Robert W. Carpenter, Esq.

March 16,
Mrs*** ** *** Complaint ID #: ***
Dear Mrs***:
I am responding to your third submission regarding your loans
*** ***, of our staff, was unable to reach you to discuss your concerns; nonetheless, he thoroughly reviewed your account and was unable to verify any returned paymentsAdditionally, since your bankruptcy has been discharged, you no longer have obligations to pay on the loanConsequently, the Bankruptcy Right to Cure Default letter explains the FSB’s intention to repossess the collateral vehiclePlease note that this notification was mailed to your address of record on March 8, Mr*** remains available to assist you and he can be reached at (***) ***-USAA ***) or (***) ***-***, Extension ***
We appreciate you allowing us another opportunity to reply to you
Sincerely,
*** ** ***

Complaint: ***
I am rejecting this response because: They quoted an automotive claim saying they handled the situtation accordinglyHowever when it was pointed out to them it was a VPP claim they openly admitted to reviewing the wrong claim then retracted their statement stating they based their response on the vpp claimHow are they taking this seriously and can claim they handled the situation appropriately? I would like a FULL apology from the USAA regarding this FULL situation
Regards,
*** ***

April 3,
Ms*** ** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding the funds transfersI regret the frustration this situation caused you
Thank you for speaking with *** *** of our staff, who explained the process
to stop and reissue the checksIf you have additional questions on this matter, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

June 10, 2015 Mrs*** ***Complaint ID #: *** Dear Mrs***: We responded to your complaint on June 4, 2015. No new information has been presented that would allow us to further review the matter. Sincerely, *** ***

February 20,
Ms*** ** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your checking account with USAA Federal Savings Bank
I am sorry to hear about the frustration you experienced as we strive to provide quality service to our
entire membershipThank you for speaking with *** ***, of our staff, who completed a thorough review of your account and confirmed that USAA’s position remains unchangedShould you have any additional questions, Ms*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

*** *** ***
*** *** ** ***
*** ** ** ***
*** *** ***
I am responding to your submission regarding a payment made to your credit card account with the USAA Federal Savings Bank (FSB)
Our records reflect that on April 23, 2016, you scheduled a same-day credit card
payment for $13,from an external account via USAA’s mobile app. When you called on April 26, 2016, we advised that the payment had processed. The next day, a manager attempted to reach you by telephone but was unsuccessful. While we regret any frustration you experienced, the payment was processed in accordance with the information that was entered via the mobile app. Should you have any additional questions, *** ***, of our FSB staff, 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

November 27, 2015Mr*** ***Complaint ID #: ***Dear Mr***:I am responding to your submission regarding your credit card accountOur records indicate that your credit card account was charged off in March 2015, due to your bankruptcy filing. I apologize that your account
was not immediately updated when you filed bankruptcy in 2013. To the extent allowed by law, we believe it is in the best interest of the association to put certain restrictions into place, such as limited access to usaa.com, when a member has caused USAA to suffer a loss. The restriction lasts for seven years from the filing of the bankruptcy and will be removed in March 2020. Our representatives are available to process any transactions or assist in servicing your existing accounts. Additionally, we offer a limited view of your accounts on mobile.usaa.com, which can supplement the account information you can get by mail or telephone. *** ***, of our staff, was unsuccessful in his attempts to reach you to discuss this matter. If you have any additional questions, Mr*** remains available, and may be reached at *** *** *** ** *** *** *** ***.Thank you for 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

Complaint: ***
I am rejecting this response because:I spoke with a USAA representative and requested overdraft protection on my checking account.I never heard of having a checking that had overdraft protection that was lster closed.What was the reason?I would like tp request documentstipn of this account.Another issue was NSF fees were charged when money was available in the account and am still being charged fees with a balance of $1500.00.These pending charges have prevented me from closing my account.I would like documentation of each overdraft fee charged.I have had several issues with USAA.They should also have a record of me contacting them removing the from my Homeowners Insurance because my home was underinsured.If your goal is to rip off military members you have done a great job because I know I am not the only one.If you feel that $pf fees in one month isnt excessive your crazy!!
Regards,
*** ***

March 30, Major *** *** ***, USA Complaint ID #: *** Dear Major ***: I am responding to your submission regarding your mortgage payments. We regret any frustration you experienced You were correctly advised that manual payments could be
made if you choose to split your monthly mortgage paymentPlease understand there is a contractual obligation when you signed the mortgage loan documents that state the payment is considered late after the 15th of each month. Therefore, if you split the payments, both partial payments must be received by the 15th of the month. Patrick ***, of our staff, attempted to contact you to discuss your concerns. Mr*** confirmed the mortgage servicer, Nationstar, adjusted the late fee you were assessed and that no late payments were reported to the consumer reporting agencies. We respectfully decline your request for additional compensation. Should you have any 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: Wear and tare do not occur in amounts nearing $60,in damages in just months. I had a faith in the insurance from USAA when I purchased it through them. I do not now. This is absolutely appalling.
Regards,
*** ***

