USAA Savings Bank Account Or Service Complaint

USAA Savings Bank account or service department,

Other bank product/service Account opening, closing, or management

Hello, We started a personal property claim with USAA for our laptops back on - -, 2017. SInce we are in -, the - claims office handle our dispute. Also, back on in - - I had a claim on two previous laptops which were settled with no problem. Now, - - was our claims adjuster. She was very brief and got back to us as soon as possible. I submitted everything showing the cause ( dropped, even though a power surge failure was listed ) she asked and then informed be itll be 5-7 business days for review. Well, that passed up and I began to get concerned. I called to speak with a manager, -, whom was very helpful.She mentioned that someone ( I assumed our claim adjuster since that was the only person who we were communicating with ) was supposed to call and inform us that they needed to get a recorded statement from me, - -. That was handled within the same day. What frustrated me was that - did not relate that information to me, as we literally spoke that day in regards to the claim then I had to ask for her manager.


it. Into week 3, I recieved an initial contact from - who was the special investigator who I assumed was the one who requested the recorded statement. Furthermore, I returned - phone call 2 days in a row in which he did contact me the third day stating that he has training all that week and would get back to me once he return. Now, it has been 3 1/2 going on 4 weeks. FINALLY, I speak to him and he asks for a recorded statement. WOW!! seriously, so I mentioned ( several times ) that I had already did one with - from the - office here in -. Well, we could never really get a good time to talk over the phone and he insisted that my husband, the policy holder, - should be present. Which is/was very difficult with the time zone difference and being that my husband is military. After a few attempts, - informed me that he 'll have one of their colleagues to assist whom is - Who is here in -. At this time a month has past, I submitted all of my paperwork requested, consistent run arounds, lack of communication so on so forth. I spoke with - and we agreed upon a date to meet which was too soon for him being that he has other clients. I expressed my frustration with the claim and he began to get very disrespectful after I informed who that we could possibly do a phone interview ( to speed things up ). He insisted that he HAD to meet with my husband and a phone interview was not permitted. Okay, so I suggested Monday and that - was initiating telephone contact but as stated above it was hard to negotiate time. Once - became disrespectful ( keep in mind, I am emailing back and forth at work ) He calls my cell phone and then emails me threatening to contact my husband 's chain of command and to end the dispute due to me not giving him my husband 's cell phone number. My thing is, you can not insist that I insulted you because I expressed the inconsistencies with this claim which is quite frustrating. Overall, it is not professional to communicate threats in defense of insulted feelings, in the end, we are the customers and - actions were highly unprofessional. I found out that he was a fraud investigator which threw me completely off. I did n't understand how a fraud specialist end up in the mix as this has never happened in the previous claims. The whole process was confusing, misleading, and lack of communication, discrimination as well.