Robert W. Carpenter, Esq.

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,
*** ***

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,
*** ***

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, *** ** ***

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

July 11,
Mr*** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your loan payments, and I regret any frustration this situation caused you
Thank you for speaking with *** ***, of our staff, who addressed your concerns
and accommodated your requestIf you have additional questions, Ms*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

March 3,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your auto loanI regret the inconvenience this situation caused you
Thank you for speaking with *** ***, of our staff, who explained the amount of the
refund was based on the balance of the loan at the time the dealership provided the payoff, and confirmed that you received itAs discussed, due to USAA’s process, the refund was held seven days before being issued to you to verify the fundsIf you have additional questions on this matter, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

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, *** ***

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, *** ***

August 8,
Mrs*** ** *** Complaint ID #: ***
Dear Mrs***:
I am responding to your submission regarding the charges assessed to your *** Federal Savings Bank (FSB) checking account by *** ** and our subsequent actions taken as a result of the negative balance in the
account
*** ***, 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 ariseYou expressly agree that such rights extend to any Federal or state benefit payments (including without limitation Social Security benefits) electronically deposited into your account.”
On February 2, 2017, you submitted a dispute with *** ** for $1,067.58, indicating the transaction was unauthorizedThe following day we posted a temporary credit for the same amount to the account ending in until the fraud investigation was completed, and we received additional documentation from you to substantiate your claimShortly after, the merchant posted credits to your account which totaled $240.19; consequently, the provisional credit was adjusted to $Between May and May 30, 2017, the merchant challenged the dispute and advised you were responsible for the outstanding balanceSince you did not provide proof to substantiate your claim and after review the merchant’s documentation, the FSB concluded you were responsible for the debtAccordingly, we sent you a letter to advise you that the temporary credit would be reversed on June 7, As such, the reversal of the $provisional credit yielded an overdrawn balance in the accountTherefore, on June 23, 2017, six Right to Offsets were processed from other accounts in an attempt to recover the overdrawn balanceSince the account ending in remained negative, it was charged off and closed with an overdrawn balance of $
Mrs***, 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,
*** ** ***

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, *** ***

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 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

October 20, Major *** *** Complaint ID #: *** Dear Major ***: I am responding to your submission regarding the hold on your USAA Savings Bank credit card payment. I regret any inconvenience this caused. Thank you for speaking with
*** ***, of our staff, who removed the payment hold after validating the payment was cleared from your external account. As she explained, the payment hold policy is outlined in your Credit Card Agreement. I understand that you provided feedback on improving the website to reflect when a hold is present and Ms*** forwarded your comments to the appropriate area. 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

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, *** ***

January 5,
Ms*** * *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding our reporting to Early Warning Services (EWS)
We confirmed that USAA accurately reported your account activity to EWS*** ***, of our staff, was unable to
reach you to discuss this matter, and he remains available to assist you at (***) ***-USAA (***) or (***) ***-***, Extension ***, if you have any additional questions
We appreciate you allowing us to reply to you
Sincerely,
*** ***

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,
*** ***

Complaint: ***
I am rejecting this response because USAA has not addressed any of the issues within the complaint They continue to state the parts were not new For the third time, the parts were NEW I have receipts that clearly indicate I purchased NEW parts
Regards,
*** ***

Ms*** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding the funds removed from the new deposit account you established with the USAA Federal Savings Bank (FSB)
Thank you for speaking with *** ***, of our FSB staff, about your
concernsAs she explained, checking accounts are issued by the FSB and credit cards by the USAA Savings Bank (USB); therefore, the USB would not have discussed the settlement of a charged off checking account when trying to resolve your charged off credit card account
Our records reflect that we properly notified you in writing in about the overdrawn balance in the checking account you held at that time with the FSB, which was subsequently charged offOn July 10, 2017, the FSB processed a Right to Offset (RTO) from your newly established checking account to satisfy the balance owed in the account charged off in A RTO is a Bank's legal right to seize funds that a guarantor or debtor may have on deposit to cover a deposit account and/or loan in defaultThe process of RTO is outlined in the Depository Agreement and Disclosures that was provided to you when you established each of your deposit accounts
If you have additional questions, Ms*** remains available to assist you
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, *** ***