Robert W. Carpenter, Esq.

November 22, 2016 Mr*** ***Complaint ID #: *** Dear Mr***: I am responding to your submission regarding the warranty on goods purchased with your USAA Savings Bank (USB) MasterCard. I regret any frustration this has caused you. *** ***, of our staff, was unsuccessful in her attempts to contact you; nonetheless, she conducted a thorough review of your account. She confirmed that the claim was declined due to the product not being new, and the warranty coverage was expired. I understand that Ms*** sent you a member message through usaa.com, with more information. If you have any other questions, Ms*** remains available to assist you We appreciate the opportunity to reply to you. Sincerely, *** ***

October 6, Mrs*** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your attempts to establish a checking account with the USAA Federal Savings Bank (FSB)We apologize for any frustration you experienced as we strive to provide quality service and to handle issues in a timely mannerThank you for speaking with *** *** and *** ***, of our staff, about this matterI understand that Mr*** thoroughly reviewed your situation and removed the restriction on your account and that Mr*** assisted you with establishing an individual checking accountShould Airman *** *** wish to add you as a secondary account holder, he may do so on usaa.com or by contacting the FSB at *** *** *** ** *** *** We appreciate you allowing us to research your concerns and respond to youSincerely, *** ***

March 1, 2018 Mrs*** ** ***Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding deposits returned from your checking account with the USAA Federal Savings Bank (FSB). We initiated an investigation into the account activity in keeping
with the 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.” Our investigation concluded that you participated in a scam and that you authorized and are responsible for the account activity. While we empathize with your situation, we thoroughly reviewed your accounts and confirmed that the FSB acted in accordance with the DAD and that the decision to hold you liable for the account activity is appropriate. I understand you spoke with *** ***, of our staff, about this matter. If you have any other questions, Ms*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ** ***

Complaint: ***
I am rejecting this response because: USAA failed to respond to my specific requests Sure they reimbursed NSF fees; they should they caused them In addition because of their failure to prevent a foreign company from getting our funds there are an additional NSF fees on our account nowThe American companies that did not get their regular payments continued to retry and USAA continued to "soak" us an additional $NSF fee each time USAA funded a foreign company more than we had in our account and overdrafts and yet failed to honor American companies who wanted their regular paymentsThis "UNAUTHORIZED" withdraw caused our family finances to suddenly be frozenNone of our bills could get paid due to USAA blatant disregard to banking standards Here is the simple desired settlement we previously requestedThat USAA hold their foreign transactions to the same as American transactionsIf the funds are available set them as PENDING until the purchase can be proven as authorizedPersonally I want reimbursed for all (ALL added) fees charged to my USAA accountI want all fees charged by other companies for insufficient funds to be paid by USAAI want my emergency loan I had to establish to buy food and medicine to be paid by USAA due to the stress and discomfort they put me and my family throughI want a written apology from Senior Management (that way they will know of this issue)I want a letter to my creditors to explain how I had the funds to pay my bills to them however "USAA's Computer" authorized an unauthorized payment to foreign companies for more than I had in my total accountsThis unwarranted AUTHORIZATION created a financial deficit and did not permit proper payments to these American companies. Totally disappointed and disrepected;
*** *** *** *** *** *** *** *** *** *** *** ***

September 11, *** *** ** ***
*** ** ** *** Dear Mrs***: I am responding to your submission regarding your credit card account with the USAA Federal Savings BankI apologize for any frustration or inconvenience you experienced as a result of your credit card not being
accurately reported on your credit reportsOur records confirm that there was a system issue when you were changed from an authorized user to a joint account holder which prevented the update to your credit reportsAs a result, the credit card account did not reflect on your credit reports from June to August On August 27, 2015, we submitted a request to have your credit reports updated to show you as a joint account holder with a zero balance on the credit card accountPlease know the credit reporting agencies can take up to days to correct the information on your reportsIf you have any additional questions, *** ***, of our staff, is available to assist you and can be reached at *** *** *** ** *** *** *** *** Thank 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 9, *** *** ** *** ***
*** ** ** *** Dear *** ***: I am responding to your submission regarding the interest rate on your USAA automobile loan*** ***, of our USAA Federal Savings Bank (FSB) staff, has thoroughly reviewed your
situationOur records do not reflect that you were misinformed about your eligibility for Servicemembers Civil Relief Act (SCRA) benefitsOn August 29, 2015, you inquired about applying the USAA Permanent Change of Station (PCS) benefit on your consumer automobile loanThe FSB responded on August 30, 2015, and informed you that the USAA PCS benefit only applies to USAA credit card productsUSAA consumer loans are not included in the USAA PCS military benefit programThe FSB further explained that SCRA benefits protect active duty servicemembers, including Reservists and National Guard, who are called to active dutyIn addition to several other protections, SCRA prescribes a reduced APR of 6% on pre-existing debtSince you provided PCS orders and there was no indication you were recently called to active duty, we processed the USAA PCS benefit on August 6, Under the USAA PCS benefit, you were eligible for the 4% APR reduction, including reimbursements on foreign transaction fees, on your USAA credit card until August 15, If you have been recently called to active duty, please provide active duty orders and we will be glad to review your information and determine eligibility for your automobile loanThe FSB acts in accordance with federal regulations and our core values of service, loyalty, honesty, and integrity, and we respectfully decline your request to provide a lower interest rate on your automobile loanShould you have additional questions, Ms*** is available to assist you and can be reached at *** *** *** ** *** *** *** ***Thank you for allowing us to research your concerns and respond to youSincerely, *** *** 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

January 8,
Mr*** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your credit card and auto loan refinance with the USAA Federal Savings Bank
We strive to provide quality service to our entire membership, and I regret if
this was not your experience. Thank you for speaking with *** *** and *** ***, of our staff, about your concerns. I understand Ms*** advised that, as a courtesy, the cash advance would be honored at the 0% promotional offer. Ms*** confirmed that the situation involving your auto loan refinance was resolved. Should you have any additional questions, Ms*** and Ms*** remain available to assist you
We appreciate the opportunity to reply to you.
Sincerely,
*** ***
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC. Other bank products are issued and serviced by USAA Federal Savings Bank

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***3, and find that this resolution is satisfactory to me
Regards,
*** ***

July 14, Mrs*** ** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding you and your spouse’s auto loans and I regret any frustration this matter may have caused you I understand you spoke with *** ***, of our
staff, who discussed your concernsAs Mr*** explained, the electronic fund request and the purchase agreement we received from the dealership requested the loan amount of $25,000. Subsequently, the check was sent to the dealership and cashed; therefore, we are unable to change the amount that was funded. In regards to your auto loan for your Jeep Wrangler, our records indicate that the loan has been paid in full. Should you have additional questions, Mr*** remains available to assist you We appreciate the opportunity to reply. Sincerely, *** ***

July 15, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding the closing of your checking account with the USAA Federal Savings BankWe regret any frustration or inconvenience you experiencedOur records reflect that we
attempted to close the account in question on several occasionsHowever, each time the account was systematically reopened due to a pending ACH withdrawal and a pending ATM rebateOn July 6, 2016, the account was successfully closedIt is important note that the NSF fees assessed as a result of the reopening have been reversedIn addition, the second checking account is currently in an overdrawn status and will remain that way for days, at which time it will be charged off if no further action is takenMs*** ***, of our staff, has been unsuccessful in her attempts to reach you by telephoneIf you have any questions, Ms*** remains available to assist youWe appreciate you allowing us to reply to youSincerely, *** ** ***

June 14,
Mr*** *** Complaint ID #: ***
Dear Mr***
I am responding to your submission regarding your loan payment
*** ***, of our staff, determined that although the refund was sent via ACH to your external bank account on May 24, 2017, it was deniedTherefore, on June 1, 2017, the refund was sent via check to your address on fileIf you have additional questions, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

September 21, *** *** ***
*** ** ** *** Dear Ms***: I am responding to your submission regarding your credit card accountIn choosing USAA, you have expressed confidence in our ability to protect your personal information, and we take this responsibility very seriously
The information we have on file was provided to us when your membership was established with USAAAt one point during your tenure with USAA, you were associated with the two individuals mentioned in your correspondenceIn order to protect your privacy and ensure the security of our members’ accounts, our representatives are required to ask verification questions when members contact usThe information requested through security questions is dependent upon the type of business you wish to conduct over the telephoneA thorough review of your account was completed and there is no record of a request to close the accountThe account remains open and the balance on the credit card stems from finance charges associated with the initial balance transfers that posted to the credit card in *** As a courtesy, we have waived the remaining interest charges on the accountIf you want to close your account or if you have any questions, *** ***, of our staff, is available to assist you and can be reached at *** *** *** ** *** *** *** ***Thank 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 6, 2016 Mrs*** ***Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding the fraud charge on your USAA Federal Savings Bank debit card. I regret any frustration and inconvenience this has caused *** ***, of our
staff, was unsuccessful in her attempts to reach you; however, upon review she confirmed that you spoke to a representative who assured you the $credit issued on July 11, 2016, is permanent and will not be debited from your account. Additionally, coaching was provided to those involved to ensure other members do not have a similar experience. If you have any other questions, Ms*** remains available to assist you. We appreciate you allowing us to reply to you Sincerely, *** ***

March 7, Mrs*** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding the joint checking account you and *** *** established with the USAA Federal Savings Bank (FSB)We strive to provide quality service, and I apologize for the difficulty
you encounteredYour situation was shared with the appropriate areas based on your feedbackThe FSB handles all deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided when an account is opened and is available on usaa.comThe DAD indicates “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, the joint account was placed in a credits-only statusAfter a thorough review was conducted, the restrictions placed on the account were removedIt is important to note that the FSB follows all banking regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity, and we reject your allegations of improprietyWe want to make doing business with USAA as simple as possible, and we may be contacted through your channel of choice, such as by email message, mail or faxUnfortunately, *** ***, of our staff, was unable to reach you by telephone to address your concernsHowever, she remains available to assist you and can be reached at (*** *** *** ** *** *** *** ***, should you have further questionsWe appreciate you allowing us to reply to youSincerely, *** ***

October 1, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your second submission regarding your checking account with the USAA Federal Savings Bank (FSB)We responded to your complaint on September 17, 2015, and I regret any frustration you may have experienced as we strive to provide quality service to our entire membershipWhile we recognize that you disagree, we feel confident that the correct decision has been madeIn addition, we conduct business in keeping with USAA’s core values of service, loyalty, honesty, and integrityWe appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely,
*** ** ***

February 13, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your USAA Federal Savings Bank checking 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, *** ***

March 19,
Ms*** ** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding the freeze placed on your accounts with USAA Federal Savings Bank (FSB)I regret any inconvenience you may have experienced
I hope you found your
conversation with *** ***, of our staff, responsive to your concernsAs she explained the restrictions on the account were removed and full access has been reinstated
Thank you for the opportunity to respond
Sincerely,
*** ** ***

Complaint: ***
I am rejecting this response because: I return *** ***'s call and left a message on her voicemailShe has yet to return my call
Regards,
*** ***

November 11, Mr*** ** Complaint ID #: *** Dear Mr**: I am responding to your submission regarding a chargeback for a purchase made with a USAA Savings Bank credit card in your store Thank you for speaking with *** *** of our staff, who advised
you that we have very little information to research your request. She explained that additional time was needed and requested that you send copies of your documentation, including the receipt and chargeback documents, so that a proper review could be completed. Ms*** received your documents on November 11, and you informed her that you would be sending in additional documentation for review. If you have any additional questions, our staff remains available to assist you We appreciate the opportunity to reply to you. Sincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

August 18, Mrs*** ** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank*** ***, of our staff, was unsuccessful in her attempts to reach you by telephone to discuss your concerns
Nonetheless, Ms*** completed a thorough review of the account activity and confirmed that the original decision was appropriate, and you remain responsible for the negative balance in the accountAs a result, to the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has caused USAA to suffer a financial lossWhen this basic principle is compromised, we believe it is in the best interest of the association to discontinue the business relationshipMrs***, if you wish to discuss the matter, Ms*** remains available to assist youShe can be reached at *** *** *** *** ** *** *** *** *** *** Thank you for allowing us to reply to youSincerely, *** ***