USAA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

January 13, 2016
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your second submission regarding your renters claim.
We responded to your complaint on December 31, 2015.  I understand that you have since spoken with your adjuster, who advised you of the additional information required to continue your claim.    
Sincerely,
[redacted]

July 14, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your experience with the mortgage loan process. I apologize for any frustration and inconvenience you experienced with this matter. Thank you for speaking with [redacted], of...

our staff, who confirmed your concerns were addressed, informed you that updated closing disclosures would be mailed, and advised you of the new closing date. If you have additional questions, Ms. [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:USAA’s response tocomplaints:I spoke with [redacted] at ###-###-####, in the CEO’s office. I addressed most of the concerns above and she said that she was sorry there is nothing her office can do to increase the payout amount of $4100!! I asked to talk with one of the managers and I was referred to [redacted] at ###-###-####.  I had also mentioned that one of the sellers I had talked about a Honda mentioned that one of his neighborshad their car totaled out by USAA. He mailed his title immediately to USAA and after 2 weeks, had still NOT received a check from USAA. So, I asked [redacted] why is there not a place like the accounting dept designated as a customer drop off for the titles and signing paperwork and picking up the checks all at the same time!! [redacted] told me that she would watch out for my check to make sure mineis sent out earlier. However, what about ALL of the other customers who are being delayed their money to buy a replacement car?  When they only have 3 or 7 days in the rental? I saw firsthand how all employees except for the new claims area leaves the office by 5:30 or 6:00. So what doesn’t get done today gets pushed off until tomorrow!! This is unacceptable for such a large company!!Regards,
[redacted]

March 11, 2015 Sergeant First Class [redacted], USA Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your second submission regarding your automobile claim. We strive to provide quality service and fair claims handling, and I regret any frustration you experienced when attempting to resolve your claim. We replied to your complaint on February 26, 2015, and advised that we would respond to the Washington State Office of Insurance Commissioner inquiry regarding this matter. Our records reflect that our response was provided to the Washington State Office of Insurance Commissioner on March 10, 2015. Thank you for the opportunity to reply. Sincerely, [redacted]

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I am responding to your submission regarding your automobile claim.  I regret any frustration or inconvenience you may have experienced.
Thank you for speaking with [redacted], of our staff,...

about your concerns.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  I understand that Mr. [redacted] explained our appraisal and supplement process.  Please be advised that an adjuster has since left a message for your repair shop to request any supplements.  If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

July 2, 2015 [redacted] Dear [redacted]: I am responding to your submission regarding your automobile loan and extended vehicle protection. When we discover that matters have not been handled to a member’s...

satisfaction, we appreciate the opportunity to review our processes and to resolve the situation, as you allowed us to do.  I apologize for any frustration that you have experienced.  Thank you for speaking with [redacted], of our staff, who confirmed the interest rate on your automobile loan has been adjusted to the lowest rate available based on the amount being financed and the year of the vehicle.  Ms. [redacted] also ensured that the extended vehicle protection has been added to your loan effective June 9, 2015.  Assurant will contact the repair shop to review the claim; however, we cannot guarantee the outcome.  Should you have any further questions, Ms. [redacted] remains available, and she can be reached at [redacted] Thank you for allowing us to reply to you.   Sincerely, [redacted]

