USAA

July 11, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your automobile claim.  I apologize for any frustration you may have experienced as a result of this matter. 
 
Thank you for speaking...

with [redacted], of our staff, regarding your concerns.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  A payment was issued to you on July 7, 2016.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

September 28, 2015 [redacted] Dear Mrs. [redacted]: I am responding to your submission with regard to the handling of your June 18, 2015, house fire claim. Please know that we analyze each loss on its own merits and make decisions in accordance...

with the terms, conditions, and limitations of the policy.  I understand [redacted], of our staff, spoke with you about your loss of use coverage, which you have declined.  On September 26, 2015, a letter was emailed to your spouse regarding the ongoing claim investigation.  As Mr. [redacted] advised, he will be in contact once a coverage decision has been made.  Mr. [redacted] remains available should you have any additional questions. Thank you for allowing us to reply to you.   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 acceptable, not satisfactory, to me.
  Various notes and indicators were placed on my account as Mr. [redacted] indicated; these have been removed and subsequently no further issues have occurred.  I am still not fully satisfied with the lack of customer service and the practices of USAA.  I am looking to move my business elsewhere. 
Regards,
[redacted]

August 3, 2017 Lieutenant Colonel [redacted] Complaint ID #: [redacted]
Dear Colonel [redacted]: I am responding to your submission regarding the June 3, 2017, automobile claim. Our records confirm that you filed an inquiry with the Nevada Division of Insurance. We will respond to the Nevada Division...

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

July 14, 2016
 
Lance Corporal [redacted]. [redacted], USMC
Complaint ID #: [redacted]
 
Dear Corporal [redacted]:
 
I am responding to your submission regarding the January 30, 2016, automobile claim.
 
Thank you for bringing this matter to our attention.  I understand...

that [redacted], of our staff, discussed your concerns, confirmed your loan payoff was sent to the lienholder on February 17, 2016, and reissued the equity payment. Our records indicate that you also spoke with [redacted], of our staff, who canceled the automatic payments for your automobile policy and provided a refund for the premium paid.  We regret any inconvenience you may have experienced, and your feedback was shared with the appropriate area. 
 
Should you have any further questions, Mr. [redacted] and Mr. [redacted] remain available to assist you. We appreciate you allowing us to reply to you.
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:I sspome with a USAA representative about my complaint, and received the same answers that I received the first time we spoke with a USAA representative. They made no effort to give any specific reasons for the Colorado premium being 60% higher relative to the California premium. The representative then went on to question us about our insurance history and threatened us by insinuating that we hadnt moved our insurance from state to state quickly enough. In the end I am more convinced that USAA is overcharging their long term users and more upset about it because they wasted more of my time without compensating me for it.  
Regards,
[redacted]

August 4, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding USAA obtaining an insurance score.
Thank you for speaking with members of our staff, who explained the difference between insurance scores and credit scores. As discussed, a...

disclosure was provided before proceeding with the insurance quote. If you have additional questions, [redacted], of our staff, remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 9, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your automobile claim.  I regret any frustration you may have experienced as a result of this matter.   Thank you for speaking with [redacted]...

[redacted], of our staff, who discussed your concerns.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  Our records indicate that you accepted the settlement that USAA offered for your total loss vehicle and you were advised as to how the settlement was calculated.  In addition, Ms. [redacted] identified an opportunity with our towing system and our attempts to reach you regarding your claim, and coaching was provided to those involved to ensure other members do not have a similar experience.  If you have additional questions, Ms. [redacted] remains available to assist you.  She can be reached at [redacted] or [redacted] extension [redacted].    We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

December 1, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding your eligibility for USAA products and services.  We thoroughly reviewed the most recent documentation you provided and have updated your eligibility...

status.  The restriction placed on your deposit accounts has been removed.  We ask that you contact us at [redacted] to discuss establishing insurance policies.  I regret any frustration or inconvenience you experienced as a result of this matter.  However, there was a discrepancy between the military details you provided and the documentation we subsequently received.  Until this discrepancy could be resolved you would not be entitled to be a member of USAA.  We respectfully decline your request for compensation.Thank you for allowing us to reply to you.  Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  USAA did not address the fact that They requested I pay for Premium of the Homeowners for 16 mths 2012 into 2013 - theirexplanation is that  they did not receive a response from my loan company - when I made calls to both loan company and USAA advising them of this - Loan company said they did not get a request for payment - USAA said they sent it - whoever is not  being truthful is mute now - the loan company has the money allotted for  my homeowners premium for that time frame in escrow.  They cannot reimburse me as the money is designated for homeowner premium.  USAA told me there is nothinhg outstanding in my homeowners acct at present so there is NO REASON to request that monies - of course there is nothing outstanding as I had been paying.  I should be credited that amount of money - USAA should retrieve that money from my loan company that I paid out of pocket for HomeOwners Insurance from 2012 to 2013.I would like to add if I did not put a stop payment on an automatic withdrawal that USAA was pulling out of my account  in June of 2014  - USAA would not have reached out to my loan company for payment as they were taking monies out of my account  monthly installments.  When I put a stop to it because my calls to their C/S dept were getting me nowhere - all of a sudden USAA said my mortgage company paid the premium for 6 mths.I am not asking for monies back - just for USAA to get the money from my loan company that is sitting in escrow and is there for the homeowners premium that I have already paid.  USAA dropped the ball and they should retrieve that money and apply my credit to my account.  After being with USAA for over 20 years you think they would be there for their members instead of taking advantage of the situation.  [redacted] literally ended our conversation saying - it was not their problem that my monies was sitting in escrow - my account is paid up and USAA has nothing to retrieve from my loan company....again I WILL STATE ..THAT YES MY ACCOUNT IS PAID UP..I KEPT UP THE PAYMENTS AS A GOOD CUSTOMER WOULD...I kept it up to avoid cancellation and understood that if there was some miscommunication between companies - but my numerous calls asking where USAA and LoanCare were with getting the payment status situation were never followed up with PER A CUSTOMER SERVICE REP at USAA... may my call records should be pulled and reviewed.
Regards,
[redacted]

August 9, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your insurance policy payment.  I apologize that we did not meet your service expectations as we strive to provide quality service to our entire membership....

