Robert W. Carpenter, Esq.

October 7, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your savings 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]

Mr. [redacted]. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB). Our records reflect that you established a checking and a savings account online with the FSB on May 5, 2016. The accounts were...

funded with deposits from an external account totaling $175.00. On May 27, 2016, you opened another checking and savings accounts online. The new accounts were funded with deposits from an external bank for $86,000.00 and $89,000.00, respectively. On June 6, 2016, the FSB required that you provide identification documents to verify your identity. While waiting for the proper documents, the funding deposits from your external bank totaling $175,000.00 were returned unpaid. On June 21, 2016, you spoke with an FSB representative and were advised that the FSB was exercising its right to discontinue its business relationship with you. Any remaining funds in the accounts you established on May 5, 2016, will be returned to you. We appreciate the opportunity to review this matter and respond. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:  dear USAA,, first I would like to say that I actually did not open any account with you from the start. That is what over almost 3 years ago was about. Your company repeatedly told me that they would help me fix this issue and look into it I did everything they asked me to quit fighting with police hold on a regular basis to find updates tried to talk to the fraud department for 6 months your company said that they were working with me. It was found out thats your company never intended to actually work with me they told me well it looks like everything came from your computer so your fault. I never open an account with you I am NOT married anymore to the person who is sitting in jail for right now for trying to kill me and I have no responsibility no responsibility for anything would you think you have in my name because I never ok door sign up for anything and as in regards to whatever papers you say that you have sent me you have actually not sent a thing in my direction only I have sent things to you and requested stuff from you. Stop pulling my credit and you will fix what you have done because I never approved anything for you to pull anything on my credit or I will go to the cops and I will sit there for 3 or 4 hours and I will file a fraud report which will end and you isn't a having to pay $25,000 fine for each time that they decided to pull my credit. It seems that you guys yet again for not wanting to help
Regards,
[redacted]

December 15, 2015Mr. [redacted] Complaint ID #: [redacted]Dear Mr. [redacted]: I am responding to your submission regarding holds on your deposits.  We regret any frustration or inconvenience you have experienced, and we appreciate the opportunity to clarify our actions.  The USAA Federal...

Savings Bank (FSB) acts and handles deposits in accordance with the FSB’s Depository Agreement and Disclosures (DAD), which is provided to all account holders at account opening and is available for your review on usaa.com.  The DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as Deposit@Mobile®, 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.  [redacted], of our staff, was unsuccessful in speaking with you by telephone to discuss your concerns with you.  Please note that future deposits may be subject to holds; however, deposit options that are not subject to holds are direct deposits and wire transactions.  Should you have any further questions, Ms. [redacted] remains available to assist you.  Thank you for allowing us to reply to you.  Sincerely,[redacted]

October 19, 2017
Mr. [redacted]  Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your service experiences with USAA.
We strive to provide quality service to our entire membership, and we confirmed these matters were handled appropriately. We...

understand you have spoken with [redacted] and [redacted], of our staff, about your loan application and your personal property claim, respectively. Our records reflect that upon receipt of the requested documentation, your personal property claim was paid. Unfortunately, [redacted], of our staff, was unable to reach you to discuss your auto policy, and he can be reached at ([redacted]) [redacted]-USAA ([redacted]) or ([redacted]) [redacted], Extension [redacted].
Mr. Edge, please know that we act in accordance with our core values of service, loyalty, honesty, and integrity. We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

July 20, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the USAA credit card accounts opened for your client Mr. [redacted]. We appreciate you bringing your concerns to our attention, and we regret any frustration you may have...

experienced. [redacted], of our USAA Federal Savings Bank (FSB) staff, was unable to reach you to discuss this matter. However, she contacted Mr. [redacted] to confirm that the credit cards were closed and that he will not be held responsible for the unauthorized accounts. He was thankful for the telephone call and the explanation of our actions. Should you have any further questions, Ms. [redacted] remains available to assist you, and she can be reached at [redacted] or [redacted], Extension [redacted]. We appreciate you allowing us to reply to you. Sincerely, [redacted]

November 20, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your second submission regarding the release of the title for your automobile loan with the USAA Federal Savings Bank.  We responded to your complaint on November 9, 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]

August 23, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the hold placed on recent deposits into your checking account with the USAA Federal Savings Bank (FSB). I regret any inconvenience this may have caused. ...


