USAA

June 17, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission about the handling of a disputed transaction on your checking account with USAA Federal Savings Bank.  I regret any frustration or inconvenience you may...

have experienced.
 
[redacted], of our staff, was unsuccessful in her attempts to reach you to discuss your concerns.  Nonetheless, Ms. [redacted] completed a thorough review of the matter.  Our records indicate that you reported the March 11, 2016, transaction to SP * VITALE KICKS as unauthorized.  On March 14, 2016, a credit was applied to your checking account and you were advised by email that the credit was temporary while we determine whether or not the transaction is valid.  The merchant later provided documentation to include your name, shipping and billing address, and a tracking number indicating that the package was delivered to your address.  On May 26, 2016, an email was sent to you advising that the transaction was not found to be fraudulent and the temporary credit would be debited from your account on May 31, 2016. 
 
We appreciate you allowing us to reply to you.  Should you have any questions, Ms. [redacted] remains available to assist you.
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have informed all parties that my schedule is extremely busy and have authorized them to communicate with my parents. I do not understand why my request has not been addressed. [redacted] & [redacted] can be reached at ###-###-#### and are allowed to negotiate on my behalf. On a second note, I believe that under the UNFAIR Claims Practice Act, I might have been violated with the treatment from my claim. If that is so, then I believe that the conduct at hand validates this with an excessive amount of Bad Faith!
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:Regards,
[redacted]

August 1, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your third submission regarding your automobile claim. I regret any frustration this matter may have caused you.   Thank you for speaking with [redacted], of our staff, who confirmed that we are awaiting the findings from the final tear down to determine if a there will be a change in our coverage decision.  However, without any evidence of water damage in the engine, the damage to your vehicle is not covered at this time.   We appreciate the opportunity to reply.   Sincerely,  [redacted]

December 23, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding holds on your deposits. [redacted], of our staff, attempted to discuss your concerns with you; however, she was unable to reach you by telephone or email. Our records reflect that on December 1, 2015, a $2,348.90 check attempted to debit the checking account ending in 2669. However, the check was returned as the available balance that day was $2,213.07. The available balance was based on the $337.61 deposit hold and pending debit card transactions totaling $164.50. As previously indicated, the FSB acts in accordance with the FSB’s Depository Agreement and Disclosures and with all applicable banking regulations. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted] ..

May 7, 2015 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your experience with obtaining an automobile insurance policy quote. Our representatives are expected to be helpful and to handle matters efficiently, and I regret any...

inconvenience you experienced. Coaching was provided to those involved based on the feedback you provided. Thank you for speaking with [redacted], of our staff, who explained that the original quote you received from USAA was tentative and did not include all of the information from your Motor Vehicle Report (MVR). Once a complete MVR was obtained, we were unable to issue a policy due to your driving history, and a notification letter was mailed to you. Because we want to accommodate our members as much as possible, we often refer members for alternative coverage to the USAA Insurance Agency, Inc. (Agency), as we did in your situation. I understand you spoke with [redacted], of the Agency, and clarified that the wire transfer you completed was intended to be used toward the down payment for a policy you obtained elsewhere. Should you have any additional questions, Ms. [redacted] and Ms. [redacted] remain 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: I never receive call backs and I have left several messages for the adjuster. I was not even informed my claim was being investigated! Furthernore the apraiser said there IS hail damage to my veheicle, so much shes requesting it to be a total loss! So stop ignoring my call my questions and giving me a BAD FAITH claim! Do the honest thing USAA
Regards,
[redacted]

I have file an arbitration with my insurance,and working with my attorney. Filing a small claims case, to get video released of evidence.

December 21, 2016
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your insurance claim dated July 22, 2016. Our employees are expected to handle matters in a timely manner, and I regret that was not your experience. Please know that...

your situation was shared with our management team, as we are continuously seeking ways to improve how we do business.
I hope you found your conversation with [redacted], of our staff, responsive to your concerns. As agreed, a check was issued to you on December 5, 2016.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I know what I done and I know what was told to me. According to your agents this happens and it is an easy fix. It was confirmed my car was added to my profile but did not update with coverage. I was also told your company could not deny or confirm the glitch so that is why the claim was denied. So which is it? What story can you guys possibly make up at this point? It's quite odd that the one call that is needed confirming this information was mysteriously unavailable and you cannot confirm it was recorded. Typical business move on your part. Then the agent didn't even know about the policy department supposedly binding my coverage. I can't make this stuff up, I know what I was told. Your company is doing everything possible to deny my coverage. This is ridiculous.
Regards,
[redacted]

