Consumer complaint received 2019-03-27
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Their investigation did not fix an error on your report

Complaint:
i, woman XXXX XXXX XXXX, XXXX ( XXXX ) of flesh  and blood am not a corporation nor business but a human being. My theft/loss of equipment on XX/XX/XXXX was for personal use only. After my theft/loss I contacted and reported it to XXXX XXXX XXXX XXXX, XXXX XXXX informed me that I would need to provide an inventory list and any other information I had on my stolen equipment. On XX/XX/XXXX I provided an inventory list with pictures and serial numbers. I then contacted a friend of mine ( XXXX ) and told him of my loss and asked for his assistance/advice in purchasing equipment. Studio equipment is complex in setting it up and usually takes the assistance of an electrical engineer in the set up. I am not an electrical engineer or a professional with studio equipment, so I asked him to help me pick out equipment that would be easy to assemble as well as discounted. The less money I could spend the better. In the first letter mailed to USAA titled, NOTICE : OF HARRASMENT AND INSURANCE FRAUD CAUSED BY USAA paragraph seven I informed USAA that I have people helping me set up things through tech support and that they are professionals not me ( see attached document ). I also requested that all equipment be mailed to his house since I had just been robbed and I work 13-hour days, I did not want to take the chance of my equipment being taken again. XXXX agreed to assist me with the purchasing of the equipment. On XX/XX/XXXX I received a document stating that I would receive a payment of {$7600.00}. I received a voicemail from XXXX XXXX where he explained that the total amount for the settlement was {$10000.00} but {$2900.00} was taken for Recoverable Depreciation and that I would get the remainder of the money when I provided receipts of purchasing my equipment. This is the first time that Recoverable Depreciation  was brought to my attention. In the document sent to Nevada Division of Insurance Paragraph 4 USAA states Policy language allows the insured to collect RD as replacements are completed. What policy language? What does policy language mean? i am not a business or corporation nor am I an insurance company. Policy language is a foreign concept to me. Pages 8 through 9 of the RENTERS POLICY USAA provides a list of definition, why did USAA chose to not include recoverable depreciation in the list of definitions? Why did USAA only provide a definition to recoverable depreciation after a policy holders ( me ) loss and after the first payment? Since XXXX was the one purchasing equipment for me through his account so that I could get the discounts offered to him I asked him to contact XXXX and asked them to put my name on the receipt. On XX/XX/XXXX I sent XXXX two payments through XXXX. However, we ran into some difficulties when XXXX would not release the funds. XXXX had told me that XXXX stated that the funds had not been released I then informed XXXX that this information was not true and the money had already been taken out of my account. XXXX also stated that XXXX told him that payment for equipment was noted in the transaction, a note that I did not provide. That the money would not be released until he gave me the equipment. If USAA bank removed the money from my account but did not give it to XXXX until they could verify that i got my equipment. Then how did XXXX XXXX know that the money was meant to be used for purchasing my equipment when USAA bank and XXXX XXXX are two different corporations under two different CEOs? Currently the issue is still being looked at. With that in mind the continuation of payment for the remaining balance is to be submitted by me to XXXX by cash or check. I require USAA to show me where in the original policy titled RENTERS POLICY PACKET does it state that I am not allowed to have assistance in the purchasing of my loss? XXXX provided me with one receipt from XXXX totaling {$14000.00} that I then submitted to USAA on XX/XX/XXXX ( see attached document ). In the document that USAA submitted to Nevada Division of Insurance Paragraph 5 USAA claims that I submitted two receipts totaling {$16000.00}. This is false, I submitted one receipt totaling {$14000.00} from XXXX. Where did USAA get the second receipt from? Who submitted a second receipt with the use of my information? I require USAA to submit to me the second receipt totaling {$2300.00} in which USAA states they received from me. I also request documentation of how the second receipt was submitted. On XX/XX/XXXX USAA sent me a document that a payment of {$1600.00} would be posted on my account. I then called USAA and asked why I was only receiving {$1600.00} instead of the remaining {$2900.00}. The USAA employee told me that an investigation would be submitted to the claims department for the remainder of my money. In the document USAA submitted to Nevada Division of Insurance Paragraph 5 USAA claims a referral was submitted as our RD claim review yielded the following. An invoice provided by XXXX XXXX was purchased under a business name, subsequent to her confirming the XXXX stolen for her personal use only. This is misleading information for I was the one who asked for an investigation because I was only given {$1600.00} instead of {$2900.00}. The Special Investigation Unit was not contacted due to my receipt being under a business name for if that were the truth the payment of {$1600.00} would have never been given. The Special Investigation Unit only became involved when I requested for further investigation. Why would I submit a request for investigation if I am misrepresenting myself? Why did USAA release the amount of {$1600.00} in the first place if I was misrepresenting my use of equipment? 