  Unfortunately, [redacted], of our staff, was unsuccessful in her attempts to reach you by telephone and would like the opportunity to discuss this matter with you.  Our records indicate that we mailed a letter to you dated July 27, 2016, to confirm receipt of your payment to clear the uncollected charges on your account.  Ms. [redacted] remains available to assist you and can be reached at ([redacted]) [redacted]-USAA ([redacted]) or ([redacted]) [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    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.  I am glad to hear they provided coaching, however its unprofessional to tell someone you did something and fail to follow through.  Furthermore, their half hearted response is the reason I believe they aren't the company they once were; it is clear to me they started caring about their customers as far as it benefits themselves.
Regards,
[redacted]

August 9, 2016   Staff Sergeant [redacted]. [redacted], USA Complaint ID #: [redacted]   Dear Staff Sergeant [redacted]:   I am responding to your submission regarding the transaction holds on your checking account with the USAA Federal Savings Bank (FSB).  We regret any frustration this...

matter has caused you.   Ms. [redacted], of our FSB staff, responded to you via email to explain the events that transpired.  All the attempted transactions had been approved on the part of USAA, and the holds placed were initiated by the merchant.  As of July 28, 2016, there are no holds or pending transactions on your account from [redacted] or [redacted].  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 18, 2016
Mr. [redacted]
Complaint ID #: 11615310
Dear Mr. [redacted]:

I am responding to your submission regarding the cancellation and subsequent reinstatement of your automobile insurance policy.
Thank you for speaking with [redacted], of our staff, who thoroughly reviewed your...

concerns, reinstated the policy, and discussed the automated payment plan. As a courtesy, he also waived the return payment fee. I hope your conversation helped to reassure you that your satisfaction is important to us. If you have additional questions, Mr. [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:The business has refused to remove my PII data and close my online account. The only thing they agreed to do is remove my email address and lock the online account. Unfortunately, this does little to protect my PII data from a breach as many exploits occur at the sysadmin or DBA level.The USAA rep stated that all of my most sensitive PII data [ie SSN, DOB, etc] would remain on their information systems indefinitely, despite my assertion that I had no intention of ever using their services. I informed USAA that I intend to hold them liable for any misuse or loss of this data at any point in the future. Their representative said he "understands", but showed no intention to avert this liability by removing the data. Thank you [Revdex.com] for attempting to resolve this issue, but it appears the USAA is unwilling to properly address this matter or further examine their shady data collection practices. For now, please leave the resolution status as "unsatisfactory". 
Regards,
[redacted]

January 16, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your January 2, 2015, homeowners insurance claim. We are responsible for analyzing each loss on its own merits and for making decisions in accordance with the terms,...

conditions, and limitations of the policy. A detailed review of the claim confirmed that your homeowners policy contract specifically excludes damage caused by animals to personal property, and the claim was denied. A review of your December 21, 2012, auto claim revealed that the engine seized due to lack of maintenance. Your auto policy specifically states that damage resulting from negligent servicing or repair of your covered auto or its equipment is not covered. Delivering news which we know our members may find disappointing is never easy for us. However, we found that the denial decision for both claims was made in accordance with the terms of your policies. We disagree with your allegations of impropriety, and we respectfully decline your request to pay for a new couch or reimburse the policy premiums you have paid. I understand you spoke with [redacted], of our Claims staff, regarding your claim. If you have further questions, [redacted] remains available to assist you and may be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

December 21, 2016
Staff Sergeant [redacted], USA
Complaint ID #: [redacted]
Dear Staff Sergeant [redacted]:
I am...

responding to your submission regarding your auto insurance claim.
Our business partners are expected to provide quality claims service to our members, and we apologize that this was not your experience. Our research confirmed that you picked up your vehicle on November 29, 2016, and we have agreed to pay for a rental car up to this date. Unfortunately, [redacted], of our staff, was unable to reach you to discuss your concerns in detail. However, she would like the opportunity to obtain additional information about your other request. Ms. [redacted] can be reached at ([redacted]) [redacted] ([redacted]), Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The records are incorrect and misleading. I also had been in direct communication with USAA regarding abnormallyrics high premiums in relation to other tier 1 competition. Never were any concerns handled appropriately or respectfully. USAA refuses to remain competitive even when shown comps from competition. .that I provided in an attempt to stay with USAA. Poor service,  growing poorer Each year I remain with the company.  
Regards,
[redacted]

December 31, 2015
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your second submission regarding your automobile loan payments.
We replied to your complaint on December 17, 2015.  Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We responded to the CFPB on December 30, 2015. 
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

October 16, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile policy payment. Thank you for bringing this matter to our attention. Due to privacy laws in this state, [redacted], of our staff, attempted to reach you...

directly by telephone and email to address your concerns. Please contact Mr. [redacted] at your earliest convenience. He can be reached at [redacted] or [redacted] We appreciate the opportunity to reply to you. Sincerely, [redacted]