USAA

November 25, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the September 30, 2016, automobile claim. 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, who confirmed the rental and towing were arranged before the coverage questions were found.  As he explained, the claim is still under investigation by the Special Investigations Unit (SIU), and he will monitor the claim until the SIU investigation is complete.  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: My insurance rate has gone up. The policeman stated several times I was in the right to pass.
Regards,
[redacted]

[redacted]
Dear Corporal [redacted]:
I am responding to your second submission regarding your credit card.
We responded to your complaint on May 2, 2016.  While we recognize that you disagree, we feel confident that the correct decision has been made.  We feel that the appropriate actions were taken.  No new information has been presented that would warrant a change in our position. 
Thank you for another opportunity to reply.
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.

From: Handler To: Revdex.com of Central, Coastal, Southwest Texas and the Permian Basin Subject: Respond to Complaint Revdex.com Corporate Office 1005 La Posada Drive Austin, TX 78752 Phone: ###-###-#### Fax: ###-###-#### [email protected] www.centraltx.Revdex.com.org 12/17/2014 December 17, 2014 [redacted]...

Complaint ID #: [redacted] and[redacted] Dear [redacted]: I am responding to your submissions regarding your valuable personal property (VPP) claim and your online access to your USAA accounts. As you know, your VPP claim from September 26, 2014, was declined for material misrepresentation. I understand you spoke with [redacted], of our staff, who informed you that the VPP policy states that you have one year from the date of loss to file suit against USAA for the denial of your claim. In keeping with the company’s core values and our commitment to the membership as a whole, we have adopted a policy which prohibits USAA and our affiliates from doing business, to the extent allowed by law, with members who have misrepresented facts to USAA. Accordingly, your access to usaa.com has been restricted. In addition, the USAA Federal Savings Bank (FSB) mailed a letter to your address on file advising we had exercised our right to discontinue doing business with you and were closing your accounts with the FSB on December 12, 2014. Your online access will remain restricted; however, you may mail correspondence to [redacted], or contact a representative by phone at (210) 531-USAA (8722). Our review found that your documents including your statements have been mailed to your address on file. You will continue to receive your statements by mail. I understand a letter was also mailed to your address on file on November 24, 2014, confirming that we would no longer automatically withdraw your insurance payments and that a paper statement was mailed to you. Thank you for allowing us to reply to you. We consider all matters closed. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: usaa stated my complaint was a duplicate when in fact it was a complaint of current still getting email problems that were supposed to be solved.
Regards,
[redacted]

[redacted]
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[redacted]
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[redacted]
I am responding to your submission regarding your USAA checking account. 
Thank you for speaking with Michael Rico, of our staff, who processed a credit for the overdraft charges.  Mr. Rico...

remains available to assist you in obtaining the credit balance of your account, and he can be reached at [redacted]
We appreciate you allowing us to research and resolve this issue and apologize for any inconvenience. 
Sincerely,
[redacted]

February 9, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding reimbursement for removal of a tree on your property. We regret any frustration you have experienced as we strive to provide quality...

claims service to our entire membership. We appreciate you speaking with [redacted]s, of our staff, about this matter. Another thorough review of your claim information determined that our previous offer for reimbursement of the tree removal remains unchanged. Should you have any questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

January 20, 2017
Mrs. [redacted] Complaint ID #[redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your daughter’s December 23, 2016, automobile insurance claim.
We analyze each loss on its own merits, and we are responsible for making decisions in accordance...

with the terms, conditions, and limitations of the policy. A thorough review of your situation was completed, and our investigation determined that there was no collision coverage on the vehicle, as it was a storage policy. The renewal packet notates on the declaration page that the 2008 Chevrolet was in storage, and the important message section reflects a reduced premium was applied since the vehicle was in storage.
Thank you for speaking with [redacted] of our staff, who addressed your concerns and shared the aforementioned. Should you have any further questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to reply.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
I am responding to your submission regarding your March 13, 2016, homeowners claim.
Our records confirm that you filed an inquiry with the [redacted] State Office of the Insurance...

Commissioner (OIC).  We will respond to the [redacted] State OIC accordingly.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your second submission regarding your auto loan with the USAA Federal   Savings Bank (FSB).
We responded to your complaint on February 3, 2016.  While we recognize that you disagree, the FSB has confirmed that we are accurately reporting your loan payment history to the consumer reporting agencies.  No new information has been presented that would warrant a change in our reporting of the loan payment history.  However, we are happy to review any documentation you may have advising that you were told that no late payments would be reported to the consumer reporting agencies.  [redacted], of our staff, was unsuccessful in her attempts to contact you.  Please contact [redacted], to discuss this matter.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

November 4, 2014
[redacted] Complaint ID #:[redacted]
Dear [redacted]:
I am responding to your submission regarding your homeowners insurance payment.
Thank you for speaking with [redacted], of our staff, who explained that we did not receive a payment from your mortgage company...

for the 2013 homeowners policy term after two billing notices had been sent to them. Therefore, you were billed for the outstanding premium. On October 28, 2014, [redacted] spoke with your mortgage company, which confirmed that a payment was not submitted for the 2013 policy period, but they did not release the reason. While we did receive payment from the mortgage company for the 2014 homeowners insurance term, we did not receive payment from you for the automobile insurance policy, which was canceled due to nonpayment on October 20, 2014.
We appreciate you allowing us to review this matter. We recommend that you contact your mortgage company regarding any funds remitted to them for insurance purposes. Should you have further questions, [redacted] remains available to assist you, and he may be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension [redacted].
Sincerely,
[redacted]

