Robert W. Carpenter, Esq.

Complaint: ***
I am rejecting this response because the placement of blame on us was stated to be due to the fact that my son's online credentials were compromised, (first his debit card, and then his online access.) I don't understand how we are to blame when we changed the credentials in an attempt to modify what may have already been compromised We did not realize until after making this change that my son's laptop needed to be cleaned of any viruses, as it was apparently the reason behind the identity theft.I am still concerned with the fact that the funds from the initial deposit were not immediately frozen or moved back to the account owner in which the funds originally cameWe told USAA in December that the deposit was fraudulent It took days for this to be addressed If this had been immediately, there would not have been any funds available for the thieves to continue to seek to get.I am not sure I will accept any decision other than one that relieves me and my son from the obligation of paying out our monies to replace funds that thieves stole from your bank We are not thieves, and I resent us being treated as such
Regards,
*** ***

April 3,
Staff Sergeant *** ***, USA (Ret.)
Complaint ID #: ***
Dear Sergeant ***:
I am responding to your second submission regarding your auto loan with the USAA Federal Savings Bank
We responded to your complaint on March 23, I understand you have since spoken with *** ***s and *** *** of our staff, about your loanShould you have any other questions, Mr*** and Ms*** remain available to assist you
We appreciate you giving us another opportunity to reply
Sincerely,
*** ***

Mr*** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your automobile and valuable personal property (VPP) insurance policies
Our records confirm that we mailed you a nonpayment cancellation notice dated January 19, 2015, informing
you that a payment was required by February 7, 2015. Because the required payment was not received by the due date, your automobile and VPP policies were canceled due to nonpayment following multiple requests to collect a past due balance. We completed a thorough review of your file and found no record of you ever requesting to cancel your automobile policy. You remain responsible for the uncollected balance
It is important to know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we reject your allegations wrongdoing.
We appreciate you allowing us to reply to you.
***
*** ***

July 17, *** *** *** ** *** *** ***
*** ** ** *** *** *** *** I am responding to your submission regarding the documentation you submitted to assist an individual with establishing a bank account with the USAA Federal Savings Bank (FSB)I regret the
frustration and inconvenience you experienced as a result of this matterOur records confirm that we received the documents that were submitted, and I assure you this individual was not added to any of your accounts with the FSB*** ***, of our staff, was unsuccessful in his attempts to contact you to discuss your concernsIf you have any questions, please contact Mr*** at *** *** *** ** *** *** *** *** Thank you for allowing us to reply to youSincerely, *** ***

*** ** ***
*** *** ***
*** ** ** ***
*** *** ***
I am responding to your submission regarding your USAA Secure Checking account. I regret the frustration you experienced, and feedback about your situation has been shared with the appropriate areas
Thank you
for speaking with *** ***, of our staff, who confirmed a credit for $was issued to your account. If you have additional questions, Ms*** remains available to assist you
We appreciate you allowing us to reply to you.
Sincerely,
*** ***

November 3,
Mr*** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your request for a refund of $from the USAA Federal Savings Bank (FSB)
A review of our records shows that we completed a Right to Offset for
$for a previous balance owed on your USAA Checking account ending in An online account statement dated September 14, 2017, reflected this actionOn September 19, 2017, an email was sent to you explaining our actionAdditionally, when *** ***, of our Staff, spoke with you on September 27, 2017, she reiterated our position, and you acknowledged that you owed money to USAAThe Depository Agreement and Disclosures governing your account states that the FSB may, without prior notice or demand, apply or setoff the funds in your account at any time to pay any debt that you have with the FSB, and/or any fees or service charges owed to FSB
Our decisions are made with careful consideration, and I hope the information we have outlined clarifies the reasons for our actionsIt is important to know that the FSB adheres to all applicable banking regulations and to USAA’s core values of service, loyalty, honesty, and integrity, and your allegations of wrongdoing are unfounded
While we recognize that you disagree, we are confident that the correct decision has been made, and we consider this matter closed
Sincerely,
*** ***

May 22, *** *** *** ***, USA Complaint ID #: Dear *** ***: I am responding to your second submission regarding your checking account with the USAA Federal Savings Bank (FSB)We responded to your complaint on May 15, 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 positionWe appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, *** ***

Complaint: ***
I am rejecting this response because:improper investigation was not done The criminal organization used Casey's acct deposits several checks then withdraw the funds setting a negative balance to the year old's youth acct the investigation should had revealed to identity of the person who deposited the checks and who withdrew the funds from simply looking at the ATM camera systems But seems the easy investigation is to pin the fault on the year old Casey did not withdrew any monies or deposit any checks to his acct second, Casey lost his debit card around the timeframe of the criminal activity, as soon as he found out it was missing, notified his parent, in turn notified *** which closed his acct....but after the criminal activities were already done.As the sponsors of the acct, *** never notified MAJ *** or Lissa *** of the conclusion of the investagation, thus took the full paycheck from the parents, without notification Leaving the family without food and life support for two weeks Then instead of notifying the parents of additional debt, which we wanted to pay, simply charged off the debt to credit agency in return gave us bad credit.I would ask an investigation to all voice recordings of dealings between the fraud department and MAJ *** and Lissa; pull all Video from ATMs in Fayetteville NC *** facilities to find the criminals involved.BL: A multi-billion dollar company should not pin a $fraud incident to a year old boy and their parents, if so determined, then notify the parents the results and workout a payment plan Do not email year old boy that is in school daily to tell him *** is taking their parents paychecks and their life support This is the frustrating action that is not conducive to the military environment, thus I am on a mission to prevent military from the business.standing by for reply....MAJ ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I received a call two days ago and all the rep stated was the exact same thing the previous rep statedI mentioned that the system needs updating and again they should honor what two different supervisors statedI again say this is horrible business practice and will continue to tell everyone how they treat peopleDo not contact me again unless you are going to honor your words.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I do not see where USAA has made changes to their system to provide better notice to their customers that a transfer or transaction has been made when transferring to a account, nor do I see where they have updated their notification policies informing the consumer that they are being transferred to a 3rd party for the supposed USAA program
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The internet says "To qualify for the lowest rates or terms greater than months, you must have excellent credit." That is taken directly from your webpageWe have excellent creditUSAA is arbitrarily redefining what is "excellent credit." When calling in to the number at USAA and being placed on hold the message says the same thing"To qualify for the lowest rates or terms greater than months, you must have excellent credit." It is unconscionable to think that people with almost an credit score are being offered almost 5% higher than what is advertisedYou should be ashamed of yourselvesWe are already in the process of closing our accounts and I will NEVER do business with USAA again if you refuse to stand by what you advertiseI will also make it my personal goal to ensure as many people as possible avoid using USAAHONOR WHAT YOU ADVERTISE!
Regards,
*** ***

Complaint: ***
I am rejecting this response because: THIS GUY DID NOTHING AT ALLHe also tried to claim I only talked to one person vs people.Also REFUSED to understand why anyone in the world would be upset after 1/ hours and talking to people and no further ahead than the first minute and the first callWith this guy made a total of peopleThe ads on TV are completely and smoke and mirrors .They actually do not appreciate customers or militaryI pay 1,per year on home insurance I pay x month = per year and over month = per year or 13,overallI could not get the #s I needed at all I could not get the new vehicle insured which should have been so easy and basic I was considering transferring the 40,loan to them and of course they don't want any of this I guessPlus I don't have my other car no longer and after and now people no one has taken care of that as wellAfter zero help I found the company purely on my own and finally found the # to call and they said they could not cancel my warranty with out USAA contacts them after I pay off the loanSo I guess if I want to cancel a warranty I guess they have that I have to be held a prisonerThen this guy told me that the Extended warranty company was wrong and they have to contact them so who do you believe the company that plays games for 1/ hours and wants to blame their customer or the warranty company which was able to answer all question I had in under minutes vs hoursI hope more people find out about the business practices of this companyThey are HORRIBLE?
Regards,
*** ***

October 15, 2015 Mr*** ***Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your debit card disputes. Unfortunately, *** ***, of our staff, was unable to reach you to discuss her research findingsOur records
reflect that we notified you in writing on October 12, 2015, stating our position. Should you have any further questions, Ms. *** remains available to assist you and can be reached at *** *** *** or *** *** *** ***. Thank you for allowing us to reply to you. Sincerely, *** ** ***

December 27,
Ms*** ** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB), and I regret any inconvenience this matter may have caused you
I am pleased to learn that you spoke
with *** ***-***, of our FSB staff, who explained to you the events that transpired with your accountAs she informed you, we have provided you a courtesy credit of $into your accountShould you have additional questions, Ms***-*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

June 19, *** *** *** *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your third submission regarding an automobile loan with the USAA Federal Savings BankWe have responded to your complaint several times and thoroughly reviewed the matterWhile we recognize that you continue to disagree, we feel confident that the correct decision has been madeNo new information has been presented that would warrant a change in our position, and we respectfully decline to supply you with proprietary informationPlease consider this our final reply to this matterSincerely, *** ***

November 15,
Ms*** ** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding overdraft protection for your deposit accounts with the USAA Federal Savings Bank
A protected deposit account cannot protect another accountAs your SSD and
Spending accounts are being protected by your Bills account, the SSD and Spending accounts cannot, in turn, protect another accountHowever, a new deposit account can be set up to protect your Bills accountAs no error was found, we must respectfully decline your request for compensation
Unfortunately, *** *** of our staff, was unable to reach you by phone to address your concernsIf you have additional questions, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

March 6,
Ms*** B***
Complaint ID #: ***
Dear Ms***:
I am responding to your third submission regarding your deposit accounts with the USAA Federal Savings Bank
We responded to your complaint on February 16, 2017, and March 1, We have validated that you and your son, Specialist Christian ***, remain liable for the account activity and negative account balance
We appreciate the opportunity to review your concerns again; however we consider this matter closed
Sincerely,
*** ** ***

October 16, *** *** *** *** ** ***, USA Complaint ID #: *** Dear *** ***s: I am responding to your submission about the handling of a hold on your deposit account with the USAA Federal Savings BankI regret any frustration you have experiencedThank you for
speaking with *** ***, of our staff, who explained our hold process and released the hold prior to the expiration date as a courtesyTo avoid holds in the future, you may consider depositing funds using direct deposit or a wire transferShould you have any further questions, Mr*** remains available to assist youWe appreciate the opportunity to reply to youSincerely, *** ***

Complaint: ***
I am rejecting this response because: This complaint was filed first and acceptable resolution to this complaint would resolve all issues and complaints in full.
Regards,
*** ***-***

July 31, *** *** ** ***
*** ** ** *** Dear Mrs***-***: I am responding to your submission regarding your bank accounts with the USAA Federal Savings Bank (FSB)Our records confirm that you filed an inquiry with the Office of the Comptroller of the Currency
(OCC)We will respond to the OCC accordinglyThank you for the opportunity to replySincerely, *** ***