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USAA

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Phone: (800) 531-8722 Fax: (800) 531-8877 9800 Fredericksburg Rd, San Antonio, TX 78288 http://www.usaa.com

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Description

This company offers Mutual Funds, Brokerage, discretionary account management, and financial advice services.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for USAA include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 911 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

911 complaints closed with BBB in last 3 years | 352 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 44
Billing/Collection Issues 147
Delivery Issues 26
Guarantee/Warranty Issues 21
Problems with Product/Service 673
Total Closed Complaints 911

Customer Reviews Summary Read customer reviews

5 Customer Reviews on USAA
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 5

Additional Information

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BBB file opened: March 01, 1950 Business started: 01/01/1922 Business started locally: 01/01/1922
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas Department of Insurance
333 Guadalupe St, Austin TX 78701
http://www.tdi.texas.gov
Phone Number: (800) 252-3439

Texas State Securities Board
208 E 10th St FL 5, Austin TX 78701
http://www.ssb.state.tx.us
Phone Number: (512) 305-8300
generalinfo@ssb.state.tx.us

Type of Entity

Corporation

Business Management
Mr. Josue 'Joe" Robles Jr., CEO/President
Contact Information
Customer Contact: Mr. Paul Rocha
Business Category

Insurance Companies Investment Advisory Service Mutual Funds Stock & Bond Brokers Real Estate Consultants Auto Services

Alternate Business Names
USAA Casualty Insurance Company USAA Investment Management Company USAA Transfer Agency Company

Customer Review Rating plus BBB Rating Summary

USAA has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    9800 Fredericksburg Rd

    San Antonio, TX 78288 (800) 531-8722

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Complaint Detail(s)

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 26 August 2012, I was involved in a car accident with direct impact to my two left tires/wheels. I made a claim through my insurance company, USAA. My car was repair at the local dealership, ********* ***** Body Shop. It stayed in the shop for over a month to do minor repairs. Since then I've replaced two sets of tires on my vehicle and was traveling from ******** to ********* when my tire blew out. I discovered this tire was showing metal all on the inside and not wearing properly. I get my tires rotated, balanced and wheels aligned on a regular bases. ******** thought it was a bad alignment on their part but when it was put upon the rack the first thing they asked me if I was in a car accident. I said yes, almost 2 years ago. ******** told me my rear arms were bent as well as the left front and that's what's causing my alignment to go out and what's wearing my tires from the inside. All 4 of my tires were showing metal on the inside, I replaced two before knowing this was accident related and two tires remain with metal wear on the inside. This is a direct result of the insurance adjuster and the repair shop completely missing this during initial repairs of my car and I want it fixed or replaced like it should have been two years ago. When I called USAA to tell them about the problem they were very unhelpful, rude and had poor customer service. USAA told me this was between me and the dealer and if the repairs were due to the accident they would pay the supplement submitted by the repair shop and now that my car is at this shop, USAA is rejecting any supplements. I drove 400 miles in an unsafe vehicle and USAA allowed this just so I could get back to the dealer who did the initial repairs. I've been driving an unsafe vehicle for almost two years now with my daughter in the car not knowing that my tires could have flown off at any moment but USAA doesn't seem to care about that. I do not believe this is acceptable by any means. I've been with USAA for 8 years now and I have never encountered such bad customer service from them.

Desired Settlement: I want my car fixed the way it should have been two years ago or totalled and replaced.

Business Response: September 12, 2014

*** ****** ******
Complaint ID #:********

Dear Ms. ******:

I am responding to your submission regarding your August 26, 2012, automobile insurance claim.

Thank you for discussing this matter with **** ********, of our staff, and as he explained, we thoroughly reviewed the claim and found no new information to warrant a change in our coverage decision. Should you have further questions, Mr. ******** remains available to assist you, and he may be reached at ***** ******** ******* ********* ******

We realize this is not the outcome you were expecting, but we appreciate the opportunity to review your concerns and respond.

Sincerely,

****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I authorized USAA to electronically deduct $110 from my checking account to pay my credit card bill. In error, USAA deducted $500 from my account. When I called USAA to inform them that I had discovered the error and have $390 which was taken from my account without my authorization retuned to my account, they told me it would take 7 days to retune my money. When the error occurred it put my checking account in an overdrawn status and left me and my family without money with which to live on. Due to the error on USAA's part, I am unable to buy groceries I need to feed my family, put gas in my vehicle to get to work, and has left me and my family in an uncomfortable position. USAA has put us in an undo financial hardship because of their error and refuses to promptly retune the money the have taken from my account without permission.

Desired Settlement: I would like USAA to return the money they have removed from my account without authorization immediately plus pay any and all fees that have occurred as a result of their theft of my money plus any and all expenses that I have accumulated to resolve the situation and remove any negative reporting to the credit burrow which my result from the situation.

Business Response: September 18, 2014


*** ******* ***** *********
Complaint ID #:********

Dear Mr. *********:

I am responding to your submission regarding the payment applied to your USAA Platinum Visa® account.

Our employees are expected to service our members’ accounts accurately and efficiently, and I apologize for the error made and for your service experience. I understand **** *******, of our Bank staff, spoke with you in detail about what occurred. Please be advised that coaching was provided to those involved to prevent a future occurrence. Your credit card payment for $110.00 was received on September 12, 2014, and Ms. ******* applied the payment retroactively to reflect the original payment date of August 21, 2014. In addition, the $25.00 credit for the late fee will post to your account on September 18, 2014. There was no adverse reporting of your account to the credit reporting agencies. If you have additional questions concerning this matter, Ms. ******* remains available to assist you and can be reached at ***** ******** ******* ********* *****.

Thank you for allowing us to reply to you.

Sincerely,

**** ********

Credit Cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

****************

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I and my wife ***** received a promotion through the mail from usaa, after paying our balance in full. It gave a promotional rate on balance transfers to our usaa credit card. We transferred one balance to the usaa card, and had been trying online for over a week to transfer another. After trying several times, and making several different payments to Usaa, I called and spoke to a representative of usaa named *******. ******* told me that we could only transfer up to 95% of our balance, and that was why we could not transfer the certain amount we needed to transfer. The promotion that we received, specifically says that we may "transfer balances totaling up to our available credit". Now the promotion has expired, and because of their 95%, they will not honor the promotion to us. To send an offer with fine print stating that we may use our "total available credit", and then for a service representative tell us that there was a 95% clause that they was holding us to, is Breach of Contract, and Unethical business practices. After speaking with ******* (service rep.) I spoke to *** (someone that ******* told me was his superior). I asked her to honor the promotion for me since I had been trying for well over a week to transfer the balance in question, and had more than enough credit left on the card. I also told her that the promotion that I got did not state anything about a 95% limit. She refused to honor it and said that they "honored some before that had expired" but would not honor mine. This is UNETHICAL!!!! I told her that because they sent us an offer that stated one thing, and because they held us to different rules than the physical promotion stated, that we would be paying our card off in the near future, and closing our F$%^ing account. I have a college education, and have studied business laws and business ethics, and this breaks several Cardinal Business Practices and Laws.Thank You, ***** ******* *** ****** ****** **** *******

Desired Settlement: I would like to see USAA honor my request for the transfer, but first and foremost, I would like to see USAA honor their promotions without making up rules as they go.

Business Response: September 10, 2014

***** ******** ***** ** ******** *** ******
Mrs. ***** ** *******
Complaint ID #:******** 

Dear Sergeant and Mrs. *******:

I am responding to your submission regarding your credit card account.

**** *******, of our staff, was unable to reach you by telephone to discuss your concerns. As a courtesy, Ms. ******* will extend the promotional 1.9 percent Annual Percentage Rate to the additional balance transfer once it posts to your account, and it will be effective until July 1, 2015. I apologize for any frustration you experienced as a result of this matter. Should you have further questions, Ms. ******* may be reached at ***** ******** ******* ********* ****** 

Your situation was shared with the appropriate areas as we are continually seeking ways to improve the way we do business. Please know that USAA follows all federal regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity. We respectfully disagree with your allegations.

Thank you for allowing us to reply to you.

Sincerely,

**** *****

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called in 8/21/14 and was directed to ******** in Complex Billing with my issue. Previously I had called in to verify how much money would be coming out of my account and was told one amount, but almost double that amout came out. Complex billing was going to attmept to get me some of my money back. ******** per procedure asked to do a 3 way call with my bank regarding the transfer. Some how I was still able to hear them but was not able to speak to them. They couldn't hear my answer their questions. It was assumed I had been disconnected, however, I heard the conversation between my banker and ******** regarding how my account was past due and now was going to be farther behind because I didn't follow my account with them and made an assumption that the same amount was going to be withdrawln and how they are always having to fix peoples problems who can't keep up with their accounts. I guess I am under the understanding my personal bill and account should not be discussed with anyone other than myself and my husband.

Desired Settlement: I don't need my bank knowing about any bill problems other than usaa was going to send in a refund. It's no body's business if I am behind, late, a bad customer, or whatever, no business should ever give out that information to a 3rd party. They violated my privacy and need to correct this.

Business Response: September 10, 2014

**** ***** ************
Complaint ID #:********

Dear Mrs. ******-*****:

I am responding to your submission regarding your insurance billing and your privacy concerns.

Our employees are expected to be courteous and professional at all times, and I am sorry for any frustration you may have experienced. Please know that coaching has been provided to those involved to ensure other members do not have a similar experience. You can be assured that safeguarding your personal information is a top priority for USAA.

Thank you for speaking with **** *******, of our Member Advocate Team, about your concerns. As Mr. ******* confirmed, your payment arrangements are in effect until your due date in January 2015. Should you have further questions, Mr. ******* remains available to assist you and may be reached at ***** ******** ******* ********* ****** 

Thank you for the opportunity to reply.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have an open claim with usaa since 1/8/14. due to a charge-off credit card with usaa, without notification of any policy or regulations. my access to the internet has been blocked and denied which in turn prevents further processing of my claim, due to the fact I am unable to obtain or input inventory. I spoke with ***** from the resolution department and she notified me that my adjustor **** ****** has access and the ability on my behalf to email the CAD department to allow me access in order to complete my claim. However when I attempted to ask for his help, he acted as if he was unfamiliar with with the procedures and this has been well over 2 months now. In addition while processing a reimbursement check for me he processed a payment for me via mail when on many occassions I asked to him to direct deposit any checks to my account. he deliberately had it sent via mail, I had to call back to have the mail check canceled which takes a few days then I have to wait until the electronic payment is sumbitted for approval along with being authorized then payment submitted. my payment should have been recd no later than 7/14/14 which is today. Now I hvae to wait until the voided check is processed then electronic payment apporved. when a company is owed they desire and most likely recieve payment immediately, but ana servic emember and consumer of usaa in my 12yrs of service have not recd such horrible customer service or adverse delibarte actions. I add this is not the 1st time **** ****** has done this type of action.

Desired Settlement: apology and speedy processing of my claim along with access to the internet to complete my inventory list. payment for reimbursement to be recd today as expected.

Business Response: July 30, 2014

Ms. ******** ********* ***
Complaint ID #: ********

Dear Ms. ***:

I am responding to your submission regarding access to our website and your homeowners claim.

Thank you for speaking with ****** *********, of our staff, about your concerns. As she explained, it is our business practice to restrict access to our website when a member has caused USAA to suffer a financial loss. Once the outstanding balance on your credit card is resolved, your online access can be reinstated. In the meantime, you may continue to conduct business on your existing accounts by mail, fax, telephone, and through mobile.usaa.com. We are unable to temporarily grant you online access, and I apologize if you were misinformed.

A review of your claim revealed that your adjuster is in receipt of your inventory list, which is currently under review. It is important to note that claim payments eligible for electronic funds transfer were processed accordingly. Your claim shows that only one payment was sent to you by check, which was canceled and sent electronically. In addition, our core values of service, loyalty, honesty, and integrity are at the center of everything we do, and we respectfully disagree with your comments that our actions were inappropriate or deliberate.

Thank you for allowing us to review this matter and respond to you.

Sincerely,

**** *****

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Consumer Response: Complaint: ********

I am rejecting this response because: Although access to the internet has been revoked and my inverntory list being reviewed. I still hav enot recieved payment as of yet, In addition to my claim, the adjustor *********** ****** fails to return any and all contact until another associate of Usaa contacts him. Also, an apology was made which I am grateful for however the concept of only receiving one payment by mail is not true, I have the paper check stub to prove it. My total claim still has not been completed. All paperwork and documentation needed has been submitted, I am still awaiting a reply.

Regards,

******** ***

Business Response: September 10, 2014

*** ******** ***
Complaint ID #:********

Dear Ms. ***:

I am responding to your latest submission regarding your January 8, 2014, homeowners claim.

Thank you for speaking with ******** *******, of our staff, on August 8, 2014, about your concerns. As Ms. ******* confirmed, all the payments that qualified for electronic funds transfer were sent to you accordingly. However, some payments required a co-payable check made out to you and the mortgage company or the contractor. An additional payment under your dwelling coverage was issued on September 8, 2014.

We appreciate the opportunity to respond to you.

Sincerely,
**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had 4 products with them and 4 products with a problem!!! 1) Car insurance --- This was cancelled the day after I ordered it...and I still have a bill. The car dealer had us call from his phone...we did. And got insurance. Then we got home thinking it was a little high so we called around...turns out it was DOUBLE for teh same coverage. So we called and cancelled...less than 24 hours later. They assured us it was cancelled and we would not receive a bill and true we have not. However, when I log in there it is $241.00 owed for car insurance!!! Everytime I call them they remind me. I tell my story they tell me they will fix it...yet almost 2 years later it remains. 2) Checking account --- there were about 10 NSFs which USAA claimed that ****** charges were initiated. I fought with them over the phone. They were small amounts like $7.,$11. , etc. USAA told me I needed a letter from ****** (although an operator charged off some) ...****** sent a letter stating that I had no accounts associated with USAA. I immediately sent it to USAA and followed up to ensure they received it. They told me that they had received it and they would credit my account. However, that is not what happened. They instead charge off my account and close it. I am sure this is on my credit report! 3) Credit Card/CD --- Last month I came on to pay my bill just as I do every month. I notice that $251.48 was paid. I tried to figure out where this came from. I called but the hold time was too long (about 30 minutes) and I figured I would deal with it later. I then was in the hospital for several weeks. I logged in this month to pay my credit card bill and then I see the issue....USAA paid my credit card with my CD. I called and the operator claimed I had not made a payment since May. At first I said this was bull...but it is right...I paid in May...June I logged in and the payment was made with the CD (Although, I didn't know at the time.) Then July...well I just made a payment for the remaining $12 and change balance. They told me too bad so sorry. Once we close your credit card out you cannot get another one with us. I said what about my CD? They said they would be happy to open another CD for me. 4) My son opened an account and they messed that up too. They said that he needed more information. Which is fine. He didn't understand what they needed....he was only 16 and never had a checking account. I got on the phone and they would not talk to me even though I was on the account. I said well, let me put my son back on and and he can give you permission...they would not allow this either because he was not 18 and could not give consent. Are you really kidding me. I told them I was the top signer for the account , I was the veteran and the member. None of it mattered. I put my son back on the phone and had him tell them just to close the account and refund the $100.00 initial deposit. He was unable to do that because the debit card used to fund it was attached to my checking account! We never did get the $100.00 back and the account is closed. This company is ran by a bunch of screwballs and I wish i would have never got myself involved. I have read several complains here and I am the least of the issues. This company USAA claims to support the veterans but they really don't they take advantage and screw people over! This company should not be able to pray on veterans and their families.

Desired Settlement: I want a letter of apology. I want a letter stating that they have not nor will they report to the credit agencies. I want the car insurance that was cancelled within 24 hours charged off and NOT REPORTED to a credit agency. They can keep the deposit they stole from my son. Then they can closed my fraudulent membership! I don't know what it means they charged off my checking account $171 in overdraft fees...that BETTER NOT be on my credit report nor should I be charged. I sent the letter saying teh NSFs did NOT come from PayPal...and they understood this. After I receive a written letter in the US Mail from them and all the matters have been addressed I will consider this matter closed. I want NOTHING to do with USAA again.

Business Response: September 9, 2014

Mr. ***** ** **********
Complaint ID #:********

Dear Mr. **********:

I am responding to your submission regarding your USAA accounts.

Our records reflect that you obtained automobile, renters, and valuable personal property policies in February 2013, and monthly billing statements were sent to you. The payment for March 2013 was received, but no payment was received for April 2013. In May 2013, you contacted us about your insurance bill, and we advised that we had not received the April payment. When no further payment was received, we sent you a Notice of Cancellation for Nonpayment of Premium dated June 4, 2013. The following day, we received your email message that advised the policies should have been canceled. We replied and requested the effective cancellation dates. When we did not receive a response, we canceled the policies effective June 6, 2013, which was the day after we received your email. Please note that we have no record of any prior cancellation requests. Currently, there is an outstanding balance for coverage provided through June 6, 2013, and this information is not reported to the consumer reporting agencies. If you obtained other insurance coverage prior to June 6, 2013, please provide documentation reflecting the effective coverage date so we can adjust the premium due accordingly.

With regard to your checking account, we sent you a Notification of Overdraft dated June 11, 2014, and four of the ten nonsufficient funds (NSF) fees were refunded as a courtesy when you spoke with a representative on June 17, 2014. On July 1, 2014, you sent an email with a letter from PayPal; however, the letter did not indicate that the transactions were unauthorized; therefore, we respectfully decline your request to refund the remaining NSF fees. On July 8, 2014, we notified you that the checking account had been closed with an overdrawn balance. The June 11 and July 8, 2014, notices both stated that the account could be reported to TeleCheck, which could affect your credit report.

In February 2013, you opened a credit card secured with a $250.00 CD, and monthly billing statements were sent to you. We did not receive the payments due in July and August 2014, and we sent payment reminders to you. One of the notices advised that if we did not receive the required payment, we would apply funds from your CD to the outstanding credit card balance. Therefore, when no payment was received, the $251.98 CD balance was applied to the credit card account, and the CD and the credit card were closed. A letter explaining our actions was sent to you, and we confirmed that the credit card late payments were not reported to the consumer reporting agencies. On August 15, 2014, your $12.87 payment posted to the credit card account, bringing it to a zero balance.

When your son applied for a checking account, he used a $25.00 cash advance from a non-USAA credit card to fund the account. In accordance with the USA Patriot Act, we requested documentation to verify his identity. When we did not receive the required information, we reversed the $25.00 cash advance and returned the funds to the card on June 27, 2013. We reviewed our records and found no indication that we refused to discuss the account with you.

Mr. **********, we regret any frustration you have experienced, and we appreciate the opportunity to reply.

Sincerely,

**** *****

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently contacted USAA to request that they delete my online account and personal records that they have on me. Their reply was that they could not delete my account. I have never been a customer of USAA but had to create an account in order to get automobile insurance quotes and when researching home loans through USAA. Neither of which I eventually purchased through USAA. Recently I have had concerns about identity theft and checked to see how much information USAA had on me. USAA has on record pretty much every single piece of Personally Identifiable Information there is to have. This includes, name, date of birth, address, social security number, contact information, etc. etc. I thought it was a simple request to have them purge my information from their system. They refused my request saying all they could remove from my records was my phone number and E-mail address.

Desired Settlement: Considering I am not a USAA customer there is no reason to retain all this personal information about me. I would like USAA to delete my account to include all personally identifiable information (PII) from their records.

Business Response: September 8, 2014

*** ******** ******
Complaint ID #:********

Dear Mr. ******:

I am responding to your submission regarding your request to remove your personal information from our records.

I understand you spoke with ***** **********, of our Member Advocate Team, about your concerns. As Ms. ********** explained, USAA is a membership-based company; therefore, it is necessary for us to obtain certain personal information to help determine if an individual meets our membership eligibility. Once certain information is provided for business purposes, it becomes part of our records, which we are required to retain. However, we were able to remove your contact information and social security number from your account profile. Please know that safeguarding your personal information is a top priority for USAA. Should you have further questions, Ms. ********** remains available to assist you and may be reached at ***** ******** ******* ********* ******

Thank you for allowing us to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/11/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: USAA EXTENDED WARRANTY. I put my truck in the shop on 7/17/14 for what turned out to be a burnt valve. This was on a Thursday. After dragging their feet over the weekend an inspector finally went to the shop on Monday afternoon (the 21st). the shop went to work and after 2 days the warranty company said they would not cover the repair because it would raise the compression on the engine. I tried to explain what the mechanic said to me that it was only putting the compression back to factory specifications. They said it didn't matter and would not pay for the repair. Of course they will not pay for the catalytic converter and other problems that would arise by not repairing the burnt valve. I asked them if I was just supposed to drive the truck until it just quit and they said 'that was up to me". Even the shop foreman said he had never heard of anything so ridiculous. As a result I will never have anything else to do with USAA EXTENDED WARRANTY.

Desired Settlement: Would just like to give a heads up to other folks. ASK questions before you decide to do business with USAA EXTENDED WARRANTY.

Business Response: September 4, 2014

****** ******** ***** ****** ****** **** ******
Complaint ID #:******** 

Dear*************:

I am responding to your submission regarding your Extended Vehicle Protection (EVP) plan with the USAA Federal Savings Bank (FSB).

Our records indicate that you purchased an EVP Comprehensive Protection Plan as part of your automobile loan obtained in April 2014. Thank you for speaking with ******** *******, of our FSB staff, about your concerns. As she explained, the portion of the claim you disputed was not covered because the repairs are excluded under the contract. We apologize for the frustration this situation has caused you and regret you chose to cancel your EVP plan.

I understand that the remaining portion of the claim was covered and that a refund for the cancellation of your plan was provided to you. Should you have additional questions, Ms. ******* remains available to assist you and may be reached at ***** ******** ******* ********* ******

Thank you for bringing your concerns to our attention and for allowing us to respond.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was involved in a car accident on July1 st where **** ******** hit my van from the back with me my husband and my two kids 3years and 1month at the time . I filed my claim with the girls insurance usaa as soon as i was done getting****** information and i was contacted about what happened and was given a name of ********* ****** who I'm suppose to be working with to process my claim.the first time i called ********* i had to talk to a co-worker because she didn't answer and the guy i talked to told me that **** and ********* are playing phone tag and that he would tell her i called and they would do a all in one settlement to compensate for the paint scraped off of my car and my time and inconvenience.i called ********* a couple days later and she said that she was just about to call **** that she still hasn't gotten ahold of her. She confirmed the all in one settlement and told me i would be compensated for my husband when he was done with his back treatment because he was hurt in the accdent and then told me she would call me when she got ahold of ****.it has been over a week since i have heard from her so i called on the24 th of July and had tho talk to a co-worker again and once i told the lady my problem that i was trying to get ahold of ********* to get everything settled and the lady told me she couldn't help me that i had to talk to *********.i don't understand why i couldn't be updated on my claim from this lady when the first guy i talked to about my claim told me what was going on between ********* and ****.i feel that i am completely getting the run around about them paying out the compensation .********* even told me that even thow she is waiting for ****s statement that it looked pretty clear cut that she hit me from the back. No one will tell me information about my claim and when i called ********* a week ago i left a message and no return call

Desired Settlement: I want what i was told i was gonna get and what I'm owed like they told me.my car to be fixed and compensation for my inconvienince And time and my family and i being hit from the back.

Business Response: September 4, 2014

Mrs. ************* ********* ** ** ******** 

Dear Mrs. *******:

I am responding to your submission regarding your July 5, 2014, automobile insurance claim.

We strive to provide quality service and fair claims handling, and I apologize for the frustration this situation caused you. Thank you for speaking with ******** ****, of our Claims staff, about your concerns, and I understand that payments have been issued to you. Should you have additional questions, Ms. **** remains available to assist you, and she may be reached at ***** ******** ******* ********* ******

Thank you for allowing us to review this matter and to respond.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Yet again this greedy company has returned an item as insufficient funds when they know that funds are available to fulfill a transaction! They returned my rent check just so they could collect $29? Unscrupulous! This will result in a problem with my landlord that USAA must repair! They need to contact my rent office, forward the payment to them, explain their lack of judgment and also refund my $29. Is this how USAA makes their profit? Can they not exist any other way than to take unfair advantage and charge NSF fees? Shameful! Account USAA SECURE CHECKING #######***Trans. Description NSF FEE - ITEM RETURNED Additional Details ACH - The****** Rent . Posted Date Aug 7, 2014 . Fee Amount ($29.00) Aug 7, 2014 NSF FEE - ITEM RETURNED ACH - The ****** Rent Uncategorized ($29.00) $1,006.19 Open Transaction Details Aug 7, 2014 ** ** ******** *** ******** ** *** *** *$20.00) $1,035.19 Open Transaction Details Aug 7, 2014 REG SALARY *************** Uncategorized Deposit $832.27 $1,055.19

Desired Settlement: Contact my rental office. Get my rental payment to them directly so I am not charged with unnecessary, extra fees and negative rental history. Refund my $29.

Business Response: September 3, 2014

Ms. ********** ****
Complaint ID #:******** 

Dear Ms.****:

I am responding to your submission regarding the individual checking account ending in****, which you hold with the USAA Federal Savings Bank (FSB).

Our records reflect that on August 6, 2014, an Automated Clearing House (ACH) transaction for $950.68 tried to debit your checking account (2732). At the time, the account balance was $222.92 and the ACH transaction was returned unpaid. The next day, a direct deposit for $832.27 posted to your account; however, the ACH payment had already been returned. According to the Terms and Conditions of the Depository Agreement and Disclosures, a $29.00 non-sufficient funds (NSF) fee was applied to the account. I understand ****** ******, of our FSB staff, spoke with you about the returned ACH payment and the NSF fee. As he explained, as a result of previous account behavior, the FSB respectfully declines your request for a refund of the NSF fee. In addition, a detailed review of the transaction found no evidence of improper handling; therefore, we disagree with your allegations of impropriety. If you have additional questions or reconsider adding overdraft protection to your checking account, you may contact Mr. ****** at ***** ******** ******* ********* ******

Thank you for allowing us to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: i filed a claim to with your company as your client hit me. I'm getting nothing but the run around from your company. I was told on June 21st by **** ****** (USAA adjuster) that that my check of 3400 was issued to ***** ** ****** **** *** ***** ******** ** *****. I was told this would take 3-5 business days. I called on Saturday trying to speak to an adjuster, left message on **** machine. No call back received on Monday so I called him back. He told me to continue to wait, re-confirmed the address, and told me to wait until Thursday to call back. Tuesday came, no check. On Wednesday, after the usps man drove away from the mailboxes, i went to check for my mail and still no check. So at 430pm on Wed July 30th, I called **** back. He convinced me to wait one more day because if he re issues the check then I would have to wait all over again. In this call, I asked why was I told 3-5 business days when this is now the 7th business day that has passed? He had no answer besides blaming the usps. I told him that was unprofessional and I would be totally fine with waiting 7-10 business days BUT I WAS TOLD 3-5 business days and those are improper expectations so now I am an upset client/customer. Thursday, 7/31, (10 days after first check issued) after the usps man was finished with delivering the mail, I still had no check. I called **** and received no answer, I left a message. Called him back right away so I can speak to another adjuster, when **** answered. I explain to him this is unacceptable and there is no reason this should be happening. I have confirmed address with him many times and all he can say was , "usually it takes 3-5 business days". Still speaking with ****, we start to discuss re-issuing the check. He tells me, he can re-issue it but it could take another 3-5 business days. I told him, "So I could possibly wait another 10 days to get my check? This is unacceptable." I ordered **** to send the check overnight. He still battled with me acting like it wasn't possible to overnight the check. He then agreed to that, and said the check was re-issued to be overnight-ed to my address. The next day was Fri 8/1/14. After 3 pm, there was still no mail in my mailbox. Its has been a total of 11 days when I was originally told 3-5 business days. I called ****, and no answer I left a message saying I need to make a formal complaint to his boss. Called back to speak to another adjuster, **** answered again. I asked why my check is this still not here? He said it was issued after 4pm so it may take another day. I understood that but again it was unacceptable of how he said it and how he was just trying to get me off the phone. I'm only trying to get my check so I can get my truck fixed. There was a time when there was silence over the phone because he didn't have an answer for me and I was a dissatisfied customer. After the 6-8 seconds of silence, **** said, "Okay, we'll get this taken care for ya..." and hung up the phone on me. I was amazed by the horrible customer service. Saturday comes, no mail. Called USAA, all adjusters are out of the office. Left a Voice message again for ****. Asked him to call me back ASAP or as soon as he gets in on Monday so we can discuss why my overnighted check is still not here. If he "really" over nighted the check; he would have offered me a tracking number. However he never did. Sunday comes, and no check. Monday 8/4 (14 total days after first check was issued). Usps guys comes and go and still no check form USAA. Called again. No answer from **** as usual. Left a voice message again at 1020am. He is clearly screening my calls. Called again 10:21, spoke to "Sarah" (adjuster), told her my story, she did not have an answer for me so I asked for a manager. She said no managers are available but she will have them call me back within the hour. 11:35am, still no call back so I called in again. I spoke with ******* (adjuster). ******* met me with an extremely harsh tone, and would not transfer me until she confirmed ALL info on my claim. I told her, "I have never been asked to verify my color or make of my truck in any other phone calls? Why are you forcing me to answer these questions? I told you my claim number and who I am, transfer me to a manager right now! I am an upset customer that only wants to speak to the manager!" She replied back with repetitive questions, re-phrasing her terminology rudely like I have no choice. I instantly ordered her to stop asking me questions and transfer me to a manager right now. After being on holed for 15 minutes! she comes back on the phone to tell me she has inputted my request to speak to a manager. I told her I already did that, I need to speak to a manager RIGHT NOW. She said she doesnt know why someone (sarah) told me that the manager would call in an hour as the policy is the manager would call within 24 hours. I told her that is not acceptable, I need to speak to a supervisor ON THIS PHONE CALL! she then rudely said "I do not need to take this verbal abuse from you...." and hung up the phone on me. At this time it is NOON. Ive had two adjusters hang up on me, Ive been told 3-5 business days multiple times, Ive been given improper expectations, Ive been met with rude non customer motivated employees, and its 14 days after my first check was issued. AND STILL NO CHECK. I instantly called USAA back to speak to a manager again. Spoke with ******,non manager, I told her we need to figure something out and possibly send my check to a different address because I need the check i was promised 2 WEEKS ago after being told it would be here in 3-5 business days. After explaining my long story yet again to another employee, ****** absolutely blew my mind and said my second check was NEVER ISSUED and the first check was stopped. SO I have waited since Thursday 7/31 for a check that wasn't even issued again to me. Now your company has an integrity issue as well. This made all my previous calls to USAA pointless and not one employee, including **** (the one who told me he was re-issuing the check overnight on Thursday 7/31), told me that there was no second check issued!!! ****** then threatened to hang up on me simply because that news I was told was an extreme shock to me and I became very upset with the LACK of service I was being given, and as I was told that my check was already re-issued and I have been waiting four days for it already. Pure laziness and lies. She was not understanding of my concern and simply kept repeating script like phrases, ignoring the fact that I have been giving the run around for four days now. I asked her not to hang up on me and she eventually stopped saying script legal phrases like, "please contact us during working hours to speak to a manager". She said she would help me and put me on hold ..... When she came back she told me she re-issued a check to the address to be over nighted. I told her I have already been told this so what makes this different than 7/31 ?!!? And why did you re-issue to the same address? I asked it to be re-issued to a different address because of this hassle. she then said, "Well looks like whatever I do isn't going to be good enough for you so why don't you wait for the manager to call you?". I told her, "if things were being done correctly by you and your company then I wouldn't even be on this phone right now. All I'm asking for is my check so I can get my truck fixed. I'm not asking you to fix world hunger. I have every right to be upset. I have been told this already ******. That is why I am on the phone asking for a manager in the first place!" But everyone refuses this as well. She then agreed to re-issue the check to a different address but told me it will take 24 hours to cancel the check SHE JUST ISSUED. So because of her error and re-issuing the check to the same address and not a different address as I wanted, now I have to wait yet another day to re-issue the check again. I told her that makes no sense. I believe she re-issued the check to my new Meseto ave address but I was not 100% sure because I was told the same by **** that previous Thursday about him re-issuing a check. So at 1:41pm, 8/4/14, I have still not yet received my call from a manager. I called in to confirm the check was reissued to ****** *** because I did not trust anyone at USAA at this point. I called and spoke with *****. He confirmed a new check was re-issued to the Meseto ave address. We re-confirmed that address. He gave me transaction ID # This process that I AM STILL GOING THROUGH is completely unacceptable. I imagine if I selected to have my truck fixed by your body guy I'd be fighting to get my truck back for MONTHS as they would be WAITING on their payment. I want this solved ASAP and a call from a supervisor ASAP. withing 24 hrs. * **** ********* ***** ******* * ******* ********** ******* ******* ******* *** *** *** *** *** *** ******** *** ********

Desired Settlement: I want a phone call from a supervisor EVERYDAY until my check is here. I want a SUPERVISOR on my case until this is taken care of as promised 2 weeks ago.

Business Response: August 29, 2014

Mr. *********** *********
Complaint ID #: ******** 

Dear Mr. *********:

I am responding to your submission regarding your July 16, 2014, automobile claim.

We mailed the initial check to the address you requested; however, it was subsequently returned to us as undeliverable.  I apologize for the frustration you experienced when you called to request that we reissue the check.  ****** ********, of our Claims staff, was unable to reach you by phone, and she confirmed that a check was reissued to the new address you provided and appears as cleared in our records.  Please know that your situation was shared with our management team, and coaching was provided to those involved to prevent other customers from having a similar experience.  Should you have any further questions, Ms. ******** remains available to assist you and can be reached at ***** ******** ******* ********* ******

Thank you for allowing us to reply to you.  

Sincerely,

**** *****

Business Response: August 29, 2014

Mr. *********** *********
Complaint ID #: ******** 

Dear Mr. *********:

I am responding to your submission regarding your July 16, 2014, automobile claim.

We mailed the initial check to the address you requested; however, it was subsequently returned to us as undeliverable.  I apologize for the frustration you experienced when you called to request that we reissue the check.  ****** ********, of our Claims staff, was unable to reach you by phone, and she confirmed that a check was reissued to the new address you provided and appears as cleared in our records.  Please know that your situation was shared with our management team, and coaching was provided to those involved to prevent other customers from having a similar experience.  Should you have any further questions, Ms. ******** remains available to assist you and can be reached at ***** ******** ******* ********* ******

Thank you for allowing us to reply to you.  

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 7/7 I contacted USAA for a valuable personal property insurance quote on an engagement ring. I was told it would be $1079/year and that I would just need to have the GIA papers in hand before they could proceed. On 7/9 called to ask another question and they then said I would also need an appraisal and an invoice. On 7/17 I had gathered all the necessary paperwork and turned them in as requested. On the 18th I was then told I would need to "maintain a monitored security alarm system in your home". Additionally, they said they would need the following information: "a copy of the gemologists credentials, how will the ring be used off and on premises?, how often will you travel while wearing your ring?, how will the ring be secured and maintained to prevent losses?" I had already committed to renting a vacation home for the winter (approx 4 months in *******) so I called USAA on 7/18 and asked if it was ok that I would not be able to get the vacation home monitored since it was not my property to make changes to. I got a warm response saying that of course I couldn't be responsible for home security on a home I didn't own and that the underwriters would know that. When responding to USAA regarding the question of how often I would travel, I disclosed that "I will be living in a vacation home for 4 months out of the year (it will not have home security monitoring)". At that point in time I expressed my concern over taking on a financial obligation (ADT home monitoring) without being sure I would be approved for the insurance first. I included in my correspondence on 7/21: "I just wanted to make sure before I commit to the ADT home monitoring that I will be insured once it is completed and I turn in the gemologist's credentials. I'd hate to financially commit to a 2 year cost without being sure I have met all the other requirements first". The response for USAA on 7/21 was "In regard to the premises alarm, I understand starting a contract is a commitment that you don't want to enter in to without reassurance from us however, our underwriting department does require a monitored premises alarm to be installed for us to insure a ring of this value, I can tell you that as long as all underwriting requirements are met you will not have a problem with us covering your ring". In my mind at that point in time, I was led to believe that I should go ahead and get ADT because I would have fulfilled all the requirements and would then be insured by USAA. After all, I had already called USAA to make sure the vacation rental home did not need home monitoring. On 7/25 USAA adds that I will need both monitored fire and burglar alarm (I had only purchased the minimum burglar) so I get ADT to come back out and install the fire alarm. On 7/30 I then had all the necessary items completed and USAA told me they were sending to underwriting team and I can typically expect a response within the next t 2 business days. By 8/6 (the 5th business day) I still hadn't heard back so I called USAA and was told they would call me back with the status of my application. They called back stating that I didn't hear back because my application was denied on account of the rental home not having home monitoring. At this point I am furious. Not only was my application turned down on a detail I had already had approved on the phone, but I didn't even get the courtesy of a phone call to tell me so. I asked the USAA representative on the phone to transfer my call to his manager to get this sorted out. He stated he could not get a manager on the line at the present time, could he have a manager call back within 24 hours so they would have time to review my case. I agreed. By 8/11 I still did not receive a call back so I called USAA again and asked to speak with a manager again. I was transferred to Maudy. She informed me she would now be handling my case and would work with a member of the underwriting team to see what they could do if anything. When I asked when I would hear back from her, she said she would call me back the next day whether it was good or bad news. On 8/13 I still had not heard back so I called Maudy's direct line and left a voice message that has still not been returned. All in all, I am appalled that they required me to take the considerable financial step of getting ADT put in my home before sending my file to underwriting to see if I would be approved even after expressing my concerns in doing so. I had literally asked if not having ADT on my vacation would be ok and was expressly told YES. Now I am in a position where: I have not been insured for over a month, I am faced with a $1215 cancellation of contract with ADT, and I cannot get anyone on the phone at USAA to speak with me about the matter.

Desired Settlement: I am asking that USAA either honor their word by granting me the agreed upon insurance at $1079/year for my ring (for a minimum of 3 years as that is the length of the ADT contract) or that they pay the penalties I am facing from ADT $1398 ($183 installation+ $1215 cancellation) for which I am now responsible because the ADT installation and cancellation are both a direct result of faulty information provided by USAA.

Business Response: September 3, 2014

Ms. *** ********
Complaint ID #: ********

Dear Ms. ********:

I am responding to your submission regarding the valuable personal property (VPP) policy you inquired about to insure your engagement ring.

We apologize for the frustration you experienced because of this matter. Your situation was shared with the appropriate areas for review as we are always seeking ways to improve the way we do business. Thank you for speaking with *** *******, of our staff, who discussed your experience and agreed to insure your engagement ring under the VPP policy, which was issued effective August 21, 2014. If you have any further questions, Mrs. ******* may be reached at ***** ******** ******* ********* ******

I appreciate the opportunity to reply.

Sincerely,

**** ********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

*** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was involved in an auto accident with USAA insured. Their Insured crossed double yellow lined into oncoming traffic and swerved back into my lane when returning, striking my vehicle. The driver admitted fault at the scene as well as to the officers that took the report. They admitted fault in the police report as well. They admitted fault to their insurance company. The police ticketed only the USAA driver. When USAA processed the claim, they are placing blame on me and refusing to pay the claim, in full, which is a fairly insignificant amount (Under $1,000). 1.) They were breaking the law, not me 2.) They were cited for breaking the law, not me 3.) My position was established and they entered into my lane illegally, after illegally entering into oncoming traffic 4.) The USAA driver admitted Fault by stating " I am sorry I hit you, but my daughter had to pee." 5.) The USAA driver was obviously negligent on several accounts of passing in oncoming traffic and failing to enter a lane safely, plus left of center violations. I feel that this could a case of "Bad Faith" where their third party insurance is not paying merely because it is a business rule, not to do so. I am willing to take this to court and press for

Desired Settlement: Accept 100% liability.

Business Response: August 4, 2014

Mr. **** *****
Complaint ID #: ********

Dear Mr. *****:

I am responding to your submission regarding your July 6, 2014, automobile claim.

We are responsible for analyzing each loss on its own merits and for settling the claims for which we are legally liable. Thank you for speaking with ******** ******, of our Claims staff, who explained the factors that led to our liability decision. As she advised, you were determined to be partially at-fault in the accident for driving aggressively. While we understand that you disagree with our decision, you have the option to pursue the damages with your own insurance company. I understand that a payment for 80 percent of the damages to your vehicle and five days of loss of use was issued to you on July 24, 2014. If you have any further questions, Ms. ****** remains available to assist you and may be reached at ***** ******** ******* ********* ******

We regret any frustration this matter caused you, and we appreciate the opportunity to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:

The statement and determination of fault was not consistent with fact. USAA incorrectly alleged that I was driving aggressively left of center when it was unsafe to do so. The error is in their consumption of the facts. it is THEIR client, that was driving left of center, not I, which is clearly stated in my statement, their insured's statement, as well as the police report. They simply made an error and it is frustrating trying to get them to come to this realization. They simply made an error and they need to correct it, but refuse to do so. this really is starting to sum up to bad faith, on their part, in my opinion. Hopefully, they can rectify their gross oversight, without my continued effort.

Regards,

**** *****

Business Response: August 19, 2014

Mr. **** *****
Complaint ID #: ********

Dear Mr. *****:

I am responding to your follow-up submission regarding your July 6, 2014, automobile claim.

We responded to your complaint on August 4, 2014, and while we recognize that you continue to 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,

**** *****

Consumer Response: Complaint:********

I am rejecting this response because:

The letter sent to me states that their reasoning for finding me at fault was that I was passing their client left of center. This is completely false. It is THEIR client that was passing me (And I think the reason they seems to be adamant that I somehow retain some fault in this). Since this is not true and even their client attested to this fact, I cannot accept the response from USAA.  It looks as though this will become a civil matter and once a new person is assigned to this, because of the status change, I am confident that they will correctly see that their client is 100% at fault for Passing me in oncoming traffic, around a curve in a no passing zone, then striking my vehicle when attempting to renter my, established, lane.  This has Bad faith written all over it. It's too bad this has to come to where it has, for such a small claim. It's poor form on their part and just bad business, if you ask me. I am sure others will see it this way as well.

Regards,
**** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We cancelled our home insurance with USAA the end of March/1st of April because we found a better rate with another company. We had paid for home insurance with USAA from April 15, 2013 to April 15, 2014 in advance. We did not pay or authorize any insurance coverage through USAA after April 15, 2014. They continued to charge us for home insurance after April 15, 2014. They said we did not cancel. But we did not ask them to cover us after April 15, 2014. We refuse to pay for insurance we did not order. They are supposed to be a friend of the military. I would advise any military family to stay clear of them.

Desired Settlement: I do not think we owe for coverage after April 15, 2014. Also I want them to stop billing us and take our name off their mailing list.

Business Response: August 22, 2014

**** ***** *** *****
Complaint ID #:******** 

Dear Mrs. *****:

I am responding to your submission regarding the billing of your homeowners insurance policy.

I understand that **** *********, of our Member Advocate Team, spoke with your husband and discussed the billing and cancellation of your policy with him. As she explained, the homeowners policy was retroactively canceled effective April 15, 2014, and the outstanding balance owed was cleared. Should you have further questions, Ms. ********* remains available to assist you and may be reached at ***** ******** ******* ********* ******

We have updated our records so that marketing materials will not be sent to you or Mr. *****. Please note that you may receive additional USAA mailings within the next four to six weeks as marketing pieces are usually scheduled and prepared prior to the actual mail dates.

Thank you for allowing us to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Despite multiple calls to USAA & searching their website from top to bottom, Unable to obtain 2013 1099 & other tax forms USAA is required to send each year

Desired Settlement: Send 2013 1099 & other tax forms USAA is required to send each year

Business Response: August 22, 2014

Mr. ******* ***** *******
Complaint ID #:********

Dear Mr. *******:

I am responding to your submission regarding your account with the USAA Investment Management Company, and I apologize for any frustration you experienced regarding this matter.

Thank you for speaking with ******* ***********, of our staff, who confirmed that an Internal Revenue Service Form 1099-INT is not generated for an account if there is less than $10.00 in interest paid in that account during a tax year and in certain other circumstances. I understand that she also sent you a copy of the other document you requested. If you have additional questions, Ms. *********** remains available to assist you.

We appreciate the opportunity to reply.

Sincerely,

**** ********

USAA means United Services Automobile Association and its affiliates. Accounts are introduced and brokerage services provided by USAA Financial Advisors, Inc. (FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPC. Clearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was told they could not verify my identity due to an identity theft alert on my credit report. After multiples calls with customer service and representatives refusing to transfer me to the "internal" departments to assist in expediting my issue, I file this complaint. Representatives also refused to transfer me to supervisors within the department when asked multiple times. I also have an Insurance and Bank account with USAA, due to the "security block" on my accounts I could not change my insured vehicle after purchasing a new one. They say it will take 2-3 days to get the information processed to verify my identity. This is day 3 after vehicle purchase. As a salesman in a dealership I have 5 days from date of purchase to transfer the policy. If I can not transfer the policy I lose the vehicle. I believe I am being extorted by this company and held against my will from simple requests that could have easily been changed because representatives refuse to work with their customers.

Desired Settlement: I would like 1 year of free Full coverage auto insurance with a $500 deductible, an apology letter, and for my accounts not to be closed in spite or recourse for the claim against them, because of the extremely difficult position I was placed in. The actions of this company are not warranted against myself.

Business Response: August 21, 2014

Mr. ***********
Complaint ID #:******** 

Dear Mr.*****:

I am responding to your submission regarding access to your online account.

When you opened your account with us and submitted a credit card application, we sent you a letter asking for copies of your state-issued identification and social security card and for proof of address and income. I understand you spoke with ******** ********, of our FSB staff, about this matter, and she explained the reasons your account is restricted. As of August 21, 2014, we have not received the required information you advised Ms. ******** you would provide. It is important that you send this information, and Ms. ******** remains available to assist you.

With regard to your automobile policy, we regret any frustration you experienced. ***** *****, of our Member Advocate Team, added your vehicle to your policy and advised that we respectfully decline your request for one year of free insurance coverage.

Thank you for allowing us to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: There was an accident on 6-30-14 and USAA's companies insured received a ticket and statements have been given to both insurance companies. The police report filed, but, the location of the accident on the police report was incorrect, however, the FACTS of the report stand firm, solidified by both statements of the persons in the accident. The facts are the facts and the incorrect location of the accident, confirmed by both parties, doesn't matter. It has been over 32 days and USAA has not determined fault and has definitely not done anything to facilitate the investigation. My vehicle has over $2000 worth of damages that they will not acknowledge. I've called my insurance companies manager and he has contacted USAA's manager, STILL, nothing is being done. USAA's manager, basically, told my ins co's manager, that their insured is going to court and if she gets out of the ticket, then their saying the accident didn't happen and won't find favor for my claim. I have had it. I have NEVER had an insurance company do this to myself or anyone I know.

Desired Settlement: I want my vehicle repaired to pre-collision state and I need a rental vehicle, while my vehicle is repaired. I would also need compensation for pain and suffering.

Business Response: August 21, 2014

Ms. *********** 
Complaint ID #:********

Dear Ms. ****:

I am responding to your submission regarding your June 30, 2014, automobile claim.

We are responsible for analyzing each loss on its own merits and for settling the claims for which we are legally liable. There are conflicting statements about the details of the claim, and accordingly we are working to review all the information to complete the appropriate liability decision. Unfortunately, ****** ********, of our staff, was unable to reach you to discuss the ongoing investigation. We understand that your insurance carrier has issued payment for repairs to your vehicle. If you have questions, Ms. ******** remains available to assist you and may be reached at ***** ********* ********* ******

We regret any frustration you have experienced. Thank you for allowing us to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I transferred my account over to ********* on the 28th of july. I have called in 6 times now and everytime I get told 2 days. they have yet to transfer over the cash that was in my trading account. 281.61 if I remember correctly. it is now august 18th. more than enough time for them to have taken care of this. they say its all because of some switch they did on the 6th. what was the problem with getting it done in the week prior to the switch. part of the cash was sent over since the switch. why not all of it? especially when I call in and the rep says oh yeah there it is.

Desired Settlement: refunded now. no more 2 days

Business Response: August 27, 2014

Mr. ****** *****
Complaint ID #:********

Dear Mr. *****:

I am responding to your submission regarding your former account with the USAA Investment Management Company, and I apologize for any frustration you experienced regarding this matter.

Thank you for speaking with ******* ******** of our staff. As she confirmed, the remaining balance of $281.61 was transferred to ********* as you requested. If you have additional questions, Ms. ******** remains available to assist you.

We appreciate the opportunity to reply to you.

Sincerely,

**** ********

USAA means United Services Automobile Association and its affiliates. Accounts are introduced and brokerage services provided by USAA Financial Advisors, Inc. (FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPC. Clearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC.

Consumer Response: Complaint:********

I am rejecting this response because:Your service is horrible. Absolutely pathetic. A week ago it was transferred. Over 3 weeks late. There was 10 days prior to this swap that it could have been taken care of but of course it wasn't. Then even after this swap began you could transfer part of it but missed the other part. On a scale of 1-10 you're in the negatives the same as with all of your other services. 
Regards,

****** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Well my bank account go hacked into 3 weeks and the same problem just happened again today. The lack of custome service and help I received has been ridiculous. To keep freezing my account and making me late on paying bills and me having to call these businesses and explain to them why in having to my bill late is making me look bad as an individual. Usaa hasn't been helpful at all. It's honestly like they don't even care that I have bills due while my account is frozen. When the same problem just happened 3 weeks ago.

Desired Settlement: I would like for usaa to reimburse me for my bills that I'm having to pay late since they are a huge inconvenience and don't seem to understand.

Business Response: August 19, 2014

****** ***** ***** **** ******* ****** ****
Complaint ID #:********

Dear ****** *****:

I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB).

The FSB takes the security of our members’ financial information seriously, and we actively monitor accounts for potential threats. Our records show that on Saturday, June 28, 2014, our automated system alerted you to verify activity in your checking account ending in ****. Your debit card was canceled the same day; a replacement card was sent to you by FedEx on the next business day, Monday, June 30, 2014; and the card was activated on our Voice Response system on July 1, 2014. On July 30, 2014, your debit card triggered a fraud alert, and your card was restricted. You called on July 30 and confirmed fraud. Credits for three transactions were processed to your account on July 31, 2014, and a replacement debit card, issued via FedEx, was activated on August 2, 2014. The FSB must cancel an existing debit card to order a replacement, as we did in your case; however, your checking account funds were never frozen.

We regret any misunderstanding about the status of your account; however, we respectfully decline your request for compensation. Should you have further questions, ***** ******, of our staff, remains available to assist you, and she may be reached at ***** ******** ******* ********* ******

Thank you for allowing us to reply to you.

Sincerely,

**** *****

Business Response: August 19, 2014

****** ***** ***** **** ******* ****** ****
Complaint ID #:********

Dear ****** *****:

I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB).

The FSB takes the security of our members’ financial information seriously, and we actively monitor accounts for potential threats. Our records show that on Saturday, June 28, 2014, our automated system alerted you to verify activity in your checking account ending in ****. Your debit card was canceled the same day; a replacement card was sent to you by FedEx on the next business day, Monday, June 30, 2014; and the card was activated on our Voice Response system on July 1, 2014. On July 30, 2014, your debit card triggered a fraud alert, and your card was restricted. You called on July 30 and confirmed fraud. Credits for three transactions were processed to your account on July 31, 2014, and a replacement debit card, issued via FedEx, was activated on August 2, 2014. The FSB must cancel an existing debit card to order a replacement, as we did in your case; however, your checking account funds were never frozen.

We regret any misunderstanding about the status of your account; however, we respectfully decline your request for compensation. Should you have further questions, ***** ******, of our staff, remains available to assist you, and she may be reached at ***** ******** ******* ********* ******

Thank you for allowing us to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/26/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Unacceptable rollover delays. Please help correct now. USAA Brokerage services has unsatisfactorily handled my Roth rollover to TSP. This has caused unacceptable delays, which has caused a failure in the rollover to be completed. Please ask USAA to take immediate corrective action, and refund the brokerage charges. No later than 1500 MDT today I need USAA to fax the proper forms (TSP-60-R) to TSP, ###-###-#### and to myself ###-###-####, and to post the form in my documents on the USAA web site. USAA should also send the form via overnight service for arrival to TSP on Aug 18. I also expect USAA to refund the brokerage charges. Here is a timeline of the repeated mistakes made by USAA 1. During the week of 14 or 21 July I called USAA for instructions on how to conduct the rollover. The brokerage adviser stated I could send the form TSP-60-R with a letter of instruction and USAA would take it from there. I did as requested. 2. During the week of 28 July I received a voice message to please call USAA. Which I did on 30 Jul and was informed that I had to sell my positions which I did while I was on the phone with him. I was advised that the settlement day would be 4 Aug 14. This cause at least a two day delay, because I was not advised to sell my positions in my first phone call to USAA. 3. On 11 July I called TSP to check on the status of the rollover. TSP stated they didn't receive the forms from USAA. 4. On 13 Jul I called USAA to get the forms resent. I was told that the fax failed, and no one tried to re fax it. Additionally no one told me it failed. The fact that no one tried to resend it, mail it, nor contact me is an absolute failure by USAA. This continuing USAA failure is continuing the delay for rollover completion. 5. On 14 Jul I called USAA to say I hadn't received the fax and was told it would be two or three more days. I explained this was unacceptable due to USAA's extremely poor handling of the rollover and that it needed to be done now. It is needed now because TSP can only hold the check for a few days before sending it back. She stated that she had no way to expedite it, but would send an email to her colleague once it gets assigned. 6. On 14 Jul I sent a message through USAA web-site stating the above, but I received no response. Note I asked that the FAX be sent by 1600 yesterday 14 Aug, and to be FEDEXed to USAA for arrival on 15 Aug. 7. On 15 Jul at 8:00 AM MDT I called USAA on the status as I haven't yet received a fax. They said it will be completed today. 8. On 15 Jul around 8:45 AM MDT I called TSP to see if they received the form. They stated it has not yet been received. I appreciate all assistance you can provide to correct this. ***** ******** ###-###-####

Desired Settlement: Please ask USAA to: 1. Fax the TSP-60-R to TSP, ###-###-#### 2. FEDEX overnight the form to TSP. Address is I** * *** ********** ***** ** ********* ****** ******** ***** **** *********** ** ***** ** Fax a copy of the TSP-60-R to me at ###-###-#### 4. Post a copy of the form to my documents on the USAA web site 5. Refund brokerage charges

Business Response: August 25, 2014

***** ***** ***** ********* **** ******
Complaint ID #:********

Dear ***** ********:

This is in response to your submission involving your USAA Brokerage Roth IRA.
We strive to provide quality service to our entire membership. I understand that you spoke with **** ******, of our staff, and reached a satisfactory resolution regarding your inquiry.

Thank you for the opportunity to reply.

Sincerely,

**** *****

USAA means United Services Automobile Association and its affiliates. Accounts are introduced and brokerage services provided by USAA Financial Advisors, Inc. (FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPC. Clearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

***** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is a complaint about USAA and its poor customer service and sometimes military-unfriendly policies. In this latest instance, USAA refused to conduct an intra-bank transfer from myself to another one of its own members. I have been a member of USAA for over 20 years. In that time, I've seen the customer service and support steadily decline. It is difficult to fathom how USAA can advertise that it is a military-friendly bank when its practices sometimes make doing business with USAA more difficult than at regular banks. The issue in which I present today is yet another example of that. As background, I am a soldier currently deployed to Afghanistan. On or about 7/19/14, one of my colleagues (“transferee”) located in the U.S. asked if I could make him an emergency loan. The money was to assist him with an unanticipated expense associated with closing on his home in Louisiana on Wednesday (7/23/14). Of note, the transferee is also a USAA member. Accordingly, on 7/19/14 (Saturday), I e-mailed USAA with a very clear, simple, and unconditional request to transfer funds from my account to the transferee’s USAA account. I provided all of the information that was needed to execute this transaction. It is important to understand that the reason I requested this transaction via e-mail was due to the extreme difficulty in calling from Afghanistan (poor phone connection, delayed sound transmission, inability to use touch tone options, as well as the time difference). That same day, bank representative ******* ****** responded in part, “We are unable to process transfer requests on your behalf, but you can transfer funds between your USAA accounts online. It is quick and convenient.” The bank’s response completely missed the point. I had requested to transfer funds from my account to another member’s account—not between my own accounts. As such, that same day (7/19/14), I sent USAA a response message. I expressed my disappointment that USAA was unable or unwilling to transfer my funds despite my explicit, uncontroverted request. Further, I speculated that the reason for this was either an employee error or a USAA policy designed for the bank’s convenience—not the military customer’s needs. Importantly, I asked Mr. ****** to please forward my e-mail to a member of management. Two days later (7/21/14), USAA employee *** ****** responded. He did not identify himself as a manager, nor did his signature block indicate that he was a member of management. He explained that USAA did “not conduct requests for monetary transactions made via e-mail message.” Significantly, he did not cite to any state or federal law that would prevent USAA from conducting such transfers. This would strongly suggest that the true reason USAA refused the transaction was due to an internal policy designed for the bank’s benefit (without regard to the military customer’s needs). Mr. ****** continued his response by describing USAA’s alternative method for conducting the transaction, which was to go through the bank-required process of adding the transferee’s account to my USAA accounts list. Although USAA employee Mr. ****** described the process as “quick and convenient,” that is absolutely not the case. Indeed, Mr. ****** clarified that “the process [of adding another account] normally takes up to three business days.” Mr. ****** further explained that the process takes this long in order to verify the account. However, in the year 2014, it shouldn’t take any bank that long to verify accounts between two of its own customers. Yet he defended the three day hold period as a common practice in the financial industry that USAA has “adopted…as an added measure of protection for you.” This position completely ignores the fact that the transferee’s account is also with USAA which the bank had presumably already verified. Hence, why would USAA need to protect me from itself? Looking back, had I been able to make a phone call from Afghanistan, I could have executed the transaction in about a day with a more customer-friendly bank. Certainly, when I was still in the U.S., I was routinely able to call ***** ***** to request a wire transfer that could usually be completed in 24-48 hours—and without the need to add a transferee account. Thus, USAA’s instruction for me to add a new account under the pretense that it was the only way for the bank to conduct the transaction probably wasn’t accurate. Rather, the more likely explanation for the bank’s unnecessary policy was to serve USAA’s interests—not the military customer’s needs. In the end, as a result of USAA’s policy, I won’t be able to wire the funds to my colleague in time for the closing on his home. Yet what I find even more troubling about this experience was USAA’s numerous disingenuous statements about how this policy was fast, convenient, for my protection, and that adding the transferee to my account list was the only way to conduct the transaction. In truth, USAA’s reasons for denying the transfer—and the non-credible statements its employees made thereafter—tend to reinforce that the bank’s focus is to serve the USAA’s interests first and the military customer’s needs second.

Desired Settlement: Unfortunately, USAA’s anti-customer policies, disingenuous statements, and poor service are becoming the norm in my experience with the bank. In remedy, I wish more than anything else that the bank will begin to come to grips with its customer-alienating practices and commit to providing better service. Until then, complaints like this one to the BBB are the only way to communicate to USAA’s executives and potential customers that the bank has lost its focus on the military members it claims to serve.

Business Response: August 11, 2014

***** ******** ** ******** ***
Complaint ID #:********

Dear************:

I am responding to your submission regarding your funds transfer request with the USAA Federal Savings Bank (FSB). Please know that we want to make doing business with USAA easier, not harder, for our members, and I apologize for any frustration this matter caused you.

Safeguarding the security of our members’ assets and personal information is critical to our business. As stated in the Depository Agreement and Disclosers (DAD), if a payment order is not confirmed or approved in the manner the FSB requires, the FSB may refuse to execute the payment order. The FSB does not accept requests for monetary transactions via email due to the inability to complete identity verification. In addition, it may take up to three days to validate an account that you add to your profile for funds transfers. This period is necessary for our fraud detection process to validate the account and rule out any fraudulent activity.

******** *****, of our FSB staff, sent you an email on July 28, 2014, confirming that you completed the USAA Power of Attorney form and designated Mr. **** ** *** as your attorney-in-fact, which allows him to complete bank transactions on your behalf. Ms. ***** remains available to assist you by email should you have any further questions.

***** *******, we appreciate your 25 years of loyalty to USAA. Thank you for allowing us to respond to you.

Sincerely,

Paul Rocha

Consumer Response: Complaint:********


Dear BBB:

Thank you for your assistance with this complaint against USAA.  I am rejecting this response and ask that the BBB list this complaint as UNRESOLVED.  Also, I ask that the BBB forward my rebuttal to USAA for a second opportunity to resolve this matter.  Indeed, USAA did not fully address my complaint.

USAA's response to the BBB only spoke to its rule of requiring a personal verification over the phone to conduct a wire transaction.  However, the company's response did not specifically address the issue of why it takes USAA up to three days to verify accounts between two of its own customers.  The company's position seems to be that it has adopted this verification process as an added measure of protection for members.  Yet this position completely ignores the fact that the transferee’s account is also with USAA which the bank had presumably already verified.  Hence, why would USAA need to protect me from itself?

In sum, USAA’s "account verification" reason for denying the transfer—and the non-credible statements its employees made thereafter—tend to reinforce that the bank’s focus is to serve the USAA’s interests first and the military customer’s needs second.

Regards,


***** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I want to file a complaint against USAA Loans and USAA Insurance. USAA loans seems to lose my car loan payments frequently. I have written and talked to them and asked for a copy of their record of my payments since October 1913. They have not replied but do not recognize a $300 payment on April 28 by my father through **** *** ** ** ****. I wrote the insurance department and asked for records of my payments and also for an interpretation of their billings since they have three amounts to pay on each bill. I have chosen to pay the smallest payment but my records and theirs do not seem to agree on their billing. The insurance department canceled my car insurance on four cars on May 10, 2014 and signed the cancellation notice on May 18. That means I was without insurance on four cars for 8 days before the notice was even signed let alone mailed. Thank you for your help.

Desired Settlement: I wrote the insurance department and asked for records of my payments and also for an interpretation of their billings since they have three amounts to pay on each bill. I have chosen to pay the smallest payment but my records and theirs do not seem to agree on their billing.

Business Response: June 30, 2014

***** ******** **** ** ********* **** ******
Complaint ID #:******** 

Dear ******** ********:

I am responding to your submission regarding the missing payments for your auto loan with the USAA Federal Savings Bank (FSB).

We regret the difficulty and frustration you experienced with your misapplied loan payments. We appreciate you speaking with ******* *****, of our FSB staff, about your concerns. I hope you found your conversation with Mr. ***** responsive to your concerns. As he indicated, to ensure timely processing, it is imperative that you indicate your account number when submitting payments. I was pleased to learn that the missing payments were applied to the loan and backdated to the original date of receipt. If you have additional questions, Mr. ***** remains available to assist you and may be reached at ***** ******** ******* ********* ****** 

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:

In regard to my complaint assigned number ******** against USAA FS Bank, I did receive a telephone call from ******* *****, But it while I was at work supervising my team of police officers which greatly inhibited my freedom to reply and put my at a disadvantage of not having my records to which to make reference. Mr. ***** promised to send a printed accounting of my accounts since some of what I heard was not making sense and gave me no way to check my records AGAINST THE BANKS. Since my payments went astray for some reason I cannot trust the bank to have the correct numbers. I HAVE NOT YET RECEIVED THAT PRINTED RECORD of either my auto payments or my insurance account. The bank seems to prefer verbal communication. That will not give me the opportunity to compare the banks figures to my figures and to make sure that all of my payments have been received and properly credited.

Monday, July 211 wrote the President of USS FS Bank, Missouri Attorney General,

FDIC, and the Better Business Bureau with this continuing complaint. I cannot recall such

shoddy customer service as I have received from this bank.



Regards,

**** * ********

Business Response: August 19, 2014


***** ******** **** ** ********* **** ******
Complaint ID #: ********

Dear Sergeant ********:

I am responding to your submission regarding your auto insurance and auto loan billing. Let me assure you that we want to make doing business with USAA as easy as possible for our members, and I am sorry that you had to contact us more than once about the documents you requested.

Thank you for discussing your concerns about your auto insurance billing with ****** *********-****, of our Member Advocate Team, who confirmed that an itemized statement was sent to you on June 9, 2014. As you requested, she mailed another copy of your auto insurance billing statement to your address of record on July 29, 2014. Ms. *********-**** remains available should you have further questions, and she may be reached at ***** ******** ******* ********* ******

Similarly, our records indicate that a copy of your auto loan payment history was mailed to you on July 24, 2014, and on July 31, 2014, ******** *******, of our Bank staff, sent another copy of the loan history to you via FedEx, as agreed. If you have additional questions about the loan activity, please contact Ms. ******* at Extension*****.

Thank you for allowing us another opportunity to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had an account with USAA that got over drawn and it got to the point that I had to close it or it was closed and sent to collections. In April of 2013 I paid the account out and cleared up the balance due. I was told by USAA that I could open up another account since I had satisfied the fees on the old account. This started about May or so of last year. I have tried about 8 to 10 times to open another account and each time I am told that they have to send up a message to the Early Warning LLC place and get them to remove the block. This has been going on for one year. I called The Early Warning place and they say it is USAA not them. USAA say it is this place. I asked USAA to handle this since they turned over my information to this company in the first place, they refuse. Also since I no longer have this debt, how is it legal for USAA or this place to degrade my name and credit this way. There was no legal disclaimer that I agreed to that give USAA this right to keep negative information on my file AFTER I met there demands and paid out this account. I am demanding my name be taken out of The Early Warning System Immediately.

Desired Settlement: I want to be able to open up a USAA checking account and I want the Early Warning System, LLC to provide me with proof that I am no longer in there system.

Business Response: August 25, 2014

Ms. ******** ******
Complaint ID #: ********

Dear Ms. ******:

I am responding to your submission regarding your former checking account.