Complaint: 11681698 I am rejecting this response because we have suffered out of pocket expenses due to USAA's errors and there are still administrative errors that USAA must correct.  We worked extensively with Ms. [redacted] and do not desire to work with her as she was largely unresponsive and did not know the basics of our claim.  We talked with Ms. [redacted] on August 2nd, she assured us the loan had been paid off which was incorrect.  She did not even know the US Bank loan had not been paid off until we call on Aug 11th because US Bank had paid the taxes. The following issues remain unresolved.  They cannot be corrected by us and require action on USAA's part to correct. 1. To correct the three outstanding mortgages on the Chesapeake, VA tax and deed documents, USAA is required to issue a Certificate of Satisfaction to remove the original US Bank mortgage. USAA must also correct its own errors to remove the double mortgage documents (July 21st and Aug 18th). These instructions are per the Chesapeake County Court/Tax/Deed office that were provided to us when we called that office to determine what had happened with the tax payments. 2. USAA has still not provided us a full closing document package for this mortgage which should show clearly the tax payments in question and final disbursement of all funds.  3. USAA should refund us the excess property tax prepayment, which YOU (USAA) were refunded by Chesapeake County via check, in the amount of $205.48. During our phone conversation with the Chesapeake tax office they informed us that USAA, not US Bank, was refunded the $205.48 in tax overpayment.  This IS an out of pocket expense for us that YOU (USAA) must remedy. 4. (YOU) USAA have yet to refund the software formula error that reduced our aggregate adjustment by $369.17. This IS an out of pocket expense for us that YOU (USAA) must remedy. 5. After multiple conversations with Ms. [redacted], she finally, on August 2nd, realized that USAA had been using the wrong payoff amount since May and admitted that when she actually looked at the payoff letter from US Bank the payoff amount should have been $405,259.89. USAA should refund the difference of the incorrect payoff amount of $290.58. On page 3 of the closing documents on 23 July USAA listed the payoff amount as $405,550.47. Ms. [redacted] stated we would be refunded the difference in anything that was overpaid.  This IS an out of pocket expense for us that YOU (USAA) must remedy. Again, we have no confidence in Ms. [redacted]' ability to look at the correct documents as it took us nearly a month to get her to realize she was not using the correct payoff letter from US Bank. She also told us on August 2nd that the loan had been paid off when she had not idea that this was untrue until we corrected her on August 11th.   Regards, [redacted]

December 16, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding your November 19, 2015, automobile claim.  I apologize for the frustration you experienced as we strive to provide quality service and fair claims handling to our entire...

membership.  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 other members do not have a similar experience.I appreciate the time you took to speak with [redacted], of our staff, about your claim.  As he advised, we issued a check for $403.13 for payment of the remote start on December 10, 2015.  Should you have any additional questions, Mr. [redacted] remains available and can be reached at [redacted].Thank you for allowing us to reply to you.  Sincerely,[redacted]

March 17, 2017
[redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile claim.
Our records indicate that you are represented by an attorney. Our adjuster is working with your attorney to bring this claim to an appropriate...

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

November 4, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your second submission regarding the non-sufficient funds fees that posted to your USAA Federal Savings Bank Account.   We responded to your complaint on October 31, 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]

October 13, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding the July 10, 2015, automobile claim. A thorough review of the claim was conducted; however, [redacted], of our staff, was unsuccessful in his attempts...

to contact you.  If you have any questions, Mr. [redacted] is available to assist you 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:
Regards,
[redacted]I am rejecting your response because I received an E - mail stating that UPS dispost service is no longer available. Due to not having the proper frund proctection. I am not reasonable for the overdraft and checks in that account I didn't even receive a debt card. I like for you to send me the proper DOCMENTS for me to obtain a lawyer.

July 14, 2017   Mr. [redacted]   Complaint ID #:  [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding property damage to the gate at ** [redacted] that occurred on June 24, 2017.   Thank you for speaking with...

[redacted] of our staff, on July 10, 2017.  Ms. [redacted] confirmed a payment of $350.00 was issued on July 7, 2017, payable to [redacted]    Our records show that before payment could be considered, we had to verify coverage for the non-owned vehicle and audit the estimate you presented. We paid the full amount of the estimate you submitted.  If you have additional questions, you can reach our Claims Department at ([redacted]) [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted] Senior Member Relations Advisor

September 9, 2015 [redacted]
[redacted] Dear Mr. [redacted]:  I am responding to your submission regarding your April 14, 2015, automobile loss.  I regret any frustration or inconvenience you experienced as we strive to provide quality service to our entire...

membership.   A thorough review of your situation was completed; however, no new information was discovered to warrant a change in our claims handling or liability decision.  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.  Occasionally, this involves delivering news which we know our members may find disappointing.   Please know that USAA made multiple attempts to negotiate liability with the other carrier; however, they declined responsibility.  As the estimated damages are below your automobile policy deductible, we are unable to pay for those repairs or pursue damage recovery against the other carrier.  I understand [redacted], of our staff, has been unsuccessful in reaching you to discuss this matter.  Should you have additional questions, Mr. [redacted] remains available to assist you, and he can be reached at [redacted] [redacted]  Thank you for allowing us to reply to you.   Sincerely, [redacted]

November 11, 2014
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your September 22, 2014, homeowners insurance claim.
We strive to provide quality service and fair...

claims handling to all of our members. I’m sorry for the frustration and inconvenience this situation caused you. Please know that coaching was provided to those involved to prevent other members from having a similar experience.
Thank you for speaking with [redacted], of our Claims staff, about your concerns. As Ms. [redacted] 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. Although we are unable to provide coverage to repair the source of the leak, I am pleased to know that payments were sent to you for the resulting water damage and for the leak detection charges. Should you have further questions, Ms. [redacted] remains available to assist you and may be reached at [redacted] or [redacted], Extension [redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]