The Depository Agreement and Disclosures (DAD), which is provided to account holders at account inception and available on usaa.com, governs deposit accounts and describes the hold policy associated with funds submitted through RDC services. The DAD states, “FSB will hold the funds for up to seven business days from the date of deposit. In some instances, funds may be available sooner than seven business days based on such factors as credit worthiness, the length and extent of your relationship with FSB and its affiliates, transaction and experience history, and such other factors as FSB, in its sole discretion, deems relevant.” Our records show a portion of your August 3, 2017, deposit was immediately available, and the remainder was placed on hold for four days. [redacted], of our staff, thoroughly reviewed your checking account and confirmed that the hold was appropriate and the system is working as designed. On August 8, 2017, the FSB refunded the $29.00 NSF fee as a courtesy; however, we respectfully decline your request for reimbursement of external fees.
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

August 16, 2017   Mr. [redacted]  Complaint ID #: [redacted]             Dear Mr. [redacted]:   I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank and I regret any frustration this...

matter may have caused you.   I understand you spoke with [redacted], of our staff, who discussed your concerns.  As Ms. [redacted] explained, without contacting your bank directly, we are unable to determine why they chose to pay some of our requested payments to your loan and not others.  However, it is our understanding that you do not wish for us to contact your bank at this time in an effort to seek resolution.  Please be advised that our records indicate the repossession fees for your vehicle totaling $550.00 were waived. Should you have additional questions, or wish to pursue this matter with your bank further, please contact Ms. [redacted] at ([redacted]-USAA [redacted]) or ([redacted]-[redacted] Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,  
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Again, I have a house I can't rent nor can I sell at this time and USAA refuses to cover what we have a contract for.  It's not a disagreement, this is against good faith that I once had with USAA.
Regards,
[redacted]

February 22, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]
I am responding to your second submission regarding your ATM transaction on December 30, 2016.
We responded to your complaint on February 15, 2017. 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]

Complaint: [redacted]
I am rejecting this response because: I specifically requested the policies, regulations, laws regarding this matter.  [redacted] remembers the conversation.  Where is the information I have repeatedly requested?  USAA follows guidelines, so where are they?  Direct me to them. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The original claim was for the bumper and the undercarriage.  The secondary claim was for the door.  However USAA repaired the door and did not inspect the front end or the undercarriage.  However, I met with the USAA appraiser 10/17/2016 and he stated that the bumper and strut was related to the original claim, and had to approve re-work on the right door due to poor workmanship and parts left loose.  Because of safety issues, he placed me in a rental car and now Service King is working on my car.But I do not agree another claim should be placed since I did not have two incidents, and the first claim was never addressed.
Regards,
[redacted]

Complaint: 12655412I am rejecting this response because: I was promised a follow up call and never got one with regard to the final status of the account. I recieved a conflicting message from USAA and want to resolve it as soon as possible.Thank you.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: Your initial letter advising me of closure of my accounts states if I did not "cease" activity it would be closed> I assumed this meant me providing payment to my assistant through the account and ceased the activity immedialty. There was no communication from USAA about any impending closure, infant your letter your sent to me on 9-16-16 was received on 9-23-16 via USPs, snail mail, and the only reason I knew you were closing my account was me logging on the day after you closed the account only to find out my money was gone and bills I had paid through the account to include an IRS check for 10K was going to "bounce" or be rejected. I then called USAA on 9-16-16 (same day letter was sent) only to be told the reason you guys were closing my account was because my paychecks were made out to my business instead of to me and that was a violation. I understand it was a violation but #1 you guys never clarified what it was and #2 I did not think how I get paid, my income, my paycheck was considered "business" use since it was made out in my last name and its how I earn a living.  Not only did USAA close the account, same day sent me letter saying they closed it, when I opened up another account in efforts to pay  my bills I knew were going to be late or delinquent I was not given the option to pay from my new account the bills.. After several calls and hours on phone with USAA I was told they could not figure out why I could not pay bills from an account I had to re-open to pay bills because you closed my account(s) but was going to have to put a "work order" in to find out why and could not give me time frame of when these bills could be paid. Then you informed me you had closed my second account, sent me the money (both checks sent snail mail), leaving me without any money and having to borrow from someone to pay bills coming out on the 15th (accounts closed the night of 15th, found out morning of 16th.So I have no money, no way of paying bills I had set to come out and had THOUSANDS of dollars "in the mail" coming via USPS. Your letter sent on the 16th was received almost a week after account was closed. then I log on and see "non sufficient fund fees" on my account that I demanded to be refunded because you guys had wiped my account clean from money but left it "open" so that you could charge me fees for money you guys took out and sent me via snail mail.Appreciate the "accommodations" USAA made for me but this won't go away easy or lightly, I had a check out to IRS through USAA and if I would have been warned my account was being closed on particular day I would have transferred my money. Not only did I not know, I was not told what I was doing that made it a "business" transaction. Only to cease. 
Regards,
[redacted]

