Robert W. Carpenter, Esq.

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, *** ***

November 18, 2015Mr*** ***Complaint ID #: ***Dear *r***:This is in response to your submission. We strive to provide quality service to our entire *embership. After working with you regarding your concerns, we understand this *atter has been resolved to
your satisfaction. Thank you for allowing us to reply to you. Sincerely,*** ***USAA *eans United Services Automobile Association and its affiliatesAccounts are introduced and brokerage services provided by USAA Financial Advisors, Inc(FAI) and USAA Investment *anagement Company (IMCO), both registered broker-dealers, *embers SIPCClearing, custody and other services provided by National Financial Services LLC (NFS), *ember NYSE, SIPC

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, *** ***

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,
*** ***

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,
*** ***

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,
*** ***

September 22,
*** *** ** ***
*** ** ** *** Dear Ms***: I am responding to your submission regarding your checking accountOur records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will respond to the CFPB accordinglyThank
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, *** ***

July 28,
*** ***
Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding a deposit account with the USAA Federal Savings Bank (FSB)
Our records show that a USAA Secure Checking Account ending in *** listed you and *** *** as joint accountholdersOn May 19, and June 5, 2016, duplicate deposits were made to that account from an external bank and through Deposit@Mobile, respectivelyWe reversed the deposits which resulted in an overdraft balance and feesOn July 1, 2016, in accordance with the Depository Agreement Disclosure that is provided to all accountholders on new accounts and through usaa.com, a Right to Offset for the outstanding balance was processed and your online access was restrictedOn July 13, 2016, a notice was sent to the mailing address on file, informing you of the charged-off accountWe recovered the outstanding balance from the *** accountTherefore, no monies are owed to you
Lastly, in order to remove Mr*** from an account a request from him or an amended signature card from both accountholders is requiredThe FSB has received neither request
We appreciate you allowing us to reply to youIf you have questions, *** ***, of our staff, remains available to speak with you and she can be reached at *** ***, Extension ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: While I am recognizing your decision, I feel confident that your decision Is inaccurate and based on assumption and no facts what so ever. No new information has been presented that would warrant to change my position, if I didn't receive the fees in questionI will have no choice but to take this matter to the Small claim court based on unauthorized charges especially when you advertise zero liability for unauthorized charges
Regards,
*** ***

January 30, 2018 Ms*** ** ***Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB). Our records show that you contacted the FSB in November to dispute a $
charge from ***. A provisional credit of $was issued to your account, and an email was sent to you requesting additional documentation by December 29, 2017. The FSB noted that *** issued a $refund to your account in October 2017; as such, the FSB made a business decision to credit the difference of $on December 22, 2017. The FSB did not receive the requested documentation by the date specified, and an email was sent to inform you that the provisional credit would be reversedOn January 2, 2018, the FSB reversed the credit from your account as an “ATM ADJUSTMENT DEBIT.” FSB deposit accounts are governed by the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available for review at usaa.com. Regarding funds availability, the DAD states, “FSB will hold the funds for up to seven business days from the date of deposit. In some instances, funds may be available sooner than seven business days based on such factors as credit worthiness, the length and extent of your relationship with FSB and its affiliates, transaction and experience history, and such other factors as FSB, in its sole discretion, deems relevant.” *** ***, of our staff, was unsuccessful in reaching you to discuss your concerns. If you have additional questions, Ms*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ** ***

*** ** *** *** ** ***
*** *** *** ** *** ***
*** ** ** ***
*** *** *** I am responding to your submission regarding the handling or your mortgage loan refinance request through the USAA Federal Savings Bank (FSB)I understand Senior
Member Relations Advisor *** *** spoke with you in detail about your concernsAs he explained, the option to dispute the appraisal conducted on your property is not availableIn addition, Fair Lending guidelines require equal treatment for all borrowers; therefore, we must respectfully decline your request to pay your closing costs*** ***, we realize this is not the outcome you were seeking but hope you understand our positionThank you for the opportunity to review this matter and respond to youSincerely, *** ** ***

*** ** ***
*** *** ***
*** ** ** *** Dear Mr***: I am responding to your submission regarding the payment of medical bills related to your September automobile accidentOur records show that we informed you of the independent medical examination appointment by
letter dated December 21, 2015, and a telephone message on January 6, Since you missed the first examination, we rescheduled it and informed you of the new date in a letter dated January 8, We have reviewed your request for payment of your medical expenses incurred after February 1, However, no new information was discovered to warrant a change in our coverage decision, which is detailed in our February 2, 2016, letter to youPlease know that we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policyShould you have additional questions, *** ***, of our staff, remains available to discuss our coverage decision with youThe September 14, 2015, bill for $is currently being reviewed, and supplementary information may be requiredAs your auto adjuster, *** ***, has advised you, we first received a copy of this bill when you provided it on March 22, Thank you for allowing us to research this matter and to reply to youSincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I phone numbers on my account and they did not try to call me as statedEach time I called in, I ga e them my cell phone as the best number to reach meI have calls from USAA! I find this absurd that it takes over a month to rectify this and then they say they tried to call me Even if that was the case, why couldn't they fix it when I repeatedly called in about thisLiars!
Regards,
*** ***

April 13,
Mr*** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your check deposit via ATM
Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We responded to the CFPB on April 13,
Thank you for the opportunity to reply
Sincerely,
*** ***

February 16,
Ms*** ** ***
Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB). We strive to provide quality service to our entire membership, and I regret
any frustration or inconvenience you may have experienced
Thank you for speaking with *** ***, of our FSB staff, who thoroughly reviewed your joint account and reiterated that as a result of our investigation, you and your son, Specialist Christian ***, remain liable for the account activity and negative account balance. While we realize this is not the outcome you were seeking, we hope the information provided clarifies the reasons for our actions
We appreciate you allowing us to reply to you.
Sincerely,
*** ** ***

Complaint: ***
I am rejecting this response because:When I called USAA to close this account, so no one else can use this account to cash fake checks, the agent could clearly see that their was suspicious activity and advised me to file another claim/complaintI don't understand how the agent can see that it wasn't us but the fraud department can't see thatAt this point it is not about the money since USAA already took the money out of my accountI want to know what is USAA doing to protect their customers from this happening again
Regards,
*** ***

March 23,
Mr*** *** Complaint ID #: ***
Dear Mr***
I am responding to your submission regarding your automobile claim
Thank you for speaking with *** ***, of our staff, who thoroughly reviewed the matter and addressed your concernsAs she explained,
the Bank is handling the total loss protection plan and they will contact you accordingly
We appreciate the opportunity to reply
Sincerely,
*** ** ***

September 8, 2015 *** *** ***
*** ** ** *** Dear Ms***: I am responding to your submission regarding the joint checking account with the USAA Federal Savings Bank (FSB). I regret any frustration or inconvenience you experienced while attempting to close
the joint checking account ending in ***. Thank you for speaking with *** ***, of our staff, who identified opportunities in the handling of your request, and I can assure you coaching has been provided to those involved to ensure other members do not have a similar experience. As Ms*** advised, the joint checking account is closed, and as a courtesy, a credit has been applied to your individual checking account in the amount of $ Please know that the FSB acts in accordance with all applicable laws and regulations as well as with our core values of service, loyalty, honesty, and integrity. Should you have any additional questions, Ms*** remains available to assist you. Thank you for allowing us for the opportunity to reply to you. Sincerely, *** ***