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March 13, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your USAA auto insurance policy.  I regret any frustration this matter has caused you.   Sheila [redacted], of our staff, was unable to reach you...

by phone to discuss your concerns.  Ms. [redacted] remains available to assist you.     We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

April 13, 2018 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: Thank you for your inquiry regarding membership eligibility with USAA.  I appreciate the opportunity to respond. USAA operates as a membership insurer.  Membership is open to current and...

former military with a discharge type of “Honorable,” and to current and former dependents, including adult children and ex-spouses of our members. Thank you for speaking with [redacted], of our staff, about your concerns. During your conversation, I understand you indicated that your father “has never been a USAA member.”  In order for a child to be eligible for membership, the parent must have joined USAA.  Your USAA profile does not reflect any parent-sponsor information.  As Ms. [redacted] explained, the next step would be to obtain your father’s information in order to determine whether he had established USAA membership.  If he is a USAA member, your USAA profile can be associated with your father’s, which would allow you to establish membership as well.  It is USAA’s practice to notify a sponsoring member of any personal relationship updates; however, you informed Ms. [redacted] that is not an acceptable option.  To maintain our status as membership insurers, we are required to apply our membership criteria in a uniform and consistent manner; therefore, we are unable to grant an exception. You advised Ms. [redacted] that you no longer want to pursue membership.  Ms. [redacted] remains available to assist you in the event you re-evaluate your decision. We appreciate you allowing us to look into this matter.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: USAA should not use Arm Forces Veterans as a selling point because they do not serve veterans best interest ! Their apology is not accepted because of the way USAA handle this serious issue !!
Regards,
[redacted]

December 2, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile insurance claim.  I regret any frustration this matter may have caused you. Thank you for speaking with [redacted] of our staff,...

who discussed your concerns.  As she stated, the shop of choice is fully responsible for the current damages to the vehicle; therefore, a business decision was made to deem the vehicle a total loss.  Our records indicate that the total loss payment was sent to you on November 29, 2016.  In regards to your concern about a rental car, we respectfully decline your request to pay for additional days of rental coverage.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

December 17, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding your automobile loan payments.[redacted], of our staff, was unable to reach you by telephone to discuss your concerns.  However, as she...

explained in an email to you, a system issue was identified related to the duplicate posting of your September 2015 payment.  The issue has since been corrected, and Ms. [redacted] provided a detailed loan payment history which can be accessed through your documents on usaa.com.  Should you have any questions, Ms. [redacted] remains available, and she can be reached at [redacted]Thank you for allowing us to reply to you.  Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: Payment did not decline I sent over documents that showed the payment was deducted from my account.  When I called USAA the day my car was taken the agents that I spoke with were trying to figure out where the payment was allocated on your end. At no time until now that anyone say that the payment was declined this is the first.  they also informed me that this was not the first time that this has happened with your company. After not speaking with your agents  for over two hours and them informing me that they were unable to help me further unless I sent over the front and back of my card which I stated I was uncomfortable with. I called my bank to verify that was I was seeing online was accurate and it was
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA continues to reject the value of my vehicle that is stipulated in court documents. This is a very complex situation and despite being member of USAA for 20 years our loyalty to the company they were unwilling to resolve this manner. Other insurance companies have the decency to honor a legal document/settlement instead of valuing a car at the market value knowing that the car value is significantly lower because of the VW cheating emissions scandal. We are not satisfied nor will we be because this was never resolved in the manner it should have been. 
Regards, [redacted]

October 30, 2015[redacted]
Dear [redacted]:I am responding to your submission regarding the hold that was placed on your deposits.  I regret any inconvenience you experienced as a result of this matter.I understand you spoke with [redacted]...

[redacted], of our staff, who explained our deposit hold policy to you.  On October 19, 2015, Ms. [redacted] removed the hold on the deposits after contacting the banks the checks were drawn off of to verify funds.  Should you have any additional questions, Ms. [redacted] remains available to assist you.  Thank you for allowing us to reply to you.  Sincerely,[redacted]

June 22, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your online access, and we regret any inconvenience and frustration this matter may have caused you. According to the USA PATRIOT Act, “All financial institutions are required by...

law, to obtain, verify, and record information that identifies each customer who opens an account with that financial institution and in certain other circumstances.” Thank you for speaking with [redacted], of our staff, who obtained the required information to verify your identity. On June 15, 2016, she confirmed your account access was restored and an enhanced level of protection was enabled for your security. We appreciate you allowing us to reply to you. Sincerely, [redacted]

January 11, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your automobile insurance policy.   Our records confirm that you filed an inquiry with the Washington Department of Insurance (DOI).  We will...

respond to the Washington DOI accordingly.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 12, 2018 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your December 18, 2017, automobile claim. Thank you for speaking with [redacted], of our staff, who discussed the change in liability decision and the...

corresponding payment to be issued.  We regret any frustration you may have experienced. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

March 9, 2017
Staff Sergeant [redacted], USAF
Complaint ID #: [redacted]
Dear Sergeant [redacted]
I am responding to your submission regarding your automobile insurance claim. I regret any frustration you experienced as we strive to provide quality service to our entire membership. ...


