Robert W. Carpenter, Esq.

April 3,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding the funds transfersI regret the frustration this situation caused you
I understand your spouse spoke with *** *** of our staffIf you have additional
questions on this matter, MrRico remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

January 24, 2017 Sergeant *** *** ***, USA (Ret.)Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding USAA Federal Savings Bank (FSB) checking account *** ***, of our staff, was unsuccessful in her attempts to contact
you to discuss your concerns. Our records show that you made an external funds transfer for $on January 10, 2017, and a seven day hold was placed on $due to previous returned transfers. The Depository Agreement and Disclosures, which you received at account inception, states that “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 credit worthiness, the length and extent of your relationship with FSB and its affiliates, transaction and experience history, and such factors as FSB, in its sole discretion, deems relevant.” A review of your account shows that there are currently no holds on the funds in your FSB checking account. If you have any other questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

September 16, 2015 *** *** ***
*** ** ** *** Dear Mr***: I am responding to your submission regarding your request for USAA to complete a form SR-to reinstate your son’s driver’s license Our employees are expected to be courteous and handle
matters in a timely manner, and I regret any frustration you experienced during your interactions with USAA. Please note that we have no record of receiving the letter you stated was faxed to us. We appreciate you speaking with *** ***, of our staff, to clarify USAA’s position. While the collection file has been closed and collection efforts have ceased, you still remain responsible for the debt as our liability decision has not changed. Therefore, USAA is unable to sign the form SR-11, and we will not pay for any fees you incurred from the Texas Department of Public Safety. Thank you for allowing us to review this matter again and to respond to you Sincerely, *** ***

August 21, 2015 *** *** *** ***Complaint ID #: *** Dear *** ***: I am responding to your second submission regarding your home mortgage experience. I regret that you had to contact us more than once to resolve this matter. I am pleased to hear that you spoke with *** *** who advised that your processing fee would be refunded. Should you have any further questions, Ms*** remains available to assist you. Sergeant ***, we appreciate the chance to review your concerns again, and we hope you will allow us the opportunity to restore your faith and confidence in our ability to serve you. Sincerely, *** ***

March 9, Mrs*** *** Complaint ID #: *** Dear Mrs* *** I am responding to your submission regarding the activity in your USAA Federal Savings Bank (FSB) deposit accountOur records reflect that you spoke with an FSB representative on March 1, 2016, regarding your concerns and
the matter was resolvedWe appreciate you allowing us to look into this matter and reply to youSincerely, *** ** ***

July 20, 2015 Mrs*** ** ***Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding the credit reporting issues and fraud case you filed with the USAA Federal Savings Bank (FSB). According to our records, you had three checking accounts
with the FSB, and each one was charged off due to negative balances. The checking account ending in *** was charged off on July 18, 2012, for $1,121.51. Your checking accounts ending in *** and *** were both charged off on July 20, 2012, in the amounts of $and $respectivelyThe charged off accounts are not being reported to the credit reporting agencies, but will continue to be reported to Telecheck until the balances are paid in full. In June 2012, a fraud review was conducted after we were notified that you and your husband were deployed. An Affidavit of Fraud was emailed to you for completion; however, we did not receive it, and the case was subsequently closed. In July 2015, you advised you were a victim of ID theft and another fraud review was completed, which determined the accounts were opened and the funds were utilized prior to the original claim of fraud. It was confirmed that you are responsible for the balances in the account If you have any questions, *** ***, of our staff, is available to assist you and can be reached at *** *** *** ** *** *** *** *** Thank you for allowing us to reply to you. Sincerely, *** *** This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate the time that *** took into going over my issues and explaining things to meI also appreciate USAA's dedication to making things right and looking at this situation as a bunch of opportunities to improveWe have been with USAA for a long time and have always been impressed by their serviceI *** this is the only time I will have to look for help from an outside source. Again, thank you so much to USAA for following through and making things rightI really appreciate it.Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that while I don't appreciate USAA withholding my paychecks I understand they have the legal right to do so.
Regards,
*** ***

October 14, 2016 Mrs*** ***Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB) and the deposit holds. We regret any frustration this situation has caused. The
Depository Agreement and Disclosures (DAD), which is provided to account holders at account inception and available on usaa.com, governs deposit accounts and describes the hold policy associated with funds submitted through Remote Deposit Capture (RDC) services. 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 unable to reach you to discuss your concerns. A review of your account determined that the account history was a factor for the holds. As holds were assessed appropriately, we respectfully decline your request to deviate from our current hold policy. If you have additional questions, Ms*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ***

January 11, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB) Thank you for speaking with *** ***, of our staff, who confirmed that your
deposit accounts were closed on January 8, 2018, in accordance with the FSB’s Depository Agreement and Disclosures. A letter with additional information was mailed to your address on file, along with checks for the account balances at closure. As Mr*** advised, you should receive the checks within two to three business days. If you have further questions, Mr*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ** ***

August 15, 2017 Ms*** ***Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB). Our records reflect that you reported three separate incidents of fraudulent activity on your
account in the form of unauthorized debit card transactions. An investigation of the transactions was initiated. The investigation determined that the same chipped debit card was used both before and after the reported unauthorized activity, with no PIN resets or failures, and the transactions took place in your geographic location; therefore, the fraud claims were denied. Your allegation of unprofessional behavior against our representative was unfounded. Ms***, please know that the FSB follows all banking regulations and acts in accordance with our core values of service, loyalty, honesty, and integrityLeigh Fritz, of our FSB staff, was unable to reach you to discuss the matter; however, she remains available to assist you if you have any questions. We appreciate you allowing us to reply to you. Sincerely, *** ***

June 28,
Mr*** ** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your deposit account
Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB). We responded to the CFPB on June 28, 2016.
Thank you for the opportunity to reply
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:You gave no excuse for your refusal, just standard BS company policy line When are you guys going to wake up and start doing what is right for your customers Just because "this is how we've how always done it" , that doesn't mean it's the right way or ethical, just because something is lawful doesn't make it right
Regards,
*** ***

Complaint: ***
I am rejecting this response because: you did not supply me with the original SIGNED document which I allegedly signed stating your rules on that account that was opened prior to Instead you directed me to the current document Ii signed when I opened the new account in this document is crucial in the fact without it USAA without my consent took ALL the money out ofFurthermore you did not supply me with the statute in Texas where the account was assigned as to the length of time in which a closed account is collectableIn doing research is aprox 4-earsIn addition you could not tell me what these chargers were for and allow me to dispute themI have lived and communicated my addresses to USAA since I opened my first account in What it looks like to me is someone on your end made an error and you are not willing to correct thisI will not stop fighting this as a matter of principle as the the money is miniscule but the right to take without proof or dispute is unlawful and illegal The only correction that I would accept is acknowledgement that an error was made, closure of this matter with a refund of monies taken and owedMistakes in life happen and rest assured if this was mine I would have simply pain the small amount and moved but do not mistake my understanding what is right is right on both ends
Regards,
*** ***

December 23, *** *** *** *** *** Complaint ID #: *** Dear *** *** I am responding to your submission regarding your automobile policyWe regret the frustration you experienced*** ***, of our staff, has contacted you directly to address this matterShe
remains available to assist you and can be reached at *** *** *** ** *** *** *** *** We appreciate the opportunity to reply to youSincerely,
*** ***

Complaint: ***
I am rejecting this response because:I DID NOT cause the bank to suffer a loss, I had credit cards that were/are secured by CDs that cover the balanceI need to be able to access my account through my online message center.
*** ***

May 1, Mr*** *** Complaint ID #: *** Dear Mr*** I am responding to your submission regarding your auto loan application Thank you for speaking with *** *** and *** ***, of our staff, who discussed the factors that affected
your approved rate and confirmed the approved loan is available to you through May 18, 2017. Should you have any further questions, please don’t hesitate to contact Ms*** On usaa.com, USAA Auto Circle notes annual percentage rates (APRs) as low as percent APR for the USAA Bank standard rate or percent APR with the USAA Car Buying Service DiscountThe disclosures indicate that rates vary based on approved credit and other factors and that “Displayed rates are our lowest Annual Percentage Rates (APR) and include a discount for automatic payments (0.25%)Rates subject to change without notice and vary based on approved credit and other factors, such as term, model year, and loan amount.” It’s important to note USAA Federal Savings Bank complies with all applicable banking regulations and with our core values of service, loyalty, honesty, and integrity. We appreciate you allowing us to reply to you. Sincerely, *** *** USAA Car Buying Service provided by TrueCar, IncUSAA Bank receives marketing fees in connection with the Car Buying Service

Complaint: ***
I am rejecting this response because:It was physically impossible for me to have swiped my card from 300+ miles away Furthermore, there is still a dispute on our end which was unresolved, and yet our bank let these fraudulent swipes occur We even called the bank when the first set of fraudulent activity occurred begging them to stop this activity, which they assured us would be done We made them aware that we were traveling and unable to deal with our account being drained from activity that anyone in their right mind would see as fraud, and they told us that we had nothing to worry about They then tried to leave us stranded in a different city with no cash to get home, after they had promised us that they would stop the fraudulent activity, by not letting us have access to any of our money that they lad let the business drain in $intervals until our account was completely depleted USAA failed to safeguard our money against fraudulent activity even though we told them not to allow charges to go through and we were hundreds of miles away with the card we "swiped" Their analyst made no effort to inquire how/ why the fraud claim was made, so in her mind, I have a mile arm reach.
Regards,
***l ***

Complaint: ***
I am rejecting this response because it directly contradicts the fact that, as of today, this matter is still being investigated due to a complaint to the OCC that was forwarded to the CFPBIn addition, we were told that documentation regarding the decision would be provided through the Revdex.com; which you're now saying will not be happeningI'm sure you're aware that this forum is not my only means of communication with USAAI understand that I can't force your handWhat I am wanting is some level of consistency in your response and accountability as it relates to the promises that have been made to usOur accounts were fraudulently accessed and you're holding us responsible but unwilling to provide documentation as to whyIt seems as if you're intentionally withholding this information.
Regards,
*** ***

October 7, 2016 Ms*** ** ***Complaint ID #: *** Dear Ms***: I am responding to your submission regarding a joint bank account with the USAA Federal Savings Bank (FSB). *** ***, of our FSB staff, was unable to reach you to discuss your
concerns. Nonetheless, a thorough review of your account was completed. Our research shows the original application for the joint account was submitted in April 2009. In January 2010, you agreed to the online agreement which would have allowed you to see the account listed when you signed on to usaa.com. In August 2011, multiple deposits were made and then returned, which left the account at a negative balance and caused your online access to be restricted. We received a call from you in October 2011, regarding the restricted access and at that time, you were notified of the charged off account. However, you did not indicate the account was opened without your permission. In order to conduct a fraud investigation, you would need to provide a police report. Otherwise, the removal of your name as a secondary account holder cannot be processed until the negative balance is fully recovered. If you have additional questions, Ms*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ***