Robert W. Carpenter, Esq.

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,
*** ***

*** ** ***
*** *** ***
*** ** ** ***
*** *** ***
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,
*** ***

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,
*** ** ***

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, *** ***

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, *** ***

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,
*** ***

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.
***
*** ***

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,
*** ***

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,
*** ** ***

April 25,
Ms*** ** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your deposit account
Our records confirm that you filed an inquiry with the Office of the Comptroller of the Currency (OCC)We will respond to the OCC
accordingly
Thank you for the opportunity to reply
Sincerely,
*** ***

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,
*** ***

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, *** ** ***

Complaint: ***
I am rejecting this response because: It doesn't solve anything
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I was given a fake and rushed apology. I do not feel I was treated fairly.
Regards,
*** ***

Revdex.com:
I did receive a call and voice message from Mr *** on Wednesday, January I returned the call on Wednesday, January and left a voice messageI attempted to reach Mr *** again on Thursday, January but was unable to connect with him.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

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,
*** ***

February 20, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding mortgage loan rates Thank you for speaking with *** ***, of our staff, who explained that advertised rates are specific to certain types of
loans, and the rate you referenced was applicable to a conventional purchase loan for a primary residence and required a buy down with discount pointsI hope that your conversation with Mr*** addressed your questions and reassured you that your satisfaction is important to us. If you have additional questions, Mr*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: it is not a valid dispute
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,
*** ***