USAA

January 27, 2016
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your automobile claim.  Our employees are expected to respond to claims communications in a timely manner, and I apologize for any frustration you may have...

experienced. 
Many factors are taken into consideration when determining the actual cash value of a vehicle, such as the mileage, the options, and the condition of the vehicle.  [redacted], of our staff, was unable to reach you by telephone to discuss the matter.  Nonetheless, [redacted] completed a thorough review of the claim and found that the settlement offer for your [redacted] was appropriate.  Should you wish to discuss the details of the offer, [redacted] remains available, and she can be reached a[redacted] or [redacted] Extension 74778. 
We appreciate the opportunity to reply to you. 
Sincerely,
[redacted]

May 28, 2015 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your automobile claim. Our records confirm that you filed an inquiry with the Texas Department of Insurance (DOI). We will respond to Texas DOI accordingly. Thank you. Sincerely,...

[redacted]

Complaint: [redacted]
I am rejecting this response because: If the Colorado law states that we can only have the rental car for three days past the settlement offer, then your company should send the check within those three days, not six days later. We received a verbal offer of settlement on July 29th, but the paperwork necessary to transfer the car to USAA was not sent until the next day.  We did everything on our end to send the title and sign over possession of the car immediately, but we did not receive payment until July 6th.  If you have accepted liability for the accident, it is unreasonable that we should have to pay for a rental vehicle for the days we are left without a car and without the money to be able to purchase a replacement.   We had to dedicate a great deal of time, money, and effort into finding alternate means of transportation because of USAA's inefficiency and lack of customer service.  To settle this, we would expect a payment to compensate us for this trouble.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have not been able to confirm the correct amount is bein reported.   A letter from the reporting agency is still needed. 
Regards,
[redacted]

Complaint[redacted]
I am rejecting this response because:USAA failed to conduct a timely investigation of the accident.  According to the USAA claims adjuster, a statement was NOT taken by the DRIVER of the vehicle that was covered under the USAA policy until Feb. 3rd, 2017.  The accident occurred on Oct. 28, 2016.  Instead of taking a statement from the driver of the vehicle, a statement was taken from his parents on Nov. 1, 2016.  When a statement was finally taken from the driver a few weeks ago, he changed his story and lied about the lane that I was in.  The statement that I gave to our insurance company, TDI and USAA has stayed consistent.  To my insurance company, the other party conferred that I was in the middle lane.  I was in the middle lane of the road, turning left, obeying traffic signals, and was hit from behind by the other driver.  The other party initially stated that I could not turn left from the middle lane.  Once they realized that a left turn is legal from the middle lane on that road, they changed their story on Feb. 3rd and stated that I was in the far right lane, which I was not.  USAA failed to conduct a timely investigation of the accident by waiting to take a sworn statement from their driver until 3 months following the accident.
Regards,
[redacted]

November 4, 2015[redacted]Dear Mr. [redacted]:I am responding to your submission about the handling of your debit card with the USAA Federal Savings Bank.[redacted], of our staff, was unsuccessful in her attempts to reach you to address your concerns. ...

Nonetheless, Ms. [redacted] completed a thorough review of the matter and confirmed that the merchant obtained the new debit card information appropriately by utilizing the MasterCard Automatic Billing Updater (ABU).  The MasterCard ABU is a system used by registered merchants to avoid missed payments when a consumer’s debit card information is updated.  Should you have any questions, Ms. [redacted] remains available, and she can be reached at [redacted]Thank you for allowing us to reply to you.  Sincerely,[redacted]

May 25, 2016
 
Mrs. [redacted]
Complaint ID #: [redacted]
 
Dear Mrs. [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.
 
I understand...

that [redacted], of our staff, reviewed your account, and confirmed the policy was canceled on the correct date.  Mr. [redacted] spoke with [redacted] on May 25, 2016, confirmed the refund check was correct, and discussed the amount with Mr. [redacted].  Our records reflect that the check has been cashed.
 
Mr. [redacted] remains available to address any questions you may have and can be reached at [redacted]
 
Thank you for allowing us to reply to you. 
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because: It is not a response at all to the complaint made with the Revdex.com, a separate entity. USAA makes certain claims as to its business practices through its motto, "We know how to serve". USAA must be held accountable to honor its claims.Your non response is typical of USAA circumventing its responsibilities and its practice of poor communication. It is these two deficiencies in USAA practices that have created the impasse we now experience.USAA made a promise to do something. USAA was negligent in carrying out that promise. The result was damage to my vehicle and now to my person for the continues delays in USAA owning up to the obvious.
Cordially,
[redacted]  [redacted]

Complaint: [redacted]
I am rejecting this response because:The business never communicated their findings to me.  I have not received any payment or any contact in weeks.  If they ultimately send a reduced payment, I will contest it in court. USAA has acted in bad faith from the inception of my claim and they are unapologetic for these actions.
Regards,
[redacted]

