Robert W. Carpenter, Esq.

July 5, 2017 Mr*** ***Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB). Thank you for speaking with *** ***, of our FSB staff, regarding the nonsufficient funds (NSF) fees
assessed to your checking account. You advised Mr*** that you would request a letter from *** stating that the attempted drafts which resulted in the NSF fees were made in error. On June 21, 2017, your checking account was charged off with a negative balance after remaining overdrawn for consecutive daysIf you have additional questions, Mr*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ** ***

April 17,
1st Lieutenant *** ***, USAF
Complaint ID #: ***
Dear Lieutenant ***:
I am responding to your submission regarding your auto loan with USAA Federal Savings BankI am sorry to hear about the frustration you experienced as we strive to provide quality service
to our entire membership
Our records indicate that the interest rate on your auto loan was updated effective April 3, Unfortunately, *** ***, of our staff, was unable to reach you to discuss this matter furtherIf you have any additional questions, Ms*** remains available to assist you at (***) ***-USAA (***) or (***) ***-***, Extension ***
We appreciate you allowing us to reply to you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:After speaking with *** at Usaa, we still have no answer*** stated on the phone she heard *** say that its a bank error and not not worry about itShe then said she wanted to make sure she heard it and asked another employee to listenThey then discussed it between each other and determined what he said is not what he saidThen said *** will be disciplined and retrained to use better wordsThis conversation with usaa has proven fault to usaaYet ***'s canned reponse about the federal guidelines is just a way to say we are not standing by our wordsUsaa agrees a mistake was made and the words were said to us to not worry about it, was a lieUsaa admits it was a mistakeThe recorded phonecall needs to be released to the Revdex.com
Regards,
*** * *** ***

January 22, Staff Sergeant *** ** *** *** Complaint ID #: *** Dear Staff *** *** I am responding to your submission regarding your mortgage loan refinance applicationWe strive to provide quality service to our entire membership, and we apologize for any
frustration this matter may have caused youThank you for speaking with *** *** of our staff, who explained that you did not lock the rate at the time you applied for the mortgage loan and that this was noted in the Loan Estimate document we provided to you to include that the interest rate is subject to changeIn addition, your application was not declined, and we understand that you agreed to send us confirmation of your employment statusPlease know that your concerns are important to us, and coaching has been provided to prevent a recurrenceStaff *** ***, the USAA Federal Savings Bank adheres to all banking regulations as well as to our core values of service, loyalty, honesty, and integrityWe appreciate you allowing us to reply to youSincerely, *** ** ***

October 13,
Ms*** ** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your debit card dispute
Thank you for taking the time to speak with *** ***, of our staff, and confirming this matter was resolvedIf you have additional questions, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

May 19, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding recent automobile loan experience. I regret any frustration this matter may have caused Unfortunately, *** ***, of our staff, was
unsuccessful in her attempts to contact you. Should you wish to discuss this matter further, please contact Ms*** at (***) ***-USAA (***) or (***) ***-***, Extension *** We appreciate you allowing us to reply to you. Sincerely, *** ***

January 31, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your savings account with the *** Federal Savings Bank. I regret any frustration this matter may have caused you Thank you for
speaking with *** ***, of our staff, who discussed your concerns. As she explained, the insufficient fund (NSF) fees are associated with adding the savings account to your PayPal for debit transactions. On November 22, 2016, an overdraft notice was sent to the home address on file. Documentation from PayPal regarding an error or fraud issue is needed in order for us to forgive additional NSF fees. If you have additional questions, Ms*** remains available to assist you at (***) ***-*** (***) or (***) ***-***, Extension *** We appreciate you allowing us to reply to you. Sincerely, *** ***

February 21,
Mr*** ***
Complaint ID #: ***
Dear
MrRaines:
I am responding to your submission regarding your insurance billing
Thank you for speaking with *** ***, of our staff, about this matterIf you have additional questions, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

May 4,
Sergeant First Class *** ** ***, USA (Ret.)
Complaint ID #: ***
Dear Sergeant ***:
I am responding to your submission regarding a certified check you orderedI regret the inconvenience this situation caused you
Thank you for speaking with *** *** of our
staffAs discussed, in accordance to the Depository Agreement and Disclosures, to claim a refund of the check amount, “the item must not have been presented for payment for days from the issue date or, in the case of certified checks, from the date of acceptance.” If 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:
I am not accepting their response, I turned in quite a few events as one claim, we went through this before, while I was in MexicoThey made me wait over a month to get any re imbursementNow they just shut off my card while their is money in the accountI have no outbound phone, they have to call me, and they're refusingI'm homeless, again, because of their actionsI'm tired of it
Regards,
*** ***

