Robert W. Carpenter, Esq.

July 31, [redacted] Dear Mr [redacted] : I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB)Our records reflect that you established a USAA Secure checking account on May 22, 2015, and accepted a promotional offer to receive a $credit to your account no later than September 30, To meet the criteria, the account holder must set up and have two qualifying direct deposits of at least $or more each that post to the account between June and September 16, While two funds transfers for $and $were credited to your account from Handybook.com on May and June 11, 2015, they were not deemed “qualifying direct deposits,” and they did not post during the criteria dates as disclosed in the terms and conditions of the promotion [redacted] ***, of our staff, was unable to reach you by telephone to discuss your concerns; nonetheless, as a courtesy, the FSB has agreed to honor the creditHence, the $will post to your account by the end of the promotional periodAs previously explained, Ms [redacted] was out of the office due to unforeseen circumstancesMr [redacted] , it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we do, and we strongly disagree with your allegations of improprietyIf you have additional questions, Ms [redacted] remains available to assist you and can be reached at [redacted] Thank you for allowing us to reply to youSincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

May 26, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your checking account ending in [redacted] with the USAA Federal Savings BankOur records confirm that you filed an inquiry with the Office of the Comptroller of the Currency (OCC) We will respond to the OCC accordinglyThank youSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I feel as though this issue isn't being resolved via the other route and since the Revdex.com is more or less a more public venue, the company is trying to push the issue towards the other route it seemsUntil it is resolved through the Consumer Finance Protection Bureau or otherwise, I don't see this complaint being considered resolved or closedThis issue to me isn't resolved and is very much still an issue that needs further investigating Regards, [redacted]

February 26, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your second submission regarding your loans Our records indicate that a payment of $posted to the loan ending in on February 20, Copies of both loans’ payment history were posted on usaa.com for your viewingWe show no records of missing or misapplied paymentsSince a payment had not posted to the loan ending in within the last days, the account was charged off on February 22, 2018, for $1, in accordance with the Bankruptcy 60/RuleDavid [redacted] , of our staff, was unable to reach you to discuss the aforementioned; however, he remains available to assist you We appreciate you allowing us another opportunity to reply to you Sincerely, [redacted]

November 3, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding the returned deposit you made through USAA Deposit@Mobile I regret any frustration this has caused [redacted] , of our staff, was unsuccessful in her attempts to contact you Nonetheless, she confirmed with MoneyGram that the item cleared on September 13, 2016; however, the check was also cashed at an external financial institution When the check returned from USAA the account was left overdrawn and a $fee was assessed At this time there is no further action to be taken by USAA If you have any other questions, Ms [redacted] remains available to assist you We appreciate the opportunity to reply to you Sincerely, [redacted]

April 5, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your automobile loan with the USAA Federal Savings BankWe regret any frustration this matter may have caused you I hope your conversation with [redacted] ***, of our staff, helped reassure you that member service remains our top priorityAs he confirmed, the overpayment on the loan was returned to your external bankThe funds should be credited to your account within business daysIf you have additional questions, Mr***e remains available to assist you Thank you for allowing us to reply to you Sincerely, [redacted]

August 17, Mr [redacted] Complaint ID #: [redacted] Dear Mr.***: I am responding to your submission regarding your deposit account with the [redacted] Federal Savings Bank and I regret any frustration this matter may have caused you Thank you for speaking with [redacted] and [redacted] ***, of our staff, who discussed your concerns As we explained, no new information has been presented to us that would warrant a change in our position to hold you liable for the negative balance on your account Should you have additional questions or concerns, Ms [redacted] and Mr [redacted] remain available to assist you at (***) ***- [redacted] (***) or (***) ***-***, Extension *** We appreciate you allowing us to reply to you Sincerely, Monika Mireles

January 20, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your checking account I regret the inconvenience this situation caused you [redacted] ***, of our staff, reviewed your account and confirmed that we credited your checking account on January 3, and on January 9, 2017, for all the unauthorized transactions If you have any additional questions regarding this matter, Ms [redacted] remains available to assist you at (***) ***-***, Extension [redacted] or (***) ***-***, Extension *** We appreciate you allowing us to reply to you Sincerely, [redacted] ***

February 10, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding compensation for mortgage-related costsWe apologize for the frustration you have experienced, and we appreciate the opportunity to review our actions and determine what solutions are available for USAA in order to act in accordance with federal banking guidelinesI understand you spoke with [redacted] , of our USAA Federal Savings Bank (FSB) staff, who explained that we would not be reimbursing the costs of the water test or pest treatment as these items were required for the loan and were not incurred due to an FSB errorAn additional review uncovered that in accordance with VA loan guidelines, you are entitled to a reimbursement of the $pest inspection feeThe reimbursement will be sent to you by checkWhile we recognize that you do not agree with the outcome, we thank you for allowing us to thoroughly review your situation and to reply to youSincerely, [redacted]

May 10, 2017 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted] : I am responding to your submission regarding your deposit account. I regret the frustration and inconvenience this situation may have caused you. [redacted] ***, of our staff, was unable to reach you by phone to... address your concerns. Nonetheless, she completed a thorough review of your account and confirmed we refunded a non-sufficient funds fee as well as five overdraft fees bringing your account to a positive balance. Additionally, both of your deposit accounts have been closed as requested, and on May 3, 2017, we sent the remaining balance via check to the mailing address on file. If you have additional questions on this matter, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted] ***

March 28, [redacted] Complaint ID #: [redacted] and [redacted] Dear [redacted] : I am responding to your submission regarding your loan with the USAA Federal Savings Bank (FSB) I regret any frustration you may have experienced and the delay in our response Our records indicate that the automatic payments for your personal loan were attempted successfully; however, they were returned due to insufficient funds Between July and November 12, 2015, we received four payments toward your loan which were scheduled manually Since we are unable to identify an FSB error, we must respectfully decline your request to return the loan to a current status The FSB acts in accordance with banking regulations and our core values of service, loyalty, honesty, and integrity; therefore, we reject any allegations of wrongdoing I understand that [redacted] , of our staff, spoke with you and explained that your loan is being reported accurately Should you have any questions, Mr [redacted] remains available to assist you Thank you for allowing us to reply to you Sincerely, [redacted]

August 18, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB) We take all matters of fraud very seriously, and our decisions are not made without thorough consideration Thank you for speaking with [redacted] , of our staff, who discussed the outcome of the fraud investigation, and the determination that you participated in the scam activity The day closure timeframe is allotted to allow for any potential item to return unpaid or clear the account prior to the closure An exception was made to close your account prior to the end of the day timeframe You were issued a check for the remaining funds in your account, and your account was closed on August 10, The FSB follows all applicable federal regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity In keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain obligations with usBased on your account transactions, we exercised our right, to the extent allowed by law, to discontinue doing business with you If you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

February 27, Mr [redacted] * [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your third submission regarding your checking account [redacted] , of our staff, has been unsuccessful in her attempts to contact youShe has tried reaching you by telephone, and she also sent you an email with her contact informationShe needs further clarification of your expectationsWhile she has confirmed that the Bank acted appropriately, she remains available to assist you Thank you for allowing us to reply Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I would like to receive a written letter from USAA acknowledging the complaint and the date the account was satisfied in full I have received letters and phone calls from two different collection agencies after my account status was supposedly updated the first time I want something I can send them in the event I am contacted a third time Regards, [redacted]

February 1, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding deposit holdsWe regret any frustration you experienced as our employees are expected to be courteous and provide quality service to our entire membershipThe USAA Federal Savings Bank (FSB) acts and handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available for review on usaa.comThe DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as USAA Easy Deposit, for up to seven business days from the date of depositIn some instances, USAA may make such funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with us, transactions and experience information, and such other factors as USAA, in its sole discretion, deems relevantPlease note that the FSB staff is unable to determine if a deposit will experience a hold unless it is a direct deposit or wire transfer as holds do not applyThank you for speaking with [redacted] , of our FSB staff, who explained the FSB’s hold policy and, as a courtesy, released the deposit hold and refunded a $nonsufficient funds feeShould you have additional questions, Ms [redacted] remains available to assist youWe appreciate the opportunity to reply to youSincerely, [redacted]

February 9, Mr [redacted] Complaint ID #: [redacted] Dear MrAmador: I am responding to your submission regarding your December 12, 2016, theft claim Our records indicate that the settlement payment was credited to your USAA checking account on February 3, 2017, per your requestBrenda Cantu, of our staff, remains available to assist you should there be additional questions regarding this matterShe can be reached at (***) ***-USAA (***2) or (***) ***-***2, Extension *** Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we decline any allegations of wrongdoing We appreciate you allowing us to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The money that was credited was not available till Tuesday 7/14/2015, I checked the account religiously until it was depositedExplaining the process does nothing for the fact that I was left without any money for six days, I had to pawn a wedding band to live for the weekAnytime a customer makes an error they're charged a fee without question, yet nothing is going to happen to USAA in this situation Regards, [redacted]

June 28, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] I am responding to your submission regarding your claim and restricted online accessI regret any inconvenience this situation caused you After a thorough review, we confirmed that the claim was denied as there was evidence of damage prior to the claim and inception of your renters insurance policyIn keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain obligations with usTo the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has negatively impacted our brand reputationWhen this basic principle is compromised, access to usaa.com is limitedOur representatives are available to process any transactions or assist in servicing your existing accountsAdditionally, we offer a view of your accounts on mobile.usaa.com, which can supplement the account information you can get by mail or telephoneIf you have additional questions, [redacted] , of our staff, remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you Revdex.com, With your help, the business I had a complaint against (USAA Federal Savings) and I have reached an agreementVery happy satisfied, [redacted] Complaint ID: [redacted]