Robert W. Carpenter, Esq.

August 15,
Mrs*** ***
Complaint ID #: ***
Dear Mrs***:
I am responding to your submission regarding the servicing of your mortgage loan
Our records confirm that you filed an inquiry with the Office of the Comptroller of the Currency (OCC)We will respond
to the OCC accordingly
Thank you for the opportunity to reply
Sincerely,
*** ** ***

Complaint: ***
I am rejecting this response because USAA is breaking the law.First, I called *** back after we spoke and left a message on her voicemail asking her to call me back She never did I'm not surprised, at all.Second, USAA is wrong I sent all required paperwork before the deadline *** stated I sent the fax on the 27th She is wrong The date time stamp she referred to, that is listed on the fax they received is in GMT Once you subtract the appropriate time zone you reside in, (Eastern Standard for me), you find out that I did in fact send the fax on the 26th and well before deadline *** said that had I sent the fax to USAA on the 26th that all would have been well I did that and because I fulfilled that part of the requirement, USAA is now blatantly breaking the law by using bait and switch tactics by suggesting I did not have the paperwork in on time when they know I did They are now charging me higher interest and fees USAA screwed up and is now trying to cover for their screw upI pointed this to *** and she STILL insisted I did not have the fax in on time The facts are right in front of the world to see and the facts don't lie, however USAA does They are and have been taking advantage of Veterans and the military community Also, I have NOT received ANY monthly statement on the account in question Maritza Villagomez is 100% wrong I will not start another loan modification as I followed USAA's policies and procedures I fulfilled my part of the deal, and now USAA is not fulfilling theirs.
I will be filing complaints with other federal agencies until USAA fixes their screw up and compensates me for their mistake *** ***

Complaint: ***
I am rejecting this response because:When I called about the debit card increase it was a month prior when I needed itUSAA completely forgot to do soThe email with the 10% is extremely poorly worded and is conveying a completely opposite meaning than how it readsI have given up dealing with IRA, Auto, InsuranceI got no where fast specially with the IRAShe did not send me instructions at allThe event happend when I opened the accountI now know to actually go to a more reputable business for my needs
Regards,
*** ***

August 27, *** *** ***
*** ** ** *** Dear Mrs***: I am responding to *** submission regarding the USAA Send Money Service powered by PayPalI apologize for the frustration and inconvenience you experienced when attempting to retrieve *** unclaimed $Send Money
PaymentI understand you spoke with *** Garcia, of our staff, who advised that due to a technical issue with the mobile application, the transfer could not be canceledThis is being addressed to ensure other members are not affectedMr*** confirmed that a credit of $posted to *** checking account on August 26, Thank you for allowing us to reply to youSincerely, *** ***

April 3, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your USAA Federal Savings Bank checking account Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau
(CFPB). We responded to the CFPB on April 3, Thank you for the opportunity to reply Sincerely, *** ***

May 24, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your second submission regarding the hold on the deposit into your USAA Federal Savings Bank (FSB) checking account Thank you for speaking with *** ***, of our FSB staff. Ms*** reviewed your concerns and validated that funds deposited via Remote Deposit Capture (RDC) and funds transfers are subject to a hold of up to seven business days. Concerning your dissatisfaction with the phone system, she left a message for you explaining to press the pound key and then the extension when the automated system begins speaking when calling in to a specific extension. We appreciate the opportunity to review your concerns again; however, we consider this matter closed Sincerely, *** ***

November 14, Captain *** ** *** USAR Complaint ID #: *** Dear Captain ***: I am responding to your submission regarding your USAA Federal Savings Bank deposit account 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, *** ***

January 20,
Mr*** ** *** Complaint ID #: ***
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 *** ***,
of our staff, helped reassure you that member service remains our top priorityAs she confirmed, the interest rate for your loan was updated to percent effective December 16, 2016, and the loan payments have been adjusted accordinglyIf you have additional questions, Ms*** remains available to assist you
Thank you for allowing us to reply to you
Sincerely,
*** ** ***

July 31, *** *** ***
*** ** ** *** Dear Ms***: I am responding to your submission regarding your checking accounts with the USAA Federal Savings Bank (FSB)*** ***, of our staff, was unsuccessful in her attempts to reach you by telephone to discuss your concerns
with the handling of your accountsA thorough review of your checking account activity determined that the deposit holds and the nonsufficient funds (NSF) fees were applied appropriatelyThe FSB handles deposits and fees in accordance with the Depository Agreement and Disclosures (DAD), which is provided to account holders when they establish a deposit account and is available for review on usaa.comAs indicated in the DAD, the FSB can place a hold on funds deposited via USAA Easy Deposit for up to seven business days from the date of depositThe NSF fees were applied to your account in accordance with the DAD and the accompanying Service Fee ScheduleMs***, thank you for allowing us to look into this matter and reply to youIf you have any questions, Ms*** can be reached at *** *** *** ** *** *** *** *** Sincerely, *** ***

September 7,
Sergeant Stevon ***
Sergeant *** ***
Complaint ID #: ***
Dear *** ***
I am responding to your third submission regarding the direct deposit from the Department of Treasury, which posted to your checking account with USAA Federal Savings Bank
We responded to your complaints on August and September 1, Our records indicate that on March 7, 2017, a direct deposit in the amount of $11,was credited to ***’s individual checking account, ending in As reflected on the statement for that account, the funds were designated as “IRS Tax Ref.” Shortly after the deposit was made, $1,and $8,were transferred out on March and March 15, 2017, respectivelyAccording to our review of the account, fraud was not detected; therefore, we consider this a civil matterWhile we recognize that you disagree with our position, we are confident that the correct decision has been madeNo new information has been presented that would warrant a change in our position
Sergeants ***, 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 improprietyThis is our final response, as we consider the matter closed
Sincerely,
*** ** ***

September 6, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank. I apologize that we did not meet your service expectations as we make every effort to ensure
our members’ accounts are serviced efficiently and accurately I hope your conversation with *** ***, of our staff, reassured you that your satisfaction is important to us. As Ms*** explained, both the $insufficient funds fee and the $fee assessed by *** *** were refunded to your USAA deposit account Mr***, please know that your situation was shared with our management team as we are continuously seeking ways to improve how we do business. If you have additional questions, Ms*** remains available to assist you We appreciate you allowing us to reply. Sincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Ms*** ***
Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding the issues involving your recent insurance payment
Thank you for speaking with *** ***, of our staff, about the payment you indicated was debited twice from your checking
accountAs she explained, our records reflect that both payments were originated from your computer tabletNonetheless, she offered to have a refund check issued to you, and you decided to have the additional funds applied to your insurance premiumsIf you have additional questions, Ms*** remains available to assist you
We appreciate the opportunity to review this matter and respond to you
Sincerely,
*** ** ***

December 15,
Mr*** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your second submission regarding a deposited check
Our records confirm that you filed an inquiry with the Office of the Comptroller of the Currency (OCC)We will respond to the OCC accordingly
Thank you for the opportunity to reply
Sincerely,
*** ***

September 12, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your consumer loan with the USAA Federal Savings Bank. I apologize for the frustration you recently experienced as we strive to provide quality
service to our entire membership. Thank you for speaking with *** ***, of our staff, who explained your loan is now current and activeI hope that your conversation with Mr*** reassured you that your satisfaction is important to us. If you have additional questions, he remains available to assist you We appreciate you allowing us to reply. Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Where specifically was this information listed? Why was this information not clearly communicated? I have contacted the USAA agent multiple times, left voice messages for her DURING her office hours of 8-4:30pm CST and none of my calls have been returnedIf I was aware that a certificate needed to be generated, why would I NOT comply with this? I had NO IDEA that I was generating a certificate at allSimply putting the information on the USAA Site "somewhere" when the information was not clearly relayed to me any of the times that I contacted USAA about this loan and asked specifically about the rate is unacceptable and unreasonable. I am available to speak to the agent after 4pm EST (3pm CST) as I have advised her multiple times in the messages that I've left for her should USAA wish to resolve this matterI feel that USAA should comply with the .5% rate decrease as advertised on their site.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:1)It was a personal property claim not an automobile claim so you guys are basing your service off of the wrong claim, which was not handled well. 2) even after reporting ussa and have asked for them never to call me they did anyways still even after filing this report.3) I ignored the call so the claim that I talked to someone and that it was this situtation was handled is a incorrect
Regards,
*** ***

August 6,
*** *** ** *** *** ***
*** ** ** *** Dear *** ***: I am responding to your submission regarding your automobile loanOur records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will respond to the CFPB
accordinglyThank you for the opportunity to replySincerely, *** ***

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,
*** ***

December 1,
Ms* *** ** *** Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding a check deposited into your checking account with the USAA Federal Savings Bank
Thank you for speaking with *** ***, of our staff, who addressed your
concerns and confirmed $will be reimbursedIf you have additional questions, Ms*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

May 15, *** *** *** ***, USA Complaint ID #: Dear *** ***: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB)Our records reflect that your checking account ending in *** was established on November 29,
1999, with *** *** as a joint account holderAccording to the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available for review on usaa.com, with regard to account ownership: “If two or more persons are named as owners of the account (account holders), they will own the account equally, regardless of whose money is deposited into the account or who makes the deposits… Each joint account holder acts as the agent of each other joint account holderEach joint account holder authorizes any other joint account holder to withdraw funds, make deposits, transact on the account, or close the account without the consent of any other joint account holder.” Therefore, each joint account holder has the authority to withdraw funds, make deposits, or transfer funds without the consent of any other joint account holder*** *** can either contact the FSB or return a signed and dated signature card to be removed from the accountAdditionally, *** *** does not have access to your online account, and would only be able to access your profile online if she has your private security information*** ***, of our staff, was unsuccessful in his attempts to reach you and explain the aforementionedThe FSB is unable to credit the transfers to your account since *** *** has equal rights to the funds in the joint account*** *** remains available, and he may be reached at *** ***, Extension ***If you would like to make changes to your insurance policy, you may also reach a representative at the same toll free numberWe appreciate the opportunity to respond to youSincerely, *** ***