Robert W. Carpenter, Esq.

January 3, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your account with the USAA Federal Savings Bank (FSB).
We regret any frustration you experienced. Our records reflect that when you contacted the FSB to request a stop...

payment, the transaction had already posted. Unfortunately, [redacted], of our staff, was unable to reach you to discuss the process to dispute the transaction. Ms. [redacted] remains available to assist you at ([redacted]) **1-USAA ([redacted]) or ([redacted]) **1-[redacted], Extension [redacted].

We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

September 1, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your accounts with the USAA Federal Savings Bank.
We responded to your initial complaint on August 22, 2017. Our records show that on August 25, 2017, you spoke with [redacted], of our staff, who confirmed the prior closure of your CD accounts.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

April 11, 2018 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding a debit card dispute filed with USAA Federal Savings Bank (FSB).  I regret any frustration or inconvenience you experienced. [redacted], of our FSB...

staff, was unsuccessful in reaching you to discuss your concerns.  Mr. [redacted] reviewed the documentation previously submitted, and determined the dispute was valid.  As such, Mr. [redacted] issued a permanent credit of $54.05 to your joint checking account.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, 
[redacted]

January 31, 2018
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your USAA eligibility.
USAA operates as a membership organization. Membership is open to current and former military with a discharge type of “Honorable”, and to...

current and former dependents, including adult children and ex-spouses, of USAA members. On September 2, 2012, your USAA profile was updated to reflect that you had served in the military with a discharge type of “Honorable.” As part of our military service verification process, proof of military service was requested. On November 9, 2012, we received a copy of your DD-214 that showed your discharge type as “General (Under Honorable Conditions).” As such, your discharge type does not meet our membership requirements for auto and property insurance. On January 9, 2013, legal notice was sent to you stating that automobile insurance would be terminated due to not being eligible for USAA membership.
These requirements were established in an effort to enforce fair and objective criteria for membership. In order to maintain our status as a membership organization, we have to apply these criteria consistently. These eligibility criteria have been established not because USAA is unsympathetic to the needs and desires of veterans whose service was characterized as General (Under Honorable Conditions), but because we are sincerely trying to manage our eligibility criteria on a fair and principled basis. We recognize that the Department of Veterans Affairs may offer benefits to veterans with a General (Under Honorable Conditions) discharge; however, this does not apply to USAA’s guidelines with regards to membership eligibility. Thank you for speaking with Albert Castillo, of our staff, about your concerns. If you have additional questions on this matter, he remains available to assist you.
As for the ability to deposit a check using your smartphone, effective April 1, 2016, individuals who have an active deposit account may utilize this feature, regardless of their eligibility. Once you complete the Remote Deposit Capture User Agreement online, you may use this feature.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The interest rate has not been adjusted due to USAA having an oversight in information given to its customer. I am not accepting any responses from here on. USAA will have a bad review because a business does not get to promise something and not keep it. Please do not call me anymore, anything that needs to be said can be said here.
Regards,
[redacted]

March 1, 2017
Ms. [redacted] B. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your deposit accounts with the USAA Federal Savings Bank.
We appreciate you speaking with [redacted], of our staff, who discussed your concerns in detail. While we recognize that you disagree, we feel confident that the correct decision has been made. No new information has been presented that would warrant a change in our position.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

USAA resolved this complaint. Thank you for all your amazing help Revdex.com!!!!Thank you, [redacted]

Complaint: [redacted]
I am rejecting this response because: I spoke with [redacted] on 10/13/2015 and she assured me that I would be provided a letter from USAA acknowledging that these two loans are indeed fradulent. On the contrary, I have been sent a letter stating that I have made all payments on these loans that were opened fraudulently, and as a result, these two loans were put on all three credit reports. In addition, I have left [redacted] eight voicemails asking her to contact me regarding this matter.  This is especially important because when I call USAA, the representatives are rude to me, and on 11/10/2015, a representative actually refused to talk with me and hung up. The representatives are telling me that they have notes in the system telling them not to speak with me, and they refuse to transfer me to anyone that has the authority to speak with me. Because I did not open these accounts or authorize them, I have no way of knowing the information the representatives are asking me, such as , what type of loans are they, the phone number associated with these accounts, and email used to open up these accounts. I have been victimized by the thief that used my identity to secure these loans, now I am being victimized by USAA. On 11/03/2015, I called USAA and spoke with [redacted], myself, and [redacted]( my advocate from Benefits Service) were all on the line. [redacted] put us on hold for 30 minutes, and when she returned, I asked for a manager or supervisor. She put me on with [redacted] from the fraud dept. After getting no answers from [redacted], I was asked for my phone number. I provided my phone number to [redacted], and told me to be sure to answer the phone regardless of what the caller ID registered. On 11/06/2015, [redacted] called me from a blocked number and left me a voicemail that I have saved. I called her back, and she provided me with information off the record. I told her that was unprofessional and requested that she called me from a USAA phone number. I have been getting very poor customer service from USAA and always conflicting information. The Colorado Police Department has informed me that USAA has yet to contact them regarding this matter, although I filed a police report on 10/06/2015. Also, the three credit bureaus informed me that USAA has not responded to the requests to remove the fradulent accounts. TransUnion has since removed the two accounts based on the police report, because USAA has not responded in a timely manner. Experian and Equifax is still waiting on a response from USAA. After these two fradulent accounts are removed from my credit report, I need a written document from USAA acknowledging that these two loans totally about $30,000 are fradulent.  
Regards, 
[redacted]

October 11, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your automobile loan application with the USAA Federal Savings Bank (FSB). We regret the frustrations you experienced during the application process, and recognize...

that you disagree with USAA’s decision to decline the loan.
[redacted] of our staff, confirmed you provided all the application information needed to process the $20,000.00 loan application, and that our underwriting process was accurate and complete. She explained the denial reasons to you and that you may resubmit a new application in order to include all your income and a new credit report will be requested. In addition, we respectfully decline your request to adjust your credit report as USAA must comply with the Fair Credit Reporting Act. Should you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

February *, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding USAA’s Web BillPay service and your deposit account with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted], of our staff, who accommodated your request. I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us and she remains available to assist you if you have any additional questions.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

May 25, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). Our records reflect that on April 7, 2016, you contacted the FSB and advised the FSB of unauthorized account...

activity totaling $551.55. As such, an investigation was initiated. We mailed you a notice on April 11, 2016, notifying you that we provided a provisional credit for the disputed activity while we continued our research. Our investigation determined that the transaction was valid based on the information the merchant provided. On May 13, 2016, we sent you a notice of our investigation results informing you of the outcome of our review and stating that you would be liable for the disputed amount. I understand a Dispute Analyst on our FSB staff spoke with you, reiterated the findings of our investigation, and advised that you could dispute a different dollar amount by providing the appropriate supporting documentation. Should you have any questions about this matter, Roxanne Robles, of our staff, remains available to assist you, and she may be reached at [redacted]. We appreciate the opportunity to review your concerns. Sincerely, [redacted]

February 10, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms[redacted]   I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank.  I regret any frustration this matter may have caused you.   Thank you for speaking with...

[redacted], of our staff, who discussed your concerns.  Our records indicate that Ms. [redacted] assisted you in adding the external account to your funds transfer list.  Additionally, she confirmed that your authentication concerns were sent to the appropriate area for review.  Should you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 31, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your credit card with the [redacted] Federal Savings Bank.
After a thorough review of your account, [redacted], of our staff, confirmed that the reporting of the account...

is accurate; therefore, we will not remove the account from the consumer reporting agencies. If you have additional questions, Mr. [redacted] remains available to assist you and can be reached at ([redacted]) [redacted] ([redacted]) or ([redacted]) [redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]
Credit cards are issued by [redacted] Savings Bank and serviced by [redacted] Federal Savings Bank, both Member FDIC.

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]  [redacted]

November 21, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB). [redacted], of our staff, was unsuccessful in reaching you to discuss your...

concerns.  Nonetheless, Ms. [redacted] thoroughly reviewed your account and confirmed that you remain liable for the activity that occurred.  FSB deposit accounts are governed by the Depository Agreement and Disclosures (DAD), which is provided to all account holders.  According to the DAD, “You are responsible for maintaining the confidentiality of your account authentication credentials (username, password, tokens, or other) and for restricting access to your devices capable of accessing your accounts.  If you provide authentication credentials to another person, any account or transaction activity by that person, or others who may receive your credentials due to your sharing, may be deemed authorized activity and you may be held responsible for that activity.”  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:This account is still being reported  despite your inability to verify account, and breaking Federal and state laws.  I will consider this dispute resolved, and close out this complaint if you remove this account from all of the major credit reporting agencies.
Regards,
[redacted]

April 4, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the $103.25 dispute with [redacted]. I regret any frustration this matter may have caused you as we strive to provide quality service to our entire membership.
I...

hope your conversation with [redacted], of our staff, helped reassure you that member service remains our top priority. As she confirmed, the $103.25 was credited to your account on March 24, 2017. If you have additional questions, Ms. [redacted] remains available to assist you.
Thank you for 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. But I do have concerns regarding the remaining funds that was placed in the account. The balance was never in the negatives so my question to you is how will I receive the remaining money in the account which happens to be $515.91.
Regards,
[redacted]

[redacted]
*
[redacted]
*
[redacted]
*
I am responding to your submission regarding the deposit hold in your checking account with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted], of our staff, who confirmed...

the funds were released on April 12, 2016.  The hold was placed in accordance with the FSB’s Depository Agreement and Disclosures, which is provided to all account holders at account opening and is available for your review on usaa.com. As you requested, your checking account remains open.  If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:USAA did not respond to the nature of the complaint. Someone called and advised that somewhere "on the site" the information does exist. No additional assistance was provided nor offered. As I advised the representative, I will be escalating this issue to the AGo and CFPB. Additionally, I will be refinancing my loan with another institution and do not intend to recommend and/or do business with USAA anytime in the foreseeable future. Regards,
[redacted]