Robert W. Carpenter, Esq.

October 17, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr[redacted]:
I am responding to your submission regarding a mortgage loan.
Thank you for speaking with [redacted], of our staff, who addressed your concerns. Our records show that the initial disclosures issued for your loan...

stated the type of loan was not serviced at USAA and would be assigned, sold, or transferred to a third party for servicing. Additionally, the final closing package indicated the third party would be U.S. Bank. Please know that the USAA Federal Savings Bank follows all banking regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 28, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your USAA Savings Bank credit card.  I regret any inconvenience this has caused.   Thank you for speaking with [redacted], of our...

staff, who reviewed your account and confirmed that you were given incorrect information and coaching would be provided.  I understand she explained that your credit card would remain closed; however, she offered to credit your external checking account for the $540.00 payment you made.  As of November 23, 2016, the request was processed to return these funds to your account.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]   Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

August 23, 2017
Sergeant [redacted] Sergeant [redacted]
[redacted]
Dear Sergeants [redacted] 
I am responding to your submission regarding the direct deposit from the Department of Treasury, which posted to the 6108 checking account with the USAA Federal...

Savings Bank (FSB).
As [redacted] of our staff, confirmed $11,226.00 was deposited via the Automated Clearing House system on March 7, 2017. Our records indicate that on March 8 and March 15, 2017, [redacted] transferred $1,700.00 and $8,000.00 to her other checking account ending in 6116. Consequently, when the FSB received the indemnification from the IRS on May 2, 2017, the funds were not available to fulfill the return. Therefore, the FSB responded to the IRS accordingly. The FSB also confirmed no fraudulent activities on the accounts and no account restrictions at the time of the transfers.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

June 23, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the USAA Federal Savings Bank (FSB) hold policy. As stewards of our members’ financial security, the hold policy is put in place to protect both you and USAA from potential...

losses. For your reference, the Funds Availability policy is outlined in the Depository Agreement and Disclosures (DAD), which is provided to all accountholders and available on usaa.com. As [redacted], of our FSB staff, indicated in her email to you, consistent with the DAD and federal regulations, the FSB may make funds deposited in an account by cash not made in person to an FSB employee, such as through an ATM, available for withdrawal no later than the second business day after the banking day on which the cash is deposited. Should you wish to discuss this matter further or have any questions, Ms. [redacted] is available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

December 19, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the holds placed on deposits into your USAA Federal Savings Bank checking account.   Thank you for speaking with [redacted], of our staff, who...

explained USAA’s hold policy, which states that a hold may be placed on a deposit to allow the bank to collect the funds.  Ms. [redacted] advised that a positive account history would reflect on the holds placed on deposits.  If you have any additional questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
 
I am rejecting this response because:USAA still needs to respond with the facts and truth.  Its not up to you to close the case. I asked for underwriting /and or banking personal to contact me, so far no-one has not.  I need to discuss my personal concerns with the person(s) who reviewed my application the first time and the second time when the retirement income was added.   That has been my request from the beginning and its my right to speak with the personnel involved . 
Regards,
[redacted]

November 4, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your USAA Federal Savings Bank checking account.    We responded to your complaint on November 3, 2016.  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]

October 18, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your loan applications.
Thank you for speaking with [redacted], of our staff, who addressed your concerns. Please know that USAA does not offer a debt...

consolidation program; therefore, you would need to qualify per your credit history. Additionally, we are unable to remove the credit inquiries as you authorized them upon applying. 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 of the following oversights:1. On July 16th I did speak with [redacted], she actually called me when I was at the title company closing on my home for the second time because of all the mistakes that were made. During this phone call I conveyed to Ms. [redacted] that we still did not have the final HUD for my home. It made me very uncomfortable signing the closing documents for the second time and still, still not having all the required paperwork. This was incredibly frustrating. Ms. [redacted] was very attentive to my needs and told me to give her a few minutes that she would call me back with the status of my final HUD. She eventually did call me back to let me know that it was still in progress. I had long finished signing my closing documents before I received my final HUD, at around 9pm that night. I was then told I needed to sign the HUD and have it scanned to the title company ASAP, which I did.2. On July 16th, during my call with [redacted], she assured me that I would be receiving an email from her updating me on the status of my complaint sometime during the week of July 20th. I never received that update. The only update that I have received has been an email from the Revdex.com saying that I have a message on August 3rd. I have read USAA's response to my complaint, but have yet to receive any follow up from USAA about a possible resolution. Their email states [redacted] will be contacting me, I have yet to receive any calls.
Regards,
[redacted]

[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your personal loan with the USAA Federal Savings Bank (FSB).
A thorough review of your loan payment history showed that multiple payments were returned since...

the loan was initiated in February 2015, which led to it being sent for collections in September 2015.  Although our records confirm that a $500.00 payment was received for your auto insurance policy on January 21, 2016, the payment was later returned as it was not cleared by your financial institution.  This payment had no impact on your loan being sent to collections.  The loan currently reflects as paid in full as of January 28, 2016, and we must wait ten business days to ensure the final payment clears. 
It is important to note that the FSB complies with all applicable banking regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity.  The FSB is accurately reporting your loan payment history to the consumer reporting agencies.  Therefore, we respectfully decline your request to make any changes to the account reporting.  If you have any additional questions, [redacted], of our staff, is available to assist you and can be reached at [redacted]. 
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the two corporate people assigned to my case have conflicting stories. One said I gave my information to someone when I did not and the other wanted me to send him proof of the bank statement and check inof from where the check came from.  They both have addressed two different things and when speaking to the lady she wouldnt give me pertinent information. Like she was hiding something.  She wouldnt give me the proof that I intentionally gave my info out. And the other guy never said that. Then lied and said someone told me on the 12th of september. lies all lies.. she refused to give me any information. 
Regards,
[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 frustration you experienced as we strive to meet the needs of 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 deposit accounts were placed in a credits-only status to prevent further unauthorized transactions. On April 25, 2016, your account was placed in normal status and your access was restored. We also enabled an additional level of authentication for security purposes. [redacted], of our staff, was unsuccessful in reaching you by telephone. A review of the account activity while it was frozen did indicate that the preauthorized payments were sent, and no late fees were assessed on the account. If you incurred late fees with external third parties, please submit the documentation for consideration. If you have additional questions, Ms. [redacted] can be reached at [redacted] We appreciate you allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:The statement USAA makes is untruthful at best. USAA insist no tracking information was provided, however, it was provided in the two hour long phone call with USAA representatives. My billpay company also provided this information twice in conference calls and a fax(with myself and USAA representatives) attempting to reclaim the misappropriated funds. After 60 days attempting to work with what seemed to be untrained customer service representatives(CSR), I filed a complaint with the Revdex.com (Revdex.com). Only after the second complaint to the Revdex.com, did USAA respond. They informed my I would have the complaint resolved by close of business, and they did just that. The CSR explained the misappropriated funds had been applied to my insurance policy. Never once, did USAA communicated this, as I had already sent the payment in to USAA to cover the missing funds. It should have been my choice of how to apply my funds or if I wanted it returned to me. USAA also stated that it was on my next billing statement which arrived about 6/15/2015. I can scan that document to prove otherwise, it did appear on my 7/15/2015 statement(did I mentioned this went on 60 days), however the statement is very cluttered and confusing showing three credit references, which are payment applied to the account. Had USAA addressed my concerns with a trained CSR, countless hours of wasted time and effort could have been prevented. USAA customer service has continued to spiral downhill, and service members are no longer a priority. I would have expected USAA to provide true customer service, not hide the facts.                     
Regards,
[redacted]

March 7, 2018 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding collection attempts on a USAA 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, [redacted]

November 7, 2016   [redacted], USA Complaint ID #: [redacted]   Dear [redacted]   I am responding to your submission regarding your new USAA Federal Savings Bank Visa debit card.  Thank you for corresponding with J[redacted], of our staff, who...

confirmed your APO address so that a new card could be sent to you.  I understand that he informed you that your USAA MasterCard has been extended to remain active until January 6, 2017, so that there will be no interruption for you.  If you have any other questions, Mr. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,  
[redacted]

September 27, 2017
Mrs. [redacted] Complaint ID #: [redacted]  
Dear Mrs. [redacted]:
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank.
[redacted], of our staff, conducted a thorough review of your member profile and determined...

that there was a duplicate member number established under your maiden name. That profile has been rescinded and the associated account number has been linked to your current profile. Should you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

April 27, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). I regret the frustration you experienced when you contacted us regarding the pending hold on your debit card as we...

strive to provide quality service to our entire membership. Our employees are expected to be courteous and to handle matters in a proficient manner. Coaching has been provided to those involved to ensure other members do not have a similar experience. Thank you for speaking with [redacted], of our staff, who addressed your concerns and explained that a thorough investigation into this matter is ongoing. [redacted] confirmed the authorization hold has been released. She will also continue to monitor the investigation to its conclusion and follow up with you. If you have any additional questions or concerns, [redacted] remains available, and she may be reached at [redacted] or ###-###-####, Extension [redacted]. We appreciate the opportunity to respond to you. Sincerely, [redacted]

October 21, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding the USAA joint checking account ending in [redacted]. I understand that you spoke with [redacted], of our staff, again and that she provided you with the written account confirmation information you were seeking. Should you need any additional assistance, Ms. [redacted] remains available. Thank you for allowing us to review your concerns again and to respond to you. Sincerely, [redacted]

October 19, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. Davis: I am responding to your submission regarding your automobile and homeowners claims. Thank you for speaking with [redacted], of our Claims staff, who discussed the rental coverage with you and provided you with the...

information you requested. In addition, I understand that an inspection of your home will be scheduled. It is important to note that we conduct business in keeping with USAA’s core values of service, loyalty, honesty, and integrity. If you have any further questions, Mr. [redacted] remains available to assist you. I appreciate you bringing your concerns to our attention and allowing us the opportunity to reply. Sincerely, [redacted]

December 8, 2015
[redacted]Complaint ID #: [redacted]Dear [redacted]: I am responding to your submission regarding the processing of debit card transactions. Our records reflect that on November 16, 2015, a transaction, which you have identified as fraudulent,...

force debited your account. This meant that there was no initial or pre-authorization, or pending status, prior to the funds being debited. As such, subsequent Automated Clearing House (ACH) transactions and checks attempted to debit your account and were returned due to nonsufficient funds (NSF). Our records reflect that a provisional credit for the specified transaction has posted to your account and that you received credit for four NSF fees. [redacted] of our staff, was unsuccessful in speaking with you to address your concerns. Should you have additional questions, please contact [redacted].We regret any frustration and inconvenience this matter has caused you. Thank you for allowing us to research your concerns and reply to you. Sincerely,
[redacted]