I am rejecting this response because:I am still waiting on a call back from [redacted] to notify me on what needs to be done next. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Regardsless of then passing it off as "normal wear and tear", my car was NOT sounding like this prior to this lady backing into my PARKED car on 3/31.  For them to claim it as "normal wear and tear" . . how is it that it NORMALLY wore on the DAY of incident and on the SIDE of impact?  Its just as my mechanic said, yes wear and tear is NORMAL, but for it to SUDDENLY happen . . . SOMETHING had to have happened for it to SUDDENLY happen.  Im the one who drives this car EVERYDAY and as I said, it was NOT sounding like this PRIOR to the at-fault driver backing into it.  And their inspector who they paid to come out from Waynesville, Ohio did NOT ride with my husband to HEAR the sound and FEEL the vibration it IS STILL making, thats why per her inspection notes "the technicial could not replicate the noise".  And the back end of my car, the dent in my exhause has NOTHING  to do with the FRONT, LEFT side of my car per her inspection notes.  In the attachment, my mechanic admits to measuring the tires incorrectly, it should be 7/32".  I understand my car is 8 years old, I understand it has a HEMI engine, but regardless, it was NOT making this sound prior to her backing into my car and HAD it been, I would have taken care of it on 3/28 when I paid for the repairs that were noted on 3/11 when it was serviced.  THIS SOUND SUDDENLY CAME ABOUT, ON THE DAY OF IMPACT AND ON THE SIDE OF IMPACT . . . . HOW CAN """"NORMAL""""" WEAR AND TEAR BE THAT SUDDEN???????????  I DRIVE THIS CAR EVERY DAY, I ASKED RICK [redacted] HOW CAN IT SUDDENLY HAPPEN IF ITS NORMAL AND HIS WORDS "I DONT KNOW . . BUT IT COULD HAPPEN IF YOU HIT A POT HOLE, OR DRIVE UP ON A CURB" . . . NONE OF WHICH I HAVE DONE OR DO WITH THIS CAR.  MY TIRES WERE ALIGNED WITH THEY WERE REPLACED IN OCT 2014 AND NOW I CANT GET AN ALIGNMENT CAUSE OF SUDDENLY """"NORMAL""""" WEAR AND TEAR????  I ASKED them to check my alignment when they were repairing it and they couldnt do it cause THATS when it was noticed damage to the ball joint.I REJECT!!!!!!!!!!!!!!!!!!!!
Regards,
[redacted]

August 7, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile insurance policy, and I regret any frustration you experienced. Thank you for speaking with [redacted], of our staff, who confirmed that your automobile...

identification cards were processed in accordance with California regulation which requires that the name of the registered vehicle owner appear on the identification cards. Our records indicate that Ms. [redacted] was listed as the registered owner of the 2008 Ford Focus at the time the cards were processed. We were unable to locate emails that you indicate were sent to Ms. [redacted] about your policy. As you requested, Mr. [redacted] updated your information as the registered owner of the vehicle and new automobile identification cards were sent to you. It is important to note that we abide by all regulations as well as our core values of service, loyalty, honesty, and integrity, and we respectfully reject you allegations of wrong doing. Should you have any further questions, Mr. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

June 5, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your January 9, 2014, automobile claim with our insured. On May 22, 2015, your diminution in value (DIV) request was received. Later that day, Claims Service Manager [redacted] attempted to discuss the additional information that would be required to complete the review. Ms. [redacted] was not allowed the opportunity to finish the discussion, and the DIV claim was later denied. We must respectfully decline your allegation that USAA delayed the process. On May 28, 2015, we received the supporting documentation, and a DIV settlement was mailed to you on June 2, 2015. [redacted], of our staff, emailed you to confirm the payment was issued. Should you have any further questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to revisit your concerns. Sincerely, [redacted]

June 17, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your charged-off USAA Federal Savings Bank (FSB) checking and credit card accounts. [redacted] and [redacted], of our staff, spoke with [redacted] Lincoln D. [redacted], your...

attorney-in-fact, regarding your checking account and credit card account concerns. As discussed, in accordance with Internal Revenue Service (IRS) regulations, the FSB is required to send an IRS Form 1099-C when we cease collection efforts for any outstanding debt that is greater than $600.00, as we did in your case for your checking account. It is our business policy and within our sole discretion to send the account through the collection process or to cease collection attempts and issue the 1099-C once the account is charged off. The same rules apply to your credit card account; however, because we are continuing to collect on the outstanding balance, and the balance does not exceed $600.00, a 1099-C was not issued. The issuance of a 1099-C does not alleviate liability for the debt, and we did not discharge the debt; therefore, you remain responsible for the balance. We are unable to comment on any potential tax benefit that the FSB receives when it writes off debt. As Ms. [redacted] advised [redacted], copies of your August and October 2014 checking statements and two notices of charge off that reflect the balance owed were sent to [redacted]’s online documents on usaa.com. It is important to note that the FSB follows all regulations and acts in line with our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your allegations of inconsistency within our processes. Thank you for allowing us to reply to you. Sincerely, [redacted] This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose. Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

August 10, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your USAA Federal Savings Bank (FSB) deposit account.  I regret the inconvenience you experienced as we strive to provide quality...

service to our entire membership.   Thank you for speaking with [redacted], of our staff, who advised you that your accounts were restricted due to incoming suspicious calls.  I understand that she confirmed that your accounts are now in a “normal” status.  As agreed, she has sent information regarding the account restriction to explain the reason your mortgage payment was returned.    I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have any additional questions Ms. [redacted] remains available to assist you.   Sincerely,   [redacted] Tell us why here...