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,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My complaint with USAA has to do with claim #********* and the adjuster handling the case - ****** ********. I was sent into PRETERM labor (and a high risk pregnancy) following an accident on March 6, 2014. I spent three days for treatments in the hospital and also was on modified bed rest for 2 and 1/2 months. First of all, USAA made ME do all the leg work. Second, they NEVER return your calls unless they need something themselves. Third, they were NOT honest about the claim and the percentage of fault they claimed for the accident (after all I was REAR ENDED and it was their insured's fault- not mine at all). The agent also tried to play games with me when they wanted to settle by calling me on a SUNDAY afternoon because he was "going on vacation" and needed to handle it right away (funny, how he ALWAYS seems to be out of the office too). I also sent a demand letter on June 25th via certified mail with NO RESPONSE. I finally called to follow up on 7/14/2014. This is by no means a reputable business and they acted in bad faith to handling this claim. I had been more than professional and fair with them and honestly the offer is LAUGHABLE. To top it off, the last representative I finally got ahold of said that now their insured is only responsible for 50% of the accident - how can that be... and I would need to follow up now with the other part involved for the pain and suffering part (Yes, I'm sure this was recorded - his name was ****). Interesting.... I want an explanation for this and it was my error not to advise and hire an attorney from the get go- I will make sure anyone else I encounter that has an accident with USAA to consult an attorney or they will keep try to play games with you.. not to mention I have had to deal with this on my maternity leave since the NEVER RESPOND!!!!!

Desired Settlement: 1. to let other consumers know about how their treat others so they know to just hire an attorney if they are looking at the reviews. 2. To get a statement and explanation how this accident all the sudden changed from 100% liability to 50% liability overnight - is this even legal for them to tell me to then go after the other insurance company for any pain and suffering - they didn't think they were liable for that even though I was rear ended by their insured and after they already accepted 100% blame (AND ALL THE TIME/EFFORT IT TAKES TO TRY AND SETTLE SOMETHING WITH THIS COMPANY). I will not sign a settlement offer until I understand why and how this happened. 3. An apology for the way they handled this claim - SO UNPROFESSIONAL

Business Response: August 18, 2014

Ms. ***** ******
Complaint ID #:******** 

Dear Ms. ******:

I am responding to your submission regarding your March 6, 2014, automobile insurance claim.

We strive to provide quality service and fair claims handling, and I apologize for the frustration you experienced when attempting to speak with our Claims staff. I assure you that your situation was shared with the appropriate area to ensure others do not have a similar experience. Thank you for speaking with ******* *****, of our Claims staff, about your concerns. I understand a settlement was agreed upon, and we issued payments to you for your injury claim and general damages. Should you have additional questions, Mr. ***** remains available to assist you.

Thank you for allowing us to review this matter and to respond.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: USAA has continually held funds and charged fees on what is later acknowledged as their errors. However, they refuse to release funds and/or refund charges upon recognition of this. 1. I was charged a "research fee" of $100 for a debit request but was never notified or questioned. I was then charged another $100 "research fee" because they'd come across the same debit request with the same reference number, 3 months later. After approximately an hour on the phone and 4 department transfers, I was told that it was the same request but the legal department had been back logged and somehow not file it correctly. Even after noticing it was their error, I was still refused a refund of the second fee. 2. Just a month later, I transferred $500 to another USAA member. Apparenty, my checking account was $1.00 short but I have a few thousand in my savings account and have overdraft protection. USAA transferred the $500, rescinded it, didn't overdraft from my savings, charged me an nsf fee, and froze my accounts for 12 days. When I called to inquire what's going on, I was told that there was an error and overdraft protection wasn't applied. Upon recognition of this, the fees weren't reversed and account un-frozen. Instead, I was told that when my direct deposit (of a few thousand) is applied in 3 days, I'll have access to that but still not to the frozen money, that is indeed in my account. The other USAA member still doesn't get the money either. USAA is just holding it and I'll have to call after 12 days have to passed to have it released. I don't have a lot of money but my account has never been negative. I've never taken money or paid money that wasn't more than covered in my account. This, however, is the treatment I've been receiving. I understand that errors, human and technological, or glitches happen but when it's brought to their attention they should correct it. Not continue to charge and hold their customers' hard earned money because they can. It's unethical

Desired Settlement: I certainly desire my money back. I also desire better business practices on USAA's part. Thank you

Business Response: August 21, 2014

Ms. ******* ******* ******
Complaint ID #:********

Dear Ms. ******:

I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).

In February 2014, the FSB received a tax levy from the State of California Franchise Tax Board. In April 2014, we processed the levy, and as outlined in the USAA FSB Depository Agreement and Disclosures, a $100.00 processing fee was assessed. In April 2014, the FSB received a second tax levy with a different processing number and amount, and a new $100.00 fee was assessed to process this request. Thank you for speaking with ******** *****, of our Member Advocacy Team, regarding your concerns about this matter. We apologize for the delay in the handling the levy requests, and as a courtesy, Ms. ***** refunded one of the processing fees. Your experience was also shared with the appropriate areas as we are continually seeks ways to improve the way we do business.

In regard to the $500.00 transfer, our review determined the transfer was submitted by another FSB accountholder to your account. Unfortunately, we are unable to provide details regarding another accountholder’s information. Additionally, we found no indication that your account was frozen for 12 days or that any nonsufficient funds fees were assessed. Should you have further questions, Ms. ***** remains available to assist you.

Thank you for allowing us to reply to you.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am retired military officer and have been insured by USAA for over 25 years. USAA is a mutual insurance company for military officers and non-commissioned offers in which the members of USAA own the company. Recently we refinanced our primary home and we were in the process of providing our policy information to the new mortgage bank when we realized we were being charged a very high premium. We contacted USAA about the cost of our insurance and they said it was based on a very high home value. When reviewed the home value versus the recent bank appraisal for the refinanced mortgage, USAA had 50% higher value for our home then our home and property combined. I asked my wife to get a competitive quote from ******* Insurance that insures our rental properties, which USAA wont insure. The ******* Insurance agent noticed that USAA cancelled our $2 million umbrella policy on July 10 and wanted to know why it was cancelled. We told him that we had know idea it was cancelled. The ******* Insurance agent said it was normal insurance industry protocol to call clients about coverage cancellation so they can prepare for the change. He said is was very odd behavior and bad customer service. We agree... We called USAA to find out why they cancelled our umbrella policy. *** ******** said they sent a mailed written notice a few weeks prior, which we didn't receive, but they didn't call us to inform us of the cancellation of our umbrella policy. We asked them why they didn't call and they said that wasn't their policy. We asked them what happens when you cancel someone's policy via mail and they aren't home to receive the cancellation notice? She had no meaningful response. We asked them why the cancelled our umbrella policy and she said it was because we have a short term rental property. We asked them how they knew we had a short term rental property and the Ms. ******** didn't know. We asked them why are cancelling our umbrella policy because we have short term vacation rental home. Ms. ******** said they were concerned that the liability would transfer from our vacation rental property to our primary residences umbrella policy. We told them that the vacation rental property along with long term rental property was in a property management company under a limited liability Corporation with its own separate insurance policy. Ms. ******** said that didn't matter and our policy was cancelled. I asked to speak with her supervisor, **** ******, she put me on hold for a long period of time and then told me he was in a meeting and would call me later. I have not heard back from Mr. ******. Apparently if you own a small vacation rental business you cannot get umbrella insurance on your primary home through USAA even though vacation rental property is under a registered limited liability Corporation with it's own insurance. Basically any service member who owns a vacation home and rents it out is no longer entitled to have and umbrella policy on their primary home with USAA. How many service members have permanent change of station (PCS) and hire management company to rent their home short term? After searching online for USAA cancellations it turns out that USAA has long track record of discriminating against members that are small business owners.

Desired Settlement: We would like USAA to fully disclose to all of its members what private and public information they are collecting on it's members. We would like USAA to disclose to all of their members how they are collecting public and private information on it's members. We would like USAA to disclose to of their members specifically how the information is used to decision insurance cancellations. We would like USAA to publicly disclose to its members that they discriminate against members who are small business owners. I would also like the better business bureau help us file complaint with the proper insurance regulatory authority. I would also like help on the best way to file a complaint with Small Business Administration (SBA) on USAA's discrimination of small business owners.

Business Response: August 15, 2014

********** ******* ******* ****** ******* *** ******
Complaint ID #:******** 

Dear ******* ******:

I am responding to your submission regarding your umbrella policy and appreciate the opportunity to review your concerns.

USAA works very hard to balance our commitment to individual members with our obligation to the association as a whole. Because our insurance pricing is structured based on the average risk of future loss, when we identify a risk outside of the average, it is necessary for us to take appropriate underwriting action. However, we realize there are certain situations that require further consideration, as in your case. I am pleased that we can continue coverage for your umbrella policy, and I appreciate you discussing your experience with ****** **** of our Underwriting staff. I apologize for the frustration this situation has caused you.

In regard to your questions about disclosing our information practices, USAA follows all state guidelines for collecting, disclosing, and using information for underwriting purposes. Accordingly, a form entitled “Notice of Information Practices” is provided to all ********* policyholders as an enclosure to their insurance packets. Should you have any additional questions regarding this matter, Ms. **** can be reached at ***** ******** ******* ********* ******

Thank you for allowing us to reply to you.

Sincerely,

**** ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on September 5, 2013, I was side swiped by Mr. ***** *****. He carries USAA Auto Insurance. I immediately called the ******** **** Police Dept. Mr. ***** ***** did not stop. He sped away and had to stop at the next red light where I was able to get out and ask him to pull over because he side swiped my car. He did. I showed him the damage and he said, "I don't see any witnesses. You scare me". He got in his car and started the engine I asked him to wait for the Police Dept. but he left. He was clearly intoxicated. The PPPD showed up and I gave the Officer the tag number showed the scratches with his silver paint on my mirror and side door. I was advised by the Police Dept that Mr. ***** has USAA Insurance. That information was NOT offered by Mr. ***** *****. This has been going on since Sept 5 2013. USAA representatives, ******* ******* *** ****** ***** ****** *** ***** *** **** ******* *** *** ***** all state they are not paying because Mr. ***** said he didn't do it. IF he didn't do it why did he leave? IF he didn't do it, and was feeling threatened by me, why didn't he lock himself in the car and move to another area of the parking lot? IF he didn't do it, why did he speed off after he hit me? I have also filed a complaint with the Attorney Generals Office and will continue to Tweet the poor and inexcusable behavior by USAA. I am a Service Connected Disabled Veteran. USAA claims they help Veterans. Well they don't and I would like this resolved. Thank you, Regards, **** ******

Desired Settlement: I would like the 207.60 for damages to my car ASAP.

Business Response: August 21, 2014

Ms. **** ***** ******
Complaint ID #: ********

Dear Ms. ******:

I am responding to your submission regarding the September 5, 2013, automobile claim.

We regret any frustration this situation caused you, and we appreciate you speaking with ******* **** of our Claims staff. As Mr. **** explained, after further review, a $207.60 payment was issued to you for the damages to your vehicle.

Thank you for your service to our country and for allowing us to reply to you.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi, On June 6 , 2014 I log into my USAA credit card account to take advantage of an offer via the USAA MemberShop portal. USAA was offering 4% cashback spent on ******** ******* Gift Cards. I clicked the MemberShop tab that took me to the MemberShop website and went about ordering $5,000 in ******** ******* Gift Cards. In return I was suppose to receive 4% cashback within 45 days. It's been more than 45 days and USAA has not awarded the cashback.

Desired Settlement: I would like to receive the 4% cashback that I earned by purchasing $5000 in ******** ******* Gift Cards on June 6, 2014.

Business Response: August 21, 2014

Mr. ******** ******
Complaint ID #:********

Dear Mr. ******:

I am responding to your submission regarding your USAA MemberShop purchase.

We regret any frustration this situation caused you, and we appreciate you speaking with **** *******, of our staff, about your concerns. I understand that your USAA MemberShop Reward is being processed and that you were notified on August 5, 2014, that the reward should post to your account within a few weeks. If you have any questions, Ms. ******* remains available to assist you and can be reached at ***** ******** ******* ********* ******

Thank you for allowing us to reply to you.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a claim with USAA property. A tempurpedic mattress I had got mold on it in storage. They didn't honor the claim, because the water didn't get in the crate within the policy guidelines. I don't know how the water got in there, and I doubt anyone else does either. It was in storage for 18 months. I'm pretty sure that no one was monitoring my crate daily. It is a storage facility. They probably don't even know if they have leaks in their roofs or whatever. The only reason I got the renter's ins was because they said my stuff in storage would be covered. It's just ridiculous. So now I'm out $3000 for a new mattress, because I can't determine the source of the leak. It's just unacceptable. I've been with them for 15 years, and this is the type of service I get.

Desired Settlement: Honor the claim

Business Response: August 14, 2014

******* ****** *********** ***
Complaint ID #:********

Dear ******* **********:

I am responding to your submission regarding your July 21, 2014, renters 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. Thank you for speaking with ****** *****, of our Claims staff, who discussed your claim and explained that another review was completed, and unfortunately, there was no new information to warrant a change in our coverage decision. I understand a letter from our Claims staff was mailed to you on August 12, 2014, outlining the reasons for the decision.

While we realize this is not the outcome you were expecting, we appreciate the opportunity to look into this matter and to reply to you.

Sincerely,

**** ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer with USAA for at least 10 years. Now that I am divorced and having financial struggles, USAA has not been there for me. I have informed them about my financial struggles, and requested a extension on my Loan and Credit Card payment .... they denied me.....Then a couple days later, for over a month ago, I started receiving this message when I tried to log on. "According to our records, you have unresolved charges with us. To obtain limited access to existing accounts you may log on by clicking proceed below. In order to resolve your charges and gain access to usaa.com, please call toll-free ###-###-####." This is my checking account, IRA, Auto Insurance, and Credit Check Monitoring(which I did pay $5.50 a month for). The accounts I owe money on is the reason for USAA to deny access to any of these other important accounts, which should not have any connection. This is an online bank. Since my last complaint, they still have not resolved in allowing me to have full access to my checking account. There were other accounts involved that I didn't mention before.

Desired Settlement: There are several requests: Stop contacting me Allow me to have full access to the USAA website when I do log on IRA - Roth IRA: Cut me a check for the amount of my IRA ($3,741.24) Which will close out the account Auto Insurance Have full access to my auto insurance until November 15, 2014 Continue to have full coverage of my insurance until Nov. 2014 Loan and Credit Card accounts Balance them out as if I did not have account with them without sending them to the credit bureau. If I don’t have access to my accounts, how is USAA able to do what they say what they do “— because we're dedicated to helping you achieve your financial goals”. How true is this.

Business Response: August 12, 2014

Ms. ****** *****
Complaint ID #: ********

Dear Ms. *****:

This is in response to your submission involving the USAA Brokerage Self-Directed Roth IRA registered to you with the USAA Federal Savings Bank as custodian.

I understand that you spoke with **** **********, of our staff, and reached a satisfactory resolution. I also understand that the other issues you raised have been addressed.

Thank you for allowing us to reply to you.

Sincerely,

**** *****

USAA means United Services Automobile Association and its affiliates. Accounts are introduced and brokerage services provided by USAA Financial Advisors, Inc. (FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPC. Clearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: **** ***** (USAA's UIM claims rep) led me to believe that my settlement deadline was 3 years from the date of the accident when it was actually 6 years. **** *********'s (**** *****' manager)and **** *****' response to my request for urgent replies from them were disregarded. Since **** ***** lead me to believe that I had to settle by December 19, 2012 or completely lose my chance for a settlement, I was surprised by the treatment I received from **** ********* and **** ***** representing USAA and prolonging any responses to me so that I would not have time to reply to offers before the understood deadline of December 19, 2012. In my letter dated December 6, 2012, I requested to **** *********, “... it is imperative that you overnight your correspondence to me using United States Postal Service Overnight mail since it took you 8 days from the time USAA received my letter and the November 28th date of your letter simply to tell me that there were enclosures missing.” In my letter dated December 16, 2012, I faxed the following to **** *********, “RE: Settlement deadline is this Wednesday, December 19, 2012; Following is the letter I sent overnight mail to you which USAA received on 12/7/2012 and was signed by ** *********. I have not received a reply from you. Since this Wednesday, December 19th is the settlement deadline, I request that you fax your reply to my attention at the fax number ***-***-**** for quickest response.” My letter dated December 18, 2012 (morning) stated, “This letter is in response to your correspondence dated December 11, 2012, but not received by me until December 17, 2012 and then only because I asked you to fax your letter to me. I am deeply considering reporting to the insurance commissioner your prolonged response to me since the settlement deadline was in just a few days as it is apparent you did not want to give me time to reply...” My letter dated December 18, 2012 (night) that I faxed to **** ********* stated, “This letter is in response to your prolonged response to me since the settlement deadline was in just a few days as it is apparent you did not want to give me time to reply. Even though I mentioned twice in my letter to you dated 12/6/2012, which was received by USAA on 12/7/2012 and signed for by ** *********, for you to overnight your response to me, you proceeded to use regular mail which I just received on 12/18/2012 even though your letter was dated 12/11/2012. Only because I faxed you on 12/16/2012 that I had not heard from you, did I discover your extremely low return offer. I faxed you a reply on 12/18/2012 at 8:16a.m. And did not hear back from you all day. I finally called and left a voice message for you just after 4:30 p.m. that evening. I did not have the courtesy of a return call from you, but from **** ***** who in the past had not been responding promptly to my correspondence; hence, I requested to work with you for the duration of the settlement.... Since you and Mr. ***** have exhibited unprofessional, discourteous, and downright dishonest qualities, and hindered my negotiations due to your purposeful delays, ....” I communicated to **** ********* and **** ***** REPEATEDLY about the December 19, 2012 deadline and NEITHER OF THEM EVER LET ME KNOW THAT IT WAS NOT A REQUIRED DEADLINE! AND, IN ADDITION, THEY CONTINUED TO PUT ME OFF WITH DELAYS IN RESPONDING TO ME! Hence, their actions and lack of communication were totally uncalled for and shows their lack of desire or ability to do their jobs to the standards of USAA. Surprisingly, I NEVER received the courtesy of ANY reply from **** *********.

Desired Settlement: USAA has told me that since I have already settled my claim with them, I can not receive any more compensation for how I was treated by **** ********* and *********. **** ********* and **** ***** DID NOT follow USAA's dedicated standards of honesty and integrity and they are NOT an asset to USAA and their jobs should be replaced with people who will uphold USAA's high standards. USAA has not told me how they have held these two accountable for their actions, but only that the situation has been resolved. The public needs to be aware of the type of service that **** ********* and **** ***** are capable of giving.

Business Response: August 4, 2014

Ms. **** ******
Complaint ID #:******** 

Dear Ms.******:

I am responding to your submission regarding your December 19, 2009, automobile claim.

Our records confirm that you filed an inquiry with the State of New Mexico Office of Superintendent of Insurance. We will respond to the State of New Mexico Office of Superintendent of Insurance accordingly.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint:********

I am rejecting this response because:

Regards,

**** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been with USAA for quite a few years through my parents . We always praised the company and recommended it to others because we have all been very happy until now. It seems the company started growing and as a result the service has not been the same. Our biggest disappointment was a motor home with full coverage was parked and stored on the ***** Air Force Base in *****, ********. As a result of Hurricane Sandy, the roof of the RV was lifted from strong winds and fortunately there was no damage inside. We contacted USAA immediately, because a roof replacement was necessary to ensure no additional damage was done by poor weather conditions. We did our best to immediately cover the motor home with tarps and duct tape to prevent any further damages. USAA then instructed us to have someone in the ***** area conduct an estimate for the damage. Once we selected someone USAA advised us that they were not able to use him or her because they would have to subcontract the work. USAA then instructed us to bring the motor home to ******** RV for an estimate, and so we did. After the estimate was given, it took 2-3 weeks for USAA to send an adjuster out to only be told our claim had been denied due to normal wear and tear. This has caused us many problems some of which should have been resolved with USAA. Money is still owed on this motor home so we cannot afford to repair the roof, and due to the lengthy amount of time it has taken us dealing with USAA and trying to find other solutions, the inside is now damaged. On top of all that we are still paying storage fees every month and the **** will not allow us to store our RV on base in this condition. The Storage facility where RV is presently stored has also asked that we repair or move it off their property. We presently have a serious dilemma do not know what to do. This is a horrible way to treat Military members especially after being value customers to USAA for years! We are completely disgusted with how our situation has been handled and now the horrible outcome we are faced with due to very poor service by USAA. this one experience has completely destroyed any past good experiences I’ve ever had. USAA really needs to take more pride in whom they are hiring and how this company is being represented. We feel that the adjuster should have been sent out immediately before estimates were requested and we should have received some compensation due to our policy being full coverage. We have documentation from ******** RV enclosed as well as documentation from the repair shop. I appreciate the opportunity to explain my terrible situation.

Business Response: August 1, 2014

Mr. ******* *******
Complaint ID #:******** 

Dear Mr. *******:

I am responding to your submission regarding your automobile claim for damage to your motor home.

Our records confirm that an inquiry was previously filed with the ******** Department of Insurance (DOI) regarding this same matter. We responded to the ******** DOI on October 1, 2013, and October 31, 2013. While we recognize that you continue to disagree, we feel confident that the correct decision has been made, and no new information has been presented that would warrant a change in our position.

Thank you for the opportunity to reply.

Sincerely,

**** *****

Consumer Response: Complaint:********

I am rejecting this response because:

Regards,

******* *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had NOTHING but issues with USAA over the past 3 years. But more recently regarding an auto claim i filed over 2 years ago due to an accident. They had totaled out my Jeep Cherokee and because of that they owed me money after the car was totaled out. They owed me an amount of roughly $550. For TWO years, no one in their claims department could tell me what i needed to do to get my money. And now finally they have agreed to pay out. I called last week and told them i wanted the check VIA postal delivery they even verified my address on file. I called them today, 7/28/14, for an update. They informed me that they "electronically transferred " the money to me. How? I have not had a checking account with them for over 2 years because of their horrible service. And they had not asked me for ANY banking instructions to apply this too. So my money was just floating around in their system, which no one could locate. So i finally agreed to have them overnight me the check. They told me to call back in a few hours to get the tracking number. When i called back, they informed me i will not be receiving it "overnight" because it takes at least 24 hours to process. AND THEN had the nerve to tell me i owe them $333 for property insurance that i had cancelled 2 years ago! I am sick and tired of fighting with them to get what they owe me, when i owe them nothing!

Desired Settlement: I would hope that USAA can work on their communication skills. Since no one i spoke with had AND idea what had happened between me and the last person i spoke with. I wish for them to issue me my check that they owe me. I also would greatly appreciate for them to stop telling me that i owe them money for something i cancelled 2 years ago right after my accident.

Business Response: August 15, 2014

Mr. **** *** ****
Complaint ID #:******** 

Dear Mr. ****:

I am responding to your submission regarding your automobile claim and the uncollected balance for your insurance policies. Please know that USAA operates in accordance with our core values of service, loyalty, honesty, and integrity.

Thank you for speaking with Josh Ramirez, of our Claims staff, who reviewed your service experience and the handling of your request for the $545.56 payment. I apologize for the frustration and inconvenience you experienced and assure you that coaching was provided to those involved to prevent other members from having a similar occurrence. Mr. Ramirez confirmed that you received the check and that you had no further concerns about your claim.

Regarding the $322.49 outstanding balance for your insurance policies, our records show that your policies were canceled in January 2013 because of nonpayment. The balance is a result of the coverage provided during the policy period until the cancellation date. I understand you spoke with **** *******, of our Member Advocate Team, who discussed the situation with you and confirmed there was no record of a request from you to cancel the policy. No new information was provided to warrant a change in the outstanding balance. Mr. ******* remains available to assist you should you have additional information for our consideration.

We appreciate the opportunity to review these matters and to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint:********

I am rejecting this response because: yes, I spoke with ****, however, when I called USAA they told me that they have notes in their system saying that I called them but not as to WHY. So now they have nothing to cover themselves for not canceling ALL of my insurance. They chose to only cancel my auto, and then go an cancel the rest in January ? I'm sorry but that is NOT acceptable. I canceled all of my USAA insurance on the same day. I refuse to pay them money for something that should have been cancelled when I as a customer, requested it.

Regards,

**** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ******* ******** ******* ******************* ** ********* *** ******** ******** ************** ****** ******** ** ********* ***** ****** ****** *** *** ** USAA Bank I would like to bring an incident to your attention that was gravely mishandled by your staff members resulting in money being taken out of my checking account along with a returned check fee. First, the representative was asked 3 times on July 11, 2014 after being given the account number if funds were available prior to going to a *** Store using the easy deposits system. Again the answer was yes and I proceeded to cash a check written to me for $700.00 not knowing it would turn into a nightmare.A $200.00 withdrawal was completed minutes after depositing the check into my checking account which made my day. The next day, July 12, 2014 groceries were purchased and a bill was paid using the same money. Further on July 14, 2014 truck parts were purchased leaving a positive balance for my checking account. Unfortunately, July 15, 2014 is when all hell broke loose and the $700.00 plus a returned check fee was put on my checking account. No communication or notification was received by USAA about this action giving me a negative balance. To my surprise after depositing a check for $103.00 on July 17, 2014 and checking my balance that evening I discovered something overwhelming.USAA representative explained that it was policy to take the money back because it was your money put in my account based on being a good customer. However, I should go find the writer of the check and get another one which was the wrong answer. Excellent customer means a suggestion is made to seek the responsible party and not tell a customer what they should do because it is disrespectful and adults are given suggestions/advice and children are told what to do.Being very ***et a request was made to speak with someone else in solving this issue and to my surprise the resolution center told me the same thing.

Desired Settlement: I would like for the $700.00 to be returned to my account along with the returned check fee, a letter of apology, the by-laws or governance laws changed, and to make the party responsible who committed fraud by writing a bad check with insufficient funds liable and responsible for all fees and monies incurred by the bad check and not me.

Business Response: August 5, 2014

Mr. ******* ******* *****
Complaint ID #:******** 

Dear Mr. *****:

I am responding to your submission regarding your checking account with the USAA Federal Savings Bank.

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,

***** ******

Consumer Response: Complaint: ********

I am rejecting this response because: their policy needs to be changed and if I was not a member of USAA and went to a branch to cash the check the person who wrote the check would be responsible and not me.

Regards,

******* *****

Business Response: August 14, 2014

Mr. ******* ******* *****
Complaint ID #: ********

Dear Mr. *****:

I am responding to your second submission regarding your checking account with the USAA Federal Savings Bank.

We responded to your complaint on August 5, 2014, and explained that we would reply to the inquiry you filed with the Consumer Financial Protection Bureau (CFPB). Our response was submitted to the CFPB on August 8, 2014. 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,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: September 2012, I filed a claim with my insurance company USAA again for the 4th time, about my primary home floors *** *** **** ***** ********** ***** ******** *****. USAA sent **** ***** ******** & ******** out to look at the house in October and November of 2012. The two contracting companies took pictures and sent them to USAA. I called and contacted USAA in December 2012, January 2013 and March 2013. Did not hear from them until April 2013 upon contacting them to see what was going to be done with my home. March 2013 USAA sent ***** Engineering Company Inc. to determine if the house was covered or not. The report was so vague from the engineering company. I contacted them, and they suggested I go back to USAA. I explained to USAA that the engineering is stating structural and homeowners failures. I explained upon purchasing the home with a crawl space ******* from **** ***** Builders who built the home instructed me on how to reduce moisture underneath the house by opening and closing the shatters during spring and winter; which I have done since September 2007. USAA representative ***** and ***** said they would get back in touch with about North Carolina policies on crawl spaces. Again, never received this information from USAA. During this time I have contacted ******* from **** ***** Builders who stated that our area crawl space must be open and closed. I explained to him what ***** Engineering Company said about the structure. I have been in contact with building inspectors as well city counsel on the structure problems. ****** County Inspector’s Office stated that I should contact my insurance company again. The softening of the house floors might be covered under my flood insurance. Following up with city personnel, **** ***** Builders and USAA, for the past 2 1/2 years I have been in a terrible dilemma. No one wants to take responsibility. I contacted USAA again March 2014 to see if my home would be covered by my Flood and Wind/Storm insurance. USAA replied that flood insurance was canceled since the area is no longer considered a flood zone. Requested to know when flood coverage expired. USAA stated last April 2013 coverage ended. Coverage should still be considered due to the claim was submitted before my flood coverage insurance was canceled. Coverage should still apply for the house. USAA agree with coverage and stated they will send someone out again. April 2014 USAA sent another contractor to my home Mr. *****. Mr. Carson ***** a flood adjuster arrived gave me a letter to sign from USAA. This document USAA sent with him demanded that I sign a notice saying I have waited two years to make a claim on my house. I told him that I would not sign the letter, because that is not true. I have made several attempts to correct them on this matter. Several companies come out and inspect the property on numerous times. I also showed Mr. ***** paperwork of the inspectors and engineer. Mr. ***** completed the inspection, and pictures underneath the house. Mr. ***** stated that the flood department would not cover the house because there was no flooding underneath the home. He also showed me that the doorways with water damage. Stating that due to structural design, wind/rain the water is getting into the house. I told home the first inspectors told me the same thing. That’s why I keep rugs around the doors to stop rain from coming in. Mr. ***** upon leaving the premises called his manager to tell him that I did not want to sign paperwork. Mr. ***** told his manager I showed him my letters confirming that I did make contact with USAA before they received the claim. Mr. ***** was instructed by his manager not to continue the inspection due to my unwillingness to sign the paperwork for USAA. USAA flood department contacted me the next day stating that they could not proceed unless I state that I was negligent in reporting this claim. I explained there was no negligence on my part at all. I have contacted USAA several times before concerning this claim. I have letters, phone numbers of the contractors, engineer, phone log, and representative names that I have spoke with at USAA. The flood adjustor from USAA stated that he would send me another letter stating I did make claims with other departments. Never received the letter from the flood adjustor. May 2014 contacted USAA about the letter and wanted to know what are the procedures from this point. Left messages on machines, and continue to call. Contacted USAA again concerning my primary home, ***** from USAA said that all my claimed was denied coverage do to the engineer and flood adjustor. I explained to ***** that Mr. ***** the flood adjustor’s pictures of my home validate that the wind/rain coverage can be applied. ***** stated that the ***** Engineering Company already denied the wind/rain coverage. I requested that they revisit this claim do to conflict between their adjustor. Then I requested pictures and notes from all the inspectors and engineer from the time my claim was started. ***** replied was he would get back in contact with me after he has done a thorough investigation on the situation. Since then I have left several messages for him with other representative and on his machine. It is now going on a month in a half. I made several different claims on this property. USAA had this claim from September 2012 through present. USAA dragging to conclude this claim, they are trying to hold out until the statues of limitations are up in the state of North Carolina. My house is rapidly deteriorating every time it rain. I have done all I know to due to save my home structure.

Desired Settlement: II am requesting that USAA make the proper repairs and move more rapidly to make decisions, as well as reimburse me on all monies spent. The structure is declining daily; need them to assist right away

Business Response: July 2, 2014

Ms. ********** ********
Complaint ID #:******** 

Dear Ms. ********:

I am responding to your submission regarding the September 5, 2012, property claim.

Our records confirm that you filed an inquiry with the North Carolina Department of Insurance (DOI). We responded to the North Carolina DOI on June 26, 2014.

Thank you for the opportunity to reply.

Sincerely,

**** *****

Consumer Response: Complaint:********

I am rejecting this response because:

Regards,

********** ********


USAA has not made any adjustments to my complaint, they just say they are working on it.  This is my third complaint to your business BBB, USAA has only written saying they will handle the issues, but has not has of 2010 through 2014.  I need someone to assist me with this matter.  I do not have employment to hire a lawyer, so please assist me.  Thank you for your assistance.

Business Response: August 7, 2014

Ms. ********** ********
Complaint ID #:********

Dear Ms. ********:

This is in response to your rebuttal submission regarding the September 5, 2012, property claim.

We completed another inspection of your property and determined that coverage would apply for a portion of the damage. Therefore, a payment was issued to you less the policy deductible.

Ms. ********, we regret any frustration this matter caused you, and we appreciate you allowing us another opportunity to look into your concerns.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a USSA member approximately 25 years. I have various checking, savings, vehicle loans, auto and home insurance accounts with this institution. I have paid insurance on my home for the past seven years. On May 21 there was a very bad hail storm which damaged our home and many others in the area. I had an adjustment done which showed 10,000 worth of damage. I was ready to pay my 5,000 deductible (1%value of home) but was told it was 10,000. Magically, the value of our home had increased from about $500,000 to 1 million per their records. I questioned how could my home be worth that much? There was an error done some years back which had false listings of luxury bathrooms with tile and garden tubs etc. I asked how this could be when no one had examined our home recently. USAA will not provide me with old policies or written correspondence on this matter. I asked for USAA to right this wrong but was met with opposition that it was my fault because I did not catch their error. I have asked for several options to correct their mistake. Why should I suffer because of USAAs lack of quality control measures? If USAA would have mistakenly placed $5,000 in my account they would require I give the money back. I would not be allowed to say it is their mistake thus their loss. I just want whats fair. I have asked that they allow me to pay the correct $5,000 deductible or refund me the years I have paid insurance for a 1 million dollar home that does not exist. I was told these are not options. Because my entire neighborhood was damaged I have noticed adjusters from other companies and USAA has given so many people in my area problems. I believe they are using unfair policies to constantly inflate home values to get extra money. If it wasnt for this catastrophe I would have never known I was being overcharged. As veterans, my husband and I chose USAA because they claim to be for military families. I didn't check every insurance document over the years. Neither have I checked every health bill, restaurant check, banking statement or telephone bill. It is impossible to do this and many companies aware of this have unfairly added gratuity and miscellaneous charges. I feel USAA has purposely done this! I can accept some blame for this but I thought I chose a company that had integrity. I don't want to do business with a company that I have to check every single figure and transaction. If this is an honest mistake then fix it. I think USAA is ripping off veterans! Havent we given our country enough? My home is in disarray and I am about $5000 short of repairing it. Please help me

Desired Settlement: I just want whats fair. I have asked that they allow me to pay the correct $5,000 deductible or refund me the years I have paid insurance for a 1 million dollar home that does not exist.

Business Response: August 6, 2014

Mrs. ********** ******* ***********
Complaint ID #:********

Dear Mrs. ****-******:

I am responding to your submission regarding your May 21, 2014, homeowners claim. I apologize for any frustration you experienced and appreciate the opportunity to review this matter.

After further review of your homeowners policy, we discovered that the square footage in a 2011 property inspection was incorrect, which resulted in an increase in the amount of dwelling coverage for your home. Therefore, an adjustment was made to your homeowners policy to reduce the dwelling coverage retroactively to August 3, 2011, which also reduced the amount of your deductible because it is based on a percentage of the dwelling coverage.

Thank you for speaking with *** *******, of our Underwriting staff, who explained that the lower deductible will apply to your homeowners claim and that you will receive a refund for the reduction in your dwelling coverage. If you have further questions, Ms. ******* remains available to assist you and may be reached at ***** ******** ******* ********* ******

Please know that USAA complies with regulatory guidelines and acts in accordance with our core values of service, honesty, integrity, and loyalty. Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I tried to buy a scooter in April this year from ******* ***** ** *** but they never sent it nor intended to. I never got a tracking number or phone call that they would send it. So I canceled the order and they tried to get a 180.00 fee for that, but it was not in the web site. I gave USAA all these complaints I found online from others re that company. USAA ignored them. I have fought over this till today, July, 19, 2014, when I get charged 2,500.00 and then some from the credit card company and I have no scooter, still. They charged for every thing I don't even have. USAA is stupid and incompetant. I want all of my money back and all of this on their file. Product_Or_Service: credit card Account_Number:********

Desired Settlement: DesiredSettlementID: Refund They charged for items I never got. Prove I have a scooter. I don't. Leave this on USAA's record as bad business.

Business Response: August 13, 2014


Ms. ***** *****
Complaint ID #: 10144138

Dear Ms. *****:

I am responding to your submission regarding your disputed transaction on your credit card with the USAA Federal Savings Bank (FSB).

A transaction for $2,527.00 posted to your account on April 4, 2014, from the *********** *****. After you initiated your dispute online on April 14, 2014, and provided supporting documentation, we posted a temporary credit of $2,527.00 to your account and sent a letter to you explaining our actions. The merchant subsequently posted an additional credit of $2,352.00 to your account and advised the FSB that all cancellations are subject to a nonnegotiable $175.00 cancellation fee per unit as outlined in their Order Cancellation Agreement. As a result, we removed the original credit of $2,527.00 we posted to your account.

On July 14, 2014, we posted a temporary credit of $175.00 and initiated another dispute to *********** *****. Thank you for speaking with **** *******, of our FSB staff, who discussed your experience and explained that we are continuing to dispute the $175.00 on your behalf. Should you have any further questions, Ms. ******* remains available to assist you.

Thank you for allowing us to respond to you.

Sincerely,

**** ********

Credit Cards are issued by USAA Savings Bank and are serviced by USAA Federal Savings Bank, both Member FDIC.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

***** *****


they did not lose anything by my cancellation.  they failed to keep their end up.  they never sent tracking.  they never built a scooter.  i had to buy elsewhere.  i paid more.  i am out of money, not them!  they have a bad reputation on the internet.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted USAA regarding my homeowners policy. After speaking to *****, she advised me that she would be able to lower my property insurance bill to $317.00. We made changes to my policy that helped save me money. When wrapping up the call we agreed that my new policy would be $317.00 for my renewal. My mortgage company advised me today that my insurance renewal will actually be $421. When calling back today, the representative did not see it reflected in the notes. I am asking to go back, listen to the phone call I had with ***** (the rep who made the changes to my policy) and give me my policy at the price that was agreed upon.

Desired Settlement: I am requesting that my renewal in August be adjusted to the promised rate by ***** for making the changes to my account. I respectfully request that you please listen to the phone call to ensure that I am provided what was offered and accepted by me.

Business Response: August 5, 2014

*** ******* ****
Complaint ID #:********

Dear Mr. ****:

I am responding to your submission regarding your homeowners insurance premium.

Please know that providing excellent member service is a top priority for USAA, and we regret any conflicting information you may have been provided. Thank you for speaking with ****** *****, of our staff, concerning the amount of your premium. I understand that a $114.53 credit will be applied to your account.

We appreciate the opportunity to reply.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Approximately a few months ago I noticed an unauthorized charge of$699.00 charged to my USAA Credit Card. As I have done in the past I went online and filed a dispute as this was not a charge I made or had any knowledge of. Weeks go by and I heard from the USAA credit fraud department in regards to my case. They wanted to me to verify my identity by faxing in a photo ID. At the same time they uploaded information that the merchant sent back trying to prove the charge was valid. After reviewing the information I noticed everything they sent was out of date. The address the hacker used was 4+ years old (I proved that by sending in a copy of my Army enlistment form which had the date of when I left the address and went to US army Basic training.) My last name was also old (I proved that by sending in my new birth certificate which was issued to me in 2008) The email address the hacker used was also old. The only information that was correct was my phone number which I have kept for almost a decade now. USAA declined my fraud claim and said that I made this charges which is completely not true. I have talked to a few CSR and it seems like I have hit a dead end.

Desired Settlement: For the unauthorized charge to be removed from my account.

Business Response: August 5, 2014

********** ****** ***** ******* ***
Complaint ID #:********

Dear *** ******:

I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank (FSB). I apologize for any frustration you experienced with your credit card charge dispute.

Our records show that a $699.00 charge from ****** ************ posted to your credit card account on May 11, 2014. Subsequently, you initiated a dispute, and the FSB issued a provisional credit for the disputed amount to your account. The merchant responded to the FSB providing documentation to substantiate the charge, and we sent you an email requesting a progressive letter maintaining that the charge was still unauthorized so we could return the charge back to the merchant. Unfortunately, the disputed charge was posted back to your account in error.

Thank you for speaking with *** ******* of our staff, who explained that after further review of the documentation, a permanent credit for $699.00 was posted to your account on July 22, 2014. Should you have further questions, Ms. ****** remains available to assist you and may be reached at ***** ******** ******* ********* ******

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When I called USAA to inquire about purchasing a car insurance policy, I was prudent enough to choose the type of coverage the representative said would help in a variety of instances. Most importantly, and what this complaint pertains to, is my purchase of "uninsured motorists" coverage. The USAA rep stated that it covered uninsured motorist and hit-and-run. The policy packet that was sent to me also stated that my coverage offered protections in the instance of hit-and-run and was defined as "an unidentifiable vehicle that hits your vehicle". The policy packet, as well as the representative that sold me the policy, negected to inform me of any policy provision or amendment that states that in **********, one would have to either get a name, a license plate number, or other verifiable way to contact the other driver. I was hit on July 4th and the car took off onto the freeway onramp, leaving me without any option of identifying the driver or car. I was not worried; I had read my insurance policy and what the USAA rep sold me should have covered the incident. Once I made the claim, the USAA claim rep informed me that even though my policy read stating I was covered and the rep that sold me the protection said I would be covered, they would not honor the policy I was sold because of a ********** Insurance Law that allowed insurance companies to not insure a hit-and-run without being able to identify the other vehicle (which is opposite as what my policy packet read). If I had known I wouldn't be covered, I would have purchased a different protection. USAA neglected to inform me during my inquiry about my insurance and they misrepresented the insurance protections while selling me the policy.

Desired Settlement: I would like that usaa honors the car insurance policy the rep sold me (for this situation only now that I know what I am and am not covered for), under the conditions of the policy packet they sent me, which clearly an concisely states that in the event of a hit-and-run bu an unidentifiable vehicle, I am allotted upwards to $3,500 to pay vehicle body shop for the cost of repair to my vehicle. I shouldn't have been sold a policy where the USAA rep and policy packet lack in adequate information that has caused me damages.

Business Response: August 4, 2014

Mr. ******* ***** *********
Complaint ID #:********

Dear Mr.*********:

I am responding to your submission regarding your automobile claim.

Our records confirm that you filed an inquiry with the California Department of Insurance (DOI).  We responded to the DOI and to you on July 23, 2014.  

Thank you for the opportunity to reply.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After closing on my home, I notified USAA that I paid for the appraisal twice. They have not contacted me or made any type of communication about my refund or if they intend to refund. It was so bad that even at close no one ever called about how much money I needed to bring. They need to improve customer communication and do not take money that does not belong to them.

Desired Settlement: Credit back the origainal charge of $350 plue tha additional $100 that was paid twice.

Business Response: August 4, 2014

****** ******** ***** ******* *** ******
Complaint ID #:********

Dear Sergeant ******:

I am responding to your submission regarding your appraisal fees and your mortgage loan application with the USAA Federal Savings Bank (FSB). We make every effort to ensure our loans are processed efficiently, and I apologize that we did not meet your service expectations.

Thank you for speaking with ****** ****** of our FSB staff, who indicated we would send a check in the amount of $450.00 on July 15, 2014, via FedEx. The FSB confirmed it was delivered the next day. Ms. ****** remains available to assist you should you have any further questions and can be reached at ***** ******** ******* ********* ******

We appreciate you allowing us to respond to you.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have purchased many airline tickets in the past using the Eagle Point reward plan on my USAA credit card without any issues. Today, when attempting to purchase business class tickets, I was informed that it would cost me 75,000 miles per ticket plus over $400 in cash. However, I was already online with United Airlines and the published fare was $1162 per ticket, well under the $2,000 limit for business class tickets. I believe that the 75,000 reward miles should have been sufficient to purchase these tickets. The representative could only tell me that this is what "the system" tells him it will cost. Perhaps "the system" needs to be revised.

Desired Settlement: I would like to purchase the tickets using the 75,000 reward miles only, since I can obtain the same tickets directly from United Airlines for $1,162 (well under the $2,000 limit).

Business Response: August 11, 2014

Dr. ****** ** ******
Complaint ID #:******** 

Dear Dr. ******:

I am responding to your submission regarding your experience redeeming your USAA Eagle Points.

I apologize for any frustration this situation has caused you. Because the airline companies control the prices provided on their websites as well as those that other companies, like USAA, can publish, the fares can and often do differ between sources. Thank you for discussing this matter with **** *******, of our staff, who confirmed the rate published on the airline’s website was exclusively available by booking directly through the airline.

As a courtesy, we submitted a request to redeem 120,000 reward points to apply a credit to your account for the two flights you purchased directly through the airline. Ms. ******* remains available should you have any further questions.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I completed a comprehensive spreadsheet of additional equipment on a race car to be considered for a total loss case estimate of a rare vintage BMW. 14 years of receipts, all of them. The time involved in doing took the better part of a day. I sent the records to USAA and the employee stated that she got them and could read them. My valuation came back so low I was certain they had missed this equipment. I called to find out the situation and you don't speak with the same person. Any department employee can pick up your phone call. The second individual said they had no record of the additional equipment. I informed them I had sent the data and am happy to send it again. So I did. This estimate needed to go to an outside group called CCC (I think). They returned with a formal valuation that was sent to me. This document, again, didn't include specifics of the equipment I had on the race car nor did it come close to the value of the car. When I called, the USAA employee said he had no record of my equipment. Not only that, he claimed that I was a USAA member?? and asked for a phone password?? He also had inaccurate information about my case stating that the car wasn't even a total loss?? I hope I am not exaggerating when I say that I have spent more that 25 hours preparing documents or on the phone with USAA. Not to mention waiting around for 4 days at my house for a tow job to happen??? I was so frustrated with the process and the service I accepted a payout that I bet a court would say was 10,000 less than what I should have been paid for such a special car. After dealing with this mess, they attempted to tow my totaled car back to me and couldn't complete that process in a timely way. (I filed a separate complain about that crazy situation - a week to get a car towed from 4 miles away to my house??)

Desired Settlement: I hope the BB considers looking into similar cases where others were tangled in a mess of "wait one minute while I read the notes on this" delay tactics and where "sorry sir, I don't see that in your file". Take responsibility for ensuring every customer is fairly treated by assigning a case manager who is "responsible" for the customer service. A go to person. I will never be compensated for my time and the headaches in dealing with USAA. And I still don't have my car! Unacceptable and unbelievable. The car was hit June 29 and it is July 19th and I still don't have my car!

Business Response: August 8, 2014

Mr. ******* *******
Complaint ID #: ******** * ********

Dear Mr. *******:

I am responding to your submissions regarding your June 29, 2014, automobile insurance claim, and we apologize for the frustration this matter has caused you.

Providing fair claims handling is a top priority for USAA, and we appreciate you discussing your concerns with ***** **** of our staff. Our investigation uncovered improvement opportunities, and coaching has been provided to prevent a recurrence. In addition, I understand that you are now in possession of your vehicle. If you have any questions, Mr. **** remains available to assist you.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.  Satisfactory in that they completed my request of providing a written apology and recognized areas of "opportunity" that led to "some coaching".



Regards,

******* *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My parents, both in their 80s, filed a claim against their USAA homeowner's insurance for damage that occurred to their basement when a large amount of rain overflowed the pool, causing it to burst open. The water from the pool flowed through the yard and entered the house through a sump pump drain, overwhelming it and causing it to stop running. There is a specific section in the homeowner's policy to deal with this exact scenario and the cleanup service professionals told us that they'd never experienced a case where this had not been covered. USAA Insurance denied the claim, stating that since the water flowed over the ground it was not covered by their insurance. Initial attempts to discuss the claim with USAA were met with a lack of patience and empathy as one of the managers, *** ******** (sp?), hung up on my mother. I was able to make slightly more progress but the claim is still unresolved.

Desired Settlement: USAA's motto is to serve those who serve. My family has a long history of military service including an Air Force Captain who was shot down over Laos during the Vietnam War and a Marine Sergeant who went down on the USS Indianapolis during WWII. My parents have been USAA members for over 60 years and have dedicated their lives to helping others in need. We feel that USAA should honor their commitment to us and back their motto by honoring the claim that my parent have filed.

Business Response: August 12, 2014

*** ****** ******* *****
Complaint ID #:******** 

Dear Mr. *****:

I am responding to your submission regarding the July 15, 2014, homeowners insurance claim reported by Mr. ****** *****.

We regret any frustration Mr. and Mrs. ***** experienced, and after we obtained additional information regarding the loss, payment was issued to them for the damage to their home. I understand **** ****, of our Claims staff, spoke with Mrs. ***** and discussed the situation and the payment. Should there be additional questions, Ms. **** can be reached at ***** ******** ******* ********* ******

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My car was hit by a car insured by USAA. The female driver gave me all the information from her insurance company, which is USAA. She also wrote a note with her own handwriting that she acknowledge that she hit my car, it is her fault and the damage caused is $250 which she or her insurance will pay. After waiting one week for her to pay as promised, I called USAA and filed a claim. I immediately received a confirmation email showing the claim number and date I filed it. Claim number is: *************** and the date is April 11 2014. I've been assured over the phone that the latest I will receive the reimbursement check will be within a month but no more than month. After that I tried numerous times to contact the USAA agent who was dealing with my claim. Unsuccessful!!!! Each time I was getting to her answering machine, leaving many massages without result. After that I called USAA general number for customers and been told that if USAA can not reach the driver who hit my car, they can not pay my claim. Even when I told them -I have a hand written and signed acknowledgement note from their customer who hit my car, USAA said they will not pay my claim!!!This is ridiculous! Why you pay for car insurance if they find all kind of excuses not to pay? They gave me a runaway and I am afraid their practices are the same with other customers. They just don't pay the claims and they don't follow any customers claims and complaints.

Desired Settlement: To be paid the requested $250 which is the cost to cover the damage.

Business Response: June 11, 2014

Ms. ****** *********
Complaint ID #: ********

Dear Ms. *********:

I am responding to your submission regarding the April 2, 2014, claim you filed for damage to your bike rack, and I apologize for any frustration you experienced as we strive to provide quality service and fair claims handling.

Thank you for discussing your concerns with ******** **** of our Claims staff. As she explained, we have diligently attempted to contact our insured on multiple occasions to confirm the details of the accident and to determine liability. We also sent a letter to our insured reminding her of her contractual obligation to cooperate with the claim investigation. We will continue our due diligence; however, if the insured does not respond, the claim could be denied for noncooperation. In addition, I understand that we have not yet received photos of the damage to your bike rack. If you have further questions regarding this matter, Ms. **** remains available to assist you.

I appreciate you giving us the opportunity to reply.

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:
I's been more that 2 months since I sent pictures of the damaged rack an a hand written and signed note from ***(who hit my car), confirming the damage, confirming the cost of the damage and confirming that she will pay, which she never did.
So you had long time ago all the evidence, pictures and written and signed acknowledgment from the default driver ***.
I sent you another set of same pictures and copy of the same handwritten acknowledgment 2 weeks ago. 
Don't say you don't have it! Don't say you can not confirm the damage and the situation, because you have the acknowledgment from ***.
This is ridiculous. The way you are avoiding paying damages to your customers is not acceptable. You are playing a game to avoid paying what i lawfully has to be paid. Is this your policy - not to pay to claimants?
I am very disappointed and request immediate payment. Otherwise I will be forced to use all kind of media to show other people how they can become not paid victims if they are hit by insured by your company motorist.

Regards,

****** *********

Business Response: July 3, 2014

Ms. ****** *********
Complaint ID #: ********

Dear Ms. *********:

This letter is in response to your June 13, 2014, rebuttal regarding the claim for damages to your bicycle rack. USAA properly handles all claims in accordance with the terms of the insurance contract, and we regret the frustration you have experienced.

I understand you spoke with **** *******, of our Claims staff, who asked that you ensure your photos and documents are attached to the email you send to us. Two days later, we received another email transmission from you that did not contain attachments. If you prefer, you may fax the documentation to Mr. ******* at ###-###-#### and include the claim and loss report numbers, which are available on our prior emails. On June 25, 2014, another member of our Claims staff was unable to reach you to schedule an appointment to photograph the damage to your bike rack. Please call us at the number below to arrange a drive-in inspection.

In the meantime, we will continue our efforts to reach our insured. If you have any further questions regarding this matter, please contact Mr. ******* at ***** *** **** ******* ********* ******

Thank you for allowing us to explain our position.

Sincerely,
**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:

Thank you for following up. You assumed that resolution has been reached, because I didn't respond sooner. We was on vacation trip that's why my respond was delayed. Other than that there has never been a resolution offered from USAA. They keep saying that they can not reach their customer, who hit my car and therefore they can not make a decision. Of course they can not reach her(their customer). She doesn't answer the phone at all. She may even changed the insurance company already. I sent USAA pictures from the damage and faxed a copy of a hand written and signed note from their customer. 

                                    Just a brief overview of the story, My car was hit by USAA customer ******** *****. She hand wrote to me at the time she hit my car, a note that acknowledges she did it and that she will pay me $250 in cash in 2 weeks. She never paid me.I was never able to reach her. She never answered her phone. Than I filed a claim with her insurance company USAA. They kept playing games and giving me a runaway every time I contact them. So far it's been close to 4 moths since I filed the claim.



Regards,

****** *********

Business Response: August 5, 2014

Ms. ****** *********
Complaint ID #:********

Dear Ms.*********:

I am responding to your July 16, 2014, submission regarding your April 2, 2014, auto claim.

Our records reflect that your documentation was successfully transmitted to us on July 10, 2014.  After receipt of the documents and confirmation of the damages, a check for $144.42 was sent to you on July 18, 2014.

Thank you for another opportunity to review your concerns.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I try to log on to my personal bank account, this is what it states: According to our records, you have unresolved charges with us. To obtain limited access to existing accounts you may log on by clicking proceed below. In order to resolve your charges and gain access to usaa.com, please call toll-free ###-###-####. Even though I have other accounts that unresolved charges, that should not be in relation to be able to log on and have full access to my own personal bank account.

Desired Settlement: I do not want anything else to do with USAA other than be provided with auto insurance. I want to be able to keep my auto insurance until 11/15/2014 and would still be able to continue business as an auto insurance customer, not any more. I want to be able to have full access to my auto insurance account without harassment.

Business Response: August 1, 2014

*** ****** ***** *****
Complaint ID #:******** 

Dear Ms. *****:

I am responding to your submission regarding your online account access.

Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB). We will respond to CFPB accordingly.

Thank you for the opportunity to reply.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: USAA refused to pay for my roof replacement after the 21 May 14 storm. Note that they paid for rood replacements on the two houses across the street. They sent out a series of retards to inspect the roof. I had three different people say the roof needed to be replaced, but, as one guy who has spent 27 years dealing with USAA told me, 'USAA never pays out on flat roofs and they'll find every excuse not to pay".

Desired Settlement: I want USAA to refund me the ~$11,000 I paid to replace my roof.

Business Response: August 1, 2014

********** ******* **** ******** **** ******
Complaint ID #:********

Dear ******* *******:

I am responding to your submission regarding your May 21, 2014, homeowners insurance claim.

Our records confirm that you filed an inquiry with the Colorado Division of Insurance (DOI). We responded to the Colorado DOI on July 22, 2014. While we understand you continue to disagree with the coverage decision, we are confident the appropriate decision has been made.

Thank you for the opportunity to reply.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was involved in three-car accident for which I was not at fault. All claims have been filed and processed. However, USAA is denying a portion of my rental car benefit. USAA claims they will only pay for 10/16 days and that I am responsible for the remaining days.

Desired Settlement: Full payment from USAA for the rental car I needed to use while my car was undergoing service. USAA states my car was drive-able during the time in which the auto body shop was getting new parts, however, none of the sensors, backup camera or blinkers worked properly on my car and therefore, I was uncomfortable driving the vehicle to DC everyday.

Business Response:

August 8, 2014

 

****** *********

Complaint ID #: ********

 

Dear Mrs. *********:

 

I am responding to your submission regarding your June 16, 2014, automobile insurance claim.

 

Another review of your claim was conducted, and we have issued a $204.70 check to you for the rental expenses.  Should you have further questions, Ms. *** ******, of our staff, remains available to assist you, and she can be reached at ***** ******** ******* ********* ******

 

Thank you for allowing us to review this matter and respond to you. 

 

Sincerely,

 

***** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Appreciate the service!

Regards,

****** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Claim No. ******** Claims Adjuster: ******* **** Complainant herein was involved in auto accident with USAA policy insured on March 29, 2014. Complainant proceeded to file a claim with USAA and provide a recorded statement to corroborate details of accident on March 29, 2014. USAA policy insured contacted USAA and provided a recorded statement that corroborates testimony by complainant as it regards the nature and details of said accident. USAA and its authorized representative(s), ******* ****, ******** (last name unknown) proceeded to contact and notify complainant on March 30, 2014 that USAA accepts full liability for accident and provide complainant with a USAA-authorized repair facility (with USAA claims adjuster on-site), and full use of a rental vehicle for use for an indeterminate duration from ********** ********** (note: complainant assumes that possession of rental vehicle lasts until all repairs have been completed). Complainant accepts USAA's choice for repair facility and proceeds to rent a vehicle from ********** ********** at location of USAA's choosing. Complainant is then contacted by repair facility, is provided estimates and told that repairs will require additional weeks due to unavailability of parts. Complainant assumes that repair facility has notified USAA with estimates, and continues to utilize rental vehicle unbeknownst to complainant that USAA has only authorized 4 days of rental use. Complainant is contacted by ********** ********** on July 10, 2014 asking to confirm if vehicle is still in complainant's possession, and that USAA notified ********** ********** representatives that reimbursement for rental use ended on June 14, 2014 for this claim. Complainant is not aware of contract duration, and is told that an additional $407 deposit will be charged to complainant's account, in addition to an initial $250 deposit upon pickup of rental. Complainant tells ********** ********** that he will notify USAA to reimburse Enterprise for charges owed in order to rescind all charges pending on complainant's account. Complainant is then contacted by repair facility on July 11, 2014 confirming that all repairs have been completed. Complainant proceeds to return rental vehicle to ********** ********** facility and has personal vehicle released to complainant by repair facility. Complainant then contacts USAA (authorized ajduster: ********) to notify about release of vehicle from repair facility and to reimburse ********** ********** for duration of rental usage. Authorized representative proceeds to notify complainant that the claim is incomplete and is pending investigation due to a dispute over estimates, unbeknownst to complainant and rental charges over the contracted duration may not be reimbursed depending on adjuster's findings. Complainant is bewildered that a USAA-authorized repair facility with internal adjuster on-site is disputing own estimates, and will not reimburse complainant for required rental car usage due to no fault of complainant and poor correspondence by USAA with internally-authorized repair facility.

Desired Settlement: Immediate and full reimbursement of all rental charges incurred in addition to damages.

Business Response: August 7, 2014

Mr. ****** ***********
Complaint ID #: ********

Dear Mr. ***********:

I am responding to your submission regarding your May 28, 2014, automobile claim.

We apologize for any frustration this situation caused you, and I understand payment was issued for the damages to your vehicle and for the use of a rental vehicle. Our records confirm that you filed an inquiry with the State of ********** Department of Insurance. We responded to the State of ********** DOI on August 1, 2014.

Thank you for the opportunity to reply.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ***********

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband was in an accident caused by another woman and USAA refused to fight for us. The woman was on her cellphone, REFUSED to go to the police department which was only 1/8 of a mile and my husband didn't have a cell phone to call anyone. After we were able to use a phone we notified the police. The road was a 4 lane road in which she was driving in the middle and hit my husband when he was pulling out but stopped short of coming into the road due to a car blocking his view so he was getting out to check around the car and he got hit. I took pictures of the size of the road. I have a statement from USAA stating "there are other veriables involved" regarding the other driver but she took ZERO FAULT?! it was a paint scratch accident and she tried to sue my insurance for $60k after her son was waving and smiling in the back seat like nothing happened. My husband is a medical professional who verified they were ok, seeing how he was at a stand still and the speed limit is 20mph she claimed she had a concussion trying to rip off my insurance 30 days later but had no hospital records. She had gotten out of the car after the accident and said she was sorry a million times, knowing she caused it.   USAA blamed us and let us take all of the fault knowing now we'd have to pay them much more. It's like a way to get rich.  They said it could have been a kid Instead of being professional and looking at everything. Without a police report or a witness it should have been easily a 50/50. Instead they let us take it all. Now raising our car insurance it almost $600 a month for a car accident we didn't cause. usaa TARGETS military and lies to say they're here to help. They're greedy and extremely rude. When I called back to get status on the accident, they told me not to call. It's my case and my wallet they're affecting and they don't care... easy dollar off of a junior military couple. A year after the accident, they readjust their numbers and realize they didn't charge us another for the accident so they raised our monthly bill $60. Disgusting company. Changing our insurance. And seeking legal counsel.

Desired Settlement: I want her charged with 50% fault and I want my money back from falsely charging my husband for an accident he didn't cause.

Business Response: July 29, 2014

***** ******* ***** ***** ******** *** ******
Complaint ID #:******** 

Dear ***** *************:

I am responding to your submission regarding your August 29, 2013, automobile claim and your automobile insurance premium. We strive to handle all claims fairly, and we regret any frustration you and your family have experienced.

We are responsible for analyzing each loss on its own merits. Thank you for speaking with ****** *******, of our Claims staff, about your concerns. As she explained, ***** ******* ***** ***** ******* was determined to be at-fault for the accident after a review of the information you and the other driver provided. All of us at USAA are committed to our core values of service, loyalty, honesty, and integrity, and we remain available to assist you with answering questions about your claim. Should you wish to discuss this matter, Ms. ******* remains available to assist you and can be reached at ***** ******** ******* ********* ******

USAA files a rating plan in each state to accommodate the risks presented by our membership. Under the plan in*************, an additional premium is applied for at-fault accidents based on the payment amount for the total damage to all property. At your December 2013 automobile policy renewal, an additional premium of $139.50 was included in your six-month premium based on the amount paid to that date under the August 29, 2014, loss. Subsequently, USAA completed additional payment for the other driver’s vehicle, and as a result, the additional premium included in your six-month premium increased to $185.50 at the June 2014 renewal.

Thank you for giving us the opportunity to review our actions and to respond to you. We hope the information we provided clarifies the reasons for the liability decision and the additional premium.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My brother passed away and I have asked USAA to pick up the vehicle for which they gave a car loan. The vehicle has been left on a private parking lot, not owned by the deceased, ******* *********. The vehicle cannot be sold becuase the value of the vehicle is far less than what is owed. I have contacted them repeatedly regarding the death of my brother and have told them to pick up their car. I have called, left messages, been left on hold and have sent certified mails to USAA, to which they have failed to respond. Today I contacted them again and they passed me around from one person to the next, like chickens without a head, they have no idea who handles this kind of problem. When the last person came on the phone, she insisted that I confirm my date of birth. As the executor, I have never given out my personal information, not am I required to. The nasty representative, *******, said that maybe I should call back when I am feeling better and transferred me to voice mail For them to require me to confirm something that I have never given them in order to access my dead brothers account is illegal. The only way they could even have a date of birth for me in their computer (whether it be right or wrong) is for them to access my credit report. This is also illegal.

Desired Settlement: I monies to be paid to the board for rental space being used by the vehicle abandoned by USAA. I expect a phone call immediately with written notification to follow as to when they are picking up the vehicle. I don't hear from them within 24 hours, USAA can also pay my legal fees if. Illegal search of my credit, as an executor is punishable by fine. Also they can pay me a fee for that. USAA, You are looking at legal action. Have someone competent get in touch with me immediately.

Business Response: July 28, 2014

Ms. ****** *********

Complaint ID #:********

Dear Ms. *********:

I am responding to your submission regarding the vehicle loan with USAA Federal Savings Bank (FSB), and I regret the frustration you have experienced.  

Thank you for speaking with ****** ********* and ******* *********, of our FSB staff, about the vehicle held in the estate of ******* *********.  The FSB did not pick up the vehicle because we did not plan to repossess it.  On July 16, 2014, the FSB sent the vehicle title release to you by FedEx, and we have confirmed it was delivered the following day.  I understand you advised Ms. ********* that no charge was assessed for storage of the vehicle. 

Our records indicate the FSB did not request a consumer report in your name from the consumer reporting agencies, and we disagree with your allegations of illegal activity.  You provided your name, address, and date of birth when we established your record on June 8, 2012, as a member of Mr. *********’s family. We take the security of our members’ information seriously, and it is our business practice to verify callers each time they contact USAA. Should you have further questions, Ms. ********* remains available to assist you, and she may be reached at ***** ******** ******* ********* ****** 

Thank you for allowing us to respond to you.  

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Recently USAA informed that they could no longer insure my home and that they would have to cancel, but the way the entire process was handled is somewhat suspect. My lender informed me to get my refund back from USAA, of which I did finally get. It came through a deposit to my checking account, but I was told originally a check would be issued, none the less it was returned. On or about July 3rd I called to inquire as to why my auto insurance was not paid (auto-pay). The representative informed me, once he found out the reason for the delay, he stated that in the process of returning my refund that the refund was miscalculated and those extra funds were applied to my auto policy payment and that I didn't owe for the month of July, but would resume normal billing for August. On July 13th I received an email alert about my insurance payment and that I was delinquent. and I would be billed for July and August on 8/1/2014. The questions are these: How am I delinquent on an auto pay account? Second, why was I not informed about some type of cancellation charge about the homeowners policy by the first representative? Why were any funds applied to my auto policy when I explicitly told the Homeowner representative that the auto policy was an auto-pay account? What does the 2 accounts have to do with each other; one is for auto the other was a homeowners policy? Why are these accounts co-mingled?

Desired Settlement: I followed all of your company procedures. I was misinformed from the beginning. My desired outcome is that USAA pay the auto policy payment for the month of July as the representative had informed me of. Secondly, your representatives need better training and listening skills when they are being asked questions, because if they don't understand the question, then how will I get better information to make a better informed decision.

Business Response: August 4, 2014

Mr. ******* ** *******
Complaint ID #:******** and******** 

Dear Mr. *******:

I am responding to your two submissions regarding your insurance billing. I apologize for the frustration this matter has caused you and for any conflicting information you may have received.

Thank you for taking the time to speak with our staff, who explained what transpired with your automatic payments and with your premium refund after the homeowners policy was canceled. I understand that we have now applied the $86.81 credit to your account, and your automatic payment plan was discontinued. In addition, there was no fee associated with the cancellation of your homeowners policy.

Please know that member service is a top priority for USAA, and we appreciate the opportunity to review your concerns.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

******* *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I started a Usaa account more then a month ago, starting with insurance, a day later i opened a bank account., The next day i opened the web site and tried to log in and was given the message "Due to past difficulties you are no longer allowed access to usaa". I called spoke with many representatives that assured me that i would get refunds to my insurance payment and bank deposits, i was given to some one in the fraud department and told we can not tell you the problem over the phone, we are sending a letter. That was a month or more ago, I am on the phone now and again told they messed up they are just now closing my bank account and sending me a check, and the insurance refund is still not sent, even though i was told it was being sent two weeks ago. When i asked about my letter as to where or my letter was that explained what the issue was i was told it was pending, as not sent. I was not told when it would be sent, even though was told i was getting this over a month ago. I am tired of calling usaa i am tired of being kept in the dark, tired of being lied to. Today i was told again my refunds are being processed and will be mailed. the same line i was given two weeks ago. For a company that keeps telling me they cant do business with me they are sure working hard to keep the money they say they do not want.

