Robert W. Carpenter, Esq.

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]

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]

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]

[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.

August 15, 2017
Gunnery Sergeant [redacted], USMC
Complaint ID #: [redacted]
Dear Gunnery Sergeant [redacted]:
I am responding to your submission regarding your account status, and I regret the frustration this situation caused you.
Thank you for speaking with [redacted], of our...

staff, who addressed your concerns. As discussed, you may apply for new deposit accounts should you wish to do so. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

September 18, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your service experience and I regret any frustration this situation caused you.
[redacted] of our staff, completed a review of the situation and determined...

the repossession agent did not act inappropriately. If you have additional questions or wish to discuss the matter, 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:  This was an authorized transactions, I don't like the fact you telling me i'm participating in something that i'm not aware of.  However, I was told by USAA that the checks I sent were no good and I understood that and didn't send anymore, you also explain to me about the mystery shopper.  But the wire transfers were authorize to make payment for the overdraft fees.  Again, that was an authorized transaction, I don't know what you mean about not in my name because I haven't had access to my account.  I don't think you are treating me fairly. I'm not a banker, don't know the in and out of banking, but everything you have explain to me has been accepted, accept for this.
Regards,
[redacted]

January 8, 2016
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding the hold on the deposit made to your checking account with the USAA Federal Savings Bank (FSB).  I regret any frustration or inconvenience you experienced as...

a result of this matter.
[redacted], of our staff, was unsuccessful in his attempts to discuss your concerns with the deposit hold. A thorough review of your account was completed and it was determined that the hold was applied appropriately. The FSB handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to account holders when they establish a deposit account and is available for review on usaa.com. According to the DAD, the FSB can place a hold on funds deposited via Remote Deposit Capture, such as [redacted], 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 the FSB, and such other factors as USAA, in its sole discretion, deems relevant.  I understand the hold has expired, and the funds are now available to you.
Thank you for allowing us to reply to you.  Should you have any questions, Mr. [redacted] remains available, and he can be reached at [redacted].
Sincerely,
[redacted]

February 22, 2018
Sergeant [redacted], USA
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding NSF fees assessed to your deposit account.
On February 13, 2018, a $75.00 Automated Clearing House (ACH) transaction attempted to debit your...

account and was returned unpaid as there were not sufficient funds in the account. At the time, the available balance was $16.28. A $29.00 NSF fee was assessed the following business day and was later refunded as a courtesy. On February 15, 2018, a $75.00 ACH transaction attempted to debit your account and was returned unpaid as there were not sufficient funds in the account. A $29.00 NSF fee was assessed the following business day. You subsequently spoke with a representative, who explained the account activity and indicated that pending debit card transactions had lowered the available balance.
We confirmed that the NSF fees were assessed in accordance with the Depository Agreement and Disclosures and the accompanying Service Fee Schedule, which are provided to account holders and are available on usaa.com, and we respectfully decline your request for an additional courtesy refund. Jessica Brennecka, of our staff, was unable to reach you, and she remains available should you have further questions or wish to discuss the options of adding account alerts or overdraft protection.
Thank you for the opportunity to look into this matter and to respond.
Sincerely,
[redacted]

February 27, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your recent automobile loan payment. I regret the frustration this situation has caused.   Thank you for speaking with [redacted], of our staff,...

who explained that a bank error occurred and confirmed the issue was resolved by a supervisor.  I understand that she also reviewed the process regarding third party payments, because Mrs. [redacted] is not an accountholder on the loan.  If you have any additional questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

November 3, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of our FSB staff, about your concerns.  I...

understand that she assisted you with locating a funds transfer confirmation on usaa.com and explained the FSB’s deposit hold policy.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  Please know that Ms. [redacted] remains available to assist you should you have additional questions. We appreciate you allowing us to reply to you.   Sincerely, 
[redacted]

Complaint: [redacted]
I am rejecting this response because: this doesn't even address my concerns.
Regards,
[redacted]

February 24, 2016
[redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding compensation for mortgage-related costs. It is clear we have not provided you with the level of service you expect, and coaching will be provided to those involved to ensure other members do not have a similar experience. Another review of your situation, which has been shared with our management team, confirmed that we inadvertently provided you with incorrect information pertaining to you receiving a reimbursement for the water test and pest treatment and to you being advised that specific regulations prevent us from providing you a refund of fees. However, it is important to note that USAA Federal Savings Bank strives to be uniform in our approach to fee refunds in order to be fair and consistent to our entire membership. As such, we will not be reimbursing you for the fees you are requesting as these are fees we would not typically refund to any other member. [redacted], we appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your auto loan with the USAA Federal Savings Bank.
We responded to your complaint on March 10, 2016.  While we recognize that you disagree, there is no further resolution available to offer you. The resolution provided to you will accommodate your request for a refund of your payment, which you previously stated was your desired resolution.  [redacted] remains available to assist you should you decide to accept the offer. 
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

September 21, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your husbands’ USAA Savings Bank Credit Cards.  I regret any frustration this situation has caused you.    Thank you for speaking with...

[redacted] and [redacted], of our staff, who sent you a physical security token to prevent further compromises to your profile.  I understand that you will contact us to assist in setting up the token once you receive it.  If you have any other questions, Ms. [redacted] and Ms. [redacted] remain available to assist you.    The service we provide to our members is important to us and your feedback helps us to improve our processes.  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.

September 20, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]
I am responding to your submission regarding emails you’ve received.
After a thorough review of your account, [redacted], of our staff, confirmed that on October 30, 2015, your membership was established...

using your personally identifiable information; however, no products have been opened. She also determined the emails you received were phishing emails and not from [redacted].
Unfortunately, Ms. [redacted] was unable to reach you by phone to address your concerns. If you have additional questions or wish to discuss this matter, Ms. [redacted] remains available to assist you and can be reached at ([redacted]) [redacted]- [redacted] ([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: this is inaccurate information. I was advised several times that there was no block on my card due to fraud activity and several times I was advised that my card would be working for me. Apparently they didn't even take the time to review the 20 phone calls I had with USAA and the numerous inaccurate responses I was given. A manager I requested to speak with advised this was a D block placed on my card in error and it would be lifted in 24-48 hours. I attempted to use my debit card for the following 5 days and it never worked. I finally reached one representative who was able to contact the correct department after 20 phone calls to have this fixed. It should not take 20 phone calls for these representatives to fix my card. I was at military training for 2 weeks, hence why I was never able to pick up my phone or call these 2 individuals back while they were in the office. USAA's response obviously shows that they are trying to make this look like a very simple fraud block situation. Excuse me.. I work at a bank in customer service. This was not an ordinary fraudulent activity block, several representatives did attempt to verify my transactions and pre-authorize my attempts but the pre-authorizations did not work and the fraud department advised me over and over that there were no blocks on my card and I was continuously transferred back and forth between the credit card department and the fraud department. Clearly this company does not care and does not take the appropriate measures to fix their training or fix any possible technical issues they were having. It was an awful customer experience and unacceptable. If they reviewed my phone calls, which they clearly didn't, they would understand why I am so upset about this.  
Regards,
[redacted]

May 15, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the hold on the deposit into your USAA Federal Savings Bank (FSB) checking account.    [redacted], of our staff, was unable to reach you by...

phone; nonetheless, he reviewed your account carefully.  According to the Remote Deposit Capture User Agreement that you received upon opening your account, “you agree that items transmitted using the Services are not subject to the funds availability requirements of Federal Reserve Board Regulation CC. 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.”  Based on your account history, the FSB correctly applied the deposit hold.  However, a representative issued two non-sufficient funds fee refunds, as a courtesy.  If you have any additional questions or would like to discuss this matter, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 30, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) auto loan.   [redacted], of our staff, was unsuccessful in her attempts to contact you. Nonetheless, a...

thorough review of your account was conducted and our records show that on August 12, 2016 and August 16, 2016, you contacted USAA to make a payment using a third parties card.  This payment could not be processed as the third party was not present to authorize the transaction.  I understand that on August 23, 2016, a payment did post to satisfy the July 15, 2016 and July 30, 2016 due dates. Our research shows that on March 13, 2016, your vehicle was repossessed due to delinquency.  The $40.00 storage fee is part of the repossession fees and will remain on your account as it was agreed on at the time that you arranged to redeem your vehicle.  If you have any additional questions, Ms. [redacted] remains available to assist you.  We appreciate you allowing us to reply to you.   Sincerely, [redacted]