USAA

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]

October 3, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your July 23, 2016, automobile insurance claim. We regret any frustration this matter may have caused you as we strive to provide quality service.
In the event of a...

loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations of our policy. Our records indicate we have adequately paid for the repairs and rental expenses associated with claim. Additionally, I understand that [redacted], Claims Service Manager, reviewed your situation and responded to you via mail on September 22, 2016. Since then, we have received the diminution in value form and it is currently under review. We did recognize an opportunity for more prompt handling of estimates from our independent appraiser; hence, the rental was extended to compensate for the delay. However, your allegations of impropriety are unfounded.
I also understand that [redacted], of our staff, attempted to contact you regarding your complaint. Unfortunately, he was unsuccessful in his attempts to reach out via telephone but left you a detailed message with the results of our investigation. Should you have further questions regarding your complaint, [redacted], of our staff, remains available to assist you. Your adjuster will also continue to work with you to conclude your claim.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

April 30, 2015 Mrs. Thea Dendler Complaint ID #: 10593140 Dear [redacted]: I am responding to your submission about the handling of your Total Loss Protection (TLP) with the USAA Federal Savings Bank. We regret any frustration that you may have experienced. Thank you for speaking with [redacted]...

[redacted] of our staff, who explained the refund process and confirmed that, the TLP cancellation credit was applied to your credit card. Please know we value your feedback and have shared it with the appropriate area for review. Should you have any further questions, [redacted] remains available and he can be reached at [redacted], Extension [redacted] We appreciate the opportunity to respond to you. Sincerely, [redacted]

August 16, 2016
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your July 28, 2016 automobile insurance claim.
I am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire...

membership. Our employees are expected to handle claims and return calls in a timely manner; I regret that was not your experience. Coaching has been provided to those involved to ensure other members do not have a similar experience.
Thank you for speaking with [redacted], of our staff, who accommodated your request. I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 20, 2016   [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding the cancellation of your automobile and homeowners policies.  We regret any frustration you have experienced.     Thank you for speaking...

with [redacted], of our staff, who explained the reason why the settlement offer was not accepted to resolve a balance on your credit card with the USAA Savings Bank (USB).   I understand that you also spoke with [redacted], of our staff, regarding the cancellation of your automobile and homeowners policies.  Ms. [redacted] confirmed that a Notice of Cancellation for Nonpayment of Premium was sent to the mailing address on file, advising that a payment of $680.55 was due before August 11, 2016, to avoid cancellation.  On August 23, 2016, a letter was sent acknowledging that a payment for $680.55 was received after the date specified on the Notice of Cancellation for Nonpayment of Premium; therefore, the policies were canceled on August 11, 2016.  The letter advised issuance of the new policies depended on a full review and approval.    Although the automobile policy was reissued effective August 21, 2016, it was determined that due to the outstanding balance that is owed to the USB, neither policy was eligible for reissue.  Ms. [redacted] confirmed that your automobile policy will remain in effect. However, the homeowners policy is not eligible for reissue until the outstanding balance owed to the USB is satisfied.  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

January 21, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your additional submission regarding your September 28, 2012 automobile claim. Our records confirm that you filed an inquiry with the New Hampshire Insurance Department.  We will respond to New Hampshire Insurance Department accordingly. Thank you for the opportunity to reply.   Sincerely, [redacted]

January 9, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your August 1, 2013, automobile insurance claim and regret any frustration this matter has caused you.  Another review of your claim was conducted,...

and we have determined that your vehicle damages will be covered.  Unfortunately, [redacted], of our staff, has been unable to reach you by telephone to discuss payment details.  Please contact [redacted] at your earliest convenience.  She can be reached at [redacted] or ###-###-####, Extension [redacted].   We appreciate you giving us another opportunity to review your claim and respond to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:The representative didn't explain to my satisfaction the reason why USAA can not reimbursement me.  She explained how the law allows her to not reimburse me but that doesn't address my complaint.  I am asking for  someone to take a common sense approach to  the situation and explain why my uninsured motorist coverage is not applicable.  Also please don't call me again.  I would like the explanation to be written out here so everyone can see your response instead of calling behind closed doors and  giving an illogical explanation basically saying because we can legally.  Thank you
 
Regards,
[redacted]

Chief Warrant Officer [redacted], ARNG
Complaint ID #: [redacted]
Dear Chief [redacted]:
I am responding to your submission regarding the insurance policy for your 2010 Ford F-150.
Thank you for speaking with [redacted], of our staff, about your concerns. As she explained, our...

records reflect that on October 12, 2016, Mrs. [redacted] requested to have the Storage Endorsement on the vehicle removed as she would be driving the truck. A detailed review of your account does not indicate that she called back to reinstate the endorsement the following day. Ms. Rodriguez also discussed with you the requirement that the vehicle is maintained in storage for a minimum of 30 consecutive days and the vehicle will not be driven while in storage. We regret not being able to backdate the storage discount as you requested as the claim of October 14, 2016, indicates the vehicle was not in storage but was being driven.
If you have additional questions, Ms. Rodriguez remains available to assist you. We appreciate you allowing us to look into this matter and reply to you.
Sincerely,
[redacted]