August 28, *** *** ** ***
*** ** ** *** Dear Mr***: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB)Our employees are expected to be knowledgeable and informative, and I regret if this was not your experience
Thank you for speaking with *** ***, of our FSB staff, who clarified how pending debit card transactions are processed and reflected on your account activityI understand that he also refunded the $NSF fee as a courtesyMr*** remains available to assist you should you have any additional questions or need assistance with the overdraft protection and account alert features that were discussedWe appreciate the opportunity to address this matter and to reply to youSincerely, *** ***

March 17,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your March 5, 2017, property theft claims
Our records indicate that on March 15, 2017, an $payment was credited to your USAA checking accountBrenda Cantu,
of our staff, remains available to assist you should there be additional questions regarding this matterShe can be reached at (***) ***-USAA (***) or (*** ***-***, Extension ***
We appreciate you allowing us to reply to you
Sincerely,
*** ** ***

August 18, *** *** ** ***
*** ** ** ***
Dear Ms*** I am responding to your submission regarding a promotional offer you were solicited with for your bank account with the USAA Federal Savings Bank (FSB)I regret any frustration you experiencedIn April
2015, the FSB emailed you a promotional offer for a $credit to your checking accountOur records indicate that on July 22, 2015, you were informed that you had accepted the promotional offer and had met the conditions to receive the creditThank you for speaking with *** ***, of our FSB staff, who confirmed a credit of $was applied to your checking account on August 14, If you have additional questions, Mr*** remains available to assist youThank you for allowing us to reply to youSincerely, *** ***

June 28, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your request for a permanent ATM daily limit increase on your deposit account with the USAA Federal Savings Bank (the Bank)Although the Bank received your written request for the
permanent increase on May 27, 2016, you did not provide us with the debit card number until on June 16, 2016, at which time a supervisor assisted you with establishing the $2,permanent increaseWhile the increase has been executed, it is important to note that each ATM may have its own limits for withdrawalsTherefore, multiple transactions may be required to attain the $2,limit*** *** of our Bank staff was unsuccessful in her attempts to reach youShould you have additional questions, Ms*** can be reached at *** *** *** or (*** *** *** ***We appreciate the opportunity to review this matter and to respond to youSincerely, *** ** ***

*** ** ***
*
*** *** ** ***
*** ** ** ***
*
*** *** ***
I am responding to your submission regarding your request to opt out of future advertising and for a “cookie” to confirm that your request was honored
Federal law gives you the right to limit some, but
not all, marketing from USAA. If you limit marketing, you will continue to receive: a response when you contact us about a product; communication from the companies you do business with; and communication sent to the general public, or to all members. USAA members have the option to limit marketing offers online at usaa.com/optout or by calling ###-###-#### and following the menu prompts. The FSB confirmed that your marketing preference has been updated appropriately; however, we are unable to supply you with a “cookie” for your computer. 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
MrWright, we appreciate the opportunity to review your concerns and reply
Sincerely,
*** ** ***

Complaint: ***
I am rejecting this response because:
There was never any documents sent to me pertaining to the debt protection contactWhen I was declined to use the service the agent advised that they may also decline the next sub mission that I were to do, to use the programI had to call in total of times in a month period to even get the protection canceledEach agent I spoke with said they would cancel, and I would see the charges on my note statements of the debt protection still being apart of my loanNo one has taking any responsibility for the inconvenience that not only not be able to use the debt protection when I lost my job, but charging me late fees for not making a payment while being unemployed and having to file a complaint just to have the debt protection canceled
Regards,
*** ***

August 12, Mrs*** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your credit card account with USAA Federal Savings Bank (FSB). I apologize
for the frustration and inconvenience you experienced as we strive to provide quality service to our entire membership Thank you for speaking with *** ***, of our staff, who confirmed that the Fraud department issued a credit to your credit card for the fraudulent charges. I hope that your conversation with her reassured you that your satisfaction is important to us. If you have additional questions, Ms*** 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

June 26, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your mortgage and I regret any frustration this matter may have caused Thank you for speaking with *** ***, of our staff, who contacted
Nationstar (NSM) to discuss your concerns. Our records indicate that on June 21, 2017, Ms*** confirmed the delivery of your refund check from NSMIf you have additional questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

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,
*** ***

February 5, Major *** ***, USA (Ret.) Complaint ID #: *** Dear Major ***: I am responding to your submission regarding your mortgage payment to Nationstar Mortgage (NSM) Thank you for speaking with *** ***, of our staff, who worked with NSM
regarding your payment that was returned due to insufficient funds and the $fee you incurred. As he advised, NSM declined your request to refund the fee as no error was made on their part. However, USAA did refund two $nonsufficient funds fees as a courtesy. If you have additional questions, Mr*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***