USAA

November 18, 2014
[redacted]Complaint ID #: [redacted] 
Dear [redacted]:
I am responding to your submission regarding your application for a home mortgage loan with the USAA Federal Savings Bank (FSB). We regret any frustration you experienced, and we appreciate you bringing...

your concerns to our attention.
Our records reflect that when you applied for a mortgage loan, you indicated that you had started a new job and were in training; therefore, your loan was prequalified based on your training income and was conditionally approved pending additional information including the verification of your income. As such, we requested copies of your tax returns for the previous two years as well as a copy of either your current employment contract or offer letter. We also contacted your employer about your income upon the completion of your job training. Based on the information obtained, we were unable to approve the loan.
We appreciate you speaking with [redacted], of our FSB staff, who explained that we thoroughly reviewed this matter and confirmed that we set the appropriate expectations regarding the loan status. Please know that we adhere to our core values of service, loyalty, honesty, and integrity, and we do not engage in deceptive or unethical business practices. As [redacted] advised, we respectfully decline your request for refunds of the good faith deposit and inspection fees. If you have any questions, [redacted] remains available to assist you and can be reached at (210) 531-USAA (8722), or (800) 531-8722, Extension[redacted].
Thank you for giving us the opportunity to reply.
Sincerely,
[redacted]

June 14, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your USAA Secure Checking account ending in [redacted]. We apologize for any inconvenience this situation may have caused you.
 
The FSB...

responded to the Revdex.com and the Consumer Financial Protection Bureau (CFPB) regarding the past concerns you mentioned in your submission.  The FSB responded to the CFPB under submission [redacted] in September 2014; to the Revdex.com related to ID number [redacted] in September and October 2014; and to Revdex.com ID number [redacted] in December 2015.
 
Although [redacted], of our staff, was unsuccessful in his efforts to reach you by telephone, he completed a thorough review of your account.  He determined that although the FSB is unable to comply with your request for additional monetary compensation, a $172.35 credit was applied to your checking account ending in [redacted] on June 3, 2016.  Should you have any additional questions, Mr. [redacted] remains available to assist you.
 
We appreciate the opportunity to look into your concerns and reply.
 
Sincerely,
 
[redacted]

December 31, 2015
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding an automobile loan you held with the USAA Federal Savings Bank.
Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau...

(CFPB).  We responded to the CFPB on December 29, 2015.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  there is no resolution offered.  "Looking into it" doesn't instill much faith especially since communication is obviously not your strong suit.  Hence, why my c r sit just got dinged by your ineptitude and is causing a lot of headaches in my life now.  All for something that wasn't my fault.  All you have done is victimized someone who was already a victim of circumstance.
Regards,
[redacted]

May 11, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding a property insurance quote. I am pleased to hear that you spoke with [redacted], of our staff, who discussed your concerns from your original submission and explained our current underwriting guidelines for Florida property insurance. Because we want to accommodate our members as much as possible, we often refer members to the USAA Insurance Agency, who has established relationships with trusted alliances to provide property and casualty coverage when USAA property and casualty insurance companies cannot. If you have any further questions, Mr. [redacted] remains available to assist you, and he can be reached at [redacted] We appreciate the opportunity to review your concerns again. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:  This response did not address my full complaint.  I have attached a copy for USAA to review since they want to gloss over answering my full complaint.  I have also attached documents showing how the liability coverage was lowered when the claimants were suing for the liability limits and then amended back to full liability coverage after the claimants received the lowered limits 15000/30000 instead of the full 50000/100000 they were LAWFULLY entitled to.  The complaint with supporting documentation speaks volumes about all the core values USAA really (in fact) has.  The fact that USAA is acknowledging illegally locking/blocking my account speaks volumes as well.  FYI the Revdex.com's own website gives USAA an A+ rating but the negative responses/reviews about USAA are at 88%.  That is magic math if I ever saw any.  An 88% negative reviews/responses speaks volumes about USAA's core values as well.I am waiting for USAA to address my complaints fully.  Obviously, they refuse to do that,  I suspect to protect the damage they have already committed against themselves.
Regards,
[redacted]

October 30, 2015[redacted]
Dear [redacted]:I am responding to your submission regarding the hold that was placed on your deposits.  I regret any inconvenience you experienced as a result of this matter.I understand you spoke with [redacted]...

