Robert W. Carpenter, Esq.

August 5, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your accounts with the USAA Federal Savings Bank (FSB). It is important to note that the FSB acts in accordance with federal regulations; the FSB’s Depository Agreement and...

Disclosures (DAD); and our core values of service, loyalty, honesty, and integrity, and we reject your allegations of impropriety. According to the FSB's Depository Agreement and Disclosures (DAD), which is provided to all new account holders and is available on usaa.com, "If FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may 'freeze' (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities." As such, an investigation has been initiated, and your accounts are in a credits-only status. Should we need additional information while we are investigating this matter, we will contact you directly. 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. Sincerely, [redacted]

June 1, 2016
 
Mr. Michael A. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your experience when you contacted the USAA Federal Savings Bank about a deposit hold.  I apologize for the frustration you experienced as we...

strive to provide quality service to our entire membership, and feedback about your situation has been shared with the appropriate areas.
 
[redacted], of our staff, was unsuccessful in her attempts to reach you by telephone to address your concerns.  Nonetheless, a thorough review of your account was conducted which confirmed that the hold was released on the appropriate date.  If you have additional questions, Ms. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

October 11, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding two disability check deposits that occurred after your USAA Federal Savings Bank (FSB) account was closed.
Our records confirm that you filed an inquiry...

with the Consumer Financial Protection Bureau (CFPB). We will respond to the CFPB accordingly.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 19, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the unauthorized withdrawals by PayPal from your checking account with the USAA Federal Savings Bank (FSB).
Our records indicate that two nonsufficient funds fees (NSF)...

totaling $58.00 were assessed to your account for PayPal transactions that were returned due to insufficient funds. As such, the account was overdrawn by $57.00, and a Notice of Overdraft was sent to you address of record. The notice advised you that the account would be closed and reported to the consumer reporting agency if it remained in an overdrawn status for 41 consecutive days.
[redacted], of our staff, was unsuccessful in her attempts to speak with you. However, she conducted a thorough review of your account, and as a courtesy she refunded the two NSF fees. Additionally, the balance owed on the account of $29.12 was recovered and the overage of $28.88 was sent to your address of record via an official check. Since a charged off account cannot be reestablished we are unable to honor your request to reopen the account. Please note that a new account application is required to open a new account. Ms. [redacted] remains available should you have additional questions.
It is important to note that all actions on your account were in accordance with the FSB’s Depository Agreement and Disclosures, which is provided to all account holders and is available on usaa.com.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

Ms. Danielle R Thurber
Complaint ID #: [redacted]
Dear Ms. Thurber:
I am responding to your submission regarding your late father’s USAA Brokerage Services SEP IRA account.
Our records reflect that on January 10, 2017, Member Advocate Patricia Hinojosa mailed you a detailed response...

addressing your concerns. If you have additional questions, she remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 16, 2016 Major [redacted], USAF (Ret.)Complaint ID #: [redacted] Dear Major [redacted]: I am responding to your submission regarding your mortgage refinance with USAA Federal Savings Bank.  I regret the frustration you experienced, as we strive to provide quality service...

to our entire membership. Thank you for speaking with [redacted], of our staff, who explained why were are unable to waive the rate lock extension fee, and that a float down rate lock option is not available.  While we would appreciate the opportunity to restore your confidence in USAA, should you choose to cancel your loan, you will not be charged any fees.      We understand this is not the outcome you were seeking; however, we appreciate you allowing us to look into this matter and to reply.  If you have any additional questions, Mr. [redacted] remains available to assist you. Sincerely, [redacted]

August 18, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB).  We take all matters of fraud very seriously, and our decisions are not made without thorough...

consideration.    Thank you for speaking with [redacted], of our staff, who discussed the outcome of the fraud investigation, and the determination that you participated in the scam activity.  The 30 day closure timeframe is allotted to allow for any potential item to return unpaid or clear the account prior to the closure.  An exception was made to close your account prior to the end of the 30 day timeframe.  You were issued a check for the remaining funds in your account, and your account was closed on August 10, 2016.    The FSB follows all applicable federal regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity.  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. Based on your account transactions, we exercised our right, to the extent allowed by law, to discontinue doing business with you.  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

February 12, 2018
Dr. [redacted] Complaint ID #: [redacted]
Dear Dr. [redacted]:
I am responding to your submission regarding your loan with USAA Federal Savings Bank. I am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire...

membership.
Jacqueline [redacted], of our staff, completed a thorough review of your application for the refinance of the personal loan ending in 5576. Our records indicate the appropriate decision was rendered. Accordingly, an Adverse Action Notice was sent to you advising you of our actions. If you have additional questions, Ms. [redacted] remains available to assist you.
Thank you for your service and for allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I cannot in good faith say this complaint has been resolved. This is not the first time that they told me the problem was resolved. However, the charges are still on my card, and now to make matters worse. My credit score has dropped approximately 200 points, because USAA billing department continue sending the charge to the credit bureau for none (delinquency ) payment. Even though I was instructed by the dispute department not to pay the charge and the investigation is concluded. I have contacted USAA and let them know that the charge was still on my account. They told me to give it a fewdays to allow the charges to be taken off.  However, the charge is still on my card to this day,  and now my credit score is ruin. Now my credit score is at it's lowest rating since I have established my credit. Prior to this USAA fraudulent charge, my credit score was up to 820, now it's dropped to 640. I cannot and will not accept that this is settled until that charge is off my account and USAA contact the credit bureau and correct the discrepancy on my report. Thank you for your attention and assistance in this matter.Respectfully  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I feel that the way the company corrected there blunder is not enough to compensate me at this time.
Regards,
[redacted]

January 10, 2018   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your second submission regarding your debit card dispute,   We responded to your complaint on December 27, 2017.  [redacted], of our staff, confirmed that our previous response is appropriate and 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]