October 7, 2016 Constructionman [redacted], USNComplaint ID #: [redacted] Dear Constructionman [redacted]: I am responding to your submission regarding your automobile claim. Thank you for speaking with [redacted], of our staff, who confirmed a supplement for the additional...

repairs was issued and that the repairs have been completed.  Mr. [redacted] verified you do not have rental reimbursement coverage on your policy; therefore, a rental car was not provided.  While we regret any frustration or inconvenience you experienced as a result of this matter, we respectfully decline your request for monetary compensation.  Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we strongly decline any allegations of wrongdoing.   We appreciate you allowing us to reply to you.  Should you have any questions, Mr. [redacted] remains available to assist you. Sincerely, [redacted]

December 24, 2014 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the credit card disputes you initiated with the USAA Federal Savings Bank (FSB).  I regret any frustration you may have experienced because of this...

matter. I understand that you spoke with [redacted] of our FSB staff.  After she explained the activity that transpired, you confirmed that you considered the balance reconciled. 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.

March 25, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your automobile insurance policy. Our records confirm that you filed an inquiry with the Texas Department of Insurance.  We will respond to the Texas...

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

January 18, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the promotional offer affiliated with your individual checking account with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of our FSB staff,...

who ensured that the promotional credit posted to your account on January 14, 2016. We appreciate you allowing us to review and resolve this matter. Sincerely, [redacted]

August 15, 2016
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]
I am responding to your submission regarding the April 20, 2016, renters’ insurance claim.
In the event of a loss, we are responsible 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. I understand that [redacted] of our staff, completed a thorough review of the claim; however, no new information was discovered to justify a change in our decision. The damage is deemed as age related deterioration; hence, replacement coverage is not warranted. Should there be additional questions Mr. [redacted] remains available to assist you.
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

August 30, 2016 Gunnery Sergeant [redacted], USMCComplaint ID #: 1[redacted] Dear Gunnery Sergeant [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB).  We take all matters of fraud very seriously, and our...

decisions are not made without thorough consideration.   Thank you for speaking with [redacted], of our staff, who discussed the outcome of the fraud investigation, and the determination that you participated in the scam activity.  I understand that she explained that per the Depository and Disclosures (DAD) agreement, “If you permit another person to use your PIN or account number(s) and related code(s), you are responsible for all transactions conducted by that person (even if he or she exceeds your authorization), until you notify FSB that the person is not authorized so that FSB may block the codes and issue new ones". . By sharing this information, it was a direct violation of the depository agreement and you are responsible for the negative balance. The FSB follows all applicable federal regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity.  If you have any additional questions, Ms. [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:I certainly did not decline any payment plan, I offered her what I could offer, and she turned it down.[redacted] had told me that he would be able to reimburse the money, but then turned around and decided not to.  Now, I understand you all are a large company, and function based on the money you collect from us little folks, but what you did to me was quite terrible.  Complete disregard for my financial difficulties, even though I have been a loyal customer for quite a long time.  Not to mention I am a veteran; little did I know that my real enemies would be here in the states.  Very disappointing.  The money you took would have allowed me to make payments on my home and car, but now because of you, my house can be foreclosed, and I may lose my vehicle.  When my insurance was stopped, again because your employee turned down my offer for a payment plan, I was in danger of losing the ability to drive my vehicle.  This put my job in jeopardy.  Where is the compassion?  Where is the understanding?  Where is the customer service?  USAA, I am quite ashamed with you.
Regards,
[redacted]

February 3, 2016 Ms. [redacted]. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your third submission regarding your automobile claim. We responded to your complaint on January 25, 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]

July 7, 2016
 
Mr. Jonathan [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your third submission regarding your tax refund.
 
We responded to your complaint on June 22, 2016.  Our records confirm that we also responded to the Consumer Financial Protection Bureau on June 29, 2016, and the Office of the Comptroller of the Currency on June 30, 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]

March 26, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission about your settlement for the January 29, 2015, automobile claim. Another review of the claim resulted in an increase in your actual cash value settlement offer, and a check for the difference was mailed to you on March 23, 2015. Should you have additional questions, [redacted] remains available to assist you, and he can be reached at [redacted] or ###-###-####, Extension [redacted]. Thank you for the opportunity to review this matter again. Sincerely, [redacted]