Robert W. Carpenter, Esq.

April 27, 2017
Doctor [redacted]
Complaint ID #: [redacted]
Dear Dr. [redacted]:
I am responding to your submission regarding the hold placed on a recent deposit 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 April 15, 2017, deposit was immediately available to you, and the remainder was placed on hold for four days. Accordingly, the hold details were disclosed to you prior to your completion of the transaction. Ms. Robles, of our staff, thoroughly reviewed your checking account and confirmed that the hold was appropriate and verified there were no changes to the hold amount.
We appreciate the opportunity to reply to you.
Sincerely,

August 29, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding an international wire transfer. I regret the frustration this situation caused you.
Unfortunately, [redacted], of our staff, was unable to reach you by phone to...

address your concerns. However, after a thorough review, she sent you a message via usaa.com on August 23, 2017, confirming the wire transfer was returned by USAA as there was no account number provided. In addition, we confirmed the funds are waiting to be returned to Nova Banco, and that the Bank of New York [redacted] would need an amendment from Nova Banco with the account information in order to send it to USAA. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

September 26, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the two USAA Savings Bank (USB) credit cards that were opened fraudulently, under your name.  I regret any frustration this caused you. Thank...

you for allowing [redacted], of our USB staff, to speak with your husband regarding this matter.  I understand she shared her research findings and confirmed that both credit cards were closed on September 16, 2016.  If you have any other questions, Ms. [redacted] remains available to assist you.  I can assure you that your feedback is improving the way we serve all of our members.  Thank you for bringing your concerns to our attention.  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.I have been a member of USAA for over 25 years and have never had an issue like this.  I suggest that any policies in place that prevent associates from resolving customer issues be reviewed.
I appreciate your time and attention,
[redacted]

November 10, 2017
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 concerns. As discussed,...

your account was closed and a check sent to your address on file. 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:  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 2012. 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]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

October 21, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your auto loan application. Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB). We responded to the CFPB on October 21, 2015....

Thank you for the opportunity to reply. Sincerely, [redacted]

January 20, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]s: I am responding to your submission about your service experience when attempting to update your telephone number and restore your online account access. I apologize for the inconvenience you encountered. Our employees are...

expected to be professional, courteous, and informative and to efficiently handle members’ requests. I assure you that coaching was provided to those involved to ensure other members do not have a similar occurrence. Thank you for speaking with [redacted] of our staff, who thoroughly reviewed your account. I am pleased to hear that she assisted you with restoring your account access. Mrs. [redacted]s, your feedback is valued as we are continually seeking ways to improve the way we do business. We appreciate the opportunity to look into the events that transpired and reply. Sincerely, [redacted]

[redacted]
I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank (FSB).  I regret any frustration you experienced as a result of this matter.
Our records reflect that in...

June 2011, you added an external bank account to your list of available payment accounts.  Subsequent credit card payments made from your external account successfully cleared until September 2015.  It is important to note that after each payment, the FSB mailed you a notice summarizing the transaction details; however, this is not confirmation that the payment cleared, only that one was made.  The payments you initiated through our Voiceline system in October and December 2015, and in March and April 2016, were returned by your external bank citing “invalid account number” as the reason and reflected as payment adjustments on your credit card statements.  Since no minimum payment was required for those months, your account was not delinquent, was not reported negatively to the credit reporting agencies, and did not incur any late fees. 
In addition, as a result of your concerns of potential fraud involving your account, an investigation was conducted, and we found no evidence of fraudulent activity.  We have removed the external bank account from your list of payment accounts to avoid a recurrence.  [redacted], of our FSB staff, remains available to assist you and can be reached at [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.

November 27, 2015Ms. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank.Thank you for speaking with [redacted], of our staff, about your concerns.  Following a review of the account...

activity, Ms. [redacted] confirmed you would remain responsible for the negative balances of the checking and savings accounts.  On October 27, 2015, you enabled enhanced authentication; however, this extra layer of security will not prevent ATM deposits and withdrawals, such as the ones that were completed on your accounts.  In addition, Ms. [redacted] was unable to identify a change to the contact information on your account.  Should you have any additional questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to review this matter and to respond to you.Sincerely,[redacted]

October 14, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your concerns about your mortgage payment, and I regret any frustration this has caused.   Thank you for speaking with [redacted], of our staff,...

