Robert W. Carpenter, Esq.

January 26, Master Sergeant [redacted] Complaint ID # [redacted] Dear [redacted] I am responding to your submission regarding your deposit accountWe regret any frustration or inconvenience you experienced, and we appreciate the opportunity to look into your concernsWe confirmed that the $payment was returned from the external payee, that a credit for that amount posted to your account on January 11, 2016, and that you canceled the monthly automatic payment on usaa.comAlbert Garcia, of our staff, was unsuccessful in his attempts to reach you to discuss this matterIf you have any questions, [redacted] remains available to assist you at (210) 531-USAA (8722) or (800) 531-8722, Extension ***Thank you for allowing us to reply to youSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: We do not agree with the decision based on your institutions finding'sWe did not do this to ourselves and when we are vindicated we expect a sincere handwritten apologyMy spouse and I attempted to contact [redacted] from USAA numerous times, but did not get a responseWe are disgusted by what your institution has done to us, as Veterans we deserve better treatmentWe will not be doing business with your institution due to the fact that your institution only cares about its profits and not is looking out in the best interest of the customerAs a business claiming to support Veterans, your institution is really showing its true colors Regards, [redacted]

July 27, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your second submission regarding an electronic payment you scheduled to a closed USAA credit card accountWe responded to your complaint on July 22, 2015, and confirmed that [redacted] , of our staff, spoke with you and advised that we had found the paymentWe appreciate your feedback and the opportunity to review your concerns again; however, we consider this matter closedSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

September 26, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding the two USAA Savings Bank (USB) credit cards that were opened fraudulently, under your name I regret any frustration this caused youThank you for allowing [redacted] , of our USB staff, to speak with your husband regarding this matter I understand she shared her research findings and confirmed that both credit cards were closed on September 16, If you have any other questions, Ms [redacted] remains available to assist you I can assure you that your feedback is improving the way we serve all of our members Thank you for bringing your concerns to our attention Sincerely, [redacted]

March 23, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your mortgage loanThank you for sharing your comments with [redacted] , of our staff, who confirmed that your loan closed on March 17, We regret the inconvenience and frustration you experienced, and your feedback was shared with the appropriate areasIf you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to youSincerely, [redacted]

September 14, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank and I regret any frustration this matter may have caused you I understand that *** ***, of our staff, was unsuccessful in her attempts to contact you to discuss the findings of her research However, Ms [redacted] review confirms that our position regarding your deposit account remains unchanged, and you remain liable for the balance on your account If you have additional questions or wish to discuss this matter further, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

June 14, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank and I regret any frustration this matter may have caused I understand that [redacted] , of our staff, initially confirmed with you the recurring payment was cancelled but she was unsuccessful in her subsequent attempts to discuss the findings of her additional research Nonetheless, she conducted a thorough review and I hope you find the following information helpful On February 21, 2017, a check for $made payable to [redacted] **debited your deposit account We received a letter dated February 27, 2017, in which you requested to close your account and we complied, closing the account on March 23, An error was identified where the Web Bill Pay was not cancelled when the account was closed allowing three checks to be sent to [redacted] ** Coaching has been provided to those involved to prevent a similar occurrence At this time, no fees have been assessed to you by USAA; however, Ms [redacted] remains available to discuss any fees assessed to you by [redacted] **Additionally, please know that any drafts made before the account closure will not be refunded USAA acts in accordance with our core values of service, loyalty, honesty, and integrity and your allegations of not being able to communicate with USAA were unfoundedPlease know that you can communicate with USAA by calling our toll free telephone number or by utilizing email and Click–to-Chat features on usaa.com We appreciate you allowing us to reply to you Sincerely, [redacted]

November 13, 2015Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding the APR you received on the USAA Preferred Cash Rewards World MasterCard® Our records confirm that you filed an inquiry about this matter with the Consumer Financial Protection Bureau (CFPB) We will respond to you via the CFPB accordingly.Thank you for the opportunity to reply.Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI will attempt to call USAA tomorrow 11/21/I will be closing my accounts Thank you to the person or persons that have helped me with my problems with USAA! Regards, [redacted] ***

March 2, Mrs [redacted] ***Complaint ID #: [redacted] Dear Mrs***: I am responding to your second submission regarding deposits returned from your checking account with the USAA Federal Savings Bank (FSB)FSB deposit accounts are governed by the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com The DAD states, “If FSB has given you credit for an item and it is not paid for any reason, FSB may revoke the credit and charge the amount of the item back to your account, even if this causes your account to be overdrawn.” Ultimately, you conducted the deposit activity in question and utilized the funds prior to the items being returned unpaid The activity has been reviewed on multiple occasions, and the outcome of the investigation remains unchanged We appreciate another opportunity to review your concernsSincerely, [redacted]

October 23, 2015Mr [redacted] ***Complaint ID #: [redacted] Dear Mr***:I am responding to your submission regarding your mortgage application We know that buying a home can be a stressful experience, and it is our goal to work with our members to make the home mortgage loan process simple After working with you about your concerns, we have learned that you will be submitting a new application to purchase a home If you have any further questions, [redacted] , of our staff, remains available to assist you Thank you for allowing us to review this matter and reply to you Sincerely, [redacted] Tell us why here

February 14, Sergeant [redacted] USAFR Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding your VA mortgage loan applications and interest rate I regret any inconvenience this matter has caused you Thank you for speaking with [redacted] , of our staff, who researched your applications and could not verify that your processor advised you your rate would be honored if you reappliedUnfortunately, we are unable to honor the rate as there were no emails or calls available to support this claimI understand this is not the outcome you were seeking; nonetheless, we are confident the correct decision has been made If you have any additional questions, Mr [redacted] remains available to assist you We appreciate the opportunity to reply to you Sincerely, [redacted]

December 29, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs***: I am responding to your third submission regarding accounts that were opened in your name with the USAA Federal Savings Bank (FSB) Please see the attached responseThank you for allowing us to reply to you Sincerely, [redacted]

November 14, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB) We regret any frustration or inconvenience you may have experienced [redacted] ***, of our staff, was unsuccessful in reaching you to discuss your concerns Nonetheless, Ms [redacted] thoroughly reviewed your account and confirmed that you were given accurate information regarding the removal of pending authorizations Pending authorizations are typically active for up to hours prior to expiration, but may exceed this timeframe in some instances Ms [redacted] determined that PayPal HSN used the same approval codes to process both the posted transactions tot***ng $and the partial reversals tot***ng $12.23, resulting in duplicate chargesThe pending authorizations expired during overnight processing on November 6, If you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted]

September 25, [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your USAA credit card disputeI understand you spoke with [redacted] , of our staff, who confirmed that after thorough review the dispute decision remains unchangedAs explained in our notice dated August 13, 2015, the USAA Federal Savings Bank has no recovery rights for the money transfer service you usedIt is important to note that the USAA Credit Card Agreement, which was provided when your credit card account was established and is available for your review on usaa.com, indicates that we do not have dispute rights on purchases made with cash advances from an ATM or with a check that accesses your credit card accountMrs [redacted] , while we recognize this is not the outcome you were seeking, we do thank you for allowing us to research your situation and respond to youShould you have any further questions or need additional assistance, Ms [redacted] remains availableSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Complaint: [redacted] I am rejecting this response because:On April 15th, I received the attached email for USAA confirming that I was approved for the loan for any amount up to $22,at an interest rate of 4.84%I did borrow an amount less than $22,500, but the rate was changed after the confirmation I had spoken on the phone to several USAA employees on the phone, one of which actually confirmed the value of the car I intended to purchase was $14,USAA and it's representatives were clearly aware of the amount I intended to borrowI spoke with at least separate individuals about my loan and the specific amountNone of them advised me that my interest rate would be essentially doubled from the confirmed rate I was sent in the email During the conversation when the loan was closed, the USAA representative glossed over the rate doubling and distracted me with other aspects of the closing detailsI was deceived and defrauded through a bait-and-switch con game Regards, [redacted] ***

October 4, Ms [redacted] ***Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your USAA Savings Bank credit cardOur records confirm that you filed an inquiry with the Consumer Financial Protection Bureau We will respond to the CFPB accordinglyThank you for the opportunity to replySincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Complaint: 12655412I 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, [redacted] ***

[redacted] I am responding to your submission regarding your request to remove your daughter’s personal information from our recordsOur systems are designed to retain this information, both for business and anti-fraud purposes As a result, we will retain the USAA number assigned to your daughter and restrict all future marketingPlease be assured that we will continue to protect any remaining personal information in our records as described in the USAA Privacy Promise by using secure measures in compliance with federal lawWe appreciate you allowing us to reply to youSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I understand the DAD policy but in the voice messages [redacted] left he stated that he wanted to go over the policy to keep funds for to days not resolve this issueUSAA kept the funds for daysI was told because I did not use this bank regularly they have the right to do soI have other credit unions in which I use and I have placed large amounts in this bank two other times and they never held funds that longI called back to make an attempt to get resolution after [redacted] called and was sent to the "Resolution" department when I asked for a managerThey reviewed it and said they see no reason to change itI have never bounced a check, I have paid all my cards off monthly and have never given them a reason to hold my fundsIt is "just because I don't use this account" is the only reason why they did thisTo just go over their policy is not a resolution to meThe "resolution" department said it the best, "I do not use this account often" so they do have the right to hold my fundsI was also told I was welcomed to take my business elsewhereThat is pretty much what I intend to doSomeone should never be subjected to mistreatment because they don't use their product on a regular basis Regards, [redacted]