,283.56 would cover your insurance policy through April 2018.
Thank you for taking the time to speak with [redacted], of our staff, about your concerns. As discussed, the NPC remains valid. If you have additional questions, Mr[redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

July 16, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding [redacted]’s homeowners claim. I regret any frustration you and your father experienced as we strive to provide quality service and fair claims handling to our...

entire membership. We take the responsibility of protecting our members’ personal information very seriously. As such, we can only discuss [redacted]’s homeowners claim with him or the authorized powers of attorney on file. [redacted], of our staff, was unsuccessful in her attempts to reach either power of attorney. Ms. [redacted] remains available to discuss the status of the claim with [redacted] or his powers of attorney, and she can be reached at [redacted]
We appreciate the opportunity to reply. Sincerely, [redacted]

February 8, 2017   [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding Customer Service Issues.   Our records confirm that you filed an inquiry with the Office of the Minnesota Attorney General.  We mailed a...

response to the Office of the Minnesota Attorney General on February 8, 2017.    Thank you for the opportunity to reply.   Sincerely,   [redacted] Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I have continuously reached out to USAA by phone, using the contact numbers from the claim statement. However, it has been over 2 weeks since I have spoken with any representative from USAA. I was told by phone two weeks ago prior to the request of this correspondence that USAA will conduct a re-evaluation of my claim and would give me a response no later than 48 hours from that phone call, that was 2 weeks ago. After receiving this notification from the Revdex.com about their response, I used the phone number provided to contact a new representative but every time I call the number it goes to voicemail. I have left  several voicemail messages each time and no one ever calls me back. I am exhausted with this company, and frankly very disappointed of how they treat their customers (especially former military servicemen).  I have not received any compensation from USAA and it has been over 2 months since my accident claim. They are lacking on customer service. Please assist me in resolving this issue with USAA.
Regards,
[redacted]

July 7, 2016
 
Specialist [redacted], USA
Complaint ID #: [redacted]
 
Dear Specialist [redacted]:
 
I am responding to your submission regarding your two automobile claims.
 
As you are represented by an attorney for your automobile claims, we must communicate directly...

with your attorney.  [redacted], of our staff, spoke with your attorney to address your concerns outlined in your correspondence.  We ask that you contact your attorney who can advise you of the resolution.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

June 9, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your concerns with your auto claim. Thank you for speaking with a claims service manager about the matter. I am pleased to learn that the situation was resolved, and payment was...

issued to the body shop on June 3, 2016. We appreciate you allowing us to reply to you. Sincerely, [redacted]

Tell us why here...December 22, 2015 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the deductible associated with the December 12, 2015, automobile claim. Please know that our employees are expected to be courteous and professional when...

speaking with our members, and I regret if this was not your experience. We initiated a thorough review of your account and confirmed that a $100.00 comprehensive deductible applies to the claim; however, we were unable to substantiate that we asked you to cancel the claim or the policy. We show that you spoke with a Claims Service Manager on December 21, 2015, and on that date, we adjusted the comprehensive coverage effective December 10, 2015, and informed you of the premium difference. Should you have questions related to the claim, please contact Claims Service Manager [redacted]. We appreciate the opportunity to look into your concerns and respond. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find myself confused. Just to clarify, you have reached out to the attorney general regarding my auto claim? As you stated, I have already reached out to them and nothing further has been completed. Can I expect a response back from you again after you contact the attorney general? 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA agrees that they have received everything they need from me (submitted on 8/4/2015) to obtain the codes needed to process a payment, yet they have failed to do so. I am continuously receiving calls and notices from because my medical bills are past due. This ongoing delay from USAA is affecting my credit and I would like this process to be expedited. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the Insurance representative was in the wrong due to the harassing tones used over the phone and refusing to process the request after 3 different verification. A manager has never contacted me...and I was able to call in the next day and process my request with no hassle. The service USAA provides now is sad
Regards,
[redacted]

March 3, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your insurance policy payments.  We strive to provide quality service, and I regret that this was not your experience. 
Thank you for speaking with [redacted]...

