Robert W. Carpenter, Esq.

Mr [redacted] * [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding the security of your personal informationOur records confirm that you filed an inquiry with the Office of the Comptroller of the Currency (OCC)We responded to the OCC on June 14, Thank you for the opportunity to replySincerely, [redacted]

April 12, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your second submission regarding the payment of medical bills related to your September automobile accidentAs of April 12, 2016, we have not received a letter of representation from an attorneyWhile we recognize that you disagree with the resolution and the information provided in our April 4, 2016, response, no new information has been presented to warrant a change in our positionI understand [redacted] , of our staff, explained in a telephone conversation on April 8, 2016, that additional information is needed in order to properly evaluate the September 14, 2015, bill for paymentMs [redacted] remains available for any questions about the information needed for the medical billWe appreciate the opportunity to review your concerns again, and we consider the matter surrounding the final date for personal injury protection benefits to be closedSincerely, [redacted]

October 25, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your credit card account Our records confirm that you filed inquiries with the Consumer Financial Protection Bureau (CFPB) and the Office of the Comptroller of the Currency (OCC)We responded to the CFPB and the OCC on October 24, Thank you for the opportunity to reply Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Complaint: [redacted] I am rejecting this response because:When I asked to review the tapes they "recorded" where an employee of USAA verbally said I would receive gap coverage multiple times before having me sign a paper work that didn't state what we had verbally agreed upon, I was informed they can not play me the recording and refuse to admit any faultWent as far as to allude that im lying, yet still has yet to play me the recordingThis is unfair and rather disgusting a company would treat, not only a vet but a member who has multiple accounts with them, this wayI will be sure to close out all my accounts as soon as possible and deter anyone who considers using USAA for any reasonThanks for showing the true colors of your companyDisappointed to see such negative reviews and to see youre not even an accredited companyRegards, [redacted]

September 22, [redacted] Dear [redacted] : I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB)The FSB’s Depository Agreement and Disclosures, which is provided to all account holders and is available on usaa.com, states, “If FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may “freeze” (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities.” As such, all deposit accounts you hold with the FSB were placed in a credits only statusI understand you spoke with [redacted] , of our fraud staff, who determined that we are unable to remove the restriction on your accounts due to confirmed fraudulent activity that took place on your accountsIt is important to note that the FSB follows all regulations and acts in accordance with our core values of service, loyalty, honesty and integrityShould you have any further questions, Mr [redacted] remains available to assist youThank you for allowing us to reply to youSincerely, [redacted]

August 23, Mr [redacted] ***Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB)Thank you for speaking with [redacted] , of our FSB staff, who processed a credit for the overdraft charges and associated fees, and confirmed your account has been returned to status If you have additional questions, Mr [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted] ***

March 3, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] I am responding to your submission regarding your checking accountWe strive to provide quality service to our entire membership, and we apologize for any frustration you experiencedWe appreciate you speaking with *** [redacted] , of our staff, who addressed your concerns and confirmed that your checking account was credited for the two checks and the nonsufficient funds feeIf you have any other questions, MsGallegos remains available to assist youThank you for allowing us to reply to youSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:It does not address anything except for receipt of my complaint.Since I filed this complaint I called to cancel my auto and renter's insurance policies only to find out that this company also did not even have me enrolled in a renter's policy which I had called to have put into effect last year I thought I was being billed for this each month with my auto policy only to find out that I wasn't even covered and they couldn't find my policy just like they couldn't find my old bank accounts! This is outrageous.I've read other consumer complaints about USAA online only to read that other representatives have told other customers they could remove NSF fees per day and to have Paypal letters sent in as well The customers have done this only to get the same response that I have I think USAA needs to get their policies straightened out!One more thing: If I have an open account that has been inactive for over a year and USAA tells me that I need to monitor it and that I'm "negligent" with my finances, why then are they not responsible in helping to monitor this account with alerts to help prevent fraud or exorbitant NSF fees? There is no reason that I should have all the blame for these errors when it's obvious they are only in it to collect NSF from their customers Regards, [redacted]

