USAA

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]

Complaint: [redacted]
I am rejecting this response because:USAA owes a response for my complaint filed through the Revdex.com.  This is more of the same disregard USAA has towards its veterans.  My only hope is that USAA gets caught up in their own schemes and the consumer find you out.
Regards,
[redacted]

January 19, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the service you received when you contacted USAA to cancel your renters policy. I regret the frustration you recently experienced as we strive to provide quality service...

to our entire membership. Our employees are expected to be knowledgeable and efficient and to handle matters in a timely manner. [redacted], of our staff, was unsuccessful in his attempts to reach you and address your concerns. [redacted] confirmed that your policy was cancelled effective January 8, 2015, and that your preferences were updated to receive correspondence regarding your policies electronically. We were unable to locate records supporting your assertion that you were pressured into purchasing and retaining your renters policy. It is important to know that we act in accordance with our core values of service, loyalty, honesty, and integrity. We respectfully decline your request to backdate the cancellation of your renters policy. Should you have any additional questions, [redacted] remains available to assist you, and he can be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension [redacted]. I appreciate you allowing us to respond to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I reached back out to USAA customer service representative [redacted] at the phone number she left me and she (nor anyone else from USAA) has returned my call. As stated in my letter to USAA's CEO and my messages to USAA customer service, I would like to know what action USAA will take to ensure adequate customer service for its customers in the future. I have asked for this multiple times, and none of the limited correspondence that I have received from USAA has addressed this. I have decided to leave USAA based on being lied to multiple times by USAA customer service representatives in regards to my claim in 2014 and how it was being handled, the incompetence of the agents assigned to my claim, having no action taken on my claim over six months, being treated unprofessionally by USAA customer service representatives, and having to file a claim with the Revdex.com to get any response from USAA in regards to the customer service that I received both during my claim and while inquiring about customer service going forward. I was willing to continue with the company if USAA could ensure adequate, courteous, and professional customer service going forward, but have been continually brushed off by the company. This is absolutely unacceptable. My family and many friends in the military community who are currently USAA members eagerly await USAA's response in regards to (a) what went wrong (and continues to go wrong) with the (lack of) customer service that I received from June 2014-present, and (b) what action USAA is going to take to ensure that its customers receive honest, professional, and good customer service going forward (which was, unfortunately, in no way my experience).
Regards,
[redacted]
?

March 23, 2017
Staff Sergeant [redacted] L. [redacted], USA
Complaint ID #: [redacted]
Dear Staff Sergeant [redacted]:
I am responding to your fourth submission regarding your automobile claim.
The information you are requesting cannot be provided through the Revdex.com due to privacy laws within your state. If you wish to continue the discussion on this matter, we recommend you submit an inquiry to your state’s Department of Insurance as they are the Regulatory Agency that oversees our Property and Casualty products. However, at this time, no new information has been presented that would warrant a change in our position. While we recognize that you disagree, we feel confident that the correct decision has been made, and we consider this matter closed.
Sincerely,
[redacted]

February 21, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your mortgage payments.  I regret any frustration this matter has caused.   Thank you for speaking with [redacted] of our staff, who...

contacted Nationstar (NSM) to discuss your payment concerns.  She confirmed that NSM corrected your payment to reflect that it was paid ahead for August 1, 2017, and explained that they extended the pay-ahead feature to one year.  Ms. [redacted] verified that NSM provided an updated payment history to you on February 9, 2017, and advised you that your loan is now paid ahead until September 1, 2017.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.   Sincerely,   [redacted]

November 29, 2016   Mr. [redacted]
Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your recent automobile accident, and I regret any frustration this matter may have caused.   Thank you for speaking with [redacted] of our...

staff, who discussed your concerns.  As he explained, the reimbursement for the additional rental costs was approved and a check was mailed to you on November 16, 2016.  In regards to your concern about your car battery, as Mr. [redacted] explained, the battery failure was not related to the accident; therefore, coverage cannot not be provided for the battery.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

September 29, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding the medical expenses related to your accident on March 9, 2013. Our claims staff will be following up with you and your providers to discuss this matter further. Sincerely, [redacted]

February 8, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your ability to continue doing business with USAA.
USAA acts in accordance with our core values of service, loyalty, honesty, and integrity.  To the extent...

allowed by law, our business policy prohibits USAA and its affiliates from doing business with a member who has been convicted of a felony.  Please know that this policy is applied consistently and fairly.  As a result, a notification will be mailed to you about the pending closure of your checking account; however, your automobile policy will remain active.  Our representatives remain available to process any transactions or assist in servicing your automobile policy.   
[redacted], of our staff, was unsuccessful in his attempts to reach you by telephone to discuss the matter.  Should you have any questions, Mr. [redacted] can be reached at [redacted].
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

August 21, 2017
Ms. [redacted]. [redacted]
Complaint ID #: [redacted] 
Dear Ms. [redacted]:
I am responding to your submission regarding your homeowners insurance policy with USAA.
Thank you for speaking with [redacted], of our staff, concerning your service experience. If you have...

additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

[redacted]
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[redacted]
[redacted]
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[redacted]
 
I am responding to your submission regarding your February 27, 2016, automobile claim.
 
