Robert W. Carpenter, Esq.

August 8, 2017 Mr*** ** ***Complaint ID #: ***
*Dear Mr***: I am responding to your submission regarding the credits-only status of your deposit account with the USAA Federal Savings Bank (FSB). Our records reflect that you engaged in scam activity on two
separate occasions in 2017, to include providing your online authentication credentials to a third party. In both instances, a check deposited into your joint checking account was later returned as counterfeit. As a result of this activity, the FSB made a decision to cease doing business with you. FSB deposit accounts are governed by the Depository Agreement and Disclosures (DAD), which is provided to all account holders. The DAD maintains, “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.” In July 2017, you contacted the FSB multiple times regarding your inability to access the funds in your checking account; each time you were advised that the account would remain in a credits-only status and would be closed days from the date of the returned deposit. *** ***, of our staff, was unsuccessful in reaching you to discuss your concerns. Nonetheless, on August 8, 2017, the checking account was closed as you requested and a check for the balance was mailed to your address on file. The FSB’s actions were in accordance with the DAD; therefore, we respectfully decline your request for additional compensation. We appreciate you allowing us to reply to you. Sincerely, *** ** ***

March 15,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding the payment from your checking accountI regret the frustration this situation caused you
Thank you for speaking with *** ***, of our staff, who confirmed
the processing of the payment was not in error; therefore, we respectfully decline to refund the $
Please know all employees are expected to act in accordance with our core values of service, loyalty, honesty, and integrityUpon further review of our recorded calls, we determined the allegation that our representative acted unprofessionally is unfounded
If you have additional questions, MsRodriguez 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,
*** ***

November 17, 2015Mrs*** ***Complaint ID #: ***Dear Mrs***:I am responding to your submission regarding your joint deposit account you hold with your spouse. I regret the frustration and inconvenience you experienced. We thoroughly reviewed your situation and
confirmed that the account was handled in accordance with the USAA Federal Savings Bank’s (FSB) Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com. The DAD 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, your joint deposit account was placed in a credits-only status. Thank you for speaking with *** ***, of our staff, who discussed your concerns and who verified that your account was reinstated after an investigation was completed. We value your feedback, and we have shared it with the appropriate areas as we are always looking for ways to improve how we do business. If you have any further questions, Mr*** remains available to assist you. We appreciate the opportunity to reply to you. Sincerely,*** ***

October 19, *** *** *** *** ** *** *** Complaint ID #: *** Dear *** *** I am responding to your submission regarding your 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, *** ** ***

November 13,
Mr*** *** Complaint ID #: ***
Dear Mr***
I am responding to your submission regarding your accounts with the USAA Federal Savings Bank (FSB)
Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We
responded to the CFPB on March 14, Credit Cards are issued by the USAA Savings Bank (USB) and serviced by FSBAs the USB and FSB are not debt collectors under the Fair Debt Collection Practices Act, inclusion of the debt validation provision does not applyAs stated, we confirmed that your accounts were reported accurately and in accordance with the Fair Credit Reporting Act; therefore, your allegations of wrongdoing are unfounded
Unfortunately, *** ***, of our staff, was unable to reach you by phoneIf 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 FDICOther bank products are issued and serviced by USAA Federal Savings Bank

Ms*** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding the handling of your claim
Unfortunately, *** ***, of our staff, was unable to reach you by phone to address your concernsNonetheless, she reviewed your account and
determined that the claims process was followed appropriately
If you have additional questions on this matter, Ms*** remains available to assist you at (***) ***-*** or (***) ***-***, Extension ***
We appreciate you allowing us to reply to you
Sincerely,
*** ***

Complaint: ***
USAA only acknowledges that we did file with agencies.USAA contacted us by phone on Tuesday 6/30/and confirmed that our findings and complaints were indeed validUSAA states that their staff handled this matter with gross negligenceUSAA regrets the level to which this has escalated.However, despite a domino effect caused by USAA's actions that resulted in our business having to suspend operations (we are currently still under suspension but using emergency measures to circumvent the problem) USAA demonstrates no desire to help or render monetary compensation or retribution.How typical, and sad, of corporate level decisions in today's worldThe consumer is forced to "take matters into their own hands"This often can jeopardize lives and public safety
Regards,
*** ***

September 28, *** *** *** ***
*** ** ** *** Dear Mr***: I am responding to your submission regarding your experience involving your USAA credit cardI apologize for any frustration this matter may have caused you as we strive to provide quality service to our entire
membershipOur records reflect that *** ***, of our staff, informed you by email that the restriction has been removed and that your credit card is available for useIf you have additional questions, MrGonzales remains available to assist youThank you for allowing us to reply to youSincerely, *** ** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

October 14, 2016 Mr*** ** ***Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your checking account. Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB). We responded to the CFPB on
October 13, 2016. Thank you for the opportunity to reply. Sincerely, *** ***

November 27,
Mr*** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your second submission regarding your auto loan
We responded to your complaint on November 22, While we recognize that you disagree, we feel confident that the correct decision has been madeNo 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,
*** ***

Complaint: ***
I am rejecting this response because:
There WAS a $fee assessed to account because of this Saying there wasn't is information Second, my deposit was collected from my external Wells Fargo account on Monday, August $2,was removed from my checking account by USAA, yet was STILL not made available to me until August 10th
Regards,
*** ***

March 23,
Sergeant First Class *** ***, USA (Ret.)
MrsLatecha ***
Complaint ID #: ***
Dear Sergeant and Mrs***:
I am responding to your second submission regarding your request for reinstatement of your USAA membership
We understand each person has a unique financial situation and that certain life events outside of his or her control may cause difficultiesAs such, we conducted another review of your concerns; however, no new information has been discovered that would warrant a change in our positionWhile we recognize that you disagree with our response, we are confident that the correct decision has been made
Thank you for allowing us to reply to you
Sincerely,
*** ** ***

January 18, Staff Sergeant *** ***, USA Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding your checking account Upon inception of your account on May 3, 2012, you received the Depository Agreement and Disclosures
that states, “FSB may close your account at any time without advance notice.” We conducted a review of the account activity in your checking account, and *** ***, of our staff, tried to explain to you in detail the results of our investigationAfter a review of the findings, we made the business decision to close your deposit accountThe remaining funds will be returned to you within a sixty day period If you have additional questions on this matter, Mr*** remains available to assist you at (***) ***-USAA (***), or (***) ***-***, Extension *** We appreciate you allowing us to reply to you. Sincerely, *** ***

December 9, 2015Mrs*** ***Complaint ID #: ***Dear Mrs***:I am responding to your second submission regarding the deposit hold on your USAA Federal Savings Bank checking account.We responded to your complaint on November 18, 2015. I regret that you and *** *** have not been able to reach each other. Albert ***, of our staff, also attempted to contact you and has left messages and sent an email with his contact information. Both Ms*** and Mr*** remain available to discuss your concerns. We appreciate the opportunity to review your concerns again.Sincerely,*** ***

February 19, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your second submission regarding your check deposit We responded to your complaint on February 8, 2018. While we recognize that you disagree, we are confident that procedures were followed, the deposit was processed correctly, and we can only return the deposit to the Social Security Administration if funds are available. No new information has been presented that would warrant a change in our position. We appreciate the opportunity to review your concerns again Sincerely, *** ***

June 19, 2015 Ms*** ***Complaint ID #: *** Ms***: I am responding to your submission regarding your automobile claim. Thank you for speaking with *** ***, of our Claims staff, who addressed your concerns and explained that after a thorough investigation
was conducted, it was found that your claim was handled appropriately. It is important to know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity. Thank you for allowing us to reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: The money that was put into someone else’s account is supposed to be mineIf that person spent that money knowing it wasn’t supposed to be there that is their fault if that money puts their account into a negative statusMy wife and I are both disabled and not receiving that money almost cost my wife her lifeMy father loaned us the money but really needs the money backI feel I am asking for what is mine and it should be returned promptly.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Revdex.com if you look at the complaint numbers they don't even matchIs this a scam because this is not what my case was even about$86000? Where did this come fromCan't trust anyone these days
Regards,
*** ***

***May 30,
Mr*** *** Complaint ID #: ***
Dear Mr***
I am responding to your submission regarding your loan paymentI regret any inconvenience this situation may have caused you
*** ***, of our staff, completed a thorough review of your account
and sent our findings via usaa.com on May 23, 2017, as we do not have a phone number on fileAs stated in the email, the second payment was in accordance with your automatic payment agreement that states USAA requires at least five days for any changes to the automatic payment to avoid a duplicate paymentNonetheless; we confirmed the $was issued back to youAdditionally, we issued a courtesy refund of $as indicated on the bank statement you providedIf you have additional questions, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***