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Robert W. Carpenter, Esq.

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December 22, Mr*** *** Complaint ID #: *** Dear Mr.***: I am responding to your submission regarding your credit card with the USAA Savings Bank Our records confirm that you filed inquiries with the Consumer Financial Protection Bureau (CFPB).
We responded to the CFPB on October and December 14, 2016. Thank you for the opportunity to reply Sincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

April 28, Captain *** ** *** ***, USA (Ret.) Complaint ID #: *** Dear Captain ***: I am responding to your submission regarding your checking account. We regret any frustration this matter may have caused you. Our records show we returned
calls to you and were unable to leave voicemail messages. Thank you for speaking with *** ***, of our staff, who discussed the events that transpired, processed the account closures, and transferred funds into the checking account ending in as you requested. I hope that your conversation with Ms*** reassured you that your satisfaction is important to us. 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 second submission regarding deposits into your account with the USAA Federal Savings Bank
We responded to your complaint on December 27, Megan Jeter, of our staff, subsequently spoke with Mr*** and explained that we have thoroughly reviewed this matter and have confirmed the handling was appropriateWhile we recognize that you disagree, no 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,
*** ***

June 20, Private First Class *** ** ***, USA Complaint ID #: *** Dear Private First Class ***: I am responding to your submission regarding your USAA Secure Checking accountAs you were previously advised, a thorough review of your account determined that the activity in
question was not fraudulentAs such, we respectfully decline your request for reimbursementWhile 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 positionWe appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, *** ***

June 26,
Mr*** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your checking account dispute
Thank you for speaking with *** ***, of our staff, who confirmed and advised you of the dispute decisionIf you have additional questions, Ms*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

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, *** ***

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 ***

December 14, 2016 Mrs*** ** ***Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your three October 17, 2016, automobile claims. Due to privacy laws in your state *** ***, of our staff, reached out to you directly to address your
concerns. Should you wish to discuss the matter further, Ms*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ***

March 1, *** *** *** ** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding the closing costs of your mortgage loan refinance with the USAA Federal Savings Bank (FSB)Thank you for speaking with *** ***, of our staff, about
your concernsI understand she was able to explain to you in detail what caused the error in the closing documents you were providedI hope that your conversation with Ms*** reassured you that your satisfaction is important to usOn February 5, 2016, a credit for $1,posted to your FSB checking accountIf you have additional questions, Ms*** remains available to assist youWe appreciate you allowing us to reply to youSincerely, *** ** ***

June 22,
Mrs*** ***
Complaint ID #: ***
Dear Mrs***:
I am responding to your second submission regarding your USAA Federal Savings Bank credit card account
Our records confirm that you filed inquiries with the Consumer Financial Protection Bureau (CFPB). We responded to the CFPB on April 1, 2016, and June 3, 2016.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed
Sincerely,
*** ***
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

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,
*** ***

Complaint: ***
I am rejecting this response because:When I enrolled with USAA Jan I entered my fathers infor exactly as it is, your rep entered/attached me to another person same name & close date of birthThe rep never ever stated that my father not only had to serve in the military but had to have used USAA services, thus this was my only problem, my father never used nor needed your servicesSo I never did anything wrong USAA processed my application incorrectlyNow that's clearYes my father has attempted twice to start a policy with USAA the 1st time the rep did the exact same thing, even though we stated "this will be a new policy(new member)"She attempted to attach us to the other memberAs of today I have not gotten a phone call confirmation that my father policy is fully enforce & that im attached to his policy as a dependent.I need USAA to reach out to me because the mistakes that have occurred; occurred on your behalfI really got the short end of the deal
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I am still without any way to pay my billsI for now will just leave it with the Inspector General of the Treasury as well as forward all communications to him and see what he can doI greatly regret putting my trust in USAA due to this incident.
Regards,
*** ***

October 7, Ms*** *** Complaint ID #: *** Dear Ms*** ***: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank Thank you for speaking with *** ***, of our staff, about your concerns.
Following a review of the account activity, Ms*** confirmed you and the joint account holder would remain responsible for the negative balances of the checking accounts as the joint account holder was found to be the victim of a scamMs*** confirmed the checking account with the negative balance would be charged off after consecutive days and that any accounts that hold positive balances would be used to offset the losses Based on the account transactions, we have exercised our right, to the extent allowed by law, to discontinue doing business with youAt this time, we must respectfully decline your request to allow you online access to your accounts. If you have further questions about this matter, Ms*** is available to assist you and can be reached at *** *** (***) or (***) ***-***, extension ***. We appreciate you allowing us to reply to you. Sincerely, *** ***

May 1,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your second submission regarding your auto loan
We responded to your complaint on April 27, 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,
*** ***

November 10, Mrs*** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding the fees associated with rejected Automated Clearinghouse (ACH) transactionsPlease be assured that we have not detected any suspicious activity
or breach of your account Thank you for speaking with *** ***, of our staff, who agreed to waive the $in fees you incurred. In reviewing this matter, we determined that following a stop payment request for a *** ACH transaction, subsequent transactions from *** and *** were blocked, because the company identification (ID) number for the payment processor is the same for ***, ***, and ***. USAA does not generate these IDs. As discussed, Ms*** will follow up with you regarding potential fee reimbursements. If you have any further questions, please contact Ms* *** We regret any frustration you may have experienced, and we appreciate you allowing us to review this matter and reply to you. Sincerely, *** ***

December 6, Ms*** ** *** Complaint ID #: *** Dear Ms*** I am responding to your submission regarding your USAA Savings Bank (USB) credit card limit. I regret any frustration or inconvenience this has caused The USB periodically reviews
credit card accounts and automatically decreases the credit limit based on the account holder’s credit bureau information and the account’s overall performance history. Irma ***, of our staff, reviewed your account carefully and requested an exception; however, there is not an option to reinstate your credit limit. While we recognize that you disagree, we are confident the correct decision has been made. If you have any other questions, Ms*** 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

May 9, 2017 Mr*** ** ***Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your USAA Savings Bank credit card. I regret any inconvenience this matter has caused Thank you for speaking with *** ***, of our staff, who
recommended that you contact Client Services regarding your credit card, as it was assigned to this agency for balance recovery. Once the balance is paid in full, or settled, your online restriction will be removed, and it will reflect as paid on your credit report. 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

January 13,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your refund check from ***
We regret any frustration you experienced, and we appreciate you speaking with *** ***, of our staff, who confirmed you
received the checkIf you have additional questions, MsTorres remains available to assist you
Thank you for your membership and for allowing us to reply to you
Sincerely,
*** ***

August 10, 2017 Mrs*** ** ***Complaint ID #: *** Dear Mrs***: 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, *** ** ***

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Address: 6 Beacon St Ste 715, Boston, Massachusetts, United States, 02108-3804

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