USAA

February 19, 2016
[redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile policy.
I understand that [redacted], of our staff, spoke with you about your concerns.  As Ms. [redacted] explained, a nonpayment...

cancellation notice was mailed to your address on file and two emails were subsequently sent with a reminder of the pending cancellation.  We were later informed the email address was out of date and that you had since updated it on your spouse’s profile.  Ms. [redacted] confirmed that a new automobile policy would need to be issued and a down payment would be required.  We regret any inconvenience you may have experienced.  Should you have any further questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

March 28, 2016 [redacted]
Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding a debit card dispute with the USAA Federal Savings Bank (FSB). We regret any inconvenience this situation may have caused you. Thank you for speaking with [redacted] of our...

FSB staff. I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us. As he explained, once the FSB received all of the necessary information, a provisional credit was processed to your checking account on March 18, 2016. Please be advised that the merchant has 60 days to respond and that the FSB will handle the dispute to conclusion. We appreciate the opportunity to reply. Should you have additional questions, Mr. [redacted] remains available to assist you. Sincerely, [redacted]

Complaint: 10947170
I am rejecting this response because: Although they explained to me that they did not disclose all of the payment amounts that mysteriously were accrued, that is still not right. You cannot tell a person specifically they can expect to pay an x dollar amount, and then change that amount without expressly talking to that person. You do not get to raise a person's monthly amount and then just expect them to get in line with your program. The fact remains, theydid not explain from the beginning (when specifically asked) what all!! of the charges will be on the first payment. I would have thought in a conversation that took over an hour, that when specifically asked, it would have been ample time to state these are your payments, and unless you do this, this will increase. That part of the conversation never took place. This company had ample time to contact me personally that my payments will increase from $117.71 (which is what I was expressly explained) to $186.46 (the change amount is something close). You cannot change a person's monthly amount without speaking to a person. We had a verbal agreement, their representative expressly explained to me (because I asked specifically) that my first payment would be $117.71. They cannot just change that amount and not speak to me about it. They should have contacted me the next day! Explained everything to me, including this phantom Ky state charge, and how I needed to make the first payment in order for me to get the 6 month payment premium. This was NOT told to me.I asked about making a down payment, I was told by their representative that I did not need too. I asked about what my first payment will be, I was told $117.71 period! If I had not asked about all of the above, then all of this would be a wasted exercise. Make no mistake, they are not interested in resolving this, their bullying tactic of calling me and demanding that I just move forward was not going to fly. You cannot change someone's payment without expressly and verbally getting in contact with that person. If they had contacted me the next day, the next week....whatever I would have told them to forget it, and found a more reasonable amount. 
Regards,
[redacted]

August 16, 2016      Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your USAA Federal Savings Bank deposit account.    Thank you for speaking with [redacted], of our staff, who...

explained to you that your account would be closed in accordance with USAA’s Depository Agreement and Disclosures.  I understand that the joint account holder was able to transfer funds to another account.   We appreciate you allowing us to reply to you.  If you have any additional questions, Ms. [redacted] remains available to assist you.   Sincerely,   [redacted]
Tell us why here...

August 4, 2017
Petty Officer, First Class Willis [redacted], USN
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your second submission regarding your April 12, 2017, automobile claim.
Thank you for speaking with [redacted], of our staff, regarding the status of the claim. As he explained, once the investigation is completed, a final determination will be made on coverage and you will be advised accordingly. Likewise, once our investigation is completed, we will decide if reimbursement for the rental vehicle is warranted.
Thank you for another opportunity to respond.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I would like to receive a letter from USAA stating the disputed
amount of $464.35 was settle in my ([redacted]) favor, and I will not be
responsible for paying or repaying this amount, or additional fees or amounts
related to this vendor or transaction.
Regards,
[redacted]

February 20, 2015 Sergeant First Class [redacted], USARComplaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your second submission regarding your November 2, 2014, automobile accident.  While the damages to your vehicle were under your policy deductible, we actively worked to contact the claimant’s insurance company on your behalf.  However, the company indicated they did not have your contact information to facilitate their investigation.  I understand [redacted], of our Claims staff, advised that the insurance company determined coverage is available for the accident and that they are continuing to investigate the liability.  In addition, he obtained your approval to provide your contact information to the claimant’s insurance company.  The claimant’s insurance company will continue to work with you in the handling of the claim. Sergeant [redacted], we appreciate another opportunity to review your concerns.  Sincerely, [redacted]

December 8, 2015Ms. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:This is in response to your submission.    Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We will respond to the CFPB accordingly.Thank you for the...

opportunity to reply.Sincerely,[redacted]

June 3, 2016
 
Sergeant First Class [redacted], USA
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your submission regarding your request for a copy of your check.
 
I understand that [redacted], of our staff, reviewed your account,...

and verified a copy was mailed to you previously. After Ms. [redacted] posted a copy of the check to your online account, she spoke with you on May 18, 2016 and confirmed you received the copy of the official check.
 
