Robert W. Carpenter, Esq.

Complaint: [redacted]
I am rejecting this response because: I have been playing telephone tag with a USAA representative.  Anyway, he is right that none of my checks were returned.  However, my automatic debits are the ones that were not honored.  Some of them were to the IRS, FTB, Chase Mtg., Hennepin County Property Taxes, Golden Rain Foundation, T-Mobil, Excel Energy, Cities Bank.  I'm  sure there were more as the notices are still coming in.
Regards,
[redacted]

February 12, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your credit card payment and deposit.   On January 29 through February 1, 2018, you made two credit card payments and a remote deposit to your...

checking account.  Holds were placed in keeping with the USAA Credit Card Agreement, the Depository Agreement and Disclosures, and the Remote Deposit Capture User Agreement.  On February 2, 2018, you spoke with a member of our staff, who declined to remove the holds because the account was delinquent and over the spending limit.  Thank you for speaking with [redacted], of our staff, who confirmed the payment holds were no longer in place and advised you that any training opportunities would be addressed appropriately.  The USAA Federal Savings Bank acts in accordance with applicable banking regulations and with our core values of service, loyalty, honesty, and integrity, and your allegations of wrongdoing are unfounded.  If you have additional 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, except for Mortgage products.  Mortgage products are originated by USAA Federal Savings Bank and may be serviced by a third party mortgage loan servicer.

December 28, 2016
Master Sergeant [redacted], USAF
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding the official check issued from your account.
While we regret the frustration this situation has caused, [redacted], of our staff,...

contacted you and confirmed the process to place a stop payment on the check. If you have additional questions, Ms. [redacted] remains available to assist you at ([redacted]) [redacted]-USAA ([redacted]) or ([redacted]) [redacted]-[redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 12, 2015 [redacted]
 Dear Mrs. [redacted]: I am responding to your submission regarding a deposit made into your USAA Federal Savings Bank (FSB) checking account and the FSB hold policy.  I am sorry to learn of your circumstances and...

regret any inconvenience you experienced.  I understand that your funds were made available for your use on July 30, 2015. We strive to balance the needs of our membership as a whole while being sensitive to our customers’ individual situations.  The hold policy is in place to protect both you and USAA from potential losses.  For your reference, the Funds Availability policy is outlined in the Depository Agreement and Disclosures (DAD), which is provided to all accountholders and available on usaa.com. According to the DAD, all Remote Deposit Capture deposits, which include USAA EasyDeposit, are subject to a hold 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 creditworthiness, the length and extent of your relationship with FSB, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant.  We thoroughly reviewed your situation and determined the hold was placed appropriately and in line with the DAD.   For your future deposit needs, you may wish to consider wire transfers from an external account to USAA or direct deposit, which is not subject to holds.  Unfortunately, [redacted], of our FSB staff, was unable to reach you by telephone to discuss the matter.   However, he remains available to answer any questions you may have and can be reached at [redacted] 
 Thank you for allowing us to reply to you.   Sincerely, 
[redacted]

January 27, 2017   [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]   I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB) and your credit card with the USAA Savings Bank (USB).   Unfortunately, [redacted],...

of our staff, was unsuccessful in her attempts to contact you; however, our records indicate that by your own admission, you actively participated in fraudulent activity, and would remain liable for the checks deposited and utilized.  The funds from the Child Support deposit and the credit card deposit were used to reduce the negative balance from the checks that were returned. Per the USAA Depository Agreement and Disclosures which was provided to you upon account inception and is available on usaa.com, under Setoff and Security Interest, “You agree that FSB may, without prior notice of demand, apply or setoff the funds in your account (and accounts you own with others) at any time to pay any debt, whether direct or indirect, that you have with FSB, and/or any fees or service charges owed to FSB.  In addition to its rights under the law (called “setoff”), you grant FSB a security interest in each account to secure such debt, as it may arise.”  The DAD also explains that, “FSB may use funds held in joint accounts to repay the debts on which any one of you is liable, whether jointly with another or individually.  FSB may charge any such debt against your account at any time, without regard to the origin of deposits to the account or beneficial ownership of the funds.”   If you have additional questions, or wish to discuss further, 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.

