USAA

March 6, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your second submission regarding the premium for your auto insurance policy that was issued effective January 14, Our insurance quotes are based on the information we are provided during the applicationWe responded to your complaint on February 24, 2015, and while we recognize that you disagree, we feel confident that the adjustment to your auto policy premium was handled 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, *** ***

Complaint: ***
I am rejecting this response because: USAA is at fault for allowing my EX to get car insurance for a vehicle that does not belong to herIt belongs to me I am the title owner and have sent them a copy of the title to prove itAs I explained in my previous complaints and expressed to the CEO'S office numerous timesNO ONE should be allowed to open up a policy with them fraudulently and nothing gets done about itUSAA refused to allow me to speak with the fraud department evenAnyone can get insurance by merely calling in or going online and answering a few general questionsNo proof is neededUSA keeps saying they are Authentic questions???? USAA wants to pay out a two pay check to her and IThey are wanting to pay out money to the person who lied to them and committed fraudUSAA is accepting this and does not care because they received a monthly payment from my EXMy claim should be handled by the other party's insurance company, the person who totaled my truckUSAA is holding things upThey say this is complicated, it isn'tthey just don't want to admit that there system and the way they conduct business is ALL WRONG! This is why they didn't want to put this in wright in to meIt's ok, I have the recordingsUSAA needs to back out of it! I am dealing with the other Insurance CoThey will be the ones that owe me
Regards,
*** ***

November 25,
*** *** ** ***Complaint ID #: ***
Dear *** ***:
I am responding to your second submission regarding your property claim
Our records confirm that we responded to the Texas Department of Insurance on November 11, 2014, and that you were copied on the response, which included a copy of the denial letter we sent you
Thank you for another opportunity to reply
Sincerely,
*** ***

November 12,
Mr*** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your October 19, 2014, automobile liability claimI regret the frustration you experienced as we strive to provide quality claim service to
all
Thank you for speaking with *** ***, of our Claims staff, regarding the handling of your claimI was pleased to hear that we have arranged for an inspection of the damages to your vehicle, and this will move your claim forwardIf you have any further questions concerning your claim, Ms*** can be reached at *** *** ***, Extension ***
Thank you for allowing us to reply to you
Sincerely,
*** ***

October 24,
Mr. *** *** ***
Complaint ID #: ***
Dear Mr.***:
I am responding to your submission regarding your September 16, 2014, automobile claim, and I regret any frustration you experiencedWe strive to provide fair claims handling to our entire
membership
Thank you for speaking with *** ***, of our staff, who explained that a payment for the supplemental damage was approvedShould you have additional questions, Mr.*** remains available to assist you
We appreciate the opportunity to reply to you
Sincerely,
*** ***

January 26, Sergeant First Class *** *** Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding your November 2, 2014, automobile accidentWe regret any frustration this situation has caused youWe are responsible for analyzing each loss on its own
merits and for making decisions in accordance with the terms, conditions, and limitations of the policyThank you for speaking with *** ***, of our Claims staff, who explained that we are actively contacting the claimant’s insurance company to assist in reaching a settlementWe appreciate your patience as we work diligently to resolve this matter with youShould you have further questions, *** *** remains available to assist you and can be reached at *** *** *** or ###-###-####, Extension ***Thank you for the opportunity to review your concerns and to respond to youSincerely, *** ***