We appreciate you allowing us to review this matter 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.
Although I specifically said in my Revdex.com complaint that I did not want any further contact from USAA and I got multiple phone calls plus an email to my personal email from them regarding this complaint.
Regards,
[redacted]

May 15, 2015 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the cash advance from your USAA credit card. Thank you for speaking with [redacted], of our staff, who explained the transaction fees for cash advances and convenience...

checks. Ms. [redacted] confirmed that the cash advance fee was refunded to your account as a courtesy. We appreciate the opportunity to respond to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Complaint: [redacted]
I am rejecting this response because:Ma'am I have, in no way, hide the fact that I legal representation. The statement, "We are aware that you are represented by an attorney" to me sounds like this fact that was found out was later discovered by USAA. In the response there is no mention that USAA is and has been represented by an attorney as well. The statement, " The adjuster is working with your attorney to bring this claim to an appropriate resolve," is not true. The accurate statement is that your attorney repeatedly asks for irrelevant information from my attorney and I that we provide. This is meet with more request for irrelevant information and no information or feedback from USAA or their representatives. I believe it is fair to state that although you (USAA) states, "We know what it means to serve," Your Attorney does not. My attorney has honorably served our country in the United States Air Force.  I have, and still am, honorably serving our country in the United Army. I have over 20 years of unquestionable service. I can provide a DD 214 to verify this however I'm sure your attorney will not understand the significance of this document. As a repressive of USAA your attorney has questioned my values and integrity making USAA just another insurance company.Regards,[redacted]I am in receipt of your letter dated July 7, 2017. As indicated in my telephone message to you, while your letter asserts that your demand to inspect my client's cell phone is "reasonable and necessary", the continuing failure to communicate the status of this claim, why you are doing this in depth background investigation of my client, and why this claim has not been resolved some eight months after the fire which destroyed, not only my client's home, but his life, is unacceptable and beginning to look suspiciously like bad faith.If you wanted to see my client's phone, why didn't you ask when he was present for his sworn statement? Is this simply a delaying tactic where every request is followed by another, and another, until an inability to respond allows USAA to deny the claim?Neither this communication, nor any other communication from myself or Mr. [redacted] is a refusal to provide information reasonably necessary to address the claim. We have NOT declined to provide any information you have requested that is available to us at this point. We are demanding that a clear and cogent status of this case and the basis for these information requests be provided.[redacted] 
Regards,
[redacted]

June 9, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding your insurance policies. Our employees are expected to be courteous, professional, and informative and to handle matters in a timely manner; I regret that was not...

your experience.
I hope you found your conversation with [redacted], of our staff, responsive to your concerns. As she advised, the homeowners policy was canceled, the non-payment cancelation was rescinded, and the automobile and valuable personal property polices were reinstated without a lapse in coverage. If you have additional questions, Ms. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

August 16, 2016
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your April 6, 2016 automobile insurance claim.
[redacted], of our staff, completed a thorough review of the claim, and confirmed the rear bumper,...

Bluetooth failure, and engine knocking were unrelated to the accident. This was verified by two appraisers and two different dealerships who stated the issues were due to wear, tear, and known defects. On several occasions you were advised you could obtain your own diagnostic, but no documents were ever received. At this time no new information has been presented to justify a change in our decision.
In regards to the vandalism claim, a review of the file shows you were made aware the $500.00 deductible would apply at the beginning of the loss. Should you have additional questions, Ms. [redacted] remains available to assist you.
In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy. Occasionally, this involves delivering news which we know our members may find disappointing. We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

January 13, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your December 24, 2014, rental reimbursement claim. I appreciate you discussing this matter with [redacted], of our staff. As she explained, 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 at the time of loss. Our records indicate you filed a claim on December 24, 2014, and added rental reimbursement to your policy six days later. In addition, based on the facts of the loss and your automobile policy contract, mechanical failure is not a covered loss in which rental coverage would apply. Therefore, we must respectfully decline your request to reimburse you for rental expenses. Thank you for allowing us to reply to you. Sincerely, [redacted]

July 6, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your December 2, 2016, renters insurance claim and I regret any frustration this matter may have caused.   Unfortunately, [redacted], of our staff,...

was unsuccessful in her attempts to contact you to discuss your concerns.  Currently, our records indicate that payment for your medical equipment was processed on June 23, 2017.  Thank you for your patience as we worked to resolve the matter.  Should you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

June 2, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB). The FSB handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is...

provided to account holders and is available for review on usaa.com. The DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as Deposit@Mobile®, for up to seven business days from the date of deposit. In some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant. Thank you for speaking with [redacted], of our staff, who provided you with the reasons the hold was placed on your deposit. After verifying that the deposit had been paid by the issuing bank, Ms. [redacted] removed the hold and funds were made available for your use. We thoroughly reviewed this matter and determined that the hold was placed appropriately. Therefore, we respectfully decline your request for reimbursement of moving expenses. Should you have any further questions, Ms. [redacted] remains available to assist you, and she can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: My initial questions were never answered. I understood how the transactions were processed well before it was retold to me several times. No one I talked to could explain how the transactions in question were processed out of sequence and didn't post on my account when they were supposed to.
Regards,
[redacted]

[redacted]:
I am responding to your second submission regarding your vehicle claims.
Our records confirm that you filed an inquiry with the Georgia Office of Insurance and Safety Fire Commissioner (OISFC).  We will respond to the Georgia OISFC accordingly.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

May 12, 2015 Sergeant First Class [redacted], USAR Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your March 31, 2015, automobile claim, and I regret any frustration and inconvenience you have experienced as we strive to provide quality service and...

fair claims handling to our entire membership. Thank you for speaking with [redacted], of our Claims staff, regarding the damage to your vehicle. I understand another inspection of your vehicle was completed on May 8, 2015, which determined that the wheel noises and damage are not accident-related. Please know that 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. Should you have any additional questions, Mr. [redacted] remains available to assist you. We appreciate the opportunity to review your concerns and to respond to you. Sincerely,
[redacted]