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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA states this: "We responded to the CFPB on July 10, 2015, and you will receive a response to your concerns via the CFPB."When will we recieve a response? How is it USAA responded to CFPB and we do not know what that is? Is the CFPB and USAA working together to defraud this consumer and withhold info?    
Regards,
[redacted]

Revdex.com:  so with that being said will these matter what would be the next stage with this matter of take over cause I suffer a grate impact 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

August 6, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your checking account and consumer loan refinance request. Our records reflect that your wife spoke with [redacted], of our staff, about your joint checking account...

concerns. Ms. [redacted] reviewed the transactions you identified and explained why you did not receive any alerts. Please note that the locations you described were the billing locations and that they were not an indicator of where the transactions occurred. The $105.00 provisional credit has posted to your account while we continue to investigate the matter. Thank you for speaking with [redacted], of our staff, who discussed the specific reasons for our auto loan decision, which were provided in the notice we mailed to you on July 27, 2015. I understand she clarified that factors other than your credit profile, such as your checking account balance, had no impact on the decision. If you have additional questions, Ms. [redacted] and Ms. [redacted] remain available to assist you and can be reached at [redacted], respectively. We appreciate you allowing us to look into these matters and respond to you. Sincerely, [redacted]

February 26, 2018
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the billing for your credit card.
I understand that [redacted], of our staff, communicated with you about the account activity. The interest charge was...

assessed in accordance with the USAA Credit Card Agreement, which is provided to all cardholders and is available on usaa.com, and we respectfully decline your request for a refund. If you have additional questions, Mr. [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.

June 2, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding an automobile loan with the USAA Federal Savings Bank. We responded to your complaint on May 13, 2015. Our records indicate that we sent you advance notification advising that you were added as a co-applicant on the loan and you acknowledged receiving the notices. Therefore, as we indicated in our previous response, your name will remain on the loan as you are responsible for the unpaid loan balance. We have attached a copy of the electronically signed note for your reference. 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. When this basic principle is compromised, we believe it is in the best interest of the association to limit access to usaa.com. We have credited your checking account a total of $52.08 for the Credit Check Monitoring service monthly charges, and we confirmed that you are no longer enrolled in the program. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted] Enclosure

February 15, 2018     Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your loan ending in 9311.   We regret that [redacted], of our staff, was unable to reach you to discuss your concerns. ...

Nonetheless, Ms. [redacted] thoroughly reviewed your account and determined that on October 18, 2017, two payments posted to your loan ending in 7905.   On November 2, 2017, you spoke with a member of our staff and asked that we reverse a $64.92 payment and apply it to the loan ending in 9311.  As indicated on the payment history provided to you on February 12, 2018, this partial payment was applied effective October 18, 2017.  Subsequently, we received full payments in November 2017 through January 2018.  Although you have chosen to continue paying on the loan included in the bankruptcy, payments are no longer reported once bankruptcy is filed. Ms. [redacted] reviewed the reporting for the loan and confirmed it is reporting accurately as included in the bankruptcy.    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:
This doesnt make any sense!!!! What was the point in placing an extra layer of security on the accoung if it wasnt going to secure my account??????!!!! My account was hacked which is why the extra layer of security was added to only get no protection from this bank. Every rep you speak with states something different!!! USAA has been totally inconsistent with this ordeal and if need be I will take it a step further! I was hospitalized during the time of the incidents so this is something I had no control or involvment in!!!!!! People place there trust within this bank and this is all the help you get!!! I have a problem with that!!!!!! Again this bank has been totally inconsistent throughout the entire ordeal!!! So something needs to be done!!!!
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.
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.
In fact, a representative from USAA called me the next day after I filed this Revdex.com complaint to apologize and immediately took the hold off my deposited check. Furthermore, a rep stating that she was from the USAA CEO's office called me the day after that and informed me that they had reviewed all of my USAA accounts and had found that one of my insurance policies had lapsed even though I had tried to pay them the premium. This rep wanted to inform me that they had re-instated my policy so that there was no lapse in coverage.I am very happy with the unexpected responses from USAA and the resolutions that USAA promptly provided so I am keeping all of my accounts with USAA based on that experience. 
Regards,
[redacted]

