Robert W. Carpenter, Esq.

November 3,
Lieutenant Commander *** ** ***, USCG
Complaint ID #: ***
Dear Commander ***:
I am responding to your submission regarding duplicate deposited funds
Thank you for speaking with *** *** of our staff, who addressed your concernsIf 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: Discover loans has proof of sending the finds to USAA, and saying they indeed received the electronic depositPlease investigate Discver loans, *** ***-*** , my account# ***, and have them do an audit of their bank toverify that the money was indeed withdrawn from their bankSomeone has this money! This is insane, that of my money is lostSomeone has it and it has to be discover if mo USAA
Regards,
*** ***

February 23,
Mr*** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your online access
We restricted your website access due to suspicious activity that occurred on February 2, Thank you for speaking with *** ***, of our staff,
who confirmed with you that the activity on your account was unauthorizedI understand you declined MsPhillips’ offer to enable enhanced authentication and that you requested your website access remain restrictedIf you have additional questions on this matter, Ms*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

April 24, Mrs*** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your son, *** *** transfers from his USAA Federal Savings Bank (FSB) savings account to his FSB checking account. I regret any
frustration this situation may have caused According to the USAA Service Fee Schedule, the FSB allows six free withdrawals from a savings account per cycle, and additional withdrawals are assessed a $fee per transaction. According to the Depository Agreement and Disclosures that was provided at inception of the account, “FSB monitors the number of savings account and money market deposit account transactions. If you exceed the transaction limits on more than an occasional basis, FSB may refuse to honor the additional transactions, revoke your privileges on that account, close the account without prior notice, convert your account to another type of account, and/or impose a fee for exceeding the limits.” Thank you for speaking with *** ***, of our FSB staff, who resolved this matter for Mr***. Mr*** remains available to assist with the account We appreciate you allowing us to reply to you. Sincerely, *** ***

August 28, Technical Sergeant *** ***, ANG Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding nonsufficient funds (NSF) fees assessed to your USAA Federal Savings Bank (FSB) checking account ending in *** Thank you for
speaking with *** ***, of our FSB staff, who confirmed that you established overdraft protection on checking account *** in March from your savings account ending in ***. Savings account *** was automatically closed in October after maintaining a zero balance for days. MsRobles verified that overdraft protection was never updated for checking account *** following the closure of savings account ***. Therefore, the NSF fees assessed were appropriate as there were insufficient funds in checking account *** to pay the transactions presented. Please note that NSF fees are assessed to your account on the next business day after a transaction is returned unpaid to the merchantIf you have additional questions regarding your deposit accounts or overdraft protection, MsRobles remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ** ***

Complaint: ***
I am rejecting this response because: I am rejecting this response because: The representative contacted me on Friday, December 2nd and asked me for information about the reason for the complaintShe then told me she would work on it and call me back during the next week which was the 3rd through the 7th and I still have not received any communication back from her regarding my complaint or what will be done to resolve it
Regards,
*** ***

November 18, 2015Mrs*** ***Complaint ID #: ***Dear Mrs***:I am responding to your submission regarding the deposit hold on your checking account with the USAA Federal Savings Bank (FSB). Our employees are expected to be helpful and responsive to our members’ concerns, and I
regret that this was not your experience.The hold was placed in line with the FSB’s Depository Agreement and Disclosures, which is provided to account holders and is available on usaa.com, which states the FSB will hold 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 creditworthiness, 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 The FSB applies the hold policy uniformly to all members and acts in accordance with all regulations as well as our core values of service, loyalty, honesty, and integrity.*** ***, of our staff, was unsuccessful in her attempts to contact you to discuss your account. She confirmed that the hold on the funds has since been removed. Should you have any additional questions, Ms*** remains available and can be reached at *** *** *** ** *** *** *** ***Thank you for allowing us to reply to you. Sincerely,*** ***

June 8,
Major *** ** ***, USA
Complaint ID #: ***
Dear Major ***:
I am responding to your submission regarding your son’s account with the *** Federal Savings Bank (FSB)
*** ***, of our staff, thoroughly reviewed the accounts involved and confirmed that the
withdrawal to satisfy the overdrawn balance was appropriate and the actions taken were in accordance with the Depository Agreement and Disclosures (DAD)According to the DAD, which is provided to all account holders and is available on ***.com, “You agree that FSB may, without prior notice of demand, apply or setoff the funds in your account (and accounts you own with others) at any time to pay any debt, whether direct or indirect, that you have with FSB, and/or any fees or service charges owed to FSBIn addition to its rights under the law (called “setoff”), you grant FSB a security interest in each account to secure such debt, as it may arise.”
On March 10, 2017, your son reported five ATM withdrawals totaling $2,were unauthorizedTherefore, on March 14, 2017, we posted a temporary credit to the account ending in *** until the fraud investigation was completedA notice was sent to your primary email advising you of our actionsUpon completion of the investigation, we concluded there was no fraudulent activity based on multiple *** system security recordsConsequently, on April 11, 2017, we sent a letter to Casey informing him that the temporary credit would be reversed on April 18, Since that account remained negative for days, the balance of $1,in account ending in *** was transferred to *** as a right of offset on May 18,
Major ***, our decisions are made with careful consideration, and I hope the information we’ve outlined clarifies the reasons for our actionsFSB adheres to all applicable banking regulations and to ***’s core values of service, loyalty, honesty, and integrity, and your allegations of wrongdoing are unfoundedShould you have further questions, Ms*** remains available to assist you, and she can be reached at (***) ***-*** (***) or (***) ***-***, Extension ***We appreciate the opportunity to review this matter and to respond to you
Sincerely,
*** ** ***

