USAA

June 9, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission about your application for a VA mortgage loan.  I regret any frustration or inconvenience you may have experienced.
 
I understand that [redacted]...

[redacted], of our staff, spoke with you about your concerns.  As Ms. [redacted] advised, no service opportunities were identified following a thorough review of the handling of your mortgage loan application.  The mortgage was declined due to other factors not related to the appraisal.  Therefore, we respectfully decline your request for a refund of the earnest money. 
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

October 11, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your recent automobile claim.   Thank you for speaking with [redacted], of our staff, who discussed 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 be courteous and informative and to handle claims in a timely manner.  Coaching has been provided to those involved to ensure others do not have a similar experience.  Our records indicate that your rental car has been extended and that Ms. [redacted] would be monitoring your claim for ongoing repair.  If you have additional questions, Ms. [redacted] remains available to assist you and can be reached at   [redacted] or[redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 12, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your second submission regarding your automobile claim.   Our records confirm that you filed an inquiry with the Washington Department of Insurance (DOI).  We will substantively respond to the Washington DOI.   Thank you for the opportunity to reply.    Sincerely,   [redacted]

July 14, 2017
Sergeant First Class [redacted], USAR
Complaint ID #: [redacted]
Dear Sergeant [redacted] 
I am responding to your submission regarding your homeowners claim.
We are aware that you are represented by an attorney. The adjuster is working with your attorney to bring this...

claim to an appropriate resolution.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Matter not resolved. To USAAAccident was No. 7th. Claim # [redacted]
I have no car and a BB&T loan not paid off. I want this resolved and to paid for a down payment on a car!You go 3 months without a ca. How much and how long would they pay for a rental? This is unbelievable!!!!
Regards,
[redacted]

March 29, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your automobile policy.  I regret any difficulty or inconvenience you experienced as we strive to provide quality service.
Thank you for speaking with...

[redacted], of our staff, who confirmed that changes to your coverage limits must be submitted by completing the Uninsured Motorists (UM) Coverage Bodily Injury Rejection/Selection form and selecting only one of the UM Limits.  Our records indicate that we could not make your requested changes as multiple limits were selected on the form you recently submitted.  I understand that Ms. [redacted] offered to guide you on how to complete the form on usaa.com or by fax; however, you declined.  Should you reconsider or if you have additional questions, Ms. [redacted] remains available to assist you.  
                                        ...⇄
We appreciate you allowing us 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]

June 15, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your automobile claim. I regret any frustration you may have experienced, and your feedback was shared with the appropriate areas.   Thank you for...

speaking with [redacted], of our staff, regarding your claim.  I understand a payment was issued for repairs to the vehicle on June 13, 2017.  Should you wish to discuss this matter further, 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: The mechanical damage to vehicle was caused by the tow truck driver that USAA contracted to move the vehicle from my driveway to a car repair shop. I advised tow truck to NOT start the vehicle, he ignored my request and drove it onto the truck. USAA's affiliate requested photographs of the engine to determine the condition of said engine. The engine needed to be disassembled by the repair shop for them to provide the photographs and I was told they would pay for the cost incurred. They have refused to pay for the cost of obtaining the photographs that they demanded. USAA has dragged this investigation out for 7 months.  I was a commissioned officer in the U.S. Army with 42 years of total service and I have never been treated so poorly.
Regards,
[redacted]

May 31, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your automobile insurance policy.
We responded to your complaint on May 12, 2017. [redacted], of our staff, previously spoke with you explaining the remaining balance owed. No new information has been presented that would warrant a change in our position. Should you require further assistance, Mr. [redacted] remains available.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

Complaint[redacted]
I am rejecting this response because: Any and every insurance company I have talked to has stated that they notify their customers and ensure that they acknowledge a change in the policy.. Once again MY policy was set up to renew every 6 months automatically there for I understand a change maybe in the pricing of a full coverage policy without notification.. But USAA CHANGED my entire policy without my understanding..No notification or anything.. they state that they sent it in the mail.. but how does that ensure that it gets from their company to my mailbox successfully without an issue in the delivery process??? I never once recieved ANY notification so how is this a CORRECT decision??? I never recieved ANY PHONE calls or emails.... MY WIFE and I went back to ALL of our emails and never recieved anything about a change...so how is this a CORRECT decision?? I chose to get a loan through USAA and have my full coverage on the vehicle through USAA... because I owed on the vehicle... and like I stated my renewal is set up automatically every 6 months... As a military service member I feel that I have been scammed because they changed my policy without my notification or ensuring that I fully recieved the policy change USAA has my PHONE nunber on file which contacts me directly and they never attempted to contact me this is a SCAM and I have a complete loss of my vehicle that we still have a loan with through usaa..... USAA has been very RUDE to me... and the NEW information that USAA should realize is that they SCAMMED me my WIFE was involved in a crash that she went to the medical hospital on base and determined that she had a concussion and we have proof... and USAA is suppose to cover our vehicle because we had full coverage that was changed without my permission or even my Acknowledgment.... I am very upset that USAA is treating me and my wife like this when our vehicle is totaled and she had a concussion and our coverage was full coverage... if this does not get resolved in the correct honest way then I am going to be forced to take it to the media and contact my legal officer... I am not going to let USAA treat me as a military member like this as well as my wife...
Regards,
[redacted]