November 6, 2017
Private [redacted], USA
Complaint ID #: [redacted]
Dear Private [redacted]:
I am responding to your submission regarding your account activity.
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns. Nonetheless, after a...

subsequent review, we determined our decision would stand. Should you wish to discuss this matter, Ms. [redacted] can be reached at ([redacted]) [redacted]- USAA ([redacted]) or ([redacted]) [redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

April 6, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank.  I apologize for the frustration and inconvenience you experienced regarding the handling of your...

fraud claim.
Thank you for speaking with [redacted], of our staff, who confirmed your account was credited for the identified transactions.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have additional 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.

August 15, 2017
Mrs. [redacted] Complaint ID #: 12308067
Dear Mrs. [redacted]:
I am responding to your submission regarding the nonsufficient funds (NSF) fees and subsequent right to offset (RTO) assessed to your accounts with USAA Federal Savings Bank (the FSB). I regret any...

frustration or inconvenience you experienced as a result of this matter.
On June 5, 2017, the balance in checking account ending in 1526 was $0. Between June 6 and July 5, 2017, the FSB assessed seven $29.00 NSF fees for returned ACH items from AT&T and Prestige Financial Service, as allowed per the Fee Schedule located within the Depository Agreement Disclosure (DAD). Each fee assessed further overdrew the account. Therefore, on June 20, 2017, the FSB sent the Notice of Overdraft to the address on file stating the account would be closed if it remained in an overdrawn status. Consequently, on July 6, 2017, the FSB processed an RTO from the checking account ending in 9963. Our records confirm that all the NSF fees were accurately assessed to your account. According to the FSB’s DAD, which is provided to all account holders and is available on usaa.com, "When you do not have enough available funds in your account to cover a check or other item (such as an in-person withdrawal, ATM withdrawal, automatic payment, point-of-sale or debit card purchase, or other electronic transaction), FSB considers this to be a NSF item (insufficient funds item). FSB may without notice to you and in its sole discretion, either pay such items and overdraw your account, or decline or return such items unpaid. In either case, FSB may charge for each insufficient funds item and for each overdraft as set forth in the Service Fee Schedule for your account.” Likewise, the DAD also states that the FSB may, without prior notice or demand, apply or setoff the funds in your account at any time to pay any debt that you have with the FSB, and/or any fees or service charges owed to FSB. While we recognize that you disagree, we are confident that the correct decision has been made.
It is important to know that the FSB adheres to all applicable banking regulations and to USAA’s core values of service, loyalty, honesty, and integrity, and your allegations of wrongdoing are unfounded. [redacted], of our staff, attempted to contact you to discuss your concerns. Ms. [redacted] confirmed that two NSF fees were refunded since you disputed the transactions. If you have any questions, Ms. [redacted] remains available and can be reached at ([redacted]) [redacted] (USAA) or ([redacted]) [redacted], Extension [redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

June 9, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted] :
I am responding to your submission regarding the reporting of your automobile loan to the consumer reporting agencies (CRAs). I regret any frustration you may have experienced.
[redacted], of our staff,...

conducted a thorough review of your account. The 2017 date was inadvertently captured by the system since $75.00 was credited to the account on March 14, 2017, to reverse the repossession fee. As Mr. [redacted] confirmed, the loan was paid in full on April 23, 2015; therefore, a request has been submitted to the CRAs to reflect that date accordingly. We ask that you allow 30 to 45 days for that information to be updated. However, the delinquent reporting will remain, as it is accurately captured.
Mr. [redacted], it is it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we do. Should you have additional questions regarding these matters, Mr. [redacted] remains available to assist you. Thank you for allowing us to reply to you.
Sincerely,
[redacted]

December 14, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your three October 17, 2016, automobile claims. Due to privacy laws in your state [redacted], of our staff, reached out to you directly to address your concerns.  Should you wish to discuss the matter further, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]