September 17, *** *** *** ** *** ***
*** ** ** ***
*** *** *** *** I am responding to your submission regarding your access to features of your deposit accounts with the USAA Federal Savings Bank (FSB)We regret any frustration or inconvenience you
experienced as a result of this matterI understand that you engaged in an online conversation with an FSB representative on September 4, 2015, who provided the reasons for the restricted access as well as the deposit holdsLater that day, following a thorough review of your account, the restriction was liftedPlease be advised that while access to Deposit@Home, Deposit@Mobile, and funds transfers has been reinstated, your deposits will continue to be subject to the funds availability guidelines referenced in the Depository Agreement and Disclosures*** *** ***, thank you for allowing us to further research the matter and to reply to youShould you have any further questions, *** ***, of our staff, can be reached at *** *** *** ** *** *** *** ***
Sincerely, *** ***

May 22, 2015 Mr*** *** Complaint ID #: *** and *** Dear Mr***: I am responding to your submission regarding the annual percentage rate (APR) for your USAA credit card. Thank you for allowing *** ***, of our Federal Savings Bank staff, to explain
that the promotional offer you received stated that a zero percent APR applied to balance transfers and convenience checks only and did not include purchases. Should you have additional questions, Ms*** remains available to assist you. We regret any frustration this matter may have caused you, and we appreciate the opportunity to respond to you. Sincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

May 22, 2015 Mrs*** *** ***Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding the USAA Federal Savings Bank (FSB) deposit hold policy. Our employees are expected to be courteous and informative, and we make every effort to
provide quality service. I regret any frustration you may have experienced. Please note that the FSB handles all deposits in accordance with banking regulations and the Depository Agreement and Disclosures (DAD), which is provided to account holders and is available for your review on usaa.com Longer delays in funds availability may apply as outlined in the DAD and described in the hold notice we sent to you on May 4, 2015. We appreciate you speaking with *** ***, of our FSB staff, who explained the reason for the hold on your May 4, 2015, Automated Teller Machine (ATM) deposit I understand Ms. *** also provided deposit options to prevent future holds and explained that any accrued interest on funds that are on hold are provided to the account holder and not the FSB. Should you have any additional questions, Ms*** remains available to assist you. Thank you for allowing us to review your concerns and respond 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 19,
Mr*** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding the $78.13, which was incorrectly credited to your daughter’s account and subsequently reversed
Thank you for speaking with *** ***, of our staff, regarding
the transaction and for allowing her to review the statements with youI hope you found your conversation with Ms*** responsive to your concerns
We appreciate you allowing us to reply to you
Sincerely,
*** ** ***

September 8,
Ms*** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB)
Thank you for speaking with *** ***, of our staff, who addressed your concerns and, as a
courtesy, refunded the nonsufficient funds feesPlease know we act in accordance to the Depository Agreement and Disclosures which states, “When you do not have enough available funds in your account to cover a check or other item…FSB may charge for each insufficient funds item.” If you have additional questions, Ms*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I asked if the documents I was sending were ok and I was told yes I sent my passport,health card that has my social on it and my spectrum phone bill, and she checked and let me know that those documents were ok
Regards,
*** ***

August 2, Specialist *** *** Complaint ID #: *** Dear Specialist ***: I am responding to your submission regarding your auto loan and credit card account with the USAA Federal Savings Bank Thank you for speaking with *** ***, of our staff, who
addressed your concerns. I hope that your conversation with Mr*** reassured you that your satisfaction is important to usOur records confirm that both accounts were paid in full. Mr*** requested a correction to your credit report to reflect the change; however, the credit agencies process varies and is subject to their practices. Should you have additional questions, Mr*** remains available to assist you. He can be reached at *** *** *** or *** ***, Extension *** We appreciate you allowing us to reply to you. Sincerely, *** ***

February 11,
Mr*** ** ***
Complaint ID #: ***
Dear *** ***:
I am responding to your second submission regarding the credit for a USAA checking account promotional offer.
We responded to your complaint on January 28, 2016. While we recognize that you disagree, we feel confident that the correct decision has been made. No new information has been presented that would warrant a change in our position.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed
Sincerely,
*** ** ***

March 17,
Specialist *** ** ***, USA
Complaint ID #: ***
Dear Specialist ***:
I am responding to your submission regarding your deposit account transactions
Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We
will respond to the CFPB accordingly
Thank you for the opportunity to reply
Sincerely,
*** ***