Robert W. Carpenter, Esq.

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]

December 3, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [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.  I understand that Ms. [redacted]...

explained the handling of your accounts was appropriate, and she discussed account alert options that may help to prevent a future occurrence.  Should you have any questions, Ms. [redacted] can be reached at ([redacted] Thank you for allowing us to reply to you.  Sincerely,[redacted]

January 20, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your checking account.  I regret the inconvenience this situation caused you.   [redacted], of our staff, reviewed your account and...

confirmed that we credited your checking account on January 3, and on January 9, 2017, for all the unauthorized transactions.   If you have any additional questions regarding this matter, Ms. [redacted] remains available to assist you at ([redacted]-[redacted], Extension [redacted] or ([redacted]-[redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 28, 2018
Technical Sergeant [redacted], USAF (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted], of our staff, who...

completed a thorough review of your account and addressed your concerns. We confirmed that the business the check was addressed to attempted to debit your account three times, and as there were not enough funds available, three nonsufficient funds fees were charged respectively. FSB deposit accounts are governed by the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com. The DAD states, “When you do not have enough funds in your account for FSB to process a collection item drawn on your account, FSB may charge you an overdraft or nonsufficient funds (NSF) fee.” If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 11, 2015Mrs. [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]:I am responding to your submission regarding accounts that were opened in your name with theUSAA Federal Savings Bank (FSB). We regret the concern this matter caused you.Thank you for speaking with [redacted], of our...

staff, who assured you that we are currentlyinvestigating the accounts that were opened without your authorization, and we have taken thenecessary steps to have your credit report updated accordingly. We will work closely with lawenforcement, and we appreciate the information you provided to us. Should you have any furtherquestions, Ms. [redacted] remains available to assist you and can be reached at [redacted]Thank you for allowing us to reply to you.Sincerely,[redacted]

October 19, 2015 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank. We regret any inconvenience you experienced with depositing funds into your account. Your feedback regarding the...

difficulty you encountered with USAA Easy Deposit® at The UPS store was shared with the appropriate parties. Thank you for speaking with [redacted], of our staff, who discussed the eligibility requirements for the USAA Deposit@Home® feature. I understand that she also provided you with alternative deposit options and recommendations on how to avoid future NSF fees. Our records indicate that we have refunded your account for NSF fees in the past, and as a courtesy, two additional fees were refunded on October 6, 2015. Please note that you are eligible to apply for a USAA credit card account, which is subject to underwriting guidelines. If you have any further 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.

August 18, 2017
Mrs. [redacted] R. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your personal loan with USAA Federal Savings Bank (FSB). I regret any inconvenience you may have experienced, and I hope you find the following information...

helpful.
[redacted], of our staff, thoroughly reviewed your loan documents. He confirmed that the appropriate details were provided to you regarding the interest rate. As he explained, the “average” interest was $129.00, and he also clarified simple interest and principal payment options. I hope you found your conversation with Mr. [redacted] responsive to your concerns.
Mrs. [redacted], 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.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

June 15, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your second submission regarding your deposit accounts with the USAA Federal Savings Bank. We responded to your complaint on May 28, 2015. While we recognize that you disagree, we feel confident that the correct decision has been made. Thank you for speaking with [redacted], of our staff, again on June 8, 2015. 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]

October 6, 2017   Private First Class [redacted] Complaint ID #: [redacted]   Dear Private First Class [redacted]:   I am responding to your submission regarding your checking account with the USAA Federal Savings Bank.   Thank you for speaking with [redacted], of our staff,...

regarding your concerns.  A thorough review of your account determined that the overdraft fees were applied appropriately. Our review also determined you had received four courtesy refunds within the past 12 months; therefore, we respectfully decline your request for additional refunds.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

December 4, 2015Ms. [redacted] M. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your second submission about the handling of your deposit accounts with the USAA Federal Savings Bank and your insurance policy payments.We responded to your complaint on November 24, 2015, and we have subsequently made several attempts to reach you by telephone with no success.  While we recognize that you disagree, we feel confident that the correct decision has been made.    We appreciate the opportunity to review your concerns again; however, since no new information has been presented that would warrant a change in our position, we consider this matter closed.Sincerely,[redacted]

September 3, 2015 [redacted]
[redacted]
Dear Mrs. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB). I apologize for any frustration or inconvenience you have experienced as we strive to provide quality...

service to our entire membership. [redacted] and [redacted], of our staff, were unsuccessful in their attempts to speak with you about your concerns. Nonetheless, a thorough review of your account was completed. On August 17, 2015, you requested to close your checking account ending in [redacted] due to a potential compromise. A new account was established and you asked that we keep the account ending in [redacted] open until August 20, 2015, to allow your direct deposit to process. However, on August 19, 2015, the debit card linked to the account ending in [redacted] was flagged for suspicious activity. Your account access was restricted and the checking account was placed in a credits-only status while an investigation was completed. Mr. [redacted] identified an opportunity with the fraud review as the restriction should have been lifted prior to August 21, 2015, when you were able to regain access to your accounts. Mrs. [redacted], once the account ending in [redacted] is brought to a positive balance, you may contact the FSB to close the account. Thank you for allowing us to research this matter and to respond to you. Should you have any further questions, Mr. [redacted] and Mr. [redacted] remain available, and they can be reached at [redacted] Sincerely, [redacted]

February 1, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding deposit holds. We regret any frustration you experienced as our employees are expected to be courteous and provide quality service to our entire membership. The USAA Federal...

Savings Bank (FSB) acts and handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available for review on usaa.com. 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 deposit. In some instances, USAA may make such funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with us, transactions and experience information, and such other factors as USAA, in its sole discretion, deems relevant. Please note that the FSB staff is unable to determine if a deposit will experience a hold unless it is a direct deposit or wire transfer as holds do not apply. Thank you for speaking with [redacted], of our FSB staff, who explained the FSB’s hold policy and, as a courtesy, released the deposit hold and refunded a $29.00 nonsufficient funds fee. Should you have additional questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted]

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

Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]
I am responding to your submission regarding the deposit accounts you and Mr. [redacted] hold with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted], of our staff, about your concerns. As she...

explained, a detailed review of the transactions in question determined that they were authorized and not fraudulent. Therefore, any joint deposit accounts you hold with Mr. [redacted] will remain in a credits only status until the overdrawn balance in his savings account is resolved; however, your individual checking account is in a normal status and available for use. Since the account restriction was not caused as a result of a bank error, we are unable to grant your request for reimbursement of any fees incurred.
Mrs. [redacted], we understand this is not the outcome you were seeking, and we hope you understand our position.
Sincerely,
[redacted]

June 22, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your ability to access your son’s checking account while he is away at basic training.   Our records confirm that you filed an inquiry with the Office...

of the Comptroller of the Currency (OCC).  We will respond to the OCC accordingly.   Thank you for the opportunity to reply.   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]

October 29, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your second submission regarding your debit card disputes.We responded to your complaint on October 15, 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.  In addition, we notified you in writing about our position on October 22, 2015, regarding your disputes for the company you recently mentioned. We appreciate the opportunity to review your concerns again; however, we consider this matter closed.Sincerely,[redacted]

August 18, 2015 [redacted]
[redacted]
Dear Mr. [redacted]: I am responding to your submission regarding the deposit to your checking account with the USAA Federal Savings Bank (FSB). On July 29, 2015, you deposited a $1,855.00 check using USAA Deposit@Mobile®¬¬. According to...

the FSB’s Depository Agreement and Disclosures (DAD), which was provided to you when you established the account, the FSB will hold the funds submitted through USAA Deposit@Mobile® and other such remote check deposit or remote deposit capture (RDC) services for up to seven business days from the date of deposit. On August 1, 2015, the check was returned unable to locate, and a $5.00 returned deposit fee was assessed to your account. As stated in the DAD, if the FSB has given you credit for an item and it is not paid for any reason, FSB may revoke the credit and charge the amount of the item back to your account, even if this causes your account to be overdrawn. The FSB applies the funds availability policy consistent with the terms of the DAD and the RDC User Agreement, and your assertion of wrongdoing is unfounded. [redacted], of our staff, thoroughly reviewed this matter and confirmed the FSB did not make an error. As such, we are unable to honor your request for a refund. Ms. [redacted] has been unsuccessful in her attempts to reach you, but remains available to assist you should any questions arise. She can be reached at [redacted] Mr. [redacted], thank you for allowing us to reply to you. Sincerely, [redacted]

January 18, 2018
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding unauthorized activity on your deposit account.
Our records reflect that you disputed a charge for $97.21 and we provided a temporary credit. As the merchant...

submitted documentation that indicated the charge was authorized, we sent you a letter explaining the dispute decision and that the credit would be removed from your account on January 9, 2018. Additionally, our records show you have other disputes that are being investigated and temporary credits have been provided. Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

September 7, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding the reporting of your joint consumer loan.   Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau...

(CFPB).  We responded to the CFPB on September 7, 2017.   Thank you for the opportunity to reply.   Sincerely,   [redacted]