[redacted]
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[redacted]
[redacted] I am responding to your submission regarding your total loss claim of January 13, 2016.
Thank you for speaking with [redacted], of our staff, who agreed to look into the status of your title. Subsequently, Mr....

[redacted] confirmed we obtained your release of lien and that payment was issued to you for the total loss of your vehicle. If you have additional questions, he remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

**. [redacted]
Complaint ID #: [redacted]
Dear **. [redacted]:
This is in response to your letter received January 26, 2016, regarding the inquiry filed by [redacted] concerning the settlement value associated with an automobile loss occurring December 30, 2015. 
We have completed...

a review of the loss and confirm we accepted liability for the damage caused by our insured.  Our inspection of **. Deyager’s 2010 Dodge Caravan determined the vehicle to be a total loss.  A rental vehicle was made available for **. Deyager’s use during the inspection process.  **. Deyager initially disputed our actual cash value settlement offer and her complaint was escalated for review. 
On January 27, 2016, **. Deyager accepted our owner-retained settlement offer. However, on January 28, 2016, **. Deyager notified us that she had decided to decline the offer and would file a claim for her loss through her own carrier.  We are currently awaiting subrogation from the adverse carrier.
**. [redacted], we appreciate the opportunity to respond.
Sincerely,
[redacted]

July 18, 2016
 
Sergeant First Class [redacted] D. [redacted], USA (Ret.)
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your second submission regarding your June 11, 2016, homeowners claim.
 
As discussed with your claims adjuster, a diagnostic inspection determined that the plumbing damage was not the result of a covered loss.  Your policy does not insure for damage consisting of, or caused directly or indirectly by wear and tear, marring, or deterioration, nor does it cover damage due to earth movement or settlement.  These were noted as contributing factors that resulted in the sewer backup; therefore, the homeowners contract provided coverage for only the interior damage.  Your adjuster sent an email on June 16, 2016, to explain that the portion of the loss covered under your homeowners policy would not be pursued as it was less than your $500.00 deductible.  That same day, the adjuster issued a check to you for $625.00 to cover the diagnostic expense of the sewer camera.  If you have other questions regarding your homeowners policy coverage, our policy service staff can be reached at [redacted] or [redacted].
 
Please know that we value your membership, and while we understand this is not the outcome you were seeking, we hope our explanation clarifies our position.  Thank you for allowing us the opportunity to respond again.
 
Sincerely,
 
[redacted]

November 13, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding the November 5, 2014, auto claim. [redacted], of our staff, was unsuccessful in her attempts to contact you.  However, our records indicate that two emails were...

sent to you on November 4 and November 5, 2015, addressing the status of the claim and what is needed to proceed.  If you have additional questions, Ms. [redacted] remains available and can be reached at [redacted].  We appreciate you allowing us to research your situation and reply to you. Sincerely,[redacted]

Thu 2/5/2015 4:53 PM[redacted]First USAA scheduled the re-inspection of my vehicle in Colorado when they were previously advised that I was presently in Arizona.  Now the USAA inspector in AZ has contacted me and said he needs the receipts for the repairs made to my vehicle.  USAA  was previously advised regarding the receipts.  Has USAA received my communications?

November 4, 2015[redacted]Complaint ID #: [redacted]Dear [redacted] I am responding to your submission regarding your property insurance. I apologize for the frustration and inconvenience this situation has caused you as we make every effort to ensure our members’...

policies are serviced and maintained efficiently and accurately.  Thank you for speaking with [redacted], of our staff, who confirmed that your written request to cancel your renters insurance policy, effective December 8, 2010, had not been processed.  As such, we have canceled the policy as originally requested, and the premium credit has been refunded.  Please note that while we acknowledge that an inadvertent error occurred, it is important to know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we reject your allegations of unethical and immoral business practices.  We appreciate the opportunity to review this matter and reply to you.  Should you have any additional questions, Ms. [redacted] remains available to assist you.   Sincerely,[redacted]

October 19, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your USAA accounts.   Thank you for speaking with [redacted], of our staff, who confirmed that USAA received your required documents and your account access has been restored.  She verified that your insurance policies were cancelled and a credit of $57.81 was transferred to your bank account.  Please allow 3-5 business days to receive the credit.    We appreciate the opportunity to reply to you.    Sincerely,   [redacted]