Robert W. Carpenter, Esq.

March 5, Mr*** *** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding the rewards balance on your USAA Cashback Rewards Checking account Thank you for speaking with *** ***, of our staff, who explained that
a 1% bonus was received in error for all purchase transactions and direct deposits made between February and February 19, 2018. Mr*** noted the $payment applied to your Visa credit card was deducted from your available rewards balance prior to the correction on February 20, 2018. If you have additional questions, Mr*** remains available to assist you We appreciate you 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. Other bank products are issued and serviced by USAA Federal Savings Bank

Complaint: ***
I am rejecting this response because:This has happened to me on multiple occasions and I want a detailed explanation as to why. I have had my debit card cancelled and reissued twice due to fraud. No one seems to be concerned as to why this is happening to me. There has to be a way to trace these transactions to someone
Regards,
*** ***

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

December 20,
Chief Petty Officer *** ***, USCG
Complaint ID #: ***
Dear Chief Petty Officer ***:
I am responding to your submission regarding your application for a mortgage loan with USAA Federal Savings Bank (FSB)
I understand you spoke with *** ***, of our
staff, who reviewed your concernsWe regret the frustrations you experienced during the applicationWhile we recognize that you disagree with USAA’s decision to decline the loan, Mr*** confirmed that we correctly followed our underwriting process by requesting additional information after further review of your applicationTherefore, we respectfully decline your request for reimbursement of funds spent on a hotel
Thank you for allowing us to review this matter and reply to you
Sincerely,
*** ***

November 3, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding a credit card account with USAA Savings Bank Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau
(CFPB). We responded to the CFPB on October 31, 2016. *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

*** *** ***
*** *** ** ***
*** ** ** ***
*** *** ***
I am responding to your second submission regarding your credit card account with the USAA Federal Savings Bank (FSB)
Your March 2, 2016, credit card statement, which was sent to you electronically, indicated the past due status of the account on page under the “Important Messages” section. We also mailed letters on March 12, and March 25, 2016, to notify you of the account status, but we noticed that the mailing address on file does not match the address included in your submission. I have posted the letters for your review on usaa.com under View Documents. If your address has changed, please let us know so that we can update our records accordingly*** ***, of our FSB staff, was again unsuccessful in her attempts to reach you to discuss your concerns. She remains available if you have any other questions
Thank you for the opportunity to respond again.
Sincerely,
*** ***
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings
Bank, both Member FDIC

July 10, *** *** ** ***
*** ** ** *** Dear Mr***: I am responding to your submission regarding your checking account with USAA Federal Savings Bank and the USAA automobile insurance paymentsWe reviewed your checking account history, which showed that USAA P&C
AutoPay attempted to debit your checking account six times between April and June 25, Each time, the charges were returned due to nonsufficient funds (NSF) in the account, and your account was subsequently charged the appropriate NSF feeThe NSF fees posted to your account in accordance with the Depository Agreement and Disclosures and the accompanying Service Fee Schedule, which is provided to all account holders when an account is opened and is also available on usaa.comThe FSB acts in accordance with regulations as well as with our core values of service, loyalty, honesty, and integrity, and we strongly disagree with your allegations of wrongdoingWe decline your request to refund any of the NSF feesIn addition, the automatic payment plan for your automobile insurance policy was discontinued due to the multiple returned payments*** ***, of our staff, is available to discuss payment arrangements for your insurance premium, and she can be reached at *** *** *** ** *** *** *** *** Thank you for allowing us to reply to youSincerely, *** ***

February 7, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB). We understand that each person has a unique financial situation and that certain
life events outside of his or her control may cause difficulties. I apologize that you were not contacted within the time provided, and I hope you find the following information helpful The USAA Depository Agreement and Disclosures (DAD), which governs FSB deposit accounts, is provided to account holders at account inception and is available on usaa.com. According to the DAD, “When you do not have enough available funds in your account to cover a check or other item (such as an in-person withdrawal, ATM withdrawal, automatic payment, point-of-sale or debit card purchase, or other electronic transactions), FSB considers this to be a Nonsufficient Funds (NSF) item (insufficient funds item). FSB may, without notice to you and in its sole discretion, either pay such items and overdraw your account, or decline or return such items unpaid. In either case, FSB may charge for each insufficient funds item and for each overdraft, as set forth in the Service Fee Schedule for your account.” Furthermore, the DAD states, “You may elect to enroll in an overdraft protection program. By doing so, when you do not have enough available funds in your account (the ‘protected account’) to cover a check or other item drawn by any account holder or authorized signer, you authorize and direct FSB to automatically transfer funds from another designated FSB checking or savings account or from a FSB line of credit, if available, or to charge a designated USAA credit card (the ‘protecting account’) in order to permit FSB to honor the item(s) presented for payment.” Our records show that on January 9, 2017, a $automated clearing house (ACH) payment posted to your checking account, and the transaction overdrew the account by $22.11. In accordance with the DAD, the FSB opted to pay the ACH item and assessed a $overdraft (OD) fee to the account in agreement with the Service Fee Schedule. On January 10, 2017, you transferred $from your USAA Savings account to bring the checking account balance to $ Similarly, during overnight processing on January 10, 2017, after a separate $ACH payment posted to your checking account, the account was overdrawn by $12.11. Again, the FSB paid the ACH item and appropriately assessed a $OD fee. On January 11, 2017, you transferred $from your FSB savings account to resolve the negative balance *** *** and *** ***, of our FSB staff, conducted thorough reviews of your concerns; however, they were unsuccessful in their efforts to reach you by telephone or email to discuss this further. Ms*** verified that the FSB assessed the OD fees in accordance with the DAD as there were insufficient funds in the checking account when each ACH item was presented for payment. Therefore, we must respectfully decline your request for the reimbursement of the fees. Ms*** confirmed that you have since added OD protection to your checking account. Please note that you have selected a USAA credit card for your protecting account, and the FSB will charge the credit card account as a cash advance in $increments for OD protection as noted in the Service Fee Schedule Mr***, it is important to know that the FSB complies with all banking regulations and with our core values of service, loyalty, honesty, and integrity. The FSB does not engage in unethical behavior, and we respectfully disagree with your allegations of wrongdoing. If you have any additional questions, Ms*** remains available to assist you. Thank you for the opportunity to review your concerns, explain the events that transpired, and reply Sincerely, *** ** ***

September 25, 2015 Mrs*** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your attempts to establish a checking account with the USAA Federal Savings Bank (FSB). We apologize for any frustration you experienced as we strive to
provide quality service and to handle issues in a timely manner Thank you for speaking with *** *** and *** ***, of our staff, about this matter. I understand that Mr*** thoroughly reviewed your situation and removed the restriction on your account and that Mr*** assisted you with establishing an individual checking account. Should Airman *** *** wish to add you as a secondary account holder, he may do so on usaa.com or by contacting the FSB at *** *** *** ** *** *** We appreciate you allowing us to research your concerns and respond to you. Sincerely, *** ***

July 17, *** *** *** ** *** ***
*** ** ** *** Dear *** ***: I am responding to your submission regarding the handling of a dispute on your checking account with the USAA Federal Savings BankI apologize for the delay you experienced as our employees
are expected to handle our member’s requests in a timely mannerCoaching was provided to those involved to prevent a future occurrenceThank you for speaking with *** *** of our staff, who confirmed the June 9, 2015, payment was reversed to your account on June 30, If you have any further questions, Mr*** remains available and he can be reached at *** *** *** ** *** *** *** ***
Thank you for allowing us the opportunity to research this matter and to respond to youSincerely, *** ***

August 8,
Mr*** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your auto loan rate
Unfortunately, *** ***, of our staff, was unable to reach you by phone to address your concernsNonetheless, he completed a thorough review of
your account and confirmed the rate is correct and is based on your overall credit profileIf you have additional questions, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Complaint: ***
I am rejecting this response because: They were given informationThe levy was supposed to remain until entire balance was paidIt was notNow the levy is gone and my money is goneThe contact number I was given is goneI don't wish to pursue this any longer because it's a lost causeI just want my account with USAA closedWill never use them for anything again
Regards,
*** ***

February 5,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your access to your account, and I regret the frustration this matter caused you
Thank you for speaking with *** ** ** ***, of our staff, about your concerns
After a thorough review of your account, we determined the restriction placed on your online access was done inadvertentlyWe submitted a request to remove the restriction, and you should regain online access once completed. Typically, this can take up to hours If you have additional questions, Ms** ** *** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

August 14, 2017 Ms*** ** ***Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your request to cancel debt protection on your automobile loan with the USAA Federal Savings Bank (FSB). Thank you for speaking with *** ***, of our
FSB staff, who explained the cancellation process outlined in the USAA Debt ProtectionSM Loan Addendum and Debt ProtectionSM Disclosure, both of which you electronically signed on April 6, 2016. Mr*** confirmed that debt protection coverage on your loan was canceled on July 26, 2017, in accordance with your written requestPlease note that your total loan payment will not be adjusted and any additional amount will be applied as described in your Loan AgreementIf you have additional questions, Mr*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ** ***

October 25, 2017 Ms*** ***Complaint ID #: *** Dear Ms***: I am responding to your submission regarding a dispute filed with the USAA Federal Savings Bank (FSB). Thank you for speaking with *** ***, of our staff, who confirmed that your prior disputes
were closed as the information requested by the FSB was not provided by the date specified. Mr*** thoroughly reviewed your account and was unable to locate any documentation received from you related to the disputesOn October 18, 2017, a new dispute was initiated on your behalf to allow you an additional opportunity to submit the information needed for our investigationPlease note that the temporary credit of $issued on September 8, 2017, remains in your deposit account at this time. If we determine the transaction was valid, we will notify you before we reverse the temporary credit. Mr*** remains available to assist you if you have additional questions. We appreciate you allowing us to reply to you. Sincerely, *** ** ***

September 20, Ms*** ** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your USAA Federal Savings Bank Certificate of Deposit (CD). I regret any frustration this has caused you Thank you for speaking with
*** ***, of our staff, who verified that you applied and were approved for a personal loan in October 2001, using your CD as collateral. I understand that he confirmed that the funds were provided to you as verified by check and no fraudulent activity had occurred. If you have any additional questions Mr*** remains available to assist you We appreciate you allowing us to reply to you and while this may not be the outcome you were seeking, I hope the information we have provided clarifies the matter for you. Sincerely, *** ***

March 3, Mr*** ** *** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your recent application to refinance your VA mortgage loanOur records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will
respond to the CFPB accordinglyThank you for the opportunity to replySincerely, *** ** ***

February 16, Mrs*** ** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding the IRS Tax Form R that you received for your annuity account for 2017. I regret any frustration this matter has caused you
Thank you for speaking with *** ***, of our staff, who advised you that your R has been corrected and was mailed to you on February 15, 2018. He placed it in your documents on usaa.com for immediate access. If you have any additional questions, Mr*** remains available to assist you We appreciate the opportunity to reply to you. Sincerely, *** ***

June 22, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your mortgage loan. We regret any frustration you may have experienced, and your feedback was shared with the appropriate areas Thank you for
speaking with *** ***, of our staff, who explained how the change in your down payment affected the points associated with the interest rate. I understand your loan closed and funded on June 16, 2017. It is important to know the USAA Federal Savings Bank complies with all applicable banking regulations and with our core values of service, loyalty, honesty, and integrity. Should you have any further questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***