October 13, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your auto loan payments to the USAA Federal Savings Bank, and I regret any frustration this matter may have caused [redacted] , of our staff, was unable to reach you to discuss your concerns Nonetheless, she reviewed your account carefully and determined that your loan was not overpaid Per a phone conversation held on August 30, 2017, you were advised that your loan was past due three months You authorized two payments in the amount of $and $392.53, which posted on August 31, 2017, and made the loan current You were correctly advised that your vehicle could go up for repossession if the loan remained past due; therefore, we respectfully decline your request to refund the $payment as that would place your loan back in a delinquent status We appreciate the opportunity to reply to you Sincerely, [redacted]

[redacted] I am responding to your submission regarding the reversal of a credit that the USAA Federal Savings Bank applied to your checking account I apologize that we did not meet your service expectations as we make every effort to ensure our members’ accounts are serviced efficiently and accurately [redacted] ***, of our staff, was unsuccessful in her attempts to reach you by telephone to address your concernsNonetheless, a thorough review of your account was completed, and Ms [redacted] confirmed that the $credit reversal was processed on May 2, With regard to information you requested through a prior Revdex.com submission and access to the USAA website, we indicated in our response to you dated February 22, 2016, that the account related to the 1099-C would continue to be reported to the credit bureaus for seven years from the first date of delinquency In keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain obligations with us 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 When this basic principle is compromised, we believe it is in the best interest of the association to limit access to usaa.com We appreciate the opportunity to reply to you Should you have additional questions, Ms [redacted] can be reached at [redacted] Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meShe was very helpful in finding a solutionThank you for all of the helpful responses Regards, [redacted]

November 29, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding the debit card associated with your USAA Federal Savings Bank (FSB) deposit accountThank you for speaking with [redacted] ***, of our staff, regarding your concerns I understand that Ms [redacted] reviewed the purchase limit on your debit card and the process to request a temporary limit increase Please note that you can update your security alert preferences on usaa.com, including your preferred method of contact If you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted]

February 21, Ms [redacted] ***Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank We regret any frustration this situation has caused youThank you for speaking with [redacted] ***s, of our staff, who confirmed the action taken to offset the negative balance of your checking account was appropriate and prevented the account from being charged off Per your request, your individual checking account was closed and the remaining balance transferred to your joint checking account If you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: This is NOT a consumer error.I didn't report fraudulent activity, because I didn't know there was any fraudulent activity going onI could not access my online banking account, to see the activityI called USAA to ask why I did not have access to both online banking nor debit card transactionsIt was THEN that an employee of USAA told me my account was under reviewIt was because the employee told me that my account was under review I did not report any activity.Complaint 1:(a) I couldn't make any adjustments or view my accounts while someone else, who clearly did not have to show proper identification, was able to access my accounts and take out funds as they so chose(b)Along the way I was being told I couldn't access my account because it was"UNDER REVIEW", but within that time of review, someone was withdrawing the money elsewhereIf I couldn't use my card, or access my account online then why was someone else?Complaint 2: *USAA told me my account was being reviewed AFTER I called them to ask about my inability to use both my debit card, and access my online bankingIt is in my respectful opinion, that USAA should have notified me if they noticed any concerning behavior via text, or email, if not a phone call.I should have been notified as soon as they noticed suspicious activity, but I wasn'tComplaint 3:If I can provide proof that I was (a) NOT in the city where the money was withdrawn illegally, and that I was on government property, during the time of the incident, and(b) I was locked out of my account, at the time someone was still able to withdraw the funds, then how is this determined as "CONSUMER ERROR?" Complaint 4:I was told my account was "UNDER REVIEW," meaning that USAA was aware of suspicious activityI was NOT MADE AWARE that I had to say anything if they saw it already themselvesHad it been made CLEAR that the account was under review,YET I still needed to report it, I would have done so right away.Complaint 5:I've spoken with [redacted] , who is in the investigation and fraudulent department, and she concludes that at least one, but possibly up to 6, USAA team member(s), must have misinformed me about my account being "UNDER REVIEW."However due to the "Under Review" status, I didn't report anythingHad it been communicated CORRECTLY and in a TIMELY FASHION, on behalf of USAA, I WOULD have reported fraudulent activity right away.Since the company did not relay the information in a timely, or correct manner, the fraud continued on, and I didn't report anything until roughly two days later*USAA's findings show that I waited too long to report fraudMy conclusion is that had I been properly informed/notified, of my account status, I would have done so in a timely mannerThe argument that I had access to my online banking to review my "OWN" account" is falseIt is BECAUSE I DID NOT HAVE ACCESS TO MY ACCOUNT that I called USAA in the first place, and what in turn had the EMPLOYEE tell me it was due to the investigation.Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: the issue is when the accounts were changed over the monthly payments were not changed over, so for months she credit card and the bank abused the overdraft protection to gain financial gainsI cancelled all payments upon finding mount for months the wrong account was not sufficiently paying and the balance accrued was the result of USAA not doing what they told meThey are taking advantage that I am not local and have to correspond by phone and email, which now they are stating they have no record of all the conversationsThis also is another reason why the initial person (Urma), is not involved nymoreI initially offered to restart paying my credit card from the balance and date in which they assured me the account was going to be setupNow for my stress and personal loss of credit status and frustration, I think USAA shoul handle the remaining balance and help me close all my accounts and we will terminate our relationshipI have reported to other members and those who would have done business with themOver twenty years of my membership and responsibly paying all my bills and enhancing USAA value this is a horrible way to treat me and my family Regards, [redacted]

January 20, [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding accounts that were opened with your personal informationWe regret the concerns this matter caused youWe investigated the accounts that were opened without your authorization, and we determined that they were fraudulent in natureAs such, you will not be held responsible for the account activity, and there was no reporting of the accounts to any consumer reporting agencyUnfortunately, Amy Hoover, of our fraud staff, was unable to reach you by telephoneHowever, she remains available to assist you with any questions you may have and can be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension Thank you for allowing us to reply to youSincerely, [redacted]

September 12, Chief Warrant Officer [redacted] USA (Ret.) Complaint ID #: [redacted] Dear Chief Warrant Officer ***: I am responding to your submission regarding your subscriber’s account fundsI regret the frustration you experienced as we strive to provide quality service to our entire membershipYour feedback is appreciated as we are continually seeking ways to improve the way we do business Thank you for speaking with [redacted] , of our staff, who addressed your concerns and provided a credit for the $fee your external bank charged for the cancelled checkAs discussed, if you do not receive the reissued check, or if you have any additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

February 12, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank Our records reflect that although you generated online price certificates for several dealers through USAA’s Car Buying Service, you purchased the vehicle from a dealer who is not listed on the price certificatesAs disclosed on usaa.com, “To receive your loan discount, vehicle must be purchased from the dealer listed on your USAA Car Buying Service Savings Certificate.” Therefore, the USAA Car Buying Service discount was not applied to your loan In addition, you enrolled in Total Loss Protection (TLP), and in accordance with your preference, the TLP fee was paid separately and was not financed into the loan [redacted] , of our staff, was unsuccessful in her attempts to reach you by telephoneShould you have any other questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

February 7, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] I am responding to your submission regarding the charges and fees assessed to your USAA World MasterCard [redacted] ***, of our staff, was unsuccessful in her attempts to contact you; nonetheless, she thoroughly reviewed your accountOur records indicate that the current balance of $consists of $in purchases prior to September 2015, and a total of $in interest and late fees due to non-paymentIt is important to note that the late fees and finance charges have been accurately assessedWe were diligent in our efforts to inform you of the account’s delinquencyThe appropriate statements and payment reminder notices were sent to your address of record advising you of the status on your accountHowever, no action was taken; consequently, on June 30, 2016, the account was charged off for $858.78, due to non-paymentTherefore, we respectfully decline your request to update the reporting to the consumer reporting agencies Ms [redacted] , there is no indication that you disputed any purchase balances in prior to your last payment in September Additionally, we have no records that you contacted USAA regarding your concernsIt is important to note that USAA Federal Savings Bank adheres to all applicable banking regulations and our core values of service, loyalty, honesty, and integrity are at the center of everything we doThank you for allowing us to review this matter and respond to you Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

November 11, 2015Mrs [redacted] * [redacted] Complaint ID #: [redacted] Dear Mrs***:I am responding to your submission regarding accounts that were opened in your name with the USAA Federal Savings Bank (FSB) We regret the concern this matter caused you.Thank you for speaking with [redacted] ***, of our staff, who assured you that we are currently investigating the accounts that were opened without your authorization, and we have taken the necessary steps to have your credit report updated accordingly We will work closely with law enforcement, and we appreciate the information you provided to usShould you have any further questions, Ms [redacted] remains available to assist you and can be reached at [redacted] *** Thank you for allowing us to reply to you Sincerely, [redacted]