USAA

Complaint: ***
I am rejecting this response because: USAA continues to ignore my direct points, offers responses to arguments I never made, and is inconsistent in its responses to this matter.In my latest verbal conversation with USAA representative *** *** I was told the covered damages were below my deductibleThis is curious because USAA has held up until this point that there were no covered damages at allI maintain the fact that the cost of damages are actually more than my deductible; however, I do not understand why USAA would not have addressed this in the first place and why they are just now acknowledging that there actually were any covered damages.In USAA's latest written response to my Revdex.com complaint, which references my conversation with *** ***, *** *** states: "...the Tennessee court case you referenced involved a different homeowners policy contract, and your Virginia homeowners policy contract specifically excludes damage caused by deterioration, latent defect, and wet or dry rot."On *** ***'s first point, I am fully aware that the case involved a different homeowner's policy contract and that this case is not controlling law in VirginiaHowever, the point I made was that the home owners' policy contract contained literally the same language as my policy regarding water damage, and the homeowners' circumstances also involved water damage caused by a latent defect, which is covered by the policyA court of law, albeit in a different state, determined that the policy contract language clearly distinguished wet rot, which is not covered, and water damage caused by a latent defect, which is covered, as separate and distinct covered perils even if the wet rot developed as a consequence to the covered water damageIf my financial situation had permitted, I would have been happy to take this case to a Virginia court to establish Virginia controlling lawOn a related note, *** *** also stated during our conversation that the statue of limitations for this claim had expired and prevents USAA from providing any coverage even if it wanted toWhile the statute of limitations may preclude USAA from being required to provide coverage, I have not been able to find any law that prohibits it from doing soThis is a disingenuous argument and a distraction from the pointI also would think it reasonable for USAA to change its policy language to be more clear after losing a class action lawsuit under precisely the same circumstances.On *** ***'s second point, USAA continues to point out that my policy, “excludes damage caused by deterioration, latent defect, and wet or dry rot” when my claim was not even for any of these issues, as I have continually statedMy claim was strictly for water damage caused by a latent defect, which my policy did cover, not for the latent defect itself or for any wet rotUSAA’s staunch refusal to acknowledge any covered damages at all until its most recent communication is a clear indication to me that it has no interest in fair dealings with its members.Based on the misleading and arguably deceitful manner in which the original claims adjuster handled my claim, USAA’s continued deflection of the substance of my claim, and its ultimately inconsistent position on covered damages, I have lost all faith in the company to look out for the best interest of its members regarding home owner’s insuranceI have, therefore, moved my policy to another company and will not come back to USAA for my home owner’s insurance needs
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
Thanks for your prompt response
Best 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
Regards,
*** ***

November 13,
Staff Sergeant *** ** ***, USA (Ret.)
Complaint ID #: ***
Dear Sergeant ***:
I am responding to your submission regarding your USAA automobile claim
I regret the frustration you recently experienced as we strive to provide quality service
and fair claims handlingMany factors are taken into consideration when determining the actual cash value of a vehicle such as the mileage, the options, and the condition of the vehicleI appreciate you discussing this matter with *** ***, of our Claims staff, and I am glad we reached an amicable settlementYour feedback is appreciated as we are continually seeking ways to improve the way we do businessIf you have additional questions about this matter, please contact Mr*** at *** *** (***), Extension ***
Thank you for allowing us to reply to you
Sincerely,
*** ***

February 18, *** *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding the balance for your previous USAA property and casualty insurance policiesPlease know that in accordance with your current document preferences, your policy paperwork,
including cancellation confirmations and monthly billing statements, are delivered electronically on usaa.comThank you for speaking with *** ***, of our Advocacy and Resolution Team, who confirmed your policy cancellation dates and apologized for any misinformation you may have received about the balance owed after the policies were canceledAs you requested, we issued a refund to your external deposit account, which leaves an unpaid balance of $It is important to note that we have canceled the automatic payment plan; therefore, your balance will not be automatically draftedShould you have additional questions or if you want to satisfy the outstanding balance, *** *** remains available to assist you, and she can be reached at *** *** *** or ###-###-####, Extension***We appreciate the opportunity to reply to youSincerely, *** ***

December 5,
Staff Sergeant *** *** ***, USA
Complaint ID #:***
Dear Sergeant***:
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB)
Our records reflect that you notified us about a possible $1,fraudulent
transaction from PayPal, which was pending to be debited from your checking accountOn October 6, 2014, an investigation was initiated after you notified the FSB that the transaction was not authorizedThank you for speaking with *** ***, of our FSB staff, who posted a provisional credit to your account for the amount of the transaction and notified you in writing that the credit was temporary while we investigated the claimOn November 21, 2014, the FSB notified you that the temporary credit would be reversed because the merchant issued a refund to your checking account directly; on December 1, 2014, the reversal was completedShould you have further questions, *** *** remains available to assist you and may be reached at (800) 531-USAA (8722), Extension ***
Thank you for allowing us to reply to you
Sincerely,
*** ***