On XX/XX/XXXX I received an email stating that the payment of {$1600.00} was cancelled. I once again called USAA and asked why the money was being taken back, the USAA employee stated that it was due to the claim being under investigation. I found it strange that they would take the money back, because I was the one who asked for the investigation. I then asked the employee if i would receive my full amount after the investigation is done in which she replied yes. This cancellation of payment put me behind on my payments to XXXX. Lucky for me XXXX is a fair and understanding man, him and I created a payment plan where I could finish paying out the rest of the equipment. On XX/XX/XXXX I received a phone call in which the document titled NOTICE : OF HARASSMENT AND INSURANCE FRAUD CAUSED BY USAA speaks of ( see attached document ) I was asked an abundance of personal and inappropriate questions during this conversation. The document USAA submitted to Nevada Division of Insurance paragraph 7 USAA states The allegation XXXX XXXX was asked inappropriate questions was also unfounded, how is asking me if I know anyone who wants to cause me harm an appropriate question for an insurance company to ask? How does this help your investigation on why I did not receive full payment? How is asking me if I had deliveries made to my home during the time frame of the theft and appropriate question for an insurance company to ask? How is asking me who comes into my home, an appropriate question for an insurance company to ask? How is asking me why I did not contact management of my apartment complex or contact neighbors and investigate on my own the loss of my equipment and appropriate question for an insurance company to ask? When I did not want to answer a question USAA would ask me if there was a reason I did not want to answer the question making the list of questions and interrogation, how is it appropriate for an insurance company to interrogate its policy holders and victims? I require USAA to provide me with documentation stating that XXXX XXXX XXXX XXXX is also a detective agency in which USAA is allowed to conduct a further investigation without the police. 
In the document sent to Nevada Division of Insurance  paragraph 6 USAA states On XX/XX/XXXX, XXXX XXXX provided a recorded statement to the SIU Investigator and confirmed her new artist name was used to purchase the XXXX. This is false, in the conversation of XX/XX/XXXX I was asked who XXXX was? In which I responded that it was my XXXX name. I did not state that my XXXX name was used to purchase the equipment and even if it was, my XXXX name is nothing more than a second identity it is not a business or corporation and I stated that in the conversation as well as in writing ( see NOTICE : OF HARASSMENT AND INSURANCE FRAUD CAUSED BY USAA XXXX. I require USAA to provide me with the documentation as well as a copy of the recording from that conversation where I state that I am a business/corporation. 
The SIU investigator also asked me if i were to get my equipment back would i let USAA know? I responded by asking why would i have to let USAA know? She states that it is because USAA has a financial investment in the loss. What financial investment? How does USAA have a financial investment in my loss? How does USAA have a financial investment in my equipment? How does USAA have a financial investment in my money and name? Furthermore, where doe USAA get the funds to pay me? Where is that money now since USAA took it out of my private and personal banking account? Who did USAA pay the money too? was it XXXX XXXX XXXX or XXXX XXXX? Where does the remainder of my money go if USAA does not give it to me? I require USAA to send me the original recording of the XX/XX/XXXX phone conversation. 
Towards the end of that conversation I asked the SIU investigator why I was being asked all these questions she responded that is was due to the name XXXX being on the receipt. Again, I was confused what does my XXXX name also being on the receipt have to do with anything. This statement was the closest explanation that I have received from USAA as to why my money was taken from me, and it was not even an explanation they simply said because the name XXXX was included in the receipt. In the document submitted to Nevada Division of Insurance  from USAA paragraph 7 USAA states XXXX XXXX allegations she was given monies and it taken back without explanation is unfounded we told XXXX XXXX the reasoning of the EFT reversal of her RD payments. This is false, in fact if it were not for Nevada Division of Insurance I would still not know that USAA took my money because USAA came to a conclusion that I was using my equipment for business and not personal. I require that USAA send me the documentation in which they explained to me that the money in the amount of {$1600.00} was taken from my account due to a misrepresentation of use of equipment. I also require that USAA provide me with proof that I received that document. 
After I submitted NOTICE : OF HARASSMENT AND INSURANCE FRAUD CAUSED BY USAA to USAA XXXX XXXX contacted me. On XX/XX/XXXX XXXX XXXX requested that I provided proof of payment and my XXXX and XXXX taxes. I of free will provided XXXX XXXX with my XXXX but did not understand why I needed to provide proof of payment when I had already provided it. When I told XXXX XXXX that I already provided proof of payment she responded with We have the receipt for the replacement of equipment, but need your proof of payment for that equipment. ( see attached document ) This response made no sense to me because in that same document sent to me on XX/XX/XXXX titled INFORMATION ABOUT YOUR CLAIM AND DEMAND FOR PAYMENT under point 1 it states Proof of purchase and/or proof of payment for your stolen items. This can include, but is not limited to receipt, invoice, .. I provided them with what their document states counts as proof of payment so What exactly was USAA asking for? On the document titled INFORMATION CONCERNING MY CLAIM SETTLEMENT DEMAND FOR PAYMENT page 2 section d I asked USAA why is it that they needed more information from me when I provided them with the receipt on XX/XX/XXXX. USAA did not respond. Why did USAA not respond? 
In the document submitted by USAA to Nevada Division of Insurance Paragraph 6 USAA states On XX/XX/XXXX, the SIU Investigator requested all proof of payment for the XXXX replacements, and tax returned from XXXX XXXX. Subsequently, she provided her XXXX tax returns to SIU Investigator for further evaluation As stated earlier I willingly provided my XXXX tax return to USAA, so that they could see that I do not make money from my music. That it is nothing more than therapeutic release. 
The response to receiving my XXXX taxes was to submit my XXXX tax returns. I then submitted in writing to USAA that I would not be providing them with anymore private information under the Privacy Act of XXXX. Every time I was compliant USAA would ask me for more private information. Due to my mental health illness I did not work in XXXX, I sustained myself with my basic housing allowance provided to me by my Post XXXX XXXX XXXX and my XXXX check both of which are nontaxable. Hence, I had no tax returns to provide. In the document titled INFORMATION CONCERNING MY CLAIM SETTLEMENT DEMAND FOR PAYMENT page 2 section d I requested USAA to provide me with a valid reason for needing this information, USAA did not reply. Why did USAA not reply to me? How did USAA determine that oracle was correlated to a business when my XXXX taxes clearly show that it does not? 
On XX/XX/XXXX I submitted a document titled INFORMATION CONCERNING MY CLAIM SETTLEMENT DEMAND FOR PAYMENT. This was sent by both mail and through the message board on my USAA claims account. In this document I provided USAA with FREEDOM OF INFORMATION ACT AND PRIVACY ACT REQUEST, where I requested the USAA provide me with all the information they had, USAA did not respond. I also provided in the document titled INFORMATION CONCERNING MY CLAIM SETTLEMENT DEMAND FOR PAYMENT proof of me, XXXX XXXX XXXX as a living being ( see document FOR THE CLAIMANTS- KNOWLEDGE OF THS LIVE-LIFE WITH THIS CLAIM BY THIS CLAIMANT ) to prove to USAA that i XXXX XXXX XXXX XXXX XXXX am not a business or corporation but a human being in flesh and blood. I also stated in the document titled INFORMATION CONCERNING MY CLAIM SETTLEMENT DEMAND FOR PAYMENT page 2 second to last paragraph that I would not be providing USAA with the information of private citizens. 
