Robert W. Carpenter, Esq.

December 21, 2017 MsJ*** ** ***Complaint ID #: *** Dear Ms***: I am responding to your submission regarding nonsufficient funds fees assessed to your USAA Federal Savings Bank deposit account. 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, *** ** ***

Complaint: ***
I am rejecting this response because:1) What exactly is a credits only status? 2)Why was my account in a credits only status and why wasn't I notified? Every other transaction before and after the $and $had the business/retailer by name3)If these two debits were valid and had to be manually posted, why didn't the USAA representatives that I spoke with see that? 4)On December 8, when Mr*** called me, I was working that day(7:am-10:pm).No cellphones are allowed at that jobI typically work 72-hours a week during the holiday season (mostly hour shifts).Also, I work in healthcare, so I only have thirty minute break per hour shiftI usually choose to eat during that time periodThe last time I called USAA during my minute lunch break, it took the representative well over minutes to transfer my funds and unfreeze my accounts so that I could pump gas, in order to get home after work even though I told him several times that I was on my minute break from workI was away from work for an hour and was immediately questioned by my supervisor about being gone for more than minutes5)If the debits are valid, why hasn't anyone from USAA offered me any proof of those debits? It's easy to say that the $debit is from pumping gas at a gas station that I frequentI noticed that there was a $debit from Corner Store and a $withdrawal right around the same time that the seperate $posted debit was incurredThat seems suspicious to meAnd as for the posted debit of $13.02, *** charges me a monthly fee of $and every time but this one is it is usually listed as *** *CR6)It's been my ***ce during my nearly year membership with USAA that when I see posted debit on any of my accounts, USAA has taken money from one of my accounts and moved it to another one of my accounts with a negative balance, in order to zero out the account, so there's always a posted credit; except for this timeLike today (1/1/2016),there is a posted debit of $in one of my joint USAA accountsI looked at all of my other USAA accounts and I found a posted credit of $10.85; Yet with these two specific posted debits, no posted credits were found and after years of membership I'm being told, Oh it was manually postedNo thanks, but I just don't believe youNot to mention that it took USAA weeks to respond to my Revdex.com complaint, that's just long enough for someone to come up with something that might could pass as the truth
Regards,
*** ***

August 21, 2015 *** *** ** ***
*** ** ** ***
Dear Mrs***: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB). Another thorough review of your situation has been completed, which
included a review of the call recording, and we regret that we did not find any evidence to support that you were advised that funds in your individual account were not subject to the FSB’s right to exercise setoff. The actions taken to offset the negative balance are in line with the FSB’s Depository Agreement and Disclosures (DAD), which is provided to all account holders when a new account is established and is available for your review any time on usaa.com. The DAD notes that each joint account holder acts as the agent of each other joint account holder and authorizes any other joint account holder to withdraw funds, make deposits, transact on the account, or close the account without the consent of any other joint account holder. The DAD also states, “Each joint account holder authorizes FSB to exercise setoff and enforce its security interest in the entire joint account, even though only one of the joint account holders is the debtor, and irrespective of who contributed funds to the account.” The DAD further notes that the setoff of funds may occur at any time, without prior notice or demand, to pay any debt, whether direct or indirect, that you have with FSB, and/or any fees or service charges owed to FSB. The FSB acts in accordance with our core values of service, loyalty, honesty, and integrity, and we reject your allegations of impropriety. *** ***, of our FSB staff, was unsuccessful in reaching you to discuss your concerns. Should you have additional questions, he remains available to assist you and can be reached at *** *** *** ** *** *** *** *** *** *** *** *** ** ** *** ** *** Sincerely, *** ***

January 24, 2018 Ms*** ***Complaint ID #: *** Dear Ms***: I am responding to your second submission regarding your auto loan and deposit accounts with the USAA Federal Savings Bank (FSB). Thank you for speaking with *** ***, of our staff, who confirmed that the FSB acted appropriately in completing an offset of funds from your deposit account. Ms*** was unable to validate any telephone contact between yourself and our Member Debt Solutions team to discuss the loan prior to January 4, 2018. A letter dated January 22, 2018, was mailed to you as a reminder to send your January loan payment within days of the due date. As no bank error occurred, we must respectfully decline your request to refund any external fees incurred as a result of the returned payment; the FSB refunded the $nonsufficient funds fee as a courtesy on January 24, 2018. We appreciate another opportunity to reply to you. Sincerely, *** ** ***

September 30, 2016 Staff Sergeant *** ** ***, USAComplaint ID #: *** Dear Staff Sergeant ***: I am responding to your submission regarding your debit card with the USAA Federal Savings Bank (FSB), and we regret any frustration you may have experienced. ***
***, of our FSB staff, was unable to reach you to discuss your concerns. The FSB is converting all debit cards from MasterCard to Visa. Unfortunately, we are unable to delay or prevent the conversion, or to extend the close date of your prior card. Ms*** was able to confirm you had activated and successfully utilized the new cardIf you have additional questions, Ms*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ***