January 21, *** *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your December 13, 2014, automobile claimFeedback from members often leads to improvements in our products and services, and we appreciate the time you took to bring
your concerns to our attentionThank you for discussing this matter with *** ***, of our Claims staff, on December 24, I understand that you had advised *** *** that your concerns with the claim had been addressed as you would be working with a different repair facility directly and rental reimbursement and lost wages had already been paidIn addition, your completed diminution in value evaluation form was reviewed on January 9, 2015, and the diminution in value payment along with a letter has been mailed to you*** ***, we regret any frustration you may have experienced, and we appreciate the opportunity to reply to youSincerely, *** ***

December 23, 2014 *** *** ** ***Complaint ID #: *** Dear *** ***: This letter is in response to your December 16, 2014, rebuttal submission regarding your August 24, 2014, renters insurance claim. I regret the frustration you and your mother experienced as we strive to provide quality service and fair claims handling to our entire membership. Our employees are expected to be courteous and informative and to handle claims in a timely manner. We have reviewed documentation of your mother’s conversation with USAA; however, we are unable to substantiate any allegations of harassment. As stated in our previous response on December 11, 2014, additional information is needed to settle your claim. Per the “Duties after loss” section of your renters policy, you must: “Submit proof of loss when required by us” and “answer our questions under oath about the loss.” Without a signed authorization for release of information, USAA will not be able to properly investigate your loss and the claim will be closed. We appreciate the opportunity to review your concerns again. Sincerely, *** ***

April 10, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your March 21, 2015, roadside claim, and I regret any frustration this matter has caused youThank you for discussing your concerns with *** ***, of our Claims staff, who
addressed the reasons for the delays you experiencedAs *** *** explained, coaching has been provided to those involved to ensure other members do not have a similar experienceIn addition, the details of what your policy covers and the associated premium is outlined on the declaration page, which is provided to you prior to the renewal of your policyI appreciate the opportunity to reply to youSincerely, *** ***

February 6, Specialist *** *** *** Complaint ID #: *** Dear Specialist ***: I am responding to your submission regarding your auto loan application with the USAA Federal Savings Bank (FSB)Our current Annual Percentage Rate (APR) for a used vehicle under
$15,is advertised “as low as” percent for a loan term of up to monthsWhen the price of the used vehicle exceeds $15,000.00, the FSB can offer a rate “as low as” percent for a loan term up to monthsWe regret any frustration you experienced trying to finalize your auto loan on our website, and the misinformation you were provided, and we hope that you find the aforementioned helpfulCoaching has been provided to those involved to prevent other members from having a similar experienceThank you for speaking with *** ***, of our FSB staff, who explained that as a courtesy, the FSB has offered you an adjustment on your APRIf you wish to accept the offer, *** *** remains available to assist you and may be reached at *** *** ***, Extension ***Specialist ***, thank you for allowing us the opportunity to review this matter and respond to youSincerely, *** ***

November 18,
Mr. *** *** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your experience depositing a money order via USAA Easy Deposit
Our records confirm that you filed an inquiry with the Consumer Financial
Protection Bureau (CFPB)We will respond to the CFPB accordingly
Thank you for the opportunity to reply
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have requested the appropriate action from a legal aspect from the insurance commissioners officeI am requesting apologies from USAA and associates from a business and customer service aspect through the Revdex.comThis isn't acceptable because these are in regards to two different activitiesThis issue still needs to be addressed separately from the issues also addressed with the Washington State Insurance Commissioners OfficeI will not accept anymore inaccuracies or attempts to disregard my requests on either sideWSCO or the Revdex.comI gave plenty of information in regards to what has occurredI explained multiple times that complaints would go out on both sides with no response to any of my questions or concernsNow, it is USAAs obligation to respond accordingly to both companies in regards to the, what appears to be malicious activity that goes up to a member of the Office of the CEO at USAA, hanging up on me instead of answering my concerns in regards to the activity that has occurred.
Regards,
*** ***

May 22, *** *** ** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding the USAA Plan F Medicare Supplement Insurance policyThank you for speaking with *** *** ***, of our Life staff, about your concernsAs she explained, during your January
6, 2015, conversation with our Life staff, you were advised to cancel the Medicare Advantage coverageAs a third party, USAA is unable to request the cancellation of insurance coverage through another carrier on your behalfTherefore, we must respectfully decline your request for reimbursement of co-pays or premium paidUSAA acts in accordance with regulations as well as with our core values of service, loyalty, honesty, and integrity, and we strongly disagree with your allegations of wrongdoingIf you have additional questions about this matter, please contact *** *** at *** *** *** *** or *** *** Extension ***Thank you for allowing us to reply to you and explain our positionSincerely, *** ***

