Robert W. Carpenter, Esq.

Ms [redacted] Complaint ID # [redacted] Dear Ms [redacted] : I am responding to your submission regarding the draft for the funds in your parents’ deposit account with the USAA Federal Savings Bank (FSB)We regret any frustration this matter caused you Thank you for speaking with [redacted] of our FSB staff, who was able to accommodate your requestI hope that your conversation with Ms [redacted] reassured you that your satisfaction is important to usThe check for the closure of the account was issued on August 14, 2017, and sent via expedited deliveryIf 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 still lies about why I am "Not a desirable customer." They told me this is due to having horses I have friends that have horses and use USAA Hopefully they removed [redacted] the underwriter from their company for her lies and hanging up on me in Upgrading a system and sending out bogus statements and bills it a horrible way to run a business I would never tolerate a business doing that or would I do that to any customers of mine Regards, [redacted]

September 8, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] ***: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank Thank you for speaking with [redacted] ***, of our staff, who explained the account activity that led to the overdrawn balanceIf you have any other questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

November 10, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank Thank you for speaking with [redacted] , of our staff, who addressed your concernsAs discussed, your account was closed and a check sent to your address on fileIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

July 16, [redacted] Dear [redacted] : I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB)Our employees are expected to be professional and courteous at all times, and I regret if this was not your experienceAccording 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' (or place a hold on) 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 statusPlease know that the DAD also notes that the FSB may, without prior notice, apply or set off the funds in an account at any time to pay any debt, whether direct or indirect, with the FSBThank you for speaking with [redacted] , of our staff, who reviewed your account activity with you and explained that as a result of our investigation, we have determined that you are responsible for the negative account balanceShould you have any further questions about this matter, Ms [redacted] remains available and can be reached at [redacted] We appreciate you allowing us to reply to you; however, we respectfully decline your request for reimbursementSincerely, [redacted]

September 25, [redacted] Dear Mr [redacted] : I am responding to your submission about the handling of your debit card disputeWe strive to provide quality service to our entire membership, and I regret any frustration or inconvenience you have experienced Thank you for speaking with [redacted] ***, of our staff, about your concernsI understand that Ms [redacted] confirmed all six charges have been credited back to your account, three of which are permanent and the remaining three credits are provisional as we await a response from the merchantMs [redacted] also ordered a new debit card and explained that future charges could not be prevented as they are not coded as recurringShould you require any additional assistance, Ms [redacted] remains available, and she can be reached at [redacted] Thank you for allowing us to reply to youSincerely, [redacted]

December 23, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. ***: I am responding to your submission regarding your checking account. I apologize for any frustration or inconvenience this situation may have caused you. Thank you for speaking with [redacted] of our USAA Federal Savings... Bank staff. We confirmed a check for the balance in the account was delivered to your address of record on December 19, 2015. We appreciate the opportunity to review your concerns, resolve the matter, and respond. Sincerely, [redacted]

July 31, [redacted] Dear [redacted] ***: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB) Our employees are expected to be courteous and informative, and I regret if this was not your experience 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' (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities." On July 14, 2015, an alert was sent to your telephone number on record to request verification of transactions Within an hour, the FSB received confirmation that the transactions were valid Two days later, you alleged that recent account activity was fraudulent As such, an investigation was initiated, and your deposit accounts were placed in a credits-only status I understand you spoke with [redacted] ***, of our staff, who explained that as a result of our investigation, we have determined that you are responsible for the negative account balances Should you have any further questions about this matter, Mr [redacted] remains available and can be reached at [redacted] Please note that 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 engaged in fraudulent activity and caused USAA to suffer a financial loss Thank you for allowing us to review your situation and to respond to you Sincerely, [redacted]

June 30, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank On June 19, 2017, you transferred $to your account and completed multiple debit card transactions, two of which were pendingPlease note that pending debit card purchases lower the available account balanceDuring overnight processing, an Automated Clearing House (ACH) transaction attempted to debit your account but was returned due to nonsufficient funds (NSF)On June 20, 2017, a $NSF fee was assessed, and the pending debit card transactions were posted to the account On June 21, 2017, you requested that the NSF fee be waivedWe declined your request, explained the NSF fee was assessed because there were not sufficient funds in the account to cover the ACH transaction, and advised you could add overdraft protection to your accountYou can also set up mobile or email alerts to help monitor the account balance We confirmed that the NSF fee was assessed in accordance with the Depository Agreement and Disclosures and the accompanying Service Fee Schedule, which are provided to account holders, and we respectfully decline your request to waive the fee [redacted] , of our staff, was unsuccessful in her attempts to reach you to discuss your concernsIf you have any other questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

October 19, Staff Sergeant [redacted] ***, USMC Complaint ID #: [redacted] Dear Staff Sergeant ***: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB) I apologize for the frustration you experienced as we strive to provide quality service to our entire membership, and feedback about your situation has been shared with the appropriate areas Thank you for speaking with [redacted] , of our FSB staff, who confirmed the negative reporting has been removed and your membership reinstated Unfortunately, the checking account that was charged off cannot be reopened but you can open a new account If you have additional questions, Mr [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: I was told by the Director at Money Gram that the funds were sent back to USAA and available in the FEDS systemI wasbeven goven a reference number for USAA to request the fundsMy number hasn't changed and I have not received any phone calls from USAA not EmailsI drove an hour away just to speak to someone in person and they spoke to the MoneyGram director and I was told there was nothing they could do for meMy money is someone and I have not tried to cash a shredded money order at another institution Regards, [redacted]

July 9, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your second submission regarding the Extended Vehicle Protection plan for your auto loan with the USAA Federal Savings BankWe responded to your complaint on June 29, While we recognize that you disagree, we feel confident that the correct information has been relayed to youNo new information has been presented that would warrant a change in our positionWe appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, [redacted]

October 6, [redacted] Dear Ms [redacted] : I am responding to your submission regarding the handling of your automobile loanWe strive to provide quality service to our entire membership, and we appreciate the opportunity to review the matterOn July 24, 2015, we funded an automobile loan ending in ***Please refer to the Addendum to Note, Disclosure and Security Agreement for your specific loan termsThank you for speaking with [redacted] , of our staff, who confirmed the additional payment was mailed to the dealershipShould you have any further concerns, Ms [redacted] remains available to assist youThank you for allowing us to replySincerely, [redacted]

June 4, [redacted] ***Complaint ID #: [redacted] [redacted] : I am responding to your submission regarding the $legal process fee assessed to your checking account with the USAA Federal Savings Bank (FSB) Our records reflect that on May 16, 2015, the FSB received an Order to Withhold Personal Income Tax from the State of California Franchise Tax Board under your name Therefore, a hold was placed on your checking account for the lien amount, a notice was mailed to you, and a $fee was assessed Between May and June 1, 2015, the FSB received requests from the State of California Franchise Tax Board to release the levy The lien amount on hold was released As stated in the FSB's Service Fee Schedule, a legal process fee up to $will be charged for processing any type of garnishment, tax levy, or other legal order against an account, whether or not funds are actually paid [redacted] , of our FSB staff, thoroughly reviewed this matter and attempted to reach you to discuss your concerns As a courtesy, the FSB opted to issue a refund for the full amount of the fee, and the credit posted to your account on June 1, If you have any additional questions, Mr [redacted] remains available to assist you, and he can be reached at *** [redacted] [redacted] Thank you for allowing us to reply to you Sincerely, [redacted]

August 6, [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB)The FSB handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.comThe DAD states that all deposits made through remote deposit capture services, which includes USAA Easy Deposit, are subject to a hold for up to seven business days from the date of depositIn some instances, funds may be available sooner based on such factors as creditworthiness, the length and extent of your relationship with the FSB, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevantFurther, usaa.com notes that funds deposited using USAA Easy Deposit are subject to a hold and may not be available for immediate withdrawalThank you for speaking with [redacted] , of our staff, who advised you of the FSB’s hold policy and explained what type of deposits are not subject to a holdI understand your deposit hold expired on July 25, While we regret the inconvenience you experienced, the FSB adheres to our core values of service, loyalty, honesty, and integrity, and we do not engage in illegal business practicesWe appreciate you allowing us to reply to youSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I would like to see the emails that were sent on the dates listed aboveAccording to my records that information is faultyAlso I was only given a day to correct this? When it was USAA's lack of communicationI need more information Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I have attempted to contact their contact person and left messages as instructed at extension [redacted] and no further attempts were made to contact me to resolve this issue Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: You are giving me the same response with no justification At first you said we will pay you then you say its a federal law that prohibits us from paying you now the response is about treating your members consistently By financing a mortgage through usaa I was not provided the level of service that I paid for In usaa's last communication with me they stated that they want to treat their members fairly Do you tell all of your customers that you will compensate them for something and then decide to not pay them? Do you tell them it is a federal law that you can't reimburse them when you can't provide that law? If you do not treat your other customers this way then I should be compensated for what usaa said I would be compensated for I need one of the two following things Compensation or the federal law that prevents you from paying me Regards, [redacted]

May 21, Sergeant First Class [redacted] , USA Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding your checking account with the USAA Federal Savings Bank and your Subscriber’s Savings Account (SSA) [redacted] ***, of our staff, was unsuccessful in her attempts to reach you to discuss your concerns with the deposit holdA thorough review of your account was completed and it was determined that the hold was applied appropriatelyThe FSB handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to account holders and is available for your review on [redacted] The DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as USAA Easy Deposit, for up to seven business days from the date of depositIn 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 relevantWith regard to your insurance policies, I understand that [redacted] , of our staff, spoke with you about the insurance premium and explained the increase to your monthly paymentShe also discussed the SSA distribution guidelines [redacted] remains available should you have any further concerns [redacted] may be reached at [redacted] ***) or ###-###-####, Extension [redacted] should you wish to discuss the checking accountSergeant [redacted] , it is important to note that USAA acts in accordance with our core values of service, loyalty, honesty, and integrityWe appreciate the opportunity to reply to youSincerely, [redacted]

December 27, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your structured settlement payment from your USAA Income AnnuityI regret any inconvenience you may have experienced Thank you for speaking with *** [redacted] , of our staff, regarding your accountI am pleased to learn that that the funds have been credited to your accountShould you have additional questions, Mr [redacted] remains available to assist you Thank you for allowing us to reply to you Sincerely, [redacted] ***