Desired Settlement: I just want to get my money back from this crooked bank , i would like to be told what happened that i can not bank with them. I am tired of being led in circles and being lied to.

Business Response: July 10, 2014

Mr. ***** ********* ******
Complaint ID #: ********

Dear Mr. ******:

I am responding to your submission regarding the restriction of your accounts, and I regret any conflicting information you might have received.

Thank you for speaking with ******** *****, of our staff, about our decision to discontinue doing business with you.  As she explained, your accounts are now closed, and checks for the balances of your accounts were mailed to you.  In addition, we are sending you another check for $26.32, which represents a courtesy refund for your check order fee.

We appreciate you allowing us to reply to you.  

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:
You told me that you won't do business with me and it's not fraud related, I was bit given a reason and that is disturbing, information that effects my credit worthiness is being with held from me. Do u have to reach out and make this more public via ******** ******** and other social media outlets? I just want a simple answer to my problem. Since I have been a customer for 17 years I do not feel that is an un reasonable request. 
Regards,

***** ******

Business Response: July 31, 2014

Mr. ***** ********* ******
Complaint ID #: ********

Dear Mr. ******:

I am responding to your second submission regarding the closure of your accounts with the USAA Federal Savings Bank (FSB).  

We responded to your complaint on July 10, 2014, and ******** *****, of our staff, explained that we are acting within our right to discontinue doing business with you.  As stated in the Depository Agreement and Disclosures, which is provided to account holders, the FSB may close your account at any time without advance notice.  Our decision is not based upon your creditworthiness.  While we recognize that you disagree with our actions, we feel confident that the correct decision has been made.  Ms. ***** would like to discuss this matter with you further, and she left you a message with her contact information.  Please contact Ms. ***** at your convenience.

We appreciate the opportunity to review your concerns again.

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

***** ******
That is fine but what ever reason you are rejecting could affect my credit worthiness. This could be used against me with another bank. So with holding this information from me could negatively affect my chances to own a home or other large purpose. The only reason I can see your company hiding behind such a policy would be something petty and meaningless. I'm guessing your don't care how your business will or is portrayed with BBB. I guess I'll just take my fight to all the public social media outlets at least that way customer's will be aware of your shady policy.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have been working with USAA as our homeowners insurance provider to get our siding repaired on our house due to hail damage. The contractor we are using noted that there is lead paint under the siding that would need to be dealt with by a lead certified worker and extra precautions etc would have to be taken to do the job. They sent an estimate to USAA along with all of the requested items to support it to include: a piece of our actual siding off our house and 2 estimates from other contractors in the area who are lead certified. When the supplemental check was sent May 8th, the new amount did not include the lead abatement. The contractor notified me of the issue and I started calling USAA at ********** to get this resolved. I was told repeatedly that it would be done in the next few days or 24 hours in many cases. I called 5/30 and was promised a resolution, same on 6/9, and so on. I have spent hours on the phone with USAA trying to figure out why it is not done. I started writing in the conversation area of our online account with them as well as continuing the phone calls. The health concern is that our child had elevated lead levels in her blood previously. We have been doing lead abatement in the home and were able to get her healthy. But finding out that the lead is deteriorating outside our house is a concern for her health. We do not feel confident she can play in her own yard at this point and have been awaiting the siding to be finished. Our contractor is growing frustrated because they have been waiting to start the work. USAA claims to have contacted the contractor to lower their price but our contractor has no record of this and we have no evidence that anything has been done to review or finish the claim.

Desired Settlement: We just want the insurance company to finish the review for lead abatement and to make a determination so we can get the work done. We are desperate to get them to stop telling us they are working on it and not seeing any results.

Business Response: July 23, 2014

Mrs* ***** *** *******
Complaint ID #:******** 

Dear Mrs. *******:

I am responding to your submission regarding your June 14, 2012, homeowners insurance claim.

Our employees are expected to handle matters in a timely manner, and I am sorry for any frustration you may have experienced. We appreciate you speaking with ****** *****, of our Claims staff, about your concerns. I understand that a supplemental payment for the lead abatement was issued on June 30, 2014. Should you have further questions, Mr. ***** remains available to assist you.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: USAA has not done their job for a service I pay for instead I have done their job...My car was totaled 5/9/2014 and the settlement amount for my car was not due to mistakes that they made. No credit given for items car had, appariser incorrectly assesed car, comp's on market value of car used were not fair, no credit for new transmission. Meantime my rental is now only covered for 1 week (service I pay extra for) which was 5/22/2014 I still didn't have any money to purchase a car at this time. I was given incorrect info numerous times: I asked for power of attorney 5/16 if signed and returned the funds electronic in bank. I provided transmission receipt 5/16 and comps compable to my vechile when the new settlement amount was provided I noticed it had same comps I asked if anyone had consider my comps I provided no they had not this was on 5/21 at that time they were submitted and a new offer was given on 5/22 as well as I had not received the power of attorey either so I contacted them again on 5/23 I followed up on the comps still hadn't been considered so they were submitted again. Got power of attorney late 5/24 (sat) and I submitted signed to Fedex 5/26 (holiday) USAA recieved it 5/28 7:14am EST at about 2:30pm PST nothing had happened when I called they said that it could take up to 3-5 business days to process and then another 3-5 days for electronic processing so she said but I can release partial to you so she did at that time but held 1000.00 back I then didn't receive any funds until 5/30. In the meantime I am paying for a rental and the content delays incorrect information is costing me more money . It should not take this long to pay out a insurance claim. The rental reservation was made by USAA and they gave them my info which they gave an incorrect contact # when they had my correct # which caused huge issues. On 6/2 ********** rep drove out to my home and left a note on my door stating You need to contact this number ASAP by end of day. I paniced and called and they stated they had left me numerous voice messages for the past 8 days with no return they had incorrect number and said USAA stopped all payment on 6/22 and the car needed to be returned. I told them that a pending complaint to get USAA to pay for more days due had been approved at the manager level for them dropping the ball on my claim but it had to be approved by the district manager which was approved by manager 5/29 and was suppose to get answer 5/30 but no one contacted me so ********** called them and I did as well no manager was there so the girl stated she would call ********** as well as expidite my situation so I would get answer by the next day. I was informed on 6/3 it was approved for 4 days well I got another nasty message from ******** on 6/3 telling me to contact them ASAP so when I talked to the guy he stated no one from USAA contacted them to tell them about the extension so he said for me to have them update the contact with the number of days they are giving me. I also paid 240.00 for some of the balance to make them feel better about the situation. I called USAA to complain once again that how come I am having to do their job I pay for a service and when an event arised I needed that service it hasn't been there at tall I have spent more time during my work hours resolving and explaining and find mistakes incorrect information, delays, more moeny out of my pocket all for a service they are suppose to provide and when they mess up they offer me 4 days for all the inconvience. It makes me sick to think this is how a company values their customer a loyal good drive customer for over 12 years with no accidents until now which I wasn't even the driver but it was my car. I work for an electric company and when we mess up not only do we fix it we give them more for the inconvience because its the right thing to do when someone's live is effect in a tremendous way. I want USAA to pay for my entire rental they haven't given me the serivce I pay for in fact I also pay more money for the rental service and then I have to pay for that too. I am so upset that I am going to contact my local news station to talk about this company and how they are the worst company I have ever dealt with and I used to think very highly of them no more. I am looking for new insurance and will pay more somonwhere else because I won't stay with a company who can't make things right when they clearly made all the mistakes shoot my company will make it right even when it's not our fault because in the end it will be worth it.

Business Response: June 26, 2014

Ms. ****** ******
Complaint ID #: ********

Dear Ms. ******:

I am responding to your submission regarding your May 9, 2014, automobile claim.

We appreciate you speaking with *** ******, of our Claims staff, about your concerns. As Ms. ****** explained, we have extended your rental vehicle until May 30, 2014, and your feedback regarding the staff at the rental agency was shared with their management team to prevent a future occurrence. I understand Ms. ****** was able to explain how the value of your vehicle was determined. Should you have further questions, Ms. ****** remains available to assist you, and she may be reached at ***** ******** ******* ********* ****** 

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:  not only after speaking with *** did I learn that the issue with the rental can still had not been dealt with.  I received a phone call from them regarding the extended days originally extended til 6/26 still had not been updated and that I was going to be sent to collections I was then forced to use my work time once again to resolve the issue which I tied contacting *** left a voice mail and never heard back.  I then got a USAA agent on the phone who I asked to get a ********** agent online to validate that the contract was indeed handled with the days it took over 30 minutes for me to get this resolved.  I then found out that another mistake was made and letters were sent to my home in regards to my recent loss and starting the claim as if it never happened.  I was then forced to call 2 more times to understand what occcurred to find out the title was sent to wrong address and the letters were only so that I wouldn't be responsible.  As you can see not only did things get worse but the fact that you want to prevent future occurrences well what about the one that continues to occur even after escalated to the office associated with the CEO maybe that is the problem lead by example.  I am appalled that you would consider this being taken care of when your company can't seem to handle the existing issue my faith in USAA has gone down the drain it's a shame after years of service.

Regards,

****** ******

Business Response: August 1, 2014

Ms. ****** ******
Complaint ID #:******** 

Dear Ms. ******:

I am responding to your follow-up submission regarding your May 9, 2014, automobile claim.

I apologize for the continued frustration this situation has caused you. We contacted ********** ********** ****** to ensure the issue with rental expenses was resolved. The total expenses for your rental vehicle totaled $1,068.76. USAA paid $660.00 under the Rental Reimbursement provision of your policy and you paid $233.57 for the Collision Damage Waiver expenses. The remaining balance of $175.19 was waived by ERAC as a gesture of goodwill in lieu of what occurred. I understand that***** *******, of our Claims staff, explained to you via email that the correspondence you received was a requirement of your claim. In addition, your lienholder was provided with instructions to mail the title to USAA; however, they mailed it to the incorrect location. If you have additional questions concerning your claim, *** ******, of our staff, remains available to assist you.

Thank you for allowing us to review your concerns.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

************

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 3 2014, I looked at my bank account and I was negative on my account by $3,511, then on June 4,2014 my checking account was in negative as well of $9403.46 so a total of $12914.46 so I called in and they told me the check i deposit was fraudulent. Which i didn't know. The customer service told me to do a police report and fax it to them which I did. I called in many times for an update and they haven't updated me till today june 24,2014. I spoke to customer service and the person i spoke with said it looks a bit weird on what they have decided. So i was transferred to the fraud department and they said there was no point of reading the police report and said i was liable for the $12914.46. Also they stated that i should work with the police station. on the police report it states it was theft by deception and i shouldn't be liable since this type of crime continues. The police officer told me to report it to better business bureau since USAA didn't read the report they requested and that these scams are to capture the person.

Desired Settlement: I would like USAA to read the police report and I shouldn't be liable for a scam that i didn't know of. Especially they promote secure banking and insurance and they say they care for their veteran customers.

Business Response: July 17, 2014

********** ****** **** *** ******
Complaint ID #:********

Dear ********** ***:

I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB).

On June 2, 2014, three cashier’s checks were electronically deposited to your checking and savings accounts. Subsequently, the majority of the funds in both accounts were depleted. On June 4 and 5, 2014, all three cashier’s checks were returned unpaid, which left your accounts with a negative balance. Between June 5 and June 30, 2014, we spoke with you several times regarding this matter. According to the Depository Agreement and Disclosures, which is provided to all new account holders at the inception of their accounts, if a cashed or deposited item is returned to the FSB at any time and for any reason, we may accept that return and charge the item back against your account. The FSB may overdraw your account if you do not have sufficient funds available and you agree to immediately repay an overdraft caused by a return of a cashed or deposited item.

I understand you spoke with ****** ******, of our staff, who apologized for the frustration you experienced. As Ms. ****** explained, a thorough investigation was conducted, and it was concluded that you are responsible for the outstanding balance of your accounts. Please know that the FSB follows all regulations and adheres to our core values of service, loyalty, honesty, and integrity.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint:********

I am rejecting this response because: I do not believe I should be victimized a second time for deception.  I didn't know they were fraudulent checks. And if I did I would have never deposited them. I thought it was the banks job to double check and protect their clients.

Regards,

****** ***

Business Response: July 29, 2014

********** ****** **** *** ******
Complaint ID #:********

Dear ********** ***:

I am responding to your second submission regarding your deposit accounts with the USAA Federal Savings Bank.

We responded to your complaint on July 17, 2014. 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,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because: I was told by multiple customer service representatives that it doesn't matter if I sent in a police report. And also I have already made a FBI report 3 to 4 weeks ago. Which of course that doesn't matter to USAA since they lye on their commercials that they support soldiers and veterans. Yet I am not the only they havent protected from scam or fraud. I will make sure to change to a bank who actualy protects their customers. 

Regards,

****** ***

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 22, 2014, I was returning home from a week-long military training exercise in California. My wife called me as I was changing planes to inform me that she believed we had an infestation of bats in our home which would cost over $10,000 to correct (upon my arrival, we discovered that this was not accurate). I subsequently called USAA on that date requesting information about my homeowners policy. Specifically, I wanted to know if animal infestation or damage was covered under my policy in case we would need to file a claim. I was informed that it was not. Subsequently, without my knowledge or consent, the agent (******* ******** ** *** ******* claims office) opened a claim on my behalf. I have asked USAA to remove this claim, and they replied that they are unwilling to do so and that I will be issued a denial letter.

Desired Settlement: This claim should be removed from my record. If USAA fails to correct this issue prior to its being noted on a **** or ********** report, USAA should be responsible for having it removed in a timely manner from all reporting.

Business Response: July 23, 2014

***** ******* ******** *****
Complaint ID #:********

Dear***** *******:

I am responding to your submission regarding your request to remove the June 22, 2014, homeowners claim from our records.

We replied to your inquiry with the Virginia Bureau of Insurance concerning this matter on July 17, 2014. As we indicated in our response, we have changed the claim to a reporting only file, and we sent a request to remove the loss from the Comprehensive Loss Underwriting Exchange report.

Thank you for allowing us to review this situation.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: USAA claims that I double deposited a check and I have been fighting with them since February of 2014 to correct this issue and not only have they failed to resolve the balance but have sent me to collections. Due to an error on USAA or ******* front, when I took a photo of the check, somehow USAA tracked it as it had been deposited to ***** also. Per USAA's request, I went to ***** and had a personal banker confirm that I had never deposited the check, had her sign a document claiming this and faxed this proof over to USAA, which they claim to have recieved and because the amounts didn't match exaclty (the rep wrote the cents down wrong) they do not accept. This is digusting mistreatment of US Army vet from a company that claims to exist purely to support troops.

Desired Settlement: I want to ENTIRE balance returned to my USAA checking account, have the balance removed from *********** and collections and have my good name, reputation, and history restored to USAA banking

Business Response: July 22, 2014

Mr. ****** *****
Complaint ID #:********

Dear Mr.*****:

I am responding to your submission regarding your checking account.

******* *********, of our staff, was unable to reach you to discuss this matter.  Our records indicate that you spoke with several of our representatives, who explained that we did not receive the funds from the $416.14 check that you deposited on March 25, 2013.  We encourage you to speak with your external bank for more information.  If you have additional questions, please contact Ms. *********.

Thank you for allowing us to reply to you.  

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/31/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of USAA since 2009. Yesterday on 6/26/14, I randomly checked my bank statements and saw that a payment for my auto insurance was not taken out. So then, I checked my USAA mobile app which said which said “NO PAYMENT IS CURRENTLY DUE”, it also said that the last payment I made was in 4/22/14.( However, the app is useless it’s only good for making payments, the app is not that good at reflecting payment history because it always says NO PAYMENT HISTORY after I have make payments using the app in the past. ) I ignored the app due to the fact, I had automatic payments and figured since I was not using the app as my primary source of paying my issuance that it would not necessarily reflect my recent automatic payment. I was curious; I called USAA and asked them why no money was taken for a payment on 6/18/14… The USAA rep I spoke to on my first call says, A payment was not taken out because the transaction was denied from my bank. I asked him if I could make the past due amount for June he said, well Ms ******** you will have to pay the full amount for your policy $724.xxx. I was thinking, “Huh???”. Then I said, “Well…WHY”. The rep then stated that I had not made a payment since April. I said that’s impossible, I have automatic payments. He said the automatic payment system canceled out in April because the system tried collecting a payment but resulted with an unsuccessful transaction. I was under the assumption that the payment was denied in a June transaction, not in May. The rep told me that I could not just pay the past due balance, instead I had to pay the entire policy in full to be current. I was upset at myself for not watching my account but I thought the automatic payment option was safe. I told the rep “OK’ band the call ended. After I got off the phone, I told my friend what happened. He instructed me to call back and make sure that if I paid the full amount it would not result in an insurance lapse, and, that it would be back-dated to April so that I would not be reported to the Motor Vehicle Administration for “not having insurance”. So, I called back to USAA (SECOND CALL) . I posed my question. After reviewing my account, the rep said that if I made the payment, I would not be subject to fines with the MVA and my account would be current. I said, “Good”. Then I said,I will make a payment tomorrow because I have to take out a loan to pay the $724.xxx. She mentioned that by paying the full amount I would not have to make another payment until three months from now. The rep then emphasized that I had to make the payment tomorrow or else the company could no longer help me with the lapse resulting in a new quote and fines. I told her that I agreed and understood that so…. BOOM called loan services got the loan BOOM… got the funds in my account the next day BOOOOM…. I called the USAA to make the payment. And “bats flew out of the cave”. The rep told me that I could not make a payment because my insurance cancelled and its too late. I said, “No”, and explained to him the conversation from my second call. He says, I understand what you were told but the information you were told is incorrect. I was furious. I asked to speak to his manager. His manager sided with him and said that it was too late to back date the account. She also said, it is up to Policy Services to reissue your current account to avoid fines and a new quote. Then the manager transferred me to Policy Services. The rep in Policy Services told me that, He understood what I was told on my second call from researching my account/notes. But, he says we cant help you. I told him how cruddy it was to have conflicting stories from the same company. Then he gives me a spill about how they gave me automatic calls to notify me that the automatic payments were not going through, including, the letters they sent or something. I said, I was unaware of them trying to contact me….however, that besides the point. I was told yesterday by your company’s representative of what I needed to do and I did it. Your company’s last agreement with me was: to pay the full amount today and that I would be fine. He says, that he needed to talk to some people in IT because the computer will not allow reps to do “certain things”. He assured me he will not be too sure of the outcome but he will try to resolve the matter with these departments… He told me that he would personally call me back by noon to notify me of the matter. Its currently in the afternoon and I have not heard from them. I called back around noon and a rep said they are probably behind, and to just wait a couple more hours…but its been several hours. I am so mad that this company is not going above the call of duty to resolve this matter. I am upset that they are not honoring our agreement. What to do?

Desired Settlement: A back date of my account to avoid MVA Penalties

Business Response: July 21, 2014

*** ****** ***** ********
Complaint ID #: 10107723

Dear Ms. ********:

I am responding to your submission regarding your automobile insurance policy. We strive to provide quality service to our entire membership, and I apologize for any frustration you experienced as a result of this matter.

We appreciate you speaking with ***** **********, of our staff, who discussed the billing and the cancelation of your policy with you. I understand that Ms. ********** is working with you concerning the reissue date of your policy, and she may be reached at ***** *** **** ******* ********* ******

Thank you for allowing us to respond to you.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: USAA home loan agent, ****** ******, has failed to respond to my calls and voicemails and emails while I was her customer up until this very morning. She was told by me how urgent this condo purchase was as the seller has a back up offer ready to go and I, having just moved to ****** to serve as a physician at ******* **** ******* ******, needed a place to live. She did not care. USAA claims they know what it means to serve, yet they never called me back, and trust me, I called her and her supervisors over and over. It's a work culture failure at USAA. They do not know how to care for their customers. I have found another mortgage lender today and I am hoping we can close on time, even though we have lost a LOT of time with USAA. They failed to walk me through the process. As a first time buyer I needed someone to make sure the documents I sent her were the right ones. It would take ****** 3 days to respond to my e-mail with attached files just to say that they were unreadable or insufficient. This woman knew I had to close soon and time was of the essence. She never called me back. She lied and ignored me. I have cancelled my car insurance with them this morning and will close my checking/savings accounts as soon as this escrow closes. All my associates at work are aware of the situation and will hopefully pull out of USAA. I am a doctor and deliver the best care I can to my patients. USAA fails to provide acceptable care to their customers, forget about best. They should not exist. They are the worst i have ever encountered in customer service. God help them.

Desired Settlement: Only a phone call will be accepted. No emails. No voicemails. They could not give me the time of day as their customer, maybe they will now.

Business Response: July 21, 2014

*** *********** ********** ******** ***
Complaint ID #:******** 

Dear Dr. *********:

I am responding to your submission regarding your mortgage loan application with the USAA Federal Savings Bank (FSB). We strive to make doing business with us as easy as possible, and I apologize for the frustration and inconvenience you experienced.

Our records reflect that you applied online for a mortgage loan on June 9, 2014, with a tentative closing date of July 21, 2014. On June 17, 2014, the loan processor left two voicemail messages and then spoke with you later that day to provide you with the requirements needed to move forward with your application. Between June 18 and June 20, 2014, there were several communications by email regarding the requirements. Subsequently, we received your email requesting that we cancel your mortgage loan application, and we responded by email on June 23, 2014, confirming that your application had been canceled. You can be assured that coaching has been provided to those involved to ensure other members do not have a similar experience.

I understand you spoke with ******* ******, of our FSB staff, regarding your concerns. Should you have further questions, Mr. ****** remains available to assist you and may be reached at ***** ******** ******, Extension*****. Please know that the FSB conducts business in keeping with federal lending guidelines and acts in accordance with USAA’s core values of service, loyalty, honesty, and integrity.

Dr. *********, I am sorry you found it necessary to close your accounts. If given the opportunity, we will work very hard to restore your trust and confidence in USAA. Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got off the phone this morning in tears with USAA. On June 30, 2014 I deposited $40,862.04 via UPS my escrow check received after closing and USAA refuse to release any of the funds. I was told by the representative that the funds won’t be available until June 07, 2014. I don’t have any money in my account because I am recently divorce and depleted my account by preparing my home for the market. USAA was also the lender to facilitate the entire loan but I was given there a check from the closing attorney. They do not care anything about the Veteran's spouse and their customer service agents are inconsiderate. I have insurance and banking with USAA; I’ve been a member for over 10 years and they are treating me this way. I used to brag to my non-USAA friends about how great USAA was. If this unpleasant experience isn’t remedy in some way I will start shopping around for a new bank and insurance.

Desired Settlement: Verify and release FUNDS.

Business Response: July 18, 2014

Ms. **** ** *******
Complaint ID #:********

Dear Ms.*******:

I am responding to your submission regarding a deposit hold with the USAA Federal Savings Bank (FSB).

The FSB processes deposits in accordance with federal guidelines and in keeping with the provisions of the Depository Agreement and Disclosures (DAD), which is provided to all account holders when they establish an account and is available for review on usaa.com. Generally, funds will be made available no later than the seventh business day after the day of deposit. However, according to Regulation CC, funds may be held for a longer period under certain circumstances, including a history of repeated overdrafts and nonsufficient funds transactions for the account or combination of accounts in the last six months. We appreciate you speaking with ****** ******, of our FSB staff, about the hold placed on the deposit. As outlined in the Notice of Hold on Funds mailed to you, the funds were made available on July 11, 2014. If you have additional questions concerning this matter, Ms. ****** remains available to assist you and may be reached at ***** *** **** ******* ********* ******

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 11, 2014 I, ****** *******, was involved in a horrific accident that was caused by USAA Casualties client/member Ms. ******** **********. Ms. ********** ran a red light, causing the accident and she abruptly left the scene of the accident, prior to the arrival of the ******* Police Department and Emergency Vehicles (hit and run). It took almost two (2) months for the ******* Police Department to find Ms. **********. Officer ****** of the ******* Police Department Major Accident Division was instrumental in locating her. Mr. ******'s number is ***** ******** (hours of operation: 3:00 PM to 11:00 PM - Central Time). Officer ****** called and informed me that he had found hit and run driver, Ms. **********. I asked the officer for her insurance information, so that I could contact them regarding the unpaid damages to me and my vehicle. Officer ****** provided me with USAA Auto Insurance's information and Ms. **********'s policy number. In early May 2014, I contacted USAA immediately and I provided them with an accurate account of the accident. I also submitted all of the necessary paperwork, including a written statement, copies of my rental expenses, days missed from work, my auto lender information, the name of one of the witnesses who was present at the scene of the accident. I was informed a week later by one of the USAA Claims Adjusters that the ******* Police Accident Report Long Form was required. I immediately contacted Officer ****** who faxed a copy to USAA the same day. I, in turn, contacted USAA on May 29, 2014 and they stated that they did not receive the report. I contacted Officer ****** again on the same day and he faxed me a copy of the same Accident Report Long Form. I immediately faxed the report to USAA Insurance company. I called to confirm whether or not they had received the report. A USAA Representative verified that it was received. I have contacted USAA on multiple occasion about my claim, in addition, I have spoken with many different claims adjusters whenever I was unable to reach **** *******, who is the adjuster assigned to my claim. I was asked several questions by the adjusters including why my insurance company did not pay for the damages. One Adjuster informed me that they will not be responsible for the vehicle storage fee, since it has been stored over three (3) months. USAA continues to give me the run around and they will not respond to any of my calls within an appropriate timeframe. As mentioned previously, they have received all of the required documents, including the police report which shows that USAA member Ms. ********** was totally at fault. It's been almost three (3) months and my claim appears to be dis-regarded and I am truly frustrated with USAA. I have attached a copy of all of the documentation for your review. Thank you so much, ****** ** ******* ***** ********

Desired Settlement: I want to be made whole. I have spent an enormous amount of money, since this accident and I expect to be compensated in full (nothing more or less wanted). USAA needs to pay for my automobile, expenses related to the accident-especially since their Member caused the accident, auto rental fees, pay for the actual automobile, auto storages fees associated with my car, etc. It is not my fault that USAA member Ms. ********** caused the accident and fled the scene of the crime. I just expect that USAA will deliver on their promise/contract with Ms. *********** and pay for my expenses in full. Please make me whole.

Business Response: June 26, 2014

Mr. ****** ****** *******
Complaint ID #:********

Dear Mr. *******:

I am responding to your submission regarding your automobile claim.

Our records confirm that you filed an inquiry with the Illinois Department of Insurance (DOI). We will respond to the Illinois DOI accordingly.

Thank you for the opportunity to reply.

Sincerely,

***** ******

Consumer Response: Complaint: ********

I am rejecting this response because: I have spoken with Mr. ***** and Mr. ******* regarding my claim and pleaded with them to contact the investigating officer from the ******* Police Department's Major Accident Division. I was informed on June 2, 2014 by Officer ****** that he has not received any calls from USAA and that he tried to contact them with little success. I have submitted all documents to show that their member caused me great financial and emotional stress, when she hit my vehicle and left the scene of the accident.  

Regards,

****** *******

Business Response: July 23, 2014

Mr. ****** ****** *******
Complaint ID #:******** 

Dear Mr.*******:

This letter is in response to your rebuttal submission regarding your automobile claim, and I regret any frustration this matter has caused you.

In our June 26, 2014, response, we noted that you had filed an inquiry with the Illinois Department of Insurance (DOI). We responded to the Illinois DOI on July 16, 2014. Additionally, **** *******, of our Claims staff, called Investigator ***** but was unable to speak with him. However, we have received Investigator ******* written statement.

We are continuing to investigate the facts of the accident, and we will notify you once our investigation is complete. Should you have any questions, Mr. ******* may be reached at ***** ********* ********* ******

Mr. Ellison, we appreciate you allowing us another opportunity to respond to you.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On easter weekend 2014 i was rear ended by a driver in ********* **. I have tried to talk to a lady named **** for my case. It is now june 28 2014 i was told they have not recieved a copy of the police report from ******** police dept and keep telling me that. I have never been in a situation like this they also told me it takes 4-6 wks for them to complete a accident report.

Desired Settlement: Looking for usaa to finalize my claim. Also to let the public hear my story.

Business Response: July 24, 2014

Mr. **** *********
Complaint ID #:********

Dear Mr. *********:

I am responding to your submission regarding your automobile claim.

We are responsible for analyzing each loss on its own merits, and we requested the police report several times to ensure the appropriate liability decision was made. I apologize for the delay this caused. Thank you for speaking with **** *******, of our Claims staff, who discussed the handling of your claim and confirmed a decision was made to accept liability. I understand that payment for repairs to your vehicle was mailed to you. Should you have any further concerns, Mr. ******* remains available and can be reached at ***** ******** ******* ********* ******

Thank you for allowing us to review this situation and to reply.

Sincerely,

***** ******

Consumer Response: Better Business Bureau:


I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.


Regards,


**** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Monday June 30, 2014 I sent the following message that outlines a completely wrong answer given by the rep who also refused to refund a $25.00 NSF fee that was caused by a delayed electronic ACH credit... despite my inquiry, she referred to the transaction as a debit when it was a credit and then did not even address the fact that the credit amount posed on the same date every other day of the month and now suddenly has changed and is posting 3 days later. This unexplained (and uncaused by me in any way) caused an NSF fee. Message History Expand/Collapse From: ******* * ****** Date/Time: Mon Jun 30 02:54:38 CDT 2014 Message I am very disappointed in USAA as it regards to answering this question: "Why does my ATEL direct deposit that posts on the 21st of the month every other time suddenly post on the 24th in the month of April causing an overdraft fee?" The answer from your rep - who is obviously confused - because ATEL only makes deposits emailed me back this... "hank you for your email regarding the withdrawals from AtelGrow Cap 8 Distrib****th C. I will be happy to provide you with additional information. In reviewing your account, the withdrawal attempt from AtelGrow Cap was made on April 24, 2014 in the amount of $66.82. Keep in mind, the withdrawal from your account is made by the merchant." That is 100% WRONG. ATEL is a credit, not a withdrawl. She did not even answer the part about the date changing. I am over 70 years old, and changing over to a computer based lifestyle is difficult and I would expect USAA to work with someone more than one time when automated things cause a problem. Further, looking at my statement, my ATEL DEPOSIT comes in the same day as my BARCLAYS payment goes out - until APRIL. So, I now do not trust anything to be deposited on time, but that still does not explain why USAA would not refund this second fee. In 50 years of a regular checking account I have never once overdrawn my account - now I have done it 2 times. That is 100% due to the stupid computer. How am I supposed to know when it randomly changes from the 21st to the 24th. Anyways, with all that said, I would still like to know why the credit date changed? I also would like you to refund the fee as a courtesy - especially after that pathetic answer in response to my first question. I really hope I can simply put this behind me as I am otherwise very happy with my USAA checking. Thank you for your time and attention and I look forward to hearing from you soon. -------------------- **** ******** ******* **** ***** ********* **** ******* ******* *** ******** ** *** ***** ******* ** ****** *** *********** **** ********* ****** **** *** ** ****** *** **** ********* ****** ******* ** * *** ******** *** ***** ** **** **** * ******** ********** ****** **** ******** *** **** **** ****** ** **** *** ********* ***** *** *** *** *********** ** ******* **** ********* ***** **** ******** ********* **** ******************** *** * **** **** **** **** *** * **** *** ****** * ****** ** *** *** *** ** ** ****** ***** *** *** *** **** ** *** ***** *********** ** ** ****** ** *** ******** ******** * *** *** ****** **** *** ********

Desired Settlement: $25.00 refund of the NSF fee and an explanation of why the date changed 3 days when no one at the company or myself did anything. I really should not have had to send all these emails (I hate the computer) over $25.00. USAA had a reputation as being quick to take good care of us old military folks and so far most has been good... but this was really a huge waste of my time and of the time of the folks at USAA - and all over a $25.00 refund?

Business Response: July 24, 2014

****** ******** ******* **** ******* *** ******
Complaint ID #:******** 

Dear ****** ******** ******:

I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). Please know that our employees are expected to provide accurate information at all times, and I apologize for any frustration you experienced as a result of this matter.

On April 21, 2014, a transaction debited your checking account. Although there was not a sufficient balance, the FSB paid the item and assessed a $25.00 overdraft (OD) fee. On April 24, 2014, an automated clearing house (ACH) credit from ATEL posted to your checking account. As stated in the Depository Agreement and Disclosures, which is provided to all new account holders, if your account does not have a sufficient balance to cover an item, the FSB may overdraw your account and charge an OD fee. Originators that you authorize may send ACH credits or debits for your accounts, and you agree that the FSB may credit or debit your account as instructed by the originator of the ACH transaction.

Between January and June 2014, the ACH credits from ATEL were posted to your account on the 21st only in February and March. Please contact ATEL for additional information regarding the dates they submit their ACH credits. As a courtesy, the FSB refunded the $25.00 OD fee to your checking account.

******** *****, of our FSB staff, was unable to reach you by telephone to discuss your concerns. Should you have further questions or if you would like to discuss OD protection options, Ms. ***** remains available to assist you, and she can be reached at ***** ******** ******* ********* ******

Thank you for allowing us to reply to you.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Thank you for refunding the additional charge.

I look forward to a long relationship with USAA.

Regards,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I spoke with both ****** and **** ***** about claim #********. Their telephone numbers are *********** *** ***** for ****** and ********************* ***** for **** *****. My complaint is in regards to one of USAAs customers hitting my car and damaging it on the drivers side. I had the damage estimated at around $741 to fix however this insurance company has not taken the proper steps to satisfy that issue. This all happened quite some time ago and I feel as though I have given them more than ample time to contact me and reimburse me for the damages that this issues required.

Desired Settlement: I need the $741+ compensation for the damage that their customer caused to my vehicle.

Business Response: July 16, 2014

Ms. ****** ****
Complaint ID #:******** 

Dear Ms. ****:

Thank you for allowing us to review your submission regarding your automobile claim.

We are responsible for analyzing the each loss on its own merits. On May 22, 2014, we sent you and your insurance carrier coverage denial letters advising our decision was based on the lack of evidence to support your claim. No new information has been provided since that time to warrant a change in our decision. Unfortunately, ****** *******, of our Claims staff, was unable to reach you by telephone to discuss this matter. Ms. ******* remains available to speak with you and can be reached at ***** ******** ******, Extension*****. Should you have additional documentation to submit for review, you may send correspondence to **** ****** *** ****** *** ******** ** *****.

We appreciate the opportunity to respond to your concerns.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: MY DAUGHTER GOT CAUGHT UP IN A BAD MYSTERY SHOPPER SCAM. SHE WAS THE PRIMARY HOLDER ON THIS ACCT. NOW, TODAY WHEN I WAS TRYING TO MAKE A WITHDRAWAL ON ACCT WHICH IS ON HER'S I FIND OUT MY ACCOUNT HAS BEEN FROZEN AND TO TOP THAT OFF, ALL MY TRANSFER ACCTS HAVE BEEN DELETED AS WELL. I KNOW THAT IN THE MORNING, I AM GOING TO TAKE OUT ALL MY MONIES AND I BETTER NOT HAVE A PROBLEM DOING THAT! ESPECIALLY WHEN THE FRICKEN BANK IS LOCATED IN SAN ANTONIO. I AM GOING TO ATTACH THE DETAILS OF THE SCAM EVENT AS TOLD BY MY DAUGHTER, WHO WAS SCAMMED!

Desired Settlement: IF I HAVE ANY CHECKS OR ACH WITHDRAWALS THAT DO NOT CLEAR DUE TO THIS FOOLISHNESS I WANT ALL THE BANK FEES REVERSED ON MY ACCOUNT. I HAVE NEVER HAD TO GO THROUGH THIS MUCH MADNESS WITH A BANK! NEVER

Business Response: July 15, 2014

Ms. ******** ** *****
Complaint ID #:******** 

Dear Ms. *****:

I am responding to your submission regarding the joint checking account you hold with Ms. ******** ******** at USAA Federal Savings Bank (FSB). Ms. ********** concerns will be addressed separately.

We regret any misunderstanding about the status of the joint account ending in ****. Our records confirm it became overdrawn on June 25, 2014, by an Automated Clearing House (ACH) transaction. The ACH item was rejected, and the account was restored to a positive balance on June 26, 2014. However, the same day, your joint accounts were placed in a credits-only status due to an unrelated matter. As indicated in the Depository Agreement and Disclosures, each account holder is jointly and severally (individually) liable to the FSB for a joint account. On June 30, 2014, access to the joint and transfer accounts was restored.

Thank you for the opportunity to reply.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: USAA is the insurance company for my vehicles; they canceled my policy two months ago because they miss informed me regarding an amount due and as a result I ended up with a suspended license and no coverage. I discovered this by accident Thursday 19 Jun 2014 evening from a police officer friend of mine. I promptly called USAA and after over an hour plus on the telephone they apologized and back dated my policy and gave me a letter explaining the mess up. I spent almost 2 hrs at DMV on Friday which was 3 days after getting out the hospital after major surgery to get this issue resolved. I did cancel my policy with USAA after 14yrs of having them once I found a policy days later; because this was the second mess up within the last 6 months. In April I discovered that my daughter's car that I purchased and called USAA in Jan 2014 to add to my policy was not added because they failed to do the final processing. So from January to April the vehicle was uninsured and my daughter was also not added until the conversation I had with them on 20 Jun 2014. I thought she was added back in January 2014 when I called and asked for her and her car to be added. I had enough, there is no rational for me to be at risk of getting arrested if I get stopped by a police officer because my insurance company failed me. I discovered today 24 Jun USAA sent a bill for the two months they didn't provide me coverage? Their explanation is they would have covered any accidents had it occurred so they are owed that amount. I do not believe I should pay for services I was never provided especially when I could have been arrested due to their incompetence and now I have a record of having a suspension for failure to have insurance on my driving record. Not to mention the pain and suffering I endured dealing with this mess days after enduring a five hour surgery; I was supposed to be home recovering not what I was forced to do.

Desired Settlement: USAA needs to fix their bill to reflect the days I was actually provided me insurance coverage. I refuse to pay a penny more than the days I was actually provided insurance because I believe they have already caused me more than they can monetarily compensate me for as a result of their failure. They had my email my home, cell and office phone number and even my mailing address to inform of the error to give me an opportunity to fix it, instead they allowed my policy to lapse. Why should I pay them for doing what they did to me and my family?

Business Response: July 15, 2014

Mrs. ***** ***** **************
Complaint ID #:******** 

Dear Mrs. **************:

I am responding to your submission regarding your automobile insurance policy, and I regret any frustration these matters have caused you.

Thank you for speaking with ***** **********, of our staff, who explained how the outstanding balance was determined and that the amount owed is for coverage provided before the policy was canceled. I understand that Ms. ********** also spoke with you about the addition of your daughter to the policy and the issue concerning coverage reporting to the Florida Department of Highway Safety and Motor Vehicles. Should you have further questions, Ms. ********** remains available to assist you, and she may be reached at ***** ******** ******* ********* ******

We appreciate the opportunity to respond, and if given the opportunity, we will work very hard to restore your confidence in USAA.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The usaa policy holder is charged with following too close and hit me and my kids from the rear. Two of us are having back and neck pain The usaa policy holder is charged with following too close and hit me and my kids from the rear. Two of us are having back and neck pain. Emergency room bills are mounting and no one has come to look at my car to access damage. I finally talked to someone 6 days after the accident on the 16th of June 2014 and was told that I would be contacted in 48 hours. I was not contacted and left messages for the adjuster on June 21 and 23, 2014. These people have so many complaints that I don't see how they are in business and I need help against these people because I lost time from work and they refuse to help in this matter.

Desired Settlement: I want my medical bills paid and pain and suffering

Business Response: July 15, 2014

Ms. ******* *****
Complaint ID #:********

Dear Ms. *****:

I am responding to your submission regarding your June 10, 2014, automobile claim.

Our employees are expected to handle matters in a timely manner, and I regret any frustration you experienced. Our records reflect that you reported the claim to USAA on June 16, 2014. I understand that you have spoken with your adjuster about the claims process and that correspondence outlining the information needed for your claim was sent to you. In addition, an appraisal of your vehicle was completed, and a payment for the damages to your vehicle is being issued to you. Once we receive the requested information, we can move forward with the remainder of your claim.

******* *****, of our Claims staff, was unable to reach you to discuss your concerns. Should you have any questions, Mr. ***** is available to assist you and can be reached at ***** ********* ********* ******

Thank you for the opportunity to reply.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am getting a home loan from USAA and throughout the process there has been little since of urgency. It is now the supposed closing date and me, my realtor, and title company are at a halt not getting a response or being able to get in contact with them.

Desired Settlement: USAA gets in contact with either me, my realtor , or title agency within the required timeframe today.

Business Response: July 15, 2014

******** ****** *** ******** ****
Complaint ID #:******** 

Dear ******** *******:

I am responding to your submission regarding your mortgage loan with USAA Federal Savings Bank (FSB).

I apologize for any frustration you experienced during the processing of your mortgage loan. We make every effort to support our members during this critical time, and we expect our representatives to promptly process requests to avoid any delays with the closing of a loan. Please know that coaching was provided so that we can avoid a similar situation in the future. I understand ***** *****, of our FSB staff, spoke with you and agreed to monitor your loan through closing. It is good to know that your loan closed on July 7, 2014, and I hope you are enjoying your new home. If you have additional questions regarding this matter, Ms. ***** remains available to assist you. She may be reached at ***** ******** *****), ********* ******

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I was involved in an accident on May 12, 2014, the other driver was completely responsible for the accident. His insurance company, USAA, admitted fault and told me they would be responsible for all damages. May 21nd, I received an offer for $12,837 for my 2006 Lexus gs300 that had been totaled as the result of the accident. The title was requested 5/21/2014. I clarified that the title was in my Aunt's name and The car was given to me as a Medical School graduation gift, they said it would not be a problem. My Aunt signed the title and I sent the it back on May 23 and was told by USAA that I should expect to receive it in 3 business days and there would be no need to call them to verify delivery. I waited until May 31st, no check came so I called USAA. They said the title was not signed with the full first and last name of my Aunt so they needed her to sign additional paperwork. Never did they attempt to reach out to myself or my aunt about this issue. My Aunt fulfilled the supplemental paperwork and returned it on June 2, 2014. I still did not receive the check for the value of my car and they were in possession of the title since May 22. I called USAA a again on June 12, they said that the paperwork had been received and the check would be sent out that day and I would receive it in 24 hrs. The next day I did not receive the check, I called USAA again and they said the check was sent out that day and I should expect it now by the following monday. Overall USAA has been in possession of the title of my car for over 2 weeks and this is over a month past my accident and USAA has continued to drag its feet and delay paying despite having my title and agreeing to pay on May 22nd. Additionally, I have not had use of my car or funds to buy another one and due to the delay of USAA in compensating me I have accrued significant alternative transportation costs that need to be reimbursed.

Desired Settlement: Delivery of check plus additional cost of operating without my vehicle

Business Response: July 15, 2014

Mr. ***** *********
Complaint ID #:********

Dear Mr. *********:

I am responding to your submission regarding your May 12, 2014, automobile claim.

We confirmed that the settlement check for your vehicle was sent on June 13, 2014, and that the check has cleared. We also issued payment for the loss of use of your vehicle. ******* *****, of our Claims staff, has been unable to reach you to discuss your concerns. If you have any questions, Mr. ***** remains available to assist you at ***** ********* ********* ******

Mr. *********, we regret any frustration or inconvenience you experienced, and we appreciate the opportunity to reply.

Sincerely,



**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company has failed to work with me in a professional manner to resolve problems with payments for vehicle loan. They are rude become extremely beligerent and blame you for the circumstances.

Desired Settlement: I would appreciate a formal apology am explanation of where my money has been going that was paid and for them to come up with a solution to rectify payments for car purchased through their loan department.

Business Response: July 15, 2014

********** **** ****** *** ********* ** ** ********

Dear********** *****:

I am responding to your submission regarding your auto loan at USAA Federal Savings Bank (FSB).

We understand each person has a unique financial situation, and certain events beyond one’s control may cause difficulties. It is our business practice to contact account holders by telephone and in writing when their account becomes past due. Our intent is to advise you of the status of your account, preserve your credit history, and offer our assistance. Our records show that you established your loan in September 2013 and agreed a payment would be made on the same day of each two-week period. From December 5, 2013, to June 9, 2014, eight payments were returned for nonsufficient funds. In May 2014, you spoke with a member of our FSB staff and sent a fax as proof of payment. We confirmed your last payment was received on May 8, 2014, and was credited to your loan the same day for the payment due on February 27, 2014.

Unfortunately, ****** *********, of our FSB staff, was unable to reach you to discuss this matter. She remains available to assist you and may be reached at ***** ******** ******* ********* ******

Thank you for allowing us to respond to you.

Sincerely,

***** ******

This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose.

Consumer Response: Complaint:********

I am rejecting this response because:
 No apology is being offered for the continued harassment of phone calls.  This company does not want to work with me on rectifying this situation and continues to blame me for my current circumstances.  This company is a joke and is not in the business of helping veterans or current soldiers.  The only solution that has been offered to me is to pay the account in full which is not possible at this time.  After doing lots of research unfortunately I am not the only  one who feels this way about this company.
Regards,

**** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife driving a vehicle (pick-up truck) received a speeding ticket, my re-newel of insurance states that my 50K+ car primium is going up becuase of that ticket because she was listed as the primary driver of that vehcile even though the ticket was on a 20K Truck that she was operating at the time. Service provider sates stat because she was the primiary driver of 50K vehicle (which I never changed or authorized) that is where the ticket is placed an not the vehicle she was operating at the time.

Desired Settlement: Please change that the increase of insurance is on the appropriate vehicle.

Business Response: July 11, 2014

Mr. ***** ***** ******
Complaint ID #:********

Dear Mr. ******:

I am responding to your submission regarding your automobile insurance policy.

Thank you for speaking with ******** **************, of our Member Advocate Team, who explained how tickets affect premiums, and I understand she updated the policy to reflect that Mrs. ****** is the primary driver of the 2010 Toyota. Should you have additional questions, Ms. ************** remains available to assist you, and she may be reached at ***** ******** ******* ********* ******

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/21/2014 Problems with Product/Service
7/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: USAA does not have branches and is an online bank. I did a cash advance off of my USAA debit card to get cash to pay a bill. I found I did not need this and that I would instead need to write a check from my USAA account instead. I purchased a Cashiers Check with the cash from the Cash Advance at the bank showing in my USAA account history for the exact same amount that is showing I did a cash advance to then do a mobile deposit Back into my usaa account with the Cashiers Check. USAA held part of the Cashiers Check For 5 business days according to their policy. I called and tried to have hold removed because I needed those funds available to pay the bill I was initially going to pay in cash. The account history shows a debit card cash advance at the bank that issued me the cashiers check for the exact same dollar amount and the hold was not removed, in fact the person on the phone refused and told me that because cashiers check fraud, etc... even though she could see I took the cash out at the bank that the cashiers check was drawn on! This is not right in any form, I needed that money to pay a bill that was due but now I have to wait a week. I tried to get the deposit reversed so I could take the cashiers check back to the bank that I purchased it at so they could give me cash back but they would not do that either... This caused me financial hardship and the fact that there was no customer service to actually help their customer... Their customer that has never deposited a fraudulent check and has many direct deposits going into bank, etc... all the reasons that they should have not treated me like I was committing fraud.. This bank that has no actual branch that I could walk into with the cash in the first place needs to review their practices. I could see if I chose not to put the actual cash back in the bank if they had a branch...that would be suspect ... and if I didn't have many direct deposits... etc... This bank is operating like they actually have branches that people can walk into and that is wrong... I took cash out but can't put cash back in so I had to purchase a cashiers check that is the best option for most consumers that don't have a branch to walk into! I am one of many customers but the fact that I was treated not like a customer but like a criminal is why my family won't be banking there anymore... My family is not wealthy and needed all our money that we worked for and they clearly could see that this was cash I took out of my account and they still would not help me is beyond my comprehension ! this is no bank!

Desired Settlement: They need to actually make decisions to their hold policy based on the customer and the risk factor not treat every situation the same... That's not customer service and customers are the ones who give them a paycheck and keep them in business so maybe they should look into changing their policy...I have worked in banking for over 20 years and the risk was not there... I have direct deposits going into the account that would more than cover the cashiers check if it did get returned... they also could call the bank that the cashiers check was drawn on to verify it is a valid check, also they can see the bank name, address showing I did a cash advance there... and the cashiers check was purchased there for the exact dollar amount... This whole thing was handled wrong...

Business Response: July 18, 2014

Ms. ********* ** *******
Complaint ID #:********

Dear Ms. *******:

I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).

On June 25, 2014, you deposited $767.00 using USAA Deposit@Mobile®, a remote deposit capture service, and a hold was placed on $167.00 of the deposit for seven days. That same day, you spoke with an FSB representative and requested that the hold be released. The representative explained the FSB’s hold policy and declined to release the hold.

According to the Depository Agreement and Disclosures, which is provided to all account holders, the FSB will hold funds for up to seven business days. By using Deposit@Mobile, you also agree to the terms and conditions of the Remote Deposit Capture User Agreement, which states that funds deposited using this service will be made available after USAA receives payment for the funds submitted. Both agreements are available for review on usaa.com.

***** ********* of our FSB staff, was unable to reach you to discuss your concerns. Should you have any questions, Ms. ******** remains available to assist you and can be reached at ***** ******** ******* ********* ******

Ms. *******, we regret any frustration this matter caused you, and we appreciate your feedback. Thank you for the opportunity to reply.

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:
Regardless of hold policy, the fact that they do not have a branch you can deposit cash they need to change their hold policy.  As I stated earlier they knew I made a cash advance withdrawal at the branch and needed to have that money put back in my account.  I purchased a cashiers check.  They need to look at risk factors... Not assume the cashiers check could be fraud as the representative said to me on the phone.  If it indeed did get returned for any reason I had several direct deposits that go into that account that would more than cover that cashiers check amount.  I have already changed my main account because of this and only have this account for my auto insurance payment now.  The hold on the funds was for a ridiculous time frame also.  The Cashiers Check cleared the bank it was drawn on several days before the hold fell of.  The bank also could have called to verify the cashiers check was valid if they wanted to provide good customer service.

Regards,

********* *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was using the USAA car buying service and saw rates as low as 2.49% for the vehicle I was looking at. The vehicle is selling for $11,600, and the only way to get the 2.49% rate is if I buy a vehicle over 15,000. The lowest rate availablefor a vehicle under 15,000 is 4.25% I complained to the company and they said they would do something about it in the future, but they would not give me access to the advertised rate.

Desired Settlement: Fix the advertising so the rates are available without having to search the entire web site for them. Also, inform all employees the actual rates and the procedure for accessing them. The only way this can be resolved for me is to give access to the 2.49% rate plus the discount that is temporarily being advertised. Otherwise I will be taking all of my banking business back to **** ** ******* where I currently bank

Business Response: July 18, 2014

******** ****** ******* ******
Complaint ID #: ********

Dear ******** ******:

I am responding to your submission regarding the advertised auto loan rates by the USAA Federal Savings Bank (FSB).

We regret any frustration you experienced trying to locate our auto loan rates on our website, and we hope that you find the following information helpful. Our current Annual Percentage
Rate (APR) for a used vehicle under $15,000.00 is advertised “as low as” 4.25 percent for a loan term of up to 60 months. When the price of the used vehicle exceeds $15,000.00, the FSB can offer a rate “as low as” 2.49 percent for a loan term up to 72 months. For an easy view of all our rates, go to our website and select “Our Products” and under Banking, select “Auto Loans.” In the middle part of the page you may select the hyperlink titled “View All Rates,” which will display a comprehensive list of all our available APRs for the different loan terms. ******** *******, of our FSB staff, was unsuccessful in her attempts to reach you to address your concerns. Based on your excellent credit profile and payment history with USAA, the FSB would like to offer you a 3.50 percent APR as a courtesy. If you wish to accept the loan offer, Ms. ******* remains available to assist you and may be reached at ***** ******** ******* ********* ******

******** ******, thank you for allowing us the opportunity to review this matter and respond to you.

Sincerely,

**** *****

Consumer Response: Complaint:********

I am rejecting this response because:

Regards,

****** ******

I look at a $11,600 car and see rates as low as 2.49% but I can not even come close. This needs to be fixed as the rate is not available for that vehocle because of some small print. I will accept the claim when the issue is fixed 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We experienced a hail storm on May 10, 2014 that lasted for over 1/2 hour and left hail on the ground until after noon of the following day. Initial response by adjuster was a total of $4.72 in hail damage paid. Submitted photos of damage by outside adjuster and roof estimate and USAA sent same adjuster back out. No change in USAA determination of no hail damage. EVERY neighbor that reported hail damage has had claim approved and roofs were replaced or scheduled to be replaced. This is the second major hail or wind storm in six years that USAA has denied wind/hail damage.

Desired Settlement: Roof needs to be replaced due to cumulative hail/wind damage from two events reported since 2008.

Business Response: July 17, 2014

Mr. ****** ** ****
Complaint ID #: ********

Dear Mr. ****:

I am responding to your submission regarding your May 10, 2014, homeowners insurance claim, and I regret any frustration you experienced.

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.  Thank you for
speaking with **** **** and ****** ******* of our Claims staff.  As Ms. ******* explained, we received the results of the engineer’s inspection, which confirmed that there was no hail damage to the roof of the home.  Ms. ******* will send you the engineer’s report as well as a letter with additional information.  Should you have further questions, Ms. ******* remains available to assist you and can be reached at ***** ******** ******* ********* ****** 

Although we realize that this was not the outcome you were expecting, we appreciate the opportunity to look into the issues you raised and to reply to you. 

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because, from my observations, USAA's response to this and previous storm damage claims is significantly different, and more restrictive, than comparable insurance providers.  I will find a new insurance carrier as soon as possible.  Additionally, as a Army veteran, I am very troubled by USAA's marketing campaign indicating they provide better care to our nations servicemen.  I want to make it public record that the only hail damage claim rejected in my neighborhood from this event was the Army veteran purportedly receiving "special" care.

Regards,

****** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife was in an accident with a customer from USAA. Their customer was at fault at the time of the accident. The incident happened ever since Dec. 2013, and the decision was made to total out the vehicle which was wrecked. The case has been settled ever since Jan. 2014, but they have yet to send the title for the vehicle. I have been calling and getting different results from each employee that I came in contact with. No one seems to want to resolve the issue for us, and everytime that we call it we're told that we will receive a call back but never do. I was even told by a repersentative that I should receive my title within a couple of week and that has been every since march, it is now june and i'm still getting the same results. This company does not have the best intrest when it comes to someone that is not a customer of their own. All USAA does is put us on the backburner. It is to the point where my dad just wants to take them to court for a breach of trust do to the fact that we paid them $600 to retain the vehicle but they are still holding on to the title. Ever since the month of Feb. we were told that the DMV has the title and was switching it over but we have yet to see a title for our vehicle. I have lost out on money due to the fact that I don't have the title to the vehicle. So, now this problem a voided the actual agreement that was made per USAA.

Desired Settlement: At this point all we want is for someone to resolve the issue. Weither it is them paying us out the rest of the money for the salvage, or getting us the title within the next 3-5 business days.

Business Response: July 8, 2014

Mr. ******** ****** *****
Complaint ID #:********

Dear Mr. *****:

I am responding to your submission regarding the December 18, 2013, automobile claim.

We regret any inconvenience you and Ms. ***** experienced, and we appreciate you speaking with ***** ****, of our Claims staff, about the initial issues we encountered with the vehicle title and its current status. If you have any questions, Mr. **** remains available to assist you and can be reached at ***** ********* ********* ******

Thank you for the opportunity to reply.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On September 26, 2013, ***** *****, the driver of the 100% liable vehicle, made a quadruple illegal U-turn which totaled my vehicle and injured me. His insurance company, USAA, then completed an Actual Cash Value (ACV) sheet which included false information and zero vehicles which matched the model I owned—I believe these two things were done in an effort to lowball the settlement they wished to pay. It is my understanding that the insurer is obligated to restore me to my pre-accident status. USAA has staunchly refused to do so--they stand by the falsified information they created as well as their inaccurate comparisons. When I wrote the ********** Insurance Commissioner, Mr. ****** ******* responded that he would not get involved in negotiations with an insurance company. This had not been my request, but rather, I asked that the Commissioner enforce USAA’s obligation to follow the law by restoring me to pre-accident status, that he not allow the fraudulent assertions (for example, they claim I had an oil leak, a hole in the exhaust, scratches, a broken ashtray, etc.) in order to lowball me, or inaccurate “comparisons” of my vehicle. USAA never once compared my vehicle to the same model I had—rather they found lower end or base model vehicles, one of which even had nearly 67% more miles (or 8 years worth of driving) than mine had! The Commissioner, it seems, has refused to help me with those requests. I therefore ask you to please have an investigation opened as to why the requests to follow the law have been denied (given that the Commissioner stated the case was closed). That fraud is considered an acceptable negotiation stance for an insurance company is unfathomable. If ever an individual citizen, including me, ever entered into such a practice, that citizen would most likely be jailed for lying to an insurance company for the purpose of gaining compensation. Yet, this is exactly what USAA is doing. I would certainly be interested in learning what makes that practice acceptable for them. As I consider the agency that ********* ****** helped institute in Washington to protect individuals who have been defrauded by credit card companies and other abuses perpetrated by businesses and large corporations, I wonder whether The Consumer Protection Agency could include looking into the malpractice used by USAA (and almost certainly other insurance companies) which include routinely using fraud, lying, etc. to purposely avoid paying aggrieved parties. This allows them to fraudulently gain compensation. The last letter from USAA states that they are now closing (which I interpret to mean denying) the claim for which they had accepted full liability and I am now saddled with the additional costs that are a result of what they obliged me to do: tow (3X) my vehicle, store my vehicle at a salvage yard for 6 months, make copies of documents they requested (several times), post said documents in the mail (several times), pay a portion of the fees and taxes, yet another smog test, parking fees, lost wages, etc. USAA requested that I litigate in order to settle. They wish to force me to be lowballed or to have to waste more of my time and money, their time and their customer’s money and the court’s time by having to litigate. I find this highly unethical and quite simply, ridiculous.

Desired Settlement: A comprehensive settlement which includes a replacement of the EXACT make, model and condition of my vehicle and the associated costs to settle this issue, which currently totals $11,209.00

Business Response: July 1, 2014

Ms. ******** *** ******
Complaint ID #:********

Dear Ms. ******:

I am responding to your submission regarding your September 26, 2013, automobile insurance claim

Our records confirm that you have filed multiple inquiries with the ********** Department of Insurance, and we responded accordingly on November 22, 2013, December 31, 2013, and January 14, 2014. While we recognize that you continue to disagree, we feel confident that the correct decision has been made. No new information has been presented that would warrant a change to our position.

Thank you for the opportunity to reply.

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:

The issue is not resolved and the company has listed/included fraudulent data in order to bolster its point of view.  This is not ethical.

Regards,

******** ******

Business Response: July 14, 2014

Ms. ******** *** ******
Complaint ID #: ********

Dear Ms.******:

This letter is in response to your July 2, 2014, rebuttal submission regarding your September 26, 2013, automobile claim.

As we previously advised you, we provided detailed responses to the ********** Department of Insurance on November 22, 2013, December 31, 2013, and January 14, 2014. While we recognize that you continue to disagree, no new information has been presented that would warrant a change in our position.

We appreciate the opportunity to review your concerns again.

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:

Your position is unacceptable--I do not accept fraud as a negotiation stance.

Regards,

******** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In June 2013, I decided to switch auto insurance companies from a competitor to USAA. I am a member of the United States military and during June 2013, I was executing orders to a new duty station in ******** from my old duty station in **********. As a military member, I maintain residency in the state of *******, my vehicle is registered in ******* and I have a ******* drivers license. USAA knows this as they have previously insured vehicles for me that were registered in ******* and I have only ever had the one driver's license. Additionally, I have been a USAA banking customer for approximately 15 years or more. One of the regulations in the state of ******* is that insurance companies must notify the state when a licensed driver cancels or obtains auto insurance, otherwise the State of ******* will suspend their driver's license. My previous insurance company (the competitor) correctly notified the state of ******* that my auto insurance policy with them was no longer valid on 10 June 2013. My new USAA auto policy was obtained on 9 June 2013; however, USAA failed to properly notify the state of ******* that their company was insuring a military member licensed in *******. After a period of about 5 weeks (29 July 2013), the State of ******* suspended my driver's license because of USAA's failure to show proof of financial responsibility (auto insurance). This is the state of ******* policy. I had no idea that my driver's license was suspended for approximately 10 months (until April 2014). Furthermore, USAA had no idea that my license was also suspended for such a long duration and that they were, through their own business failures, insuring a driver with a suspended license. After finding out I notified USAA of the situation and asked them to properly notify the state of ******* that I did in-fact have auto insurance with them at the time and it was merely a failure of USAA to provide proper notification. The USAA representative informed me that they did not know what to do about the situation. After some lengthy discussions, the USAA representative informed me that notification had been sent out again to the state of *******. Additionally, I was able to provide insurance information to the state of ******* through their electronic web portal. The suspension was temporarily lifted. Once ******* was provided with the insurance information by me, the state then verifies this with USAA. Believe it or not, USAA apparently denied that I had insurance with them at the time of the suspension (July 2013) according to the letter that the State of ******* then sent me on 25 May 14. The state of ******* then re-suspended my license.

Desired Settlement: To properly settle this case USAA needs to conduct the following: 1) write an explanation to the State of *******, Bureau of Motorist Compliance, ******* ********* **** ********* ******** ************ ******* ********** explaining that through USAA's failure to provide proper notification of Financial Responsibility (auto insurance) that the State of ******* incorrectly suspended my driver's license. Additionally, USAA needs to send on supporting documentation that I was insured by USAA during the appropriate time period. 2) pay the $150 reinstatement charge for the suspension as required 3) Once the above actions are completed an apology for the additional grief that USAA has caused me trying to resolve their failures due to their substandard business would be nice... but I wont hold my breath.

Business Response: July 3, 2014

***** **** *****
Complaint ID #:********

Dear ***** *****:

I am responding to your submission regarding your automobile insurance policy.

Thank you for speaking with ***** ******, of our Member Advocate Team, about your concerns. As Ms. ****** explained, when you obtained your automobile insurance policy on usaa.com, you indicated that your vehicles were registered in******** not in *******. Therefore, we were not required to notify the state of ******* that the vehicles were insured, which lead to the suspension of your driver’s license. Please know that we regret any frustration this matter caused you. On June 13, 2014, we notified the Bureau of Financial Responsibility in ******* that your vehicles were insured with USAA from June 9, 2013, to April 4, 2014. If you have any further questions concerning this matter, Ms. ****** remains available to assist you and may be reached at (**** ******** ******* ********* ******

We appreciate the opportunity to review this matter and to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: USAA has been stealing from me. They have lied by omission. They constantly lie over the conversations over the phone. It takes me over hour on the phone every time I call and I get transferred to multiple departments. This is affecting my family. I am getting ready to go out on military training. My family has no access to transportation because USAA keeps laying to us about the accident paper work. Today when I call them, they said that they had paid the balance on my vehicle to Onpoint (lean holder of the vehicle). USAA sent me a letter indication that I owe them 5900 dollars because of an overpayment from them. I asked Onpoint and they said that they haven't heard from USAA nor received money from USAA. USAA is stating that I owe them the 5900 dollars because they overpaid. On medical claims, my credit report still shows me to be on collections because they haven't paid medical claims.

Desired Settlement: and release of car title.

Business Response: July 3, 2014

********* ******* ******** ***
Complaint ID #:********

Dear********* *******:

I am responding to your submission regarding your automobile claim.

We are aware that you are represented by an attorney.  The adjuster will work with your attorney to bring this claim to an appropriate resolution. 

Thank you for the opportunity to reply.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was in a no fault accident in June of 2013 and both parties are covered through USAA. USAA went to the salvage yard over a year ago and inspected the vehicle. They then informed me I would need to reacquire the vehicle from the towing company myself while they made a final decision on the claim. I towed the vehicle to my house where it sat for well over a year while they settled the dispute. I contacted USAA on April 18, 2014 to follow up on the status of the claim; within a few days I received a letter in the mail stating they needed me to send them the title in order to pick up the vehicle. After sending them the title they paid out a total loss of $2,319.12 of that $325.00 was the vehicle salvage value. I received and cashed the check and USAA picked up the vehicle the following Wednesday. After picking up the car USAA then called me and informed me that it was not in the same condition as when they inspected it over a year ago, and stated I would need to refund the $325.00 salvage value. I let them know I work out of town Monday thru Friday and it was sitting in the driveway in the same condition at Monday 6:00 am when I left as it always was. I had no idea what happened to it. I often work out of town and was not present when they picked up the vehicle therefore anything could have transpired while I was away. I’ve been in communication with several people from USAA including ******* ******** Ext *****, ***** Ext *****, and **** ****** (manager) Ext *****. After speaking with a manger on several occasions I was told that the policy was closed and that they would not continue to pursue the $325.00 for the value of the salvage. At this time I thought the claim was finalized and that everything was good. A few days later they called me back and said I would need to file a police report for the missing/vandalized parts to the vehicle or they would continue to pursue the claim. I filed a police report as requested and gave them the report number. Again a USAA representative told me I had fulfilled the obligations and the claim was closed. After a day they called me again and said that the police report number was not enough, I would need to supply the actual police report. I contacted our local police department and provided USAA with a copy of the report. I have spent several hours on multiple occasions dealing with this and trying to satisfy their every request. Now USAA is telling me that I have to pay the $325.00 or they will send me to collections after telling me on more than one occasion that the claim was closed and I would need to do nothing further. They already have the vehicle, the title and hours of my time. I made several attempts to contact **** ****** to no avail. Instead I received a daily call from ***** stating that I have till July to send them the money or they will send me to collections. I can’t get a manager on the phone to dispute the validity of the debt. Just yesterday I received a message from Manager **** ******. He had the audacity to tell me that the reason they refused to let this go is that he "Google Earthed" a picture my house which had a truck sitting with the hood off and the engine covered with a tarp and that that was enough proof for him that I was capable of damaging the car on my own and therefore he would not close the claim. First of all that vehicle isn't even mine' I have nothing to do with it whatsoever and secondly it's parked at the neighboring tenant's house. That picture is from 2011! At this point it's become clear to me that USAA is accusing me of vandalizing my own vehicle. This kind of accusation borders on slander and defamation of character without any actual proof, it's based on the assumption of a picture that isn't even a vehicle I own. It's clear to me after reviewing other customer reviews that USAA is the kind of business that does this to their loyal customers all the time.

Desired Settlement: I want, in writing, USAA to state that this claim is closed and paid in full for both parties. After over ten years of being a loyal customer I would like USAA to stop attempting to collect $325.00 for a vehicle they are already in possession of. State and federal law says that they cannot collect both the value and the vehicle, and they already took possession of the vehicle. I have home, life and several auto policies with them as well as USAA credit cards. I have spent hours upon hours trying to satisfy their requests for an accident I had no fault in. I want them to forgive the $325.00 as full value for a vehicle they already have including the title and discontinue attempts to send me to collections. I will not settle for anything less than having it in writing so that I don’t have to continue to go through this every week, it is obvious that USAA's word means nothing.

Business Response: July 10, 2014

Mr. **** ********
Complaint ID #: ********

Dear Mr. ********:

I am responding to your submission regarding your June 25, 2013, automobile claim, and we regret any frustration this matter has caused you.

As indicated in our June 26, 2014, letter, we have decided to cease collection efforts concerning this claim. In addition, our records confirm that you filed an inquiry with the Washington State Office of Insurance Commissioner, and we will respond to this office accordingly.

Thank you for the opportunity to address your concerns.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: USAA sent me promotional materials for a balance transfer/convenience checks offer with a 1.9% interest rate until 5/15/15 stating that I needed to USE the checks by 6/15/14. On 6/14/14 I paid my credit card balance in full, using the USAA website. The website informed me that the earliest payment date was the same day, 6/14/14 and that is the date I chose. Despite the fact that they listed 6/14/14 as my payment date when confirming the payment, the USAA website for my personal accounts did not reflect this payment until 6/16/14, two days later, and I didn't get the text message notification until 6/17/14, three days later. For good measure I contacted USAA on 6/15/14 to confirm my actions. I called, but they do not have customer service representatives on Sunday, a day that they specifically chose for the last day of their promotion. I did not give up, I wanted to make sure that I had been forthright in my transactions so I contacted customer service via email to confirm my actions - a credit card balance payment on 6/14/14, and the use of one promotional convenience check on 6/15/15. I did not get a response from them until Monday, 6/16/14, after all transactions had been completed WITHIN their stated time frame. On 6/15/14 I wrote one convenience check to myself and used USAA mobile app to deposit it into my checking account. The USAA mobile app confirmed my deposit date as of 6/15/14, and listed the funds as "available immediately," on 6/15/14. On 6/16/14, after all transactions were done within the USAA stated time frame, I received a response from my customer service contact email. USAA replied with information that was CONTRARY to their mailed promotional material - they informed me that the checks needed to POST to my account by 6/15/14. That is not what they put in writing in the promotional mailing and I can attach a copy of the letter they sent. Not only is this false advertising and a refusal to honor what they advertised, I think it is a very misleading business practice to choose an expiration day on a Sunday, a day in which they apparently do not have customer service or timely transactions. Furthermore, how would a client know what they transaction POSTING times are? They are not standardized or listed anywhere. They now claim to be in the right by charging me 10% interest for the convenience check that I wrote and used within their own written limits, and confirmed by their own website and mobile app, but then later not shown by their website or mobile app and denied by their customer service. I wrote back a third time to restate everything again and that this was dishonest and unacceptable.

Desired Settlement: I want them to honor the promotional rate that they advertised and I want them to acknowledge that I completed the transaction within their time frame using their website and mobile app. I want USAA to be more honest and transparent in their advertising instead of sneaky and predatory.

Business Response: July 11, 2014

Ms. ******* ********
Complaint ID #: ********

Dear Ms. ********:

I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank (FSB).

Our records indicate that a promotional offer was sent to you for a 1.9% annual percentage rate (APR) until May 1, 2015, for convenience checks and balance transfers that posted to your account between May 1 and June 15, 2014. On June 14, 2014, you made a $1,675.08 payment online which paid your credit card balance in full. The payment processed on the next business day, June 16, 2014, and was posted to your account effective June 14, 2014. After submitting a payment online, a disclosure indicates when payments will be applied. You may also find payment processing guidelines on the Credit Card Terms and Conditions under “Part D: Your Payments, When we credit Payments.”

As you state in your submission, we received your convenience check deposit on June 15, 2014, for $8,000.00. I understand you were advised by email on June 19, 2014, that the promotional offer is being applied to your convenience check. Unfortunately, Irma Lyons, of our staff, was unable to reach you to further discuss your concerns in detail, and she remains available should you have any questions.

We regret any frustration you experienced when contacting the FSB, and we appreciate the opportunity to review this matter and reply.

Sincerely,

**** *****

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Consumer Response: Better Business Bureau:

USAA communicated with me via their online message center acknowledging that the promotional letter indicated their chosen date of a Sunday as the last day of the offer and that nothing was indicated about posting dates or how long it would take to post and that therefore they would honor their advertised promotional rate. Having gotten mixed messages from them in the matter of days I decided to wait until my credit card statement arrived with the applied interest rate and interest accrued in writing. The statement shows they did in fact honor the promotional rate of 1.9%. This was all I expected and I am content to drop this complaint.

I have reviewed the response made by the business in reference to complaint ID ********. He states that **** was not able to communicate with me further - that is not true, I replied to every message they sent me via the online message center and they have record of that.

Regards,

******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hi, AI am a member of USAA for the last 16 years. I have applied for mortgage application to purchase a condominium that worth $85k. I have sent everything that I was asked. I have learnt that my closing date will not be on may 23 as scheduled. Then this is moved to June 6 2014. Just days before closing date, again my processor asked me to justify why an amount of money transferred from Navy Federal account to USAA. I said in order to me with the closing fund and other expenses my wife and I agreed to close a CD and transfer to USAA. He wanted to verify by the bank and my wife and I made conference call with my processor and representative from Navy Federal bank. The representative explained that the money was legitimate and he could not make a statement in the middle of the maturity period. Instead, he can send a statement. My processor asked me to log in the account and send him the paper he needs. I promptly send whatever he wanted to get. He still wanted me a paper that I personally make up. This created a lot of complication in my side as I have notified my apartment and about to loose my good faith deposited. This also created a big emotional roller coaster in my family as this was a big deal for my daughters. I obliviously have no power at this time since the supervisor also told me to quit the process if I could not produce the " paper".

Desired Settlement: I want the case to be seen by a senior official that can handle the case. I also do not want anyone to pass through the ordeal I went through at no fault of mine.

Business Response: July 1, 2014

Mr. ****** *********** *******
Complaint ID #: 10083015

Dear Mr. *******:

I am responding to your submission regarding your mortgage application with the USAA Federal Savings Bank (FSB). We strive to make doing business with us as easy as possible, and I apologize for the frustration and inconvenience you experienced.

Thank you for speaking with ******* ***, of our FSB staff, who explained why we requested additional documentation for the funds transfer. I am sorry to hear that you chose not to proceed with the loan. If you have any further questions, Ms. *** remains available to assist you and can be reached at ***** ******** ******, Extension *****.

We appreciate the opportunity to reply to you.

Sincerely,

**** *****

Consumer Response: Complaint:********

I am rejecting this response because: It does not respond why I was rejected. I was rejected because of delay of process and surprise request a day or two before the scheduled closing days.

Regards,

****** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 16, 2014 at 7:30 AM I was involved in an auto accident with one of USAA's drivers. A police report was filed with ********* PD where the other driver claimed sole responsibility for failing to yield, and thus, hitting and damaging my vehicle. At 8:30 AM I contacted USAA Insurance to start a claim. I gave a young gentleman all of my information including where the accident occurred, the other driver's insurance information, and the police report information. Then, I was told that my Handling Adjuster, ****** ******** (###-###-####) would contact me within 24 hours to discuss my claim. On Wednesday, June 18th, I had not heard anything from USAA so I called Mr. ******** and left a voice message. On Thursday, June 19th, I again contacted Mr. ******** regarding my claim and left a voice message. USAA has failed to contact me at all regarding my claim. After having my car looked at it was determined that it was not safe to drive. Therefore, I was forced to contact my insurance company and file a claim. My car is already in a repair shop, I already have a rental vehicle, and I have yet to heard one word from USAA.

Desired Settlement: I want my car repaired, my service and rental expenses paid. Additionally, I need someone at USAA Insurance to contact me regarding my claim.

Business Response: July 10, 2014

Ms. *************
Complaint ID #:******** 

Dear Ms. *****:

I am responding to your submission regarding your June 16, 2014, automobile claim.

Our employees are expected to handle matters in a timely manner, and I regret the frustration you experienced. I understand that you spoke with your USAA adjuster on June 19, 2014, and advised that you had filed a claim with your insurance carrier. We appreciate you speaking with ****** *******, of our Claims staff, who confirmed that your insurance carrier is taking care of the vehicle repairs and the rental expenses and that they will request reimbursement from USAA. If you have any questions, Ms. ******* remains available to assist you, and she may be reached at ###-###-####, Extension*****.

Thank you for the opportunity to reply.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My car was totalled in an accident that was not my fault and USAA represented the person at fault and assumed liability. USAA: 1. took an entire work week to get me in a rent car and I missed two days of work, 2. stopped payment on the rent car on June 5th, three days after they made the total loss offer, 3. made an offer I couldn't accept. All the cars in my area that were exact matches of my car cost $10K plus TT&L or more (I can prove it). The USAA offer $1,600 lower than that. The accident was not my fault and if I took what USAA was offering I would be substantially worse off than I was before the accident. After I was given the offer, I sent them internet adds for my exact car (color, options, etc.) with with very similar miles, within a two hundred mile radius and none were less than $10,000. I thought they were just going to take a look at the evidence and make me whole but it didn't make a difference and they cancelled the rent car on June 5th. I had thought they would extend the rental until the 9th so they could review the evidence I sent supporting a higher value for my car and I could find a replacement. On June 9th I found out that the rent car had been cancelled on June 5th. USAA may owe me for loss of use for the days I was without a rent car, work I missed as a result of not having a car the first week and, the rent car fee that I now owe after they cancelled paying for the rent car.

Desired Settlement: I would like to be made whole for monetary losses I have incurred as a result of this accident. I would like $10,700 for the car including the taxes, $210 for the loss of income, $245 for loss of use of a car (seven days at this point), and for USAA to pay the rent car fee owed from June 5th thru the 9th. Thank you very much for your help.

Business Response: July 9, 2014

Mr. **********
Complaint ID #:******** 

Dear Mr. *****:

I am responding to your submission regarding your May 11, 2014, automobile insurance claim.

I apologize for any frustration you experienced, and I understand a payment was sent to you for four additional days of rental expenses. Our records confirm that you filed an inquiry with the Texas Department of Insurance (DOI) regarding the same matter. We provided a complete response to the Texas DOI on July 3, 2014.

Thank you for allowing us to review this situation and to reply.

Sincerely,

***** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Although their insured was clearly and admittedly at fault they claim we are and are now coming after us for costs. We were parked and not even in our vehicle when their insured backed out into us. She told us she didn't look behind her before backing out because she was upset about a fight she'd had with her ex husband. Usaa is now claiming that we are at fault. How is it that we are at fault when she backed into our parked car? It really looks like they're trying anything to get out of paying. The even have a video showing exactly what happened. They have a reputation for this but I was under the impression they were a good company, until now.

Desired Settlement: Stop going after us for charges and pay what you owe us for repairs.

Business Response: July 1, 2014

Ms. ***** ******
Complaint ID #: 10075342

Dear Ms. *******:

I am responding to your submission regarding the May 2, 2014, automobile 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 thorough review of your situation was completed, including video documentation from the accident scene; however, no new information was discovered to warrant a change in our liability decision. Should you wish to discuss this matter further,*********, of our Claims staff, remains available and can be reached at ***** ******** ******* ********* ******

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 5/20/14 on 2/20/14 after I called usaa rep' ***** ###-###-#### regarding storm damages to my home and she sent a company from disaster solutions with this name & contact information- ***** ###-###-#### ###-###-#### and *****'s worker ###-###-#### **** ********** ** ********** ** ****** well on 2/22/14 two days later *****'s worker with his ladder trying to get on my roof damaged my dryer vent exhaust duct outside of my house back wall. i called usaa again and told ****** town at ###-###-#### that disaster solutions didn't put up any tarp's or boards on my house roof or garage roof on 2/20/14 when they visited my home. on 4/9/14 usaa rep' ****** mailed me a letter stating i wasn't responsible to pay any bills to disaster solutions since usaa sent them t my home. in closing i would like usaa to repair/replace my dryer duct vent on the outside back wall of my home that the worker from disaster solutions damaged with his latter on 2/22/14. bbb please help in this matter.

Desired Settlement: 5/20/14 in closing i would like usaa to repair/replace my dryer duct vent on the outside back wall of my home that the worker from disaster solutions damaged with his latter on 2/22/14.usaa is responsible for all labor and costs. bbb please help in this matter. please forward to: usaa office of the president/ceo ** *** ****** *** ******** ** ***** fax ###-###-#### & ###-###-####.

Business Response: June 5, 2014

Ms. ****** ******* ***** ******

Complaint ID #:********

Dear Ms. ***** ******:

I am responding to your submission regarding your dryer duct vent.

Thank you for speaking with *** ****** and ******** *******, of our Claims staff, about your concerns.  Disaster Solutions was unable to reach you to discuss this matter, and they provided an estimate for the repair.  A check in the amount of $50.00 for the repair of your dryer duct vent was mailed to you.  Should you have additional questions, please contact Ms. ******.

I appreciate you allowing us to reply.  

Sincerely,

**** *****

Consumer Response: Complaint:********

I am rejecting this response because: I SPOKE TO CEO OFFICE **** ***** 6/10/14 & 3 WEEKS AGO WHO INSTRUCTED ******** TO SEND OUT A USAA CONTRACTOR TO EVALUATE AND REPAIR MY DRYER DUCT VENT DAMAGED BY USAA'S DISASTER SOLUTION'S TEAM ******** FAILED TO DO SO. **** ASSURED ME YESTERDAY THAT MY VENT WILL BE REPAIRED BY USAA CONTRACTOR AND SEALED. $50 WASN'T ANY ASSESSMENT OF AGREEMENTS BY ME THE HOMEOWNER SINCE DISASTER SOLUTIONS AREN'T ALLOWED ON MY PROPERTY SINCE ONE OF THEIR WORKER'S PREVIOUSLY DAMAGED MY VENT IN FEBRUARY THIS YEAR THEN WROTE UP A FRAUDULENT BILL FOR WORK THEY DIDN'T PERFORM. ANYWAY I WILL CONTINUE TO ONLY WORK WITH USAA **** ***** IN CEO'S OFFICE WHO WILL SEND OUT ANOTHER USAA CONTRACTOER TO EVALUATE & FIX VENT.  

Regards,

****** *******

Business Response: July 1, 2014

Ms. ****** ******* ***** ******
Complaint ID #:******** 

Dear Ms. ***** *******

I am responding to your submission regarding the repair of your dryer duct vent.

Thank you for speaking with **** *****, of our staff, who explained that we will not be scheduling another company to complete the repair work. We would be happy to evaluate any estimates or receipts you provide to determine if a supplemental payment is appropriate beyond the $50.00 we have sent to you.

We appreciate you allowing us to address your concerns, and should you have further questions, Mr. ***** remains available to speak with you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In 2009-2010 my now ex wife spent approximately $4,000 on my usaa amex card. When I told USAA the response has been "it's your name on the card, you're responsible". I had no problem with another credit card getting this information removed. I am now suffering from bad credit due to usaa reporting this card as 90 days late for the past 3 years at least.

Desired Settlement: I had a balance of between 3 and 400 at that I had legitimately put on the card. I would like that balance restored so I can pay this and have it removed from my credit. This is absolutely horrible service to a service member whom they supposedly exist for.

Business Response: June 30, 2014

Mr. ***** *******
Complaint ID #:******** 

Dear Mr. *******:

I am responding to your submission regarding your American Express Card with the USAA Federal Savings Bank (FSB).

Our records reflect that you established an individual ******** ******** *****) credit card on August 21, 2008, and added Ms. ********* ******* as an authorized user. Under the terms and conditions of the USAA Credit Card Agreement (Agreement), it states “Allowing Others to Use the Account: This Account does not permit you to limit the nature or amount of authority granted to an Authorized User. An Authorized User shall have the same authority as a Cardholder to (1) make Purchases, Balance Transfers, or Cash Advances; (2) access Account Information; and (3) authorize others to use the Account.” The Agreement was provided to you when you established your account and is available for review at usaa.com. On May 18, 2009, you requested that we remove her as an authorized user. The FSB complied with your request and issued you a new individual **** credit card with a new account number. Subsequently, between February 28 and March 13, 2010, you completed two cash advances from your **** account totaling $2,700.00 and deposited the funds into your USAA individual checking account. On May 27, 2010, your **** card became delinquent and was subsequently charged off for $5,182.98 on March 31, 2011, due to non-payment. The FSB has received two electronic credit report disputes this year for the reporting of the**** account as charged off, and we have responded that the reporting is accurate. ******** *******, of our FSB staff, was unable to reach you by phone to address your concerns. Ms. ******* remains available to assist you and may be reached at ***** ******** ******* ********* ******

Thank you for the opportunity to reply.

Sincerely,

**** *****

Credit Cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: USAA has failed to respond to my voice mails and attempts to get ahold of them, and to return my vehicle to me in the original state. I am not a USAA member, but was hit by a woman who is a USAA member. The woman who hit me accepted 100% responsibility for the accident and I started a claim with USAA to have my car fixed. I live 7 hours away from where the accident took place, and USAA required that I have the vehicle fixed at the location of the accident. Because I live 7 hours away, I asked for them to have the car delivered to a dealership close to my house when it was finished. USAA refused to deliver the car, saying it would be too expensive to do, but they would pay my lost wages, gas to drive down and back, and put me up in a hotel if I drove down to get it. When I called ***** ******, the representative I was working with, and left a message outlining what my lost wages would be she never returned my call. My lost wages, the cost of gas to drive down and back to pick up my car, and the cost of the hotel would be greater than the cost to ship my vehicle to me. I tried multiple times to get in-touch with her to figure out what she wanted to do but I got no answer. I finally got in-touch with ******* manager, or I think he was her manager, and he said they would “consider” reimbursing me for my lost wages. He said I would need to hold on to my receipts for gas and a hotel stay and ***** would “review” them and make a decision then. This type of language makes me think they will take no responsibility for any out-of-pocket expenses I will incur. So far, USAA has failed to make this situation right. I was in no way responsible for the accident and I have been inconvenienced and ignored through the entire process.

Desired Settlement: I would like USAA to reimburse me for all out of pocket expenses and do a better job in the future of answering their phones, responding to voicemails, and doing what it takes to make things right with a person who was not at fault in an accident.

Business Response: June 30, 2014

********** ******* ****** ******* ****
Complaint ID #:********

Dear********** ******:

I am responding to your submission about your May 14, 2014, automobile claim.

We strive to provide quality service, and we regret any inconvenience this situation caused you. We appreciate you speaking with ****** ********, of our Claims staff, about your concerns. I was pleased to learn that we reimbursed you for the expenses you incurred to pick up your vehicle. If you have further questions, Ms. ******** remains available to assist you.

Thank you for allowing us the opportunity to look into this matter and to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was in a MVA on 3/27/13. My PIP policy is through USAA and my PIP limit is $100,000. After the accident my doctor prescribed Occupational Therapy (OT) and I pursued the recommended treatment. Now, USAA is refusing to pay for my OT treatment. The decision not to pay is primarily based on the recommendation of ****** ****, PT (an employee of Auto Injury Solutions) because "I do not find treatment medically reasonable or necessary as a direct result of the original accident." This recommendation, by someone with an inferior rank, overrides the prescription of my medical doctor. USAA has ALL my MVA medical records. I am filing this complaint because USAA has 1) refuses to explain what other documentation is required to pay for my prescribed care; 2) refuses to pay for treatment that was ordered by a medical doctor; 3) because of USAA's payment denials I am unable to pursue needed treatment. I pay my PIP premiums and I have a prescription for OT. I consider USAA's failure to reimburse for treatment a failure to comply with the PIP contract.

Desired Settlement: I want them to pay for the care I received as ordered by my medical doctor. Payment for treatment in the case of an accident is why I have insurance in the first place.

Business Response: June 9, 2014

Mrs. ***** ******
Complaint ID #: ********

Dear Mrs. ******:

I am responding to your submission regarding your March 27, 2013, automobile claim.

Our records confirm that you filed an inquiry with the Washington State Office of Insurance Commissioner. We will respond to their office accordingly.

Thank you for the opportunity to reply.

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because it does not directly address my complaint.  I respectfully request that USAA specifies what documentation is lacking (if any) from ***** ********* chart notes/records. I believe that USAA (and any agent working on behalf of USAA/Auto Injury Solutions) has an obligation to provide me with “reasonable assistance” (pursuant to *** **********) to identify deficiencies in the documents submitted so that I can comply with USAA/Auto Injury Solutions policies and requirements.

I have, in concurrence with ***** ******* and Dr. ********, made earnest efforts to understand and comply with USAA/Auto Injury Solutions’s vague requirements for documentation so payments will be issued to ***** *******. It is my understanding that USAA/Auto Injury Solutions has a duty to handle and investigate my claim in good faith which includes paying all bills resulting from my MVA within a reasonable time, conducting a reasonable investigation, promptly providing a reasonable explanation of the bases for payment denial, and not elevating its own economic interests above mine. 

As things stand, I believe that USAA/Auto Injury Solutions is failing to handle my claim in good faith by 1) refusing to identify the specific perceived “deficiencies” in ***** *******’s chart notes/records, 2) failing to pay the medical bills resulting from my MVA within a reasonable amount of time, and 3) abiding by the contradictory and medically inferior recommendation of a physical therapist over the recommendation of a medical doctor. 


Regards,

***** ******

Business Response: July 1, 2014

Mrs. ***** ******
Complaint ID #: 10060616

Dear Mrs. ******:

I am responding to your rebuttal submission regarding your March 27, 2013, automobile claim.

As we stated in our response to the Washington State Office of Insurance Commissioner on June 17, 2014, USAA agreed to reconsider reimbursement for the claims submitted by Ms. ***** *******. I understand *********** *******, of our Claims staff, spoke with you about the medical bills in question. On June 20, 2014, additional payments were issued under your Personal Injury Protection coverage and, as you requested, the payments were issued directly to Ms. *******. If you have additional questions regarding your injury claim, Mr. ******** remains available to assist you.

We appreciate the opportunity to review your concerns again.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I would appreciate if your agency investigate this matter involving USAA's auto insurance services. I'll explain, last year, during the months of sequestration, I suffered from the loss of income. The furlough affected a number of my monthly responsibilities which involved an auto insurance coverage by USAA. The insurance lapsed and after trying to make negotiations with the USAA customer’s representatives, I was dropped from the coverage. Recently, I discovered (after being without coverage from Oct. 10th - Jan. 9th), USAA had programs of forbearances and defers of monthly premiums in which the representatives did not disclose with me. Now, I face a suspension of my license with penalties. I called and expressed my complaints with the CEO Dept. (Mr. ** ********). Got a call back and was told I would still, of course have to pay the delinquent premium to get reinstated on the policy. But the damage has been already done. Appreciate any assistance or advice. Thank You...

Desired Settlement: Be reinstated due to an uncontrolled delinquency that occurred with my employer and fairly be offered all and any programs necessary as other members

Business Response: June 13, 2014

Mr. **** ** ****
Complaint ID #: ********

Dear Mr. ****:

I am responding to your submission regarding the cancellation of your automobile insurance policy on October 5, 2013.  We make every effort to help our members in
their times of need, and I regret that you feel this did not occur in your situation.

We spoke with you on multiple occasions prior to the cancellation and offered you the option of the automatic payment plan, which would allow you to pay your bill in monthly
installments.  Each time, you declined.  ***** *****, of our staff, was unable to reach you to discuss your concerns. We are sympathetic to the circumstances you outlined; however, as Mr. ***** explained in the email he sent you, we are unable to reinstate your policy without a lapse in coverage.  If you have any questions or if you would like to discuss the conditions for issuing a new automobile policy, please contact Mr. ***** at ***** ******** ******* ********* ****** 

Thank you for allowing us to reply. 

Sincerely,

**** *****

Consumer Response: Complaint:********

I am rejecting this response because:

Within an article I’ve came across on the internet announced assistance for USAA members. Also, on the evening of May 28th, 2014, myself and an ******** representative was on the phone requesting my former USAA auto insurance policy with a USAA representative. I asked the USAA representative in concerns to my situation with their agency offering assistance. He replied “yes”! So, what was my impartiality (receiving reasons why I wasn’t assisted from a USAA administrator on my voicemail) with the agency concerning an episode in my employment in which I couldn’t control? Where’s the fairness?

Here’s the information furnished via website, broadcasting assistance rendered from the NFCU institute as well as similar help from USAA in regards to the Sequestration of 2013;

NFCU has set up some special programs to assist its customers during furloughs, including: •Delayed loan repayments •Low interest-rate overdraft loans, and •Waived penalties on early withdrawals from CD’s.

*USAA is offering similar assistance to its members, including: •Special payment arrangements, which could include payment deferral, on some bank products1. •Refunds of certain fees for credit cards and other USAA Bank products. •Early withdrawal of funds from certificates of deposit without penalties. •Billing arrangements for insurance products.

******************************************************************************** *******************

Regards,

**** ****

Business Response: July 3, 2014

 

Mr. **** ** ****

Complaint ID #: ********

 

Dear Mr. *****

 

This letter is in response to your second submission
regarding the cancellation of your automobile insurance policy on October 5,
2013.

 

Our records confirm that you filed an inquiry with the
Virginia Bureau of Insurance.  We will
respond to the Virginia Bureau of Insurance accordingly.

 

Thank you for another opportunity to reply to you.

 

Sincerely,

 

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

**** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: water damage claim ,wouldn t pay all replacement costs for belongings,the contracted contractors did shoddy work,usaa didn t care,We were lied too continuously. Caused my wife to become sick from the mold that was allowed to grow in wet family rm They sent their own adjustor to look at the work and gave a price of 3600 in damages. They only want to pay us 1000 minus an 800 deductible. For the repair work thats needs to be done correctly that wont even cover one job USAA was negligent, absolutly horrible to work with.Very little cooperation from any of the people we spoke with

Desired Settlement: They have a responsibility to restore my home to the way it was before the water damage. They refuse to work with us in a way that this could happen they are the worst insurance co I ve ever dealt with Priding your company on serving veterns is a joke I m a vetern and a usaa member for 47yrs They truly dont care about their members I want this resovled as much as they do,but not for the amount they are suggesting

Business Response: June 25, 2014

Mr. **** ********
Complaint ID #:********

Dear Mr. ********:

I am responding to your submission regarding your September 24, 2013, property 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. In a letter to you dated December 11, 2013, we explained that the loss of personal property would be settled based upon the replacement cost of the items. The letter further clarified that the initial loss settlement would be on an actual cash value basis and that the remainder (recoverable depreciation) would be paid if we received documentation confirming you incurred the full replacement cost of the items. The December 11, 2013, letter also outlined the documentation required to pay you the recoverable depreciation.

With regard to the workmanship concerns, we scheduled an independent appraiser to conduct an inspection of the repairs and, based on the findings, we worked with the contractor to resolve these matters. I understand that ****** *****, of our Claims staff, has spoken with you and Mrs. ******** at length about the issues you raised.

Mr. ********, we strive to handle all claims fairly, and we regret any frustration or concern you have experienced. All of us at USAA are committed to our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your allegations. Should you have any questions, Mr. ***** may be reached at ***** ******** ******* ********* ******

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made an electronic funds transfer payment to start vehicle Insurance the payment was pending because it is a weekend And I received a confirmation email to click on to view my declaration page. Yet the company's customer service as Well as online reflected I had no insurance yet they were still Taking the money out of my account. It states on line that you can cancel a payment online. That is false. It said payment can't be canceled online, although other areas of website state it can be. I called twice both times the customer representative's stated they couldn't do anything To stop or cancel it. That is ridiculous and obviously they could.

Desired Settlement: I would like to be reimbursed the 89.04 that is being taken from my account.

Business Response: July 1, 2014

Ms. ***** *******
Complaint ID #:********

Dear Ms. *******:

I am responding to your submission regarding an automobile insurance payment.

Our records reflect that on Saturday, June 14, 2014, you scheduled an $89.04 payment via usaa.com with an arrival date of Monday, June 16, 2014, for a new automobile policy.  Later that Saturday, you contacted USAA and requested to cancel the policy and the payment.  As noted on usaa.com, a payment can be canceled online unless the payment is already in process.  Since your payment was already processing, we could not cancel it, but we did contact your bank in an effort to assist you.  On June 18, 2014, your bank confirmed that the funds would be debited from your external bank account; therefore, as a courtesy, we refunded $89.04 to your account.  

Subsequently, we received notification that the payment did not clear your bank account.  Because we had already issued a courtesy refund but did not receive your
payment, $89.04 remains due to USAA.  ****** *********, of our Member Advocate Team, was unable to reach you to discuss this matter.  Ms. ********* remains available to assist you with scheduling a payment to USAA, and she can be reached at ***** ******** ******* ********* *****.

Ms. *******, thank you for the opportunity to reply.  

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

************

My bank account WAS debited in the amount of 89.04 on 6-16-14 and USAA did resolve the matter by debiting it back to my account. Now I had no policy issued and I do not owe USAA any amount. ***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I HAVE BEEN WAITING OVER A MONTH TO HAVE MY AUTO CLAIM RESOLVED. I WAS ON THE PHONE TODAY FOR 30 MINUTES AND WAS INFORMED ALL MANAGER LEFT FOR THE DAY 6/11 I WAS ON THE PHONE TODAY FOR 30 MINUTES AND WAS INFORMED ALL MANAGER LEFT FOR THE DAY. I SPOKE TO MARLENE AND INFORMED HER THE CLAIM ADJUSTER I WAS ASSIGNED TO NEVER ANSWERS HER PHONE. I LEFT HER TWO MESSAGES. MARLENE TOLD ME THEY WERE STILL AWAITING LIABILITY PENDING THE POLICE REPORT. GIVE ME A BREAK. IT'S BEEN OVER 30 DAYS. THIS COMPANY IS SLEAZY. WHEN ASKED TO SPEAK TO THE MANAGER, SHE INFORMED ME HE LEFT FOR THE DAY (AT 1:45 AM). SHE TOLD ME SHE WAS GOING TO HAVE HIM CALL ME BACK, IN ADDITION TO THE CLAIMS ADJUSTER. STILL HAS NOT HAPPENED! THIS COMPANY NEEDS TO BE SHUT DOWN.

Desired Settlement: I WANT TO BE COMPENSATED FOR THE TIME I HAVE SPENT TRYING TO GET THIS RESOLVED. I HAD TO BUFF OUT THE DAMAGE TO PREVENT RUST.

Business Response: June 24, 2014

Mr. **** ******
Complaint ID #:******** 

Dear Mr. ******:

I am responding to your submission regarding your April 28, 2014, automobile insurance claim. Please consider this a response to your submission #********, also.

I regret the difficulty you have experienced with scheduling the appraisal. Our records reflect that on May 1, 2014, USAA offered to appraise your vehicle as a courtesy, and you indicated you preferred to await the liability decision and inquired about compensation for your time. A review of our call logs confirmed that you pressed “0” to connect with another adjuster when given the option to leave a message.

On June 13, 2014, we received the police report, which indicated the damage to both vehicles was negligible, and no citations were issued because you stated the damage to your vehicle could be buffed out. Recently, field appraisals have been scheduled but subsequently canceled at your request. According to our files, we spoke with you on multiple times over the past two weeks, and you declined our offer of a rental vehicle. We will continue to work diligently with you toward the settlement of your claim; however, we respectfully decline your request for compensation for your time. ****** *********, of our Claims staff, was unable to reach you to discuss your concerns. If you have further questions, you may contact Ms. ********* at ***** ********* ********* ****** 

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: (This is in regard to a previous complaint that has since been closed, but it is not resolved.) I am still having issues resolving this issue, but I see that the complaint through BBB has been closed. I sent them an email last Monday, May 19th, and I resent the information on Friday, May 30th, as well. I still have not received a response (Monday will be two weeks with no answer)from the company and it seems that every few weeks I am pulling teeth trying to get one. I still have not had a resolution about the gap insurance issues, which was stated as part of the desired settlement in my original complaint.I also have received paperwork from the state of ******** since then, which was for property damage that occurred as a result of this accident. I sent this information in the emails from last week along with a question about the status of the correspondence with the gap insurance company. I sent this email to the USAA contact but still have recieved no response Please help me to resolve this issue and get this claim closed, as this accident occurred February 4th 2014. Also, it has been determined that the reason the gap insurance is having issues with their payout is because of failure of USAA to process the claim properly in the first place.

Desired Settlement: Please have USAA finish the claim and correspond with the gap insurance as agreed.

Business Response: June 24, 2014

Ms. ***** ******** 
Complaint ID #:******** 

Dear Ms. ********:

This letter is in response to your submission regarding your February 4, 2014, automobile claim. I apologize for the delay in our reply.

*** ******, of our Claims staff, confirmed with your gap insurance carrier that they have received the necessary documentation from USAA. In addition, a payment was previously issued for the property damage. I understand that Ms. ****** has been corresponding with you about your concerns via email. Should you have additional questions, Ms. ****** remains available to assist you.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In Septmember 2012 I was a victim of property theft. I contacted my insurance company that covers my property(USAA) regarding the matter by phone. They asked me to describe the belongings which were stolen, my estimate of the value of the items, took a recorded statement of my account of the incident, and gave me instruction of what to do next. The representative then assured me that the claim is covered and that retribution would be handled quickly. He also recommended that I file a report with the local authorities which I had already done. He stated within in 2-4 business days someone would be contacting me on replacement of my items. He instructed me to provide a cost related inventory list to the USAA online website, which I did. The following business day I received a call from a different USAA representative asking once again for a recorded statement of events, which I again provided. He then told me as soon as the list was uploaded with police report replacement or payment for me to replace the items would be made. I completed this and received a letter and call from a different representative later stating that I would need to provide a notarized proof of ownership and inventory list and some other statement. Okay, at this point I am feeling quite disatisfied with the honesty of the representatives. I provided this additional documentation and contacted the third representative back. I pretty much got voicemail and missed calls from her for about two months. I contacted the customer service representatives and they recommended I download USAA's app to my phone so I could have the best update information which I did. Shortly after this my claim was closed with out warning. I checked the website in the claims' communication center and the only information listed was pdf versions of letters requesting documentation I had provided. This opening and closing of the claim went on for months. Then I get contact from a special investigator from USAA stating inorder to complete my claim he would like a recorded statement in person, meet at the location I was victimized at and give him an additional list of the items, including original receipts, which were stolen and copy of police report. I recommended he contact the police department who were handling the investigation so they could provide him that information. He said no and so we arranged to meet eventually after weeks of rescheduling and again closing my claim with out my knowledge. After waiting for to meet with the special investigator he claims he was there and tried to contact me however I scheduled a meeting place in the building we were supposed to meet. After not hearing from or seeing him I contacted him getting his voicemail. Shortly after that my identification and wallet was stolen from off my person as I was returning home. Eventually I received correspondence from him about my claim and the close/opening process continues.

Desired Settlement: Honor my claims and replace or provide payment for replacement of all items which were stolen from me.

Business Response: June 23, 2014

Mr. ****** *******
Complaint ID #:********

Dear Mr. *******:

I am responding to your submission regarding your September 18, 2012, renters insurance claim.

Thank you for speaking with ******** ******* of our Claims staff. As she explained, 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. Our goal is to work with you to resolve your claim. Should you have further questions, Ms. ******* remains available to assist you and can be reached at ***** ******** ******* ********* ******

Thank you for allowing us to reply to you.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I opened up a simple partial loss case in mid April 2014 and am still waiting for USAA to close out. On almost every occasion I have asked for what else is needed from me to close out the case. A different person responds almost every time (so far *******, *****, *****, ******, *****, ******) and they never actually read and respond to the questions I ask. I have given USAA everything they have requested as quickly as I am able to give and that they are unwilling to work with the customer and their busy schedule where it is difficult to communication in their sometimes single version of communication. Technology is available for a reason. They now have pushed the case to someone named **** that only is available via one form of communication that does not work for me due to my work schedule. It was brought to my attention the I unknowingly put the incorrect date in one of the drop down options when opening up the claim initially. I don't appreciate they way the rep communicated this information to me. She was rude and came off as I was lying in some way. An example of my detailed request and the unacceptable NO customer service response. ***** ***** May 29, 2014 at 6:45 a.m. CT Exactly what else is needed? I would like a itemized list of every single other thing you need from me. Nothing is to small. I am tired of you dragging this out. Every time I do what you ask of me you come up with something else a few days later. It is as if this is the first claim you have ever worked on. I need more than just a "call this number". No more. I want a list of ever single detail you need to close this out. Nothing will be too small on this list. Meaning every single possible question you need answer listed out. It is pathetic how I the customer have to break thing down for you. I expect you to have a better understanding of what is required and up to this point you have had really no idea how to process this in a timely manor. This is over a month now! RESPONSE ****** ******* May 29, 2014 at 7:21 a.m. CT Please contact **** ****** at ###-###-#### to discuss what is needed. I pay insurance for instances like this partial loss where USAA should reimburse me for charges. They continue to drag this out, I assume in the hopes I will forget about the case and they can keep their money. This is the 2nd instance where the claim reps are unwilling to work and LISTEN to the customer and I felt the need to report their shady business practices. I question the legitimacy of the business they are running (even thought they are a large established company this is NOT how you treat loyal customers of over 22 years). My hopes is BBB will help my close the case out so I can move on with my life.

Desired Settlement: Would like my case closed immediately and a credit to my checking account #********* after the deductible in the full amount I paid to fix my car. Totaling $579.99. Along with a formal apology for the energy and hours I have wasted on this due to USAA dragging this simple case over 1.5 months.

Business Response: June 20, 2014

Ms. ***** ***** *****
Complaint ID #:********

Dear Ms. *****:

I am responding to your submission regarding your April 21, 2014, automobile claim.  

Our goal is to work with you to resolve your claim; however, we have been unable to reach you to discuss this matter.  Please contact ******* *********, of our Claims staff, at ***** ********* ********* *****, or respond to him using the Claim Communication Center at your earliest convenience.

Thank you for allowing us to reply to you.  

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have insurance through USAA and pay for accident forgiveness. I got into a car accident in December, and now my rates are going up due to the accident, which seems like it's what I was paying to avoid when I chose accident forgiveness on my account. The insurance company says that they forgave the accident, but not the ticket that was given at for the accident. If this were a ticket such as speeding or running a red light, this might be ok, as the act that got the ticket would not always lead to an accident - but in this case, the ticket was for "failure to drive with due care" according to the city, this ticket is given to all at fault accidents, and little else. It seems to me that this makes the ticket part of the accident itself, and is not a separate thing. As such, I think my accident forgiveness should clearly cover all direct aspects of the accident and I should not have my rate go up. I also think this should be their official policy, as they blame it on the extremely thick contract - even though the contract goes against the obvious definition of accident forgivness and they clearly don't expect people to read and/or understand the full contract.

Desired Settlement: USAA should change their contract and/or terms used in the informal portion so that the two match and do not cause confusion in this sort of situation. They should not increase my rate.

Business Response: June 20, 2014

Ms. ******* ********
Complaint ID #:******** 

Dear Ms. ********:

I am responding to your submission regarding your auto insurance policy.

Thank you for speaking with ****** *********, of our Member Advocate Team, about your policy premium and Accident Forgiveness. The policy notes that Accident Forgiveness will waive the premium increase (surcharge) due to the first at-fault accident when certain criteria are met. As Ms. ********* explained, Accident Forgiveness was applied to the December 2013 loss, so there is no resulting accident surcharge. However, Accident Forgiveness does not apply to citations; therefore, the surcharge for the citation you received is valid and will remain on your policy for three years in accordance with the rating plan we filed in Minnesota. I understand Ms. ********* also discussed premium-saving and payment options, and she remains available to assist you should you have any questions.

Ms. ********, while we recognize this is not the outcome you were hoping for, we appreciate your feedback and have shared it with the appropriate area for consideration.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Upon inspection of my roof by **** *** *********** hired by USAA Home Owners, it was concluded that my roof leak was caused by a improperly sealed wall with the property next door. Although this conclusion makes no sense because any roof that is constructed and sealed properly would not leak. Anyway that damaged is rather small and USAA is using this conclusion to deny paying me for significant water damage done to my basement, caused by a roof that was improperly constructed and sealed. The wood molding falling off the perimeter of my home's roof is proof that water is sitting up there way to long and seeping through the wood molding. *** ******** did verbally agree with me that my roof has no drainage system. I don't understand why my claim is denied and of course the law says I must pay them monthly. Ask *** if his roof looks like this. USAA initially failed to perform a proper inspection of the property upon initial inception of the policy as well. Everyone is dropping the ball.

Desired Settlement: Pay my claim for my basement up to $36,000.00 as my policy states. Per a legal contract!

Business Response: June 17, 2014

Mr. ****** ******* *****
Complaint ID #:******** 

Dear Mr. *****:

I am responding to your submission regarding your May 12, 2014, homeowners claim. We regret any frustration you have experienced, and we appreciate the opportunity to review this matter.

After you submitted your claim for water damage to your property, we inspected your home and found interior damage to the second floor and to the basement of your home. An electronic payment for the repairs of the second-floor damage was sent to you on May 23, 2014. Thank you for speaking with ****** *****, of our Claims staff, about the damages to the basement. As Mr. ***** advised, an inspection by a structural engineer has been scheduled, and you will be notified upon completion. Should you have additional questions, Mr. ***** remains available to assist you and may be reached at ***** ******** ******* ********* *****.

At the inception of your homeowners policy in 2012, a property inspection was completed, and a copy of the inspection report was provided to you at that time.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint:********

I am rejecting this response because:

Regards,

****** *****
At this point the results of the Engineer's conclusions are unknown. Also a proper inspection would have identified the defect of no drainage system, why did I notice first? Yes I have paper work to prove an inspection was performed, however it was not performed fully and properly and chances are the paper work is "pencil whipped"!

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was rear-ended and subsequently injured in an auto accident in May 2013 with USAA being the other parties primary auto coverage insurer. Almost immediately, I received written notice on instructions with how to proceed with my pending claim against medical bills along with a primary contact at USAA. I left 2 messages for this contact in the last quarter of 2013 and eventually received a call back from the agent explaining to me that they needed certain medical documents from me before they could proceed. I submitted that paper work promptly. After a few months and no follow up, I continued to receive monthly automated letters stating that my claim was still open because USAA did not receive all the necessary documentation. This has continued to the present day (May 2014) with no follow up. Around January 2014, I became suspicious that something wasn't right and continued to leave messages and faxing requests for a call back. Eventually I uncovered that the original analyst (named ***** ******) had left the company and that my case was transferred to a one **** *********. I immediately contacted this analyst to follow up on my claim. I did receive one call back from **** who left a message stating my claim was unresolved (information already known to me but not understood why). Since that message from back in March 2014, I have left monthly messages asking for an update and a follow up conversation to which I have not received one returned phone call. I still receive monthly mailings yet this time they are grammatically incorrect and counter explanatory (the first half of the mailed correspondence is the same auto-generated message stating that my claim is unresolved and that I need to submit documentation and then the second half of the letter changes perspective and states that my claim is near resolution and that they have everything needed to proceed). This incorrectly stated document was received in early May 2014 since which time I have left 2 more messages asking for a simply follow up. I'm not even sure how to proceed at this point since my medical bills have become significant and that those offices are requesting payment from me.

Desired Settlement: At this point, I simply want to be heard and record the lack of professionalism and communication from this company that I am proud to not be a customer of. Its time for an explanation and a follow-through of this claim. Thank you.

Business Response: June 17, 2014

Mr. ******* ****
Complaint ID #:********

Dear Mr. ****:

I am responding to your submission regarding your June 8, 2013, automobile claim.

Our employees are expected to handle matters in a timely manner, and I regret any frustration you may have experienced. We appreciate you speaking with ******* ******, of our Claims staff, about your concerns. I understand that you discussed your claim with your adjuster and that you will be providing additional information to resolve your claim.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: USAA is a predominately online service provider. Sometime ago a divorce forced me to file bankruptcy. Because USAA could not collect on those debts, they have restricted my access to their website and online services. While I can agree with some online services not being available, like deposit by phone, the company now will only allows access to mobile website services. The problem with this is it has cut me off from access to all the online documents that they said they would store for me. I can only access a month or two of statements, even though USAA has said they will store my documents for 5-7 years. When I called the customer service to point this out, they said there was nothing I could do and I should go online to file a grievance with the corporate portion. Both the manager and myself realized that this was not possible because I do not have access to my account on their website. So, I am effectively cut off from routes that I might have used to try and resolve this. In addition, I will not have access to the USAA website for 7 years from the date of my bankruptcy. Anyone who cannot make payments on their debts to USAA or has filed bankruptcy will experience the same thing and be unable to file complaints with the company higher ups or access their personal banking records, and I would urge people to consider this when banking with USAA electronically. USAA will prevent you from accessing your full banking records if you have financial difficulties and all customers should take this into consideration before using their services.

Desired Settlement: Access to both the online and mobile websites, with the only restrictions being with services like deposit by phone or similar services that would impose a financial risk for USAA.

Business Response: June 17, 2014

Mr. ***** ******** ********
Complaint ID #:********

Dear Mr. ********:

I am responding to your submission regarding your online account access.

To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has caused USAA to suffer a financial loss. This policy includes restricted access to usaa.com.

We apologize for any difficulty you encountered trying to obtain account statements on mobile.usaa.com, and we are working to improve this functionality. In the interim, our representatives remain available by phone to assist you with your accounts. ********* *********, of our staff, was unable to reach you to discuss your concerns. If you would rather receive paper documents instead of electronic documents or if you have any questions, please contact Mr. ********* at ***** ******** ******* ********* ******

Mr. ********, we understand that each person has a unique financial situation and that certain events beyond one’s control may cause difficulties. We appreciate your feedback and the opportunity to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They cancelled my auto / home insurance with no notice, credit card, checking accounts. They made inappriate remarks ms mindy saying do you even have 500.00 deductable. They discriminate against the poor, minorities etc. they gave no notice or time to find any insurance and this has been a constate battle to get coverage for claims. I made one claim and was treated like trash.

Desired Settlement: THEY OWE ME AND WRITTEN AND PUBLIC APOLOGY. THERE BUSINESS PRACTICES ARE DESCRIMINATORY AND THEY COULD CARE LESS ABOUT YOU AND WILL CANCEL AS SOON AS YOU FILE A CLAIM

Business Response: June 17, 2014

******** ******* ****** ******
Complaint ID #: 10071948

Dear Sergeant ******:

I am responding to your submission regarding the cancellation of your insurance policies and the difficulty you experienced with your homeowners claim.

Thank you for speaking with *** *******, of our staff, who confirmed that all of your policies are currently active. However, as Ms. ******* advised, the matter is currently under review, and she will contact you when a final decision has been reached. I understand you also spoke with ****** *****, of our Claims staff, about your claim. Please accept our apology for the frustration you experienced during the processing of your claim. As Mr. ***** advised, USAA approved a payment for the meal allowance. He also confirmed that the repairs have been completed, and your concerns with the hotel accommodations were addressed.

Sergeant ******, we strongly disagree with your allegations that our actions are discriminatory. USAA treats all members fairly, equitably and does not discriminate on any prohibited basis. Thank you for allowing us to respond to you.

Sincerely,

**** *****

June 17, 2014

******** ******* ****** ******
Complaint ID #:********

Dear Sergeant ******:

I am responding to your submission regarding the cancellation of your USAA credit card and checking accounts.

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,

**** *****

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have paid premiums for an insured ring with USAA VPP insurance for over a year now. I filed a claim on the 11th of May 2014. I finally got a resolution decision on 22 May 2014. The check was never received so I called on 28 May 2014 to have a stop payment placed on the check and to have it reissued. On 25 May 2014, my wife and I separated for various reasons. Now my claim is in the Fraudulent Claims Investigations because they said I failed to notify them at the time of the claim being processed that we were separated. At the time of the claim we were not separated and everything was just fine. Until some issues had arisen on the 24th of May 2014... They are threatening me with not paying the claim because it was possibly fraudulent. On top of that the ring was appraised b ya GIA certified Gemologist for $9000 and USAA stated I had to pay the premiums for $9000 dollars. But the settlement was only $ 6778.99. What is the point of paying that much of a premium for the coverage and only paying out what they felt the value of the ring is?

Desired Settlement: I paid the premium on the ring valued at $9000 and the appraised value of the ring is $9000. I would like the full amount of the value of the ring, $9000

Business Response: June 13, 2014

Mr. ****** ** ******
Complaint ID #:********

Dear Mr.******:

I am responding to your submission regarding your May 11, 2014, valuable personal property claim, and I regret the frustration you experienced.

************, of our Claims staff, was unable to reach you to discuss your concerns. 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. In accordance with your policy, USAA will pay our cost to replace items in the event of a covered loss. A thorough review of your claim was completed, and it was determined that our settlement offer of $6,778.99 is the cost to replace the item. Accordingly, a payment was issued to you and ***** ****** via electronic funds transfer. Thank you for speaking with ******** **************, who confirmed that your valuable personal property policy will be canceled.

We appreciate you allowing us to reply. Should you have further questions about your claim, Mr. Baldwin remains available to assist you at ***** ******** ****** ********* ******

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They were to change a debit account that was on file and I was told that the card was changed and the old card would not be charged effective immideatly and they charged the old account which lead to overdraft fees and now they are saying that it was not changed within a certian amount of days before hand that i was not informed of even though they told me it would be fine so now the fees are my responsibility.

Desired Settlement: I want them to refund me the overdraft dee of $15.00 to my other bank account. Now it will show that I wrote a bad check which I did not so that will affect me in the future so I want to report them because they are supposed to help military families but in fact rob them blind. I want them to correctly train employees so all have correct and accorite information and do not give false information to trusting members. Every month it is something new with USAA in the terms of bad customer service. They are going to start lossing service members.

Business Response: June 13, 2014

*** ***** ********
Complaint ID #: ********

Dear Ms. ********:

I am responding to your submission regarding your auto and property insurance bill, and I apologize for the frustration you experienced as we strive to provide quality service to our entire membership.

Thank you for discussing your concerns with **** *******, of our Member Advocate Team, who explained that when you called on May 27, 2014, regarding your May 28, 2014, automatic payment, we were unable to stop that payment because it was already processing. As he advised, we refunded your external bank fees and waived the $15.00 late fee and the $25.00 returned payment fee as a courtesy. If you have additional questions, Mr. ******* remains available to assist you.

Thank you for allowing us to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/23/2014 Problems with Product/Service | Complaint Details Unavailable
6/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: to whom it may concern: On the night of April 24 2014 my car was hit in a private lot which i paid to park in by an unknown driver. the next day i made contact with my insurance company and spoke with my claim representative who assured me that everything would be taken care of. my instructions were to fill out a police report and drop my car off at the auto body shop. i was told over the phone (in a recorded phone call through USAA) that i would have no deductible and that i would not have to pay (and i quote) "a dime" i dropped my car off May 2. On May 12 i received a call from the auto body shop saying that because they couldn't identify the other driver that my insurance will not pay for the loss. i sent an email to the insurance company as follows: Dear Ms. *******, Yesterday I received two messages in my USAA Claims Center Inbox. The first letter was a claims experience feedback letter and the second was my claim estimate. The first email was a “Please Tell Us…” email simply stating, “Your claims experience is important to us. We'd like to know how we're doing so far.” The second email was concerning my Claims Estimate. This email included my Net Claim = $3,899.19 with a Deductible = $0. The employee feedback email would have had a “Remarkable!” response until yesterday, May 12. ****’s Auto Body Shop left me a voicemail asking me to call them. I made contact with them today, May 13, and was informed that my USAA claim/insurance information was not correct. After hanging up with ****’s I proceeded to call your office and when I was not able to get in touch with you I was connected with one of your coworkers. After talking with your coworker I was informed that because I do not have collision insurance and simply un-insured motorist coverage that my claim could not be processed. I first made contact with USAA and yourself on April 25th 2014. The day after my car got hit, being April 24. It was that day that I had realized my car was hit the previous night. I informed you that I was parked in a private lot and that I had paid to park in **********,**. I also had stated that I had already contacted ***** *******, the private lot company, and they said they had security cameras at the entrance and exit kiosk of the lot. Following the information about the accident you told me that I would not have to pay any deductible and my insurance was going to cover and fees relevant to the accident. My instructions were to go to ********** Police Department and fill out a Police Report pertaining to a Hit and Run. I proceeded to fill out said report on the same day, April 25, 2014. Our second conversation started 2 days later, on April 27. It was then that I asked you if it was all right for me to drop my car off as soon as possible or to wait until the Police Report had been filed. You instructed me that I could drop the car off at anytime. Following reading above email and replying with the question of “ Am I able to bring my car to a auto body shop of my choice, or do I have to go to the referred one?” After being informed I could go wherever I chose I decided to bring my car to ****’s Auto Body Shop in **********. This was is a very reputable and well-known body shop that I had been referred to by both family and friends alike. It was May 2, 2014 that I brought my car to ****’s. With all of the above being said I am simply wondering why my claim is not being covered. It was you that told me I would not have to pay a deductible and that my insurance company would take care of the bill. I followed all your instructions pertaining to filing out the police report, informing you of where I was dropping my car off and when I dropped my car off. I was told today that, because we don’t know who hit my car my insurance will not cover my claim. My car has been at the auto body shop for 11 days and now I am told that USAA will not cover my claim, when 18 days ago my claims representative told me that I would be completely covered and was not required to pay “a dime” and would have a Deductible of $0. I cannot help that this happened that night. I can however, prove that I have done everything in my part to make sure this issue gets resolved. I am not sure if the information you gave me was incorrect, the one in the recorded phone call we first had, where you clearly stated I would not have to pay anything and my insurance was going to cover the accident. I do not know if ***** ******* Lot was ever contacted in regards to possibly viewing the exit cameras on the lot. My car clearly shows evidence of a white vehicle having made contact with the front right quarter of my car. I am not sure if it is possibly to see proof of that on the exit cameras. I do not know whose responsibility it is to view said tapes, i.e. my insurance representative or the ********** Police Dept., or even if these tapes were even viewed in the first place. I DO know, nonetheless, that I WAS told I wouldn’t have to pay anything, I DID fill out a police report, the lot DOES have security cameras on the entrance and exits areas. I DID receive an email with the total estimate of my claim and my deductible. And I WAS told today by one of your representatives that I was NOT being covered by my insurance. I would like to know what the issue is and how USAA and/or yourself will be resolving this. Thank you, ******* ********** and there response was: Hello ******** *********, I have reviewed your policy as well as the details of this claim. Unfortunately, we are not able to cover this loss under your uninsured motorist property damage. The state of ***** ****** has specific criteria we are legally required to follow. Your policy requires that we identify the other vehicle owner/driver involved. We are very sorry about this and any inconvenience this may have caused you. Best, ******* ****** ....... I understand that laws are laws however think it is a little ridiculous when someone who is representing a ** driver misleads them and tells them the wrong information about the state of**. I was told that i will not have to pay for anything therefore i do not think that i should. this is why i pay for insurance and, know, that they recorded the phone call i had between ****** ****** and myself. now i can not get in touch with her via email/phone i am continuously getting transferred to other people and when i email mrs ****** i get another person response

Desired Settlement: my desired outcome would be for my car to get fixed and not have to pay anything just like i was told would happen over the phone during my recorded phone call with ****** ****** my claims representative from USAA.

Business Response: June 12, 2014

******** ******* ***** *********** ****
Complaint ID #:******** 

Dear ******************:

I am responding to your submission regarding the auto insurance claim that you reported on April 25, 2014, and I apologize for any conflicting information you received.

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. Uninsured motorists coverage would not apply in this situation because the driver of the vehicle that hit your car has not been identified. As stated in your policy, we do not provide uninsured motorists coverage for property damage if the person making the claim does not provide the name, address, and other means of identification to establish that the at-fault motorist is without insurance. Should the at-fault driver’s license plate or any additional contact information for the at-fault driver become available, uninsured motorists property damage coverage may become applicable. ******* ******, of our Claims staff, was unable to reach you by telephone to discuss your concerns, and she remains ready to assist if you have additional questions.

******** O’Sullivan, while we realize this is not the outcome you were expecting, we appreciate the opportunity to look into this matter and to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: back in January ussa(worst bank in the world) let ******* wireless steal money out of my account . in doing so in other bills were returned and other fees occurred. I was promised a call back and ussaa(worst bank in the world) and they were suppose to mail me forms neither appeared and since ii file a compliant with bbb.org in January they have harassed me . they have held checks past seven days they refuse any help or even acknowledgment of there wrong doing. I have called and been placed on hold for astronomical times . I haven't received a statement from usaa(worst bank in the world) since January and for some reason I cant access my online account anymore . I feel as thought they are purposely harassing me . they recently held a check past the time frame and when I asked if I could just cancel the check and get another one issued they said no ! when ask to release my money they sad no I spoke to who ever was they highest on duty at the time and they wont let me close they account they wont give me my check or let me cancel it . there response was no . I don't understand how a banking institution can let major companies defraud there customers like that and no even care . I have also been discriminated against dyslexia when ask to comply they place on hold to just be hung up on

Desired Settlement: at this point I feel they should be punish for there wrong doings . how I don't know

Business Response: Mr. ***** ***** *****
Complaint ID #: ********

Dear Mr. *****:

I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).

In our prior response to you dated January 31, 2014, we confirmed that a Written Statement of Unauthorized Debit form was provided to you online and that ******* credited your account on January 23, 2014, for the full disputed amount. We also asked you to call if the credit did not resolve the ******* dispute and if you still wished to close your account.

Unfortunately, ******* *********, of our FSB staff, was unable to reach you in January and in May 2014 to discuss your most recent comments. Our records reflect that your monthly checking account statements continue to be delivered to you online and that you have successfully logged on to your account recently. If you experience difficulties accessing our website, please call us.

When you established your checking account with the FSB, you received a copy of our Depository Agreement and Disclosures, which includes information on our Funds Availability policy. Funds deposited via USAA Easy Deposit at The UPS Store are also subject to the terms of our Remote Deposit Capture User Agreement, which explains that funds will be available after USAA receives payment for the check submitted. Both agreements are available online. We regret any inconvenience you experienced due to the hold. The FSB is unable to close an account until a pending item posts.

In reviewing this matter, the FSB found no evidence of improper handling. We operate in accordance with USAA’s core values of service, loyalty, honesty, and integrity, and we disagree with your assertions of harassment and discrimination. If you have any further questions, Ms. ********* remains available and can be reached at ***** ******** ******* ********* ******

Thank you for allowing us to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: USAA has put a fraud block on my account 3 of them. Was told there was a review which will last 3 days Business. I was told from the first call that only 2 account were blocked and the account with card ending #**** was not on hold and I could use it today. Low an behold I try to use it and couldnt still restricited. I call back and the Fraud Personell calls supervisor and tells me that it has been lifted and I could use it. LIE. still couldnt use it. Then on the 4th call some arrogant women tells me that all accounts and card are restricted and I tell her that this is my money I use to eat and not having will cause issues. She didnt care and neither did her supervisor. As for being a veteran I was under the impression USAA cared but they do not they are like anyother bank BOFA. There customer service is horrible and the way they deal with issue is horrible they lie and lie. when this is over I will definitely go somewhere else and tell the 25 other members I know to cancel and leave.

Desired Settlement: I want my account unlocked and I want my money. The fees or any fees that are getting racked up because of this is on you and I will not be held liable. UNLOCK my account and give me my money.

Business Response: June 9, 2014

********** **** ** ****** ****
Complaint ID #:********

Dear ********** *****:

I am responding to your submission regarding your deposit accounts, and I apologize for any frustration or inconvenience you experienced as well as for any conflicting information you might have received.

As part of our commitment to protecting you and to guarding against fraud, we initiated an investigation due to suspicious activity on your account, and your accounts were subsequently restricted. Although the investigation was completed, your accounts were placed in a credits-only status due to the account history and negative balances, and you remain responsible for the fees incurred. The full use of your accounts will be restored when the accounts are no longer negative. Should you have any questions regarding the matter, Andrea Moreno, of our staff, remains available to assist you.

Thank you for allowing us to reply.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: well, I was in the process of selling my 1990 Lexus ls 400 ,to Mrs. ******** (usaa customer) . when two days after making first monthly payment wrecks the car. Insurance (USAA) Tells me that since the tital is in mine and my husbands name ,that since the car was being totaled out ,that payment would be coming to me since I was the legal registered owner and it was my name on the tital. Then today I find out that they sent a check to Mrs. ********. which is not right .. all I want is the money that is legually owed to me and no one else to be screwed over.

Desired Settlement: I want the money that was suppose to be paid out to me for the vechiel in the first place.$2.228.00

Business Response: June 10, 2014

Ms. ******* ****
Complaint ID #:******** 

Dear Ms. ****:

I am responding to your submission regarding an automobile claim payment for a vehicle you sold, and I regret any conflicting information you might have received.

*** ******, of our Claims staff, was unable to reach you to discuss your concerns. The Bill of Sale of Motor Vehicle demonstrates that Mrs. ******** purchased the vehicle from you and Mr. **** and that you are not considered a lienholder. An insurance policy is a contract between the insured and USAA. The policy provides that when a loss occurs we will pay the named insured for the loss unless there is a loss payee (lienholder) shown on the declarations page of the policy. Your name did not appear as a loss payee on the declarations page of the policy. USAA is therefore obligated to pay our insured for the damage to the vehicle. Accordingly, we respectfully decline your request to send the claim payment to you. If you have further questions, Ms. ****** remains available to assist you.

Thank you for allowing us to reply to you.

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because: that is un-true, as long as the vechiel is in mine and my husbands name it is legually mine not mrs. ********

Regards,

******* ****

Business Response: June 17, 2014

Ms. ******* ****
Complaint ID #: ********

Dear Ms. ****: 

I am responding to your second submission regarding an automobile claim payment for a vehicle you sold. 

We responded to your complaint on June 10, 2014.  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.  

Thank you for the opportunity to review your concerns again.

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:
they were notified before psyment was issued to the other party that the car was still owned by me. and A ****** from there company assured me that I would receive payment since I was the one on the tital.and now they don't want to stand behind what they said.
Regards,

******* ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: USAA is the insurance provider for ********* ******* who rear-ended my husband ****** ******** while we were driving in our new 2013 Ford Flex. Car was only about 6 months old when the incident occured with no prior damage. USAA only authorized a bondo type quick repair instead of replacing the bumper. The car is not the same and is now listed as wrecked in the vehicle history. We submitted a diminution of value claim and they denied it and did not even tell us. I have called USAA to discuss this and they said it was denied and will not tell me why or explain other than that they think they are right. My car lost value due to their customer hitting us. My car was not repaired like new and is now listed as wrecked so it has lost value due to this incident. They owe us for this diminution in value.

Desired Settlement: To return my car to like new status, I am having to pay to repair to new status and it is over $1100. I want to be compensated for a complete repair and car rental while I have my car fixed.

Business Response: May 22, 2014

Mr. *******. ********
Mrs. ***** ********
Complaint ID #: ********

Dear Mr. and Mrs. ********:

I am responding to your submission regarding your March 19, 2014, automobile insurance claim.

A detailed review of the loss was conducted to address your concerns. I understand ****** ********, our of Claims staff, spoke with Mrs. ******** about your claim for property damage and for diminution in value (DIV). As Ms. ******** explained, our records reflect that your 2013 Ford Flex sustained $570.77 in damages as a result of the accident. We reviewed the estimate completed by your shop, which called for repairs to the rear bumper cover, and on March 28, 2014, USAA mailed you a check for the damages. A rental vehicle was offered to Mr. ********, which he declined. After reviewing your claim for DIV, a letter was mailed to you on May 6, 2014, denying that portion of the claim. The letter explained that the damage to your vehicle did not warrant a DIV claim. If you have additional questions concerning this matter, Ms. ******** remains available to assist you and may be reached at ***** ********, Extension*****.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:

It is not acceptable. Attached is the original quote from ********. They quote $1221.54 to return my vehicle to a like new state, the condition it was in when I was rear-ended. The quote was ONLY changed by *** ***** once USAA said they would only repair the bumper, not replace it. This is per ***** ****** at *** *****. I want my car repaired per this estimate to return to new condition. My car has also diminished value due to having to state the vehicle has been wrecked. At the time of the incident, the vehicle was 6 months old and NEVER damaged/wrecked. I want my car repaired per the original estimate which requires a check for the additional amount from USAA.

Regards,

****** ********

Business Response: June 13, 2014

Mr. ****** ** ********
Mrs. ***** ********
Complaint ID #: ********

Dear Mr. and Mrs. ********:

I am responding to your submission regarding your March 19, 2014, automobile insurance claim.

We responded to your complaint on May 22, 2014. 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,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:

I submitted the original estimate to have my car repaired to new condition, which it was in when your client/customer hit my car. I want it fixed like new. What you offered is unacceptable since you also denied my diminuation of value. I want my car returned to new, unrepaired condition with a bumper replacement per the original quote. My car is forever damaged and will be noted as such when I go to sell it so this also lays claim to the diminuation of value which you denied. Your company has YET to supply me with sufficinent explanation as to why my car will not be replaced to new condition and why the value claim was denied. This matter is not closed.