who explained that USAA requires your insurance to be escrowed on your VA mortgage.  This was part of the agreement at the time of closing.  I understand that you were advised that Dovenmuehle Mortgage Inc. (DMI) is unable to accept partial payments; however, partial payments continued to be sent.  Our records show that with each unapplied short payment, you were notified by collection calls and (mailed or electronic) notices.  On June 2, 2016, DMI confirmed that you were recording the call.  It is DMI’s policy to discontinue a call with a member if they are being recorded.  Documentation indicates that partial payments continued to be made after the loan transitioned to NationStar Mortgage.    Your August 2016 payment was satisfied as of September 25, 2016, when the full payment was received.  I understand this is not the outcome that you were seeking; nonetheless, your homeowners’ insurance will need to be included with your mortgage payment as stated in your contractual agreement.  If you have any 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 am rejecting this response because: usaa blindly went along with some ridiculous notion tbat the check was alrered in some way. Not one single usaa employee Ive spoken with coumd figure out what was altered, other than the check writer put his new and current address on it. The other was exactly the same except different amounts and the very next check number, however that was not returned. Usaa should have requested some idea of what was altered, and at that point would have realized this [redacted] customer was committing fraud. Instead usaa just went along with thd fraud, which makes them as guilty as the checkwriter and [redacted]. And niw you wont send me a copy of this affidavit, so I can proceed with criminal charges against the checkwriter. What new information ,would it contain, an account number, well I have that, his name well I have that as well. The information is concerning me and you think it shoulx be withheld. Sickening how usaa treats its customers when their getting ripped off. You just went right along and even helped him steal from me. USAA YOU SHOULD BE ASHAMED OF YOURSELVES.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA still to this date will not respond with the underwriter /and or/ banker that reviewed my loan request. Again, when I applied , there was no area on the application to include my retirement income, I had to call in to add, at that time a second credit pull was done and within 1 min I was declined. USAA did not review my extra income or anything to pertain in that short of time. Certainly the (person) (s) would have taken the time and looked at the extra income , before making a quick decision in less than 1 minute. I have been requesting to speak with who-ever looked at my application to explain .  Perhaps I could have borrowed less, or least discuss with me other options. Nothing but a 1-800 caller telling me my fate.  HORRIBLE customer service.    I am still requesting the second credit pull removed, a under writer or some-one in the banking department that actually reviewed my application to call me and discuss my options. USAA does offer a debt. consolidation  loan its still on there website.  I don't want any one calling back that does not know my situation. I asked for the CEO [redacted] to explain to him my situation and direct me to the underwriting team. I was told he would never call me back or I could not ever speak with him. Wow--- you have to be a member with USAA and to get treated by the 1-800 people that answer is just sick. USAA NEEDS TO MAKE THIS RIGHT WITH MY SIMPLE REQUESTS.  
Regards,
[redacted]

July 1, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]:  I am responding to your submission regarding your concerns with USAA credit card fraud handling.   Our records confirm that you also filed an inquiry with the Consumer Financial Protection Bureau...

(CFPB).  We will respond to the CFPB accordingly. Thank you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me.I would also like to withdrawal my request, as USAA has already handled the situation to my satisfaction. If there is anything else I need to do, please advise. 
Regards,
[redacted]

March 9, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]
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]

March 2, 2018   Sergeant First Class [redacted], USA (Ret.) Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding the payoff amount for your joint auto loan ending in 5250 with the USAA Federal Savings Bank.   Thank you for speaking...

with [redacted] of our staff, who confirmed that the payoff quote provided to Mrs. [redacted] on usaa.com was accurate.  Ms. [redacted] noted a payoff check from the dealership was applied to the loan balance on February 20, 2018.  Following the payment, the loan reflected a remaining balance of $4,991.39. If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

July 31, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your home mortgage experience.   When we discover that matters have not been handled to a member’s satisfaction, we appreciate the...

opportunity to review our actions and to work towards a solution, as you allowed us to do.  Our employees are expected to be knowledgeable and to respond to our members in a timely manner, and I apologize that this was not what occurred.  Thank you for speaking with [redacted], of our staff, about your concerns.  Ms. [redacted] identified several opportunities with the handling of your mortgage and coaching was provided to those involved to prevent a similar situation from occurring in the future.  With regard to your request for a refund of your loan fees, Ms. [redacted] will be in contact with you once a decision has been reached. [redacted], thank you for your service to our country and for allowing us to further review the matter and respond to you.   Sincerely, [redacted]

August 28, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your credit card and your automobile policy. I regret any frustration and inconvenience you have experienced. [redacted] and [redacted], of our staff, were unsuccessful...

in their attempts to reach you to discuss your concerns. Mr. [redacted] reviewed your credit card offer and found that the 0 percent interest promotional offer applied to balance transfers and convenience checks which posted to the account by August 31, 2014. As you are aware, the credit card was charged off with a balance of $6,497.76 and it was assigned to a collection agency. Due to the uncollected amount in the bank, a restriction was placed on your account preventing any new products from being established. This restriction did not apply to the renewal of the automobile policy that was in place at that time. Mr. [redacted] completed a thorough review of your automobile policy. As a result of your nonpayment cancellation history, your account was placed on pay-in-full status, requiring you to pay the full insurance premium when billed. We are aware that this can cause a financial strain on our members; therefore, we offer the option to establish automatic payments, which you completed on January 6, 2015, to avoid the pay-in-full requirement. In March and April 2015, an email was sent to notify you that our attempts to collect the automatic payments were declined by your financial institution. Two subsequent emails were sent to advise the policy would be canceled if payment was not received. On May 6, 2015, the policy was canceled. Since your account was restricted for new products due to the charged-off credit card, we are unable to reissue an automobile policy until the credit card balance is satisfied. Mr. [redacted] identified an opportunity with the collection of the $473.43, and as a courtesy, a refund of the $25.00 stop payment fee was mailed to you on August 20, 2015. Mrs. [redacted], thank you for allowing us the opportunity to review the matter and to reply to you. Since a USAA error was not identified, we must respectfully decline your request to dismiss the credit card balance or to provide reimbursement for debt paid or lost wages. Should you have any further questions, Mr. [redacted] and Mr. [redacted] remain available, and they can be reached at [redacted] Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC. This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose.