USAA

March 4, 2016
*
[redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your August 10, 2015, automobile claim.
The feedback you provided about your experience has been shared with the appropriate parties.  I understand you...

spoke with [redacted] of our staff, about your claim.  Should you have any further questions, Mr. [redacted] remains available to assist you at [redacted]
We appreciate you allowing us to review this matter and reply to you.
Sincerely,
[redacted]

December 19, 2016 Second Lieutenant [redacted], USAComplaint ID #: [redacted] Dear Lieutenant [redacted]: I am responding to your submission regarding your November 18, 2016, automobile claim.  We regret any frustration you experienced as a result of this matter. Thank you for...

speaking with Tonya [redacted], of our staff, who confirmed a re-inspection of your vehicle was performed and a supplement for additional repairs was issued to you on December 7, 2016.  Our employees are expected to handle claims in a thorough and timely manner.  Please know that coaching has been provided to those involved to ensure others do not have a similar experience.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

July 2, 2015 [redacted]
[redacted] Dear Mrs. [redacted]:  I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).  We regret any conflicting information you received about the status of your...

account. A thorough review of your USAA Secure Checking account ending in [redacted] confirmed that the FSB has refunded the NSF fees you incurred due to the four fraudulent PayPal debit attempts.  Thank you for speaking with [redacted], of our FSB staff, about your concerns.  I understand that Ms. [redacted] verified that any additional NSF fees you were assessed were not based on fraudulent activity and that she closed your checking account at your request.   We appreciate the opportunity to review this matter and to respond to you.  Should you have any further questions, Ms. [redacted] remains available to assist you.  Sincerely, [redacted]

March 13, 2015 [redacted]Complaint ID #: [redacted] Dear Mr. Rudolph: I am responding to your second submission regarding your eligibility for USAA membership. We responded to your complaint on February 2, 2015. 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. However, if your last discharge type is changed to “Honorable,” you may resubmit your DD-214 for review to determine your eligibility for membership. We appreciate the opportunity to review your concerns again. Sincerely, [redacted]

April 16, 2015 Captain [redacted], USAF (Ret.) Complaint ID #: [redacted] Dear Captain [redacted]: I am responding to your submission regarding your November 21, 2013, boat theft 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 for the opportunity to reply. Sincerely, [redacted]

[redacted]
Dear Mr. Rodriguez:
I am responding to your submission regarding your March 6, 2016, roadside assistance claim.
Thank you for speaking with [redacted], of our staff, who advised your request for payment for the damage...

to your vehicle was being reviewed.  Ms. [redacted] worked with our roadside assistance partner who has agreed to pay for the repairs to your vehicle.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

November 18, 2015
Mr. [redacted]
 
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your automobile insurance policy and a deposit hold.
We responded to your complaint on October 30, 2015.  While we recognize that you disagree, we feel confident that
the correct decision has been made and that your matter was handled appropriately.  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.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

November 9, 2016
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding the handling of your May 3, 2016, automobile insurance claim.
Our records indicate that Mr. Fletcher spoke with [redacted], of our staff, and he was advised...

that payment was issued on November 2, 2016, for the additional expenses incurred for the rental vehicle.
We appreciate the opportunity to address your concerns.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I do not agree with the methodology that was used to arrive at the diminished value of $955.85.Yes, I did cash the check due to my first payment on my wife's new vehicle being due the same month.Secondly, I do not appreciate the accounting department calling me telling me to discard the old check of $646.29 because a mistake was made. The Kelly blue book value at the time I sold my vehicle in the condition (pre-accident) was ($14,730 - $15,473)At the point of sale, the Honda dealership ran the VIN#, and told me immediately that the car had been reported as towed away from an accident.Their offer immediately went to $13,000 trade in due to this.Even at the low end, $14,730 the $13,000 given by the dealership results in a diminished value is $1,730.00
Regards,
[redacted]

May 18, 2016 Technical Sergeant [redacted], ANG Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your USAA Platinum MasterCard®. We apologize for any inconvenience this may have caused you. Thank you for bringing this matter to our attention. I...

understand that Vanessa Hernandez, of our staff, reviewed your account and confirmed via email that your credit card account was eligible for reinstatement. Although you declined the offer, we have shared your experience with appropriate area. Ms. [redacted] remains available to address any questions you may have and can be reached at [redacted] or [redacted]. 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.

