USAA

March 9, 2017
Mr. [redacted] Complaint ID #[redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your insurance billing.
Thank you for speaking with [redacted], of our staff, who confirmed you regained access to your account on March 1, 2017, and were able to submit a...

payment. If you have additional questions or require further assistance, Mr. Kristek remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 1. I was never contacted on the 15th. There's no call, voicemail or email from them. This is the reason why I requested to be contacted by email. I've been dealing with lies from this person and others from this company. As you can tell with the rewording they basically sat on this. I called on the 15th and left a message.2. I'm not sure who you think you are ms [redacted] whatever. But according to the buttons down below this subject is not closed. This my money and you nor your company is going to bully me. You're a poor rep for USAA. I'm going to make this situation and my treatment by your company publicly known. It's not a threat I'm just tire of the treatment and lies that you have displayed here and others have displayed. I've been with your company for how long now?3. You basically ignored my response and gave me generalized crap. Again, please read this... and contact me at [redacted].
Regards,
[redacted]

January 31, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your auto insurance billing experience. I regret any frustration this matter caused you.   Thank you for speaking with [redacted], of our staff,...

who discussed that as a courtesy, a payment arrangement was set up and no payment will be due in January.  The balance will bill in equal payments beginning in February.  In regards to your concern about phone call recordings, please know that we act in accordance with our core values of service, loyalty, honesty, and integrity; and we respectfully deny your allegations of wrongdoing. Additionally, due to system limitations we decline your request to record all of your correspondences with us.  Finally, we believe our members share an equal responsibility to manage their policies and to notify us when a change occurs.   I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us; however, if you have additional questions, she remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

October 17, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the automobile claim, and we regret any frustration you have experienced. In the event of a loss, we are responsible for making decisions in accordance with...

the terms, conditions, and limitations of our policy.  I understand you spoke with [redacted], of our staff, about your concerns. He completed a thorough review of the claim; however, no new information was discovered to warrant a change in our coverage decision.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

May 3, 2017 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding a March 28, 2017, automobile claim. Our records confirm that you filed an inquiry with the Mississippi (MS) Department of Insurance (DOI). We responded to the...

MS DOI on May 1, 2017. Thank you for the opportunity to reply. Sincerely, [redacted]

September 29, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your automobile claim.   Thank you for speaking with [redacted], of our staff, who discussed your concerns.  As Mr. [redacted] explained, the...

rental car provided to you was approved for the active repair time only.  Any additional days that the rental car was used would be the responsibility of the insured.  If you have additional questions, Mr. [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: The mechanical failure was a direct result of the negligence of the tow company that USAA contracted with to tow our vehicle. The tow truck driver was advised NOT to start the vehicle and disregarded that directive and drove my vehicle CAUSING the mechanical failure. My claim, filed in December of 2016,  acknowledged mechanical failure caused  by the  tow truck drivers refusal to wench the vehicle onto the truck. USAA has acted in bad faith in managing my claim and should accept responsibility for causing the mechanical failure of my vehicle.  
Regards,
[redacted]

November 17, 2015Mr. Corey [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding the handling of your secured credit card account with the USAA Federal Savings Bank (FSB).  Please know that the FSB acts in accordance with all applicable regulations and...

our core values of service, loyalty, honesty, and integrity, and I regret the inconvenience you experienced. Thank you for speaking with [redacted] of our staff, who explained the FSB’s policy regarding verification of funds and the processing time to receive a secured credit card.  As Ms. [redacted] advised, your $1,000.00 deposit plus interest was refunded to your USAA checking account, and the certificate of deposit was closed on October 23, 2015.  The secured credit card account was closed on October 26, 2015, and a closure confirmation was mailed to your address on record.  If you have any further questions, Ms. [redacted] remains available to assist you.  We appreciate the opportunity 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.

July 19, 2016
 
Private First Class [redacted], ARNG
Complaint ID #: [redacted]
 
Dear Private First Class [redacted]:
 
I am responding to your submission regarding your automobile insurance policy.  I regret any frustration or inconvenience you experienced as a result...

of this matter.
 
Thank you for speaking with [redacted], of our staff, who reviewed your account.  Based on Mr. [redacted]’s findings, he determined that multiple attempts were made to contact you for your automobile insurance payment.  Our records indicate that after payment was not received, a nonpayment cancellation notice, effective May 28, 2016, was mailed to you on May 4, 2016.  When we spoke to you by telephone on June 7, 2016, we advised you that the policy had been canceled on May 28, 2016, due to nonpayment.  Although your feedback has been shared with the appropriate area, we are unable to assist with your request.  Private First Class [redacted], we respectfully decline your allegation of any wrongdoing.
 
Should you have any additional questions, Mr. [redacted] remains available to assist you and can be reached at [redacted] or [redacted], Extension [redacted].
 
Thank you for allowing us to reply to you.
 
