USAA

January 5, 2016 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 further explained our position. Please know that no new information has been presented that would warrant a change in our decision. Mr. [redacted], we appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

October 21, 2016   Sergeant [redacted] Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your second submission regarding your inability to do business with USAA.   We responded to your complaint on October 20, 2016.  No new information has been presented that would warrant a change in our position.  We understand that this is not the outcome that you were seeking; however, we are unable to reverse our decision.   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 I have still not received money. As/of 3/16/2016, they have said that no payment has been send or pending. The inspection indicates that the remaining cost to fix the house is $2,057.47. However, USAA/DMI is still holding $74,072.00 of my insurance money. I need some of that money to pay the contractor.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA is not trying to resolve this matter fairly. they do not want to pay for the property damage which  was no fault of my mine but is completely covered by my home owners policy.
Regards,
[redacted]

June 21, 2016 Mr. [redacted]. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your checking account you hold with the USAA Federal Savings Bank (FSB). I apologize for any inconvenience and frustration you experienced as we strive to meet the needs of...

our entire membership. [redacted], of our FSB staff, was unsuccessful in reaching you by telephone to discuss the events that transpired with your debit card. Nonetheless, she completed a thorough review of your account, and she confirmed your new debit card was delivered to you and is now active. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

July 20, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank.
 
Thank you for bringing this matter to our attention.  [redacted],...

of our staff, attempted to reach you by email.  Our records indicate that the declined charges were due to the merchants not validating the correct address on file and that you successfully used your credit card with other merchants.  We appreciate your feedback and regret any frustration or inconvenience you experienced as a result of this matter. Should you wish to discuss the matter.  Mr. [redacted] remains available to assist you and can be reached at [redacted], Extension [redacted].
 
We appreciate you allowing us to respond. 
 
Sincerely,
 
[redacted]
 
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

April 17, 2017
Commander [redacted], USN
Complaint ID #: [redacted]
Dear Commander [redacted]:
I am responding to your submission regarding your automobile claim. I regret the frustration and inconvenience this situation caused you.
Thank you for speaking with [redacted] of our staff. ...

Please know that the use of third party vendors was to avoid a delay in handling our member’s claims after a catastrophe. If you have additional questions on this matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

April 25, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your experience using the USAA Car Buying Service (CBS).  I regret any inconvenience this situation may have caused you.   Thank you for speaking...

with [redacted], of our staff, who confirmed that USAA does not certify the dealerships or own the vehicles sold through the CBS.  I understand that he reviewed the CBS and explained that the dealership provided the details regarding the vehicle history and any misrepresentation of that would be addressed by the dealership as USAA does not engage in the sales transaction.  If you have any additional questions,        Mr. [redacted] remains available to assist you.    We appreciate you allowing us to reply to you.    Sincerely,  
[redacted]

September 20, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your auto policy and your August 3, 2017, auto claim.
We have reviewed this matter, and we appreciate you speaking with [redacted], of our staff, who...

confirmed that the $500.00 deductible applies for your claim. If you have 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: someone should be held accountable for this. There was no proof that I made the change, then I believe my request should be honored. I am and have been a loyal member with USAA for 9 years now and deserve better treatment. This has been a horrible experience.
Regards,
[redacted]

April 2, 2015 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your Property and Casualty (P&C) insurance policies, and I regret any frustration or inconvenience you experienced as we strive to provide quality service to our...

entire membership.  It is important to note that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we respectfully reject your allegations of wrongdoing.     Our records reflect that on March 2, 2015, your request to cancel your P&C insurance policies was processed, and you were advised that we were unable to cancel the March 2, 2015, automatic payment in the amount of $304.56.  Please note that the February 9, 2015, P&C statement states that any changes to the automatic payment must be made five business days prior to the debit date.  On March 4, 2015, a check in the amount of $246.01 was issued to you, which represented the amount of unearned premium that had been paid.  Should you have any additional questions, [redacted], of our staff, remains available to assist you and can be reached at ([redacted] or [redacted] Extension [redacted].   Mr. [redacted], we take our competitive position in the marketplace very seriously, and we are committed to providing the highest quality products and services at the best rates possible while ensuring we can meet the financial commitments we make to all our members.  Thank you for allowing us to review your concerns and to reply to you.  Sincerely, [redacted]

February 8, 2017   [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding Customer Service Issues.   Our records confirm that you filed an inquiry with the Office of the Minnesota Attorney General.  We mailed a...

response to the Office of the Minnesota Attorney General on February 8, 2017.    Thank you for the opportunity to reply.   Sincerely,   [redacted] Tell us why here...

Complaint: [redacted]
I am rejecting this response because:While I appreciate that one issue has been resolved, the other has not.  Faced with either accepting or rejecting the response, I will have to go with the latter as the issue remains open, and in that regard, nothing has change since I made the complaint.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
No one has been in contact with my husband or me about anything.  This is one of the biggest problems - lack of communication.  No one told me they were refusing to pay my bills and have me sent to collections.  You are thieves and con-artists.
Regards,
[redacted]

July 17, 2017 Sergeant [redacted], USA Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding the handling of your June 20, 2016, renters insurance claim. Thank you for speaking with [redacted], of our staff, who addressed your...

concerns. As discussed, we will review any further documentation provided upon receipt. If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted] Tell us why here...

June 8, 2016
 
Ms. [redacted]
Complaint ID #: [redacted]
        
Dear Ms. [redacted]:
 
I am responding to your submission regarding your USAA credit card account.
 
Our records indicate you applied for an individual credit...

card account ending in 2143 as Sergeant Major [redacted] in April 2014.  An investigation into the account history determined that you were the true owner of the account.
 
In January 2015, the credit card account became past due, and we began collection attempts. In July 2015, the account was charged off for nonpayment. Although we have not received a request to update your last name from [redacted] to [redacted], we are reporting the account based on the Social Security number which was used to establish the account.  The same Social Security number was included with your complaint to the Revdex.com. 
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]
 
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.  This is an attempt to collect a consumer debt.  Any information obtained may be used for that purpose.

Complaint: [redacted]
I am rejecting this response because: The explanation provided by Mr. [redacted] regarding the methodology that USAA follows to determine Diminished Value compensation does not resolve the fundamental issue that USAA Diminished Value payment does not provide sufficient compensation for the actual loss of resale value of the vehicle accordingly to independent sources of information I consulted (local Toyota dealer and internet appraisal companies that specialize in Diminished Value claims).  However,  Mr. [redacted] informed that he reassessed my claim and consequently USAA sent me a second payment in amount of $348 (on top of the initial payment of $290).  This clearly proves my point that their initial compensation which prompted my complaint to Revdex.com was grossly inadequate.  Even with the second payment, total compensation received to date falls short from to the lowest estimate I obtained from independent sources.This "nickel-and-dime" and "low-balling" approach indicates, in my opinion, bad faith on behalf of USAA - they are praying on consumers' ignorance and try to avoid paying a fair compensation for consumers' losses.
Regards,
[redacted]

August 14, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding your May 14, 2015, automobile claim. Our records confirm that you filed an inquiry with the Minnesota Department of Commerce. We responded to the Minnesota Department of...

Commerce on July 13, 2015. Thank you for allowing us to reply to you. Sincerely, [redacted]

August 2, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your auto claim.
Thank you for taking the time to speak with [redacted], of our staff, and confirming the auto repair shop will be covering the excess rental for the...

corrective repairs. I hope that your conversation reassured you that your satisfaction is important to us. Ms. [redacted] remains available should you require any further assistance on this matter.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 18, 2014
[redacted] Complaint ID #: [redacted] 
Dear [redacted]:
I am responding to your submission regarding your insurance billing and your deposit account with the USAA Federal Savings Bank (FSB).
A review of our records indicates that your automobile...

insurance premium changed as a result of adjustments you made to your policy. Copies of the changes were made available to you and were reflected on subsequent billing statements. On September 30, 2014, you scheduled a payment over the phone for $243.58 toward the balance of your insurance policies. The payment was presented twice to your checking account ending in 3928 with the FSB, and the payment was returned both times for insufficient funds. A returned check fee was charged to the balance of your insurance policies the second time the payment was returned, and two nonsufficient funds fees were charged to your FSB checking account.
On October 6, 2014, a nonpayment cancellation notice was sent to you with the minimum amount required by the due date to prevent the cancellation of your policies. On October 9, 2014, you scheduled a payment of $200.00 using a gift card, the payment was returned, and a returned check fee was charged. On October 24, 2014, your policies were canceled due to nonpayment of premium. An outstanding balance of $61.97 is due for coverage provided prior to the cancellation date. Our records do not reflect any requests from you to cancel your policies.
Please know that USAA follows all applicable federal and state regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity. We respectfully disagree with your allegations.
I understand that [redacted], of our Member Advocate Team, reached you by telephone, but you were unable to discuss your concerns at that time. Should you have further questions, [redacted] remains available to assist you and may be reached at (210) 531-USAA (8722) or (800) 531-USAA (8722), Extension[redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]