In the XX/XX/XXXX phone call the SIU investigator asked me if I was working with someone. I stated no, and I stand by that response. I was not and am not working with anyone. I have people who help me which I explained earlier but I do not work with anyone. To work with someone means to get paid which I have stated several times throughout the months that I do not get paid for my music, to receive help is voluntary. 
On XX/XX/XXXX I received a document through USAA message board titled INFORMATION ABOUT YOUR CLAIM stating that On XX/XX/XXXX, XXXX XXXX contacted XXXX XXXX XXXX and Pro Audio and they advised that the receipt that you submitted was not a legitimate receipt and the order number does not match the document you submitted to XXXX XXXX. They also stated that their letterhead was incorrect on the invoice and located a quote that matched your invoice that was given to another person. Yet in the document submitted by USAA to Nevada Division of Insurance paragraph 6 USAA states The SIU investigation yielded the following ; the invoice in questions was not provided by the store listed on it. Hence, XXXX XXXX RD claim was denied for misrepresentation. Which one is it? Is USAA not paying me because the quote of my invoice was given to another person or is USAA not paying me because the invoice was not provided by the store listed on it? If the store wasn't the right store then where did USAA get the information that the invoice was given to another person? 
Furthermore, which receipt/invoice is USAA talking about? Are they referring to the one I submitted from XXXX which is where the equipment was purchased from or is USAA referencing the second receipt that I did not submit yet they somehow have? Also if the receipt was under another person or the invoice was not provided by the store listed than where did USAA come to the conclusion that i XXXX XXXX XXXX, XXXX  am a business? Every equipment in that receipt is in my possession I have pictures as well as serial number that can be given at any time upon request but USAA has never requested for that information. I require USAA to submit to me the documentation in which XXXX   stated all of the above information. I require USAA to send me all documents in which they were able to create the conclusion that I was using my equipment for business use and not personal. 
In the document submitted to Nevada Division of Insurance from USAA Paragraph 4 USAA states Policy language allows the insured to collect RD as replacements are completed. As long as the actual amount incurred exceeds the XXXX XXXX XXXX XXXX XXXX XXXX paid on the line item , RD can be released up to the estimated amount or the actual amount spent, whichever is less. This statement is false, in the document titled RENTERS POLICY PACKET page 20 first paragraph of loss settlement it states, We will pay the full cost of repair or replacement, subject to all policy provisions. No deduction will be made for depreciation. 
Why did USAA deduct depreciation from my settlement if the contract itself states that they will not? In that same document page 8 under definition of actual cash value it states actual cash value means the replacement cost of property at the time of loss less a deduction for depreciation based on its age and usage.. USAA contradicted itself within its own document by first stating that depreciation is taken from the actual cash value and then stating that depreciation will not be taken under loss settlement. Which one is it USAA? 
In the document submitted by USAA to Nevada Division of Insurance paragraph 7 USAA states Lastly, her assertion an illegal search and seizure was conducted and is unfounded, as we acted in accordance with the renters policy, specifically the Duties after Loss excerpt. Then USAA provided Nevada Division of Insurance with 10 out of the 50 page RENTERS POLICY PACKET and highlighted the Duties after Loss section. The Duties after Loss excerpt does not state what USAA is required/allowed to do but only states what I must do after my loss. How can the Duties After Loss excerpt be a form of defense against illegal search in seizure when this excerpt only pertains to what I must do within the policy? 
On the document titled INFORMATION ABOUT YOUR CLAIM dated XX/XX/XXXX a letter also sent to Nevada Division of Insurance by USAA the first sentence under Factual Summary states On XX/XX/XXXX, you advised that your residence was broken into and your studio was robbed. I told USAA that my apartment was broken into and my studio equipment was stolen. Not that my studio was robbed. i do not have a studio i only have studio equipment. The document that USAA submitted to Nevada Division of Insurance paragraph 2 USAA states, XXXX XXXX reported that on XX/XX/XXXX her studio residence was burglarized. What studio residence? i don't even know what a studio residence is. 
What is a studio residency? Where did USAA get this idea that my studio residence was robbed or that my studio was robbed when the police report itself states that the robbery took place in my residence/home ( see attached document )? I provided a copy of my lease to show that i live in an apartment as well as the floor plans that my apartment complex rents out. To show that studio residence is not a space that is rented through them. Here is my property managers information XXXX XXXX in case USAA needs to verify that i am renting a one bedroom apartment. I require USAA to submit to me the document in which I state that I have a studio residence. 
Lastly, who is XXXX XXXX? The document from USAA submitted to Nevada Division of Insurance was written by a XXXX XXXX. XXXX XXXX is not XXXX XXXX XXXX who I have addressed in my documents. I have never spoken to XXXX XXXX and XXXX XXXX has not contacted me. How can someone speak on behalf of USAA in a claim that they have nothing to do with? 
How can someone other than the President speak on behalf of USAA on a claim they have nothing to do with? Where did XXXX XXXX receive the information from? Did XXXX XXXX investigate the claim? Did XXXX XXXX listen to the voice recording? Did XXXX XXXX read the documents sent back and forth between USAA employees and myself? Did XXXX XXXX speak to XXXX? 
XXXX XXXX was not involved with this case until the documentation to Nevada Division of Insurance was submitted. Considering that XXXX XXXX provided no supporting documents to any of the conversation between USAA and I that is stated in the document it is safe to assume that all the information acquired is hearsay, which an insurance company is not allowed to do. 
I am the victim here, I was violated and robbed within my own home and then I was violated and robbed through my insurance company who under oath agreed to uphold the constitution in my protection. USAA has given me excuse after excuse for not paying me in full such as due to the hurricanes on the east coast they fell behind with their claims, because the name XXXX  was on the receipt, to lastly the receipt that I provided was false. I am not using the equipment for the business but for personal. I provided USAA with evidence that I do not make money from my music such as my tax return from XXXX. 
Then USAA stated that the receipt I provided was false and even then, USAA did not state that the equipment is not in my possession. USAA provided nothing more than a story to Nevada Division of Insurance, USAA provided no supporting documents to any of the conversations they claimed we had in which I admitted to being a corporation/business, USAA did not provide conversations submitted back and forth between USAA and I ( information that I have provided, see attached documents ), USAA withheld information from Nevada Division of Insurance, USAA provided fraudulent information to Nevada Division of Insurance, USAA attempted to defame my good name with Nevada Division of Insurance, and USAA provided misleading information to Nevada Division of Insurance. 
USAA created a corporation in my name XXXX XXXX XXXX without my consent or permission. And are now attempting to state that i created the corporation. It was not until the last document that USAA provided me and Nevada Division of Insurance titled INFORMATION ABOUT YOUR CLAIM where they changed my name to XXXX XXXX XXXX. Why did USAA not change my name in the previous documents they submitted to me but changed it in the only document they submitted to Nevada Division of Insurance? Why did USAA only change my name when Nevada Division of Insurance became involved? Is this a part of the Cestui Que Trust? 
I demand that USAA provide me with every document I requested in this document as well as a response to all questions in writing within 10 days upon receipt. For verification and validation, I require a wet signature from XXXX XXXX XXXX, XXXX in the response. Failure to answer all question, provide all documents, and a wet signature from XXXX XXXX XXXX by default will be an admission of guilt and wrongdoing. 
If USAA does not provide me with this information, I demand payment in full for the {$14000.00} minus the {$7600.00} already paid and the {$250.00} deductible totaling {$6500.00} to be sent to me by check through XXXX mail. I also demand USAA to cancel my renters policy insurance. For these are the causes of injury that must be cured. I also request that Nevada Division of Insurance fine USAA for the violation of codes listed on the attached document. This Claim/affidavit was submitted to [ XXXX ] XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX, TX XXXX [ XXXX ] on XXXX XXXX and has yet to be resolved. 

I must reiterate that they USAA stated to me during a phone conversation with SUI investigator she stated that USAA had an investment in me and my property. Such is false and i demand to see all records that which at anytime USAA have tendered a bond or payments received from the US Treasury and or XXXX XXXX XXXX XXXX in any amount paid out to USAA.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation