Robert W. Carpenter, Esq.

Tell us why here...July 31, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the bankruptcy filing as it relates to your daughter’s loan.
Thank you for speaking with [redacted], of our staff, who thoroughly...

reviewed your concerns. As she confirmed, the information provided to you was accurate and the loan was appropriately charged off as part of the bankruptcy. Since the loan amount was subsequently satisfied, Ms. [redacted] has submitted a request to have the adverse information removed from your daughter’s credit report. We ask that you allow 30 to 45 days for the information to be updated with the consumer reporting agencies.
If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

June 2, 2015 Mrs. [redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding your deposit account with the USAA Federal Savings Bank (FSB). We responded to your first complaint on May 19, 2015. While we recognize that you disagree, we feel confident that the correct information has been relayed to you. Your daily deposit limit for remote deposit capture services and the amount of deposited funds placed on hold are not related. As previously advised, hold details are displayed after a check is deposited, and the FSB’s Funds Availability policy can be found in the Depository Agreement and Disclosures (DAD). The FSB handles deposits in accordance with regulations and the DAD. Our records reflect that the FSB has made prior exceptions and released holds on your deposited funds, but we were unable to accommodate this request due to your account activity history. The FSB accepts cash deposits at select ATMs, and the FSB has never offered the option to deposit cash via Easy Deposit at The UPS Store®. Mrs. [redacted], our decisions and business processes are not made without careful consideration. Thank you for allowing us to review your concerns again. We do appreciate your feedback; however, we consider this matter closed. Sincerely, [redacted]

May 27, 2015 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank Secure Checking account. 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, [redacted]

October 30, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding your restriction to usaa.com.  We understand each person has a unique financial situation and that certain life events outside of his or her control may cause...

difficulties.  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 do not meet certain obligations with us.  To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has caused USAA to suffer a financial loss.  We believe it is in the best interest of the association to limit access to usaa.com.  While the restrictions are in place, you may conduct business for your existing USAA accounts with a limited version of the website, on the voice response system, with a representative, or by postal mail.  We respectfully decline your request to restore full access to usaa.com.Thank you for speaking with [redacted], of our staff, about your concerns.  While we regret this was not the response you were seeking, we trust you understand our position.  We appreciate the opportunity to reply to you.  Sincerely,[redacted]

October 25, 2016   Major [redacted], USAF (Ret.) Complaint ID #: [redacted]   Dear Major [redacted]:   I am responding to your submission regarding your automobile policy.   I understand you spoke with [redacted], of our staff, who confirmed your BMW was removed effective...

March 20, 2016, or the day after the loss occurred. In addition, Mr. [redacted] confirmed that your auto policy premium adjusted to reflect the removal of the vehicle.  I regret any frustration this situation caused you, and I hope that this reply reassured you that your satisfaction is important to us. If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you bringing this matter to our attention and allowing us to respond.    Sincerely,   [redacted]

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I am responding to your submission regarding your checking account with the USAA Federal Savings Bank.
We regret any difficulty you may have experienced with this matter.  [redacted], of our...

staff, attempted to contact you to assist with your request in paying the balance owed to your checking account.  Ms. [redacted] remains available to provide you with options on how to make the payment and can be contacted at [redacted].
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your auto loan and your claim for coverage under the USAA Premium Single Debt Protection plan.
Our records confirm that you also filed two complaints with the Consumer Financial...

Protection Bureau (CFPB). We will respond to the CFPB accordingly.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

September 3, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding your deposit accounts with the USAA Federal Savings Bank. While we recognize that you disagree with our response, 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 were unable to confirm any unreturned calls to you from [redacted]; however, she remains available to assist you. We appreciate the opportunity to review your concerns for a second time; however, we consider this matter closed. Sincerely, [redacted]

March 1, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your mortgage which is serviced by Nationstar Mortgage (NSM).  I regret any frustration this matter has caused you.   Thank you for speaking with...

[redacted], of our staff, who reviewed your account carefully.  I understand that he confirmed that NSM updated your insurance company and you were issued a refund from USAA Property and Casualty and used it to pay the insurance premium with your new insurance provider.  NSM verified that your property taxes increased, which resulted in a higher monthly payment, and when an escrow analysis was completed on January 30, 2017, it revealed that this increase led to the escrow shortage.  On             February 27, 2017, another escrow analysis was completed once the insurance line was updated and this reduced your payment to $1,581.86, effective March 1, 2017.  As Mr. [redacted] advised, the escrow analysis was posted on usaa.com for you, and an additional copy was sent in the mail.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

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I am responding to your submission regarding your eligibility for new accounts with the USAA Federal Savings Bank (FSB) and issues with your online access.  I apologize that you did...

not receive a follow-up call in February 2016, as your request for assistance was misdirected.
 
To the extent allowed by law, USAA exercises the right to restrict website access and the opening of new accounts after the FSB has suffered a financial loss.  Based on your account history, your checking account was charged off in November 2008 due to an overdrawn balance lasting longer than 41 consecutive days, and the joint youth savings account became inactive after 365 days of non-activity.  The restriction with the FSB will be in place until June 15, 2019.  If you are still experiencing difficulties logging into your account, please contact our Website Customer Support team at [redacted], of our FSB staff, was unsuccessful in his attempts to reach you by telephone.  If you have additional questions, he remains available to assist you and can be reached at the same number listed above, Extension [redacted]. 
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

December 30, 2015
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank.
As Renee Quintanilla, of our staff, advised you, credits for the fraudulent transactions were applied...

to your account on November 18, 2015.  Should you have further questions, Ms. [redacted] remains available to assist you.
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

March 19, 2018
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your funds transfer.
We responded to your complaint on March 13, 2018. 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 6, 2015 [redacted]
[redacted]
Dear Sergeant [redacted]: I am responding to your submission regarding your joint checking account and USAA credit card with the USAA Federal Savings Bank. Thank you for speaking with [redacted], of our staff, who...

confirmed that your checking account transactions were handled appropriately and that the system upgrades implemented to usaa.com did not impact the return of your mortgage payment. Therefore, we are unable to honor your request to refund NSF fees. Although we have no record that you previously requested to cancel the Debt Protection Program on your credit card account, as Ms. [redacted] advised you, we have canceled coverage and refunded you for the monthly premiums you were charged from January to September 2015, as a courtesy. If you have any further questions, Ms. [redacted] remains available to assist you. 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.

January 11, 2018   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your USAA Federal Savings Bank loan account.  We regret any frustration this may have caused you.    Thank you for speaking with [redacted]...

[redacted], of our staff, who reviewed the payments that had posted to your account with you.  He provided USAA’s fax number so that you could submit documentation from your financial institution for the missing payment.  We respectfully decline your request to remove the tradeline from your credit report, as no bank error occurred.  If you have any additional questions Mr. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

April 28, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the debt protection plan included with your auto loan. I regret the frustration this situation caused you.
Thank you for speaking with [redacted], of our...

staff, who reviewed the matter. As discussed, we waived a total of $60.00 in debt protection plan fees on March 13, 2017, upon cancellation of the plan. As there was no USAA error identified, we respectfully decline your request to further refund any debt protection plan fees. Additionally, we confirmed your auto loan was paid in full on April 13, 2017. If you have any additional questions on this matter, Ms. [redacted] remains available to assist you.
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. Everything was fixed a few days after I sent this letter. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: that is an unfair offer. 
Regards,
[redacted]

March 13, 2017
Chief Petty Officer [redacted], USN
Complaint ID #: [redacted]
Dear Chief [redacted]:
I am responding to your submission regarding your mortgage. I regret the frustration this situation caused you.
Thank you for speaking with Heather Cox, of our staff, who determined your...

payments within your trial period plan with [redacted] were completed before the servicing transfer to [redacted] however, [redacted] required a final modification. As discussed, once the modification is processed and finalized, the status of your account will be brought current. If you have additional questions on this matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 21, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your credit card account with the USAA Savings Bank.   Thank you for speaking with [redacted], of our staff, who refunded the remaining late fee amount of $285, confirmed the credit bureau updates would take up to 45 days to complete, and verified the minimum payment due to bring the account current.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to review your concerns again and reply to you.    Sincerely, [redacted]

September 2, 2015 [redacted]
[redacted]
Dear [redacted]: I am responding to your submission regarding the handling of your mortgage loan application. Our employees are expected to be helpful and to communicate any necessary information to our...

members, and I regret any inconvenience you encountered. We appreciate your feedback and have shared it with the appropriate parties. We thoroughly reviewed your concerns and determined that we did not receive the Lender’s Notice of Value reflecting the pending litigation until July 1, 2015. Once we received the notice, we notified all parties involved of the condition. Per your request, [redacted], of our staff, sent you an email message indicating that we would reimburse you for the fees (or points) you were charged for the two rate lock extensions, as a courtesy. We ask that you allow up to 30 days for the refund to be processed. A refund for the wire transfer fee posted to your USAA savings account on August 4, 2015. Should you have any further questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]