Regards,

****** ********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In December 2013 our home was robbed and items were taken. The insurance policy was in both *********** & ******* ******' name. We were ensured that checks would be cut expediently payable to: *********** & ******* ****** or they could direct deposit into our separate USAA accounts - we separated accounts in January 2014 due to a separation and ongoing divorce. I contacted USAA in March 2014 due to not receiving payment and was advised at that time that a CSR would have to have a manager get back in touch with me. She took my name and contact number. After 3 days without a return call, I then contacted USAA again. I was informed at that time that due to an error on their end, they had failed to issue a check to me and a check for half of a $2800 payment would be issued to my USAA checking account. To date, I have received no monies from USAA. On 02/16/14 our 2011 Dodge Grand Caravan was VOLUNTARILY reposessed. There was no damage to this vehicle at the time of reposession. During my travel home, I found the van sitting at an intersection in a gravel parking lot. The van had no damage at that time either. There are pictures that indicate same. The claim that was filed by the lien holder, ***** *****, was filed almost a month after 02/16/14 when the van was returned - yet they claimed a loss for the last date of our posession - 02/16/14. The van was not damaged in my posession as I, myself, would have contacted USAA and requested a claim - the van had full coverage insurance on it. USAA asked for pics indicating van was not wrecked when returned - I provided same in April 2014. Then in May 2014 USAA issued payment on the claim to ***** *****. This is a fraudulent claim that impacts my personal insurance record and should not have been paid.

Desired Settlement: I am requesting a letter of apology (via email would be fine) due to USAA's ridiculous behavior. I am requesting the cash settlement due me for 1/2 of the rental insurance claim - $1400+. I am requesting my insurance record be cleared of any indication of alleged ***** ***** claim - repair of my insurance record. I am also requesting compensation including damages due to the immense amount of time I have had to devote to this matter, the abundance of emotional damage it is continually causing, and the ridiculous responses I am receiving when attempting to contact them regarding same. I will be contacting an attorney if this matter is not resolved timely through the BBB.

Business Response: June 5, 2014

Ms. ******* ******
Complaint ID #: ********

Dear Ms. ******:

I am responding to your submission regarding the December 4, 2013, renters insurance claim and the February 16, 2014, automobile claim. I regret any frustration and inconvenience you experienced.

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 review of the renters claim determined payment for the stolen items was issued appropriately based on the provisions of the policy contract. In addition, we were advised that payment for one of the items was sent to your attorney.

Regarding the automobile claim, on March 7, 2014, we were notified of damages to the vehicle. The lienholder supplied USAA with an estimate for repair and photos of the damages. After reviewing the photos of the vehicle you provided, we asked for additional documentation from you because of the quality and resolution of the pictures you submitted. Our records reflect you did not provide the requested items. We investigate the facts of the losses that are reported to us and settle claims for which we are legally liable. As such, payment for the vehicle damages was subsequently issued to the lienholder.

Unfortunately, ****** *****, of our Claims staff, was unable to reach you to discuss your concerns. Should you have any questions, Mr. ***** remains available to assist you and may be reached at ***** ******** ******* ********* ******

Thank you for allowing us to review this matter and to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband was involved in a near fatal automobile accident which resulted in 3 major surgeries; 1 broken sternum involving a titanium plate to be attached to his chest in order to facilitate effective healing; fractured C1 and C2 vertebrae requiring fusion in order to ensure paralysis did not become a factor; a repeat of the vertebrae neurosurgery as the initial surgery was unsuccessful, also adding the C3 vertebrae and obtaining bone from a donor in order to mend the area. Within my policy I pay an additional fee for a wage earners disability benefit. Since the onset of this claim, USAA has failed to provide timely payment of this benefit, yet they have ensured to immediately deduct the premium amount due. Most recently for the May payment, our attorney's office advised that the insurance company stated that the payment had been made (which would still be over 2 weeks delinquent). I called and spoke with adjuster ***** ***** who was extremely rude and demeaning and advised that he was not "going to banter over such a trivial issue", meanwhile my spouse and I have a barren refrigerator and 2 disconnect notices of utilities for non-payment. After much writing and calling I finally received notification that the payment had been posted (1 hour and 45 minutes after my inquiry). The notice dated 30 May 2014 stated that the payment had been made on the 28th. I contacted the bank element of USAA who advised that the payment had not been authorized until today (30 May 14). I was then transferred to **** in claims who verified that the payment had not been authorized until 30 May 14, which meant that everything USAA had advised to both me and my attorneys had been lies. Worst thing is that the same thing will happen again next month and the month after that. My husband and I have late fees that total more than 1300 dollars due to USAAs inability to pay their debts on time. This is unjust and unfair, and since they claim that they are here to support the military service member, I will also add un-American. I would appreciate some form of justice in this matter.

Desired Settlement: I would like are fund of all reconnection and late fee charges received as a result of not receiving the payments owed - as per our contractual policy - in a timely manner.

Business Response: June 12, 2014

******* ****** ****** ****
Complaint ID #: ********

Dear ******* *****:

I am responding to your submission regarding your automobile claim.

Our records confirm that you filed an inquiry with the Georgia Department of Insurance and that we responded to the Georgia Department of Insurance accordingly on
June 10, 2014.

Thank you for the opportunity to reply.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a member of USAA for almost 6 years now and I just recently applied for an auto loan through their company that was advertised. On USAA’s website advertisement, they advertised 0.59%APR for first 36 months and 1.99% after that time frame when using their car buying service. When my wife applied for the auto loan, they stated that they could not give us the rate of 0.59% or 1.99%, because we already had an auto loan through them. I later called and spoke with ***** at the auto loan department at USAA and she explained the reason why we could not get a loan at 1.99% was because our credit score was not, “A plus, plus, it was only an A plus.” I explained to her that my credit score was a perfect 800. ***** in very rude tone relayed that it was not perfect and due to the restrictions of USAA, we were not able to get the rate of 1.99%. I advised to ***** that I was not happy regarding her answer and false advertisement. I also relayed to her I would be searching elsewhere for an auto loan and considering switching from USAA to another service for banking and home insurance. ***** replied, “Okay you do that sir, good luck.” I later called again to speak with a manager regarding the auto loan rate, and *****’s poor and rude customer service. When I called, I once again talked with ***** and asked for a manager or retention specialist. ***** placed me on hold for approximately 15 minutes before coming back to phone to tell me she was, “trying to find a manager, because they were all busy.” ***** then left the line open, thinking she placed me on hold and I heard her talking with other people saying, “He refused to give me his name, should I just leave him on hold, what do I do with this?” I then heard a male subject say to her, “Just leave him on hold, wait you got somebody on the line right now.” ***** then said to me, “Sir are you still there?” I told her I had heard everything she was saying about me and that I would contact USAA management by email. ***** replied in a very rude tone, “okay goodbye.” I never refused to give her my name, she never even asked for my name. I am contacting you now, because of the false advertisement USAA has provided regarding their auto loan interest rates and their extremely poor customer service for Veterans. USAA displays themselves as a Veteran friendly company, but as a disabled veteran myself, I feel that I have been lied to and treated with extreme disrespect. Their poor customer service and lies, have made me consider switching from USAA to another bank. This type of treatment of Veterans and customers is appalling and it makes me feel very concerned regarding the company practices of USAA.

Desired Settlement: I would like USAA to correct false advertisement which is displayed to all of their customers. I would like an explanation of why I have been mistreated regarding the auto loan interest rate and to be granted the rightful interest rate for an auto loan which was advertised and what I am entitled to. I would also like an apology from USAA for the treatment in which their poor customer service representatives displayed to me.

Business Response: June 11, 2014

Mr. ****** **** *******
Complaint ID #: ********

Dear Mr. *******:

I am responding to your submission regarding your application for an auto loan with the USAA Federal Savings Bank (FSB).

Please accept my apology for the difficulty and frustration you experienced trying to obtain information about your loan rate. Your experience was shared with the appropriate area to prevent a recurrence. We appreciate you speaking with ****** *******, of our FSB staff, about your concerns. I hope your conversation with Ms. ****** clarified the information listed on our website pertaining to our loan rates and the factors we consider when making loan decisions. I was pleased to learn that a * percent discount was offered to you as a courtesy if you decide to proceed with the loan. If you have additional questions, Ms. ******* remains available to assist you and may be reached at ***** ******** ******* Extension*****.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was hit by an USAA policy holder which damaged the passenger side of my SUV, leaving the rear passenger side door inoperable. The highway patrolman gave us a copy of accident report with USAA policy holder clearly at fault. The next day I called the claim in and was give a name of the adjuster who was going to be working the claim. Two days later the accident appraiser inspected the vehicle and printed me out a quote for me to give to my body repair shop. The same day I gave quote to repair shop and car was inspected by him (repair man) and was told by repair shop it would be two weeks before he could start on the repairs. That very same afternoon I spoke with claim adjuster and informed her that the shop was unable to start the repairs until 2 weeks. She informed me that if the car was drivable the rental would be provided during the repair time only. I informed her that car was drivable but I felt it was unsafe due to the nature of the damage in the safety of my small children. Although the vehicle was drivable I had to drop my children off at school with them exiting the vehicle on drivers side into the busy road to go to school or park across street and get them out to walk across busy street not to mention door could come open while traveling with small children sitting beside the door, and if in another accident were to occure could not retrieve children from passenger side of vehicle. The claim adjuster stated that she could go ahead and set me up in a rental. I received the rental but was later told that my rental time would be up with my car not repaired due to a lack of me not being pro active to have my car repaired. I clearly told her that the repair shop informed us of he 2 week time frame before he could work on it. Meanwhile, my.vehicle is nowhere near repaired and I have returned the rental to keep from incurring charges. I have spoke with them on several occasions but they still insist on them only allowing a rental for a certain amount of days. I have had to borrow an elderly family members vehicle (which now leaves this elderly person without one) to transport my children to school and myself to work until my vehicle is repaired which looks like another week or so.

Desired Settlement: I want a rental for the remainder of my vehicle repair plus the rental fee for the days I was without a rental to reimburse my elderly family member who was kind enough to allow me to borrow one in this time of need.

Business Response: June 3, 2014

Mr. ***** *****
Complaint ID #: 10055355

Dear Mr. *****:

I am responding to your submission regarding your automobile claim, and I regret any inconvenience you experienced.

Thank you for speaking with ****** *******, of our Claims staff, who explained that your rental expenses were approved through May 23, 2014. Should you have any additional questions, Ms. ******* remains available to assist you, and she can be reached at ***** ********* ********* ******

I appreciate you allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First off let me say I have been banking with USAA for over 7 years. On yesterday, May 8, 2014, I made a deposit (check)of $394.21. As of 12PM today, I checked my account and there were no funds on hold. When I got off work I checked my account again to see if my insurance had came out and the $394.21 is on hold until May 20, 2014. I immediately called the bank, because if I have a balance of $535.44, and $394.21 on hold, I really only have 141.23 in the bank until May 20, 2014. This means the $175.00 bill I have coming out on Saturday, no later than Monday will not be processed and USAA will charge me $29.99 overdraft fee, on top of what the bill will cost me because the money is there but USAA continues to care less about their customers by putting funds on hold for such a long period. I HAVE NO MONEY, this was the only money I had and its on hold for over 10 days, this is absolutely ridiculous. I called USAA and they basically said they cannot do anything and it selects certain customers, pretty much customers who don't have money, poor credit scores, and have had overdraft problems in the past. Well the bank is contributing to my overdraft charges. I HAVE TO BE BROKE UNTIL 20 MAY, WHEN I DO NOT GET PAID AGAIN UNTIL 23 MAY, HOW AM I SUPPOSE TO GET TO WORK, USAA DOESN'T CARE. Additionally, this has happened to me twice over a month period, and now I feel USAA is targeting me because I have put in complaints in the past against them. They have even made unprofessional comments to me per their response e-mails. $300.00 may not seem like much to some of you but I am struggling and USAA can see my account activity, and still hold funds from me for such a long time. The representatives basically blew me off, I NEED my money in my account, not on hold. My bill that's due for $175.00 will not get paid even though the funds are there to pay it. I can't afford to switch to another bank but USAA in no way cares about veterans, family members, or anyone else.

Desired Settlement: I WANT MY FUNDS RELEASED, I am already struggling, have no cash on me, and I have to get to work on what was in the account up until my next pay date of May 23, 2014. Additionally, I need my bill to be processed. USAA needs to address why I continue to have funds on hold after being a customer for over 7 years. This bank use to be a good bank, but all customers as of lately have been discussing how unethical USAA has become. I need this hold lifted from my account immediately.

Business Response: May 30, 2014

Ms. ***** ********
Complaint ID #:********

Dear Ms.********:

I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).

We handle deposits in accordance with federal guidelines and in keeping with the Funds Availability policy of the Depository Agreement and Disclosures (DAD), which is provided to all accountholders at the inception of their accounts and is available for review on usaa.com. The DAD provides that the FSB will hold the funds for up to seven days from the date of the deposit; however, longer delays may apply to your deposits and the FSB will notify you when the funds will be available.

I understand ****** ******, of our FSB staff, explained to you that the temporary hold placed on your May 8, 2014, deposit was in keeping with the provisions of the DAD. The following day, we sent you a Notice of Hold on Funds, which explained that the funds were placed on a temporary hold due to repeated overdrafts and/or instances of insufficient funds in your checking account within the last six months. The notice also stated that the hold would be released on May 19, 2014, and that the funds would be available the following day. As a courtesy, on May 16, 2014, Mr. ****** verified the funds from your deposit and released the hold; however, future deposits may be subject to our hold policy. All scheduled payments cleared your account and no fees were assessed. Should you have further questions, Mr. ****** remains available to assist you and may be reached at ***** ******** ******* ********* ******

Thank you for allowing us to respond to you.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My concern is with a insurance claim, I had scrape my aluminum wheels and blew out a tire with mis aligning the front end. My issue is with the appraisers claim saying the wheels should be able to be resurface and a new tire will be grinder down to match the others. And all he say is that it should work! My concern is if it don't I will be inconvenience again to have my vehicle returned to the dealer for additional repairs. Mr ********* and *** ****** doesn't understand he issues I have. I will be going on vacation soon with my family and I don't want any issues. 3 to 4 days to try and resurface and paint my wheels and a rent a car. My concern is the thought process and the inconvenience you are putting on myself and family. I could see ***** or ******* doing this type of process, but not USAA. ****** ********

Desired Settlement: I want my vehicle the way it was as if it was new, like the adjuster said it would come back to me. Not resurface and hopefully it work. Bad bussiness.

Business Response: May 30, 2014

******** ***** ***** ****** ********* ***
Complaint ID #:********

Dear Sergeant ********:

I am responding to your submission regarding your May 2, 2014, automobile claim. We strive to provide fair claims handling to our entire membership, and I regret any frustration you experienced.

Thank you for speaking with ******** ****, of our Claims staff, who explained that the decision to initially attempt to repair the wheels was appropriate. 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. As you know, the rear wheel was successfully repaired, and the front wheel was replaced because it was bent in the center. A supplemental payment for the new wheel was issued.

******** ********, I appreciate the opportunity to look into your concerns and to reply to you.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was involved in a car accident on a Tuesday afternoon with a USAA member (insured). I have been making calls to USAA since the day after the accident filing the necessary claim and providing all necessary information. I picked up and faxed a copy of the police report showing that the USAA member was at fault and it is not the Saturday after the accident and the only contact that has been made has been a result of me calling the claims adjuster. After providing all information I was told I would receive a return call which has not happened as of yet. It is Saturday morning and I've called and left messages, spoken to the claims department and transferred to different extensions 4 times to have no resolution. My vehicle is not safe to drive and I cannot do the things necessary to take care of my family....I cannot go to the grocery store, work or to the doctor's to be checked out for the injuries that occurred due to the impact of the accident. The USAA member rear ended both myself and another driver causing my knees to hit my dashboard, lower back pain and neck pain. I am in the Customer Service field and this has to be the worst customer service I've ever received. I will never recommend USAA to anyone that I come in contact with.

Desired Settlement: Resolution of my claim ASAP.

Business Response: May 29, 2014

********** ************
Complaint ID #:********

Dear Ms. ******-*****:

I am responding to your submission regarding your May 6, 2014, automobile insurance claim.

Thank you for discussing the claim with ******* *****, of our Claims staff, and I apologize for the frustration this situation caused for you. Your feedback was shared with our management team as we are continuously looking for ways to improve how we do business. As Mr. ***** explained, we will continue to work diligently with you toward the settlement of your claim. Should you have additional questions or concerns, you may contact Mr. ***** at ***** ******** ******* **************.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: USAA made a decision after the "hack" on ******** issue new cards to the account holders, Including myself however did not take into the considerations of the personal impact this would cause to some of the account holders as blinded as is te ultimate goal was to protect the companies assests and not the personal account holder which is already protected under FDIC protection. Ultimately when I tried to use my card that I refused to transition due to the fact that I use this card for my business and personal affairs USAA went ahead and made the transition with out my approval and caused me not to have access to my funds and cause me now to be two late fees in the amount of 75.00 (rent) and 25.00 (G&E) because I am now having to wait for my new card. Which upsets me that their was no talk in reimbursing me for these charges and or the delay in access to my funds. I was then told it was my fault that I didnt call them after target got hack and got their letter. I feel that my account should not have been changed due to and external issue and that my lack of access to my funds and the ability to pay my bills rest on the shoulders of USAA.

Desired Settlement: For my loses that I have acquired and also the way that I was treated on the phone by them saying that I should have tooken more action and how they have "5 million they serve" and I am just one person who doesnt apparently matter.

Business Response: May 27, 2014

Mr. ******* ***** ******
Complaint ID #:********

Dear Mr. ******:

I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB), and we regret the frustration this situation has caused you.

Thank you for discussing this matter with ****** ****** of our FSB staff. As she explained, our records indicate that the FSB decided to issue you a new debit card in January 2014 in response to an external data breach and that the new card was activated in February 2014. In addition, the FSB sent you notification that the new card would be issued, and multiple purchases were made with the new card between February and April 2014. Therefore, the FSB is not reimbursing the fees you requested. Should you have further questions, Ms. ****** remains available to assist you, and she may be reached at ***** ******** ******, Extension*****.

Please know our goal remains to protect our members’ personal information as well as their assets. The FSB also acts in accordance with our guidelines and with federal regulations. We realize this is not the outcome you were expecting, but we appreciate the opportunity to explain our position.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have asked this company repeatedly to stop calling my phone. They still do this on an almost daily basis and continue to do so when I am at work. Then when I call and confront them about it they wanna argue with me. I have always heard they had great customer service. This has not been my experience. Today when I called I didn't even get an apology. I just went through this with them again on Saturday. Sick and tired of my phone ringing non-stop when I am at work and especially when I have asked them over the phone and via email to not call my phone again.

Desired Settlement: I want an apology from someone in a management position sent to my email stating this won't happen again, or they will lose me as a customer.

Business Response: June 3, 2014

Mr. ******** **** *******
Complaint ID #: ********

Dear Mr. *******:

I am responding to your submission regarding the telephone calls you received, and I apologize for the frustration and inconvenience you experienced and for the conflicting information you received.

We called you in response to the product inquiries you initiated on usaa.com. As you requested, we have stopped calling you, and we have removed your telephone number from our records. In addition, we have updated your account so that marketing materials will not be sent to you. You may receive additional USAA mailings within the next four to six weeks as marketing pieces are usually scheduled and prepared prior to the actual mail dates.

Thank you for allowing us to look into this matter and to respond to you.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: USAA is falsely reporting to ********** I have 3 auto mobile claims. I strictly told USAA I do not want to file a claim. Because of this it has adversely affected my rates with other insurance carriers. USAA keeps telling me they are not charging me this and that about USAA and what their record keeping states but the issue is they posted this information for others to see when I did not want to file a claim. This will adversely affect what I pay in rates for the next 7 years and also put my job and jeopardy. It is not about USAA files and why they report internally but what they are reporting for others to see. If I did not want to file a claim and stated I do not want to file a claim they without my permission continued with it. The dates of the false claims are 02/2014 06/2013 and 12/2010 This is defamation of character and poor business practices. USAA knows by reporting this false information into ********** it will raise my rates in hope I will ultimately stay. Because of this my rate with other carriers have doubled and tripled.

Desired Settlement: I want a written apology and for this information to be removed from **********. The dates of the false claims reports 02/2014 06/2013 12/2010

Business Response: May 30, 2014

Mr. ***** *******
Complaint ID #:********

Dear Mr. *******:

I am responding to your submission regarding the reporting of your automobile claims.

When you reported the December 2010, June 2013, and February 2014 incidents, we sent correspondence to you advising that we had opened claims for those dates of loss. When we did not hear back from you for the December 2010 loss and when you requested to cancel the June 2013 loss, we closed the claims.

On March 7, 2014, you explained that you paid for the damages to your vehicle that resulted from the February 2014 loss and agreed to submit your repair receipts for review for payment. On March 17, 2014, you advised that you did not want to pursue the claim, which we closed at your request. Our records reflect that all three of these claims are considered not at-fault.

We appreciate you speaking with ******** ****, of our Claims staff, about our reporting of these claims. As she explained, the reporting of claims information to the Insurance Services Office, Inc., is an industry practice, and because the claims are valid and were reported by you in accordance with the terms and conditions of your policy, we must respectfully decline your request to remove these claims from our records. However, in order to assist you, we sent you a letter describing your claims history that you can provide to your employer and other carriers. If you have any questions, please contact Ms. **** at ***** ******** ******, Extension*****.

Mr. *******, please know that USAA acts in accordance with reporting guidelines and with our core values of service, loyalty, honesty, and integrity. Thank you for the opportunity to look into your concerns and to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint:********

I am rejecting this response because:

Regards,

***** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: USAA claim delay and poor customer service On 4/1/14 we submitted a 15 day demand for resolution of our diminished value claim. The adjuster contacted us 4/2/14 to explain she was sending additional paperwork. This paperwork was not mailed until 4/12 (verified by the postage stamp on the envelope) which we received on 4/14. The paperwork is asking for information USAA has access to...the VIN, loss history, etc. Despite USAA purposefully delaying settlement and completely ignoring our demand for settlement, we submitted this information to USAA in an effort to amicably settle this matter. This was followed by a phone call to the adjuster as well. To date we have no return calls from the adjuster. Furthermore, the adjuster has made no effort to settle my bodily injury claim. We feel this is not only a disservice to their insured as they are exposing their insured to a potential lawsuit, but also to my husband and I who have been USAA members for well over a decade. This is not the type of customer service we expected from USAA. I am filing this complaint in an effort to get some kind of resolution to this matter before we have to proceed with litigation against USAA and their insured.

Desired Settlement: $3405.00 for diminished value on the vehicle. Rationale for this settlement figure was sent to the adjuster on 4/1/14.

Business Response: May 23, 2014 

Mrs. ******* ***************

Complaint ID #:********

Dear Mrs. ******-********:

I am responding to your submission regarding your automobile insurance claim.

Our records confirm that you filed an inquiry with the Florida Department of Financial Services. We will respond to the Florida Department of Financial Services accordingly.

Thank you for the opportunity to reply.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 1/24/2014 I called USAA to ask about coverage for jewelry in our home. We were making sure we had all our ducks in a row since we had workmen in our home doing construction. I also called about umbrella coverage and set that up. I explained to the representative the extent of the jewelry we had (i.e. value of each item) and the coverage we were seeking. She explained the additional policies available. However, she misinformed me by stating that our jewelry, i.e., the items I had outlined to her, were covered under our homeowner's policy. She continued by stating that the ONLY difference with the additional coverage that she had outlined for me was that there would be no deductible and the items would be covered if they were lost. This was incorrect information as only a small fraction of our jewelry was covered under a policy. Having not been given incorrect information I was unable to make an informed decision. On 3/12/2014, our home was broken into and ALL of our jewelry was robbed. When I called USAA to report the loss they told me that my policy limitation was $1,500 for theft. They interviewed the rep with whom I spoke and she states that (after having spoken with hundreds of individuals since our conversation and based on limited notes) that I didn't mention theft and that my jewelry was covered on the policy for fire. That is absolutely not true. I specifically called and inquired about theft! USAA claims that their representatives are not required to disclose the limitations of the policy, but are they allowed to misrepresent them? They also claim that we had access to the full policy when it was written, but nowhere in my files or records is this the case. We never received a hardcopy of the policy stating the limitations NOR was it EVER posted online. They claim that it was and I was notified when it was removed from the system. However, I have EVERY, SINGLE email correspondence that USAA sent me and it was NEVER, EVER posted and I was never, ever informed of it being removed from the system because it was never there!! We are switching companies, but want to document this as a complaint against them. They have no customer service continuity and you are at the mercy of the representative who takes your call and whether or not they choose to provide you with all of the information.

Desired Settlement: I would like USAA to admit their fault and act as an advocate for their customers. I would like our jewelry theft to be covered as their representative said it would be.

Business Response: May 8, 2014

Mrs. **** **** ****
Complaint ID #: ********

Dear Mrs. ****:

I am responding to your submission regarding your homeowners insurance claim, and I regret any frustration this matter caused you. Our representatives are expected to be courteous and informative at all times, and we strive to provide fair claims handling to our entire membership.

A thorough review of your situation was completed; however, no new information was discovered to warrant a change in our coverage decision. 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. ****** ****, of our Underwriting staff, was unable to reach you by telephone. If you have further questions, Ms. **** remains available to assist you.

Thank you for allowing us to reply to you.

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:

****** **** called me once.  When I called her back, I left a message and never heard back from her- how about returning my call?  How does that translate as someone trying to get in touch with someone? Once again, USAA's definition of customer service and accountability are showcased as lacking.  By the way, her voicemail recording said she would be out of the office indefinitely!

In terms of having a copy of my policy, as I stated, it was never posted on our account.  It was probably never generated.  Since this incident, I was first told that it was mailed to me and posted online.  Then someone else said it was never mailed to me, but was posted online.  Then I was told that I was notified before it was removed from the system.  Now I have had to make multiple requests for a copy before I actually received one!  Get your story straight.

I also went through the steps to post a review of USAA's homeowners insurance on their website and was told that I would receive notification when it was posted.  Guess what, I was never notified and it was never posted.  This also goes to show you that they screen negative reviews and don't end up posted many of them.  So when you go to their website to view member reviews, keep in mind that you are not getting an accurate, comprehensive picture of what is actually going on.

How about some consistency in the customer experience?  That's also something they are not able to offer.  We have a friend whose 10K watch was stolen from their home.  They had never called to get quotes for coverage and USAA was willing to backdate a policy for them!  I called and was given incorrect information by one of their representatives- a service failure.  How can you say items we discussed are covered by our policy when they aren't?  

My husband and I are Ivy League educated, we are capable of understanding policy limits and intricacies.  However, we are also trusting and when we call to speak with a representative of a company for whom we are "valued" customers, we expect to be given accurate, comprehensive information that we can use to make informed decisions.  We also expect to be treated fairly and for a company to take responsibility for a service failure on their part.  If you have the same expectations of a company whom you will need to rely on in a time of need, seek coverage elsewhere.

Regards,

**** **** ****

Business Response: May 23, 2014

Mrs. **** **** ****

Complaint ID #: ********

Dear Mrs. ****:

I am responding to your second submission regarding your homeowners insurance claim.  

Thank you for discussing this matter with ****** **** of our Underwriting staff.  While we recognize that you disagree, we feel confident that this situation was handled
appropriately.  

I appreciate the opportunity to review your concerns again.

Sincerely,

**** *****

Consumer Response: Complaint: ********

I am rejecting this response because:

I was able to confirm with ****** **** in underwriting that the complete policy that details the limitations of our coverage was never sent to us.  She also confirmed that it is USAA's legal responsibility to send the policy to each client.  They initially lied in stating that they have evidence of me opening the policy- I was able to confirm with ****** **** that it was just the policy renewal which only has the declaration page which doesn't state coverage limitations.  We were given incorrect information by one of their representatives when we called specifically to increase our coverage for specific items and as a result were unable to make an informed decision on coverage.  Their handling of this matter was purely to protect their bottom line in the short term.  If they had advocated for us and admitted improper handling of our insurance from start to finish we would have stayed as clients and increased our coverage limitations accordingly, which in the long run would have more than paid for the claim.  Good riddance to a bad company.

Regards,

**** **** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vehicle was hit 3 March 2012, I activated my insurance. Had issues with USAA initially, I filed a complaint with BBB shortly after. The first body repair shop failed to repair the vehicle, USAA had me take the car to the local dealership for repairs. In the last year and a half I have contacted USAA expressing my dissatisfaction with the lack of attention given to the continuing problems that started when the vehicle was hit. I have complained to USAA about the dangers of driving a vehicle that loses power steering control and pulls the vehicle to the right violently. Another issue is the check engine light that stays on, and loss of cruise control. I had the vehicle evaluated by an independent shop that specializes in my particular vehicle and was informed that the damage that occurred to my vehicles turbo is what is causing the light to come on. The other problem that has not been fixed since the accident is a grinding noise that can be heard when making a u-turn or turning in reverse. My vehicles turbo fialed and started spewing white smoke about two weeks ago, I had already been in contact with USAA about the issues that were starting up again. The vehicle has been at the dealership being evaluated, the end conclusion is they will fix the power steering pump, not the turbo. Lack of oil is the reason I was given. USAA is claiming that lack of oil the reason for the check engine light/turbo damage, I disagree with them, I complained countless times to USAA that the vehicle was unsafe to drive. This is my only means of transportation, I am a full time student, and I drive 100+ miles to and from school everyday, since the day of the accident I have had to take the vehicle back and forth to address concerns, one major concern is that I drive my family in this vehicle and the youngest is five years old. Not only am I concerned for my and my families safety but the public as well.

Desired Settlement: I want USAA to agree to reimburse me for all repairs and for the rental vehicle I had to rent. I am being forced by USAA to pay for repairs in order to get the vehicle back and be able to use it for school and transport the family to school and work.

Business Response: May 21, 2014

********* ******** **** ****** ******** **** ******
Complaint ID #:********

Dear***************:

I am responding to your submission regarding your March 3, 2012, auto claim, and I regret the dissatisfaction you experienced.

Thank you for speaking with **************, of our staff, who explained that the damage to your engine was determined to be unrelated to the accident that occurred more than two years ago and that we are unable to reimburse you for the repair or the rental vehicle. As you requested, we sent you a letter advising you of this.

I appreciate the opportunity to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We are processing a VA loan with USAA to purchase a home. All administration, credit and inspection tasks have been completed. We are simply waiting for USAA and the Veterans Administration to confirm my service eligibility. I sent in my discharge paperwork and certificates. USAA waited several days to forward these to the VA and forwarded them incomplete. Our loan officer refuses to answer our e-mails and phone calls providing information on our status. We have talked to a supervisor as well. They claimed at one point it was a VA delay but they waited days to upload our info to the VA system and have been completely unresponsive. We were told to 'go with the flo'. I have full email documentation of these events. We gave notice on our rental property and the home seller is threatening to back the deal. This will leave us without a home.

Desired Settlement: 1. Respond to our emails and phone calls 2. Respond to our requests for communication with our seller 3. Process our form for resolution or advise us on how to do so

Business Response: May 20, 2014

Mr* ***** **** ********
Complaint ID #:********

Dear Mr. ********:

I am responding to your submission regarding your application for a VA mortgage loan with the USAA Federal Savings Bank (FSB).

I apologize for any frustration you experienced during the processing of your mortgage loan as we strive to provide quality service to our entire membership. Our records reflect that on March 13, 2014, you applied for a VA mortgage loan with the FSB with a tentative closing date of April 25, 2014. You were notified early during the process that your Certificate of Eligibility for Loan Guaranty Benefits (COE) was needed. After you provided a copy of your NGB 22, there were multiple calls and emails sent to the VA requesting to expedite your COE; however, the FSB was advised that it could take up to 30 days before the request was processed. I was pleased to learn that after the FSB received your COE on May 6, 2014, you were able to close on your loan on May 12, 2014. Please be advised that your experience was shared with our management team to learn from what occurred. If you have additional questions concerning this matter, ****************, of our FSB staff, is available to assist you and can be reached at ***** ******** ******, Extension*****.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I was involved in an automobile collision in 8/2012. During this time, I filed and insurance claim to have my car repaired like on normally would do. I did not get my car back from the repair shop until 12/2012, a total of 4 months. The total cost of the repair was between $27k-$28k for a car with a base model pricing of $25k (my model cost $32k). Since having the car repaired from the first accident, I have had to return to the dealership multiple times for service, often having to go to a different dealership as the one that repaired my car is not very helpful. To date this is what I have had to go to the Dealership for:Keyless Entry FailureAutomatic Locks Failure2x Water pump failureAFS Light system failure x 3Now why am I writing this complaint now? On 4/25/2014, my car broke down after working a 12 hour shift in the busiest Emergency Department in the State of ******. This occurred roughly at 00:00am on 4/26 and I was on the side of the freeway till 1:30am waiting for the tow truck. Furthermore, I was required to pay the storage fee for my car as my insurance would not cover the tow to my house (which is only a few miles further than the dealership). I have yet to get my car back or receive any word from the dealership, but when my car broke down, the car was acting very abnormal (headlights flashing, engine revving to red line, car turning off and on, brake pedal not responding, instrument cluster flashing every warning light) resulting in extremely unsafe driving conditions. Couple this with breaking down on the side of the freeway with a very narrow shoulder at midnight on a Saturday, this was very dangerous.This is unacceptable. If this were a family member of a USAA employee, they would have ensured that their vehicle was repaired to 100% factory conditions, and if these problems continued, further action would be taken to remedy the problem. In my case, I have been cast a side and treated with disrespect not representative of the service that my family provided for the USA.

Desired Settlement: I would like this car to be totaled out. The original car cost was $32k, with a repair representing greater than 85% of the cars value at the time of the collision. Furthermore, with the constant repairs and visits to the dealership, and this latest extreme vehicle malfunction, This car needs to be totaled as it should have been when the accident first occurred. Please honor the code of ethics and the mission statement in which USAA preaches and resolve this issue immediately. Thank you, ******.

Business Response: May 20, 2014

Mr. ****** ******* **** ***
Complaint ID #:******** 

Dear Mr. ****:

I am responding to your submission regarding your August 15, 2012, automobile claim.

A review of your claim shows that on August 17, 2012, a repair estimate of $13,445.58 was written for the collision damage to your vehicle that was visible at the time of the inspection. Your repair shop of choice later submitted supplemental estimates for damage that was discovered during the repair process. Subsequently, we issued additional payments for those repairs.

I understand that *********** **** and ***** ******, of our Claims staff, met with you on May 14, 2014, and explained the factors that are used to determine if a vehicle is repairable. As they advised, we remain confident that your vehicle is not a total loss. In addition, USAA was advised by your repair shop that your vehicle was returned to you on May, 17, 2014. If you have any further questions, Mr. ****** remains available to assist you and may be reached at ***** *********

Thank you for allowing us to review this matter and to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 2/28/14USAA Corporate Office RE: Homeowner's insurance claim #*********-**********been waiting since 2/20/14 for usaa adjuster and disaster team to make repairs to my home and garage that was damaged by storms2/20. Both of my roof's were damaged and pouring water on my personal properety in my home and garage. I called usaa rep' ***** **** ******** *** ***** and she said disaster repair people would come the same evening and an adjuster on Sat 2/22/14. But around 6:30pm someone named **** left a phone message saying they weren't able to come on the night of 2/20/14. Then the next day, Saturday at 8:00am I received a call from usaa adjuster Mr. ******** ************ saying he couldn't come that Sat 2/22/14 morning because usaa canceled the job for him to come to my house. I'm confused, and afraid because if it starts to rain again I will have more flooding and property damage. My home, property and garage has at least 4 affected damage areas from the 2/20/14 storms. I've also spoken to usaa rep' ***** at ext ***** who promised to send an adjuster and repair people out to my house. In addition, I spoke to **** and ***** ****** *** ******** and ************ which seemed to be a waste of time because **** said "usaa won't pay for my property damage." This was ludacris what **** said-I'm a disabled veteran and the veteran's home loan guarantee department folks inspected, appraised, and paid for my house on my behalf all was fine. I have at least 150 inspection & appraisal pages from the dept., of va affairs that state my home is in excellent condition upon my purchase June 2013. Furthermore, I've paid a full year homeowner's insurance with usaa in June 2013 too. At this point I'm seeking legal action for damage, repairs and payments- to my house, personal property, and garage due to recent inclement weather which is stated as "coverage in my usaa home owner's insurance policy." I will contact FEMA and the Insurance Commisioner for the State of IL and the insurance commisioner for usaa corporate office etc. There was a guy named *** from usaa who came to my house briefly when I wasn't there on 2/24/14 and said usaa has to send a separate adjuster out for my personal property damages. I saw *** when I drove up to my home at 6pm from work and another guy who came just put some 2 bags of rock salt on a small part of my roof and said they would be back but never came back and no repairs were completed. I called *** & this guy the next day at ************ but their boss ***** said they had to go out of town. ***** sent me a letter and also mentioned if I needed to get outside contractors out to my home to make repairs to do so and give them my usaa claim number-so I will. I have the following storm damages:*my house roof is leaking and water was pouring in thru the back door to my house then down hallway and steps, into my basement.*water leakage came in 3 parts of my basement which damage 3 of my speakers in the basement which costs $350-$400 each.*my hotpoint dryer under the basement steps was damaged by water.*my desktop computer in basement was damaged by water.*I had about 4 curling hair irons in the basement that was damaged along with a 12 roll pack of paper towels.*my basement steps, hallway floor tile, in my house have water damage.*I have areas in my basement that has water damage to the walls & floor paint etc. *1 of my front porch steps was damaged from the storm.*4-5 gutters around my house and garage has damaged from the storm.*my garage inside roof is leaking water since the storm and I had lots of water on one side of my garage.*1 pair of my timberland snow boots has water damage.(I have receipts and serial numbers items above when needed)

Desired Settlement: 3/66/14 on 2/20/14 my home has water storm damage to my roof, garage roof, & personal property. I called my insurance co., usaa/***** *******-**** that night about 6pm asking for immediate help to stop water pouring into my home & garage from holes in my roof by storm. usaa rep' ***** at ext ***** said over the phone that a disaster response team would come to my home & put a temporary tarp & patch up any holes in my home/garage roof's but no one from usaa ever came. two days later on sat 2/22/14 after calling usaa several times. a guy-steve from disaster solutions called me & sent his worker about 10am to assist me at my home with the damage. steve's worker used a bag of my salt to put on a section of my home roof to melt some snow then he said he would be back the next day sunday 2/23/14 to put up tarp's etc., on my roof where water had leaked in from the storm. but on sun 2/23/14-***** nor his worker came back to my house to finish the work/put an

Business Response: April 3, 2014

Ms. ****** ******* ***** ******

Complaint ID #: *******

Dear Ms. ***** ******:

I am responding to your submission regarding your February 20, 2014, homeowners claim.

Our records confirm that you filed an inquiry with the Illinois Department of Insurance.  We will respond to the Illinois Department of
Insurance accordingly.

Thank you for the opportunity to reply.

Sincerely,

***** ******

Consumer Response: Complaint: *******

I am rejecting this response because: usaa has to pay & repair for all damages to my home garage and personal property and pay me for the loss of my personal property including pay-disaster solutions but not out of my homeowners insurance policy who came to my home on 2/22/24 and made no repairs but wrote up a fraudulent bill for $275. usaa & the il insurance commissioner has been notified pending legal action.

Regards,

****** ***********

Business Response: April 28, 2014

Ms. ****** ******* ***** ******
Complaint ID #: *******

Dear Ms. ***** ******:

I am responding to your second submission regarding your February 20, 2014, homeowners claim.

We responded to the Illinois Department of Insurance on April 22, 2014, and explained that we are awaiting the engineer’s report to confirm the cause of loss and determine what coverage, if any, will apply. Disaster Solutions corrected their initial bill and agreed to waive the charges. They will send you an updated statement showing a zero balance.

We appreciate the opportunity to review your concerns again.

Sincerely,

***** ******

Consumer Response: Complaint: *******

I am rejecting this response because: usaa , since 2/20/14 has neglecting storm damages to my home, garage, and personal property under my insurance policy
and guidelines-after I fully paid for usaa homeowner's insurance policy since 6/2013. then usaa willing sent out a fraudulent company to assist which cause more problems.
at this point I can't trust anything from usaa even their so-called engineer's report. I have also turned this matter over to the state insurance commission and the district attorney general's office for review and reimbursement.   
Regards,

****** ***********

Business Response: May 21, 2014

Ms. ****** ******* ***** ******

Complaint ID #: *******

Dear Ms. ***** ******:

I am responding to your third submission regarding your February 20, 2014, homeowners claim.

As you know, the engineer’s report confirmed there was no evidence of storm-related water intrusion or leaks.  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.

Sincerely,

***** ******

Consumer Response: Complaint: *******

I am rejecting this response because: Every so called worker usaa has sent to my home since 2/22/14 has been a fraud. Usaa is not a reputable or trustworthy company. I swill never do business with them again especially as a veteran. The matter is now a legal matter as I pursue fraud and legal compensation for losses concerning storm damages since 2/20/14 including my full  refund of $921.00 for insurance. Usaa originally sent a fraudulent response team to my home called disaster solutions back on 2/222/14 -which their workers showed up 2 days late to my house then tried to charge me for work never completed. The dept., of veterans affairs and fema will also be notified because usaa tries to solicit veterans for insurance purpose but then again usaa has phony fraud inspectors they pay off to write up illegal reports to clients who have insurance claims. I will never recommend usaa to anyone or my constituents. Their CEO will also be notified.

Regards,

****** *********** 5/27/14 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: USAA is allowing some members who are not FULL members to use the deposit at home or mobile feature. I was told by a representative that this was a curtsy that was given to some non full members due to a email that went out to them by error. I feel that this is very unfair to other none full members who can not have access to that feature because of not being full members and not getting the error email. Yet others who are not full members can have access to a common feature most banks offer to everyone. If one none full member can have access all should have access people who did not get the error email are being penalized.

Desired Settlement: Give access to online or mobile deposit.

Business Response: May 16, 2014

Mr.***** *******
Complaint ID #:******** 

Dear Mr.*******:

I am responding to your submission regarding access to the Deposit@Home® and Deposit@Mobile® services offered by the USAA Federal Savings Bank (FSB).

In June 2013, USAA sent emails informing members that they were eligible for Deposit@Home/Mobile services. Unfortunately, some members that received the email did not qualify. As an exception, USAA honored access to the services only to those members who met the qualifications based on their account history with the FSB. Thank you for speaking with***** ********, of our FSB staff, who discussed your concerns in detail. As she explained, if you had received the email from USAA, access to the services would not have been granted due to your account behavior with the FSB. I was pleased to learn that Ms.******** explained other deposit options available for you.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

To use USAA Deposit@Home® and Deposit@Mobile®, you must be eligible for USAA auto or property insurance and meet other qualifications based on your account history with USAA Bank. Deposits may not be available for immediate withdrawal.

Business Response: May 16, 2014

Mr. ***** *******
Complaint ID #:********

Dear Mr.*******:

I am responding to your submission regarding access to the Deposit@Home® and Deposit@Mobile® services offered by the USAA Federal Savings Bank (FSB).

In June 2013, USAA sent emails informing members that they were eligible for Deposit@Home/Mobile services. Unfortunately, some members that received the email did not qualify. As an exception, USAA honored access to the services only to those members who met the qualifications based on their account history with the FSB. Thank you for speaking with ***** ********, of our FSB staff, who discussed your concerns in detail. As she explained, if you had received the email from USAA, access to the services would not have been granted due to your account behavior with the FSB. I was pleased to learn that Ms. ******** explained other deposit options available for you.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

To use USAA Deposit@Home® and Deposit@Mobile®, you must be eligible for USAA auto or property insurance and meet other qualifications based on your account history with USAA Bank. Deposits may not be available for immediate withdrawal.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called USAA to get a personal loan modified . I filled out an application and was accepted . The loan that was modified was originally for $600 a month. The representative told me by phone that my payment was modified to 239.47 a month. She said the paperwork would be uploaded to my account to be signed and faxed back . After getting the paperwork I reviewed the payment which was for $239.47 stating it was due on the 28 of the month starting in February till the loan was paid off. I signed the paperwork and faxed it back to the bank and expected everything to be good but that was not the case. The new loan terms were not updated and continued to take out 300 twice a month till I noticed the error after my bank account at another bank was depleted down zero. I made several phone calls to customer service and the MAP team at USAA telling them the loan payments were still be drafted 2 month and for more than what my loan agreement was for. I was told they do see an error on the account and would forward it on to the section that fixes technical issues. I stated would I receive my money that was needed to pay bill back that was taken from my account ? The rep stated USAA does not give money back. " I was then forward back to the MAP team and told to leave a message with manager and he would return my phone call. I never once received any phone call back from USAA since I begin calling about the matter . I was told on 5./10 by a rep that they noted that in the notes for my account it says the MAPS team had tried to contact me several times and that is a flat lie. My number has been the same for years. My contact information has never changed. I have never once been told what was wrong with my loan. I called two weeks ago and tried to get this loan fixed. I let the rep know that this loan is still billing me twice and my loan agreement is for 239.47 a month. She placed me on hold for like 30 minutes and then said the section I needed to talk to was not available but someone would call back. She then said from what she gathered my loan agreement I signed and agreed to was a payment for I have been transferred from one section to the next, given the run around and placed on hold every time I called with not answer or help. I was told that my loan agreement was for $478.94 a month Friday May 9th when I called . I stated " I did not sign anything stating that information and I need to see that. Upon calling May 12th I was transferred to another loan section who tried to help me. I was on hold for 30 minutes while the rep spoke with someone on the maps team. I was then transferred back to the same section . I was told my loan was set up semi monthly for 239.47 . Which I said why does my agreement not state that? I was told I would have to speak with a manger and told one would return my call . I received a phone call from Mr ********* 5/12 say they were very sorry for the confusion and that my loan contract was written in error. The contract was written by a new employee and should not have ever been sent to me. They apologized for the error. USAA has caused me nothing but stress and sleepless nights since I went to them for help. I only wanted to pay my 239.47 once a month to get myself back on track after being out of work almost half of last year. I wanted some help but only received a nightmare . Now they are trying to tell me that can't honor the paperwork they sent me and I signed . They are breeching a contract ! I plan to get a lawyer and fight this if this contract is not honored. I was a victim for far two long. I took out money from my 401k to stay current on this loan. This night mare is messing with my employment and I cant afford to pay anything but what I signed for.

Desired Settlement: I want USAA to admit honor the agreement I signed .

Business Response:



May 23, 2014

 

Ms. ****** ******

Complaint ID #: ********

 

Dear Ms. ******:

 

I am responding to your submission regarding your loan modification.

 

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,

 

**** *****

Consumer Response: Better Business Bureau:

The Bank called me bank Secretary of the CEO called me back last week to let me know that she was looking into my complaint. They said they would honor the contract sent out to me and reimburse me the double payments made from the start of the loan modification.  I received a call from the section in charge of making the loan modification and was told that the loan contract would be honored and I would receive my over payments back into my account in a few day.  I was told that my loan update in the system and returned funds will take a few day. 

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In August of 2011 I agreed to sell my vehicle to ******** **********. She subsequently wrecked my vehicle resulting in over $10,000 in damages. At the time of the accident she claimed her boyfriend was driving. If he was driving then the vehicle was stolen as I did not authorize him to drive it. And if she was driving she filed a fraudulent police report by stating that he was driving. After the accident she refused to buy the vehicle as agreed. I notified USAA and they did not seem to care. Due to the damage she caused, I could not sell the truck and ended up giving it up for voluntary repossession after losing my job. USAA paid Ms. **********'s boyfriend's insurance claim and now I am left owing USAA $11,000 for the vehicle.

Desired Settlement: I request USAA to go after Ms. ********** and her boyfriend (now husband) for filing a false insurance claim as they caused this situation and I am the unfortunate victim. Had USAA not allowed them to file the claim I could have sued her for breach of contract.

Business Response: May 14, 2014

Mr. ***** ******
Complaint ID #:********

Dear Mr.******:

I am responding to your submission regarding the September 2, 2011, automobile claim.

We are obligated to investigate the losses that are reported to us and to settle the claims for which we are legally liable. We thoroughly reviewed your claim and determined that it was settled appropriately. I understand that ****** *******, of our Claims staff, spoke with you about this matter in detail and explained why coverage was provided for this loss. During the conversation, you indicated that Ms. ********** paid for the damages to your vehicle and that the vehicle had been repaired.

Mr.******, while we realize that this is not the outcome you were hoping for, we appreciate the opportunity to clarify our position.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was working on 3/25/2014 and while my car was parked in the parking lot, was struck by **** *******, insured by USAA. I received ****** ********* information and filed the claim the next day. Immediately after leaving for the night I noticed my car was operating differently. My check engine or traction control light came on multiple times and when accelerating my car was very shaky and seemed to be either stalling or slipping. My car was not having these issues before the collision. I then received a call and had a conversation with ******** ******** ******** ******** and ******** ********* Company ************ **** ****** on 4/7/2014 and he explained that his specialists investigated the claim and stated the internal damage is not related to the collision. I then contacted ******* at ******* **** and she stated that no one has looked at my vehicle besides the ******* **** Reps. The issue with this particular case is USAA has not investigated this in depth to determine the actual cause of my damage. My main concern is that i need my vehicle back in the same condition it was before the collision.

Desired Settlement: I NEED MY VEHICLE BACK IN THE SAME CONDITION IT WAS BEFORE THE COLLISION.

Business Response: April 24, 2014

Mr. **** ***** *****
Complaint ID #:********

Dear Mr. *****:

I am responding to your submission regarding your March 25, 2014, auto claim.

After a review of your claim and the damages to your vehicle, it was determined the mechanical issues were unrelated to this loss. Thank you for discussing the matter with ****** ******* of our Claims staff. I understand you advised Ms.******* that the mechanical issues were resolved after the completion of vehicle maintenance that was unrelated to the loss. Should you have any further questions, Ms.******* remains available to assist you.

We regret any inconvenience you experienced, and we appreciate the opportunity to review your concerns and to respond to you.

Sincerely,

***** ******

Consumer Response: Complaint: ********

I am rejecting this response because:

I did speak with Ms. ******* and she explained that the way my claim was handled reflected poorly on the agent who handled it. I still do not have a resolution on the body damage. I was told I was going to receive a payment.

Regards,


**** *****

Business Response: May 20, 2014

Mr. **** ***** *****
Complaint ID #: ********

Dear Mr. *****:

I am responding to your second submission regarding your March 25, 2014, auto claim.

Our records reflect that we submitted a $****** payment directly to the repair shop for repairs to your vehicle. Because you chose to use a different repair facility, a check for $****** was issued to you on April 28, 2014, and mailed to the address you provided.

Thank you for the opportunity to review your concerns again.

Sincerely,

***** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Although this his has been resolved, I still have feedback in the handling of this business matter. This should have never reached a point where I had to escalate this matter to the BBB. I am thankful it exists for these reasons. This was a bad judgment call starting with the adjustor. He was rude, and did not seem to care about investigating my accident, rather assumed the body shop knew the correct answer. He did not return my calls, and by the way his voicemail says he is available until 16:30, but his phone goes straight to voicemail after 16:00. When asked to speak to his manager his response was, "they are just going to tell you the same thing I am."  To make it worse, a check was issued to the body shop before my approval and deposited at the body shop.  I had to wait until the shop returned payment to get my payment, and had to call to find this out. I think my opinion was highly disregarded because I am not the insured

Hopefully this will be viewed as good feedback. Based on this experience I would not reccommend USAA for any type of insurance needs, unless you want bare minimum customer service, rude adjustors, and have to do their job for them on a claim. In comparison, all I have to do with ******** is make one phone call, and my claim is taken care of. USAA should strive for that too. 

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got a brand new leased car last april 2013. During the transaction, my salesman told USAA exactly what coverage I needed. I let usaa put the coverage on and was told that from here on our the dealership handles everything else. On 4/11/14 i was involved in an accident. I went on usaa.com to submit my claim to find out that a week prior, without my knowledge. they dropped my coverage which isn't even allowed on a leased/financed vehicle. Usaa said that it was because I did not get a "pre inspection" on my car which by nys law is required on USED vehicles. Not new. Then they proceeded to tell me that they at least needed a lease agreeement proof that the car was new. According to the law, this is done by DMV or the dealer. Not the customer. USAA also never contacted me about this. Per the law, someone has FIVE days to get this info to the insurance company...if this is not done the insurance company needs to CONTACT the customer, tell them they need it done or coverage gets suspended. If USAA needed documents, they should have contacted me a YEAR ago....but they didnt. They waited until march 2014 to drop my coverage and now might not pay for my car, when I've been paying for full comp and collision on a car for a year that is legally registered, and inspected.

Desired Settlement: USAA should honor my full comp and collison because I am not at fault here. They never made contact with me and were not even supposed to change my coverage off of full C/C because it's a LEASE. I have paid a year of full coverage and as of 3/22/14 to 9/22/14 it says full comp and collision!

Business Response: May 13, 2014

Ms. ******** ** *****
Complaint ID #:********

Dear Ms. *****:

I am responding to your submission regarding your automobile policy and your April 11, 2014, automobile claim. I regret any inconvenience this situation caused you, and I appreciate the time you took to bring this matter to our attention.

We thoroughly reviewed your account and determined that your comprehensive and collision coverage would be reinstated. As a result, coverage was provided for the April 11, 2014, loss, and I understand that a payment was issued for the damages to your vehicle. We appreciate you speaking with members of our staff about your concerns and about the information needed to ensure the continuance of comprehensive and collision coverage on your policy.

Ms. *****, please know that member service remains our top priority. Thank you for allowing us to respond to you.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In the beginning of July 2013 when I was deployed, my house was broken into. Besides the front door being cut through and damages to the furniture, many of the items went missing. I filed an insurance claim and everything was going smooth, then the adjusters changed. I began to gather and submitting the documents that were required for USAA to process the claim. Some of the items I have purchased, I no longer had the receipts for, and so the adjuster asked me to submit the bank and credit card statements, which I did. The adjuster also asked me to contact me ex-roommate and have him do a recording statement. After completing the task I received a phone call from the adjuster saying that the statement was not recorded, I contacted my ex-roommate again and he said that he did another recorder statement. I attempted to contact the adjuster and ask him if the statement was received, but I did not get a response back. I attempted to contact him twice online and called in, left a voice mail and still did not receive a response. After that I contacted main USAA customer service line and the representative told me that the claim has been closed due to the fact that I have failed to provide required documentation. However, all the documentation and the police report that adjuster asked me to submit, was uploaded online, and the recording statement that was needed also has been completed. After all the documentation was submitted the adjuster stopped responding and closed the case. It has been 9 months since the break in, I have taken the pictures of the damage before making repairs, but the claim has not went through and has been closed by the adjuster.

Desired Settlement: I would like this issue to be resolved before May 7th because I am due to leave for training, at which point the house I am currently in will be put up for rent. I am requesting that the insurance company replaces the cost of the damages and the items that were stolen.

Business Response: May 8, 2014

***** ******** ***** ** *********** ****
Complaint ID #:******** 

Dear ******** **********:

I am responding to your submission regarding your July 3, 2013, homeowners claim.

Thank you for discussing this matter with ****** ******, of our Claims staff, who expressed our regrets for the delays you experienced. As she explained, we will work with you to bring your claim to an appropriate resolution.

I appreciate the opportunity to reply to you.

Sincerely,
***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My parents opened a Youth Savings account for my children around Christmas time at their local USAA branch in ***** ********. The explained they wanted myself and them to be able to deposit monies into the accounts whenever we would like. Shortly after I started to receive bank cards with my name and then one with my children's names on them. When I called to ask why I got cards with my name on them they told me that it was because the accounts were setup so that I was able to take money out of the account. I explained that's not the way the account was supposed to be setup. The kids were only supposed to get ATM cards, I was only able to deposit money. She apologized and said the accounts were setup incorrectly and that they would need to be closed and reset-up and new cards would need to be sent out. They set the accounts up again. I received a new card for my daughter in the mail and waited for about a week for one for my son. When I didn't get one for my son I called and USAA rep told me that the card was mailed and if I didn't get it a few more days to call back and that they would express mail me a new one. I waited approx a week and still no card. When I called the rep told me that a card was never generated. I was livid that I was not told that the last time I called. They sent me a new card overnight. Weeks later I get a letter from USAA stating that I had an address change from the post office. Confused I called and questioned why I was getting letters regarding an address change. The address was setup originally and I was already getting mail at the *** ****** ***. The rep told me that the children's address was *** ********* *** I again was furious that USAA was messing with the accounts. How could they continue to get the address wrong when I gave them the address on numerous occasions when I called, gave them the address when the cards were sent and when the accounts were setup? How could they get the address switched to an address that we have not lived at since 2005? With no real explanation, they changed the addresses. Next I receive a Signature Card form for both kids in the mail. These are the signature cards I was supposed to receive a week after opening the accounts. I sign the top 2 lines and mail them back. A little while later I receive another signature card in the mail but only get one for my daughter. I called to find out why I was getting another one and was told that I needed all 3 signatures of the people listed on the form. I stated I was not told that and questioned why I didn't get one for my son. They told me that another one wasn't sent for him for some reason, just my daughter, but another one would be needed for him too. They said I should get one within 7-10 days, that was on 4/2. I called back approx 4/8 and they said that it was just sent give it some more time. I called back 4/17 and the girl *** said the form was never generated. I asked for a supervisor. Got transferred to ******* in Executive Resolutions. She said the other rep was wrong the form was generated, she was going to send me the Signature Card via digital forms. I checked my forms and there was a signature card, but it was the wrong signature card. It was a card trying to add me to the account. I'm already on the account. I called back, and refused to speak to customer service or Executive resolutions. Requested to speak to Executive Resolutions supervisor. I was transferred to ******* who stated she was a Bank Manager and I asked if she was above Executive Solutions, was their supervisor? She said yes. She checked into why the signature card was the wrong one and said the previous rep said the other rep had sent the wrong one and the previous rep had just now sent me another one. She had me check again my documents and the other card was gone and a correct card was on file. She stated the rep had sent it to archives, that's why it was no longer there.

Desired Settlement: I am very frustrated that USAA has constantly been able to mess up with these 2 accounts. I am very angry that I call and get incorrect information from the representatives. I have had nothing but continuous issues since November when the accounts were opened, paired with angry phone calls. Some serious looking into USAA's customer service and system needs to occur. I am so frustrated I am at the point that I am just about to close the accounts and try another bank.

Business Response: May 8, 2014

Mrs. ******** *****
Complaint ID #:********

Dear Mrs. *****:

I am responding to your submission regarding your children’s Youth Savings Accounts with the USAA Federal Savings Bank (FSB), and I apologize for the frustration and inconvenience this matter caused you and your family.

Thank you for speaking with ****** ****** of our FSB staff. I hope you found the conversation responsive to your concerns. Please know that your feedback was shared with our management team. If you have any further questions, Ms. ****** remains available to assist you and can be reached at ***** ******** ******* ********* ******

I appreciate the opportunity to reply to you.

Sincerely,
***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/16/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I recently had a drain pipe issue in my house , it was leaking water onto my frist floor roof from the upstairs bathroom. I have been a maintance supervisor at a well know hotel brand and have had to do this kind of work and have had estimates done for this sort of thing. I also have a friend that works at another insurance company and when we did seperate estimates he came up with 2200 and I came up with 1980; however USAA's estimate came in at 780 something. Considering our deductable was 1000 I think they are trying to get out of doing anything and are not delivering on what they promise.

Desired Settlement: I believe they should refund us for 75% of all homeowners paid this year considering all we were getting from them was a piece of paper saying we were insured. They do not deliver therefore I should not pay.

Business Response: May 6, 2014

Mr. ***** ***** ************* 
Complaint ID #:********

Dear Mr. *************:

I am responding to your submission regarding your homeowners insurance claim. We strive to provide quality service and fair claims handling to our entire membership, and I apologize for any frustration this matter has caused you.

******* *****, of our Claims staff, was unable to reach you by telephone to discuss your concerns. We reviewed and approved the repair estimate you submitted, and a payment was issued on April 24, 2014, for settlement of your claim. We respectfully decline your request for reimbursement of your premium.

Thank you for allowing us to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My insurer is exercising bad faith in that on 03/31/2014 my vehicle VIN# ***************** was damaged due to the fault of another driver, and my Insurance company, USAA with whom I have subrogated this total loss claim, is using a third party company; *** One (formerly known as *** **********), which is know (as a result of numerous individual and class action lawsuits throughout the country) to use false and sometimes fraudulent information to artificially lower the ACV of my vehicle. They are offering me basically trade-in value minus depreciation as opposed to fair market retail value as specified in NC General Statutes; § 58-44, and NC Codes Chapter 20 – Motor Vehicles. Not only are they (******) basing the value of the vehicle intentionally low, at approximately the trade-in value, but they are also using auction vehicles with bad histories as comparison vehicles to further lower the ACV, as well as calculating the depreciation and differences between so-called comparable vehicles erroneously in a deliberate attempt to defraud me.

Desired Settlement: I believe an offer of $4500 to cover; fair market value of the vehicle after depreciation, a child’s car seat that was in the vehicle at the time of the accident, as well as tax, title, and licensing fees for the replacement vehicle, with me keeping the salvage, would be a fair settlement and I am willing to entertain an offer within a few hundred dollars of that number.

Business Response: April 24, 2014

Mr. ***** ****
Complaint ID #: ********

Dear Mr. ****:

I am responding to your submission regarding your March 31, 2014, automobile claim.

Our records confirm that you filed an inquiry with the North Carolina Department of Insurance. We responded to the Department of Insurance on April 14, 2014, addressing your comments about the settlement offer. It is important to note that USAA follows all state regulations and acts in accordance with its core values of service, honesty, integrity, and loyalty.

Regarding your requested coverage for the child seat involved in the loss, I understand our Claims staff agreed to extend coverage once you have provided documentation for the child seat. You may upload this information to your claims file on usaa.com for review.

Thank you for the opportunity to reply.

Sincerely,

**** *****

Consumer Response: Complaint:********

I am rejecting this response because: 1) it is incomplete as it only addresses 1 aspect of my complaint, 2) because the property damage claim is currently unresolved and I have yet to receive a fair and acceptable offer, 3) self-serving statements such as "It is important to note that USAA follows all state regulations and acts in accordance with its core values of service, honesty, integrity, and loyalty" are specious in light of USAA's public record and further serve to inflame the situation.

Regards,

***** ****

Business Response: May 13, 2014

Mr. ***** ****
Complaint ID #: ********

Dear Mr. ****:

I am responding to your additional submission regarding your March 31, 2014, automobile claim.

We responded to your complaint to the Better Business Bureau on April 24, 2014. As previously stated, we also responded to the North Carolina Department of Insurance on April 14, 2014, in which USAA addressed your concerns about the *** report and explained the settlement offer would stand. We understand you have agreed to retain ownership of the vehicle, and a check was mailed to your address on file accordingly.

We appreciate the opportunity to review your concerns again, and we consider this matter closed.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.  Based on my experience as a car dealer and as a professional mechanic I know that the settlement offer was very low. I requested in writing on 2 separate occasions to invoke the independent appraiser clause of the policy and at no time did the insurance company ever acknowledge or respond to those requests. I also posed very specific questions in writing which the insurance company never acknowledged or responded to. They did however respond to the BBB complaint and the complaint I filed through my state insurance board. Unfortunately even after those complaints the insurance company never acknowledged or responded to my specific questions or my requests to invoke the independent appraiser clause of the policy.

Eventually, as the insurance company knew would happen I grew tired and frustrated and accepted a settlement that was low and in all likelihood unfair just to get the process over. The state insurance board and BBB complaint process couldn't get the insurance company to answer or even acknowledge my questions, or to acknowledge my written requests to invoke the independent appraiser clause of the policy. Those processes merely provided an avenue to vent my frustrations and extract a few additional man-hours out of the insurance company...neither of which were particularly satisfying. I consider this matter closed and myself a very dissatisfied customer for having had the experience.
 


 

Regards, 

***** ****


Regards,

***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently made a couple of despoits into my account. USAA held the money even after it, cleared my other account. I was late on paying child,support and. Other bills. When I called,them and asked,them to,release the money. They lady in that i spoke too,started accusing. Me of,having money issues and telling me it,was my fault that the checks wherent cleared.

Desired Settlement: An apology for being treated like a number and my check to,clear so, I can pay my child support.

Business Response: May 5, 2014

Mr. **** ****
Complaint ID #:******** 

Dear Mr. ****:

I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB), and I apologize that your banking experience did not meet your expectations.

Our records reflect that on April 7, 2014, you deposited $169.00 using USAA Deposit@Mobile®, a remote deposit capture service, and the FSB placed a hold on the deposit. The FSB’s hold policy is outlined in the Depository Agreement and Disclosures, which is provided to all account holders and is available on usaa.com.

We appreciate you speaking with ******** *****, of our FSB staff, about our hold policy and other available deposit options. In addition, she released the hold on your deposit as a onetime courtesy.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have been with USAA for over a decade. I was recently involved in an accident and the individual responsible did not have insurance. In the state in which the accident occurred, it is ILLEGAL to drive without insurance. This non-law abiding citizen decided to file a claim against my insurance company and was successful. USAA's insured (me) suffered injuries and damages, however, despite the fact that I've been with the company for several years, my claim was ultimately denied. Basically, USAA paid the individual responsible for the accident and not its insured customer.

Desired Settlement: I want my claim paid.

Business Response: May 5, 2014

Ms. ******* ******
Complaint ID #:********

Dear Ms.******:

I am responding to your submission regarding your May 25, 2013, collision claim.

Our records indicate that USAA provided a payment of $******** for your vehicle that was deemed a total loss. We are aware that you are represented by an attorney for your medical expenses. The adjuster is working with your attorney to bring this claim to an appropriate resolution.

Thank you for the opportunity to reply.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I believe USAA to be in violation of Federal, ********, and/or ***** Fair Settlement legislation. They are dismissing quantifiable costs, medical facts & prognoses, and refusing to consider unquantifiable factors commonly held to be included in a fair settlement. At the last minute they switched adjustors, bringing in "the heavy" to stonewall negotiations after I'd been working for months with another adjuster. She told me she would call me with a settlement "on Monday", but communication from USAA stopped at that point, instead, until I called days later and was told there was a new adjuster. They then refused to negotiate a fair settlement, stating that negotiation could occur "only if you get an attorney and take it to court." Refusing to negotiate a *fair* settlement and forcing legal action is a waste of time and money for all involved, including the judicial system! There was evidently no intent on the part of the new adjuster, his management, or USAA to negotiate a fair settlement.

Desired Settlement: USAA needs to amend their practices! Though at times rude and verbally abusive, the stonewalling problem didn't lie solely with the final adjuster - he was taking direction from his manager. They need to stop stonewalling, follow the legislation, and offer fair settlements - which they refused to do for me.

Business Response: April 8, 2014

Ms. ***** ********
Complaint ID #: *******

Dear Ms. ********:

I am responding to your submission regarding your automobile claim.

Our records confirm that you filed an inquiry with the Colorado Division of Insurance. We responded to the Colorado Division of Insurance on April 1, 2014.

Thank you for the opportunity to reply.

Sincerely,

**** *****

Consumer Response: Complaint: *******

I am rejecting this response because:

Neither the Division of Insurance response nor any USAA response has addressed the complaint. My complaint is that USAA violated Colorado, Texas, and/or Federal good faith settlement legislation. Their agent refused to consider actual costs incurred at the time, nor was their any consideration for the brain injury, and continuing medical treatment for the back injury. When I asked how we could negotiate a reasonable settlement, he told me to "get a lawyer and take it to court." The Division of Insurance response reiterated the USAA stance, stating: "You always had the opportunity to retain legal counsel to negotiate on your behalf to avoid the stress of talking directly with the Company." I hold the belief that good faith settlement must NOT require the injured party to obtain legal counsel to avoid the abuses and stonewalling of the insurance company! 

Regards,

***** ********

Business Response: April 29, 2014

Ms. ***** ********
Complaint ID #: *******

Dear Ms. ********:

I am responding to your rebuttal submission regarding your automobile claim.

As we indicated in our April 8, 2014, response, we replied to your inquiry with the Colorado Division of Insurance on April 1, 2014. In addition, I understand a member of our Claims staff spoke with you on March 26, 2014, and on April 11, 2014, about this matter. Although we recognize that you continue to disagree, we have no new information to provide to you about this situation.

Thank you for allowing us to review your concerns again.

Sincerely,

**** *****

Consumer Response: Complaint: *******

USAA responses have been non-answers and non-solutions. In what world does doctor-prescribed medical leave of 3 days per week of a 5-day work week (into the third year, now) not constitute disability? They had this information and chose to disregard it.

Regards,

***** ********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is in connection to another complaint that I filed on Infinity Insurance yesterday morning regarding fault for an accident that occurred on 12-2-2013 around 5:00 PM. USAA Insurance and my insurance company Infinity Insurance found me 100% at fault for the said accident and I do not agree with this decision. I would also like to mention that this claim has just recently been settled so it took them almost 5 months to complete it. USAA Insurance claims that I failed to yield right of way to their insured driver in a letter I received yesterday dated April 8, 2014, "The duty rests with the vehicle entering the roadway to assure that it is clear and safe to do so, which it was not and your vehicle struck the side of our insured's passing vehicle." I have a major problem with these statements. For one, I was already on the roadway before the accident occurred so I was not entering the roadway as USAA claims. Using their same logic, if you apply it to their insured driver it would stand to reason that she should not have kept accelerating from the four way stop because it was not safe to do so. She should have clearly seen me because I was ALREADY in the roadway. To further substantiate these facts, I was actually in both lanes for approximately 10-15 seconds before the accident occurred because I had to put my car in reverse and back up to complete the left handed U-turn otherwise I would have wound up in the ditch on the eastbound side of the road. I mentioned this in both recorded statements to the insurance adjusters from each insurance company and do not know why they didn’t think about this fact when determining who’s fault the accident was. So here it is in excruciating detail. I looked over my right shoulder two times during this incident. The first time I looked over my right shoulder after starting the left handed U-turn, I seen the other driver coming from the four way stop. I was at a distance of as far as a stop yield sign is from the four way stop (to give you an idea of how far I was away from the four way stop), I seen the other driver coming from the four way stop, determined I had enough time to get up to speed before she reached my location because the posted limit was only 45 mph, put my car in reverse and backed up a bit because I needed a better angle to complete the left handed U-turn, looked over my right shoulder a second time and didn’t see the other driver, and what I mean by did not see her is that she wasn’t there yet, so I determined that I still had time to safely complete the U-turn. Considering I have been in both lanes for about 15 seconds now, and should have clearly been seen by the other driver at this point I proceeded to finish the U-turn and get up to speed. This is when the two vehicles collided. She should have reduced her speed to avoid the accident, which is a ticket that she should have received. I am assuming her father who came out to the scene and was a DPS Officer probably had something to do with the fact that she didn’t. The ticket I received for an unsafe U-turn proves the fact that it was a legal a U-turn; otherwise it would have been a ticket for making an illegal U-turn. Furthermore the judge dismissed the ticket when I went to court. Secondly the other problem I have is with them saying that my vehicle struck the side of their insured’s vehicle. This statement is not true. When the accident happened, I was already pulling forward and in the eastbound lane coming from the westbound lane completing the left handed U-turn when the other driver’s vehicle collided with mine tearing the front of my car off. It is true that the damage to the other vehicle is on the side of the car however this does not mean that the other driver is not at fault. That would be like saying if someone ran a red light and was struck, the person that hit them would be at fault. If I struck the other driver’s vehicle like they claim then how did the front of my car get torn off? When you hit something with your car things get pushed in not torn off. I have taken at year of physics at ASU with straight A’s and I inspected the damage to my car’s front end. You can clearly see that the metal frame holding the bumper on was stressed in a way, which represents the stretching of metal. In other words, it was not caused by an impact force but by a stretching force tearing the front end of my car off. The facts are I had the right of way in this accident because I was already in the eastbound lane when their driver was approaching. The facts are that their driver was not much older than 16 years old, was driving to fast as seen from the damage to my car (the posted speed limit was 45 mph), and was not paying attention or she would have seen me. This is further substantiated by the fact that there were no skid marks at the scene of the accident. She did not see me when she should have so she clearly was not paying attention otherwise there would have been some skid marks at the scene. I on the other hand am 41 years old, have been driving almost 30 years, and I have never had an accident or any tickets in quite some time, so what is the likely scenario? What do they think a judge would say? Even though it is unethical, it is real “convenient” for an insurance company to deny responsibility for one of their drivers especially when we are talking thousands of dollars. However, I am not going to stand for an insurance company twisting the facts around so that they can find no fault in their insured driver and shuck the responsibility for the damages done to my car, which was a total loss in excess of $6000. I also have a problem with both USAA’s and Infinity Insurance’s reasons for their decision. They both found me at fault for completely different reasons, which tells me that they were grasping at straws and/or did not have all the facts straight. I have already filed a complaint and requested an investigation of both companies with the Arizona Department of Insurance on how this accident was investigated. I was only contacted once by each company concerning this accident and was not contacted again for clarification on any of the facts. If I do not get satisfaction from this, I will seek legal action and bring this to litigation and seek compensation from USAA for the loss of my car, my court costs, and legal fees as well as the cost of the increase to my insurance premiums, which have since doubled. I would think that it would be wiser for them to reconsider their decision otherwise it could be costly. How do they think a judge would see it? Like I said, the ticket I received was dismissed.

Desired Settlement: The desired outcome of this would be for USAA and Infinity Insurance to admit that this accident is due to no fault of my own. I would also like to be compensated for the total loss of my car in excess of $6000. If this incident is not resolved any other way I will seek legal action. I have already spoke with an attorney about this situation and he is willing to proceed if this is not settled as I see fit.

Business Response: May 7, 2014

Mr. ***** ***** ******
Complaint ID #:******** 

Dear Mr. ******:

I am responding to your submission regarding the December 2, 2013, automobile claim.

Thank you for speaking with ******** ****, of our Claims staff, who explained that a thorough review of your situation was completed; however, no new information was discovered to warrant a change in our liability decision. We are responsible for analyzing each loss on its own merits and for settling the claims for which we are legally liable. If you have other questions concerning the claim, Ms. **** remains available to assist you, and she can be reached at ***** ********, Extension*****.

Thank you for allowing us to reply to you.

Sincerely,

**** *****

Consumer Response: Complaint:********

I am rejecting this response because:

They are assuming what happened and not what actually happened. I will see them in court. 

Regards,

***** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had serious problems and am complaining about USAA Auto Insurance. I have tried to talk to them in the past and even filed a complaint to the Insurance Commissioner at the end of March 2014 to file the insurance complaint and still USAA has failed to respond, as of April 6, 2014. In short I am complaining about a number of times USAA has changed their charges and what is owed, including numerous late fees, when postmarked prior to the due date and amounts statements show due, which is two statements, one with a balance of $745.05 due for six months from February 2014 till October 2014 and another statement due for a balance of $353.66 due also for February 2014 till October 2014. When talked about these bills before said can disregard the $700+ bill and actually only owe about $15 February 24 and $25 March 23, since USAA never changed the due date as was supposed to do in January 2014. Received a Notice of Cancellation on 3-26-14 AND an amount needing $45.00 to bring the account up to date, since was also being charged late fees. Then received a notice since was sent another Cancellation of Insurance, now can only pay the amount in full. When talked to ***, originally by phone on 3-27-14 at about 5:15 PM, would not listen and kept insisting I owed amounts due February 28, 2014 AND March 4, 2014, totaling around $80.00. Also am being charged an additional $60.00. USAA would not listen to me on phone, esp. since all payments are supposed to be due on the 24th of every month. As told her also, spoke to USAA 2 weeks ago and said everything was fine, and due to a system glitch, the amount should have been due just on the 24th of February and 23rd or 22nd of March, and so on. It was not due March 24th, since that was a weekend. When spoke by phone on 3-27-14, since *** did not listen to what I was stating, especially since received no bill stating ANY amount was due March 4, asked to speak to the manager. I was placed on hold, and while on hold heard a loud muffing sound like breathing was going on and said on the phone, "hello, hello." I did get a call back from USAA, by *******, I believe a manager, stating if problem not resolved can call USAA back at a certain number. I have talked to USAA before and for the last 2 six month statements, my amount due has suddenly gone up by about $300, to suddenly make "the account current." Last time ended up being charged 1200 for six months, instead of the original quoted p$900. They keep upping the amount due for the last month of the 6 month cycle. And feel like I was quoted a good price at the end, but really ends up being about $500 more than originally quoted from *****. Tired of dealing with USAA changing the amounts suddenly, esp. since only have one vehicle with a good driving record! Please resolve this problem or I will leave USAA and definitely not recommend them to some friends and relatives, who will be looking for insurance, I believe pretty shortly with great looking future outcomes and already with great credit. Anyways please respond back appropriately to me at: ********************* or by writing to ***** ***** *** **** ** **** **** *** ** ********** ** ****** ***** **** ***** *****

Desired Settlement: Correct the billing errors, reinstate the supposed to be due date of the 24th of every month, not twice a month and allow minimum payments due. Also send out payment due notices AHEAD of time. Have not been sent or received a thing since sent in the last payment towards the mid to end March. And quit adding late charges, which should not even exist.

Business Response: April 29, 2014

Mr. ***** *****
Complaint ID #:*******

Dear Mr. *****:

I am responding to your submission regarding your automobile insurance billing, and I regret any frustration you experienced.

Our records confirm that you filed an inquiry with the Washington State Office of Insurance Commissioner regarding this matter, and we responded to the Commissioner on April 18, 2014. Thank you for speaking with ***** ******** of our staff, who explained the billing for your account. Your six-month premium has been paid in full.

I appreciate the opportunity to reply.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a member of USAA insurance for my automobiles since 2007. I have never had any issues with them until I recently had an auto collision with a deer & used the body shop USAA partners with which is ***** ******** Body Shop in ********* **. March 6, 2014 is when repairs began on my 2006 Audi A4. Damages from the collision were the following: hood, grille, passenger headlight assembly, radiator, radiator support bar, condenser, & skid plate. I received a copy emailed to me of the appraisal & estimate completed by ******* ****** who is employed by ***** ******** Body Shop. After I reviewed the report & I noticed there was nothing noted on there to order a new passenger side head light assembly as mine was damaged in the collision with the deer. I called ***** ******** & I spoke with *** ***** about the headlight & she told me she would let them know to check it & get one ordered since it was overlooked during inspection. I was told on Monday March 24, 2014 that my car was complete, fixed, & ready to be picked up. I arrived & paid my $500 deductible to ***** ******** for them to release my car. I drove it home to let my husband inspect it & we immediately noticed several things wrong. Here's what was all wrong with my car after the shop said it was "fixed". My hood did not line up properly with my car, the replaced passenger headlight was not fitting properly or dispersing light properly, the skid plate was not put on, & the wrong coolant was put in my car. Tuesday March 25, 2014 I took my car back to ***** ******** to show them what all was still messed up on my car. I spoke with **** ***** when I arrived, & showed him everything that was wrong. **** ***** proceeded to argue with me about why these issues were not properly fixed before my car was said to be ready. I asked him who all inspected my vehicle before it was released & he could not give me an answer. I explained my frustration about how poorly this situation was handled & how unnecessary it was that I have to bring my car back to them for them to re-fix what they were already supposed to have fixed and got paid to fix! He told me that he will get my car fixed again. It is currently Wednesday March 26, 2014 and ***** ******** still has my car in possession for repairs. USAA told me they will only pay for aftermarket parts to be put in & will ONLY cover OEM parts IF the aftermarket part they bought will not properly fit or function in my vehicle, I told USAA that the aftermarket passenger headlight they put in my car does not properly fit nor does it properly illuminate. USAA told me that **** ***** said it fits & works fine (the same person who said my car was fixed but is not fixed). I have had NO help from USAA about this on-going issue I am having with the Body Shop they partner with & insure guarantee quality work & customer service to their clients. I have contacted multiple people from USAA about this issue & have gotten no where. USAA should honor their policy & cover the OEM headlight that fits my car since the aftermarket one USAA paid for does not properly fit & work. I will NOT just accept a part that doesn't properly fit or work. I do not appreciate the horrible & such poor customer service treatment from USAA and from ***** ******** Body Shop.

Desired Settlement: I would like the OEM passenger headlight assembly to be put in my car with the cost covered by USAA. I want them to quit forcing me to try and accept their meaningless attempts to doing poor work. I want my vehicle inspected by an AUDI manufacturer or AUDI dealer who knows what is required for my car. I would like to have the proper care & customer service given to me that is promised through the USAA company itself. I would like a letter of apologies from ***** ******** Body Shop & from USAA for all the trouble, anguish, & inconvenience both of these companies have put me through. I would also like for this complaint to be sent to the highest personnel at USAA headquarters to let them know how their company has poorly handled this situation and how poorly I as a loyal customer since 2007 was treated by them and the body shop during this huge disaster.

Business Response: April 28, 2014

 

****** ******* ********
Complaint ID #:*******

Dear Mrs. ********:  

I am responding to your submission regarding your February 2014 automobile insurance claim. 

Thank you for discussing the claim with **** *******, of our Claims staff, and I apologize for the frustration and difficulty this situation caused you.  Please know we value your feedback and have shared it with our management team as we are always seeking ways to improve how we do business.  I understand that the repairs have been completed and the vehicle has been returned to you.  Should you have additional questions or concerns, you may contact Mr. ******* at ***** ******** ******* ********* ******

Thank you for allowing us to respond to you.  

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Upon the Marine Corps not providing a paycheck to myself for the month of March, my checking account was overdrafted. However, unbeknownest to myself. I was unaware of the Marine Corps' non payment, as well as the overdraft fees due to being Active Duty, with little to no time to check my bank statement. The Autopay features continued to overdraft my account. It was not until March 28th that I was aware of the non-payment. April 1st I was finally paid, after not being paid for a full month. My paycheck on the 1st was only for half the month. At this time my checking account had incured over $*** of NSF overdraft fees, with no one from USAA ever attempting to contact me to let me know. I called USAA on April 1st, to get the overdraft fees waived. They were only able to waive $***. I Spoke with 3 Customer Service personnel. *****, ******, and ***** from their Executive Resolution Center. They all informed me there was nothing the could do to waive anymore overdraft fees above $***. After explaining that their refusal to waive the overdrafts fees will send my account into a spiral of overfraft fees over the coming months, ***** attempted to sell me on a credit card and personal loan. I feel this is very unethical. As I do not want to incur anymore debt, however USAA is forcing my hand to incur more debt with me. I will be closings my accounts with USAA if the overdraft fees are not waived in full. Also will recommend to my peers in service, as well as my junior personnel to steer clear of USAA. I feel that coming from a company that prides itself on serving Service Mebers, this is an aboslute incorrect way/ failure to support.

Desired Settlement: All overdraft fees for the month of March 2014 be waived on my account.

Business Response: April 21, 2014

******** **** ****** ********* ****

Complaint ID #:*******

Dear******** ********:  

I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).  We understand each person has a unique financial situation, and certain events beyond one’s control may cause difficulties, and we regret any frustration and inconvenience you may have experienced. 

Our records indicate that a direct deposit from your employer posted to your account on February 27, 2014, and that the account balance became negative on March 6, 2014.  Three days later, we sent you a letter regarding overdraft charges and ways to avoid these fees.  The FSB was able to offer you a credit of $******, as a courtesy.  However, we must respectfully decline your request for additional reimbursement. 

Unfortunately, ****************, of our FSB staff, was unable to reach you by telephone to discuss your concerns.  As stated in our March 9, 2014, letter, the FSB offers services such as account alerts that notify you when your balance reaches a predetermined amount.  You may find out more information about this service by visiting usaa.com.  Ms. *********** also remains available to assist you, and she may be reached at (**** ******** ******* ********* ****** 

We recognize this is not the outcome you were expecting, but we appreciate the opportunity to review your concerns and to respond to you.  

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A member who is covered by their insurance caused damaged to my property. Called and spoke to representative and asked to send an appraiser to asses the damage and provide the funds to us necessary for repairs. Representative refused to send appraiser. When asked to speak with a manager, representative indicated there is no manager working at their office and that I have to go through the rep to resolve any issue. I had indicated to the rep. that the person who damaged my property is no longer welcome on my property--yet the the person who did the damage showed up on my property and started taking pictures. When he was asked why he showed up--his response was that the insurance company had advised him to do so. After 4 phone calls and several days later my call was returned by the claims supervisor who said she wont said an appraiser. She also indirectly indicated she wasn't interested in speaking with me. I said I would have to file a complaint and she said I am welcome to do so. The claim supervisor (****** *****) was extremely disrespectful.

Desired Settlement: Send the funds so I can get my property fixed. Stop asking me to do all their work for them such as taking pictures and sending it to them, Send them an estimate e.t.c.

Business Response: April 18, 2014

**** ******
Complaint ID #:*******

Dear Mr. ******:

I am responding to your submission regarding the February 26, 2014, insurance claim. Please know our employees are expected to be courteous and informative at all times, and I apologize for any frustration this situation may have caused you.

I understand that an appraiser was sent to inspect the damage to the building and that a payment of $******** was issued to you. Should you have further questions, ******* ******, of our Claims staff, remains available to assist you, and she may be reached at ***** ******** ******* ********* ******

We appreciate you allowing us to respond to you.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After forty five years of membership in USAA we have never been treated so shabbily. We have two houses insured with USAA and have never filed a claim, yet we received a notification of non-renewal of our home owneers policy **** ***** ** ** **** referring to "previous notification" of issues cited in the letter of non-renewal. We never received that notification nor could USAA provide a copy or a date it was sent. The letter of non-renewal stated that the policy was cancelled due to "material damage in the insured risk". Most of the issues are cosmetic,some are just plain wrong e.g. "a dead tree on the property". The letter of non-renewal was sent by US mail (not certified) suggesting that the company is well aware of the unreliability of electronic communication.

Desired Settlement: As above: letter of apology and continued insurance coverage.

Business Response: April 25, 2014

*** *** ******* **** ****** *******

Complaint ID #:********

Dear Dr. and Mrs. *******:

I am responding to your submission regarding your homeowners insurance policy, and I apologize for any frustration this matter caused you.

Thank you for speaking with Ina *******, of our Underwriting staff, who confirmed that we will continue your homeowners coverage.  If you have additional questions, Mrs. ******* remains available to assist you.

I appreciate the opportunity to reply.

Sincerely,

**** *****

 

Consumer Response: Better Business Bureau:

We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us.

We also filed a complaint with the Louisiana Insurance Commisioner.  BBB was able to facilitate a satisfactory resolution.  The State agency was not helpful.  Go figure.


Regards,

*** *** ****** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had deductions from my account go out on the wrong date twice. I have contacted USAA's phone line for service and been hung up on. I have asked for an explanation as to why deductions went out on the wrong date and have not gotten one. I think this is being done in order to change me over draft fees unfairly.

Desired Settlement: I expect an investigation into the cause of this Fraud from your company and a relevant outcome to it. I expect my creditors to be contacted and any and all in correct reporting on my credit history to be corrected.

Business Response: April 25, 2014

***** ******** ****** ******* ********* ***
Complaint ID #:*******

Dear***** ******** ********:

I am responding to your submission regarding your checking account with the USAA Federal Savings Bank. We appreciate the time you took to bring this situation to our attention.

Our records reflect that you scheduled an automatic payment to be withdrawn from your checking account twice a month. On December 27, 2013, a payment attempted to debit your account but was returned due to nonsufficient funds (NSF), and a $29.00 NSF fee was assessed. On January 2, 2014, the payment successfully debited your checking account. On March 28, 2014, a payment attempted to debit your account but was returned, and an NSF fee was assessed. The payment successfully debited your account on April 2, 2014.

As a courtesy, we refunded the two $29.00 NSF fees that were assessed. I understand that Tasha Tijerina, of our Bank staff, wrote to you on April 2, 2014, about the issues you raised and encouraged you to contact her if you would like to discuss them further. I hope you found the information she provided responsive to your concerns.

***** ******** ********, please know that we adhere to our core values of service, loyalty, honesty, and integrity, and we do not engage in unfair or fraudulent practices. We appreciate your service to our country and the opportunity to look into this matter and to reply.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and find that this resolution is satisfactory to me.
I took a bit of time, however USAA did correct the error. 
Thank you.

Regards,

****** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Involved in auto accident 2/14/13, other driver ticketed for ignoring red light. That driver was exiting I-10 ramp to my right rear as I was entering the on ramp for I-10. She appeared in front of me and stopped because the lane to my left was moving onto the entrance ramp and I was also moving. My company's position is that she had "control" of the intersection. My position is the traffic light she ignored had control of the intersection. Appointment made with body shop to repair my car. When I picked up car 2-3 wks later, was told by USAA that ****** **** Insurance wanted me to accept some liability for the accident. I declined, and as a result was forced to pay my deductible to regain possession of my car. Matter was sent to "arbitration" and after the statute of limitations expired on 2/14/14, they decided that I was 30% responsible for the accident. If that is the case, why wasn't I reimbursed for 70% of my deductible? I am paying a higher monthly premium to have a lower deductible and I feel I have been victimized by my company as well as ****** **** Insurance. How can someone who did not see the accident site make that kind of determination? If I was at fault too, why didn't the officer ticket me as well?

Desired Settlement: Want my deductible refunded 100% and remove from my record the ridiculous 30% liability for the accident.

Business Response: April 25, 2014

Mr. ******* ******
Complaint ID #:******** 

Dear Mr. ******:

I am responding to your submission regarding your February 14, 2013, automobile accident.

Thank you for speaking with ******* ******, of our Claims staff, regarding the liability decision. Our records confirm that you filed an inquiry with the Louisiana Department of Insurance (DOI), and we will respond to the DOI accordingly.

We appreciate the opportunity to review your concerns.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Current Problem: A promotional balance was held on a credit card issued to myself., 0%. An unathorized charge was discovered and removed however interest charges on that purchase were billed. Previous Problems: - Insurance claims filed with usaa have not been resolved resulting in the non payment of items damaged in a claim at *** ****** ***** **. They claim they do not have the information. I provided all receipts. Last email to them was closed without response - Insurance claim improperly filed without request on 2008 chrysler sebring. Initially contacted about a parking lot accident, they claim we asked for a claim. They argued that my wife had requested the claim, and was told four times they could provide a transcript, which I requested was only sent by email after I threatened to involve a lawyer. Transcript was delivered and found to have no request for a claim. No response from USAA. - Had insurance from USAA for home and auto for 16 years. Cancelled due to lack of communication. Was not empathetic, was told "all other insurance companies would be just as bad". I can no longer communicate with USAA as they have decided not to respond to emails. I have two open internet communications dated 12-13-2013 and 2-28-2014. I may not be their favorite customer anymore, but seeing as I am still a banking, investment, and credit card customer I should not be discriminated against due to previously unfavorable conversations. There has been a drastic change in response temperament since initial issues with customer service began.

Desired Settlement: The interest charges should be refunded. Additionally a single "sorry", even if not sincere should have been mentioned in the last two years of discussions between usaa and myself.

Business Response: April 17, 2014

Mr. ***** ******* *******
Complaint ID #:*******

Dear Mr. *******:

I am responding to your submission regarding your credit card account.

We make every effort to ensure our members’ accounts are serviced and maintained efficiently and accurately, and I apologize that a $2.23 finance charge was assessed to your account in error. We appreciate you bringing this situation to our attention, and we have reversed the finance charge.

According to our records, we received two email messages from you between February 26, 2014, and February 27, 2014, inquiring if a promotional offer was applied to your credit card. We responded to both messages and explained the promotional offer information that is reflected on your monthly statement. ****** ****, of our Bank staff, was unable to reach you about these matters and remains available at ***** ******** ******* ********* *****, should you have any questions.

Please know that we act in accordance with our core values of service, loyalty, honesty, and integrity, and we do not engage in discriminatory behavior. Thank you for allowing us to look into your concerns and to reply.

Sincerely,

***** ******

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

April 17, 2014

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was totaled in an accidant that was not my fault. I filed a claim to get car my car repaired or replaced with my insurance company USAA. The claims adjuster has made two different offers to replace my vehicle at below the current value. I noticed that the claims adjuster had made errors in the claim. The adjuster fixed two of the errors, but then changed the claim in other places to compensate the difference to again keep the pay out amount below the value of my car. I feel the insurance adjuster is shuffleing the numbers around in a fradulant manner to keep the pay out amount low for their benefit.

Desired Settlement: Pay me the current value of my car. The last offer was to pay me $*********. The actual payment shall be for $*********. I want a full payment paid for the amount of $********* to me for the loss of my vehicle.

Business Response: April 14, 2014

Ms. **** **********
Complaint ID #:*******

Dear Ms. **********:

I am responding to your submission regarding your March 12, 2014, automobile insurance claim.

Thank you for speaking with **** ********, of our Claims staff, who discussed the valuation of your vehicle with you. I understand that the claim has been settled, and should you have further questions, Mr. ******** remains available to assist you. He may be reached at (**** ******** ******* ********* ******

Please know that we make every effort to handle our members’ claims efficiently and accurately, and we appreciate you allowing us to review this matter and respond to you.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A policy was issued to a family member that I disowned over 4 years ago, who used my identity, without my permission, to get the policy. I was notified after the fact when I should have been notified before the policy was issued and my permission given.

Desired Settlement: I want USAA to modify their policy to notify the Veteran that someone is using their information to obtain insurance before the transaction is complete. I also want the policy that was issued without my permission to be cancelled.

Business Response: April 11, 2014

Mr. ***** ** **********
Complaint ID #:*******

Dear Mr.**********:

I am responding to your submission regarding the issuance of a policy to your relative.

USAA is a membership-based organization with defined eligibility rules. Membership is open to military service members and veterans and to the families of our members. In establishing membership for former dependents, we cannot lawfully choose between categories of former dependents. To protect our status as group membership insurers, we are legally required to apply our established eligibility criteria in a uniform and consistent manner. Therefore, we apply the same rules necessary to establish membership for former dependents of all military members. We are not permitted to consider criteria outside of our defined rules in denying membership eligibility.

Please be assured USAA will protect your personal information as described in the USAA Privacy Promise by using secure measures that comply with federal law. Former dependents will not have access to your USAA accounts and policies unless you specifically request it.

We recognize this is not the outcome you were expecting, but we appreciate the opportunity to explain our position.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A credit card of mine was sent into collection without notice to me at all.

Desired Settlement: I would like this debt to be removed from collection and my credit report adjusted and the cost of the company

Business Response: April 8, 2014

***** ********** **** ****** ******** ****
Complaint ID #:*******

Dear ********** *******:

I am responding to your submission regarding your credit card account. I apologize for the delay in our reply.

Our records reflect that your credit card became delinquent in June 2013 and that several payment notices were sent to you prior to the account charging off in December 2013. Our November 2013 notice advised that your account could be turned over to a collection agency if a sufficient payment was not received and encouraged you to contact us. After the account charged off, it was assigned to a collection agency to attempt to collect the balance, and you agreed to an account settlement. Once we received the agreed-upon payment, we updated our reporting to reflect the settlement. Please allow up to 45 days for this change to appear on your credit report.

Thank you for speaking with **** *********, of our FSB staff, who explained that we are required to report accurate information to the consumer reporting agencies and confirmed that your account has been reported accurately.

We appreciate your service to our country and the opportunity to look into this matter.

Sincerely,

**** *****

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Consumer Response: Complaint:*******

I am rejecting this response because:

No one ever returns my calls, I am promised call backs from people who never do, nothing has been solved at all, also this made my car insurance rates doubled.
Regards,

**** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sometime back I asked USAA for an insurance quote. They gave me a quote, their price was too high and I declined the offer. This company continues to flood my email box with advertisiing even though I have 'Unsubscribed' several times. USAA claims I am a USAA member...I don't see how that is possible, I asked for a quote, not to become a member. This company is not helpful to veterans in this way. They also make it VERY difficult to contact them by phone or email unless you provide a membership number or SS number. One I don't have, the other I will not provide (again).

Desired Settlement: Leave me alone. Take my name, address, SS# and any other info they may have in their file and delete it.

Business Response: April 21, 2014

Mr. ****** **** *****

Complaint ID #:*******

Dear Mr. *****:

I am responding to your submission regarding your request to remove your personal information from our records.

******** ******, of our Member Advocate Team, was unable to reach you to discuss your concerns. Unfortunately, our records reflect that your attempts to unsubscribe from USAA emails were not successful because a confirmation selection was not made.  However, I understand Ms. ****** wrote to you on April 4, 2014, and advised that we updated our records so that marketing materials will not be sent to you.  As noted in the letter, you may receive USAA mailings within the next six weeks as marketing pieces are usually scheduled and prepared prior to the actual mail dates. 

Because USAA is a membership-based company, it is necessary for us to obtain certain personal information to help determine if an individual meets our membership eligibility guidelines.  Once information is provided for business
purposes, it becomes part of our business records, and we are required to retain that information in accordance with our retention guidelines.  Therefore, your name and Social Security number (SSN) will remain in our records until retention guidelines have expired.  Federal law requires that we have a customer identification program to verify the identity of each customer.  For U.S. citizens, we collect a SSN, which helps us avoid confusing the records of two members with exact or similar names, dates of birth, etc. 

Your account has also been marked to limit the use of your information by the USAA family of companies (affiliates) for marketing purposes.  Your election with regard to this opt-out option will remain in effect for at least six years, and you may extend this six-year period at any time.  Your account is also marked to limit the sharing of information among USAA affiliates as described in our Privacy Promise.  This restriction is permanent unless you
revoke it.  

Mr. *****, we regret any frustration you experienced.  If you have any questions, Ms. ****** remains available to assist you and may be reached at ***** ******** ******* ********* *****.  When you call, you will be
prompted to select “#” and the extension. 

Sincerely,

***** ******

Consumer Response: Complaint:*******

I am rejecting this response because:  Let's look at the 2nd. paragraph of USAA's response by ***** ******: No one, to my knowledge has attempted to contact me. The best way is by email and if you choose to use the phone, leave a message. In the 3rd. paragraph you claim you have to do these things to me (retain my information) because I am a USAA customer. Please Understand, I am NOT a USAA customer, nor am I a USAA member. I am simply a fool that asked for an insurance price quote...nothing more. And the Federal Government (laws) could care less if I'm out "kicking tires" looking for a better insurance price so please ease up with what the "Federal law" requires.
You at USAA provided me a price quote when I asked for one. I declined the offer due to the quote being double the cost of what I was trying to replace. I thought that was the end of it. Little did I know that USAA was not going to let me go until they made money off me by selling advertising to me and selling my personal information (hopefully not my SSN, but possible). Thanks to BBB I might not be overloaded by future USAA advertising, at least not for the next six years, in my email box but because USAA took the liberties of making me a "customer", a "member", I guess that gives them the right to do these things. Oh yeah, because of BBB, USAA will mark "my account" (that I do not / should not have) to"limit" the use of my information by the USAA family affiliates for marketing purposes. Is there a certain dollar amount that USAA must make off a "customer" before they are purged from their records (if ever)?
Please note: I will deal with the "frustration" in the best way I can by attempting to undo my mistake of calling USAA for a price quote. I will also do whatever is necessary, by means of BBB or any other sources (such as Veteran /  V.F.W. sites) that I may find helpful to stop USAA from using my personal information and refusing to purge this information from their computers / files.

Regards,

****** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was hit by an USAA member and they have not fixed my car. I have spoken with numerous USAA car insurance claims associates. They have not agreed to fix my vehicle stating they dont have evidence. I have spoken to three different auto body shops and they have agreed with my current insurance *****. ***** found the other driver at fault. The lady I spoke with regarding my USAA claim has stated that she speaks to other drivers husband on multiple occasions and he is not wanting to pay for my damages. I do not feel that USAA is being fair with the process of looking at my vehicle.

Desired Settlement: I would like a manager at USAA to look at this situation. I would like to know an outcome of an accident report and what they would like to do to resolve the issue.

Business Response: April 10, 2014

*** ****** ****** *****
Complaint ID #:******* 

Dear Ms. *****:

I am responding to your submission regarding your automobile insurance claim.

We are aware 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,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 26Feb2014 - a motor vehicle left the road and crashed into our front yard/ditch. While no one was injured, the vehicle required two wrecking service trucks to remove it from our property. Commonwealth of ************ Incident Number ***********. During the crash the vehicle struck our mailbox and caused damage to the mailbox and post. After a day and no contact from the driver we contacted the drivers insurance company, USAA. The crash was discussed and initially USAA thought the mailbox/post replacement would be covered. In fact they told us to proceed with replacement and to keep the receipts for reimbursement. The next contact we had with USAA the reversed their decision and said due to the condition of our mailbox/post they would not reimburse a single penny. They also refused to send out someone to look at the damage. Instead they based their findings on the feedback of the driver of the vehicle that struck our mailbox. USAA contact information: ******** ******** ********* **** *****

Desired Settlement: Cover the cost of repair and replacement due to the crash.

Business Response: April 10, 2014

Mr. *** ******l
Complaint ID #: *******

Dear Mr.*******:

I am responding to your submission regarding your February 26, 2014, property claim.

We regret any frustration this situation caused you and appreciate you speaking with ******** *******, of our Claims staff, about your concerns. As agreed, you submitted a copy of your receipt for the mailbox replacement for consideration, and after further review, we issued a payment for the cost you incurred. Should you have any other questions, Mr. ******* remains available to assist you.

Thank you for the opportunity to look into this matter further and to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I took out auto insurance with USAA insurance company but after my car was involved in an accident on 3/2/2014 they are refusing to honor our contract agreement to fix all of the damage caused due to the accident. They are accusing us of being negligent in driving 1-2 miles to get to a safe place after the accident. On March 2, 2014 a bumper from a truck that hit a guard rail on **** ***** **** **** ************ **. at the *** ***** ** *** ** side slammed into my car that was being driven by my son who is an authorized driver of my car and caused radiator and motor damage according to ******* *********. ******* ********* is the repair shop that USAA said that they would guarantee the work if we had them to do the work and they work for USAA in keeping their costs down. I never got anything stating that we can take our car anywhere else to be repaired yet. ******* ********* tech said that he could fix my car because at the time I had it towed there 3/5/2014 it was a delay in towing because it was the week of the last ice storm so the wrecker service was backed up when I called for a wrecker on 3/3/2014 they couldn't get to me until 3/5/2014 it was the towing company used by USAA. I did an eyeball inspection with him on 3/5/2014 after it was towed to their shop, and he told me right then that it would need a motor. Anyway, after weeks of thinking that our car was being repaired the repair shop called to ask if we had heard from the insurance company because they were told to hold up on our repairs because they were going to deny our claim to fix the motor. On 3/13/14 I called USAA to ask what was the problem and the agent told me that they needed a statement from me and *****. The first time I spoke with an adjuster was 3/21/14 for briefly 2 minutes he told me that my son had been negligent in driving the car 1-2 miles even though there were no lights that came on to indicate that there was a problem until he started home from working 8 hours later on 3/2/2014 and when the light came on he got to a safe place and parked the car and never drove it again. USAA denied my claim even before inspecting my car all the while telling me that it was being investigated. ******* ********* told me that they didn't have an estimate of the repair on 3/21/14 but that they would call me back and give me the estimated damage. They called back on 3/22/2014 and estimated the damage at 5,047.00 and told us that they wouldn't be able to fix the 2013 Honda Civic and that it would need to go back to the Honda Dealer because on 3/22/14 a person from USAA had come to look at the car and said that the car couldn't be repaired and needed to be totaled. Then on 3/24/2014 the same Adjuster left me a voice mail message and told me that USAA would make a partial payment for the initial impact that caused the radiator to break but the claim for the other damages was denied. I had a contract agreement for Full Coverage Insurance on the 2013 Honda Civic and that contract is not being honored. I noticed that USAA has a history of not honoring their contracts and doing bad faith business practices. I would like for the BBB to help me seek a resolution to my problem. My son also hurt himself trying to keep his car from going over the bridge into the *** ***** when he lost control of his vehicle after the impact of the flying bumper. They haven't even paid for that either.

Desired Settlement: I want my car restored back to its original condition using the insurance that I purchased or total out my car so that I can replace it. After, talking to the Honda dealer they have given me an estimate charge that exceeds the 5,000 that ******* ********* quoted. I took out Insurance with USAA on January 26, 2014 in good faith. They take 171.00 per month from my account to pay my premiums. From what ******* ********* told me they can't even repair our car and the damage that has been done due to the accident is right now at 5,047.00 according to USAA repair shop but after speaking with the repair shop at Honda they said a motor alone would cost 4,500 and that doesn't include the body work, the frame and all the other repairs that was caused due to the overheating after the accident. Our resolution is to have USAA pay for the damage to the car caused by the accident and honor our contract. It was a no-fault of ours it was an accident.

Business Response: April 9, 2014

Mrs. ****** ****
Complaint ID #:******* 

Dear Mrs. ****:

I am responding to your submission regarding your March 2, 2014, automobile claim. We regret any frustration you and your family experienced.

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. Thank you for speaking with ****** ******, of our Claims staff, about your concerns. As she explained, your son was determined to be at-fault for the accident, and the damages to your vehicle, including those to the engine, that are related to this incident will be covered.

I understand an injury adjuster was assigned to your claim and spoke with you and your son about the coverage available to him under the Personal Injury Protection of your contract. Should you have any further questions regarding your claim, Ms. ****** remains available to assist you and may be reached at ***** ******** ******* ********* ******

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8 March 2014, I opened an insurance claim on my travel trailer for water damage to the sub-floor caused by bad weather and unusually artic freeze that came into our area three times. The insurance company sub-contracted another company to complete the appraisal process who sub-contracted two different appraisers. The first stated to me he did not know how to appraise campers and took pictures only of the exterior, he was released by the sub-contracted appraisal company, and another was hired, who again only took exterior pictures. I stated the reason of my claim and my thoughts that the trailer needs to be towed to a repair facility so they can properly assess the damage to both appraiser and to the sub-contracted company. Neither of the three, and twice with the sub-contracted company, acknowledged my concern and closed out the appraisal. I filed a complaint with my insurance company, USAA, that I felt it was not being done properly to accurately assess the damage and did not receive any contact until five days later after they had received the documents from the appraisal company. I spoke with two USAA claims adjuster and both said they would take note of my concern but are not going to go against the decision of the appraisal company as it is against USAA policy’s to contradict one of their sub-contractors. Their decision is my claim is not justified from the weather damage and they will not honor my claim. I have asked the sub-contracted appraisal company and USAA for a copy of the documents and that I rebut their decision, but have not been responded to, I am asking the BBB to inquiry into their practices and verify their stated policy with a result of USAA hiring different sub-contract appraisal company that can properly assess my damage.

Desired Settlement: I would like USAA to have my trailer towed to an authorized repair facility to have a proper assessment completed and repairs made as outlined in my insurance policy.

Business Response: April 9, 2014

Mr. ***** *** *****

Complaint ID #:*******

Dear Mr. *****:

I am responding to your submission regarding your claim for damages to your travel trailer.

I understand Claims Service Manager ****** ****** spoke with you on April 4, 2014, about the damage to your trailer.  As she explained, you may take the vehicle to
******* ***** for a diagnosis of the damage.  Once their assessment is received and reviewed by USAA, Ms. ****** will contact you to discuss the outcome.  If you have additional questions concerning the claim, Ms. ****** remains available to assist you and can be reached at ***** ******** ******* ********* ******

Thank you for allowing us to respond to you.  

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called USAA to try and get an email stating that I can take care of paying over the phone via check by phone. Thats all I asked, and the lady on the line said we dont do that, do you have anything else, after I said no, she hung up!!

Business Response: April 9, 2014

********** ******* ** ********* ***
Complaint ID #:******* 

Dear ********** ** ********:

I am responding to your submission regarding your recent service experience with USAA.

We would like the opportunity to address your concerns; however, information to identify the account you are referencing was not included in your submission. Please contact ***** *******, of our Member Relations staff, at your earliest convenience, or provi** additional details, such as your account type and account number. When calling from the ****** *******, you may reach Ms. ******* at ***************** ********* ******

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Had a claim in JULY of 2013 and there is still not a resolution!!!! My case was transferred to ** by USA and I have not heard anything from this company in 5 mo. The representative****** who I have tried to call does not return my calls or emails. Last time I spoke to her she advised that my file was being transferred to another section with in ** and that I should here something in two days and it has been 5 months. This is the second time I have had to file a complaint for this claim the first being that USAA and *** left the cause of the claim(washing machine) sitting at my residence for 4 months before picking it up to ship for an inspection.

Desired Settlement: Advise me of the status of the claim and finish it!!

Business Response: April 9, 2014

Ms.***** ** ********
Complaint ID #:*******

Dear Ms. ********:

I am responding to your second submission regarding your homeowners claim, and I apologize again for the frustration this matter has caused you.  We appreciate your feedback and have shared it with our management team.

Thank you for speaking with ***** *******, of our Claims staff, who will work with you and keep you up-to-date with the status of the subrogation of your claim.  If you have further questions, please contact Mr. ******* at* ***** ******** ******* Extension*****. 

Thank you for another opportunity to respond to you. 

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had been a long time member of USAA insuring cars and motorcycles, and eventually holding a USAA credit card. I have never wrecked a car in my life, so a pretty good deal for my insurance company. Following the divorce from my first wife, she declared bankruptcy, and I was forced to pay off all of our joint accounts myself; accounts that were previously maintained with two incomes. I was forced to negotiate a reduced payoff amount with a dozen different credit card companies. The USAA credit card was one of those companies. USAA had sold my bad debt to a third party credit company, and likely declared the remainder of the debt in their corporate tax filing; I took business financial accounting in grad school. I settled with the third party and paid them off the settlement amount. I continued to have USAA insurance for several years, until I was notified that my account had been “flagged” and that they were making a “business decision” to cancel my policy due to the debt on the credit card. I spoke with members of their team on several occasions, but their response was that I had to reimburse them the entire presettlement amount. I countered that they sold the debt, and I reached a settlement with the third party owner of the debt. And they had gotten credit for the loss through their tax filing that year. They lost nothing. This was over ten years ago and no longer even shows up on my credit report. I am an Army veteran and served two tours of duty in Iraq with USACE. I continue to serve as an Army civilian with the US Army Corps of Engineers. Federal service continues to emphasize service to the public, though salaries are almost always less than private sector, which is why the USAA insurance is so helpful. I would argue that because USAA claims they were started by, and for veterans, they have an advertised obligation to meet that need. I made a good faith effort to avoid bankruptcy and pay off negotiated settlements.

Desired Settlement: I would like to be reinstated as a USAA insurance customer and enjoy the auto and motorcycle insurance rates they offer members of the armed forces and veterans.

Business Response: April 15, 2014

Mr. **** **** ****
Complaint ID #:*******

Dear Mr. Rote:

I am responding to your submission regarding your request to purchase insurance from USAA.

Thank you for speaking with ********* *********, of our staff, who explained that we have updated your account, and you may obtain products and services from us. ***** ******, of our Member Advocate Team, is available to assist you with any questions you may have concerning insurance policies. Ms. ****** may be reached at ***** ******** ******* ********* ******

Thank you for the opportunity to review this matter and to respond to you.

Sincerely,
***** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

**** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My 2008 Honda Accord EXL vehicle was accidentally hit by a person who is a policyholder with USAA on February 21, 2014. The USAA Policy holder was deemed at fault for the accident as my vehicle was in park and not moving. A local body shop in ******** *** ********** **** estimated repairs at $********. USAA responded in saying that they were only going to pay $********for repairs. On two occasions I requested for USAA to provide me with specific items of the********* estimate that they took issue with and to do so in writing so that I could compare with USAA's original estimate. They refused to provide this to me and in the end just sent the check and a letter saying that this was all they were going to pay for the damages. I have paid the amount of $******** to have the vehicle properly repaired and am no out of pocket $********. USAA has also not provided any reimbursement for the now diminished value of the vehicle due to the accident. This figure has been estimated at ***** by **** ****** our local dealer the vehicle was purchased from new.

Desired Settlement: I am requesting that USAA to provide the full refund of the expenses of repairing the vehicle damaged by their policy owner ($*******) and also provide for the loss in diminished value of the vehicle (estimated at $*****) for a total reimbursement of $********. If this amount is not received I am prepared to take further action against USAA and their policyholder.

Business Response: April 7, 2014

Ms. ********* *******
Complaint ID #:******* 

Dear Ms. *******:

I am responding to your submission regarding the February 21, 2014, automobile claim.

A thorough review of the situation was completed; however, there was no new information to warrant a change in our decision. I understand that **** ******* discussed this matter with ***** ****, of our Claims staff, who also explained that a diminution of value (DIV) claim for your vehicle had not been filed at the time of your submission. I understand you were sent paperwork concerning the DIV claim on March 25, 2014. Should you have further questions, Mr. **** remains available to assist you, and he may be reached at ***** *** **** ******* ********* ******

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My name is ***** ******** and I am a single mother of two in the United States Army stationed in ************ **. Being a member of the military I am eligible to join USAA which is a credit union based in San Antonia, TX that caters specifically to the military. I have been a member of USAA for about 8 years and my accounts have always been in good standing. Within the last week or so my accounts have been compromised to the tune of about $20,000. When I learned of this breach I contacted the fraud department at the credit union and was told that a multitude of checks had been deposited into my checking account and withdrawn causing my account to be overdrawn. As rule, any checks deposited into a USAA account over $100 requires a 3 day hold on the funds over $100 so I really can’t understand how this individual was able to deposit checks into my account over $100 a day and withdraw more than $100 out. As a result, USAA has taken all money deposited into my account including my check from military to apply to these charges as well as any investments associated with this account. The deposits and withdrawals to and from my account were made in******** *** and of course I am in ************ ** so there is no way I could have done this. According to the representative I spoke to in the fraud department at USAA this individual had all my login information. USAA has locked the account down and I cannot access the account online to view any activity or to see what the balance is etc. They are not willing to compromise or assist me in any way. USAA is fully aware that this was not done by me, but they said when I opened the account I said I would be responsible for all transaction related to this account. I not only feel violated by the individual who stole my identity and breached my accounts but also by USAA. They have given me 41 days to bring this account current or they will send this to a collection agency. I’ve done two tours in Iraq and was treated better than I am being treated at this moment. Any assistance you can provide with this issue would greatly be appreciated.

Desired Settlement: I would like the bank to fix the negative balances that I was compromised and return the deposit amounts that was taken in order to fix the negative balances.

Business Response: April 7, 2014

******** ***** ***** ********* ***
Complaint ID #: *******

Dear ******** ********:

I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB). Please note that FSB first received notice of your complaint on March 17, 2014.

To protect the account holder and the FSB from risk of further loss, the FSB places deposit accounts into a credits-only status when irregular or unlawful account activity is suspected, and the accounts remain in that status until an investigation is completed. In your situation, our investigation confirmed you willingly provided your confidential logon information to a third party, along with access to your ATM/debit card.

I understand you spoke with ****** ******, of our staff, who verified your role in the activities that led to the overdrafts in your account. In accordance with the FSB’s Depository Agreement and Disclosures, we exercised our right to apply and set off the funds in your FSB individual and joint accounts, including deposits from federal agencies, to pay toward your debt. Your FSB accounts reflect transfers from your investment accounts; however, they were not initiated by the FSB. Our records indicate the overdrawn balance was satisfied on March 25, 2014. Should you have any further questions, Ms. ****** remains available to assist.

We regret any frustration you may have experienced as we were conducting our investigation, and we appreciate the opportunity to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My vehicle was involved in an accident on Monday, March 17, 2014 at a ****** *** **** ** ******* *****. I have contacted USAA Insurance and I have been assigned to a Claim adjuster ***** ********. I have left several messages with *****; and to date, I have yet to receive a call back and I do not know the status of my claim. I also contacted the Claim Manager ******* ****** on Wednesday, March 19, 2014. Again, ******* promised to call me today March 20, 2014 with a resolution of my claim, and he has not following up.

Business Response: March 28, 2014

Mr. ***** *. ******
Complaint ID #: *******

Dear Mr. ******:

I am responding to your submission regarding your March 17, 2014, automobile claim.

We strive to provide quality service at all times, and handle claims in a timely manner. I apologize that this was not your experience. Thank you for speaking with **** *******, of our Claims staff, who explained that we are still reviewing the details of the accident and that we will contact you once our investigation is complete. Should you have further questions, Mr. ******* remains available to assist you and may be reached at ***** ********* ********* ******

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint: *******

I am rejecting this response because:

USAA Insurance has not made any attempts to fulfill their liability obligations and their staff is not conducting professional
business manners. USAA has  deceiving me by lying about business practices. In addition, ***** *******, my assigned
Insurance Adjuster, and his Manager ******* ******, Claims Manager, have not returned any of my calls.  They are hiding
behind their desks and do not answer and return phone calls and hoping the customer will get tired and walk away.


Regards,

***** ******

Business Response: April 11, 2014

*** ***** ** ******
Complaint ID #: *******

Dear Mr. ******:

I am responding to your rebuttal submission regarding your March 17, 2014, automobile claim.

I regret any frustration you experienced as a result of the claims investigation. Please know we value your feedback and have shared it with our management team as we are always seeking ways to improve how we do business. On March 31, 2014, we spoke with you and explained that we had completed our review of the accident circumstances and that we determined our insured was primarily responsible for the accident. That same day, a check was issued to you for the damages to your vehicle. If you have any additional questions, you may contact Josh Ramirez, of our Claims staff, at ***** ********* ********* ******

Please know that our staff adheres to our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your allegations. Thank you again for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint:*******

I am rejecting this response because USAA did not compensate for the three weeks of unwarranted stressful and other expenses occurred while
waiting for my claim to be resolved.

USAA had deceived me through out the entire process and did not even attempt to show good faith. USAA is well aware their insurer was at fault,
and refuse to admit liability until I started the complain and investigation process.  In addition their claim representative was trained not to answer 
phone calls/


Regards,

***** ******
**** ********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Usaa, refuses to pay full rental car use,even though their adjuster took almost 3weeks,before lookin at our car.i spent hours on phone with them,trying to find out what was taking so long.no answer just delays,they were to call me back,waited 6 days then called them. Wont return calls. Said i hav to to pay for 5 days rental. They were the ones that caused all the wait ,took them 45 days for a car repair that took less then a week. Body repair shop said communication with them very time consuming,and would not return his calls.

Desired Settlement: Would like my rental money and hope never to deal with them again

Business Response: April 10, 2014

Mr. ******* ** ********
Complaint ID #:*******

Dear Mr. ********:

This letter is in response to your submission regarding your January 16, 2014, automobile claim, and I regret any inconvenience you experienced.

I appreciate you discussing this matter with **** *******, of our Claims staff, who advised that USAA agreed to reimburse you for five additional days in the rental vehicle. As requested, a check in the amount of $****** was mailed to you on April 4, 2014. If you have any further questions about this matter, please contact Mr. ******* at ***** ******** ******* ********* ******

Thank you for allowing us to respond to you.

Sincerely,

***** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and find that this resolution is satisfactory to me.

Regards,

******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: First I want to start by saying that USAA is an awesome company overall, and when I deal with them they have the best customer service, which is why I almost feel bad writing this, but I have exhausted all other means at this point minus one last one. Recently I have sent two letters to your company explaining my situation. I had two credit cards with the company that I had a good payment history on until I got put on a last minute deployment (literally last minute) in which I was on submarines with very limited communications. This caused my cards to go into delinquent status. Upon return I immediately contacted the company and set up payment arrangements on the premise that the trade-lines would be removed from my credit report after explaining my situation. Upon pulling my credit report recently I see that it is still on there for both accounts. I contacted USAA explaining the situation and asking them to hold up to their deal that was made. They were really nice and friendly, however the last person that I talked to a Mr.********* informed me that the best they could do was get my money back from the collections company but they couldn't remove the trade-line. I have no issue paying the bill, as I owed the money. I feel that it is my responsibility to pay as that is what I agreed. I just want them to hold the same standard. I informed him that I would be filing a complaint if this was not resolved in a timely manner and was essentially told this would be going back to him so I should just save my time and not file(but I had the right to). I know he is just doing his job but that seems kind of demeaning and the first issue I have had from USAA. I swear up and down by your company and up until this situation I used you for everything banking. As you can see from my account I have stopped my automatic deposits, balanced my card to zero, and quit using my checking account. I do not feel that I can continue to use USAA if they cannot uphold their agreement as I did once I caught my mistake. Like I said this is my first issue and I have tried to resolve it prior to this. My account numbers were:********************************** If further information is needed the only way to contact me is via email and the best address to reach me is *********************** as I am currently in Afghanistan.

Desired Settlement: Just want them to hold the agreement that we had and remove the trade-lines from my Transunion, Experian, and Equifax credit reports.

Business Response: April 2, 2014

***** ******* ***** ***** **** ** ******** ***
Complaint ID #:*******

Dear***** ******* *******:

I am responding to your submission regarding your credit card accounts with the USAA Federal Savings Bank (FSB).

Our records reflect that your credit cards became delinquent in 2011 and were later charged off with a negative balance. Although you did make payments with a third-party collection agency to settle the debt, the accounts were settled for an amount less than owed. Subsequently, in 2013, we sent you IRS Form 1099-Cs for the amounts that were reported as income.

We have received and responded to multiple requests from you to remove the adverse reporting. I understand *** *********, of our FSB staff, spoke with you and explained that we are accurately reporting the status of your accounts. In accordance with the Fair Credit Reporting Act and in fairness to all members, we must respectfully decline your request to remove the trade lines.

Thank you for allowing us another opportunity to review this matter and for your service to our country.

Sincerely,

**** *****

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Consumer Response: Complaint:*******

I am rejecting this response because:
It was explained to me that you could not complete it recently. However that was not the terms that were agreed upon prior to paying the delinquent balance. I will ask one more time for you to remove this before I close all my accounts with USAA. I can not in good conscience support a company that will not uphold an agreement that I know for a fact was agreed upon. The the third party told me that I would have to contact your company to ensure that you would remove them, and I did. On top of that I recorded my conversation with USAA and got the employees information prior to the agreement being made. I would rather not proceed with further actions however I will review my options when I return from deployment. I would rather you just hold up your end that was agreed upon. Thank you for your time and consideration and I ask that you please review your records
Very Respectfully,
**** ******** *********************** *** ****** ***********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was involved in an auto accident with your a client of USAA on Dec 30, 2013. Their insured backed in my vehicle hitting my passenger side front fender which in turn caused damage to my vehicle. This incident occurred on private property so police were dispatched out however a police report was not filed. Insured and I exchanged information and insured agreed that he backed into me. I have made several phone calls to USAA for resolution to claim and have been told that documentation indicates their client backed into my vehicle but yet they are denying liability for damages.

Desired Settlement: I am requesting damages to my vehicle to be repaired in the amount that were estimated by adjuster.

Business Response: April 2, 2014

******* *************
Complaint ID #: *******

Dear Ms. *************:

I am responding to your submission regarding the automobile claim of December 30, 2013.

We are responsible for analyzing each loss on its own merits and for settling the claims for which we are legally liable. A thorough review of the loss was conducted, and we have determined that the damage to your vehicle was not caused by our insured. Therefore, we are unable to pay for your repairs. If you have other questions concerning the claim, *** ******, of our Claims staff, remains available to assist you and may be reached at ***** ********* ********* ******

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was hit by USAA's driver in August of 2013. Their driver then ran from the accident, making it a hit and run. I was able to get his license plate though, so I then had to do my own investigating and find out who the driver of the other vehicle was. When I found out the driver had a policy through USAA, my insurance company filed a claim with USAA on my behalf. The driver of the other vehicle then lied for weeks, denying that he was involved in an accident. Finally after weeks of him lying he admitted fault and USAA decided to honor my claim. USAA paid for my medical bills from the accident, but we disagreed on the amount of money that was being offered for my totaled Honda Accord. I consulted my insurance company, ********, who told me I had two years to complete any claim in the State of Texas. I then told USAA I needed time to determine if I was going to hire an attorney. You would think that since their driver made me wait for weeks before he even admitted fault that I would at least get a little leeway to make a decision, also as I understand it, it is State law that I have two years to complete my claim. Shortly after all of this happened I had a heart attack and was severely ill for a long period of time, then my father died. Closing my claim with USAA fell down on my list of priorities. Then I call them last week to get the ball rolling on my claim again and get it closed out once in for all. I speak with a representative by the name of ***** **********. The call is going great in the beginning, we open the claim, get a date setup for them to come pick up my car, he tells me I need to have some documents together when they come, I explain that one of documents is in a certain way so he puts me on hold to ask another person if that will be acceptable. He then comes back on the line and says that my documents will be acceptable, but now he noticed a note in the file from the previous rep that says, I cannot have the original amount of money (a little under $3000) for my car, but now I can only have a lesser amount of ($1700) because I didn't close the claim when they wanted to close. I was then told by ***** that USAA sent a letter to my house telling me that I had to close the claim, but I NEVER received a letter. If I ever would have received a letter, I would have called immediately. I asked ***** what the reason was that I could only have the lower amount, but he no reason. He just kept saying over and over that it says that from the last rep, but the last rep was not a manager or decision maker. She did not have the authority to go against State policy. Besides that, if they would just give me a chance to explain that my Dad dies and I had a heart attack, my life was just out of balance I would appreciate a little empathy and help, please. ***** never gave me that chance, he didn't want to hear anything. He just said he couldn't do anything. I then asked to speak to ******* boss, he said his name was ****. ***** says that **** is very busy and more than likely won't be able to talk to me, but he will put me on hold and try. After sitting on hold for a lengthy amount of time ***** comes back to inform me **** is busy. He says he can transfer me to his voice mail though, I say thank you. ***** then connects me with the original beginning of the customer service menu, NOT ****'s voice mail. So instead of sitting through hold forever again I am writing this letter. I just want USAA to honor the original offer of the $3000 and not take advantage of a man who had a heart attack and his father die all in the middle of having their driver lie about an accident that sent me to the hospital and totaled my car.

Desired Settlement: I just want USAA to honor the original offer of the $3000 and not take advantage of a man who had a heart attack and his father die all in the middle of having their driver lie about an accident that sent me to the hospital and totaled my car.

Business Response: April 2, 2014

Mr. ****** **** ********
Complaint ID #: *******

Dear Mr. ********:

I am responding to your submission regarding the September 4, 2013, automobile claim.

After inspecting your vehicle and determining the actual cash value, we extended a settlement offer to you on September 18, 2013, and also provided a settlement figure if you chose to retain the vehicle. When we did not hear back from you, we sent a letter dated September 27, 2013, which noted that we had not received the vehicle title. The letter also advised that while the claim would be closed if we did not hear from you, it could be reopened at a later date.

I am sorry that you did not receive our letter and for any frustration you experienced, especially when you called on March 12, 2014. Since you indicated that you did not want to keep the vehicle, we offered $3,404.00 to settle the claim, and you accepted. On March 26, 2014, after the title had been received, the settlement payment was issued per your instructions.

Mr. ********, we appreciate you speaking with ******* ******, of our Claims staff, about your concerns. Should you have any questions, Ms. ****** remains available to assist you. Thank you for the opportunity to look into this matter and to reply.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 1. Car refinance - gap insurance, title work and mailing charge of $288 were supposed to come out of my bank account. Instead they charged it through a credit card that I have by them. This amount will acrue interest. I did not authorize any debit from this account. USAA wants to resolve this by making me call in every month to have the interest reversed. It was their error, I don't think that I should have to jump through hoops every month to fix their error. 2. Van loan, 3 weeks prior, I set up payment dates and agreement through a supervisor, signed the loan the next day and once processed the information was changed, payment date was changed. How do you change an already signed contract? I have to call back the first of next month after they receive the first payment. This is poor practice if not even illegal. The new loan cost me more than I was promised in the beginning with a higher Apr.

Desired Settlement: 1. Take charges off my credit card and clear transaction from credit card completely. I will then pay the cost of the $288 from my debit card as was agreed upon in the beginning prior to signing for my loan. I am out several hours of my time trying to fix USAA mistakes. I would appreciate the 0% interest on the credit card being extended until the end of 2014 for my troubles regarding both of these occurrences. Investigate customer service. I don't appreciate customer service insinuating I'm a liar. Then telling me that I have no idea how my credit card works and that I'm wrong on the rate, just to tell me that I was right 20 minutes later. After 17 years with this company, the customer service has plummeted drastically. 2. Van payment dates to be changed as agreed. instruct employees of proper information so you stop misleading customers.

Business Response:

April 2, 2014

Mr. ***** ****** ******
Complaint ID #: *******

Dear Mr. ******:

I am responding to your submission regarding your automobile loans with the USAA Federal Savings Bank (FSB).

Thank you for speaking with ******** ********, of our FSB staff, who explained that the $288.00 charge to your USAA Visa® credit card was reversed on March 11, 2014. I understand Ms. ******** also explained that the interest rate for the loan ending in **** had been corrected and that ***** ******, Bank Manager, will contact you after your first payment has processed to adjust the due date for future payments.

Please know that our employees are expected to be courteous and to handle accounts accurately at all times, and I apologize for the frustration you experienced as a result of these matters. You can be assured that coaching has been provided to those involved to ensure other members do not have a similar experience. As a courtesy, the zero percent Annual Percentage Rate has been extended to your USAA Visa credit card account until January 1, 2015, and a credit of $54.00 has been applied to your account as well. Should you have further questions, Ms. ******** and Ms. ****** remain available to assist you and may be reached at ***** ******** ******* ********* ***** *** ****** *************

Thank you for allowing us to respond to you.

Sincerely,

***** ******

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings
Bank, both Member FDIC. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 7/9/2012 I had been in a car accident where I was not at fault. The drive behind me was not paying attention and rear ended me while I was at a stop light. The driver had done enough damage to my vehicle that forced me to get it towed. After the accident, I had major mid back pains; however, thinking the pain would go away, I did not go into the Dr. right away (I've only been in 1 accident my whole life. I was 10 years old.). After 3 months of excruciating pain, I made time to finally go to the dr. using the PIP number I was provided from USAA. (I told them I was in pain, on a recorded call, right after the accident but was going to try and wait it out a little) I went to the Dr. for 3 months before finding out they were denying my coverage for absurd reasons. They claimed the injury was not related. The Dr. I had been seeing was able to determine the injuries sustained were related, however USAA outsourced to Auto Injury solutions whom uses Doctors THEY pay to directly deny claims... This obviously infuriated me, so it prompted a phone call to them, which of course got me no where. So thereafter, I made a call to my attorney friend who called USAA and got a quick reversal of their denials. For a few months thereafter, they paid the bills as agreed... In January 2013, when I was stagnant in progress getting better, I had chosen to see a General Practitioner... A few months later, I had seen that they have begun to deny ALL coverage. I pay every month for this promised coverage. I have $10,000 in PIP coverage from USAA, that I pay for every month as part of my policy agreement. They are breaching their end of the contract by not paying the medical bills. The last payment posted was in September of 2013 for approximately $320. Total Payments made amount to $5300 They still owe the chiropractor about $2000 and the General Practitioner $6000. (I understand my PIP is $10,00 and the amount goes above my PIP) I want to solve this issue as peacefully as possible. I do not want to litigate matters, but if this issue is not solved, I will. I will be forced to petition a judge to have a trail and hear my case. They charge me a monthly premium for a service they had promised in writing that they are failing to uphold. I just want to feel better, and have not gotten that opportunity since I have a looming medical debt from their failure to honor their contract.

Desired Settlement: I want them to finish paying the medical bills incurred due to the accident as agreed. Since my coverage allowed for $10,000 in PIP, I want them to pay that amount. The other drive is liable for damage since he was %100 at fault.

Business Response: March 28, 2014

Mr. **** ****** ****
Complaint ID #: *******

Dear Mr. ****:

I am responding to your submission regarding your 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,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Usaa charged ****** for insurance but didn't cover me. Instead on Feb 2 2012 they contacted Florida department of transportation and said I was no longer covered so FDoT suspended my license. on march 13 2012 I payed the FDoT $******to have my license reinstated. I payed Usaa the $****** and after getting the facts I want a refund.

Desired Settlement: Refund of my******

Business Response: March 31, 2014

****** ******** ****** ****** *** ******
Complaint ID #:*******

Dear ************** *****:

I am responding to your submission regarding your automobile insurance.

As we explained in our January 23, 2014, response to your previous submission, your policy was canceled due to nonpayment of premium, and the remaining balance for the coverage provided prior to the cancellation date was $******. Therefore, the funds will not be refunded. In addition, the cancellation of a policy is reported to the state.

We realize this is not the outcome you were expecting, but we appreciate the opportunity to reiterate our position.

Sincerely,

**** *****

Consumer Response: Complaint:*******

I am rejecting this response because: USAA charged me a NSF fee. which made my automatic insurance payment short, then USAA canceled my insurance for non payment, reported me to the state of Florida and then Florida suspended my license. How can I owe them? and we disagree on the dates.    

Regards,

****** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 12, 2013 I had an accident on an icy road in ********, ********* driving home from work. I called about it immediately the following day to let USAA know that I had an accident. While making those phone calls I was told by a representative I could get rental coverage added and it would cover any cost of a rental for this accident. I asked that person if it would cover this accident and they again told me yes. After the fact USAA refused to acknowledge that that conversation took place and said that they would not cover me for the rental costs. The rental costs came to a total of 979.08. I am very displeased with this companies practices. They told me that I would be covered for this accident on the rental costs and now they have gone back on their word to honor that claim.

Desired Settlement: I would like the company to honor their claim and cover the costs of the rental in a total of 979.08.

Business Response: March 20, 2014

Mr. ****** ** *******
Complaint ID #: *******

Dear Mr. *******:

I am responding to your submission regarding your December 20, 2013, automobile claim.

I appreciate you discussing this matter with ******* ******* of our Underwriting staff. As he explained, 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 at the time of loss. Our records indicate you filed a claim on December 20, 2013, and added rental reimbursement coverage to your policy eight days later. Therefore, we must respectfully decline your request to reimburse you for rental expenses.

Thank you for allowing us to respond to you.

Sincerely,

***** ******

Consumer Response: Complaint: *******

I am rejecting this response because I was told by a member from USAA that this would cover any rental costs incurred by me for the accident in December. I do understand USSA's terms and conditions and policies. I will not accept their response because what they told me on the phone is that I would be covered for it. Regardless if that is not their policy it was told to me that way by a member from USAA. I know USAA records every telephone call that is made so that shouldn't be an issue because I was told it would be paid for and so that is what I expect.

Regards,

****** *******

Business Response: April 9, 2014

Mr. ****** ** *******
Complaint ID #: *******

Dear Mr. *******:

This letter is in response to your rebuttal submission regarding your automobile claim.

We responded to your complaint on March 21, 2014. While we recognize that you continue to disagree, no new information has been presented to warrant a change in our decision. We feel confident the correct coverage decision has been made.

We appreciate the opportunity to review your concerns again; however, we consider this matter closed.

Sincerely,

***** ******

Consumer Response: Complaint: *******

I am rejecting this response because as I have said before that a member at USAA informed me that I would be covered. Let it be known that USAA does not honor it's word to it's members.

Regards,

****** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Auto Insurance department failed to resolve an issue with me and my husband. They said it was a misrepresentation. They did not fix my windshield. th customer service in their insurance department is terrible. Also they are not letting me see the pictures of the car they are looking at. They also cancelled our Auto and Home policies

Desired Settlement: To keep our insurances

Business Response: March 14, 2014 

Mrs. ****** ** ******

Complaint ID #: ******* / *******

Dear Mrs. ******:

I am responding to your submissions regarding the handling of your automobile claim and the subsequent cancellation of your insurance policies. 

I understand ***** *******, of our Claims staff, spoke with you on March 10, 2014, about the damages to your 1993 Honda Accord.  As she explained, another review of your
claim is being conducted.  Once the review is completed, Ms. ******* will contact you to discuss our findings.  If you have further questions, Ms. ******* remains available to speak with you and can be reached at ***** ******** ******, Extension *****. 

Thank you for allowing us to respond to you.  

Sincerely,

**** *****

Consumer Response: Complaint: *******

I am rejecting this response because, I am not getting anything resolved. They are dragging things along.

Regards,

****** ******

Business Response: March 31, 2014

Mrs. ****** ** ******
Complaint ID #: *******

Dear Mrs. ******:

I am responding to your rebuttal submission regarding the handling of your automobile claim and the subsequent cancellation of your insurance policies.

In our response to you on March 14, 2014, we advised you that your appeal was under review. On March 27, 2014, ****** ****, of our Underwriting staff, spoke with you and explained that your insurance policies were being reinstated. Subsequently, you will receive written confirmation of the reinstatement along with copies of your policies by mail. In addition, a payment of $206.55 was issued for the repair of your windshield.

We regret any inconvenience this matter may have caused you. If you have further questions regarding your insurance policies, Ms. **** may be reached at ***** ******** ******* ********* ******

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called and needed roadside assistance and long story short they sent my roadside help the people came, changed me tire and left. As I'm on my way home I hear a knocking sound, like my tire is flat again, I checked it, it was not. I work 15 miles from my home, so on my way to work I hear the same noise only worse... I check my tire and 3 of the 5 bolts are so loose I had to screw them as tight as I could with my hands. So I ended up speaking with a rude ******* at usaa, and let her know what happen, and she made the situation worse, not taking any ownership just saying I will have the pay the $53... I feel I should pay a portion, but the work I rec'eved was not satisfactory or SAFE, who knows what could have happened.. the job I paid for was not done properly, and I should be credited. If my tire would have flew off, on the free way going 70mph, and my child was in the car, $53 would be the least worry! I also contacted the pop and lock vendor who came out, and did the work and explained what happened, he said he would talk to the workers who did the job and when I asked about a credit said USAA would have to issue it. I would only hope that the call with this ******* was recorded and monitored, these are the people representing USAA, and it'snot looking good. I love USAA as a company but this experience has made me think other wise.

Desired Settlement: I feel I should pay for the company coming out, but the work was not done properly and put me in a lot of danger, I should be credited a portion.

Business Response: March 26, 2014

Ms* ***** *******

Complaint ID #: *******

Dear Ms. *******:

I am responding to your submission regarding your roadside assistance experience.  We expect
our employees to be courteous at all times, and I am sorry to learn of the frustration and inconvenience this matter caused you.  

Thank you for speaking with ****** *********, of our Claims staff, about your concerns.  We shared
your situation with our management team, and we refunded the $***** you paid for the service.  If you would like to
add towing and labor coverage to your auto policy for the future, you can do so at usaa.com or by calling ***** ******** *******

We appreciate the opportunity to respond to you.  

Sincerely,

**** *****

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was in a car accident in 2008 and I was under the impression this bill was paid then all of a sudden they sent me a bill. I called USAA company and they said ****** ************ & ***** never sent them the claim. From ***** to the Ohio Atty General: Ms. ********* sought treatment in our office for an accident that occurred on 3/26/11. She treated with us from 3/28 through 4/18/11. After investigation of the accident, we began billing the services to USAA Claims, ** *** ****** *** ******** *** *****. Claim # *******. Claims from 3/28-4/7/11 were sent to this address on 4/12/11, claims from 4/11/11 send out 4/19/11, and claims from 4/18/11 were sent out on 4/25/11. I have enclosed copies of the original claim forms sent out. Ms. ********* discontinued treatment on 4/18/11 and on 4/26/11 her notes and a statement were faxed to ****** ****, the adjuster that I was told originally was handling claim. I then called on 6/14/11 to check the status of the claim, having to leave a message. On 7/14/11, I called back again and was notified that ****** ***** was handling the claim and I left a message for him. Now over the next 2 years I left numerous messages for Mr. ***** without ever receiving a phone call back. I have enclosed a copy of our internal notes showing the dates and times of the messages left to attempt to get an update on the status of the claim. On 7/24/13 I again tried to reach Mr. *****. When I did not get an answer again, I left another message and decided to bill the patient to see if she would contact us and give us some insight on what was going on with her claim. On 8/26/13 she did call and stated the claim was settled out and she was told that they were paying us directly. Knowing this, I called USAA again, but this time went through the operator instead of the adjuster’s extension. I spoke with *****. According to the notes he pulled up, on 5/20/11 the adjuster had a conversation with the patient agreeing to $1,760.00 as bodily injury pay-out. She was told to pay her medical bills out of that and she agreed. Check was sent directly to her. I sent the patient another bill with a note explaining what the insurance company had told me. On 8/30/13 I received another phone call from Ms. ********* stating that the above information was not true, that she would never agree to that amount of money. I asked her to call the insurance company herself. She called back stating she talked to **** ****** who told her that there’s no notes stating that and there’s no record of our bills and the claim is past the statute and we cannot ask her to pay us 2 years later. Shortly after this, I called USAA again and spoke to *****, which reviewed the notes of the claim and told me exactly what ***** had told me previously, that the patient was very understanding at the time of the conversation 2 years ago and the dollar amount was to cover everything and she was responsible for paying any medical. He also stated **** is a manager and she told Ms. ********* there is nothing they (the insurance company) can do because the claim has reached its statute and she is responsible for the bills. I understand that the timeline of events does span 2 years, but if the patient received the money directly, than it was her responsibility to contact us to make sure her bills were paid. As with any medical office, the patient is ultimately responsible for their bills. As noted previously, Ms. ********* was made aware that if she accepted full payment from the insurance company she would be responsible for our bill. She acknowledged this fact and accepted the payment. Therefore she is responsible for her treatment bills that are still outstanding. FROM ********** ********* AS YOU CAN SEE USAA NEVER RESPONDED TO ***** AND BASICALLY WAITING 2 YRS TO RESPOND SO THAT THEY WONT HAVE TO PAY THE DEBT SO TO THE STATUE AND THAT IS UNFAIR TO ME..I WAS THE VICTIM THERE CLIENT RAN HER CAR INTO ME PLEASE HELP THEY SHOULD NOT BE ABLE TO GET AWAY WITH THIS.

Desired Settlement: Desired outcome is that they would pay the claim that they owe to ***** and just admit that they lied to me about paying the bill and lied to ***** about me signing a paper agreeing to such nonsense and since they say I signed something I would like to see a copy and also they should apologize to ***** for ignoring them back in 2011

Business Response: March 21, 2014

Ms. ******* ** *********
Complaint ID #: *******

Dear Ms. *********:

I am responding to your submission regarding your March 26, 2011, automobile claim.

On March 26, 2011, you were involved in an automobile accident with our insured. We received your statement of the accident circumstances on March 29, 2011, and you indicated that you were injured as a result of the accident. Three days later, we advised you that we would evaluate your medical bills and records once you completed your treatment so we could offer you a settlement for your injury claim.

Once your treatments had been completed and the medical bills and records were received from your provider, we offered you a settlement for your injury claim on May 20, 2011. We explained that the offer included the medical expenses associated with your claim, which would be your responsibility to pay from the settlement. That same day, we sent you a letter that noted our settlement offer was inclusive of your medical expenses and that included a Release of All Claims form for you to sign and return. Since you did not return the release form and to prevent delays, we included a release statement on the settlement check that we sent to you on May 24, 2011. Our records show that the check made out to you has been cashed. We spoke with your medical provider on August 27, 2013, and confirmed that your injury claim, which included the medical expenses for treatments they provided to you, was settled.

******* ******, of our Claims staff, was unable to reach you to discuss your concerns. Should you have further questions, you may contact Ms. ****** at ***** ********* ********* ******

Please know that USAA complies with regulatory guidelines and operates according to our core values of service, loyalty, honesty, and integrity. Therefore, we respectfully disagree with your allegations. Thank you for the opportunity to review this matter and respond to you.

Sincerely,

***** ******

Consumer Response: Complaint: *******

I am rejecting this response because: THERE  WAS NO LETTER SENT TO ME ABOUT A SETTLEMENT OFFER THAT INCLUDING MEDICAL EXPENSES....I WAS TOLD BY YOUR REP ON THE PHONE THAT USAA WOULD TAKE CARE OF ALL OF THAT AND YOU ARE ALSO LYING ABOUT CONTACTING ME BECAUSE I ANSWER ALL CORRESPONSES UNLIKE USAA I RETURN CALLS AND RESPOND TO MY MAIL YOU ALL ARE TRYING TO GET OVER THATS WHY YOU NEVER RESPONDED TO THE CHIROPRACTIC OFFICE UNTIL AFTER THE 2YRS WAS UP SO THAT YJE TIME WOULD PASS AND YOU WOULDNT HAVE TO PAY ANYTHING AT ALL.....YOUR CLIENT HIT ME AND I STILL HAVE BACK SPASMS.

Regards,

******* *********

Business Response: March 31, 2014

Ms. ******* ** *********
Complaint ID #: *******

Dear Ms. *********:

I am responding to your rebuttal submission regarding your March 26, 2011, automobile claim.

As we stated in our response on March 21, 2014, the medical bills and records were received from your medical provider to evaluate your injury claim. When we offered you a settlement on May 20, 2011, we explained that the offer was inclusive of the medical expenses associated with your claim. For your convenience, we have mailed copies of the letter we sent to you confirming our conversation with you and the settlement check with the release statement that you signed and cashed.

We appreciate the opportunity to review your concerns again; however, no new information has been presented that would warrant a change in our decision, and we consider this matter closed.

Sincerely,

***** ******

Consumer Response: Complaint: *******

I am rejecting this response because: THAT IS UNTRUE IT WASNT EXPLAINED AND WHEN THE CHIROPRACTORS OFFICE TRIED TO CONTACT YOU ALL ABOUT THE BILL YOU IGNORED ALL THERE CALLS AND YOU DIDNT RESPOND TO ANY OF THERE MAIL YOUR JUST TRYING TO GET OVER ON THE LITTLE PEOPLE AND YOU ARE A HORRIBLE COMPANY WHO IS VERY UNETHICAL.

Regards,

******* *********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Treatment of military members. I have been treated horribly twice by USAA the person would not even allow me to have their badge/ employee number when asked for so I could make a complaint. I then was sent to the office of the CEO and absolutely destroyed by the tone of aggression I received. Then completely and utterly disrespected and spoken to in absolutely horrible manner. And after I told them I am contacting the BBB it was all apologies and butterflies and offers to help.

Desired Settlement: To be contacted.

Business Response: April 1, 2014

Mr. ***** ***** ****
Complaint ID #: *******

Dear Mr. ****:

I am responding to your submission regarding your experiences with USAA.

We are always interested in comments from our members, and we regret that you feel you were not treated respectfully, as that was not our intent. Thank you for speaking with **** *****, of our Member Relations staff, about your concerns. Please know we remain committed to our mission and to our core values of service, loyalty, honesty, and integrity.

We appreciate your service to our country and the opportunity to reply.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 9 January 2014 I Called Usaa to pay my bill, they told me my policy was cancelled on 2 Jan 2014. I ask to reinstate. They said pay 298.00 and enable automatic payments. The 298.00 was the amount of two payments. the installment amount to my understanding was to be one payment of half of 298.00. I called in Feb 2014 to make payment. was told that no payment was due. I asked about auto payment; I was told it was not set up. I called 2 Mar 2014, was told that they had charged my band account 483.00. I did not authorize that. My consent to auto payment to the January agreement of about 149.00. I called them about it and the TOTAL RUN AROUND. They kept stalling after I ask them to cancel the charge. One person told me to call my bank first to stop payment and call them back. When I called my bank and called the back. They said that person was not authorized to say that. My insurance rate went up and I was not told that in January. It seems that the person knew and did not tell me The said they posted it on their website. I have always made my transactions with USAA on the phone. Deception, Fraud, Unauthorized bank withdrawal.

Desired Settlement: Cancellation of charges from January. 2014, keep 298.00 payment; cancellation of policy 2mar 2014 no charges. Reimburse charge of 493.00

Business Response: March 19, 2014

****** ******** **** ** ******** **** ******
Complaint ID #: *******

Dear ******** *******:

I am responding to your submission regarding the billing of your automobile and renters insurance policies.

We sent you a billing statement on November 11, 2013, with a payment of $298.61 due by December 3, 2013. Because we did not receive a payment, a nonpayment cancellation notice was mailed to you on December 10, 2013, which advised you that $298.61 was due by January 2, 2014, to prevent the cancellation of your policies. On January 3, 2014, your policies were canceled due to nonpayment of premium.

On January 8, 2014, a payment of $298.61 was received by telephone, new automobile and renters policies were issued effective the following day, and copies of the policies with your new premium were provided to you electronically on usaa.com in accordance with your delivery preference we have on file. We also received your telephone application authorizing recurring automatic payments from your MasterCard® to allow monthly installments, and a confirmation letter was sent to you. On February 11, 2014, we provided you a billing statement advising you that your MasterCard would be charged for an installment payment in the amount of $483.47. We spoke with you on March 1, 2014, and explained that we were unable to stop the automatic payment from processing and that you could contact your bank on Monday to attempt to stop the payment. On March 3, 2014, you advised us that you obtained coverage with another company two days earlier; therefore, we canceled your policies as requested, which left a prorated balance of $67.76 owed for coverage provided.

***** ******, of our Member Advocate Team, was unable to reach you by telephone to discuss your concerns. Should you have further questions or would like to discuss your refund request, you may reach Ms. Olguin at (800) 531-USAA (8722), Extension *****.

Please know that USAA complies with regulatory guidelines and operates according to our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your allegations. Thank you for the opportunity to review this situation and to respond to you.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/31/2014 Problems with Product/Service | Complaint Details Unavailable
3/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I set up a insurance coverage policy with USAA on the 4th of February, they sent me to an automated confirmation process during the same phone call in which I said yes and agreed to the payment, I was directed back to the insurance agent and she told me that I would be covered and a copy of the coverage would be sent to the DMV 24-48hrs later. I checked my account with USAA and they sent me a notification saying I agreed to the automated terms of payment. The 15th of February my vehicle was in an accident, I called USAA the following day because there was no response at the time of the accident, and they told me I had no coverage and that I only had a quote with them, even though I agreed to the automated terms and have proof. I was never charged by USAA for the coverage but I agreed to the terms and they are saying the have no record of it when I thought I was fully covered. I am a single father with two children and that vehicle was the only modes of safe travel for my children. I feel I have been wronged by this company after almost twelve years with them, I think there is or was an issue with there system on the 4th. I disputed it but they are still saying I was not covered but in my eyes that is there fault.

Desired Settlement: I would like USAA to cover my damages, or at least meet me halfway.

Business Response: March 17, 2014

******** ****** ********* ***
Complaint ID #: *******

Dear ******** ********:

I am responding to your submission regarding your automobile insurance policy.

Our employees are expected to handle accounts efficiently and accurately at all times, and I apologize this was not your experience. Please know that coaching has been provided to those involved to ensure other members do not have a similar experience.

Thank you for speaking with ******* *******, of our Underwriting staff, who confirmed that your automobile policy was issued effective February 5, 2014, and that coverage will be provided for your February 14, 2014, automobile claim. Should you have further questions, Mr. ******* remains available to assist you and may be reached at ***** ******** ******* ********* ******

Thank you for the opportunity to review this matter and respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 09/11/2014 I was in a car accident. The person that hit me was insured by USAA Insurance. The person that hit me kept driving after hitting me so I followed her onto another highway all while talking to a 911 operator. Another person called that saw the accident and the opertor told me they also were following us until the police cought up with us. The report done by the officer stated in his report that the damage was there on her car and showed that she did indeed hit me. USAA claims she was not on the highway where she hit me even though there is proof through the 911 call from the oter person. They have refused to fix my car and told my insurance person that I could take them to court but I would never win because their insured person was able to get her damaged fixed before they inspected it. So, I have the officers report, the other 911 caller and the fact that she never left my sight to prove she hit me but they are refusing to even return my calls. I could turn this into my insurance but I can not afford this nor do I feel I should have to. Again they will not even talk to me at this point and my car is still damaged from their insured.

Desired Settlement: I would like my car fixed without anymore issues.

Business Response: March 5, 2014


Ms. ***** ***** ****
Complaint ID #: *******

Dear Ms. ****:

I am responding to your submission regarding the September 11, 2013, automobile claim.

Thank you for discussing your concerns with ******** ****** of our Claims staff. As she explained, a thorough review of the claim was conducted; however, no new information was discovered to warrant a change in the liability decision. The inspection of our insured’s vehicle showed no evidence of a collision with another car. If you have additional questions regarding this matter, Ms. ****** remains available to assist you and may be reached at (**** ********, Extension *****.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint: *******

I am rejecting this response because: They did not do enough. The lady handling the case told me on the phone that they did not even go to look at her car for 2 weeks after the accident. It is quite obvious that she had plenty of time to have her car repaired before they even looked at it. I reported the accident the same day it seems they purposefully waited to look at her car so that they would not have to pay. They also told me they had to see if she actually paid the 2 tickets she received and of course she had them fixed. This company is just wrong on many levels. 

Regards,

***** ****

Business Response: March 21, 2014

Ms. ***** ****
Complaint ID #: *******

Dear Ms. ****:

I am responding to your rebuttal submission regarding the September 11, 2013, automobile claim.

We responded to your submission on March 5, 2014, and while we recognize that you disagree with our liability decision, we feel confident that the correct decision has been made.

We appreciate the opportunity to review your concerns again; however, we consider this matter closed.

Sincerely,

**** *****

Consumer Response: Complaint: *******

I am rejecting this response because: USAA is covering for the insured and taking advantage of a person that has no other resources for defense. They are using a new reason every time but are not really investigating or looking for truth. Their sole purpose is to not take care of a person who was subject to a criminal act by a person that they insure. I believe that they are just as criminal as the person they insure.  

Regards,

***** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: USSA auto insurance client damaged my automobile in a automobile accident. Their client was clearly at fault and admitted fault in front of the police officer and me . I have the police report that reflects the USAA client is 100% at fault for the accident but USAA refuses to repair my automobile.

Desired Settlement: USAA is responsible for the damages and should pay for the damages to my automobile

Business Response: March 11, 2014

Mr* **** ***** *****
Complaint ID #: *******

Dear Mr. *****:

I am responding to your submission regarding your automobile claim. Please accept my apology for the frustration you experienced as a result of this matter.

We are required to investigate each claim, and as part of our investigation, we obtain statements from the parties involved in order to make a liability decision. After a review of the statements, damages, and police report, we were able to determine that our insured driver was primarily responsible for the accident. Thank you for speaking with *** ******, of our Claims staff, who discussed the liability decision. I understand that your vehicle has been inspected and that a payment was issued to the body shop for the repairs. Should you have further questions, Ms. ****** remains available to assist you and may be reached at ***** ********, Extension *****.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a vehicle warranty in July of 2011 offered by USAA as part of a vehicle purchase financed through USAA. They marketed this warranty with the following statement copied directly from their site "Extends beyond the manufacturer warranty to the period you specify" as opposed to the one I didn't select with this description "Runs concurrently with the manufacturer powertrain warranty". I paid approximately $1,100 for this warranty. We never received a copy of the contract after the purchase was completed, and USAA even has on file that we requested one be sent because we had not received it. We were in the middle of a move and forgot about the non-receipt of the contract. Our manufacturer's warranty expired this past fall and now we should be covered under our purchased extended warranty. We took our SUV in to the shop nearly two weeks ago and were told that our extended warranty was expired. This obviously should not be the case. They are telling us now, that the warranty took effect the day we purchased it and our 1 extra year that we specified expired in 2012. Why in the world would we purchase an additional warranty to cover us while we were already covered? This makes zero sense and is in direct contradiction to the stated purpose of the warranty we selected and paid for. We contacted the company who actually provides the warranty and they were very rude and stated that this is how it works and were unwilling to do anything, so we contacted USAA who actually markets and sells the warranty that we bought based on their description. USAA, while considerably more friendly, opened a case and came back and said the same completely pointless things the other group did. We have been loyal customers for over 10 years and have numerous products with USAA including banking, loans, credit products and investment accounts. This is the worst service I have ever experienced and the clearest case of fraudulent advertising aimed at military personnel I have ever experienced.

Desired Settlement: We are willing to accept either a full refund of the purchase price of our warranty (which was never used) plus the $135 diagnostic fee we just paid on the vehicle we purchased coverage for, or the completed work done on our car as stipulated in our warranty.

Business Response: March 11, 2014

******* ******** ***** *****
Complaint ID #: *******

Dear ******* *****:

I am responding to your submission regarding your Extended Vehicle Protection (EVP) plan with the USAA Federal Savings Bank (FSB). We regret any frustration this situation has caused you.

Our records indicate that you purchased an EVP Comprehensive Protection Plan as part of your automobile loan on July 6, 2011. The Final Auto Loan Details, which was provided to you when your loan was contracted, states the EVP terms were 12 months from purchase date or 12,000 miles from purchase. It is important to note that the plan provides coverage for most components not covered under the manufacturer’s warranty for the specified time of your EVP contract.

In 2014, when you filed a claim, your EVP contract was no longer active. Therefore, coverage could not be afforded for the repair work to your vehicle. As ******* *****, of our FSB staff, advised, we must respectfully decline your request for a refund. In addition, it is our understanding that the servicer of the protection plan mailed the contract to you in July 2011 and sent you a copy via email in June 2012. If you have any further questions, Mr. ***** remains available to assist you and may be reached at (**** ******** *****), Extension *****.

Thank you for allowing us the opportunity to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/20/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I would like to share with you my experience with your Auto Claims Department. To begin I will tell you that I am a Submarine veteran serving from **** through **** and apparently your insurer who damaged my car was a veteran as well. I thought this important as you claim to be true to your founders (veterans) values of service, loyalty, honesty and integrity. On January 28, Dr.(removed for privacy issues) accidentally struck my car in the parking lot of our country club apparently damaging it beyond repair. I was contacted that day by one of your agents and I gave them my information. The next day I was contacted again on two separate occasions asking for the same information. Throughout the week I had several conversations with different persons employed by your company asking for information about my car and providing updates on their progress. Up to this point all seemed to be going well other than having to repeat my self and never being able to speak with the same person twice. On February 4th I received a letter (emailed) from Mr. (removed for privacy issues) offering a settlement of*******. I felt this was considerably below the replacement value of my vehicle and subsequently called the number Mr. (removed for privacy issues) provided in his letter. I was unable to contact Mr. (removed for privacy issues) but spoke with another “team member”. I went through the evaluation with that person and he asked me to provide some additional information. I gathered this information and sent it to the email he provided. On February 5th I again called the number provided by Mr.(removed for privacy issues) letter and spoke with yet another team member. That person had no knowledge of the email or information I sent and asked that I resend it to yet another email. I again provided this information along with more information on the exact model and year of my car and what I felt was a reasonable replacement value. On February 6th I again called the provided number and got another “team member” who again new nothing of the previous emails or information. After speaking with him again at length, providing the same information again, and being placed on hold again at length. This person made me another unreasonable offer and informed me that the provided rental must be returned by the 7th. Least you think that I am being unreasonable let me provide the particulars, I “use” to own a 1999 infinity which ran great. In April I had extensive ($********) work done on the car replacing the purge solenoid, Oxygen sensor, all the ignition coils and the catalytic converter. The car had no previous damage and was a joy to drive. I searched the internet looking for the exact same car and could find only 19 in the entire country that are for sale. Their prices ranged from around 9K to just over 4K with the average coming in at $5,777. I am aware that even replacing my car with the best one available with a price of $8,800, I would not be getting as good a car as I was giving up. All I was asking for was to have them valuate the actual cash value of my car at the average price of 5,777. The only car I can find within 50 miles of Denver is a 2001 Q45 for sale by a private owner for $8,800. At this point I am out of a car, out of time on the rental and out of patients with your company. I have sent in my title as instructed and will expect to receive your check however; I will be Contacting my insurance agent as well as Mr. (removed for privacy issues) agent and registering my dissatisfaction additionally, I will be filing a complaint with the BBB as well as with the Department of Regulatory Affairs (DORA).

Desired Settlement: Delivery of adequate funds to provide equivalent auto to the one wrecked by their client!

Business Response: February 27, 2014

Mr. **** ** *********
Complaint ID #:******* 

Dear Mr.*********:

I am responding to your submission regarding the January 28, 2014, automobile claim.

Our records confirm that you filed an inquiry with the Colorado Division of Insurance. We will respond to the Colorado Division of Insurance accordingly.

Thank you for the opportunity to reply.

Sincerely,

**** *****

Consumer Response: Complaint:*******

I am rejecting this response because:

Come on****!

What does that mean! This message is indicative of the way this company operates! Their statement of  "our records confirm" just shows how no one at the company will take responsibility! They don't even acknowledge the BBB complaint, they only reference that they are aware that an "inquiry" was filed with the Colorado Division of insurance. Do my letters sound like an "inquiry" They even acknowledge that they will respond to the Colorado Division of Insurance inferring that they will not respond to the BBB complaint.

Mr.******, I assume you have been doing this for a while, does this sound like a company that is operating on the up and up?

Regards,

**** *********

Business Response: March 12, 2014

Mr. **** ** *********
Complaint ID #:******* 

Dear Mr.*********:

I am responding to your rebuttal submission regarding the January 28, 2014, automobile claim.
Please know that USAA complies with regulatory guidelines and operates according to our core values of service, loyalty, honesty, and integrity.

******** ******, of our Claims staff, was unsuccessful in her attempts to reach you by telephone to discuss your concerns. You may reach Ms. ****** at ***** ********, Extension *****. As we stated in our initial response, we will respond to the Colorado Division of Insurance accordingly.

We regret any frustration you experienced, and we appreciate the opportunity to respond.

Sincerely,

**** *****

Consumer Response: Complaint:*******

I am rejecting this response because:

Mr.*****, I am not hard to get a hold of on the phone! I returned Ms. ******** call and got her team member Mr. ****. Mr **** informed me that Executive Management had reviewed the claim and rejected it. I promptly sent a letter to Ms. ****** and Mr **** copying Mr. ****** at the BBB and Mr. ****** at the Department of Regulatory affairs. This letter is dated Mar 7th.

On February 19th the Department of Regulatory Affairs sent you a letter requiring that you respond and provide the following:

1. The licensed name and IAIC number for the company this complaint was filed against.
2. Chronological summary of claim file log notes.
3. Valuation documentation provided to the claimant.
4. Address his concerns regarding the handling of his claim
5. Address his concerns regarding the valuation is below the replacement cost.
6. Address how the recent mechanical work was incorporated into the valuation.
7. Copies of any response letters identified as First Letter and Second letter
8. Address his proposed resolution of an additional payment of $******

USAA has done none of these things! you response to all of my inquiries is "management has or is reviewing it" This is completely unacceptable.

You have not responded to the Department of regulatory affairs as required so I have asked them to support me in perusing this claim with the Attorney General of Colorado. I have sent a letter to Mr. ****** stating such and have also copied the CEO of USAA, Portia Henry of USAA and **** ****** of the BBB. This letter is dated today March 12th and was sent this morning.

I suggest you get a copy of this letter when it arrives at your headquarters in the next day or two.



Regards,

**** *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Usaa claim # *********. I was involved in an automobile accident with **** ******* who's insured by this company he is denying the fact that he hit me and did damage to my vehicle which at the scene he tried to offer cash which I refused. He then was unreachable for 2 weeks. He took his vehicle 2 days later and had damages repaired and never mentioned that he hit me. Now he completely denies the fact. I have myself and 2 witnesses that were with me at the time of the accident. The body damage has been quoted around 800$ but he ran into my back tire which has caused internal rear end damage. Which I don't have an amount for yet. My mechanic is going to tear into rear end Monday to diagnose repairs. This happened jan 21st and it's now feb 21st. It seems as **** ******* may have committed insurance fraud do to the fact that he didn't tell his insurance company or repairman that he hit my vehicle. I have been dealing with his and my insurance company this entire time and I would like this resolved before I retain an attorney and sue him and or insurance company for the damages caused a month ago.

Business Response: March 6, 2014

Mr. ******* ****** *****
Complaint ID #: *******

Dear Mr. *****:

I am responding to your submission regarding your January 21, 2014, automobile claim.

A thorough review of the claim was completed. We are responsible for analyzing each loss on its own merits and for settling claims for which we are legally liable. As ******** ****, of our Claims staff, explained, we will consider any supporting documentation you submit. Should you have further questions, Ms. **** remains available to assist you. She may be reached at ***** ********* Extension *****.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I am an active duty soldier who has had insurance with USAA for years. I have always paid my bills and has always kept coverage in good standing with USAA, I recently purchased a home July 31, 2013 we closed. I was told the day of closing to call USAA and change the deductible to a higher amount in order for closing to go smoothly. The customer service representative told me she has seen this before so change it to $5000 deductible so that closing will go smoothly and then after closing it would be changed back. I then called about the insurance coverage and also concerning the appraisal that was never done by USAA. I was not told that my deductible was still at $5000. I continued to pay my insurance as normal. On January 11, 2014 we had a bad storm and lightening struck my home. In doing so it damaged some major appliances as well as Electronics, cell phone, xbox, playstation3, home phones, directv boxes, satellite dish, garage door, roof, and sprinkler system. I called to put a claim in on Saturday and found out about the deductible and told them that was incorrect. I ask them to hold off on the claim until I get things straight with the deductible. I then proceeded to change the deductible that same day back to what it originally was $1000. I was told no worries and proceed on with the claim. After submitting the claim I was told to call an electrician out to assess the damage. I paid $49.95 to have damages assess and notated and submitted to USAA. It took over a week for someone to call me back about what was next I had to keep calling them. Finally ******* ********** Tampa Claims Office ************** ****** Ext. ***** called and stated that they could not proceed with our claim until underwriting approves the deductible to be $1000. At that time I was then told that I need other assessments done and had to pay other people to come out to assess the roof, garage, sprinkler system. I submitted all of those assessments and then was told now have someone to come out and look at my televisions to see if they could be fixed. The electrician already stated that it was not fixable that it literally was damaged due it being fried, literally smoking. I would need all of it replaced. I told ******* I am not paying for another assessment and I need to speak with a supervisor he proceeded to keep telling me he will have someone call me. Mr ******* act as if he was sympathetic and understood in order for your home to be $5000 deductible you would have to have at least over a million dollar home in which this isn't. I then receive a call from ******* saying the underwriter did not approve the deductible of $1000. He stated the damaged came up to about $5900 and after the deductible of $5000 I would only get $900. As of today February 7, 2014 almost a month later, I receive a call stating hey you will only get $187 back to repair all the items that needs repairing. I am an active duty soldier who has been deployed fighting for my country 4 times and still serving to have to deal with nonsense. I pay all this money to USAA over $400 dollars in car insurance plus Homeowners insurance to deal with this over a deductible that should have been changed. My wife worked from home and two of my children were home schooled. My wife currently lost her job due to not having sufficient computers and internet and satellite. Satellite could not be repaired until we replaced the television equipment. I have documentation as to my wife being laid off an email was sent from her employer. I have had no television in my home one phone line and my internet just now being shipped that I had to pay out of pocket in order for them to ship it but no computer. I need someone to assist me in this matter. I don't have $5000 dollars laying around for a deductible and certainly not a million dollar home. I have been more than patient and my family has endured hardship because of this. My wife has to take our two children to the library to finish up assignments as they have been unable to do class connects. This is truly affecting us. I just logged into the claims website and it states my claim will be $0.00 and it is completed.

Desired Settlement: I want my deductible of $1000 to be accepted and I want the money to repair and fix the damage done outside and inside my home.

Business Response: March 7, 2014

S******* ***** ***** *********** ** ****** ***
Complaint ID #: *******

Dear ******** *****:

I am responding to your submission regarding your January 11, 2014, lightning claim, and we regret the frustration this matter has caused you.

A thorough review of this situation was completed; however, no new information was discovered to warrant a change in the deductible applied for the claim. Our records reflect that with your permission, Ms. ******* ******** requested that the deductible be increased from $1,000.00 to $5,000.00 and that our representative advised Ms. ******** that a follow-up call would be needed to reduce the deductible. As this did not occur, the deductible remained unchanged. In addition, I understand Ms. ******** spoke with ****** *****, of our Claims staff, concerning the need for diagnostic analysis of items valued over $500.00. Should you have further questions, Mr. ***** remains available to assist you, and he may be reached at ***** ******** *****), Extension *****.

We realize this was not the outcome you were expecting, but we appreciate the opportunity to explain our position.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I'm a retired R.N. and Vietnam Veteran, daughter of a highly decorated combat career Army soldier, deceased. My brother & I live together, I with the privilege of caring for him-- a Navy Veteran disabled and in a wheelchair--from a traumatic brain injury. I signed up with USAA, abt 2 months ago for auto insurance and as they directed me, signed up for a savings accnt. We both are on the policy as we both are on the Truck paperwork. We mailed in copies of our DD214's discharge document assured we were clients!!! I contacted them today regarding an unrelated issue and the conversation went to "by the way...." you are no longer a client here as you have a discharge "GENERAL UNDER HONORABLE CONDITIONS" instead of what we require..an HONORABLE one"...(I wondered then if we were still ok to drive the vehicle and when were they going to tell me?) Given that my brother **** had the "right discharge" & which was accepted initially as was mine, I found that noooo, he isn't driving it, only part owner sooo, that's not good. What about being the daughter of my dad?? Noooo, not that either even tho they advertise in such a manner as to lead one to believe they sail over any requirements! My discharge is what it is..I will Not seek to have it upgraded---and I can. I was a victim ** * ******* **** ** * ****** ******** in an officer's uniform..I found later I was 1 of 3. We were all forced to accept the ****** (sorry) discharge because even with our silence, he was paranoid so piled up nuisance disciplinary reports known as article 15's. I was paid for my silence with a mark against my honor--for good. I left, returned home 10 months early-- broken and ashamed. 40 yrs later, I found my voice, received treatment with MANY others and now get PTSD money for *** ********* ****** ******). The issue stays in the news even today. ! ** * ***** ********** ** ****** *******..that's alot of us unqualified to be with USAA...even tho the discharge falls under DOD's requirements for "UNDER HONORABLE conditions. Back to USAA--they promptly shoved me over to their partnership with ******* *****l, who seriously pressured me to put down over a hundred dollars--right now..no other options. Of course I went with it, afraid of being uninsured and confused about the return of my savings account $75.00 or how to convert it instead of paying a c-note-- TODAY! They still haven't explained if our savings accnt remains open, closed, or when they were going to inform us of coverage stoppage on the bank loaned vehicle as we have a 3 year old Dodge Dakota truck. And why they falsely advertise AND ACCEPT WHEN INIATING AND OPENING AN ACCOUNT & AUTO INSURANCE when we started them. I feel humiliated, confused an and dishonored, and HUSTLED over to ******* *****l who incidentally gave us nearly the exact same premium as USAA. People need to know that 1 out of 4 veterans who are women cannot get USAA services because it's not HONORABLE--period. How we were treated was DISHONORABLE. I was a terrified, confused and bullied 20 year old. Never told anyone. I have a voice now, this is unfair on sooo many levels. Everyone must know how they will shame 1 outta 4 of us. I will inform on them on sooo many levels...The Women's PTSD Program in Menlo Park where I was treated, the trade magazines, Feinstein and Speier here in California and you guys.........you guys have guided me for decades--and never disappointed! Now u guide the next generation, my 2 sons, a k-9 cop and a professor at the UC system. We have always depended on you to be the 5 stones in that shepherd boy's slingshot that felled the giant Goliath, trusting you to always tell the truth. Please know there are many more of us---the stats are there. Even the guys are going to be rejected, shamed, and hustled because of a discharge they don't tell ya about. And they are young and many. No wonder suicides are at historic levels. Just another kick in the belly. And a good hustle. sign me, "Found My Voice and NO man or woman left behind" ****** and ****

Desired Settlement: I added a refund of savings acct. money above, a change in advertising, how about policy too? How about alot of these new kids coming home with PTSD, and a less than perfect discharge but still honorable? How about not just discarding electronically--my complaint? How about actually honoring those who gave all---instead of talking like they do? Sigh...

Business Response: February 28, 2014

Ms. ****** ******
Complaint ID #: *******

Dear Ms. ******:

I am responding to your submission regarding your eligibility for USAA membership. I am sorry to learn of the circumstances you endured during your military service, and I regret the frustration you experienced.

Membership in USAA is open to active U.S. military and to those who retired or have a discharge type of “Honorable,” as well as to eligible family members. We are required to apply these guidelines uniformly. We requested copies of your DD-214 to confirm your eligibility for membership.

The USAA Insurance Agency has established relationships with trusted alliances, such as Liberty Mutual, to provide property and casualty coverage when USAA property and casualty insurance companies cannot. Regarding the requirement for a down payment, while USAA is unable to speak on behalf of another insurance company, some insurance companies do request a down payment to establish a policy.

I understand that you spoke with ***** ******, of our Member Advocate Team, regarding your concerns. As she confirmed, your auto policy cancellation was effective the day you acquired other coverage. In addition, your savings account was closed, and a $50.00 check, representing the entire balance, was mailed to you.

Thank you for taking the time to voice your concerns. We appreciate the opportunity to respond to you.

Sincerely,

**** *****

USAA Insurance Agency means USAA Insurance Agency, Inc. or USAA of Texas Insurance Agency. ** *** * ******** ** *** * ***** **** ************** ***** *** ******** ** ******

Consumer Response: Complaint: *******

I am rejecting this response because: My military discharge DOES fall under "Honorable"....a "General under Honorable" is by VA definition----an HONORABLE discharge. See Veterans Administration and Department of Defence.  This is not acceptable. This is false advertising among others. Discriminating against a definition of 'honorable'. How is this fair? I am awarded every single benefit----without exception--- of VA's classification for benefits of various discharges.  This is the first time in my entire life I have heard of this. I am awaiting your reply, respectfully   ****** ****** ***

Regards,

****** ******

Business Response: March 12, 2014

Ms. ****** ******
Complaint ID #: *******

Dear Ms. ******:

I am responding to your second submission regarding your eligibility for USAA membership.

We responded to your complaint on February 28, 2014. 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.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: So here I am sitting on hold for 20 minutes now and am trying to get my pending auto loan reinstated. now I am getting transferred to the correct department. And I am on hold once again! And now the auto loan department needs to put me on hold so they can call someone. What is going on here? I am getting really frustrated with this. I was getting ready to go down to the dealer to day but found out that my pending approval auto loan for 37k ended on 20 February but I was told it was good until the end of the month.

Desired Settlement: Please fix these issues

Business Response: March 7, 2014

****** ******** **** ** ****
Complaint ID #: *******

Dear ******** ****:

I am responding to your submission regarding your service experience while calling USAA Federal Savings Bank (FSB) to inquire about your auto loan pre-approval.

We regret the frustration you experienced when you called the FSB to ask about the expiration date of your auto loan pre-approval. ******* *********, of our FSB staff, tried to reach you by telephone and via email to address your concerns. She received your email response explaining that you no longer needed assistance. However, if you decide to pursue the loan, a new application would be required. If you have additional concerns regarding this matter, Ms. ********* remains available to assist you and can be reached at ***** ******** ******, Extension *****.

Thank you for allowing us to respond to you.

Sincerely,
**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: An unreasonable or excessive delay in completing service. I was supposed to be reimbursed for my food and incidentals while staying in the hotel and being estranged from my home during water being shut off after pipes bust. I submitted invoices and receipts for all funds spent on indcidentals and household good and food. It is unreasonable for the time it has taken for this claim to be processed. Not only that the investigator(Bill Muller) on my claim was wuite beligerent and extremely rude. Not offering any infromation and timeliness concerning the closure of my claim. I ammasking to be reimbursed asap. my p[remiums hav ebeen paid usaa has accpeted liability. I was told 3-5 business days for receipts to be reviewed and processed. Many other invoices have been processed but not this one. thank you for your speedy service in this manner. ******** *****

Desired Settlement: Reimbursement of incidentals, household goods, and food cost of total $723.61.

Business Response: March 6, 2014

Ms. ******** ********* ***
Complaint ID #: *******

Dear Ms. ***:

I am responding to your submission regarding your January 8, 2014, homeowners claim, and I regret the frustration this matter has caused you.

Thank you for speaking with ***** ********, of our Claims staff, about the items covered under the Additional Living Expense coverage. I understand that a $138.51 electronic payment was sent to you. Ms. ******** remains available to discuss other related expenses with you, and you may reach her at ***** ******** ******* Extension *****.

We appreciate the opportunity to review this situation as we strive to provide quality service and fair claims handling to all of our members.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On January 14, 2014 my wife was driving our vehicle and was involved in a minor accident. The party involved admitted to backing up and hitting our 2008 Chevy trailer blazer and damaging the left rear tail light and bumper. That day was very snowy and police suggested that the parties exchange information with each other since there were no injuries. With USAA's customers own hand writing **** ***** wrote down her insurance info as well as her info. No damage was done to USAA customer **** ***** 2006 Toyota Tacoma plate number ******** Shortly after I contacted the phone number provided ************* and was given ****** ***** at extension ***** and briefly described the situation and was given a claim number of ************ and I also informed ****** ***** that our vehicle had a broken tail light and we are driving illegally and needed to get the matter resoled as soon as possible. Mrs ***** assured me that they would be in contact with us. After no calls from USAA agents or ****** ***** I called once again and was given a different insurance agent by the name of ****** at extension *****. She informed me that she was not able to reach her USAA customer **** ***** and had wrote her a letter informing her that she needed to be in contact with her. I tried calling **** ******** number ************ and was able to reach her. Today 2-17-14 i contacted Mrs. ****** at USAA and once again wanted to get a status update but she did not have any and was still waiting for her customer to call and do a "recorded statement" I informed ****** that your customer wrote and admitted that she backed into our vehicle at a parking lot and caused minor damage to the left rear of our vehicle. What is the next step? do we just wait for **** ***** or can you process the claim and help us since we are driving around in a busted tail light. The entire damage would be about $200 to maximum $500. We are not asking for much and just want the vehicle back to its original state. ****** replied with "why don't you claim it through your own insurance" I informed ****** that if she does not help get this matter resolved I would contact appropriate agencies for help and she replied "go ahead, im just following procedures" I asked to speak to someone else or her manager and she stated that she was the manager and that no one could help in this matter but her and she hung up on me after is said this is BS.

Desired Settlement: I want USAA to process the claim since this has been taking far too long. I want my vehicle's left tail light and left rear bumper end either fixed or be issued a check so that i can fix it myself to its original state. I want this done right away so that we are not in violation of driving around with a broken tail light and being a nuisance to other drivers behind me with a bright white light every time me and wife wife brake at night.

Business Response: March 6, 2014

Mr. ***** *******
Complaint ID #: *******

Dear Mr. *******:

I am responding to your submission regarding the January 14, 2014, automobile claim. We are responsible for analyzing each loss on its own merits, and we strive to provide quality service at all times. I regret any frustration you and your wife experienced.

Our records reflect that on February 17, 2014, we informed you that a liability decision was pending until a full investigation of the facts of the accident could be completed. Thank you for speaking with *** ******, of our Claims staff, about this matter. We have obtained our insured’s statement, and we have attempted to contact you to discuss the liability decision. At your earliest convenience, please call ****** *******, of our Claims staff, at ***** ********* Extension *****.

We appreciate the opportunity to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On January 23, 2014 I attempted to open a bank account and it was declined. Part of opening was the deposit of $50 which I did off a debit card. I called that day and was told it would be refunded by the 4th of Feb. I called on the 8th and spoke with ***** who said it would be there on the 12th. I called on the 15th and spoke to a senior supervisor, ********. She stated Wed the 19th at the latest. Today the 19th I called and still nothing. ******* helped to get answers from Senior Supervisor ***** and I was told they were waiting for my bank to tell them it was okay to refund. I've never heard of a refund happening like this. Complete confusion and waste of the customer (my) time. This is almost a month later with nothing happening

Desired Settlement: I want my $50.

Business Response: March 3, 2014

Ms. ***** *** *****
Complaint ID #: *******

Dear Ms. *****:

I am responding to your submission regarding your deposit to establish a checking account with the USAA Federal Savings Bank (Bank).

Please accept my apology for any frustration and inconvenience this matter caused you and for any conflicting information you may have received. Thank you for taking the time to discuss this situation with ******** *****, of our Bank staff, who confirmed that you received the $50.00 credit on February 20, 2014.

Thank you for allowing us to respond to you.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had an account with USAA several years ago. The account was closed in the early stages, from my understanding, there was too much activity happening for it to be a new account. The account was closed and a balance of $48 was left. It was paid in Feb 2013. I was placed on an Early Warning Systems flag because of the account. After paying the balance, I was told the update would be forwarded to EWS and the flag would be removed, which would allow me to open an account outside of USAA. It has been a year and I've been sent back and forth between USAA and EWS. Both parties saying it's the other's responsibility to correct. I spent over an hour on the phone to be told the something over and was sent back to EWS. I've completed all of the necessary documentation and have been accused of Fraud. There has been no proof or validation or the accusation and USAA has failed to provide additional detail on the issue and has failed to have the flag removed AFTER telling me that I would be removed. I am extremely frustrated at the lack of competence it has taken to resolve this issue. My stress level has increased because of this issue. I had to jump through hurdles in order to obtain my current job because of this issue. I am in the financial industry and this reflects very negatively.

Desired Settlement: I am requested the flag indicating I've committed fraud be removed and my entire relationship be terminated with USAA.

Business Response: February 28, 2014

Mr. *** ** ********

Complaint ID #: *******

Dear Mr. ********:

I am responding to your submission regarding your experience with the USAA Federal Savings Bank (FSB).  

As you are aware, in September 2010, the FSB exercised our right to discontinue doing business with you to the extent allowed by law.  We subsequently notified Early Warning™ that your account was charged off with an unpaid balance.  Our records reflect you paid the outstanding balance on April 23, 2013.  Since that time, the FSB has reported the account as paid in full.  I understand ****** ******, of our staff, spoke with you and explained we updated our reporting to Early Warning to remove the fraudulent activity code, as a courtesy.  If you have further questions, please contact Ms. ****** at ***** ******** ******, Extension *****.

We regret any frustration this matter caused you, and we appreciate the opportunity to respond to you.  

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased property insurance thru USAA in June of 2012 due to the fact my property was being places in a storage unit. I went to retrieve my property on December 5, 2013 & there was a substantial amount of mold & water damage to my property. No one was allowed in my unit for the duration of June 2012 to December 2013 so no one can prove or disprove there was standing water in the unit other than the water marks on my furniture which USAA refuses to note the water marks. My couch was destroyed with mold & an antique vanity & matching chest were also destroyed along with mold on several items that were around the area that the water had to be at. Also 2 brass elephant lamps were damaged either from a fall or something the value if these lamps are $500 each brand new & there's just a huge depreciation value to them both now. The storage facility cannot disprove water did or didn't get into my unit & USAA has refused to reimburse me for any of my lost items. They have also refused to allow me to speak to the CEO, ***** ****** **., to prove my claim for reimbursement. I have communicated with **** at USAA at extention ***** and she has refused me my award & also ********* from extra space storage main office in ***** ** *** ****** ** ************ which she does sympathize with me & suggested not to give up. There had to be some kind of water get into my unit to cause this damage & i want USAA to reimburse me for my damages. Can u please help me get ahold of the CEO OF USAA & get what is rightfully entitled to me. I paid my monthly bill every month i was told before i picked up my items everything is covered fully even in transit but now that there's a problem their story & policy suddenly changed. Please help me get my items paid for.

Desired Settlement: Settlement for the cost of my damaged property & all the work i had to do to get the other items cleaned up where it could be & 2 damaged brass elephant lamps broken cost new $500 each no way to replace just a huge depreciation

Business Response:

January 7, 2014

 

Ms. ******** *** *******

Complaint ID #: *******

 

Dear Ms. *******:


I am responding to your submission regarding the claim you filed on December 5, 2013, for coverage under your renters insurance policy.

Thank you for speaking with ****** ******, of our Claims staff, about your concerns.  As she explained, a thorough review of your claim was conducted, and a named peril was not identified to have caused the damage.  Therefore, your policy could not provide coverage for the damaged items in your storage unit.  A letter was sent to you on December 19, 2013, explaining the reason for the denial.  It is important to note that accidental breakage is excluded in your contract, which is why there was no coverage for your broken lamps.  If you have additional questions, Ms. ****** remains available to assist you and may be reached at ***** ******** ******, Extension *****.


We recognize this is not the outcome you were expecting, but we appreciate the opportunity to explain our position.

 

Sincerely,

 

**** *****

 

Consumer Response: Complaint: *******

I am rejecting this response because: usaa did not even send anyone to look at my damage or the facility where my items were located. They cannot discount that water got into my storage unit. No adjuster looked at my items close enough if i can find a watermark on my items & i paid them for a service they have failed to fulfill thier end of the deal. My items were damaged by water & they cannot prove it wasnt but i insured it because my items were valuable & not damaged until they were in the storage unit & i deserve reimbursement for my loss of either my items or the money i paid for the policy over 18 months! Thats my request! 

Regards,

******** *******

Business Response: January 27, 2014

Ms. ******** *******
Complaint ID #: *******

Dear Ms. *******:

This letter is in response to your January 10, 2014, rebuttal submission regarding your renters claim.

We responded to your complaint on January 7, 2014, and while we recognize that you continue to disagree with the outcome, we feel confident that the correct decision has been made. No new information has been presented that would warrant a change in our position. In addition, we respectfully decline your request for a refund of your premium as a loss not covered under the policy is not a basis for a refund.

We appreciate the opportunity to review your concerns again; however, we consider this matter closed.

Sincerely,

**** *****

Consumer Response: Complaint: *******

I am rejecting this response because:

I've been waiting quiet a while for usaa to respond to my last entry. Still no one has sent me any information or any kind of communication to resolve this matter. Can u please find out what the delay is & let me know what is going on? I have had to buy a new couch & throw away precious items because usaa refused to cover the damages to my property. I paid for 18 months & didn't expect to have any problems when i got my items back but thats why i got insurance in the first place. Their excuse that they didn't know if the property was damage before it went to storage is absurd since they didn't come & inspect my property prior to giving me coverage. My property was in great condition before it went to the storage unit. Even though i lose by requesting the money i spent paying for coverage compared to the damages my property suffered, at some point usaa needs to take responsibility. They do not make sense to use that excuse after 18 months & a problem pops up. This has been seriously traumatic for me & very expensive for me as well. Please help me to either cover my damages or refund all my payments to me. Obviously they never planned to pay for any damaged property but there was damage & I've lost a great deal here. I appreciate all your help & hope to hear from you soon.


Regards,

******** *******

Business Response: March 5, 2014

Ms. ******** *******

Complaint ID #: *******

Dear Ms. *******:

I am responding to your February 21, 2014, submission regarding your renters claim.

We responded to your complaint on January 7, 2014, and on January 27, 2014. As we stated previously, a thorough review of your claim has been conducted, and no new information has been presented that would warrant a change in our position. In addition, we again respectfully decline your request for a refund of your premium.

We appreciate the opportunity to review your concerns again; however, we consider this matter closed.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a deposit of $180.00 in my account on 2/4/2014. On 2/7/14 I charged up $43.00 with my debit card at ***** and it was declined after I left the store. I made a (money order) and learned that my money was on hold. If USAA does not have a ATM or service center that is not the fault of me as a member and I should not be punished for their incompetence.

Desired Settlement: I want USAA to have a service center in ******* or an ATM. I want immediate notification of hold on my account and to understand at what amount the hold is placed? Seems like everytime I make a deposit my money is put on hold!!! Cant see the hold with the App need to be changed!!

Business Response: February 28, 2014

Ms. ******* ******
Complaint ID #: *******

Dear Ms. ******:

This is in response to your submission regarding the holds placed on deposits into your account with the USAA Federal Savings Bank (FSB).

Our records indicate that funds have been deposited into your account using the Easy Deposit service. The Funds Availability policy is outlined in the Depository Agreement and Disclosures, which is provided to all account holders, and notes that funds deposited using Easy Deposit and similar services will be available after the FSB receives payment for the funds submitted. Checks deposited through this service are scanned, marked void, and returned to the account holder with the amount and duration of any applicable hold printed on the back of the check. Details of the hold are also available on usaa.com and our mobile application.

On February 4, 2014, you deposited a check using Easy Deposit, and a portion of the deposit was placed on hold. On February 10, 2014, we explained the hold process, and as a courtesy, released the hold.

We regret the frustration you experienced and appreciate you speaking with Angelica Felan, of our FSB staff, about your concerns and about other deposit options. Should you have further questions, Ms. Felan remains available to assist you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 12/26/13 my fathers vehicle was hit by a USAA insured driver. USAA has prolonged our claim and avoided answering direct questions as to why our claim has not been settled. USAA has pointed blame at a driver of another vehicle and claims their driver was clear of fault. There is no argument that my father is an innocent 3rd party in the case. There is also no dispute that the USAA driver hit my father's vehicle. Even though USAA accept that their client hit our vehicle, they still refuse to accept responsibility. Today 2/12/14, USAA called and advise me that their client's vehicle was a rental and pointed blame at ****** rental. USAA has been unethical in their practices, and my father is still left with an inoperable totaled vehicle. To this date, we still have no resolution, USAA has refused to make us whole.

Desired Settlement: We are seeking USAA pay our portion of the insurance claim in a timely manner. Our vehicle is totaled and inoperable, due to this we are requesting the fair market value be paid to my father.

Business Response: February 27, 2014

*** ****** ** ***
Complaint ID #: *******

Dear Mr. ***:

I am responding to your submission regarding the December 26, 2013, automobile claim.

Our records confirm that you filed an inquiry with the Texas Department of Insurance (DOI), and we responded to the Texas DOI on February 24, 2014.

Please know that we adhere to USAA’s core values of service, loyalty, honesty, and integrity, and we do not engage in unethical practices. We regret any frustration this situation may have caused, and we appreciate the opportunity to reply.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 2000 Honda accord from a local dealership in which was financed through USAA. A few weeks ago the vehicle was in an accident and was totally damaged. When we contacted our insurance company (*****) they informed us that the vehicle didn't have full coverage and therefore they could not pay for the damages. In purchasing the vehicle we thought that a vehicle could not be financed without having full coverage, in which we didn't know at the time that USAA financed the vehicle any way with the correct coverage. After talking with a USAA representative we were told that a few days after we purchased the vehicle that a letter was sent to our address providing us a chance to get full coverage. I have no memory of receiving such a letter, nor did I receive a follow up phone call that a letter was sent. So throughout this time we were unaware that the vehicle did not have the coverage needed in case of an accident. If we were informed the day of purchasing or in the following days about the coverage we would have added it to our insurance policy. Between USAA and dealership one of the parties should have ensured the vehicle was being purchased was validated. USAA wants to blame us for not having the correct coverage, when the lien holder should not have let the vehicle get purchased without the proper coverage. Now we have to continue to pay the vehicle off in order to get the title so that the vehicle can be destroyed since it's totaled and will not be replaced.

Desired Settlement: We are hoping that either the vehicle be replaced since it was not fault the vehicle did not have full coverage and USAA did not ensure of this, or we are not required to continue to pay for a vehicle in which we cannot operate and have the opportunity to get another vehicle through USAA financing for the remainder of the price still owed.

Business Response: February 26, 2014

Mr. ******* ******* *******
Complaint ID #: *******

Dear Mr. *******:

I am responding to your submission regarding your automobile loan. We regret the frustration this matter has caused you.

When you contracted the loan with us in May 2013, you agreed to the terms which include obtaining insurance coverage for the vehicle. Thank you for discussing this matter with ******** *******, of our FSB staff, who facilitated the release of the title to the repair facility, so disposal can occur. I understand that Ms. ******* also explained that you have been approved for a second loan for your next vehicle purchase. If you have further questions, Ms. ******* remains available to assist you, and she may be reached at (800) 531 USAA (8722), Extension 20742.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have been with USAA for auto insurance for the past 8 years. Not once have we changed the policy. We recently renewed our insurance with this company. We recently filed an insurance claim and while doing so, they said that we didn't renew our comprehensive or collision insurance. However, when we renewed the insurance, no one mentioned this, nor did we receive anything in writing or by email. We didn't even receive a phone call notifying us of the change. Coincidentally, this took effect on January 15th and our accident occurred on January 23rd. We feel like they have lied to us and have left us to fend for ourselves. Adding injury to insult, for a week they didn't call us to follow up with an adjuster or anything. They had just written us off as if we were never customers of theirs, or as if we hadn't called at all.

Desired Settlement: We desire an investigation of their practices and would want to see a paper trail of where they sent these "letters" out. I would also like to hear our past recorded conversations that they keep on file, to hear if anything was mentioned or changed. We feel as if they made these changes which were unauthorized.

Business Response: February 26, 2014

********* ***** *******
Complaint ID #: *******

Dear Sergeant *******:

I am responding to your submission regarding your January 23, 2014, automobile insurance claim. We regret any frustration this matter has caused you.

We thoroughly reviewed this situation and found no new information to warrant a change in our coverage decision. We notified you about the need to have the required paperwork to maintain comprehensive and collision coverage; however, we did not receive the required paperwork, and the coverage was removed. Thank you for discussing this matter with ******* ******* of our Underwriting staff. Should you have further questions, he remains available to assist you, and he may be reached at ***** ******** ******* ********* ******

We realize this is not the outcome you were expecting, but we appreciate the opportunity to explain our position.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: USAA driver changed lanes while turning and ran into me.Police were called. Driver admitted guilt to officer. Driver failed to report the accident , therefore I had to call and advice them of accident. After going back & fourth for nearly a month and a half with USAA about why the covered party hasn't contacted them to start claim process. I get a call to provide statement. After I made my statement, they said my statement isn't consistent with their clients. Therefore basically trying to deny my claim.These people are the worst Insurance Co ever , They try everything possible to deny claims !!!

Desired Settlement: for my vehicle to be fixed

Business Response: February 24, 2014

Mr* ****** *******

Complaint ID #: *******

Dear Mr. *******:

We received your submission regarding an automobile accident, and we would like the opportunity to address your concerns; however, we were unable to identify the appropriate claim based on the details provided.  Please submit additional data, including the claim number, insured name, date of accident, and any other information that may assist us in researching this matter.  

Thank you for your assistance.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had insurance through this company for close to 30 year. I like this company. However, they have been pushing their website and it is a horrible website. I have had problems with it in the pass, too. This time I tried to look up insurance costs for different cars I am looking at purchasing, and I cannot even get through the login process. So I tried to call the company, and they are not open. Next, I tried to send them an email about my concerns and frustrations, but in order to do that you have to first "logon" to their website that will not let you "logon" in the first place in order to send a message. This is bad! So, instead I am having to send a message to the company, not through "normal channels" but instead through the BBB. How messed up is that?

Desired Settlement: Fix it so that I can logon to the website. Maybe a step by step with someone who really knows how to navigate the website and can get back to management on how bad their website is messed up in order to fix it.

Business Response: March 6, 2014

Mr. John Michael McLuckie
Complaint ID #: 9929484

Dear Mr. McLuckie:

I am responding to your submission regarding your recent online experience.

We regret any difficulties you encountered when you attempted to access our website. Unfortunately, we were unable to reach you to discuss this matter, and we would like to help you establish your online account. At your convenience, please contact ****** ******, of our Website Customer Support (WCS) staff, at ***** ******** or our WCS team at ***** ******** ******, Extension *****.

Thank you for speaking with ***** ******, of our Member Advocate Team, who provided the automobile insurance quotes you requested. If you have any questions about the quotes, Ms. ****** remains available to assist you and can be reached at Extension *****.

I appreciate you bringing your concerns to our attention and giving us another opportunity to respond to you.

Sincerely,

***** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

**** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a car which has been insured with USAA and my engine has been deemed to damaged to repair and must be replaced. While my car was parked on the street someone hit the front end and caused 4000.00 worth of damage. The hit and run happened over 3 months ago and have been working with insurance company ever since. There process has cost me thousands of dollars because of rental car fees. and I also had my $1000.000 subs stolen out of the car when the tow truck picked up my car. The insurance company had my car picked up by their tow trucking company. So now I am out the subs and the settlement Because of the motor they now say they will not issue a check to me for the damages. I understand the motor is not covered but I still need to get a settlement for the damages caused by the hit and run. I don't understand how they can get away with this. I have a police report regarding the hit and run and so does USAA. My policy number with USAA is ************

Desired Settlement: I need my settlement for the damages caused by the hit and run accident and also the subs which were stolen by their tow truck driver.. I am highly upset and this is total crap.

Business Response: February 11, 2014

******** ****** ******* **** ******
Complaint ID #: *******

Dear ******** ******:

I am responding to your submission regarding your November 20, 2013, automobile insurance claims for collision damage and theft.

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. Accordingly, a notice with an explanation of the coverage decision for the damage to your vehicle was sent to you on January 28, 2014. I understand you spoke with ******** ****, of our Claims staff, who discussed the factors that led to our decision and who confirmed that a payment for the theft claim was issued to you on January 30, 2014. If you have any further questions, Ms. **** remains available to assist you and may be reached at ***** ******** ******, Extension *****.

Thank you for the opportunity to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint: *******

I am rejecting this response because: The response in completely unacceptable and it's an outrage.  My car was damaged by a hit and run and I have a police report stating as such.  Yes the motor was deemed uncovered by the insurance company and thats fine.  But now after over 3 months of delay from the insurance company they are trying to pull this.  I paid insurance and expect my car to be paid.   I have had to get a new car and had the remainder of the loan attached to my monthly payments.  I demand the payment for the damage to my car estimated at $4400.00.  My next step is a lawyer.
I will accept nothing less than the amount owed to me.

Regards,

****** ******

Business Response: March 3, 2014

******** ****** ******* **** ******
Complaint ID #: *******

Dear ******** ******:

I am responding to your rebuttal submission regarding your November 20, 2013, automobile insurance collision claim.

We responded to your complaint on February 11, 2014. 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,

***** ******

Consumer Response: Complaint: *******

I am rejecting this response because: They owe me $4400.00 for the damage caused to my vehicle from a hit and run driver.  I demand payment.  Nothing less will be accepted.    

Regards,

****** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have USAA Checking accounts and a USAA Morgage. I payed my Morgage bill on the 28th of January with a check using my USAA Checking account. The check was dated 20 Januart, cleared on 28 January. On 21 Feb at 1030 at night USAA morgage called me. I was a sleep and didn't get to the phone. When I got to it there was a message telling me to call USAA Morgage. I attemped to call a automatic machine said they were closed. I called the next day. The morgage department is saying that I didn't pay my payment, however I have a cleared check, so they have the payment. I was then directed to the Checking department, were not one but 3 oporators disconected my call after I asked for a supervisor or they just hung up.. My 967 dollar is with USAA and they can't figure it out or help me fix it they just want me to pay them again with late charges..

Desired Settlement: Fix my payment

Business Response: March 5, 2014

******** ***** ***** *********** ******* *****
Complaint ID #: *******

Dear ******** *****:

I am responding to your submission regarding your payment for your mortgage loan.

Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB). We responded to the CFPB on March 4, 2014.

Thank you for the opportunity to reply.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

*********** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I actually have several complaints. My initial complaint with USAA originated in March 2013. My vehicle was stolen and wrecked by someone who was staying in the house in which i was also living. I filed a police report, but the police could not move forward with pressing charges against the individual because the individual who took my car without permission returned it to the place from which it was originally taken. I also called USAA Auto insurance, the company with which I hold a policy. They did not send out a field representative to view the damaged vehicle; instead, my vehicle was picked up by a tow truck and taken to ************ Collision Services, *** ** **** ******* ******* ** *****. ************ Collision assessed the damages and said the car was not "totaled". However, the actual damages far exceeded the initial review of the damages assessed by the collision shop. The vehicle was never truly fixed. I returned to the collision shop many times (over the course of 8 weeks) because problems continued to be identified (axel, wheels, electronic issues, paint and body problems) after the vehicle was picked up. I called USAA to complain, and they finally sent a field officer out to assess my vehicle in May 2013 to "alleviate all my concerns". The field officer was very condescending and was obviously a friend with the manager of ************ Collision. When ************ called me to fetch my car on May 18, 2013, I immediately drove it to a dealership where I sold my car and purchased a new vehicle due to the continuous problems. I'd be happy to send a report of all of the car damages if you would like, but over the course of those approximately 8 weeks, more than 5,000 USD were spent on damages, and I had rental cars for all 8 weeks. The total amount spent on this problem surpassed the cost of my damaged vehicle. Further, USAA claimed that I never told them that the car was stolen (which it was!). The car was never completely fixed. I felt USAA did not handle my claim effectively, nor did they address my concerns appropriately. The next issue follows the purchase of my current car (which I bought due to the above mentioned issues). I purchased my car from a Hyundai dealer in Houston. When at the dealership, I called USAA for new auto insurance. I realized last week that my old car was still on the policy instead of my new Hyundai! I called USAA immediately and asked them about this problem. They claimed I never called to switch my policy to a new car. They also said I have had continued coverage as a driver, which is good. I asked them to backdate the policy of the auto insurance to the date of the purchase of my new car. They said they couldn't do that; further, they told me that the Hyundai policy was less expensive than the policy of my old car and accused me of only wanting a back-dated policy so that I could get a refund of the difference in policy cost. The representative actually said I wouldn't want a back dated policy if the new policy was more expensive. I find that comment rude and disrespectful. The final complaint happened today. My car window was smashed last night. My partner and I realized it this morning when walking the dogs. The window that was broken was the back seat window behind the passenger seat and the small triangle window behind the large one. The class was inside the car and outside of the car. Nothing was stolen and the car doors were locked. As such, I feel I must have been targeted. In addition to the glass damage, the paint was scratched and since it has been raining, I have significant amount of water damage inside the car. I called the police first, and then called USAA to file the claim. It is cold and rainy today. They told me they could not do anything for me today but gave me a claim number and asked me to call back in the morning. I work Monday - Friday, 8-4pm. I need to get to work and I can't drive a car that has broken windows, especially in winter and wet weather (further damages will likely ensue in wet weather). They told me they couldn't give me a rental today and I would just have to wait. Further, they told me an adjuster would be out in 1-2 business days to assess the damage. They said if I rented a car, it "may" be reimbursed and if I wanted to purchase items to cover the window, those also "may" be reimbursed. So for the next few days, my partner and I will be using her car until the insurance will help me. So their lack of assistance in an urgent issue is beyond me. Why in the world would the insurance company with which I have had a policy for more than 16 years be unable to help me when my car was vandalized? Their apathy and inactivity has led me to search for a new auto insurance company.

Desired Settlement: My desired outcome is better customer service, and I would like for USAA to stop treating me like I did something wrong when my car continues to be vandalized or when I complain to my insurance company about my service. I would also like the public to be aware of the poor customer service that I (and possibly others) have experienced with USAA. My desired outcome is also for USAA to backdate my auto insurance policy to the date of my vehicle purchase, May 18, 2013. I can provide any supporting information that the BBB may request.

Business Response: February 25, 2014

Ms. **** **********
Complaint ID #: *******

Dear Ms. **********:

I am responding to your submission about your service experiences regarding your automobile insurance. We strive to provide quality service and fair claims handling to our entire membership, and I am sorry for any frustration these matters have caused you.

Thank you for speaking with *** ****** concerning your claims and ***** ***** about the adjustment to your policy to add your new vehicle. I hope your conversations with them helped reassure you that member service continues to be our top priority. If you have further questions, Ms. ****** and Mr. ***** remain available to assist you, and they may be reached at ***** ******** ******* Extensions ***** and *****, respectively.

We appreciate you allowing us to address your concerns, and please know we value your feedback, which was shared with our management team.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Account OverviewAccount Number ********** Address ********** **** ** *** ****** ******* ** ********** Routing Number ********* Transaction History Date Description Category Amount Balance Open Transaction Details Feb 6, 2014 ********** ***** *************** PENDING ($6.87) $1,596.95 Open Transaction Details Feb 6, 2014 *** Payment *************** Bills ($118.49) $1,603.82 Open Transaction Details Feb 6, 2014 ACH - ********* *** ******* *** - ITEM RETURNED Uncategorized ($29.00) $1,722.31 Open Transaction Details Feb 6, 2014 **** ***** STORE REG SALARY *************** Uncategorized $1,316.67 $1,751.31 AS YOU CAN SEE FROM THE ABOVE LIST OF TRANSACTIONS, there was an available balance of $1751.31 when the ********* Web Payment for $1740 came through. However, USAA CHOSE to return my rent payment and charge a $29 return item fee. They have returned the $29 to my account. However, that does not make right the extra $250 that I have incurred due to their returning my rental payment.

Desired Settlement: I want immediate reimbursement for the $250 that I will have to pay my rental company. I want this complaint put before the CEO *** ****** at USAA so that he can be made aware.

Business Response: February 24, 2014

Ms. ********** ****
Complaint ID #: *******

Dear Ms. ****:

I am responding to your submission regarding your USAA Federal Savings Bank (FSB) checking account.

Thank you for speaking with ***** ********, of our FSB staff, about your concerns. As she explained, sufficient funds were not available when the check for $1,740.62 attempted to debit your account on February 5, 2014. Subsequently, a nonsufficient funds (NSF) fee was assessed to your account. As you are aware, the FSB refunded the NSF fee to your account, as a courtesy. However, we must respectfully decline your request for additional compensation. Should you have further questions, Ms. ******** remains available to assist you and may be reached at ***** ******** ******, Extension *****.

We regret any frustration you experienced, and we appreciate the opportunity to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a policy that canceled in November 2013 in which I was unable to pay it because it was a holiday and the banks were closed. I was told that if I paid my premium in full, that it would be reinstated. I paid the premium in full and the insurance was reinstated. The customer service representative advised me that I did not have to pay another payment until May 2014 because I paid my policy in full. Just recently on January 18, 2014 that my insurance bill was past due for over $400. I had never received a bill, warning, nothing informing me that I had a bill due. This served as a shock being that I was just told I didn't have a bill until May of this year. I called to gain clarity on the bill that I was emailed and as already stated, the previous representative told me that I did not have any bills due until May, since I paid the premium in full. I explained my issue to billing just for the young man to tell me that he can not believe I owe over $400 either because I made the payment of the premium in full and it made no sense to him either. I was not looking for him to agree with me, I was looking for him to fix the problem or explain what was going on. They young man was unable to fix the problem, so he transferred me to another department in billing. When I got to that department the young man did not bother explaining or noting the issue, so the young lady asked me to explain the issue all over again. At that point I was frustrated and asked to speak with a manager because I was on the phone with this young man far too long with no results. I held for over an hour and when I finally got a manager named **** ********, I was floored at the disrespect and disregard to my issue. The amazing customer service that I used to receive from USAA years ago, is no longer. Each representative does not care and try to rush you off the phone. **** not only tried to rush me off the phone stating that it was late in the day and the weekend, but his customer service method was almost of a reprimanding method that was disrespectful and condescending. He told me that I always have an issue paying my bills along with some other unpleasant things. This is not the service that I have received from USAA over the years! My Dad and my sister both have USAA and served in the military and neither one of them has been disrespected as much as I have been while trying to narrow down a billing issue. **** told me that I can no longer call USAA because he was going to have me blocked and that I would only be able to communicate through mail and emails. I asked to be called back by a manager after getting off the phone with **** and calling back. I spoke to a young lady named ******* that did not sound eager to help either. She told me that I needed to call back because since the complaint was about another manager, I would need to try another method. The overall experience was horrible and the issue and questions I had with billing were never resolved. I received a call on that following Monday from another manager and once again he was unaware of the issue because the previous representative to not give them a briefing as to what the issue was. He stated that he seen that I called and hope the issue has been resolved and if not call back to speak with whatever manager answered the phone.

Desired Settlement: I would like my bill adjusted and I would also like to be compensated for my time that I had to spend with the representatives on the phone that did not try to fix the issue and talked down to me for two hours.

Business Response: February 10, 2014

Ms. ****** ******
Complaint ID #: *******

Dear Ms. ******:

I am responding to your submission regarding about your auto and property insurance bill. We strive to provide quality service to our entire membership, and I regret any frustration you experienced as a result of this matter.

The nonpayment cancellation notice we sent you dated October 22, 2013, notified you that if $687.18 was not received by November 10, 2013, your auto and renters policies would be canceled. The policies were subsequently canceled when no payment was received, and the unearned premium was credited to the balance of those policies, resulting in a past due amount. After your payment of $662.83 was received on November 15, 2013, the policies were reissued with a lapse in coverage effective November 16, 2013. That payment satisfied the past due amount of the canceled auto and renters policies and paid a portion of your new policies, leaving a balance of $424.63. We appreciate your February 4, 2014, payment, and we respectfully decline your requests for a bill adjustment and compensation for your time. If you have any questions, ****** *********, of our Member Advocate Team, remains available to assist you and can be reached at ***** ******** ******* Extension *****.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint: *******

I am rejecting this response because:  I was put on a payment plan that I had not agreed to, nor aware of what it was.  A payment plan was set up to where I have to pay the policy in full or it will immediately cancel. This was never explained by any of the other representatives. After spending countless hours on the phone with unskilled representatives that weren't knowledgeable about anything pertaining to my account,  i filed the complaint with the BBB. The possession they had reach out to me was ****** *********. ****** ********* reached out to me twice and I was not impressed with the way the call was handled.  The second time I spoke with her, I had to refresh her memory as to what our conversation was. She was scrambling through notes,  definitely not a way to handle a complaint that she was so proud to let me know reached the office of the CEO. Her call let me know that the bad customer service starts from the top and managed to reach the bottom. This company is just not what it issued to be. Bet unprofessional and unorganized call from the CEO's office from ****** *********!

Regards,

****** ******

Business Response: February 28, 2014

Ms. ****** ******
Complaint ID #: *******

Dear Ms. ******:

I am responding to your second submission regarding your automobile and property insurance bill.

We responded to your complaint on February 10, 2014. While we recognize that you disagree, we feel confident that your account was handled appropriately. We required full payment of your policies due to your account history; however, your renewal policies will be billed on the monthly extended plan because you set up automatic payments. Thank you for discussing this matter with ******* ****** of our Member Advocate Team.

We appreciate the opportunity to review your concerns again.

Sincerely,

**** *****

Consumer Response: Complaint: *******

I am rejecting this response because:The issue was not resolved and the top management is equally as unprofessional as the customer service representatives answering the phones. No one advised me of my accounts status until I complained to the BBB. Terrible customer service !

Regards,
****** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I engaged USAA in December 2012 to purchase homeowner and auto insurance for the year 2013. The premium I was quoted was $954.59 annually for homeowners and $390.13 for six months for auto. The total premium amount was $1,734.95 for the year which I generally paid in monthly installments. I never received notification from USAA of any premium amount change. Immediately I began to experience great difficulty: USAA would not state what the monthly amount due was, instead they sent an email directing me to log on to my online account to determine payment for that month. I did as directed and experienced great difficulty getting access to the billing amount several times but continued sending in estimated payments every month based on the first bill. I called USAA several times to attempt to resolve the problem and was told different things by people who seemed to be guessing or gave inconsistent information. For example "I'm sorry our web site is down" or "I'm sorry my computer is down I can't look that up for you" or that "the amount changes every month so the only way you can avoid paying the incorrect amount is to use our auto pay feature that allows us to charge your credit card automatically". I was sometimes able to access what the USAA online site called 'billing information' however the format was so arcane it was difficult to determine what amount was due on a regular basis so I continued sending estimated payments. By fall 2013 I received a letter in the mail from USAA saying my account was past due and I would lose insurance in the future if it was not paid. I paid immediately and called USAA to try and resolve for the future and was told "I'm sorry our billing got mixed up" when I made suggestions and expressed my opinion how unbusinesslike USAA had been since the beginning, no one I spoke to acted as if it mattered at all. As a result I cancelled all my policies with USAA and went with another company. In total, my premium cost for 2013 was $1,734.85. I paid $2,056.48 in monthly payments and additional payments due to 'past due' letters I received from USAA. This constituted $321.63 in overpayment of premiums which I assumed would be refunded. I received from USAA a refund check for only$45. On 2/11/14 I called USAA and enquired about the refund shortage, speaking to '****' who explained the difference was likely because I paid monthly instead of all at once. I asked if the costs for paying monthly added up to about $280 and he said he didn't know. He placed me on hold twice and came back both times with no explanation as to why USAA premium charges would be less than I was billed for them -- and that USAA would not refund the overpayment. I last explained to him very nicely that this was 'classic USAA disfunction' and exactly why I quit them. Disinformation, very poor communication, primitive and misleading web site information, and an innate inability of employees to consistently and rationally explain USAA actions.

Desired Settlement: I desire a $276 refund as 'balance due to me' of overpaid premiums for my auto and home policies.

Business Response:
February 27, 2014

****** ***** ***** ******* ****** ** ********* *** ******
Complaint ID #: *******

Dear ****** ***** ********:

I am responding to your submission regarding your insurance billing. I’m sorry you found it necessary to cancel your policies and for any frustration you experienced.

Thank you for speaking with ***** **********, of our Member Advocate Team, about your concerns. As she explained, the applicable credits were applied to your account balance, which resulted in a refund of unearned premium of $49.69. Your refund check was issued on January 3, 2014. I understand Ms. ********** also sent you correspondence detailing the refund calculation, as you requested.

In addition, our records indicate your policy renewal packets, policy adjustment notices, and billing statements were sent to your online account as you had requested. Should you have further questions, Ms. ********** remains available to assist you and may be reached at ***** ******** ******* Extension *****.

We appreciate the opportunity to review this matter and to respond to you.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I remain seriously disappointed in USAA due to their very poor communication practices. The constant lack of clarity and guessing by their customer service staff combined with a very troublesome web site was a nightmare. I took my business elsewhere and the difference is night and day.

Regards,

****** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am constantly and consistently being harassed by this number and when I answer this number I get just a beep noise. I do not know if it is a fax machine or not but I have looked up information on the internet with regard to this number. This has to do with an insurance agency from what I have discovered. I call the number back and they tell me this will be handled as soon as possible. "Your name will be removed from our list of customers". I have gotten calls for at least 3 weeks every other day except on weekends. They are only in the afternoon hours.

Desired Settlement: I do not want to be disturbed by this incessant ringing of my phone and the beeping of a fax machine. It was supposedly handled and it has yet to stop in my home.

Business Response: February 26, 2014

Mr. ****** ** *****
Complaint ID #: *******

Dear Mr. *****:

I am responding to your submission regarding the calls you have received from USAA, and I apologize for any inconvenience this matter may have caused you.

Our investigation of your inquiry found that the source of the calls was a fax machine. This situation was shared with the appropriate individuals, and we have put a block in place to prevent future calls from occurring. Should you have further questions concerning this matter, Eileen Richardson, of our Member Relations staff, remains available to assist you, and she may be reached at ***** ******** ******, Extension *****.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Our insurance was cancelled by us after 15 years due to **** in Member Rescue Team telling me I could not remove my 15 year old son from the policy. This was at the beginning of November 2013 and we took out a new policy with AAA here in New Mexico on November 13th 2013. Despite being informed of this for both Auto and Homeowners policy by AAA and ourselves, they are still holding our refund of $1032.57 on the basis that our policy was cancelled due to non-payment on24th December2013. I have made so many telephone calls I am transferred at least 3 times, repeat myself over and over again and today was the last straw as apparently it will be another 30 days. We have paid insurance twice through our mortgage escrow company as we had to pay AAA as well yet USAA are in no hurry to send us back our overpayment, I guess because we cancelled with them. Also they have us as non-payers which We also take exception too. Please help us!!!

Desired Settlement: An apology, our money returned and the records corrected to reflect the truth about the cancellation of the Auto and Homeowners policy.

Business Response: February 12, 2014

**** ***** ******
Complaint ID #: *******

Dear Mrs. ******:

I am responding to your submission regarding your automobile and homeowners insurance policies.

We apologize for the frustration you experienced. Please be assured our employees are expected to handle matters in a timely manner, and it is clear we could have done a better job processing your requests. Thank you for speaking with ***** ******, of our Member Advocate Team, who discussed the situation in detail, canceled your policies effective November 13, 2013, and removed the nonpayment cancellation from your record. There is a remaining balance owed for your automobile policy for coverage provided from the beginning of the policy term to the cancellation date. As you requested, a stop payment was placed on the refund check for your homeowners policy, and the funds will be transferred to your checking account ending in ****. Should you have any further questions, Ms. ****** remains available to assist you and may be reached at ***** ******** ******* Extension *****.

We appreciate the opportunity to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint: *******

I am rejecting this response because:I feel that although USAA have responded in a professional manner, the matter is far from resolved as now they are claiming we owe over $250 for our Auto Policy which was cancelled when we switched to AAA in November last year.

I have been contacted by ***** whom I was told is a CEO of the company, and she has been very helpful, although we do feel that this sudden outstanding customer service by USAA is due to the intervention of the BBB, whose assistance in this matter has been invaluable.

Our son was 15 at this time and had a restricted license and as such is not charged for by AAA on our policy. USAA never offered us anything like this but stated after the fact that they would have matched this to keep us with them. We would expect that after 15 years the company would be looking for the best rates possible for their clients.

I will call ***** again on Tuesday, due to Presidents Day to see where we go from here

Regards,
***** *** ******* ******
***** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I've made significant payments every month for years, above the monthly minimum due, but my loan balance has not decreased. I called to get explanation, and/or to decrease the interest rate on my loan. After discussing my issue with eight different agents, no one could explain why I am still paying the same amount in fees and interest after years of significant payments (I.e. minimum payment due might be $87.00, my payment could be as much as $150 or more). I was told before any money was applied to my loan, interest and fees were paid first. I'm ok with that, but I'm still paying the same amounts for purchases made and cash advances as was 2 years ago. My credit card has been closed for years (?). If the first thing applied is to intrest and fees after years of significant payments, why am I still paying the same amounts? Where has the money above the minimum amounts due been applied? My loan has not decreased in years..

Desired Settlement: Total accountability of all monies paid in detailed explanation, and/or proper application of money already paid to my credit card account.

Business Response: January 29, 2014

***** ******* ***** ***** ****** **** ***** *** ******
Complaint ID #: *******

Dear ***** ******* ****:

This letter is in response to your submission regarding your credit card account with the USAA Federal Savings Bank (FSB).

A review of your payment history reflects that, while the amount you are paying is more than the minimum amount due, it is not sufficient to have an impact on your principal balance. Page one of your monthly credit card statements, under Payment Information, explains how long it will take to pay your balance in full when you only pay the minimum amount due. In addition, the section also describes how much you could save in interest charges if you paid a higher amount consistently.

For a detailed review of how your payments have been applied in the past, you can access copies of previous credit card statements at usaa.com. Each statement explains when a payment was received and how the funds were allocated. I understand that ****** ****, of our FSB staff, spoke with you on January 22, 2014, about how payments are applied. If you have additional questions concerning this matter, Mr. **** remains available to assist you and may be reached at ***** ******** ******, Extension *****.

We appreciate the opportunity to review your concerns and respond to you.

Sincerely,

**** *****

Credit Cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Consumer Response: Complaint: *******

I am rejecting this response because: I never spoke to Mr. ****** ****. The people I did talk to said if I made consecutive payments of $127 a month,  that this credit card would be paid off in 3 years. My payments have ranged from $100 to $215, average payments of $150, but my over all balance is only 40 cents less than what I started. My credit card was closed in August of 2011 but I'm still being charged $38 for purchases made, and $17 for cash advanced every month.  If the first thing applied towards my balance goes to those interests and fees, why am I still paying the same amount I was paying 3 years ago? Thats sounds like predatory lending if you ask me. I've been paying for years, but my over all balance is only $285 less than when I first started. And I'm supposed to except that? I want to pay this card off, not pay you for the rest of my life...
 
Regards,

****** ****

Business Response: February 18, 2014

***** ******* ***** ***** ****** **** ***** *** ******
Complaint ID #: *******

Dear ***** ******* ****:

I am responding to your submission about your credit card account with the USAA Federal Savings Bank (FSB).

Our records reflect that ****** ****, of our FSB staff, contacted you in January and that you advised it was not the best time to discuss your concerns in detail. Thank you for speaking with ******* *****, of our FSB staff, who explained the allocation of payments to your credit card. I hope your conversation with him was helpful, and I understand that Mr. ***** reviewed the monthly payment amount that is necessary to pay your balance in a timely manner. Should you have further questions, please contact Mr. ***** at ***** ******** *****), Extension *****.

We certainly regret any frustration this matter has caused you, and we appreciate your continued efforts to pay your account balance. Thank you for allowing us to review your concerns again.

Sincerely,

**** *****

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was utilized as a co-signer on a used car loan without consent or notification. Although my child is a member of USAA through my military affiliation, that should not give USAA the authority to approve a loan for which I may be held liable, without notifying me. I was made aware of the loan through "Potencially Negative Action" on my credit report. I am currently deployed overseas and was not aware of payment issues associated to this loan, yet I have two "30 days late" hits on my credit report in the past 60 days. My credit score has dropped over 50 points due to this issue. I notified USAA of my concerns and was requested to send a copy of my deployment orders, which I did on 01-23-2014. Instead of helping to correct the problem, they hit me with another "30 days late" on 02-05-2014. They claim my military orders were just to provide me with a reduced interest rate on my loans and credit cards, in accordance to the Servicemember's Civil Relief Act (SCRA).

Desired Settlement: Remove all negative information from my credit report pertaining to this loan. Change this loan policy to protect members from unauthorized financial obligations.

Business Response: February 24, 2014

***** ***** ******* ******* ********* ***

Complaint ID #: *******

Dear ***** ********:

I am responding to your submission regarding an automobile loan with the USAA Federal Savings Bank (FSB).  I apologize for any frustration this matter caused you, and I appreciate the opportunity to respond to you.  

Our records indicate the loan was contracted on usaa.com by ******** ******** and listed your name as a co-applicant.  As ******* *********, of our FSB staff, advised, we have removed your name from the loan and submitted a correction to the consumer reporting agencies to remove the trade line from your report.  It may take up to 45 days for your credit report to be updated. Should you have any further questions, Ms. ********* remains available to assist you and may be reached at ***** ******** ******, Extension *****.

Thank you for your service to our country and for allowing us to review your concerns.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/25/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: USAA has a history of not supporting fraud/disputes on my CC. A 2500 valid/legit fraudulent charge was put on my CC and USAA is failing to support me on it after several months. Making unreasonable requests for evidence I dont have nor can I get that is not even applicable to the situation.

Desired Settlement: Charge back and refund my stolen 2500 on CC ending in ****.

Business Response: February 24, 2014

******** ***** ** ******* ****** ********* ***
Complaint ID #: *******

Dear ******** ******:

I am responding to your submission regarding your credit card account.

Thank you for speaking with **** *******, of our staff, about our investigation of the $2,500.00 charge. As she explained, after reviewing the documentation recently provided, we agreed to permanently credit your account for the charge. The $2,500.00 credit posted on February 14, 2014, and will reflect on your next statement.

We regret any frustration and inconvenience this matter caused you, and we appreciate the opportunity to reply.

Sincerely,

**** *****

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I'VE BEEN A CUSTOMER WITH USAA HOME OWNERS INSURSANCE FOR 5 YRS AND NEVER FILED A CLAIM UNTIL LAST NOV 2013 DUE TO A STORM WHICH DAMAGED MY ROOF AND LEAKED THROUGH TO THE CEILING DOING MORE DAMAGE. USAA DENIED MY CLAIM TWICE. ON ONE HAND THEY SAY THAT THERE IS NOTHING WRONG WITH MY ROOF TO AFTER YRS OF COLLECTING MY ANNUAL PREMIUME , THAT THE ROOF WAS NOT PROPERLY INSTALLED TO NOW THAT THE ROOF WAS/HAS BEEN LEAKING FOR SOMETIME EVEN THOUGH I HAD SEVERAL CONTRACTORS EXAMINE MY ROOF AND DETERMINED THAT IT HAD BEEN RECENTLY DAMAGED. OF COURSE IF USAA SENDS OUT SOMEONE ON THERE BEHALF THEY ARE GOING TO RULE IN USAA'S FAVOR SIMPLY BECAUSE USAA IS PAYING THEM, NOT ME THE HOME OWNER. MY ROOF WAS INSTALLED BY A CERTIFIED LIC CONTRACTOR AND I HAVE THE RECEIPT, SO IF IT WAS NOT PUT ON RIGHT LIKE USAA CLAIMS THEN THERE BEEF IS NOT WITH ME BUT THE CONTRACTOR BECAUSE IT WAS GOOD ENOUGH TO INSURE IN THE 1ST PLACE. THIS IS A BOLD FACE CASE OF INSURANCE FRAUD! IF I HAD DONE SOMETHING TO THIS EFFECT ID BE LOOKING AT JAIL TIME! BUT USAA CAN DO AS THEY PLEASE WITH NO PENELTY! THERE COMMERCIALS ARE A BOLD FACE LIE WHEN THEY STATE 'WE LOOK OUT FOR AND TAKE CARE OF OUR VETERANS!"

Desired Settlement: REPAIR OR REFUND MY POLICY PREMIUMES FOR THE LAST 5 YRS! THEN I'LL CANCEL MY CLAIM AND POLICY AND TAKE THE MONIES I'VE PAID TO USAA FOR THE LAST 5 YRS AND REPAIR/REPLACE MY ROOF WITH THAT REFUND!

Business Response: February 12, 2014

Mr. ****** *** *****
Complaint ID #: *******

Dear Mr. *****:

I am responding to your submission regarding your November 27, 2013, homeowners claim.

Our records confirm that you filed an inquiry about this matter with the North Carolina Department of Insurance and that we responded to them on December 17, 2013. We strive to provide fair claims handling to our entire membership, and I assure you we act in accordance with USAA’s core values of service, loyalty, honesty, and integrity as well as with state insurance laws.

As you know, we scheduled an engineer inspection of your roof. I appreciate you speaking with ****** ******, of our Claims staff, and confirming that the inspection was completed. As Ms. ****** advised, once the engineer’s report is received, she will contact you to discuss the findings and provide you with a copy of the report. If you have any questions, Ms. ****** remains available to assist you.

Thank you for allowing us to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 01/15/2014 my vehicle was burglarized and some items where taken. I contacted the police and filed a report and then filed a claim under my renters policy with USAA. After speaking with the adjuster and providing him with the required documentation, I was contacted by a MS> ***** ****** from USAA and asked to make a second recorded statement. She proceeded to ask me some very personal questions that really had nothing to do with the claim and basically accused me of lying about the claim. Since then both her and the adjuster has delaying the completion of the claim by requesting frivolous documents and anything else they can think of. They also expect to be allowed to debit my checking from premium payments although they were notified to cancel my policy due to failure to honor my claim.

Desired Settlement: Either pay the claim of deny it so that I may pursue any legal options

Business Response: February 12, 2014

Mr. ****** ** *******
Complaint ID #: *******

Dear Mr. *******:

I am responding to your submission regarding your January 15, 2014, renters insurance claim.

We are responsible for analyzing each loss on its own merits, and we strive to provide quality service at all times.  Our claims department is working with you to bring this claim to an appropriate resolution.  We will contact you when our review is complete. 

Thank you for allowing us to reply to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My problem is that on Saturday, December 28, 2013, my vehicle was by vehicle that was insured by USAA. Since USAA never obtained the accident report, my son purchased the accident report and I faxed it to USAA. It took them more than three weeks to get a statement from their insured (the person who drove the other vehicle). On Monday, January 27, 2014, ******* ******, of USAA's Total Loss Department told me that USAA will pay me $254.70 for my truck because it had a lot of prior damage. I find that to be an insult because my vehicle was not a total loss until USAA's insured driver slammed into my vehicle. Their adjustor was very unprofessional by not returning phone calls in a timely fashion, and on January 9, 2014, customer service representative, ******, told me that their pictures show that my truck is beat up. I explained that the issue is that their insured person made my vehicle a total loss, not the prior.

Desired Settlement: I would like for USAA to pay me for the value of my vehicle, because it was not a total loss until their insured driver slammed into the driver's side and made it a total loss!!!

Business Response: February 12, 2014

Ms. ***** ** ******
Complaint ID #: *******

Dear Ms. ******:

I am responding to your submission regarding the December 28, 2013, automobile claim.

We are required to investigate each claim, and as part of our investigation, we obtain statements from the parties involved in order to make a liability decision. We determined that you were not responsible for the accident and that your vehicle was a total loss. After further review of the vehicle information, we adjusted the vehicle condition and extended a revised settlement offer, which you accepted on February 5, 2014. We issued the payment to you that same day. In addition, we have refunded the cost of obtaining a copy of the police report.

Ms. Harris, we regret any frustration you experienced. Angelica Leos, of our Claims staff, was unable to reach you to discuss your concerns and remains available should you have any questions. Thank you for the opportunity to look into this matter and to reply.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have a car loan that they were supposed to send the check on Friday, January 30 when I called to execute this and they did not which now means we are delayed in getting w loan and have no transportation to get food for my one year old and myself. The reason they did not send the check was due to a false report put in my file by a representative who had a personal vendetta against us. She said we were on hold and actually was listening to me vent my frustrations to my husband. She then commented in this and since then has done several things to hurt us via our car loan file at usaa. I have her name but am scared to share it here due to her vendetta. I will share if contacted, I also have her extension at the company. I have begged for the check to be expedited but keep getting different responses due to her lies in our file.

Desired Settlement: Need them to send the check to ** ***** for ***** for the balance of our car loan of $28,843 via ******* ******* international expedited service ASAP.

Business Response: February 21, 2014

Mr. ******* *******
Mrs. ***** *******
Complaint ID #: *******

Dear Mr. and Mrs. *******:

I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank (FSB). I’m sorry that your loan experience did not meet your expectations.

Thank you for speaking with ******* *****, of our FSB staff, about your concerns. We value your feedback, and I assure you coaching has been provided to those involved to prevent a recurrence. Our records indicate a check was delivered to the dealership via FedEx on February 5, 2014. In addition, we credited $23.00 to your credit card account for fees you incurred as a result of this matter. Should you have further questions, Mr. ***** remains available to assist you and may be reached at ***** ******** ******, Extension *****.

We appreciate the opportunity to review your concerns and to respond to you.

Sincerely,

**** *****

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me for these items. There were other issues that arose after this complaint was filed but these are now past the point of needing a resolution.

Regards,

******* *** *****  *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contact you every day to update mortgage clauses for mutual clients. I go online and update for the refinances. The new work you are out sourcing to direct people online was RUDE and not efficient. They reflect poorly on USAA. The online services are ineffective from a mortgage stand point because we can not close the loan with the print out from online. It clearly states "This does not replace declarations and may not show all endorsements..." Therefore, even if I take the time to go online I still have to call to get the updated dec page, paid receipt, HO293 and preferred protection letters. A lot of your new reps that are not licensed refuse to transfer me to a liscensed rep, refuse to transfer me to a manager and worst of all have told me that if I can't get what I need online to contact the borrower. I can tell you that the borrrowers are inudated with paperwork, stress and everyday life & do not want to have to call. These people have been rude, unprofessional and like I said previously represent your company poorly. I highly suggest you try to make changes to your system.... Not to mention there is no one for me to email or contact at USAA to try and resolve this. Instead, I have to deal with these issues EVERY DAY!

Business Response: February 18, 2014

Ms. *** *******
Complaint ID #: *******

Dear Ms. *******:

I am responding to your submission regarding your contacts with USAA. Our employees are expected to be courteous and informative at all times, and I regret that this was not your experience.

Thank you for speaking with ***** *********** of our Member Advocate Team, about this matter. As Ms. ********** explained, we value your feedback and have shared it with our management team for review. Please don’t hesitate to contact Ms. ********** at (**** ******** ******, Extension *****, if you have any questions.

We appreciate the opportunity to respond to you.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

*** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a kitchen fire on January 1, 2013 which resulted from a malfunctioning microwave which was still under warranty from *****. My insurance company is USAA and they took the claim. Initially during the first two weeks after the fire, in January 2013, I was going to use USAA's contractor, but decided against using theirs and proceeded to interview contractors on my own before the end of January 2013 and I informed USAA of this fact. In the meantime USAA had informed ***** that they would be sued and gave them over a month to have an opportunity to come and my see my home where the fire occurred. USAA took the fire damaged microwave along with my microwave booklet, which I would like a copy of for my records…but have not received a copy from USAA. Between January 3, 2013 and February 17/18 2013, I requested to meet with **** ***** Construction who was hired by USAA's claim representative by the name of *** ****** to see his an estimate on my home from January 2013 where he also had two visits that included an Engineer. **** ***** Construction refused to meet with me with an estimate until after they received word that ***** would be coming to my home the third week of February 2013. When **** ***** met with me , he didn't have an estimate and when I asked him about it , he told m that he didn't have it because I was not the one who would be deciding who would be doing work on my home. **** ***** was surprised when I stated that I hadn't received an estimate from my claim's representative and within the hour of our meeting at my home, that same morning, I called *** ******, my claim representative. He was surprised when I told him that I hadn't received an estimate from **** *****. On that morning , immediately after speaking with my claims adjustor, he tried to convince to take a $20,000 check from **** ***** Construction without my having seen and estimate of the damage on my home. I told him "NO" I would not be accepting a check on an estimate I knew nothing about and reminded him that I told him that I was in the process of interviewing 4 other contractors to compare estimates and once I'd made a decision on a contractor, I would let him know, but had decided not to go with **** ***** Construction. Since that day, I have received numerous insults and condescending remarks from *** ****** because I refused to take his inaccurate estimates to replace and repair fire damage in my upstairs bedroom and downstairs kitchen where the fie originated from, along with laundry room and smoke damaged home. My family and i were living in ********** Hoel in ********* ******** from January 3, 2013 until June 30th 2013 when *** ****** and his manager **** ****** kicked my family out and forced us to liv in our fire ravaged home, because both *** ****** and his manager, **** ****** told me that they refuse to pay any more for my hotel expenses and they feel that they are not responsible for me and my family staying in our fire damaged hem that ha not been repaired. I have consistently reminded Mr. **** ******, USSA Claims Manager before during and after he kicked me and my family out of my hotel room on June 30th, that USAA's practice is extremely unethical and unacceptable and this practice is against the insurance policy because USAA 's states that I m to remain another home or hotel until my property is completely repaired. I have consistently requested to speak to the President of he company and *** ****** and **** ****** have refused. Finally about a month (July 2013), after my family was kicked out of ********** Suites hotel, I was given the name of ******** ******* from **** ****** - ******** ******* is USAA's Claims Resolution Team Representative and after months of speaking with her and still haven't had any of my issues resolved, I finally told her in November 2013, that I will be moving forward with legal representation. My issue is that I have a contractor and local builder of homes for 30 years and USAA is refusing to accept his estimate of $75,000 which is needed to properly repair my home. USAA has been constantly lowballing materials and labor in my home. Most recently , my issue is with their refusing to give me an accurate estimate for replacement of kitchen cabinets even though I have given them quotes from the three kitchen cabinet on their individual companies on company letterhead. I have completely gutted my kitchen in 2012 still have receipts etc.. from new materials and labor which they refuse t accept and acknowledge. Though I have consistently faxed and given them proof with receipts and quotes, My 3 representatives refuse to update the estimate from $54,000 to the $75,000 necessary to properly repair my home. Presently my family and i have spent the holiday s living in a fire ravaged cold home with a hole burred out to the bcd of the house coveted with plastic. USAA doesn't care. I need them to update the estimate so that my home can e repaired immediately and to honor they insurance policy.

Desired Settlement: Neex insurance estimate and check increased to a minimum of $75,000 and for my family to be moved back into the hotel for duration of home repairs

Business Response: January 10, 2014

Ms* ****** ****** ******
Complaint ID #: *******

Dear Ms. ******:

I am responding to your submission regarding your homeowners claim.

Our records confirm that you filed an inquiry with the Virginia Bureau of Insurance. We will respond to the Virginia Bureau of Insurance accordingly.

Thank you for the opportunity to reply.

Sincerely,

***** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

Lorena Bruner

Consumer Response: Complaint: *******

I am rejecting this response because:USAA Insurance has stated that their position and decision on Home owner's  claim remains the same.  They will not change their decision and will not allow  my family and I  policy payments to reside in another living space, hotel, home environment, etc.. during the time of my home's repair. In addition, USAA will continues to reject my receipts, invoices and statements for the materials and manufacturers of cabinets in my home and refuses to include them will no consider an increase in the estimate from $54,000 to  $74,000 even with documentation . My policy states that these issues should b addressed accordingly and USAA refuses to uphold their policy statement for  me and family as members and insureds

Regards,

****** ******

Business Response: January 24, 2014

Ms. ****** ****** ******

Complaint ID #: *******

Dear Ms. ******:

I am responding to your second submission regarding your homeowners claim.

We received the inquiry you filed with the Virginia Bureau of Insurance, and we responded to the Virginia Bureau of Insurance on January 15, 2014.    

Thank you for another opportunity to reply.

Sincerely, 

***** ******

Consumer Response: Complaint: *******

I am rejecting this response because:

I am rejecting this response because:Virginia Insurance states  that they believe that my only option is to pay for an appraiser to meet with an appraiser from USAA. First of all,  I do not have to pay to get an appraiser to meet with USAA because I have been unemployed for over a year.  secondly, when an appraiser will not be able to resolve my disagreement with USAA's insistence on my having to remain in my home during construction  due to the fact that USAA refuses honor  my policy which states that I am covered to live in another dwelling/hotel/house etc...  during  my home repairs.  My only other option i to get an attorney at this point for a fairer resolution, which I don't have money for at this point in time. 

Regards,

****** ******

Regards,
****** ******

Business Response: February 13, 2014

Ms. ****** ****** ******
Complaint ID #: *******

Dear Ms. ******:

I am responding to your rebuttal submission regarding your homeowners claim.

While we recognize that you continue to 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,

***** ******

Consumer Response: Complaint: *******

I am rejecting this response because:

Regards,

****** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The complaint is related to the Privacy Issues. The company collected all highly confidential information, including the SSN, and then stated that the service (Auto Insurance) was not available for me. They should have performed that very simple eligibility test BEFORE collecting private information.

Desired Settlement: Removal of all my information from the company databases.

Business Response: February 4, 2014

Mr. **** ***********
Complaint ID #: *******

Dear Mr. ***********:

We received your submission regarding the information collected during your inquiry for eligibility.

Thank you for your interest in USAA. We strive to provide accurate information to members and potential members. As such, the eligibility guidelines and the following information are outlined on usaa.com. Because USAA is a membership-based company, it is necessary for us to obtain certain personal information to help determine if an individual meets our membership eligibility. Once information is provided for business purposes, it becomes part of our business record, and we are required to retain that information. Therefore, your name, date of birth, and social security number (SSN) will remain in our records until retention guidelines have expired. Federal law requires that we have a customer identification program to verify the identity of each customer. For U.S. citizens, we collect a SSN, which helps us avoid confusing the records of two members with exact or similar names, dates of birth, etc.

Please know that safeguarding personal information is a top priority for USAA, and we appreciate the opportunity to review your concerns and to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint: *******

I am rejecting this response because:
The business determines eligibility not by SSN but by other factors. So collection of highly confidential information should be done AFTER POSITIVE eligibility determination
The business replied that they keep CUSTOMER information on record but I am NOT their customer. They must remove my information from the databases.
Regards,

**** ***********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In September 2012, I cancelled my auto insurance with USAA and switched to a more reputable, dependable company. Today, a year and a half later, I found out that the policy was never cancelled and USAA erroneously believes I owe the full balance of the policy.

Desired Settlement: As the policy was cancelled in September 2012, I want the erroneous charges reversed. I will not pay for charges I did not authorize and a service I did NOT receive.

Business Response: February 6, 2014

Mrs* ******** ** *********
Complaint ID #: *******

Dear Mrs. *********:

I am responding to your submission regarding the billing of your automobile insurance policy and the uncollected balance of $575.65.

Your automobile policy renewed effective August 10, 2012, and a copy of the policy was sent to you. On August 10 and September 11, 2012, we sent you billing statements for the renewal policy premium, but we did not receive any payments. Subsequently, a nonpayment cancellation notice was sent to you on October 10, 2012, which listed the minimum amount owed and the due date to prevent the cancellation of your policy. On October 29, 2012, the policy was canceled due to nonpayment of premium. A review of our records did not find any indication of a request to cancel your automobile policy in September 2012, and the balance owed is for coverage that was provided.

***** *****, of our Member Advocate Team, sent you an email message requesting confirmation of your automobile coverage during the time period in question so we can adjust the balance on your account accordingly. Ms. ***** remains available to assist you and may be reached at ***** ******** ******, Extension *****.

We appreciate the opportunity to respond.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: USAA blocked my online access due to unpaid charges however when I called they state that I dont have any unpaid charges to my car insurance policy. My online access is being blocked and I am unable to see my checking account, credit card account, cd, car insurance claim activity which have absolutely nothing to do with a lapse in insurance coverage. Nowhere in my car insurance policy was I made aware that a lapse in coverage would cause me to be uanble to obtain online information about my account. Therefore I believe that I am being unlawfully blocked from my account.

Desired Settlement: I want the restriction lifted now 1/22/14 on 1/31/2014.

Business Response: February 6, 2014

Ms. ******* ******
Complaint ID #: *******

Dear Ms. ******:

I am responding to your submission regarding the billing of your automobile insurance policy and your access to usaa.com.

Thank you for speaking with ******** ******, of our Member Advocate Team, who discussed your billing and the cancellation of your policy with you. As she explained, your access to usaa.com has been restored.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed for bankruptcy June of 2012 it is now January of 2014 (almost 2 years post bankruptcy) and USAA is still trying to get monies that was included in that bankruptcy from me. Today I called and got a quote (at 424pm NJ time) for renters insurance from USAA. I called back at (619pm) to get that quote e-mailed to me and was refused service. I was told by the 2nd operator (at 619pm NJ time) that there was "UNRESOLVED" money issues with the bank and she was calling the bank to see what they were. I asked to speak to a supervisor who then informed me that until I "RESOLVED" the issue with the bank I would not be able to start any new business with USAA ad the operator that quoted me the price "shouldn't have". It has been almost 2 years and USAA is still trying to get money that was included in my bankruptcy. As far as I know about bankruptcy and from what my lawyer has told me, it is illegal for my past creditors to attempt to get money from me that was included in a bankruptcy.

Desired Settlement: Adhere to the terms of the bankruptcy.

Business Response: February 6, 2014

Mrs. ********* ** ************
Complaint ID #: *******

Dear Mrs. ************:

I am responding to your submission regarding your request for insurance. I regret any inconvenience our handling of this matter may have caused you.

I understand ***** *****, of our Member Advocate Team, spoke with you on January 27, 2014, and explained our records have been updated to reflect your bankruptcy filing. Mr. ***** also provided a renters insurance quote to you on usaa.com. Should you have further questions concerning your insurance or wish to discuss the quote, Mr. ***** remains available to speak with you and can be reached at ***** *** **** ******, Extension *****.

Thank you for allowing us to review this situation and to respond to you.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Unwillingness to pay a claim by their insured's damage to my property. One of this company's insured hit and destroyed my mailbox on January 4, 2014. After numerous attempts to get through, I sent them what they requested (pic and quote). That was 2 weeks ago. They're now ignoring me. My mailman is getting testy with me for having to walk to my house every day to deliver mail. Please help

Desired Settlement: Please send me a check for the amount of the quote to haul away and replace the destroyed mailbox. I Had to make 2 dozen calls to find someone who would even do it, and now I'm worried now that they have gotten busy and won't help me.

Business Response: February 4, 2014


Ms. ******* ******
Complaint ID #: *******

Dear Ms. ******:

I am responding to your submission regarding your claim for the damage to your mailbox.

Our records confirm that you filed an inquiry with the Florida Department of Financial Services. We will respond to the Florida Department of Financial Services accordingly.

We appreciate the opportunity to reply.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been with the company for SIX + years and as soon as my husband decided to cheat like all military men do and leave his family, I had do get my own policy with them so I decided to stay with them, well his bill is 100 dollars mine is 209 dollars a month being a now single mother and he's just taking care of himself! I've never had any accidents that had caused them to use the thousands I've given them over the years but because I had to start a "new" policy I get penalized and have installments! But they want to try and sugar coat and say will it's a new policy and since you didn't have to pay a deposit which NO I should sure shouldn't have I've been with you for 6+ years! I have to pay installments over 5 months! Complete crap! This is how they treat customers of several years! So because my husband who left his family decide to leave and I have to get my own policy. I get treated like crap because I'm not the "active duty military" member? SO WRONG! They rip you off! Rob you and don't give a damn about helping you. And and if your not another jerk serving this country forget it they don't give a rats damn !

Desired Settlement: I should pay at least what he's paying! And he's only paying 100 bucks and right away! He didn't have installments or anything! I should NOT be considered a new policy and be penalized because my husband who happens to be the active duty military member decided to cheat on his wife and leave his family wife and son behind.

Business Response: February 4, 2014

Ms. ***** ****** *****
Complaint ID #: *******

Dear Ms. *****:

I am responding to your submission regarding the billing of your auto and property insurance policies, and I hope you find the following information helpful.

When your auto and renters insurance policies were issued under your own account, this resulted in five payment installments for your auto policy and eleven payment installments for your renters policy. The policies are billed this way for the first term so that you are able to pay off the account balance prior to the policy expiration date. This ensures that you are not billed for an expiring policy at the same time you are billed for a renewal policy. The monthly amount due includes both your auto and renters policies.

Your current auto premium is higher because your new policy includes collision and towing and labor coverage, while your former policy did not. In addition, your annual mileage is listed as 14,000 miles on your current policy, and your prior policy listed 12,000 miles per year. If your current policy reflected annual usage of 12,000 miles and did not include the additional coverages, the six-month policy premium would be $548.97 or $109.79 per month if divided into five installments.

I understand ******** ******, of our Member Advocate Team, was unable to reach you to discuss your concerns. If you have additional questions or if you would like to discuss premium-saving options, please contact Ms. ****** at ***** ******** ******, Extension *****.

Ms. *****, we appreciate your membership, and we regret any frustration you experienced. Thank you for allowing us to respond to you.

Sincerely,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim for water damage to the condo below mine because the water damage was caused by a water leak from my unit. USAA denied the claim and ****** *******, the rep. for USAA, called me yesterday and said the claim was denied by her supervisor because she didn't think that I was financially responsible. Ms. ******* agreed that the damage was caused by a water pipe in my unit but could not tell me, specifically, why I wasn't financially responsible. The original claim was filed during the summer of 2013. I do not blame Ms. ******* for her employer's decision.

Desired Settlement: The claim should be paid.

Business Response: February 3, 2014

Mr. *********** ** ******
Complaint ID #: *******

Dear Mr. ******:

I am responding to your submission regarding your July 5, 2013, property claim, and I regret any frustration this matter caused you.

I understand ****** *****, of our Claims staff, spoke with you and explained there was no evidence of negligence on your part in causing the leak or allowing it to occur. 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. I am pleased to hear that a payment of $437.58 was issued to reimburse the cost of the repairs to your neighbor’s unit under additional coverage – damage to property of others.

Mr. ******, thank you for allowing us to respond to you.

Sincerely,

******** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my vehicle was totaled by USAA insured. USAA provided us a rental car and told us that when we make settlement we have 3 days to return the rental. We agreed to settlement on 12/27/2013 we returned the rental car exactly 3 days later since ********** Rental car was not opened after noon saturday and not at all sunday. ********** rental car said USAA notified them the last day for us to return the car was 12/26/2013 this is the day prior to our settlement agreement. the adjuster didn't say anything to us about it on 12/27/2013 ********** Rental car charged my bank account $150 plus $25 I called USAA total loss department and a was given the run around and put on hold and transferred to the wrong number finally I reached someone by the name of ********* *******. he was rude and disrespectful when I asked to speak with a manager he flat out refused to get one. he kept asking me "Why do you need to speak with a manager?" and when I would tell him why he would repeat the question. Then he arogantly told me that I could leave a voicemail and it will take 24 hours for his manager to respond and told me there was no other superior there today. He refused to make this settlement agreement right and on top of that he was extremely rude and condecending. ********* also told me that no calls are recorded. because I asked him to pull the original call from 12/13/2013. I know this is a lie this is an insurance company ALL calls are recorded and he should get into trouble for telling me that they are not. by law they have to record all calls and notify the customer of it. The treatment I received from this company is barbaric and inconvenienced me for over 4 hours today. I spend 2 hours on the phone with them and didn't accomplish anything.

Desired Settlement: I want a full refund. We were told that upon settlement we had 3 days to return the rental car.

Business Response: January 13, 2014

**** ***** *****
Complaint ID #: *******

Dear Mrs. *****:

I am responding to your submission regarding your claim for reimbursement of additional rental vehicle expenses.

Our records reflect that on December 13, 2013, your vehicle was damaged by a USAA insured. On the same day, a Claims Representative spoke with Mr. *****, scheduled an inspection of the vehicle, and made arrangements to provide you with a rental vehicle. On December 19, 2013, USAA spoke with Mr. ***** and informed him that the vehicle had been deemed a total loss; he was also advised that the last day to return the rental vehicle was December 24, 2013. Mr. ***** requested time to consider the information given and advised he would call back. Later that day, Mr. ***** called USAA and was notified of the retention options, the settlement figures for each scenario, and the rental time was extended until December 26, 2013, due to the holiday. On December 27, 2013, Mr. ***** notified USAA that he decided to retain the vehicle. A detailed review of the claim confirmed that USAA clearly communicated to Mr. ***** of the last day of rental; therefore, we are unable to reimburse you for any additional rental expenses. The settlement figures were provided to Mr. ***** on December 19, 2013, and the last day of rental was December 26, 2013, eight days later. If you have further questions about this matter, you may contact ****** ******, of our Claims staff, at (**** *** **** *****), Extension *****.

In addition, it is important to note that at a person calling USAA hears a recorded disclaimer message before being connected to an extension advising that the call “may be recorded for quality purposes.” Not all telephone calls are recorded.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Complaint: *******

I am rejecting this response because:
I have documentation from ********** rental car with notes from USAA that upon settlement agreement we have 3 days to return the rental car. The settlement was not made until 12/27/2013 enterprise received the rental car back Monday 12/30/2013 this was within the three day time that your adjuster told us we had. Your total loss representative was rude and disrespectful to me and refused to get a manager on the phone. There was absolutely no teason for his behavior and lack of empathy!!!
Regards,

***** *****

Business Response: February 6, 2014

**** ***** *****
Complaint ID #: *******

Dear Mrs. *****:

This letter is in response to your January 15, 2014, rebuttal submission regarding your claim for reimbursement of additional rental vehicle expenses.

We contacted ********** Rent-A-Car (****) to review the information they provided to you. **** was not authorized by USAA to extend the number of rental days covered under the claim. Therefore, they have agreed to reimburse you directly for your out-of-pocket rental expenses. **** confirmed that on February 5, 2014, they issued a credit for $179.40 to your credit card. If you have further questions about this matter, please contact ****** ******, of our Claims staff, at ***** *** **** *****), Extension *****.

We appreciate the opportunity to respond.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I Wrecked my vehicle 11NOV13. I released the vehicle from the tow shop to USAA and they towed it 2 hrs out of town to their facility. USAA stated that in the state of Tennessee, if a vehicles damage is 60% or more of the value it's a total loss. My vehicles damage was said to be at 59.9%. I submitted receipts for wheels, tires, headlights, and a paint job. USAA then states that the damage was now at 56% and I could probably keep it. I received a call from an adjuster stating it was a total loss. She didn't want to take the car apart to see if there was any more damage to it. She told me that we could total it today or total it in two weeks. I told her that I didn't want her opinion, that I would like facts and that was it. I spoke with a usaa rep who said he could have the whole case reviewed and it would take a few days. It's, now been almost 3 mos since my accident, I didn't request a rental car as it would go against me trying to get my vehicle back. They look at the damages and how much rental reimbursement was used.

Desired Settlement: I wish for my vehicle to be repaired. If my vehicle is a total loss, I want an itemized form and cost of all damages incurred in the accident. I would also like USAA to explain how my personal belongings were inventoried and how I am supposed to get them back.

Business Response: February 11, 2014

*** ******* ** *********
Complaint ID #: *******

Dear Mr. *********:

I am responding to your submission regarding your November 11, 2013, automobile claim. We strive to provide quality service and fair claims handling to our entire membership, and I regret the frustration you experienced.

We take many factors into consideration when determining the actual cash value of a vehicle and an appropriate settlement offer. I appreciate you discussing this matter with ******** **** of our Claims staff. I understand that your vehicle was deemed a total loss after it was inspected again and that the inspection results were posted to usaa.com for your review. A payment was issued to your lienholder, and we will issue the remainder of the settlement to you once we receive your signed power of attorney. In addition, we are working with the vehicle facility to retrieve your personal items. If you have additional questions about this matter, please contact Ms. **** at ***** ******** ******, Extension *****.

Mr. D’Erminio, thank you for allowing us to reply to you.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/11/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Last week, my power went out and the food in my fridge was spoiled. I called USAA about it, as I have renter's insurance through them, and was assured by the representative that everything would be fine, I could throw away the food, I didn't need pictures, didn't need receipts, none of that. She verbally told me this over the phone. Her name is ******. I'm not sure if this matters. Anyway, I threw the food out, except for some apples and an entire potato. I was contacted later by a different person who told me I'd need proof of every single thing I was just told I didn't need proof of. This was several hours later, I had already up and taken my trash to the base (20 minutes away), and ... I'm not going to dumpster dive for some pictures of lumpy milk and thawed Digornio. I told her the situation through e-mail on my phone, as I had no internet thanks to the power outage. She obviously didn't read the message and asked for pictures of the food and receipts again. I once again told her the same thing I told her before, that I was told I didn't need to do those things, so I rid my house of the food because, gross, firstly, and secondly, the power was out and it's winter and I seriously had nothing better to do. That was it. She didn't respond to that message, and it's been a few days, Saturday, I believe. Today is Wednesday. As it was nearing the end of the pay period when this happened, I lost a lot of food. I had to pull money from my personal account (non-USAA) that I use for local bills to go buy more food. I did not get to pay my bills until just today, our payday. I love late fees and bad credit scores! Thanks USAA! I really feel like I've been scammed here. I had one rep tell me "oh no, go ahead, please throw out all of the food and proof!" and another blindly ignore this fact (I explained it twice) and repeat "thou shalt go forth and take pictures of thine dumpster!" over and over. I'm wondering why I have insurance with this company. It's convenient because they are associated with the military, and people generally say good things about them... until something like this happens. Then we are reminded they are associated with the military, and they have their own interests in mind (money) and not ours (money). I just want what I've been paying for each month (insurance) in case something like this happened. It did. I'm the piper, and it's time to pay.

Desired Settlement: I would like the money owed to me. I said over the phone that I believe I lost around $550 in food. I guess I need to break this down. Let us drop the beat. Okay, so this was the 9th of January when this happened. My birthday was a little over a week prior, and few days before that, it was Christmas. Food, fattening food, everywhere, for everyone, from that time period that was still dwelling in my fridge at that time. There is also the shopping I did near the 1st of the month, and then some more shopping around the 7th, and then little things here and there that my husband does of his own accord. He likes to mix it up. I can prove some of this just by pointing at pixels on my screen on my USAA bank account. What I can't prove is the shopping I did out in town at Kaufland, a German grocery store. I use my own account to withdraw Euros for that, usually, and even the times I use the USAA account, I can't prove that the money I withdrew was spent at Kaufland without a receipt. If you think I keep those, you would be wrong. I guess I'll start doing that in case of a freak power outage... or not. Anyway, as it is the beginning of the year, my life is filled with hopes and dreams and expensive organic meat and kale and lean cuisine. Diet food ain't cheap, and neither is having to buy everything twice because your insurance crapped out on you.

Business Response: January 31, 2014

*** ******* ****
Complaint ID #: *******

Dear Ms. ****:

This is in response to your submission regarding your January 9, 2014, property claim.

I appreciate you discussing this matter with ******** *******, of our Claims staff, and I understand that a payment for the policy limit for food spoilage was issued to you on January 23, 2014. If you have any further questions, Ms. ******* remains available to assist you.

We regret any confusion this situation may have caused. Thank you for allowing us the opportunity to look into your concerns.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Before I give my complaint I want to explain that I am ex-military but retired from DOD. Now my complaint, I was given a quote for my homeowners policy of 775.99 by two agents at USAA Insurance Agency Inc, I accepted the quote, we called my mortgage company and they took the information from the agent and paid them, the agent faxed me a copy of the policy and faxed a copy to my mortgage company; this was on Jan 8, 2014 and this evening (Jan 14, 2014) USAA called me (****)and told me to call them. They told me they found out about a claim I made in Aug 2012 with my previous company and why I did not tell them which I did but the agent did not put it on the policy or wherever it goes; the old company did not pay out on it because the damage was less than my 1000.00 deductible and the cost was only around 30.00. Then USAA agent told me my rate would be increased to 901.00 because of the frame of my house which is wood; they had that information when they gave me the quote (I spoke with two different agents about the quote, one in Dec and the other one on the 8th of Jan and they both gave me the same price) - the agent was on my county's property appraisal web site so she knew my house frame was wood. Now they will not honor the quote they gave me after getting paid and issuing the policy!! And trying to give me the runaround about getting my money back so I can get more insurance!! I contacted USAA and ***** **** ***** Insurance and requested them cancel that policy since they want to increase the rate and they both refuse to cancel effective Jan 10th and does not want to give me a refund of my full policy!! I am a disabled veteran who is totally and permanent disabled and only paid once a month; I do not have the money to get anymore insurance even if I wait until the 1st of Feb and my mortgage company will only pay once a year for insurance so I have no choice but to have a gap in coverage until I get my money back from them!! I need help!! Thank you!!******* *****

Desired Settlement: I would like ***** **** ***** ********* ** to give me a full refund since they deceived me into purchasing their policy and cancel my policy now with them using the effective date of Jan 10, 2014. Also, to send my refund straight away so I can get my new policy!! I contacted the State of FL Insurance Commission office and was told ***** **** could keep only 10% of my premium but they are keeping more than that since they told me I would receive only 729.00.

Business Response: January 28, 2014

*** ******* ********* *****
Complaint ID #: *******

Dear Ms. *****:

I am responding to your submission regarding your homeowners insurance policy with ***** **** ***** ********* ******* issued through the USAA Insurance Agency.

Our records confirm that you filed an inquiry with the Florida Department of Financial Services.
We will respond to the Florida Department of Financial Services accordingly.

Thank you for the opportunity to reply.

Sincerely,

**** *****

USAA Insurance Agency means USAA Insurance Agency, Inc. or USAA of Texas Insurance Agency. CA Lic # 0D78305, TX Lic # 7096. 9800 Fredericksburg Road, San Antonio, TX 78288.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for a Secured **** card with USAA in November 2013, the funds to secure the credit card were drafted from a non USAA bank account. I was issued 2 credit cards due to a mistake 2 deposits were drafted from my bank account instead of one. I contacted USAA , their rep stated that the the credit card account that was mistakely opened would be closed and the money that was withdrwan from my account would be deposited back into my bank account within 7 business days. I wanted 10 days once I noticed that the money had not been returned and called back. This time I was told that the rep that spoke with the first time was mistaken , Ithe money would not be returned to my account and that a paper check would be issued and mailed to my home within 7-10 business days. Seven weeks passed I never recieved a check , I contacted USAA again, this time I was informed I was told that a stop payment would be issued on the old check and a new one would be mailed to my home. I was told that the check would be expedited and the check would arrive within 2-3 days, I called back on day 4 and spoke to supervisor she state there was delay in the mail, my check would be sent out that , she also stated that I would receive a call from USAA with FEDEX tracking details. None of these things ever happened. Each person I had spoke to flat out lied. I contact USAA and sat on hold for 1 hour again only to discover that no second check was had ever been issued. Each representative tha I had contact with was lying, just to get me off the phone. We are now at the two month mark and I have yet to have my funds returned. Unethical people that lie to customers.

Desired Settlement: I would like my money returned to me as well as a formal apology.

Business Response: January 27, 2014


*** ***** ******
Complaint ID #: 9875125

Dear Ms. ******:

We received your submission regarding your concerns with the closure of your USAA Secured ******** ******* credit card and your refund.

I appreciate you speaking with **** *****, of our staff, regarding this situation. As she explained, duplicate credit card applications were completed on usaa.com, and one account was subsequently closed as you requested. It is our business practice to verify the mailing address for delivering a refund check, but we were unable to until we spoke with you. We are continually seeking ways to improve how we do business, and your feedback is very helpful in that regard. I understand you received the refund check on January 13, 2014, and Ms. ***** remains available to assist you if you have any further questions.

Our employees are expected to handle members’ requests efficiently and accurately, and it is never our intent to cause our members frustration. Please be assured we have addressed the situation with those involved to prevent a recurrence, and I apologize for the conflicting information you received.

Thank you for allowing us to respond to you, and I hope you will allow us the opportunity to gain your trust in USAA.

Sincerely,

**** *****

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: An account with USAA was opened in 2007 under my name and social, i was 14 at the time of this. I have verbally disputed and also faxed a dipute against these charges, i have also provided them with a copy of my birth certificate proving that i am only 22, and i have sent in a police report and i have been drug all around with getting this resolved and i keep getting denied against getting this off of my record.

Desired Settlement: I need this removed from my record, this is a fraudulent account.

Business Response: January 28, 2014

*** ***** ******** ************
Complaint ID #: *******

Dear Ms. Stubblefield:

I am responding to your submission regarding the accounts established under your name with the USAA Federal Savings Bank (FSB).

Thank you for speaking with ***** ********, of our staff, who explained that after reviewing the documentation you provided, we were able to determine that you did not open any accounts with the FSB. As Ms. ******** informed you, we have requested that the credit bureaus remove the accounts, and any related information, from your credit report. Please allow up to 90 days for this update to reflect on your report. We regret any inconvenience this matter may have caused you. If you have other questions, Ms. ******** remains available to assist you.

We appreciate the opportunity to respond to you.

Sincerely,

***** ******

Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a car accident on 01/12/2014. My car was parked at a school parking lot, and the other vehicle collided into my car while the owner of the car was pulling out of her parking space. I got her auto insurance, which is USAA, her information and claimed the accident. The representative told me that USAA would proceed liability coverage on my car. I got my claim number *******, and I was informed that ******* ******** would take care of my case. But after 10 days I didn't receive any phone calls from USAA regarding my claim status. So, I called USAA on 01/23/2014, and talked to a person named "***** *****". This person told me very unprofessionally that if I wanted to fix my car immediately, I should contact my own insurance company. In addition, he told me that otherwise, it might take "one day, one month, or three month. It's all depends on the case. You will never know when your car will be fixed through USAA." My car is already in the body shop,and I need to know some estimation of when USAA will send a person to my mechanic in order to make an inspection. I need to know when I can start repairs on my car. USAA failed to give me any form of answer to my questions, and USAA handled my case unprofessionally: especially the person I talked to. Should I just wait indefinitely until USAA will do something about it? Is there any guide line?

Desired Settlement: Immediate inspection on my car so that the repair can start as soon as possible. Or at least give me an estimated date.

Business Response: February 6, 2014

Mr. ******* ***
Complaint ID #: *******

Dear Mr. ***:

I am responding to your submission regarding your January 12, 2014, automobile claim, and I regret any inconvenience you experienced.

We are responsible for analyzing each loss on its own merits, and we strive to provide quality service at all times. Our records reflect that on January 23, 2014, we informed you that a liability decision was pending until a full investigation of the facts of the accident could be completed. I understand that after your vehicle was inspected and the investigation was concluded, we determined that you were not at-fault for the accident, and a payment was issued for the repairs of your vehicle. ****** *********, of our Claims staff, was unable to reach you by telephone. If you have any questions, she remains available to assist you and can be reached at ***** ********, Extension *****.

Thank you for allowing us to respond to you.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* ***

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I completed a mortgage application on Jan 8th, 2014. The loan officer (****** ***) lied with me to obtain the business. During the phone conversation we considered a number of different options and I continually insisted I was not interested in paying "points" to reduce my monthly interest rate. He pushed very hard for me to consider doing this and I repeatedly told him this was NOT an option I would consider. I told him I was going to shop around other banks because I felt like the rates he was quoting me were high. As a last ditch effort he suggested I consider increasing my down payment amount which may lower the quoted rate. I agreed and told him I could put down 10%. It would be extremely difficult for me to come to the table with that much cash, but I would make it work if he could get my rate down to 4.5%. Surprisingly he came back to me with a 4.5% rate if I agreed to put down 10%. I confirmed this would not impact the closing costs which he estimated over the phone to be in the ballpark of $5,000. On 1/11/14 I received a paper copy of the good faith estimate and I immediately noticed a charge for $3915 to get the 4.5% interest rate. It appears ****** *** lied through his teeth to get me to take the loan application with him. The rate he locked me into had nothing to do with my down payment and everything to do with paying for points. I repeatedly told him I was not interested in buying my interest rate from USAA when I could get a lower rate without points elsewhere. I'm shocked this happened at USAA considering the service I have always received throughout my tenure as a customer. This creates a huge violation in the trust I have for the organization and I now have to wonder how many times I was lied to or mislead in order to close a sale.

Desired Settlement: My expectation for resolution is to honor the agreement we discussed over the phone (which I'm confident was recorded). This would mean eliminating the $3915 fee I was charged for points and keeping my interest rate at 4.5% with a 10% down payment.

Business Response: January 27, 2014

Mr. ***** *********
Complaint ID #: *******

Dear Mr. *********:

I am responding to your submission regarding your application for a mortgage loan with the USAA Federal Savings Bank.

Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB), and we responded to the CFPB today.

Thank you for t