Our records indicate that you are represented by an attorney.  The adjuster is working with your...

attorney to bring this claim to an appropriate resolution. 
 
Thank you for the opportunity to reply.
 
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.
Thank you all for correcting the matter and your apologies.  It is very frustrating when you don't have access to any of your money for a full week.  May none of you have to go through that ever.Best Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because: I filed a complaint and requested a review after USAA issued a payment of 1,400. I feel this is payback for filing a complaint. I will not stand for it. Now I am checking my cars and house for any claims before I start shopping for new insurance.
Regards,
[redacted]

July 30, 2015
[redacted]
[redacted]
[redacted]
I am responding to your submission regarding recent customer service issues with USAA Federal Savings Bank and USAA Property and Casualty. I apologize for the frustration you experienced. Our employees are expected to...

handle matters accurately and timely as we strive to provide quality service to our entire membership. Coaching has been provided to those involved to ensure other members do not have a similar experience. Thank you for speaking with [redacted] and [redacted], of our staff, about your concerns. I hope the information they shared was helpful, and I trust the conversation assured you that your satisfaction is important to us. We appreciate the opportunity to respond to you. Sincerely, [redacted]

July 2, 2015 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your charged-off USAA Federal Savings Bank (FSB) checking and credit card accounts.  We responded to your complaint on June 17, 2015.  While we recognize that you disagree, we feel confident that the matter was handled appropriately.  No new information has been presented that would warrant a change in our position or response.   We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted] This is an attempt to collect a consumer debt.  Any information obtained may be used for that purpose. Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

August 12, 2016
[redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the handling of an insurance billing issue. Thank you for allowing us to review this matter.
I understand that Mr. [redacted] spoke with you regarding your...

concerns and agreed to waive late fees. As he explained, the past due amount owed prior to the cancellation of the automobile policy will remain on the account. I have been advised that Mr. [redacted] will contact you next week to proceed with issuing a new policy. In the interim, should you have further questions, Mr. [redacted] remains available and he can be reached at [redacted] or [redacted], Extension [redacted].
We appreciate the opportunity to review your concerns and to respond to you.
Sincerely,
[redacted]

January 4, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your October 27, 2015, automobile claim. I regret any frustration or inconvenience you experienced as we strive to provide quality service to our entire...

membership. Thank you for speaking with [redacted], of our staff, who discussed the liability decision with you. Our records indicate that settlement a payment was issued to you for damages to your vehicle. If you have any further questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely,
[redacted]

December 16, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your third submission regarding the hold placed on your recent deposit to your USAA Federal Savings Bank checking account.   Thank you for speaking with [redacted], of our staff, I understand that you requested a direct written response.  Please be advised that a letter will be sent to you concerning your deposit hold.   We appreciate the opportunity to review your concerns.   Sincerely,   [redacted]

November 13, 2014
Ms. [redacted] 
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your October 30, 2014, automobile claim.
We strive to provide quality service to our entire membership, and we expect our employees to be...

informative at all times. I apologize for the frustration you experienced as a result of this matter, and I can assure you that coaching was provided to those involved to prevent a similar occurrence.
Thank you for speaking with [redacted], of our Claims staff, about your concerns. As Ms. [redacted] confirmed, your vehicle was towed to the shop of your choice on October 31, 2014. Your vehicle was appraised on November 3, 2014, and a payment for the damages was sent to your body shop the following day. Should you have further questions, Ms. [redacted] remains available to assist you and may be reached at [redacted] or [redacted], Extension [redacted].
Please know that USAA acts in accordance with applicable state and federal laws as well as with our core values of service, loyalty, honesty, and integrity, and we respectfully decline your request for compensation.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

June 13, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your April 14, 2017, Renters insurance claim.   Unfortunately, [redacted], of our staff, was unsuccessful in her attempts to contact you regarding the...

matter.  Ms. [redacted] conducted an additional review of your claim with management and determined that no new information has been presented that would warrant a change in our coverage decision.  If you have additional questions, or wish to discuss this further, Ms. [redacted] remains available to assist you ([redacted]) [redacted]-USAA ([redacted]) or ([redacted]) [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]