August 18, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding obtaining a payoff for your USAA Mortgage Loan. I regret the frustration you experienced as we strive to provide quality service to our entire...

membership.   Thank you for speaking with [redacted], of our staff, who was able to contact NationStar Mortgage to obtain your payoff. I hope that your conversation with him reassured you that your satisfaction is important to us.  Please know we value your feedback and have shared your experience with our management team.     If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

July 1, 2015 [redacted]
 
[redacted] I am responding to your submission regarding your bank accounts with the USAA Federal Savings Bank.   When we discover that matters have not been handled to a member’s satisfaction, we...

appreciate the opportunity to review our processes and to resolve the situation, as you allowed us to do.  I apologize for any inconvenience that was caused.  Thank you for speaking with [redacted], of our staff, who confirmed the accounts for you and your children have been reactivated and the funds are available for use.  Coaching has been provided to those involved to ensure other members do not have a similar experience. Thank you for allowing us to reply to you.   Sincerely, [redacted]

June 5, 2017
Ms[redacted]
[redacted] 1[redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the restrictions placed on your checking account. I apologize that we did not meet your service expectations as we make every effort to ensure our members’ accounts...

are serviced and maintained efficiently and accurately. Please know that your situation was shared with our management team as we are continuously seeking ways to improve how we do business.
[redacted], of our staff, was unable to reach you to discuss this matter. Nonetheless, she reviewed your account and confirmed the restrictions were inadvertently assessed by our system. As such, the appropriate teams have been engaged to correct the issue and ensure other members do not encounter a similar experience. I understand the restrictions have been removed and your access has been reinstated. If you have any additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

February 13, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms[redacted]:   I am responding to your submission regarding charges made using your USAA Federal Savings Bank debit card.  I regret any frustration you have experienced due to this matter.   Thank you for...

speaking with [redacted], of our staff, who confirmed that there were no signs of account takeover, your debit card was not counterfeited, and the decision stands that you are liable for charges made with this card.  I understand that you explained that you kept your Personal Identification Number (PIN) with the card and you did not notify the authorities regarding the situation.  If you have any additional questions, Mr. [redacted] remains available to assist you.   We thank you for bringing this matter to our attention and allowing us the opportunity to research your concerns and reply.    Sincerely,   [redacted]

May 14, 2015 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank (FSB). We regret any frustration or inconvenience you experienced following your request to cancel the Extended Vehicle...

Protection (EVP) and Total Loss Protection (TLP) on your loan. Acting in accordance within our guidelines, the cancellation credits for the EVP and TLP were applied to your principal balance. I understand that [redacted], of our staff, sent you an email explaining that the FSB does not re-amortize loans when products are cancelled and that the loan contract provided to you states the FSB is unable to alter the agreement. In addition, the FSB offered to complete a new application to renew your loan in order to reduce your monthly payments, but you declined. Should you have any further concerns, [redacted] remains available, and he can be reached at [redacted] or [redacted], Extension [redacted]. Thank you for allowing us to reply to you. Sincerely,
[redacted]