December 27, 2016
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your September 29, 2016, automobile insurance claim. I regret any frustration you have experienced as we strive to provide quality service to all of our...

customers.
[redacted] of our staff, conducted a thorough review of your concerns. His analysis concluded that you were liable for 20 percent of the negligence that attributed to the accident. Consequently, on December 21, 2016, a check for $1,583.19 was issued to [redacted] to cover 80 percent of the damages to your vehicle. Should there be additional questions regarding this matter, Mr. [redacted] can be reached at ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted].
We appreciate the opportunity to review the matter and to respond to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I was made aware of the guttering pulled away from the house just hanging there, shingles were raised, flashing needed to be retarred to prevent leakage.  I have presented pictures of the issues when I informed your people what I was doing initially they informed me it would be a non issue.  So let me get this straight.  I paid a roofer to fix the immediate issues before the next storm was coming later that week, to prevent water going into the basement and start mold issues, as well as retarring the raised shingles and for this I clearly paid him $500 for the emergency repairs.  You are now denying me the $500 which was spent, plus you are charging me an additional $500 for the damages I did suffer.  So to make a long story short I am being charged $1,000 deductible instead of the $500 which my policy states.
Regards,
[redacted]
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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 do not believe it should take nearly 5 months for my insurance adjuster to request additional information from me. I have provided all information within my abilities in a very timely manor. I have recently been contacted by Mr. [redacted] and he has informed me that he will be handling my claim personally, from this point forward. He also mentioned that he expects to be able to settle my claim within the next 7 to 10 business days. After speaking with Mr. [redacted] I am confident my claim will be resolved soon, but will not be satisfied until it is.
Regards,
[redacted]

October 30, 2014
[redacted]
Complaint ID #:[redacted]
Dear [redacted]:
I am responding to your submission regarding your automobile insurance policy (policy) premium.
I understand you spoke with [redacted] of our staff. As she explained, your policy was issued without a...

down payment resulting in five future payment installments. The policy is billed this way for the first term so that you are able to pay off the account balance prior to the policy expiration date. This ensures that you are not billed for an expiring policy at the same time you are billed for a renewal policy. [redacted] confirmed that your premium is $166.62 and a credit of $26.02 was applied to your policy as a courtesy. You will be billed $28.00 per month for the next five months starting with the statement sent November 13, 2014.
I apologize this information was not discussed with you previously. Coaching was provided to those involved to ensure other members do not have a similar experience. Please know that USAA acts in accordance with applicable state and federal laws as well as with our core values of service, loyalty, honesty, and integrity. We respectfully disagree with your allegations regarding our ethical practices. Should you have further questions, [redacted] remains available to assist you and can be reached at (800) 531-USAA (8722), Extension[redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

February 16, 2015 Master Sergeant [redacted], USAF (Ret.) Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your vehicle claim. I understand that you spoke with [redacted], of our Advocacy and Resolution Team, and that your claim payment posted to...

your USAA Federal Savings Bank account on February 4, 2015. Should you have any further questions, please contact [redacted] at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

May 9, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your second submission regarding your automobile claim.
Thank you for speaking with [redacted], of our staff, who confirmed the diminution in value will remain as no new information has been presented that would warrant a change in our position.
Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, therefore; we respectfully disagree with your allegations of wrongdoing.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

October 31, 2014
[redacted] Complaint ID #:[redacted]
Dear [redacted]:
I am responding to your submission regarding your September 26, 2014, property claim.
Our records confirm that you filed an inquiry with the Texas Department of Insurance (DOI). We will respond to the Texas DOI...

accordingly.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

November 21, 2016   Master Sergeant [redacted], USA (Ret.) Complaint ID #: [redacted]   Dear MSG [redacted]:   I am responding to your submission regarding insurance experience and your recent claims loss.   Thank you for speaking with [redacted] and [redacted], of...

our staff, who discussed your concerns.  Our records indicated that Mr. [redacted] discussed your insurance billing and moved your daughter’s renters insurance to your name per your request.  Mr. [redacted] did identify a service opportunity and coaching was provided to those involved to prevent a similar occurrence.   Additionally, Ms. [redacted] discussed your Total Loss settlement.  After re-evaluating your claim we identified an error in our previous valuation; therefore, a supplemental payment will be issued to you.  If you have additional questions, Mr. [redacted] and Ms. [redacted], remain available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

November 4, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your credit card with the USAA Savings Bank.   Thank you for speaking with [redacted], of our staff, regarding your concerns. Mr. [redacted] reviewed your...

account and determined that your account was handled appropriately. He confirmed that all returned payments were made using the mobile application. Mr. [redacted] advised that the credit balance would remain on your account. Per your request, he initiated a dispute with the credit bureaus and advised that this process can take up to 60 days to be completed.   I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Mr. [redacted] remains available to assist you and he can be contacted at [redacted] extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 19, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank. 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]