September 3, Mrs*** K*** Complaint ID #: *** Dear Mrs***: I am responding to your second submission regarding your deposit account and credit card with the USAA Federal Savings BankWe responded to your Revdex.com complaint on August 21, Since an inquiry was filed with the Consumer Financial Protection Bureau (CFPB) regarding this matter, we responded to the CFPB on August 27, Thank you for another opportunity to replySincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDICOther bank products are issued and serviced by USAA Federal Savings Bank

February 22, Mrs*** ** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding an ATM dispute filed with the USAA Federal Savings Bank Gus ***, of our staff, was unsuccessful in reaching you to discuss your
concerns. Mr*** confirmed a letter was mailed to your address on file on February 7, 2018, advising the temporary credit would be reversed on February 15, 2018. The letter noted the ATM deposit in question could not be located, based on the date of deposit you provided when filing the dispute; we are therefore unable to credit your deposit account as requested. We ask that you contact Mr***, as we would need to confirm the date of deposit and ATM location prior to resubmitting the dispute. We appreciate you allowing us to reply to you. Sincerely, *** ** ***

Complaint: ***
I am rejecting this response because:The response does not explain the purpose of the policy to freeze accounts from use by account holders after activity has been identified, USAA FSB and account holders have differentiated legitimate and illicit account activities, and, in this case, additional safeguards have been put in placeStating that the freeze is policy and it is included in the fine print of account agreements suggests evasion from addressing the reasoning and appropriateness of the practiceThe response does not address USAA FSB's culpability in the illicit activityUSAA FSB did allow my online account's password and personal identification number (PIN) to be changed when called by actors who were already easily identifiable as not being me and unauthorized to make changes to my accountsThis would have been the opportunity to temporarily freeze the accounts, but USAA FSB allowed the actors to call back repeatedly until they were able to achieve changes to my accountThe response does not address why USAA FSB does not place a high enough priority to these investigations to conduct them after hours and on weekends to free account holders' monies quickly, if this policy is justifiable (see response above)The response does not explain why account holders can not talk to managers overseeing such investigations, instead being brushed off by employees with titles such as 'executive issues managers' (I do not recall the exact titleThe response does not explain why investigations can not use a 'snapshot' of the account and recoup from account holders, if necessary, afterwards once illicit activity has been identified and presumed to have been carried out by a criminal third party.In summary, it is my understanding from this limited response that USAA FSB wishes to justify freezing members' accounts with them based on circumstances they assisted criminals in creating and then refuse account holders with any recourse while they have no access to their accounts over weekends, holidays, and evenings because they do not place enough priority to allowing account holders access to their own monies in a timely manner.If USAA FSB would like to contact me with the answers to all of the above, I will happily speak with them
Regards,
*** ***

May 18,
Mrs*** *** Complaint ID #: ***
Dear Mrs***:
I am responding to your submission regarding your savings account with the USAA Federal Savings Bank (FSB)
Thank you for speaking with *** ***, of our staff, who confirmed that the funds in your savings account
were transferred to your checking account to offset part of the outstanding balanceAs Mr*** explained, the actions taken were in accordance with the Depository Agreement and Disclosures (DAD)According to the DAD, which is provided to all account holders and is available on usaa.com, “You agree that FSB may, without prior notice of demand, apply or setoff the funds in your account (and accounts you own with others) at any time to pay any debt, whether direct or indirect, that you have with FSB, and/or any fees or service charges owed to FSBIn addition to its rights under the law (called “setoff”), you grant FSB a security interest in each account to secure such debt, as it may arise.”
Additionally, Mr*** conducted a thorough review of your calls to the Bank; however, your allegations of wrongdoing were unfoundedShould there be additional questions regarding this matter, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ** ***

Complaint: ***
I am rejecting this response because: I was promised a follow up call and never got one with regard to the final status of the accountI recieved a conflicting message from USAA and want to resolve it as soon as possible.Thank you
Regards,
*** ***

Complaint: ***
I am rejecting this response because: they are NOW DISCRIMINATING AGAINST ME - as their statement to the CFPB states that I was advised correctly in that they do NOT settle accounts. But then in the SAME SENTENCE USAA states "UNLESS THE ACCOUNT IS DELINQUENT!" I was NEVER advised this - unless the account is delinquent. THIS IS UNFAIR & UNJUST!!!! Guess I'll have this account go into a delinquent status!They are NOW DISCRIMINATING AGAINST ME!!! UNBELIEVABLE!!!
Regards,
*** ***

Mrs*** *** Complaint ID #: ***
Dear Mrs***:
I am responding to your submission regarding your valuable personal property claim and your deposit account
At the inception of each deposit account, you were provided with the Depository Agreement and Disclosures (DAD),
which outlines the terms and conditions that govern your deposit accountsAccording to the DAD, “FSB may close your account at any time without advance notice.”
Thank you for speaking with Jessica Brennecka, of our staff, who explained why your web access was restricted and advised you that your deposit accounts will close on February 28,
I understand that you also had the opportunity to speak with *** ***, of our staff, regarding the claim decisionAs discussed, the decision was found to be appropriate
If you have additional questions, Ms*** and Ms*** remain available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

February 3, Ms*** ** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your checking accountOur records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will respond to the CFPB accordinglyThank you
for allowing us to reply to youSincerely, *** ** ***

Complaint: ***
I am rejecting this response because:The first few assessed when the available balance and current balance both showed over $1,available and no large payments were pending or clearingThe second fee was assessed when there was an available balance of over $200. If USAA’s system reports different balances than what the user can see on the USSA app or site, then that is entrapment and a GROSS design flaw (be it intentional or accidental)If your banking system shows funds available when someone makes a transaction, then you cannot secretly re-prioritize the order in which the system processes transactionsAnd if a direct deposit is in pending status, then the available and current balances NEED TO reflect the difference of that direct depositBut seeing as your system showed me that both balances were in fact over the amount that the payment tried to process, this is your faultBut go ahead and rob your clients and this nation’s service members of their precious, very limited funds with your erroneous, highway-robbery feesI had great banking history with *** and other institutions and when colleagues insisted I bank with USAA, I’ve had nothing but fees, errors and complicated transaction processingUSAA is no different than any other crooked banking institution out thereYou guys will step over dollars to pickup nickels and you could care less how it affects your clients and their familiesIt’s fine, keep your $fees Lord knows without those fees and your endless government subsidies you wouldn’t be in business anywayIt’s clearly not as a result of advocating for your clients and putting more trust in them than in your technically-deficient systemMy family and I will terminate all business with USAA and encourage our military colleagues and friends to cut ties as well for their financial safetyA bank without physical branches and with zero concern for the financial well being of its clients doesn’t sound like a very inviting or confidence-building bank to me.Thank you for taking the time to show all those who read this thread just how cold and detached you can be towards your clients and how little you care about standing on good priciple
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
SSo in other words your Corporation do not give a "***"about my complaint and instead of fixing the problem or doing and effort to resolve the issue, like firing the people involved or 3er party company involved in the past 3-years I had been complaining, you rather loose possibly for clients of our family and me that have been with you about yearsThat tells me how much you care about your customers and that they are able to pay their bills on time and without getting late fees, regardless if you pay or not if it is your faultThe problem is, that if those fees do occurred, if you will really back us us of have our six, if it or when it happensI do not know if we can trust you, if this is the way you handle the problem nowThat is ok, because they are plenty of Blogs I can report this to and definitely will report this to the Commander of the nearest Base and the Jag office, so they prevent soldiers from joining your BankI did not get a Criminal Law Degree for nothingYou do not care about me, why should I care about you getting more fools as your customersThank you for nothing! I see your CEO did not have the Balls to communicate with their clients
Regards,
*** *** ***

February 5, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your checking accountOur employees are expected to be courteous and informative, and we regret any frustration or inconvenience you may have experiencedWe appreciate you
speaking with *** ***, of our staff, about your concernsI understand that Mr*** reviewed your account status with you, refunded five NSF fees, and discussed the processing of your CD closure requestIf you have any other questions, Mr*** remains available to assist you and can be reached at *** *** *** ** *** *** *** *** Thank you for allowing us to reply to youSincerely, *** ***

August 4, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your third submission regarding your concerns with USAA credit card fraud handlingI regret if you have not received or viewed our July 10, 2015, response to your CFPB submissionA copy of our response to the CFPB has been mailed to youThank youSincerely, *** *** 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: According to the attached "*** *** Bank Statement Screenshot.png" image file, as of today's date - 5/31/- no courtesy refund of $has been received by my bank - the bank statement that I provided previously only shows refunds of the $on both 4/24/and 5/1/Unless USAA is planning to deliver this courtesy refund of $by means other than through my bank account - which wasn't indicated in their response - I am rejecting this response until such time that USAA actually delivers the $courtesy refund that it has promised in its response
Regards,
*** ***

Tell us why here...April 20,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your deposit accounts with USAA Federal Savings BankI regret any frustration you experienced as we strive to provide quality service to our
entire membership
Unfortunately, *** ** ** ***, of our staff, was unable to reach you and would like the opportunity to discuss this matter furtherYou may contact Ms** ** *** at (***) ***-USAA (***), Extension ***, at your convenience
We appreciate you allowing us to reply to you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I still believe this is wrong to do to your customersThe only things I was told you based this investigation off of was it was in the area where I reside inI have spoke with a lot of other customers that this has happened to and USAA has thrown them away tooUSAA did not want to try and help out me in any way to find this out on who could have gained access to my account even though it was a totally different phone that made the depositsPlus where the checks came fromI have been with a lot of banks and by far the worst experience ever.
Regards,
*** ***