Robert W. Carpenter, Esq.

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]

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]

Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your second submission regarding the deposit accounts you and Mr. [redacted] hold with the USAA Federal Savings Bank (FSB).
We responded to your complaint on August 11, 2017. While we recognize that you disagree, with our actions, we feel confident that the correct decision has been made. The information collected during the investigation into the account activity is proprietary and any request for this information requires a subpoena from a law enforcement agency or from a legal entity.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
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 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]

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]

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

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]

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]

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]

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.

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]

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]

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]

September 11, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]
I am responding to your second submission regarding your credit card with the USAA Federal Savings Bank.
We responded to your complaint on August 31, 2017. While we recognize that you disagree, no new information has been presented that would warrant a change in our position. Please know that we have ceased collection attempts.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

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 23, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your deposit accounts with the USAA Federal Savings Bank. We responded to your complaint on November 27, 2015. Please be advised that the enhanced authentication was recommended to decrease the risk of an unauthorized party accessing your account by telephone or through usaa.com. However, as we previously mentioned, this would not prevent someone from completing the ATM deposits and withdrawals. While we recognize that you disagree, we feel confident that the correct information was relayed to you regarding the account activity. We appreciate the opportunity to review your concerns again. Since no new information has been presented that would warrant a change in our position, we must consider this matter closed. Sincerely, [redacted]

April 25, 2017
Staff Sergeant [redacted] Complaint ID #: [redacted]
Dear Staff Sergeant [redacted]:
I am responding to your submission regarding the Web BillPay system. Our employees are expected to be courteous and informative and to handle matters in a professional manner; I regret this...

was not your experience.
[redacted], of our staff, was unable to speak with you regarding your concerns. Nonetheless, he conducted a thorough review of your account and confirmed that you scheduled two recurring payments to the same merchant for $375.00. Although you subsequently canceled one of the payments, you also initiated a $250.00 payment to the same merchant using your debit card. Then, on April 6, 2017, a check was systematically issued for the recurring payment.
Staff Sergeant [redacted], please know that the Web BillPay system is working as designed; hence, USAA is unable to recover the funds from the merchant. Please contact them directly to obtain reimbursement. If you have additional questions regarding this matter, Mr[redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

September 28, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account. We understand each person has a unique financial situation and that certain life events outside of his or her control may cause difficulties....

In keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain obligations with us. 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. As such, we believe it is in the best interest of the association to limit access to usaa.com. Any restrictions remain until the balance(s) are satisfied. Please note you have access to a limited view of any active accounts on mobile.usaa.com. Thank you for speaking with [redacted], of our staff, about your credit card account. As he advised, your direct deposit will not be cancelled, we will cease collection efforts by telephone, and once the account balance has been settled, the restrictions to usaa.com will be removed. If you have any additional questions, please contact Mr. [redacted] at [redacted] I 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. This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose.