Robert W. Carpenter, Esq.

August 28, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your Rate Advantage Platinum MasterCard® with the [redacted] Federal Savings Bank.   Unfortunately, [redacted], of our staff, was unsuccessful in...

her attempts to contact you by telephone.  However, Ms. [redacted] conducted a thorough review of your account and was unable to confirm your allegations that the credit card was opened fraudulently or that you were a victim of identity theft.  We have uploaded copies of two convenience checks with your signature to your documents on [redacted].com.   Mr. [redacted], we are confident that we are accurately reporting your account activity to the consumer reporting agencies.  As such, in accordance with the Fair Credit Reporting Act, we are unable to honor your request to remove any adverse information we reported.  Should you have additional questions or if you would like to discuss this further, Ms. [redacted] remains available to assist you at ([redacted]) [redacted] ([redacted]) or ([redacted]) [redacted], Extension [redacted]7.   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.

January 31, 2018
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your October 15, 2016, automobile insurance claim.
We have responded to the Revdex.com on two occasions, and a detailed response has also been sent to the Florida...

Department of Insurance. Mr. [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 disagree with your allegations of impropriety.
Thank you for allowing us another opportunity to review your concerns; however, we consider this matter closed.
Sincerely,
[redacted]

March 22, 2017
Specialist [redacted], USA
Complaint ID #: [redacted]
Dear Specialist [redacted]:
I am responding to your submission regarding the USAA Federal Savings Bank decision to close your deposit accounts.
USAA was founded on four core values – service, loyalty, honesty,...

integrity. These values guide all of our business decisions, and our members have come to expect them in everything we do. 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 breach those values. 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.
[redacted], of our staff, was unsuccessful in her attempts to reach you by phone; however, she conducted a thorough review of your accounts. She confirmed that our decision was made as a result of the history on your account, and based on the documentation we have, the previous decision will remain. Your savings account has an overdrawn balance; therefore, a reimbursement is not warranted.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

September 6, 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.
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your...

concerns. Nonetheless, after a thorough review, she confirmed your charged off accounts were covered under the bankruptcy and you do not owe for the balances. Therefore, on August 30, 2017, your funds were returned to your newly opened accounts. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted] I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). I regret any inconvenience you experienced as we strive to provide quality service to our entire...

membership. According 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' the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities." As such, an investigation was initiated and your account was placed in a credits-only status to prevent further unauthorized transactions. Following the investigation, your account was credited for the amount of unauthorized activity and was placed in a normal status. [redacted], of our staff, was unsuccessful in reaching you by telephone. Ms. [redacted] did not identify any late fees that were assessed to your USAA checking account. However, if any late fees were incurred externally and if you have additional questions, Ms. [redacted] remains available to assist you and can be reached at [redacted] 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.
Regards,
[redacted]

December 21, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding payments initiated through USAA’s Web BillPay service. Thank you for speaking with [redacted], of our staff, about your concerns.  Mr. [redacted]...

confirmed that your payments were returned due to insufficient funds in your checking account.  No system issues have been identified; however, as a courtesy, Mr. [redacted] refunded two $29.00 nonsufficient funds fees to your account.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

December 8, 2017Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit accounts with USAA Federal Savings Bank (FSB). Our records show that you previously owned a deposit account with the FSB in August 2011 that was charged...

off.  When you established your two new checking accounts in November 2017, funds in those accounts were used to pay the charged off balance.  As stated in the Depository Agreement and Disclosures (DAD), which you received when you opened your accounts and is available on usaa.com, you agree that the FSB may, without prior notice or demand, apply or setoff the funds in your account at any time to pay any debt, whether direct or indirect, that you have with the FSB.   You also made several funds transfers and deposited a check through Deposit@Mobile to your accounts.  Each of these deposits were returned due to insufficient funds.  The DAD states that the FSB will hold the funds for up to seven business days from the date of deposit to allow the deposited item to clear the paying bank.  These holds are placed due to your recent deposits having been returned due to insufficient funds.  If you maintain a history of no negative activity in all active accounts, the hold restriction can be removed.  There is no restriction on your ability to transfer funds from another financial institution.  There will be holds, however, on the deposits. Sandra Moreno, of our staff, was unsuccessful in her attempts to contact you; however, she remains available should you have any additional questions. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

February 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank.
We appreciate you speaking with [redacted], of our staff, about your concerns. As Ms. [redacted] explained, we...

have thoroughly reviewed this matter, and our position remains unchanged. If you have any additional questions, Ms. Padron remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

January 12, 2018 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your auto loan and deposit accounts with the USAA Federal Savings Bank (FSB). Payments to your auto loan were processed from your deposit account in...

accordance with the FSB’s Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available for review at usaa.com.  The section of the DAD titled “Setoff and Security Interest” maintains, “You agree that FSB may, without prior notice or demand, apply or setoff the funds in your account (and accounts you own with others) at any time to pay any debt, whether direct or indirect, that you have with FSB, and/or any fees or service charges owed to FSB.  In addition to its rights under the law (called ‘setoff’), you grant FSB a security interest in each account to secure such debt, as it may arise.”   The funds applied to your auto loan on January 3, 2018, secured the past-due amount for the months of October, November, and December 2017.  A letter with additional information was mailed to your address on file on January 4, 2018. [redacted] and [redacted], both of our staff, were unsuccessful in reaching you to discuss your concerns.  If you have further questions, Mr. [redacted] and Ms. [redacted] remain available to assist you. We appreciate you allowing us to reply to you.   Sincerely,  [redacted]

November 19, 2015Mr. [redacted] Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding the deposits you mention.  It is important to note that USAA Federal Savings Bank conducts business in keeping with USAA’s core values of service, loyalty, honesty, and...

integrity.According to our records, the holds were placed in accordance with the Funds Availability section of the Depository & Agreement Disclosures document you received when the account was established.  [redacted], of our staff, has been unsuccessful in her attempts to reach you to discuss your concerns.  She may be contacted at [redacted].  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 if the bank follows through.
I will contact the person named by the bank if the problem continues.
Regards,
[redacted]

May 12, 2017
Staff Sergeant [redacted], USA
Complaint ID #: [redacted]
Dear Sergeant [redacted]
I am responding to your submission regarding deposit account with USAA Federal Savings Bank. I regret any frustration you experienced as we strive to provide quality service to our entire...

membership.
Thank you for speaking with [redacted], of our staff, who clarified the status of your account. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 11, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the hold placed on your recent deposit. We regret any frustration you experienced, and we appreciate the opportunity to clarify our actions.
It is important to note...

that the 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 when they establish a deposit account and is available for review on usaa.com. The DAD states the FSB can place a hold on funds for up to seven business days from the date of deposit. In some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant.
Thank you for speaking with Sandra Moreno, of our staff, who thoroughly researched your concerns and confirmed that the hold was appropriate and there were no fees charged to your account as a result of the hold. Please note that to avoid holds in the future, you may consider utilizing direct deposit or wire transfers.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Good afternoon,      I received for the second time a call from USAA, and I feel these calls are made on the sole reason that the Revdex.com is sending complaints your way. I do not feel it is any way because you care for your customers as all these phone calls are solely made to tell me how USAA feels they are right in this situation. Whatever happened to the customer is always right? We were forced to wait the 1 week period solely because we usually do not keep that much money in this account and for that it saddens me this occurs to hard working members of our armed forces. These concerns are now not to obtain our money as you would not budge any for your customer. I understand that you have a legal right but how is the appropriate thing to do to your customers. I think everyone considering USAA has the right to know of what you are legally able to do. You could have easily resolved this and kept us as your customers for life however instead you insisted to stand your ground without helping us in the least and now as a result have lost us over 2000 dollars. As you have most noticeably made aware, you notice how much money we have in our accounts. I hope you now notice all of our savings and checking accounts are now 0.00 as they have been moved elsewhere. You also will notice a letter from [redacted] where we are moving our college savings money from USAA to them along with us pulling our insurance from you all as well coming soon in the next few days.
Regards,
[redacted]

May 22, 2015 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your auto loan with the USAA Federal Savings Bank. We responded to your complaint on May 15, 2015. 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; however, we consider this matter closed. Sincerely, [redacted]

March 20, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your credit card and deposit account. I regret the frustration this situation caused you.
Thank you for speaking with [redacted], of our staff, who confirmed your credit card is closed.
[redacted], of our staff, completed a thorough review of your deposit account and determined the restrictions will remain. If you have additional questions, Ms. [redacted] remains available to assist you at ([redacted], or ([redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
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.

February 4, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding a $29.00 NSF fee assessed to your USAA checking account ending in 6997. Our records reflect on January 25, 2016, a $0.23 PayPal Automated Clearing House (ACH) transaction...

attempted to debit your checking account. The funds available that day were insufficient as reflected in your account history. Therefore, in accordance with the Depository Agreement and Disclosures, which is provided when an account is opened and is available for your review on usaa.com, a $29.00 NSF fee posted to your checking account the following business day. As the fee was assessed appropriately, we respectfully decline your request for reimbursement. Please note that your January 26, 2015, funds transfers did not impact the available funds when the ACH attempted to debit your checking account the previous day. I understand that this information was relayed to you by telephone on January 27, 2016. Should you have any questions, [redacted], of our staff, remains available to discuss this matter with you, and he can be reached [redacted]. Thank you for allowing us to review your situation and 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.
Regards,
[redacted]

April 13, 2017   Mrs[redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]   I am responding to your submission regarding our Deposit@Mobile service.  We regret any frustration this matter may have caused you.   Unfortunately, Roxanne [redacted], of our staff, was...

unsuccessful in her attempts to contact you; however, she confirmed that the mobile deposit and assessed fees were credited to your account.  Should you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]