Complaint: [redacted]
I am rejecting this response because:  It is not relevant to my inability to reach USAA by telephone.  I was not using the telephone extension USAA alleges was incorrect during the numerous times I tried to reach them by telephone without success.  Additionally, their explanation does not address why several emails I sent to them were also ignored.  Everytime I called USAA, for a period of nearly a month, I received a recorded message "we cannot take your call right now due to unforeseen circumstances" AFTER entering my claim number.  I believe this was by design on USAA's part, and no accident and certainly not a result of me using the extension they are now claiming was incorrect because I was never using that extension.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The claim goes unresolved with a balance of 3900.00 owed on repairs by [redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am rejecting this response because: USAA continues to drag this process out. We have spoken to multiple attorneys involved in this VW lawsuit and have indicated that other insurance companies are cooperating and paying what the court has deemed the car to be worth & made reference that USAA is the worst company. We've been dealing with this issue for almost a month and there has been no real progress. 
Regards,
[redacted] & [redacted]

July 14, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding Mrs. [redacted]’ May 18, 2017, 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 for the opportunity to reply.   Sincerely,   [redacted]

July 28, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your automobile claim.  We regret any frustration or inconvenience you may have experienced, as we strive to provide quality service and fair...

claims handling.   Thank you for speaking with [redacted], of our staff, regarding your concerns.  The feedback you provided to Mr. [redacted] will be forwarded to the appropriate area for review.  I understand that you spoke with a claims service manager who addressed your concerns surrounding your HIPPA rights and you have since transferred your claim to your current insurance carrier.  If you have any additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 25, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms [redacted]: I am responding to your submission regarding July 14, 2016, rental policy claim. Our records confirm that you filed an inquiry with the South Carolina Department of Insurance (DOI).  We provided...

a substantive response to the DOI on July 29, 2016.   We appreciate you allowing us to reply to you.   Sincerely, [redacted]

March 24, 2016
[redacted]
Complaint ID #: [redacted]
Dear [redacted]
I am responding to your second submission regarding your service experiences with USAA.
We responded to your complaint on March 11, 2016.  We make every effort to reach our members using the contact information we have available.  While we recognize that you disagree with our response, 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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I may not have a choice but to take what they are going to give me for my lost car but I do not have to agree with their math. They used four cars to come up with what they call the cash value of my car and the amount they are paying for the car and the info on the cars used is in the attachment. Thanks[redacted]

January 20, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding the loss of use on your vehicle.   As you know, another review of your claim was completed, and the additional rental vehicle expenses you incurred will be paid as a courtesy.  I understand [redacted], of our staff, informed you of the outcome and the payment has been issued to you.  Should you have any further questions, [redacted] remains available to assist you.   We regret any frustration this matter has caused you, and we appreciate the opportunity to review this matter again and to respond to you. Sincerely, [redacted]

May 18, 2016
Staff Sergeant [redacted], USA
Complaint ID #: [redacted]
Dear Staff Sergeant [redacted]:
I am responding to your submission regarding your USAA Secure Checking account.
[redacted] and [redacted], of our staff, were unsuccessful in their attempts to reach you...

by telephone to address your concerns.  A thorough review of your account shows that since April 4, 2016 no $200.00 payments or payment attempts have been posted towards your account. Regarding the 1099-C IRS form and the laws and regulations governing that form and usage, any questions should be directed to a tax advisor.  Please be advised that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we reject any allegations of impropriety.  Should you have any other questions, please contact Ms. [redacted] or Mr. [redacted].
Thank you for the opportunity to look into this matter and to respond.
Sincerely,
[redacted]