Robert W. Carpenter, Esq.

December 30,
*** *** *** ***
Complaint ID #: ***
Dear Mrs***:
I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB).
The FSB’s actions taken to offset the negative balance of your account ending in
are in accordance with the FSB’s Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available for your review on usaa.com. The DAD states, “Each joint account holder authorizes FSB to exercise setoff and enforce its security interest in the entire joint account, even though only one of the joint account holders is the debtor, and irrespective of who contributed funds to the account.” The DAD further notes that the setoff of funds may occur at any time, without prior notice or demand, to pay any debt, whether direct or indirect, that you have with FSB, and/or any fees or service charges owed to FSB
The FSB acts in accordance with our core values of service, loyalty, honesty, and integrity, and we reject your implications of impropriety.
Should you have additional questions, Albert Garcia, of our FSB staff, remains available to assist you. Thank you for allowing us to reply to you.
Sincerely,
*** ***

Complaint:
I am rejecting this response because:I was received a phone call from the CEO office upon submitting to the Revdex.comI will NOT let this goFirst of all, it is incorrect that we were made aware of the increased amount to be placed on holdIf you check on Friday when my husband submitted it will show only was placed on hold which was further noted by myself and my husbandUpon noticing more was on hold a phone call was performed to the customer service agents who stated our bank account had updated since it was the weekendNo one would help usUpon calling BB&T where the check originated the customer service department was quickly able to send where I needed to be and had a phone number for my bank to validateMy concern is lack of customer serviceThey would not do anything to assist us.I think it is wrong and a however legal, is not good customer service that USAA advertises onThis is the money of hard working military personnel and after all they have been through should not have to fight to use their own money. It is discrimination that they are able to hold the amount without letting us know or even at all based on what we put in that accountWe are required to have another account for our mortgage and thus our money stays in thereWe have been using USAA as a place to deposit our weekly spending budgetI do not feel that it should be required to explain what we do with our money. Our family brings in over 200,a year and USAA has completely stopped themselves from receiving any of our business over thisWe will be pulling out our insurances, our daughter's college funds, and our checking and savings out due to thisNot that I believe this will reach the CEO but we are very young in our early 30's and just because of their unwillingness to work with us and treat us like a customer they will miss out on all those avenues of revenue for 50-years over just dollarsThat is not what I consider smart business moves.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The myopic reply to the CFPB there was no ereo with their ATM is a bold face lie! They should be ashamed of their behavior.
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 5, Ms*** ** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your debit card fraud claim We regret that *** ***, of our staff, was unable to reach you to discuss your concerns In
reviewing this matter, it was determined that additional clarification is required. Please contact Ms*** at your earliest convenience We appreciate you allowing us 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, *** ** ***

January 17,
Captain *** ** ***, USA
Complaint ID #: ***
Dear Captain ***:
I am responding to your submission regarding your stop payment request
I am sorry to hear about the frustration you experienced as we strive to provide quality service to our membershipOur
research shows that a permanent credit was issued to your account on January 9, 2017, to offset the funds that cleared your accountUnfortunately, *** ***, of our staff, was unable to reach you to discuss your concerns and she remains available to assist you at (***) ***-USAA (***) or (***) ***-***, Extension ***
We appreciate you allowing us to reply to you
Sincerely,
*** ***

October 18,
MrRick A***
Complaint ID #: ***
Dear Mr***:
I am responding to your second submission regarding your loan applications
We responded to your complaint today, October, 18, 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 position
We appreciate the opportunity to review your concerns again; however, we consider this matter closed
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12516993, and find that this resolution is satisfactory to meI do however believe that the situation should not have had to go this far just to get my money back from USAAI been a loyal USAA member for a long time, and still feel like I am being treated like the thief
Regards,
*** ***

July 7,
Ms*** ** *** Complaint ID #: ***
Dear Ms***
I am responding to your submission regarding the fraudulent transactions on your checking accountI apologize for the inconvenience you recently experienced as we strive to provide quality service to our
entire membershipCoaching has been provided to those involved to ensure other members do not have a similar experience
Thank you for speaking with *** ***, of our staff, regarding the status of your accountsI hope your conversation with Ms*** helped reassure you that your satisfaction is important to us and member service remains our top priorityAs she explained, the restriction was inadvertently placed on the accounts, but it has since been removed and full access has been reinstated
We appreciate you allowing us to reply to you
Sincerely,
*** ** ***

July 20, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding the nonsufficient funds (NSF) fees that posted to your USAA Federal Savings Bank (FSB) checking accountWe regret any frustration you experiencedI understand you spoke
with *** ***, of our staff, who confirmed that the fees were applied in accordance with USAA’s Depository Agreement and Disclosures, which was provided to you at the inception of the account and is also available on usaa.comAs she discussed, the deposit posted after the 8:p.mcutoff time, so the funds were not available to cover the attempted debit on July 5, Ms*** also confirmed that you have received NSF fee refunds totaling $over the last yearSincerely, *** ***

November 1, Sergeant *** ** *** USA (Ret.) Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding your accounts with the USAA Federal Savings Bank (FSB) and your insurance application. Thank you for speaking with ***
***, of our staff, who explained that your stepson and daughter-in-law were added to your profile as related persons and that eligibility verification restrictions were placed on your profile pending verification of your military service. In addition, the FSB’s Depository Agreement and Disclosures and the USAA Credit Card Agreement indicate that federal law requires us to obtain, verify, and record your name, address, date of birth, and other information that will allow us to identify you when you open an account and in certain other circumstancesThe FSB requested a copy of your social security card, proof of residence, and a valid government-issued ID and placed a block on your profile pending receipt of the documentation. The documentation you subsequently submitted was not sufficient to validate your identity. As of this writing, we are pending receipt of the requested documentation We appreciate the opportunity to reply to you 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, *** ***

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,
*** ***

January 30, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding a deposit hold. We regret any inconvenience this may have caused you *** ***, of our staff, was unable to reach you to discuss this
matter; nonetheless, he confirmed that the USAA Federal Savings Bank acted appropriately and a portion of your deposit was held in accordance with the Remote Capture Deposit User Agreement, which you received upon opening your account. Furthermore, when you initiated the deposit, the hold details including the amount and duration of the hold were displayed prior to you completing the deposit. This gave you the option to make other arrangements if you needed immediate access to the funds. Although no bank error occurred, Mr*** confirmed that a representative refunded the $overdraft fee, as a courtesy. We appreciate the opportunity to reply to you. Sincerely, *** ***

December 7,
Mr*** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding a check deposited into your checking account with the USAA Federal Savings Bank (FSB)
The check was returned and a $fee assessed in accordance to the Depository
Agreement and Disclosures (DAD), which governs all FSB deposit accounts and is provided to all account holdersYou can find the pertinent information under the section “Returned Items.”
*** ***, of our staff, was unable to reach you by phone to address your concernsOur records show that on November 29, 2017, you successfully deposited a check for the amount of $8,If you have additional questions, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

October 7, 2016 Mr*** ** ***Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your credit card account with the USAA Savings Bank (USB). We regret any frustration you may have experienced. Thank you for speaking with ***
***, of our USB staff, who confirmed the payments have been corrected and the late fees refunded. A correction will be sent to the credit reporting agencies which should update in to days. If you have additional questions, Mr*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

October 22, *** *** *** ***, USAFR Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your concerns related to a depositOur records confirm that you filed an inquiry with the Office of the Comptroller of the Currency (OCC)I understand
that Misty Matykiewicz, of our USAA Federal Savings Bank staff, is currently assisting youWe will respond to the OCC accordinglyThank you for the opportunity to replySincerely, *** ** ***

May 18, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your vehicle titleI regret any frustration you have experienced as we strive to provide quality service to our entire membershipOur records indicate that your auto loan
account was charged off for nonpayment on February 11, 2008, and we are no longer actively collecting on the balanceUSAA is required to file a Form 1099-C upon the occurrence of an identifiable event, such as a charged-off account determined to be uncollectableHowever, as noted by the IRS, Section 6050P of the IRS regulations does not prohibit collections activity after a creditor files a Form 1099-C, as the debtor remains liable for the debtAs such, your request for the title to the vehicle can be honored when the balance is paid in full*** ***, of our staff, was unsuccessful in reaching you by telephone to discuss the matter in detailIf you have additional questions, Mr*** can be reached at *** *** *** or *** *** *** *** ***We appreciate you allowing us to reply to youSincerely, *** ***

October 6, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your second submission regarding your October 1, 2014, rental property claimWe responded to your complaint on September 15, While we recognize that you disagree, we feel confident that the correct decision regarding the coverage 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, *** ***