Complaint[redacted]
I am rejecting this response because:This policy was started online and was reviewed by USAA over the phone where the person made changes to the account and was supposed to match my Progressive insurance.  The person admitted making a mistake later on and tried to fix this mistake on November 17th.  They made adjustments to the account and stated they made a note to the account with the adjustments.  This was admitted by the representative again when they contacted me about the Revdex.com complaint and was even stated that it showed there was an error made on USAA's side when the claim person contacted me from the Windshield company.They have admitted numerous times they made an error by setting up my insurance.  They stated that it shows in their system that I should not have had a deductible for my windshield and there's conflicting claims in the system and it's all right there in the system that there was an error done by USAA.  USAA is just not wanting to fix their mistake.
Regards,
[redacted]

October 12, 2016 Mrs. [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]: This is in response to your submission. Thank you for speaking with [redacted], of our staff, about the investment application for your son. I understand she addressed your concerns about the...

application.   If you have additional questions, Ms. [redacted] remains available to assist you at [redacted] or [redacted], Extension [redacted].  We appreciate you allowing us to reply to you.   Sincerely, [redacted] USAA means United Services Automobile Association and its affiliates. Accounts are introduced and brokerage services provided by USAA Financial Advisors, Inc. (FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPC. Clearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC.

February 6, 2017
Chief Petty Officer [redacted], USN (Ret.)
Complaint ID #: [redacted]
Dear Chief [redacted]:
I am responding to your submission regarding your auto claim.
We regret any frustration you experienced, and we appreciate you speaking with [redacted], of our staff, who...

explained that we completed another review and advised you of the updated settlement offer. We are pleased to learn that an amicable resolution was reached. If you have any additional questions, Ms. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The date listed for the claim they say they are taking off my record is not a valid date Dec 2016 has not occurred yet.  Additionally, because this was filed as a claim I was forced to use USAA because no insurance company would insure me for the last year.  Because of this my rate yearly premium was $375 over the average premium for my area and I had a deductible of over $12,000.  I am asking that the claim filed in Dec 2016???, be removed from my claim history as USAA has stated and that I am reimbursed $375.00 from USAA.
Regards,
[redacted]

September 30, 2015
[redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the handling of your claim. Our employees are expected to be responsive and helpful, and I regret that this was not your experience. Coaching has been provided to those...

involved based on your feedback. Thank you for speaking with [redacted], of our staff, who addressed your concerns and discussed the status of the claim. Our records indicate that settlement was sent to you on September 25, 2015. Should you have any further questions, Ms. [redacted] remains available to assist you. Thank you for bringing this matter to our attention and for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: The same reason as last time. Unfortunately nothing has changed I emailed [redacted] a week ago and, spoke to her via phone. My adjuster claims the same thing that the other two claimed that they were out of town. I emailed, called, and, sent them emails no reply. Although my case happened July 4, 2017 and, it's still on going with outstanding "medical bills" not to mention this is my third adjuster and, why do they continuously keep sending for a resolution when they know my case wasn't settled properly the first time so I've filed a under insured policy on my usaa policy which shouldn't have had to be the case however; it was. Worst company very inadequate Customer service or concern still from July 4 to counting! I will be getting transcripts and, still itemizing my discrepancies via their " corporate office" and, certified mail. One of my bills is 95,000 as a result of hospital bills and over 120,000 Total they didn't max out the At faults USAA policy or offer half of medical bills, or pay my loss wages so I'm being discriminated against, and the company is still acting in "bad faith"! Almost 3 months since my car has been totaled and, I substained injuries and, pain I'm still experiencing off and, on. It's horrible customer service and, unimaginable also; unacceptable that they still want to close a Revdex.com complaint when my case isn't even closed. Just another adjuster dragging his feet within their company to further prolong settlement of my case. Highly upset   
Regards,
[redacted]

[redacted]:
I am responding to your second submission regarding your joint bank account with the USAA Federal Savings Bank.
We responded to your complaint on March 29, 2016.  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; however, we consider this matter closed.
Sincerely,
[redacted]

December 28, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your November 30, 2016, automobile claim. Our records indicate that you are represented by an attorney.  The adjuster is working with your attorney to...

bring this claim to an appropriate resolution.   We appreciate you allowing us to reply to you.   Sincerely,*
[redacted]

September 2, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) debit card and your service experience.  I regret any frustration or inconvenience this caused you.  Thank you...

for speaking with [redacted] of our staff, who explained that your debit card was restricted due to a system error caused by an associate.  I understand that he assured you that coaching would be provided.  Please know that we strive to offer quality service to our entire membership.   We appreciate you allowing us to reply to you.  If you have any other questions Mr. Gonzalez remains available to assist you. Sincerely, [redacted]