Sincerely,
 
[redacted]

May 18, 2016 Specialist [redacted], USA Complaint ID #: [redacted] Dear Specialist Ross: I am responding to your submission regarding your auto loan payoff with the USAA Federal Savings Bank (FSB). Our records reflect that on April 25, 2016, you scheduled a payment via usaa.com from your external...

account to post to your auto loan on April 26, 2016. Prior to speaking with the FSB, you scheduled another payment on usaa.com to post on April 26, 2016. A review of the call recording from April 26, 2016, confirmed that the FSB representative provided you with information on how to view payment transactions online and advised you that your payment would process at midnight. While we found no FSB error, and we respectfully reject your claim that our negligence resulted in the fee you incurred externally, we sent a refund check to you via FedEx on May 9, 2016, as a courtesy. Should you have any questions, Jaqueline Montemayor, of our FSB staff, remains available to assist you. We appreciate you allowing us to review your situation and reply to you. Sincerely,
[redacted]

November 14, 2016
Mr. [redacted] Complaint ID # [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your October 24, 2016, automobile claim. I appreciate the opportunity to respond. We regret the frustration and inconvenience you may have experienced, as we strive to...

provide quality service.
Thank you for speaking with [redacted], of our staff. As he explained, the liability determination was recently confirmed; hence, he will continue to work with you and monitor the claim for settlement. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

July 12, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the credit cards you hold with the USAA Federal Savings Bank (FSB), and I regret any frustration and inconvenience you experienced with this matter. [redacted], of our FSB...

staff, was unsuccessful in reaching you by telephone and email to discuss the events that transpired on your accounts. Nonetheless, she confirmed you were reimbursed for all the fees charged to expedite your replacement cards. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you 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.

March 13, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission about your settlement for the January 29, 2015, automobile claim, and I regret any frustration you experienced as we strive to provide quality service and fair claims handling. Thank you...

for discussing this matter with [redacted], of our Claims staff, who explained our position regarding the total loss settlement of your vehicle. I understand that we have received your vehicle title and that a claim payment was issued to you on March 11, 2015. We appreciate the opportunity to review your concerns and to reply to you. Sincerely, [redacted]

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]

Complaint: [redacted]
I am rejecting this response because:I have checked the carfax VIN history reports for all vehicles used by USAA as comparable vehicles and can see that they were all sold at auction recently even if that is not the most recent sale. I have also been able to confirm that at least one vehicle is a former fleet vehicle (also high mileage with no options) and I've attached the history report for that vehicle. Additionally, after going back and forth with USAA for weeks and being assured repeatedly that they were taking all options into account and the comparison was fair they finally admitted that was not the case. I researched every VIN they used as a comparison and showed that it was possible to research window stickers showing factory installed options for each vehicle. At that point they finally admitted that the comparison was wrong either through negligent or intentional fraud. They stated that they had my vehicle listed as a base model simply because they don't bother to research VIN numbers or even ask customers what options are on the vehicle so they just listed my vehicle as a base Fusion SE model. After showing them the evidence with window stickers for my own vehicle and all comps they agreed to provide an updated settlement amount. Unfortunately the updated settlement was provided today and they increased it from $20937.63 to $21182 for a difference of $244.37 based on the additional $4140.00 in options that they finally agreed that my vehicle had. I would like to think that after I demonstrated beyond any doubt, and they admitted, that their analysis was grossly wrong that they would finally do the right thing but fortunately they appear still be using questionable vehicles and not offering anywhere near a fair amount for my vehicle. This is well past negligence at this point and appears to be 100% intentionally fraudulent behavior from USAA. 
Regards,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because:My policy covers this type of repair. I will be filing a complaint with the Texas Insurance Association shortly and will continue to fight you until the oceans dry up. I also have multiple appointments to speak with several news agencies who are very interested in my case.
Regards,
[redacted]

November 29, 2016   Master Chief Petty Officer [redacted], USN Mrs. [redacted]   Complaint ID #: [redacted]   Dear Master Chief [redacted] and Mrs. [redacted]:   I am responding to your submission regarding your recent automobile insurance claim.   Thank you for speaking...

with [redacted] of our staff, who discussed your concerns. I regret any frustration this situation may have caused you and I hope that this reply reassures you that your satisfaction is important to us. Currently, our records indicate that your claim is still under review.  Ms. [redacted] will be in contact with you to provide updates as the claim progresses.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted] Tell us why here...

October 11, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your escrow refund check from your mortgage servicer.  I regret any frustration this has caused. Thank you for speaking with [redacted], of our...

staff, who explained he contacted NationStar Mortgage and an escrow analysis was completed.  His research shows that an escrow surplus of $807.13 was discovered and will be disbursed to you within 10 business days.  Furthermore, it was determined that the prior mortgage servicer was not collecting enough for escrow disbursals.  The most recent disbursal totaled $4,450.89, which equaled $370.91 per month and DMI was collecting $297.42 per month.  The new escrow analysis, effective October 1, 2016, will increase the escrow payment from $297.42 to $370.91, and the subsequent payment amount from $702.03 to $775.52.  If you have any additional questions, Mr. [redacted] remains available to assist you. We appreciate the opportunity to respond.  Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
USAA has NOT tried to resolve this complaint at all. No compromises, no working to help me in any way.  USAA has flat lied to me and to the consumer. While it is true they have the best homeowners insurance rates around, it is totally worthless. I have since replaced my homeowners insurance with another carrier to protect my investments because I cannot  trust USAA any further.  I recommend keeping a clear distance from USAA.
Regards,
[redacted] Disabled American Veteran