November 7, 2014
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your September 8, 2014, automobile claim.
Our records confirm that we sent a letter to Mr. [redacted] on September 19, 2014, which...

explained that the rental would begin when the vehicle was left at the shop and that the rental would end the day the repairs were finished. On October 3, 2014, you left the vehicle at the shop and four days later, a payment for the damages was sent to Mr. [redacted]. On October 9, 2014, you contacted USAA and requested an extension for the rental until October 13, 2014, and the extension was approved. On October 14, 2014, the body shop confirmed that the repairs were completed the day before. That same day, Mr. [redacted] contacted USAA and requested that we void the payment and reissue it to the body shop.
I understand you spoke with [redacted], of our Claims staff, who explained the rental charges started on October 3, 2014, when the vehicle was left at the shop, and ended on October 13, 2014, when the repairs were complete. Therefore, we are unable to reimburse you for any additional rental expenses.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

June 20, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your February 27, 2016, automobile claim.
 
Thank you for speaking with [redacted], of our staff, about your concerns.  I understand you...

accepted the settlement offer and are working with the adjuster to have the lien paid off.   If you have additional questions, Ms. [redacted] remains available to assist you.
 
We regret any frustration you may have experienced, and we appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

July 7, 2016
 
Specialist [redacted]. [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]

Complaint: [redacted]
I am rejecting this response because: That is completely untrue. I scheduked the payments via phone in January with my new bank account. There seems to be no notes regarding this phone call. In Febuary it shoukd have been the new account as well and I was told that it was updated. Then when I called in May they said nothing was updated and that you guys needed to send me a form. 
Regards,
[redacted]

November 16, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding an accident you were affiliated with in July 2016. Thank you for speaking with [redacted], of our staff, who discussed your concerns. Our records...

indicate that on October 31, 2016, a USAA adjuster contacted [redacted] and [redacted] to confirm that you were removed from the claim file.  In addition, the adjuster contacted you by telephone to explain the aforementioned, and on November 1, 2016, he mailed a letter confirming that USAA was not pursing subrogation from you any longer.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

August 15, 2016
Mrs. [redacted]. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your checking accounts with the USAA Federal Savings Bank (the FSB).
We strive to provide quality service to our entire membership, and we regret the frustration...

you experienced. Thank you for speaking with [redacted], of our staff, who explained the reason the accounts were placed in a “frozen” status. As he confirmed, we are unable to release the funds, and he encouraged you to contact the FSB’s attorney handling the file for further guidance. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

September 14, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your membership status and the fraudulent accounts with the USAA Federal Savings Bank (FSB).  I regret any frustration this matter may have caused. ...

  Thank you for speaking with [redacted], of our staff, who discussed your concerns.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us. After further review, your membership status has been returned to a normal state, and the fraudulent accounts with the FSB have been closed.  If you have additional questions, Ms. [redacted] remains available to assist you at ###-###-####(USAA), or ###-###-####, Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

June 10, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your second submission regarding the credit card account with the USAA Federal Savings Bank (FSB) held jointly by you and your ex-wife. We responded to your complaint on May 21, 2015. 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. 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.

Complaint: [redacted]
I am rejecting this response because: No one has ever attempted to contact me. Although a payment was issued, I was still denied future access to any and all USAA accounts, even though I provided sufficient proof that I qualify to hold such accounts. No one from USAA has attempted to contact me on this matter. As a matter of fact, I havent had ANY of MY phone calls returned regarding this matter. I am unemployed, due to relocation after the fire, and have the same phone number. If someone attempted to contact me, I would have received it. 
Regards,
[redacted]

June 20, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank.
 
Thank you for bringing this matter to our attention.  [redacted], of our...

staff, attempted to reach you by telephone.  Ms. [redacted] determined that a transaction attempted to debit your account on June 6, 2016, but was returned as unpaid due to insufficient funds.  Therefore, a $29.00 fee was assessed appropriately.  We have thoroughly reviewed your account and confirmed that on June 7, 2016, you were unable to use the USAA Deposit@Mobile® service as the check image was not clear.  If you have further questions about this matter, Ms. [redacted] is available to assist you and can be reached at [redacted] or [redacted]
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because: The funds in my account on December 2nd were $2616.33 but because of the unacceptable hold on $341 of it my check for my mortgage for $2348.90 bounced when it should have cleared. It is quite simple math really and I am sorry you can't understand it. The same situation happened in September with a check to my DR also a hold on a payroll check. Both circumstances cost me bank fees, returned check and late fees from the mortgage company, and fees from the DR for presenting a worthless check. Fortunately, my DR's office staff has a USAA account and knows how bad you suck. There should NEVER be a hold on a payroll check and I find your response unacceptable. I have never had any issue with a payroll check clearing in 7 years as a customer. You leave me no choice but to transfer my business to my new checking account at a new bank. You underestimate how far reaching a negative experience from an unhappy customer can be.
Regards,
[redacted]