[redacted], of our staff, who explained the automatic payment process and who accommodated your request for a refund of the charge you were assessed.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

September 19, 2017
[redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your out of pocket expenses for the loss of use of your vehicle.
[redacted] of our staff, was unable to reach you by phone to discuss your concerns. A review of...

the claim revealed that your vehicle was inspected at a USAA Direct Repair Facility on August 8, 2017. On August 18, 2017, your shop of choice submitted a supplement for additional damage to your vehicle; however, they did not include the photos to substantiate the supplement. The adjuster called your repair facility twice to follow up on the request for photos; which were submitted eight days after we were notified of the supplement. On September 15, 2017, a payment for $131.55 was issued to you for three additional days of loss of use, which were supported by the supplement.
If you have additional questions concerning this matter, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

May 17, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]   I am responding to your submission regarding your December 2, 2016, automobile claim.   Alan [redacted], of our staff, was unsuccessful in his attempts to reach you to discuss your...

concerns.  Mr. [redacted] conducted a thorough review of your claim and while we recognize you disagree, we feel confident that the correct decision has been made.  Please refer to our letter dated April 6, 2017, for details, or if you have additional questions, Mr. [redacted] remains available to assist you.         We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

May 12, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your automobile claim.
Mark Briggs, of our staff, was unable to contact you by phone to address your concerns. After receipt of the police report, we were able to ascertain the other driver was at fault for the accident. Please know that we conduct business in keeping with USAA’s core values of service, loyalty, honesty, and integrity, and your allegations of improper actions were unfounded. If you wish to discuss this matter further, Mr. Briggs remains available to assist you.
We appreciate you allowing us to reply to you again.
Sincerely,
[redacted]

August 14, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your rental property claim. Thank you for taking the time to speak with [redacted], of our staff, about the replacement value of your roof. After your...

conversation, Mr. [redacted] worked with the Claims Manager assigned to your file, and I understand that the estimate was adjusted to reflect the premium grade shingle for your roof. This resulted in a supplemental payment, which is being processed, and a new settlement letter has been sent to you. If you have any additional questions, Mr. [redacted] remains available to assist you. I appreciate you allowing us to reply to you. Sincerely, [redacted]

December 19, 2016 Second Lieutenant [redacted], USAComplaint ID #: [redacted] Dear Lieutenant [redacted]: I am responding to your submission regarding your November 18, 2016, automobile claim.  We regret any frustration you experienced as a result of this matter. Thank you for...

speaking with Tonya [redacted], of our staff, who confirmed a re-inspection of your vehicle was performed and a supplement for additional repairs was issued to you on December 7, 2016.  Our employees are expected to handle claims in a thorough and timely manner.  Please know that coaching has been provided to those involved to ensure others do not have a similar experience.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and USAA sent me a check for the cost of the car seat.  Now I am just waiting for the check to clear and the issue will be resolved.
Regards,
[redacted]

To Whom It May Concern: I just wanted to inform you that after I filed my complaint (#[redacted]), I was contacted by USAA and my claim has been processed and resolved to my satisfaction.   Thank you for all your help in resolving this matter in a timely fashion.  Sincerely, [redacted]...

[redacted]

December 21, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the July 7, 2017, auto claim. Thank you for speaking with [redacted], of our staff, about your concerns.  I understand that you also spoke with a...

Claims Service Manager on December 20, 2017.  The claim is being handled appropriately, and we ask that you continue to work closely with the adjuster to bring the claim to resolution.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because the 'thorough review was done in 1 day which I believe that the only information that was taken into account was the previous review that took 4 days. Several times during the conversation with Mr. [redacted] he kept stating that he was only there to answer the Revdex.com.  When I spoke with Mr. [redacted] the first time I knew what his decision was before the thorough review.   Not one USAA employee can tell me how the vehicle was put into storage except that it was done online.  As I stated to the prior review person, Torey had several accounts hacked from June to August, yet USAA made the comment "who would hack an insurance account to put a vehicle in storage."  We'll there is a possibility that it happened.  I believe this review has been cursory to only take responsibility away from USAA and it's very disappointing that after 32 years as a USAA customer it boils down to the almighty dollar dictating the response.  Regards,
[redacted]