October 6, Ms*** ** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your consumer loan with the USAA Federal Savings Bank. I apologize for the frustration you recently experienced as we strive to provide quality
service to our entire membership. Thank you for speaking with *** ***, of our staff, who explained your payment and fee were refundedI hope that your conversation with Ms*** reassured you that your satisfaction is important to us. If you have additional questions, she remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

Mr*** *** Complaint ID #* ***
Dear Mr***:
I am responding to your submission regarding access to your deposit accountI regret any inconvenience this situation caused you
Thank you for speaking with *** ** ** ***, of our staff, who spoke with you about your account
authentication and provided you with a temporary passwordAccording to our records, you have logged online successfully
If you have additional questions on this matter, Ms** ** *** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

August 23,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank
Unfortunately, *** ***, of our staff, was unable to contact you by phone to address your concerns
Nonetheless, he completed a thorough review of your account and confirmed no bank errors occurredOur records show that you received assistance in cancelling Text Savings, and that on August 1, 2017, we credited a non-sufficient funds fee as a courtesyIf you have additional questions, Mr*** remains available to assist you
We appreciate your feedback on this matter, and for allowing us to reply to you
Sincerely,
*** ***

December 22, Dr*** *** Complaint ID #: *** Dear Dr***: I am responding to your submission regarding your joint bank accounts with the USAA Federal Savings Bank (FSB) 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, *** ***

December 26,
Ms*** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your checking account
On December 18, 2017, a $provisional credit was posted to your account and is now permanent*** ***, of our staff, was unsuccessful
in his attempts to reach you to discuss your concernsIf you have additional questions, Mr*** remains available to assist you
We regret any frustration you experienced, and we appreciate you allowing us to reply to you
Sincerely,
*** ***

September 8,
Ms*** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding the hold on your funds transfer
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,
*** ***

Complaint: ***
I am rejecting this response because:I made it very clear that I no longer would pursue any business with USAA in the futureI also made it clear I wanted no contact from the company as well.
Regards,
*** ***

Complaint: ***
I am rejecting this response as I believe it wasn't necessary
Regards,
*** ***

February 28, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your USAA Federal Savings Bank deposit accounts. Thank you for speaking with *** ***, of our staff, who completed a thorough review of
your accounts. Our investigation found evidence that validated our position, as a result, USAA exercised the right to discontinue the business relationship with you and restricted the account. As Mr*** explained, the account restrictions will remain in place until account closure within days from February 14, 2017. We appreciate the opportunity to reply to you. Sincerely, *** ***

January 23, 2018 Mrs*** ***Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) auto loan ending in 9001. Our records show that on December 21, 2017, you applied and were approved for an auto
loan at an annual percentage rate (APR) of 2.99% for months. A competitor rate adjustment of 0.50% was applied to the loan, reducing the APR to 2.49% *** ***, of our staff, reviewed the call recording from December 21, 2017, and confirmed that you acknowledged the 2.49% APR advertised on usaa.com, which was inclusive of the 0.50% discount for using the USAA Car Buying Service (CBS). During the call, the representative appropriately advised you that the APR could only be lowered to 1.99% if the vehicle was purchased through the CBS. On December 27, 2017, a manager documented an unsuccessful attempt to reach you by telephone. The manager noted that there was no option provided to leave a voicemail message at the phone number dialed. You electronically signed and agreed to the loan terms on January 15, 2018; funding was subsequently issued to a dealer outside of the CBS network. Ms*** found no indication that a bank error occurred; therefore, we must respectfully decline your request to amend the APR on your auto loan We appreciate you allowing us to reply to you. Sincerely, *** ** ***

March 20,
Ms*** *** Complaint ID #: ***
Dear Ms***:
I am responding to your second submission regarding your deposit account with USAA Federal Savings Bank
While we recognize that you disagree with our findings, we feel confident that the correct decision has been madeNo new information has been presented that would warrant a change in our position
We appreciate the opportunity to review your concerns again
Sincerely,
*** ***

March 15, Mrs*** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) deposit accounts Thank you for speaking with *** ***, of our staff, who confirmed that the FSB
acted appropriately in returning the transactions which attempted to debit your accounts ending in *** and *** as the available balance in the accounts was not sufficient. We respectfully decline your request to refund the external fees assessed, as the payments were returned correctly. If you have any additional questions, Ms*** remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, *** ***