Robert W. Carpenter, Esq.

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

September 28, Sergeant *** ** *** Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding your Visa debit card with the USAA Federal Savings Bank Unfortunately, *** ***, of our staff, was
unsuccessful in her attempts to reach you by telephone or email to discuss this matter with youOur records indicate that your new card was activated on September 20, Because your debit card has converted to Visa, the other MasterCards linked to your account, will no longer be valid. We are continually seeking ways to improve how we do business, and input like yours is very helpful; however, at his time we respectfully decline your request for compensation. Should you have any additional questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you Sincerely, *** ***

December 6, 2016 Mr*** ***Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB) I understand that you spoke with *** ***, of our staff, who completed a review of
your account and verified that the nonsufficient funds (NSF) fees were appropriate. Our records show we refunded one NSF fee on November 23, 2016, and on November 10, 2016, the FSB provided refunds for two NSF fees you incurred on PayPal transactions. If you have additional questions, Ms*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ***

August 17, 2017 Ms*** ***Complaint ID #: *** Dear Ms***: I am responding to your submission regarding the reversal of duplicate credits from your USAA Federal Savings Bank (FSB) checking account. Thank you for speaking with *** ***, of our FSB staff, who
confirmed that duplicate credits totaling $were issued following your fraud claim. We regret the frustration and inconvenience you experienced, and we have addressed this matter with those involved. The nonsufficient funds fee assessed to your checking account was refunded on August 15, 2017. If you have additional questions, Ms*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ** ***

August 22,
Mr*** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your accounts with the USAA Federal Savings Bank (FSB)
According to the Depository Agreement and Disclosures, the “FSB may close your account at any time without advance
notice.”
Our records show you spoke with a member of our staff on August 9, 2017, who explained the closure of your accounts and sent the balance of all of your deposit accounts via expedited checksIf you have additional questions, *** ** ** ***, of our staff remains available to assist you and can be reached at *** *** or *** ***, Extension ***
We appreciate you allowing us to reply to you
Sincerely,
*** ***

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,
*** ** ***

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,
*** ***

Complaint: ***
I am rejecting this response because: I would like a very sincere apology and action to take forth with the individual who was very disrespectful to meHe was NOT professional, helpful, or any of the qualities you assure all employees go through
Regards,
*** ***s

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,
*** ***

August 16, 2016 Ms*** ***Complaint ID #: *** Dear Ms***: I am responding to your submission regarding the security restrictions placed on your USAA Federal Savings Bank (FSB) debit card. I regret the frustration you experienced, as we strive to provide
quality service to our entire membership. Thank you for speaking with *** ***, of our staff, who explained the activity which led to your card being restricted. I understand that you declined the option to not have your card restricted with the understanding that any future unauthorized activity would be your responsibility I hope your conversations with Mr*** reassured you that your satisfaction is important to us. If you have additional questions, Mr*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ***

Mrs*** ***
Complaint ID #: ***
Dear Mrs***:
I am responding to your submission regarding the reporting of two loan accounts to the credit reporting agencies by the USAA Federal Savings Bank (FSB)
Our records confirm that you also 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,
*** ** ***

May 5,
Mrs*** ** *** Complaint ID #: ***
Dear Mrs***:
I am responding to your submission regarding your USAA Federal Savings Bank (FSB) deposit account
Thank you for speaking with *** ***, of our FSB staff, who explained that the temporary credit was removed
from your account after the merchant supplied documentation supporting the transactionMs*** uploaded a copy of the merchant’s response to your online documents, and she remains available to assist you should you have further questions
We appreciate you allowing us to reply to you
Sincerely,
*** ** ***

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

Complaint: ***
I am rejecting this response because:I had to go as far as to contact the CEO, with this issue and rest assured the money has been refunded aside from what your policy states. however I am still very upset that something so simple required as much workThere is still without a doubt, a flaw in your policy as I have discussed with mutiple employeesMy example is if my friend sitting next to me is also in the active military and claims Florida as his/her residancy but is stationed in California at a military facility, It will pop up as them being in california stating they owe CA state taxesSo according to your employees your policy states that when they recieve tax levys they are required to process it no matter what, as soon as possibleOne employee even stated as I was on the phone with them that if we recieved a fax right now for the levy we would still have to process itSo I asked why wouldnt you call the bank customer about it before processing? I mean you essentially work for the customerThe response was we arent allowed to make that judgment.My response was there is a reason they hired a human instead of replacing you with a computer, its because you have the judgmentWhat im saying is this will eventually happen to everyone if the policy is not corrected, and you will have more issues throughout the company with military membersI am sure im not the first one with this issue nor will I be the last sadly

May 12, Mrs*** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your USAA Savings Bank credit card. Thank you for speaking with *** ***, of our staff, who confirmed that your account would be returned
to a closed status and will appear as such on your credit report. The charge off reporting will be removed from your credit report as well. If you have any additional questions, Mr*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

March 21,
Ms*** ** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your credit card reporting
Thank you for speaking with *** ***, of our staff, who explained how USAA reports to our credit reporting agenciesIf you have
additional questions on this matter, 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

February 20, Mrs*** ** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your deposit account with the *** Federal Savings Bank (FSB). I regret any frustration this matter may have caused you The
Depository Agreement and Disclosures (DAD), which is provided to account holders at account inception and available on ***.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.” Thank you for speaking with *** ***, of our staff, who confirmed that the hold on your funds was released February 14, 2017. I hope that your conversation with Ms*** reassured you that your satisfaction is important to us: however, should you have additional questions, she remains available to assist you at (***) ***-*** (***) or (***) ***-***, Extension *** We appreciate you allowing us to reply to you. Sincerely, Monika Mireles

August 1,
Mr*** ** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank (FSB)
We are currently researching this matter, and we will reply once our review is complete
Sincerely,
*** ***

August 21, 2015 Mrs*** K***Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your deposit account and credit card with the USAA Federal Savings Bank. 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, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC. Other bank products are issued and serviced by USAA Federal Savings Bank

February 10, *** *** ** *** *** Complaint ID #: *** Dear *** *** I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB)We strive to provide quality service to our entire membership, and I regret any frustration you
have experienced with your accountAccording to the FSB's Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, “if FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may 'freeze' (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activitiesIf FSB freezes your account, FSB gives any notice required by law.” As you know, an investigation was initiated, your deposit accounts were placed in a credits-only status, and the FSB provided any notice that was required by lawThank you for speaking with *** ***, of our staff, who thoroughly reviewed your account and reiterated that as a result of our investigation, we have determined that you remain liable for the account activity and negative account balanceShould you have any further questions about this matter, MsGallegos remains available and can be reached at *** *** *** ** *** *** *** *** Please note that 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 usTo the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has engaged in fraudulent activity and caused USAA to suffer a financial lossWe appreciate you allowing us to reply to youSincerely, *** ***