USAA

October 26, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding your credit card dispute.I appreciate the time you took to speak with [redacted], of our staff, regarding your concerns.  As she advised, on October 16, 2015, a...

permanent credit of $94.90 was applied to your account as a courtesy.  Ms. [redacted] remains available to assist you should you have any additional questions.Thank you for 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

June 21, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your automobile claim. I am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire membership.
I...

understand [redacted], of our Claims staff, spoke with you about your claim. A thorough review of your situation was completed; however, no new information was discovered to warrant a change in our coverage decision. In the event of a loss, we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy. As such, the decision to deny coverage based on wear and tear was appropriately rendered.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

January 26, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]
I am responding to your second submission regarding your daughter’s December 23, 2016, automobile insurance claim.
We responded to the Revdex.com regarding your concerns on January 20, 2017. While we recognize that you disagree, we are 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]

May 20, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your property claim. I understand you spoke with [redacted], of our staff, who agreed to review your claim and contact you. After a thorough review with management of the payments...

already made under your claim, we respectfully decline your request for supplemental reimbursement under the additional living expense coverage. Please be advised that USAA acts in accordance with all state insurance guidelines and our core values of service, loyalty, honesty, and integrity; therefore, we strongly deny any allegations of impropriety. If you have additional questions or information to substantiate your request, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

December 17, 2015 Ms. [redacted] Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your submission regarding a deposit hold. 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]

August 29, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your homeowners insurance refund and I regret any frustration this may have caused.   Thank you for speaking with [redacted], of our staff, who discussed your concerns. Ms. [redacted] confirmed that you have received the refund of premium.  In additional, coaching was provided to those involved to ensure other members do not have a similar experience.  If you have additional questions, Ms. Johnson remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

January 13, 2015 [redacted] Complaint ID #: [redacted]: I am responding to your submission regarding your January 10, 2014, auto claim. I regret the frustration you experienced as we strive to provide quality claim service to all. I understand that you spoke with [redacted] and...

[redacted], of our Claims staff; regarding your claim and that we have agreed to reinspect your vehicle. As you requested, [redacted] contacted you after January 6, 2015, to schedule the inspection but was unable to reach you. Please contact [redacted] at your earliest convenience. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I have filed this complaint originally for the way USAA is handling my claim and the delay tactics used.  I have made a multitude of requests asking for forms explanations etc.. and I have even submitted a signed release for BI Claim only  (per arranged term) a week ago and still have not received a response. This is further illustrating  USAA's delay tactics.  BOI is not involved in this complaint with Revdex.com.
Regards,
[redacted]

April 7, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your request to cancel your insurance and banking accounts. We regret any frustration this matter may have caused you.
Thank you for speaking with [redacted], of our...

staff, who confirmed that your auto policy was canceled effective February 22, 2017, and that a refund check for a prorated credit was mailed to you on March 23, 2017. Mr. [redacted] also canceled your property policies, and a refund check was sent to you on March 29, 2017. Should you have any further questions, please contact Mr. [redacted]
In addition, your deposit accounts were closed as you requested, and official checks for the remaining balances were expedited to your address on file.
We appreciate the opportunity to respond.
Sincerely,
[redacted]

August 12, 2016
[redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding the handling of an insurance billing issue.
Thank you for speaking with [redacted], of our staff, about this matter. As he explained, your account is now...

current. Per your request, Mr. [redacted] mailed copies of your last two statements. If 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]

[redacted]
[redacted]
[redacted]
[redacted]
I am responding to your submission regarding your USAA American Express® card.
[redacted], of our USAA Federal Savings Bank (FSB) staff, was unsuccessful in her attempt to reach you on April 18, 2016, to...

discuss her findings, as you requested.  Nonetheless, a review of your credit card account reflects a charge from Integrity Protection in the amount of $2,125.00 on February 26, 2015, to your spouse’s credit card ending in [redacted].  Your spouse submitted a dispute of the charge with the FSB and the merchant directly. The FSB issued a temporary credit to the credit card while an investigation could be completed.  On April 29, 2015, your spouse advised that the merchant provided a refund, and she requested to cancel the dispute; however, the FSB was unable to do so as the dispute had already been processed, allowing the merchant 60 days to respond. Since the merchant did not respond within the requested timeframe, a letter was sent explaining that the temporary credit would remain permanent.  On January 8, 2016, the merchant confirmed that a refund was provided, and a copy of the refund check was submitted to the FSB.  Therefore, to correct the duplicate credit from the FSB and the merchant, the temporary credit was removed and the charge was applied to the credit card ending in [redacted]. 
We appreciate the opportunity to research the matter and reply to you.  Should you wish to discuss the matter further, Ms. [redacted] can be reached at [redacted] 
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

January 13, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your automobile claim. Our records confirm that you filed an inquiry with the Kansas Department of Insurance (DOI). We will respond to the Kansas DOI accordingly. Thank...

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

March 31, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the claim filed on your property. Our records confirm that [redacted], of our staff, sent you a letter dated March 24, 2015, advising that the March 7, 2014, claim that was...

originally filed against your property was corrected after our investigation found that no loss occurred at that property. We regret the frustration this matter caused you. Should you have any additional questions, please contact [redacted] at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

September 29, 2016   Sergeant [redacted] Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your property insurance claims.   Thank you for speaking with [redacted] and [redacted], of our staff, who discussed your...

concerns.  As Mr. [redacted] explained, no new information was presented to warrant a change in our position for your property insurance claims.  However, our records indicate that Mr. [redacted] discussed your Valuable Personal Property policy in depth and removed the ineligible items from your policy.  In addition, Mr. [redacted] agreed to backdate the removal of those items to the day they were originally added.  Should you have additional questions, Mr. [redacted] and Mr. [redacted] remain available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

June 24, 2016
 
Mrs. [redacted]
Complaint ID #: [redacted]
 
Dear Mrs. [redacted]:
 
I am responding to your second submission regarding your request for assistance with your unsecured consumer loan.
 
[redacted], of our staff, reviewed your account a second time, and attempted to reach you by telephone and email to address your concern.  We recognize that your documents were sent in on time, we apologize for the frustration and inconvenience you experienced as a result of this matter.  However, after reviewing the documents you submitted we determined that based off your information provided we feel confident that the correct decision has been made.  No new information has been presented that would warrant a change in our position.
 
Mr. [redacted] remains available to discuss this matter and address any remaining questions you may have.  He can be reached at [redacted] or [redacted].
 
Thank you for allowing us a second opportunity to research this situation and reply to you. 
 
Sincerely,
 
[redacted]

August 11, 2017
[redacted]
Complaint ID [redacted]
Dear Mr. [redacted]:
This is in response to your inquiry regarding the July 9, 2017, claim. We regret any frustration this matter may have caused.
Our review of the claim determined that you had regular communication with the...

co-workers of the assigned adjuster.
I understand that on August 10, 2017, [redacted] of our Advocacy and Resolution Team spoke with you. You advised Mr. [redacted] that the diagnostic of the exhaust was completed, but the dealership was not able to relate the exhaust to the claim. As such, we do not owe for the exhaust. In addition, Mr. [redacted] confirmed you returned the rental vehicle on July 27, 2017, and had not incurred any out of pocket rental expenses.

Mr. [redacted], should you have additional questions regarding this matter, Mr. [redacted] remains available to discuss your concerns and can be reached at [redacted], Extension [redacted].

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.
Regards,
[redacted]

September 23, 2015 [redacted] Dear Mr. [redacted]: I am responding to your submission regarding USAA credit card offers being addressed and sent to Mrs. [redacted]. [redacted], of our staff, researched your concerns and confirmed that your account is set up...

to only receive the USAA Magazine. Ms. [redacted] was unsuccessful in speaking with you by telephone to verify that you did not wish to make any changes to your account. Due to privacy issues, we cannot provide information regarding Mrs. [redacted]’s account without her authorization. Should Mrs. [redacted] wish to discuss her account, Ms. [redacted] remains available and can be reached at [redacted]. Thank you for allowing us to review your situation and respond to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

June 7, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your automobile policy quote. 
 
Thank you for speaking with [redacted], of our staff, who explained the auto premium is determined...

through multiple rating variables derived from the overall loss experience within the geographical area and characteristics of the individual requesting coverage.  If the geographical area exhibits a higher than anticipated loss trend, premiums are likely to be higher.  Additionally, rates vary from location to location based on the rating structures in place.  An individual is rated based on their risk presentation, to include, but not limited to, driving records, payment history, tenure, and overall book of business.  While we regret any frustration you experienced, we must respectfully decline your request for compensation.  Furthermore, we do not match premiums offered by a competitor.  We realize pricing plays a significant role in purchasing decisions, and we will continue to analyze expected losses and expenses as well as other factors to ensure we are providing our members with quality coverage at the best rates possible.  If you have additional questions, Mr. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

November 28, 2014
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. **:
I am responding to your submission regarding your July 26, 2014, automobile insurance claim.
A thorough review of the claim was conducted to address your concerns, and it was determined that your rental...

vehicle expenses were in line with the extent of damages your vehicle sustained.  Therefore, on November 25, 2014, a check for the additional 11 days of loss of use, totaling $491.20, was issued to you as requested.  If you have additional questions, [redacted], of our staff, is available to assist you.  We regret the inconvenience this matter caused you, and appreciate your patience while awaiting our response.   
Thank you for allowing us to look into this matter for you.    
Sincerely,
[redacted]