[redacted], of our staff, who explained our deposit hold policy to you.  On October 19, 2015, Ms. [redacted] removed the hold on the deposits after contacting the banks the checks were drawn off of to verify funds.  Should you have any additional questions, Ms. [redacted] remains available to assist you.  Thank you for allowing us to reply to you.  Sincerely,[redacted]

November 21, 2014[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding your August 23, 2014, automobile claim.We are responsible for analyzing each loss on its own merits and for making decisions in accordance with the terms, conditions, and...

limitations of the policy.  In so doing, it is necessary to gather information to facilitate a thorough investigation and to formulate a sound conclusion.  Thank you for speaking with [redacted], of our Claims staff, who explained the investigation process in detail.  We appreciate your cooperation and your patience while we resolve the claim.  If you have further questions, [redacted] remains available to assist you and may be reached at (210) 531- USAA (8722) or (800) 531-8722, Extension [redacted].[redacted], it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we do, and we strongly disagree with your allegations of impropriety. Thank you for allowing us to respond to you.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:The entire claim process took longer than it should. USAA receives payment for the policy in a timely matter but when services are needed from USAA they take their sweet time and make the insured feel like I'm the one at fault. Horrible customer service from this company.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am not represented by any attorney or legal aid. Verify your information presented with your records. That's been another issue. No one person seems to know exactly what's going on or it can be spoke about. It all sounds like BS
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: There's still been no accepting of liability, and I've been out of work since April 9th. Trying to work from home, but being a property manager my job does require a vehicle. This process has been frustrating and the lack of communication is bad. But I kinda understand because I'm not the only individual with claims, but I've left voicemails that have not been returned. But I hope this situation gets better but thanks for trying. 
Regards,
[redacted]

November 21, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted].   I am responding to your submission regarding your recent auto accident.   I understand you spoke with Bernardo Melchor, of our staff, who discussed your concerns.  The adjuster...

handling the claim left you a voicemail message on November 9, 2016, detailing our liability decision.   Please know that we conduct business in keeping with USAA’s core values of service, loyalty, honesty, and integrity, and your allegations of unprofessional behavior and unreturned voicemails were unfounded.  Should you have additional questions, please contact your adjuster to discuss further.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

October 14, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the automobile claim. [redacted], of our staff, was unable to reach you to discuss your concerns. I am sorry to hear about the frustration you recently...

experienced as we strive to provide quality claims service. Our employees are expected to handle claims in a timely manner.  Coaching has been provided to those involved to ensure others do not have a similar experience. After a conversation with your insurance carrier, a payment of $346.45 was issued to them on October 10, 2016.  If any other out of pocket expenses were incurred, please provide receipts for review.  If you have additional questions, Ms. [redacted] remains available to assist you.     We appreciate you allowing us to reply to you.   Sincerely, [redacted]

July 1, 2016
 
Sergeant [redacted]. [redacted], USA
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your submission regarding the January 22, 2016, homeowners claim.
 
Thank you for bringing this matter to our attention.  [redacted], of our staff,...

attempted to reach you by telephone to address your concerns.  Should you wish to discuss the matter, Ms. [redacted] can be reached at [redacted] or [redacted], Extension [redacted].
 
We appreciate the opportunity to reply to you.
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because: I received many emails and calls from USAA but none from the person who allegedly tried to reach out to me.
Regards,
[redacted]

[redacted]
I am responding to your submission regarding your March 18, 2016, automobile claim.
Our records reflect that we faxed the requested documents on two separate occasions in April 2016.  We respectfully reject...

your allegation of retaliation as each claim is handled separately and evaluated on its own merits.  If you have additional questions, [redacted], of our staff, remains available to assist you and can be reached at [redacted] 
Sincerely,
[redacted]

September 20, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your automobile claim, and we regret any frustration you may have experienced. Thank you for speaking with [redacted], of our staff, who discussed...

your concerns.  I understand that an additional payment for rental reimbursement was provided to you via electronic funds transfer on September 12, 2016.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, Kimberly Muniz

October 11, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your USAA accounts.  I regret any frustration this has caused.   Thank you for speaking with [redacted], of our staff, who advised that...

Federal law requires USAA to obtain, verify and record the customer’s name, address, date of birth and other information that will allow USAA to identify the customer when opening an account.  I understand she explained the documents needed in order to restore access to your accounts.  If you have any additional questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to respond to you. Sincerely, [redacted]

January 16, 2015 Petty Officer First Class [redacted], USN Complaint ID #: [redacted] Dear Petty Officer [redacted]: I am responding to your second submission regarding your February 24, 2014, automobile claim. We responded to your complaint on January 7, 2015, and to the Washington State Office of Insurance Commissioner on January 8, 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. Thank you for the opportunity to reply. Sincerely, [redacted]

November 17, 2015Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile loan experience. Thank you for speaking with [redacted], of our USAA Federal Savings Bank (FSB) staff, who thoroughly researched your concerns and...

determined that a system glitch caused the retirement income information from the automobile loan application you submitted on the USAA Mobile App to not be considered when the application was evaluated.  As such, we have submitted a request to the credit reporting agencies to have the inquiry removed, and we are working to rectify the system issue.  We ask that you allow up to 45 days for this credit update to appear.  It is important to note that the FSB acts in accordance with our core values of service, loyalty, honesty, and integrity.  While we recognize that an inadvertent error occurred, we reject your allegations of discrimination.  Should you have any additional questions, Ms. [redacted] remains available to assist you.  We appreciate you allowing us to research this matter and reply to you.  Sincerely,[redacted]