June 3, *** *** *** *** *** *** ***
*** ** ** *** Dear *** ***: I am responding to your submission regarding your automobile claimThank you for speaking with *** ***, of our Claims staff, who explained that after a thorough review, it was determined a
service failure did not occur as the vehicle was added to your ex-wife’s automobile policy properly and within our guidelinesAdditionally, you were advised that both you and your ex-wife’s names will need to appear on the settlement paymentMs*** will continue to monitor your claim to its conclusion, and she may be reached at *** *** ** *** *** *** Thank you for allowing us to reply to youSincerely, *** ***

December 3,
Lieutenant Commander *** ***, USN (Ret.)
Complaint ID #: ***
Dear Commander ***:
I am responding to your submission regarding the loan offer you receivedWe regret any frustration this matter may have caused you
We appreciate you speaking with ***
***, of our Bank staff, who explained that members eligible for firm offers are identified through information provided from the consumer reporting companies, and we are required to notify all selected members of these credit offersAs *** *** advised, your feedback was shared with management, and we are actively looking into an option for those members who have already requested to opt out of marketing materialsFeedback from our members often leads to improvements in our products and services
Thank you for allowing us to reply to you
Sincerely,
*** ***

November 24,
*** *** *** Complaint ID #: ***
Dear *** ***:
I am responding to your submission regarding the servicing of your mortgage loan
We strive to provide quality service to our entire membership, and I regret any conflicting information you may
have receivedThe USAA Federal Savings Bank (FSB) has no record of conversations prior to November 5, 2014, when you requested payment to be sent to Tower Hill Select Insurance Company (THSIC)The next day, Dovenmuehle Mortgage Inc(DMI), the servicer of your loan, mailed a check in the amount of $2,for overnight deliveryPlease know that your situation was shared with our management team as we are continuously seeking ways to improve how we do business
*** ***, of our FSB staff, contacted THSIC and confirmed an incorrect mailing address was being usedThe correct address has been provided to prevent future occurrencesIf the THSIC insurance policy was canceled without replacement coverage being provided, DMI would have a lender placed insurance policy issued to provide coverage for any losses incurredUnfortunately, *** *** was unable to contact you by telephone to discuss the matter in detailIf you have further questions or would like to discuss the matter further, *** *** remains available to assist you and can be reached at (210) 531-USAA (8722), or (800) 531-8722, Extension***
Thank you for giving us the opportunity to reply
Sincerely,
*** ***

January 8, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding automatic payments for your automobile insurance policyOur employees are expected to be courteous and professional at all times, and I apologize if you were not treated
respectfullyThank you for speaking with *** ***, of our staff, who explained how the automatic payment plan worksI understand that *** *** waived four late fees totaling $and that the automatic payment plan has been set up appropriatelyIf you should have any further questions or concerns, *** *** remains available to assist you and can be reached at (210) 531-USAA (8722) or (800) 531-USAA (8722), Extension***We appreciate the opportunity to review this matter and respond to youSincerely, *** ***

May 27, 2015 *** *** ** *** *** *** ***
*** ** ** *** Dear Dr***: I am responding to your submission regarding your insurance policy billing. Our records confirm that you filed an inquiry with the Colorado Division of Insurance. We
will respond to the Colorado Division of Insurance accordingly. Thank you for the opportunity to reply. Sincerely, *** ***

March 13, *** *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your automobile insurance paymentWe regret any frustration or inconvenience you experienced following your request to change the date of your automatic paymentOur
records indicate that your billing statement reflected that your bank account would be debited on March 2, You contacted us on Saturday, February 28, 2015, to cancel your payment that was scheduled for Monday, March 2, However, payments can only be canceled before they begin to originate, which is generally one business day for bank account paymentsAdditional information can be found on *** under the section entitled “FAQs: Your Auto & Property Insurance Bill.” We confirmed that both the returned payment fee and the nonsufficient funds fee were waived*** ***, of our staff, was unable to reach you to discuss your concerns, and he remains available to assist you should you have any questionsThank you for the opportunity to replySincerely, *** ***

Complaint: ***
I am rejecting this response because: it is merely a 'boilerplate' response. The response does not state that I will no longer receive their junk mail, it merely states my complaint was forwarded to management for consideration in changing their procedure. The business stated that their junk mail is a 'requirement,' but it is their 'requirement,' not mine. I have repeatedly over several years told the business to not send me junk mail; until the company confirms to me in writing that they will do as I ask, this complaint will not be resolved
Regards,
*** ***