Thank you for speaking with [redacted], of our staff, regarding this matter. As she confirmed, the issue was under further investigation. Upon completion of our review, you will be advised of our findings. Should you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to reply.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I specifically said I did not want [redacted] upfront. When [redacted] arrived he told me 1700, no other numbers. I would have add 300 to 1700. I pay the company at least 400 dollars a month. Why badger a 257 differential, its not a competent or consistent. I have had issues with respect and intellectual abilities with the company before having nothin to do with the claims. After reviewing consumer affairs about the company I found out from other testimonies that this was an isolated incident. So many similar testimonies about the treatment in regards to money and communication. I only researched consumer affairs after waiting a duration of a Business Week after I receive a check on days they are not available to answer the phone for that matter. Before I looked up CA, someone called perpetrating a manager and asking for my banking numbers. I was going to render them until after 20 minutes he was not a manager but said he was. I continued to ask for managers and never got to speak to one about [redacted] behavior even if they choose to keep the payment the same. I know [redacted] is a liar. I know what I read on consumer affairs. I knew to anticipate dishonesty and disrepect. What I didnt know is that I was not alone, that there are similar conflicts with the same company. It was then after I decided to have the check I called in to cancel to be directly deposited. It was then and only then I became aware and given proff of payment protocol. Opposed to being blindsided by unexpected payments or payoffs. The company has never allowed me to speak to any management. According to Consumer Affairs there were about 500 top complaints within the past 2-6 months. All having to do with communication or money. USAA clearly thinks of itself something greater than a scam organization. Its ok theyre ok with that. For me this is about principal and also the claim. Yet I feel the power that knowledge has provided me knowing that they are other consumers and people that were prey to this pety company.
Regards,
[redacted]

November 19, 2015Ms. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your submission regarding your automobile insurance premium.  As you may be aware, the Premier Driver Discount (PDD) is a credit applied to the premium of policyholders with good claims and driving record...

histories.  I understand that [redacted], of our staff, previously discussed the criteria to remain eligible for the discount and that the recovery of the settlement amount from the adverse carrier would have no bearing on obtaining the PDD.  As Mr. [redacted] explained, the discount may be restored with a good claims history of five or more years.  We thoroughly reviewed your account and confirmed that the matter was handled appropriately, and your premium is accurate.  Mr. [redacted] was unable to reach you to discuss your concerns further; however, he remains available to assist you.Thank you for allowing us to reply to you.Sincerely,
[redacted]

February 23, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile claim.  Our employees are expected to respond to claims correspondence in a timely manner, and I regret if this was not your experience.
Thank you...

for speaking with [redacted], of our staff, who accommodated your request.  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]

November 3, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your renters claim and your concerns about the USAA Federal Savings Bank (FSB).   [redacted], of our Claims Advocacy and Resolution Team, was unable...

to reach you to discuss your concerns regarding your claim. Please contact Ms. [redacted] at ([redacted]-USAA ([redacted]) or (800) [redacted], Extension [redacted]6, with any questions or concerns.    [redacted], of our staff, was unable to reach you to discuss the restrictions placed on your account due to suspicious activity on your debit and credit cards.  Safeguarding the security of our members’ information is critical to our business.  We have processes in place to protect the privacy of member information and to help guard against potential identity theft or fraud.  It is never our intent to inconvenience you. Ms. Alameda remains available should you have any further questions. We regret that you found it necessary to close your deposit accounts.  Our records show that multiple Automated Clearinghouse (ACH) payments in September and October 2017 were attempted in your checking account and returned for nonsufficient funds (NSF).  The next business day, NSF fees were assessed accordingly.  Merchants may reattempt the ACH transactions, and the FSB is unable to determine when the transactions will be reattempted.  As a courtesy, we refunded a total of eight NSF fees and one overdraft fee, as indicated on the September and October 2017 account statements.   Thank you for the opportunity to reply.   Sincerely,   [redacted]   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.

July 6, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission about accessing your accounts with the USAA Federal Savings Bank through the mobile app. I regret the frustration you experienced due to this matter. Thank you for speaking with [redacted]...

[redacted], of our staff, regarding your concern. I understand that she was able to assist you in accessing your accounts using the new CyberCode Token that was provided to you. Should you have any additional questions, Ms. [redacted] remains available and can be contacted at [redacted]
Thank you for allowing us to reply to you. Sincerely, [redacted]

September 27, 2016 Petty Officer [redacted], USN (Ret.)Complaint ID #: [redacted] Dear Petty Officer [redacted]: I am responding to your second submission regarding your USAA Savings Bank secured American Express card. We responded to your complaint on September 15, 2016.  While we recognize that you disagree, we feel confident that the correct decision has been made.  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, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

August 28, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit account and automobile claim. Thank you for speaking with [redacted], [redacted], and [redacted], of our staff, regarding your concerns. As Ms. [redacted] and Ms....

[redacted] advised, after a thorough review of our records was completed, we were able to confirm that you opened the checking account and used the debit cards that were provided. Therefore, you remain responsible for the charged off balance in the account. Our records also show that you applied for an unsecured loan in March 2014 and January 2015, both of which were declined. Since the applications were valid, we are unable to honor your request to remove the credit inquiries from your credit report. In April 2014, you established an automobile policy. A claim from Central Kia was presented to us in June 2014, in which they were able to provide documentation supporting their claim for damages to the vehicle they loaned to you. We are confident that the claim was handled appropriately. As Ms. [redacted] advised, we cannot delete the claim from your profile. Thank you for allowing us to reply to you. Sincerely, [redacted] 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. This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose.

January 12, 2018   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. Winans:   I am responding to your second submission regarding the transaction you disputed for the vehicle down payment.   We responded to your complaint on December 28, 2017.  Subsequently, we received a Notice of Deficiency after Sale of the vehicle.  As [redacted], of our staff, advised you, the document is not applicable to the vehicle purchase, and we were unable to locate any other document from you that reflects the vehicle being sold with a warranty from the dealer. While we recognize that you disagree with our findings, 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,   [redacted]