Robert W. Carpenter, Esq.

Complaint: ***
I am rejecting this response because: Both the Storage facility I wrote check to, 4J Storage and the bank that they do business with have NEVER once gotten this check back from USAAAnd yet USAA have charged me nearly $in feesI offered to give the USAA rep the phone number to Bank of Crocker and to 4J to discuss since she obviously thought I was lying, but she refused. This is just another example of USAA not taking responsibility for their poor serviceJust this morning they pulled another blunderI received an email from them stating they had returned another of my checksAmount of check $252, account balance $285. I've already changed my military retirement check and Social Security check to a local credit unionI'm done with USAA
Regards,
*** ***

***May 26, 2015 MrJesse EWarrenComplaint ID #: *** Dear *** ***: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). A thorough review was conducted of your bank account. Based on our findings, the
checks that were deposited in the account were made payable to a person other than yourself. Therefore, we are unable to honor your request to give you the money in the account. In keeping with the company’s core values and our commitment to the membership as a whole, USAA adopted a policy that affects members who do not meet certain levels of conduct in their business transactions with us. Our policy prohibits USAA and its affiliates from continuing to do business, to the extent allowed by law, with a member who engages in activity that compromises our principles. Therefore, the FSB exercised its right to discontinue doing business with you due to the history of deposit activities in your bank account. Thank you for allowing us to reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because:Although, I do disagree with your findings on my complaint as a consumer, against your Banking division credit card products, I know that I will not winThis is a David Vs Goliath, and I am david, and I have no financial resources versus, usaa, which has its highly paid unethical lawyers, that will voice their support for USAA, despite their lack of presence in any customer's situationsHaving said this, I suffered because of usaa, and am still suffering from itAgain I am David and USAA is goliath.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs long as the credit remains permanentThank you for your help in resolving this matter
Regards,
*** ***

February 9, Mrs*** ** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding the USAA Federal Savings Bank accounts opened in your name without your authorization Thank you for speaking with *** ***, of our
staff, who confirmed that fraud did occur on your account and maintenance is being processed to ensure the accounts are closed. She also confirmed that a request was made to update the credit bureaus and she submitted a request for a letter to be sent to you regarding this matter. I apologize that we did not meet your expectations as we make every effort to ensure our members’ accounts are serviced and maintained efficiently and accurately. 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 any additional questions, Ms*** remains available to assist you We appreciate the opportunity 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,
*** ***

April 4,
Ms*** ** ***
Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding your checking account. Our employees are expected to be efficient and handle matters in a timely manner, and I apologize for the frustration you
experienced. Coaching was provided to those involved to ensure other members do not have a similar experience.
Our records show that on April 1, 2016, after the balance in the account ending in *** was brought to a $balance, the account was closed. Should you have any further questions, *** ***, of our USAA Federal Savings Bank staff, remains available to assist you
Ms***, thank you for allowing us to reply to you.
Sincerely,
*** ***

September 23, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your deposit account with the USAA Federal Savings BankWe strive to provide quality service, and we regret the frustration you experienced
Thank you for speaking with *** ***, of our staff, who discussed the status of your account. If you have additional questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

October 15, 2015 *** *** *** *** ** *** ***
*** ** ** *** Dear Chief ***: I am responding to your submission regarding your joint checking account, ending in 9461, 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 nonsufficient funds (NSF) fees charged to your account A thorough review of your account activity reflects that you attempted to make a payment to Senior Chief Petty Officer *** ***’s individual credit card with the FSB and that you were appropriately charged NSF fees as you did not have a sufficient balance for the payment amount. In addition, your account was accurately assessed other NSF fees for transactions unrelated to the credit card payment. Please know that we have refunded $in fees, as a courtesy, and we respectfully decline to refund the additional NSF fees. Chief ***, thank you for allowing us to look into this matter and reply to you. If you have any questions, Ms. *** can be reached at *** *** *** ** *** *** *** *** Sincerely,
*** ** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDICOther bank products are issued and serviced by USAA Federal Savings Bank