January 27, *** *** ** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your homeowners claims and homeowners policy as well as your home mortgage appraisal with the USAA Federal Savings Bank (FSB)Thank you for speaking with *** ***, of our
Claims staff, and *** ***, of our Underwriting staff, about your concernsI understand that *** *** confirmed the March and May 6, 2009, water damage claims were filed correctly as separate losses and that a payment was estimated and issued for the bathroom repairsSince the roof leak was the result of a maintenance issue, we respectfully decline your request to reimburse you for the roof repairs as they are not covered under the policy contractHowever, as *** *** explained, we remain open to reviewing a contractor’s estimate for the interior damage, which was initially determined to be less than your deductible*** *** also confirmed that, based on loss history, the decision to non-renew the homeowners policy was warrantedWith regard to your home mortgage appraisal, *** ***, of our FSB staff, reviewed your account and found that the appraisal was sent to you by email in *** *** was unsuccessful in her attempts to reach you; however, she provided a copy of the appraisal for your review on usaa.comShould you have any questions, *** *** may be reached at *** *** *** or ###-###-####, Extension *** ***, we regret any frustration that you experienced, and we appreciate the opportunity to respondSincerely, *** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I do not accept the business's handling of this situationI have written notes that I took at the time that I had my conversation with USAA's sales representative regarding the auto quoteThe fact that the sales representative did not accurately document the quote in writing following our verbal conversation demonstrates a breakdown in the organization's policies and procedures regarding how phone conversations with potential customers are accurately documentedAdditionally, the organization's failure to record the phone conversation in order to have some record to check against the written documentation provided by the sales representative creates a he said/she said scenario between the potential customer and the organizationThese two problems do not appear to have been addressed by the organization.It appears that the organization is unwilling to take any additional action regarding this Revdex.com complaintIf that is the organization's decision, then I would consider this case Closed-Unresolved
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I have the utmost respect for USAA, however this answer does not address the core issueThe tool is unusable, as has been clearly communicated by your own customers here:***(i.e"Problems with the new 'My Budget' Tool" forum post)It is not usable for a number of reasons explained in the many forum posts located on USAA's website (the above link is just one of them), therefore it is not a functioning budget toolYou are correct in saying it is able to populate a graph with transactions from your banking account, however in my experience it is selective with which transactions it is able to grabIn addition to this, the tool will often duplicate transactions for a number of reasons (some of them impossible to figure out based on the software limitations), making it a non-functional budget toolThere is also no way to exclude specific transactions from the budget, a common practice for any money management systemCombine this with the numerous interface bugs and a large majority of your customer base simply chooses to not even attempt using this at all. Please put the proper resources on this team to address the core problems with this tools functionality.
Regards,
*** ***

February 2, Sergeant First Class *** *** *** Complaint ID #: *** Dear Sergeant ***: I am responding to your second submission regarding rental reimbursement coverage for your December 29, 2014, automobile claimWe responded to your complaint on January 21, 2015, and no new information has been presented that would warrant a change in our positionIf you would like to discuss this matter further, *** ***, of our Underwriting staff, remains available to assist you, and he can be reached at *** *** *** or ###-###-####, Extension ***While we recognize that you disagree with our response, we feel confident that the correct decision has been madeThank you for another opportunity to review this situationSincerely, *** ***

Complaint: ***
I am rejecting this response because: USAA's response is wholly inadequate and totally misrepresent our dealings. The settlement was not accepted by me. USAA advised that they would not change the settlement amountI am being held hostage because I have a roof, which USAA agrees, needs to be replaced. See attachment.Furthermore, each person that I spoke to at USAA could not dispute that the $378,replacement value of my home could not be justified. A new housing development less than miles from my home is sellng similiar homes with the same square feet starting at $175,000. *** *** of USAA agreed that with demolition, etc would not come near $378,000. Thus, to equate a 1% percent replacement cost deductible of $($378,replacement cost) is a grossly unfair business practice. Between two homes, I have had homeowners' insurance for almost years with USAA paying thousands and thousands of dollars over that period of time to cover roof damage or replacement. Living in Tennessee, roofing damage is the only likely damage a homeowners will encounter. For USAA to have a 1% deductible tied to an over-inflated replacement cost forces the policy holder to underwrite his or her roof. See attachment. Furthermore, USAA controls the replacement cost assessment and not the consumer. Therefore, the replacement cost is arbitrarily established by USAA at the expense of the consumer. I have no problem if the replacement cost was legitimately related to the cost of my home. USAA promotes its image as one looking out for servicemembers. Many servicemembers like myself have accepted this image without question. USAA has not lived up to its image, and probably does not deserve this imageAs a Captain in the U.SNavy and an Iraq combat veteran, I feel completely taken advantage of by USAA.
Regards,
*** ***

Complaint: ***I am rejecting this response because: I have also been in touch with *** (claims servicing) from the CEO's officeI understand that you feel pricing is correct and I too understand (after the fact) that you by law, have to price the claim this wayThe primary issue is not solely with the pricing but together with the servicing of the claimTo add insult to injury I requested an itemized listing of the claim, including what was paid for the repairs of all vehicles involved*** refused to give me this information for review, saying, that it would violate the privacy of the individualsHow exactly, Im not sureI already have the name, addresses and phone numbers of the individuals involved; provided by the state trooper and also available on the police reportI'm not requesting any PMI that would violate HIPAA because I already know the amount paid on the medical portion of the claimSo what is there to hide? I requested very specific information as to why $7,000+ was paid on two vehicles with such little visible damageI have pictures of both vehicles with little to minimal damage on oneI wanted to see how much internal damage was documented and related to the accidentUnfortunately, *** was only willing to give me verbal amountsI was not satisfied with that responseAt this point, I don't feel any further communication would resolve this complaintI request that it remain on the record as such.Regards,*** ***

February 24, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding the premium for your auto insurance policy that was issued effective January 14, Thank you for speaking with *** ***, of our staff, who explained that after the auto
policy was issued, we received your motor vehicle report, and we mailed you notice of the premium increase due to your driving history on January 16, As you advised, you contacted us on February 10, 2015, to cancel the policy, at which time we notified you of the prorated premium balance for the time period coverage was effectiveThe remaining balance is $If you have additional questions, *** *** remains available to assist youWe act in accordance with regulations as well as with our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your allegations of wrongdoingWe appreciate the opportunity to reply to youSincerely, *** ***

March 4, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your February 10, 2015, automobile claimAccording to our research, you took your vehicle to a facility that participates in our direct repair program (DRP) before they
received the assignment from USAAThe facility wrote the appraisal without the knowledge of you filing a claim with usOnce the DRP repair facility received the order from USAA, the estimate was rewritten taking into account the USAA discounted rateThis reduced your estimate to an amount under your deductiblePursuant to our policy provisions, we were unable to waive the collision deductible since the loss is less than the deductibleA detailed review of the claim revealed no evidence of improper handling; therefore, we respectfully disagree with your allegations of improprietyWhile we regret the frustration you experienced, we advised you that you would need to file the claim directly with the responsible party’s carrier, which would entitle you to rental car coverage during the repair of your vehicle*** ***, of our staff, was unsuccessful in her attempts to contact you to discuss the claimShould you have any questions, *** *** remains available to assist youShe can be reached at *** *** *** or ###-###-####, Extension ***Thank you for allowing us to reply to youSincerely, *** ***

Complaint: ***
I am rejecting this response because: I've never had this issue before and I will not pay what is owed until I can access my account fullyAll of a sudden my account is restricted if you go back in my account there have been numerous times I have not paid my insurance bill and went to another companyI still had full access to USAAAlso my bank statements are being sent to my house I nev asked that to be done
Regards,
*** ***

May 28, Mr*** *** *** Complaint ID #: ***
Dear Mr***: I am responding to your submission regarding the homeowners insurance policy and access to your accountThank you for speaking with *** *** and *** ***, of our staff, about these mattersI understand Ms
*** canceled your insurance policies as you requested, and Ms*** explained that we have processes in place to protect the privacy of member information and to help guard against potential identity theft or fraudPlease know that safeguarding the security of our members’ information is critical to our business, and it was never our intent to inconvenience youMr***, we hope you’ll give us the opportunity to regain your trust in the futureThank you for allowing us to review your concerns and to respond to youSincerely,
*** ***

March 9, Lieutenant Colonel *** *** ***, ARNG (Ret.) Complaint ID #: *** Dear Colonel ***: I am responding to your submission regarding your credit card disputePlease accept our apology for the frustration you experienced as a result of this matterAs *** ***, of our
staff, advised during your telephone conversation, a permanent credit of $5,and an interest refund of $were credited to your credit card account on March 3, Should you have any additional questions, *** *** remains available to assist youThank you for allowing us to reply to youSincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meI also wanted to note that executive team at USAA, especially ***, were very understanding, professional, and more than willing to help meI hate this issue had to escalate to this level but I will definitely continue using USAA
Regards,
*** ***

Complaint: ***
I am rejecting this response because: response from a company that does not want to admit they didn't handle this accident claim rightThey just want it to go away and ignore it .... I would expect "case closed" and "we can't talk to you" type of treatment from a fly a fly by night shady ins company but not USAA... I was wrong and after year with USAA I just realized how little they care about it's customersguppies in the ocean ..... very sad day
Regards,
*** ***