November 14, Mrs*** *** Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding the Power of Attorney (POA) for your son, his ability to access usaa.com, and past due balances owed to USAA. I regret any frustration this
situation may have caused you Our records indicate that on May 10, 2017, a POA was received for your son, Lance Corporal Joe ***, granting you POA. The POA has been in effect with USAA since this date with no interruptionA POA for your son, Private First Class (PFC) Brandon ***, was received and effective as of November 10, 2017, granting you POA Thank you for speaking with *** ***, of our staff, who determined that PFC ***’s usaa.com access was locked due to multiple incorrect logon attempts. She confirmed that your son is now able to successfully access usaa.com. In May and June 2014, three deposit accounts ending in 8798, 9019, and charged off with negative balances. You remain responsible for these balances as the charges were not reported as unauthorized, and your accounts remained overdrawn for at least consecutive days. On October 19, 2014, your USAA auto policy was canceled due to non-payment. The current account balance is $ Mrs***, if you have any additional questions, our staff remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, *** ***

February 5, 2018 Specialist *** ** *** USAComplaint ID #: *** Dear Specialist ***: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank. We regret any frustration you may have experienced. Safeguarding the
security of our members’ information is critical to our business. We want to make doing business with USAA as easy as possible, but we must balance that with the very real threats of fraud and identity theft. It was never our intent to inconvenience you. Thank you for speaking with *** ***, of our staff, who confirmed that online access was the only restriction placed on your profile, but that your online access has been restored. If you have additional questions, Ms*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

July 11, [redacted]7   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your deposit account with the [redacted]A Federal Savings Bank and auto insurance policy.   [redacted], of our bank staff, was unsuccessful in his attempts...

to contact you to discuss your deposit account.  Please contact Mr. [redacted] directly if you wish to discuss the matter further at ([redacted]A ([redacted]) or ([redacted], Extension [redacted].   I understand your spouse spoke with [redacted], of our staff, regarding your auto insurance policy. Per Mr. [redacted] request, Mr. [redacted] cancelled the auto policy effective June 1, [redacted]7, and as he explained a balance remains on the account.  If you have additional questions regarding your auto insurance policy, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply.    Sincerely,  
[redacted]

August 24, 2017   Ms. [redacted] N. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your second submission regarding your request to cancel debt protection on your automobile loan with the USAA Federal Savings Bank (FSB).   As noted in our previous response, you electronically signed the USAA Debt ProtectionSM Loan Addendum and Debt ProtectionSM Disclosure on April 6, 2016.  The section of the Disclosure titled “Using Your Plan” on page 2 advised, “You may have to wait a certain amount of time before you can ask for Payment Cancellation under the terms of your Plan, depending on the Qualifying Event for which you request benefits.”  Further information regarding these Qualifying Events was provided in the Debt ProtectionSM Agreement attached to the Loan Addendum.  Page 11 of the Agreement outlined the eligibility requirements to request payment cancellation due to Involuntary Unemployment.  The Agreement stated, “The Primary Covered Person must have been continuously employed for at least 30 hours per week for wages or profit during the 90-day period immediately preceding the Involuntary Unemployment and must be Involuntarily Unemployed for a period of more than 30 days.”   On November 29, 2016, you submitted a claim requesting payment cancellation due to Involuntary Unemployment; the claim was denied that same day as you had not met the 30-day requirement described above.  The FSB confirmed that you did not resubmit the claim after 30 days.  We reject any allegation of wrongdoing as the claim was denied appropriately, and we respectfully decline your request to apply the amount paid toward debt protection to the balance of your loan.   We appreciate another opportunity to reply to you.    Sincerely,   [redacted]

September 1, 2017
Senior [redacted] Complaint ID #: [redacted]
Dear Airman [redacted]:
I am responding to your submission regarding the hold placed on recent deposits into your checking account with the USAA Federal Savings Bank (FSB). I regret any inconvenience this may have...

caused.
The Depository Agreement and Disclosures (DAD), which is provided to account holders at account inception and available on usaa.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.” Our records show a portion of your August 28, 2017, deposit was immediately available, and the remainder was placed on hold for four days. Michael Ricco, of our staff, thoroughly reviewed your checking account and confirmed that the hold was appropriate and the system is working as designed.
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I need to see the response from USAA as this is just a form letter saying that they have received my complaint, but it doesn't address my concerns.
Regards,
[redacted]

December 8, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding accounts that were opened in your name with the USAA Federal Savings Bank (FSB). Please know that our employees are expected to be helpful and professional when speaking with our members, and I regret that this was not your experience. We responded to your complaint on November 11, 2015. As we indicated in our response, we initiated an investigation, and we determined that the loans for $25,000.00 and $9,900.00 and the checking and savings accounts were opened fraudulently. You will not be held responsible for any outstanding balances. I understand that you spoke with [redacted], of our staff, who advised you that we remain available to assist your local law enforcement and that supporting documentation will be provided to them upon their request. We were unable to locate any notices about payments made to the accounts, and a request was sent to the credit reporting agencies on November 10, 2015, to update your information. As Ms. [redacted] explained, please allow 30 to 45 days for the changes to take place. We appreciate the opportunity to review your concerns again. You may contact Ms. [redacted] for additional concerns you may have. Sincerely, [redacted]

November 24, 2015 Ms. [redacted] Complaint ID #: [redacted] and [redacted] Dear Ms. [redacted]: I am responding to your submissions about the handling of your deposit accounts with the USAA Federal Savings Bank and your insurance policy payments. Several of our staff members were unsuccessful in...

their attempts to reach you by telephone to discuss your concerns. Nonetheless, [redacted], of our staff, completed a thorough review of your account and found that multiple funds transfers, made to your checking account ending in [redacted] and your savings account ending in [redacted] were depleted by Automated Clearing House debits. The transfers were subsequently returned by the external bank resulting in a negative balance on both accounts. In addition, [redacted], of our staff, discovered that several payments were made to your credit cards, but because the payments were later returned by the external bank as account frozen they were reversed. Both credit cards are being accurately reported as over limit and have been closed by USAA Savings Bank. With regard to your insurance, [redacted], of our staff, found that we received three payments, two of which followed a non-payment cancellation notice, and because all three payments were returned by the external bank as account frozen they were reversed. On November 10, 2015, you spoke with a representative who set up a special payment arrangement to prevent the policies from cancelling; however, no payment was received and both policies were canceled effective November 14, 2015. Ms. [redacted], should you have any questions, Ms. [redacted], Ms. [redacted], and Mr. [redacted] remain available, and they can be reached at [redacted], respectively. Sincerely, [redacted] 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.

Complaint: [redacted]
I am rejecting this response because: there is no fairness of decision.  There is no reason why you denied it because of a decision was made in 2013. I haven't bank with them since 2008 and paid off the accounts off in 2009. People do go financial hardship and we show integrity by paying the credit debt off when we had money to pay off instead of not paying at all. We demonstrate our ability that our word does count because we my household at the time decrease income was not enough, that I was high risk pregnancy that lost our stillborn son was not enough for USAA which isn't there business state our personal business.  I didn't appreciate the tone of both of young ladies and that I do not want to bring contact by them. I hope the phone call was recorded.  I will not say anymore but put in God's hands. Please have CEO contact us. I hope you have good day.
Regards,
[redacted] & [redacted]

Complaint: [redacted]
I am rejecting this response because:  the business (USAA FSB) engaged in deceptive, unethical, and incompetent practices for the auto loan which I got.  There was no admittance on the part of the business nor any remedy.
Regards,
[redacted]

August 28, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the disputed transactions from [redacted] that posted to your checking account.
Thank you for speaking with [redacted] of our staff, about your concerns. ...

On August 18, 2017, you were sent two separate notifications to advise you that provisional credits would be issued in two business days for each transaction in question. As the correspondence explained, if the disputes are found in your favor, the provisional credits will become permanent. If the transactions are valid, we will notify you before the temporary credits are reversed. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]