Complaint: [redacted]
I am rejecting this response because: I understand the DAD policy but in the voice messages [redacted] left he stated that he wanted to go over the policy to keep funds for 7 to 10 days not resolve this issue. USAA kept the funds for 9 days. I was told because I did not use this bank regularly they have the right to do so. I have 2 other credit unions in which I use and I have placed large amounts in this bank two other times and they never held funds that long. I called  back to make an attempt to get resolution after [redacted] called and was sent to the "Resolution" department when I asked for a manager. They reviewed it and said they see no reason to change it. I have never bounced a check, I have paid all my cards off monthly and have never given them a reason to hold my funds. It is "just because I don't use this account" is the only reason why they did this. To just go over their policy is not a resolution to me. The "resolution" department said it the best, "I do not use this account often" so they do have the right to hold my funds. I was also told I was welcomed to take my business elsewhere. That is pretty much what I intend to do. Someone should never be subjected to mistreatment because they don't use their product on a regular basis.
Regards,
[redacted]

October 23, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding your mortgage application.  We know that buying a home can be a stressful experience, and it is our goal to work with our members to make the home mortgage loan process...

simple.   After working with you about your concerns, we have learned that you will be submitting a new application to purchase a home.  If you have any further questions, [redacted], of our staff, remains available to assist you.  Thank you for allowing us to review this matter and reply to you.  Sincerely,[redacted]Tell us why here...

Complaint: [redacted]
I am rejecting this response because: USAA still needs to respond with the facts and truth.  Its not up to you to close the case. I asked for underwriting /and or banking personal to contact me, so far no-one has not.  I need to discuss my personal concerns with the person(s) who reviewed my application the first time and the second time when the retirement income was added.   That has been my request from the beginning and its my right to speak with the personnel involved . 
Regards,
[redacted]

April 19, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [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 3, 2017, deposit was immediately available to you, and the remainder was placed on hold for four days. As a courtesy, on April 4, 2017, we refunded the $29.00 non-sufficient funds fee.
[redacted], of our staff, was unable to reach you to discuss your concerns by telephone. Ms. [redacted] thoroughly reviewed your checking account and confirmed that the hold was appropriate. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

June 12, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your auto loan application with the USAA Federal Savings Bank (FSB).   Our records reflect that you spoke with an FSB representative on May 25, 2017,...

about your application.  A review of the call recording confirms the representative advised you that a new application would need to be submitted as your first application was discontinued.  After processing the new application, the representative informed you that the approval terms included a maximum loan-to-value of 80 percent.  Your May 25, 2017, approval letter also explained that final approval was subject to the loan amount not exceeding 80 percent of USAA’s determination of the collateral value.   Prior to submitting your contact information, you accepted TrueCar’s Terms of Service and Privacy Policy, including a disclosure which stated, “I agree that TrueCar and its Certified Dealers may communicate pricing and purchase options by email, text or phone. Some dealers may use automated technology. I understand that consent is not a condition of purchase.”   [redacted], of our FSB staff, was unsuccessful in his attempts to reach you to discuss your concerns.  If you have additional questions, Mr. [redacted] remains available to assist you.  We appreciate you allowing us to reply to you.   Sincerely,   [redacted]

[redacted]
[redacted]
[redacted]
[redacted] I am responding to your submission regarding activity related to your USAA Federal Savings Bank (FSB) deposit accounts. I regret if you received any conflicting information regarding this situation. Your...

experience was shared with the appropriate areas. Our records show that a deposit account ending in [redacted] was closed on February 5, 2009, with an outstanding balance owed, and a notification was mailed to your address of record. Subsequently, on February 9, 2016, you established and funded two deposit accounts online. The next day, the FSB applied the funds from the new accounts to the charged-off account balance. When deposit accounts are established, account holders are provided with the FSB’s Depository Agreement and Disclosures (DAD), and it is also available online. It informs account holders that accounts and the DAD shall be governed by federal law and regulations applicable to federal associations such as FSB, and to the extent that local law applies, by the laws of the state of Texas. In addition, the DAD notes, “You agree that FSB may, without prior notice or 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 . . .” [redacted], of our FSB staff, was unsuccessful in reaching you by telephone or email. However, his thorough analysis confirmed that the FSB handled this matter appropriately in accordance with all applicable banking regulations and with the DAD. Please note that the account ending in [redacted] has a remaining balance owed. Ms. [redacted], while we understand this is not the outcome you were seeking, we appreciate the opportunity to review the situation, explain our position, and respond. Mr. [redacted] remains available to assist you should you have additional questions. Sincerely, [redacted]

March 13, 2018 Ms[redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding unauthorized accounts established in your name with the USAA Federal Savings Bank. [redacted], of our Financial Crimes Investigation staff,...

spoke with you briefly regarding your concerns.  Mr. [redacted] confirmed you were the victim of a profile takeover; as a result, the deposit accounts ending in 6324 and 6332 will be rescinded from your name as fraud.  We regret any frustration or inconvenience you experienced as a result of this matter.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

April 6, 2018   Airman [redacted], USAF Complaint ID #: [redacted]
  Dear [redacted]   I am responding to your submission regarding the restriction placed on your USAA accounts.  I regret any inconvenience this matter has caused you.   Thank you for...

speaking with Erica [redacted], of our staff, who explained that an isolated error occurred on March 28, 2018, which resulted in multiple representatives being unable to assist you in removing the restriction on your account.  Ms. [redacted] noted that the following day you spoke with a fraud analyst who returned your account to a normal status.  If you have any additional questions, or if you incur any external fees due to the restriction, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,  
[redacted]

September 11, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank and I regret any frustration this matter may have caused you.   Thank you for speaking...

with [redacted], of our staff, who discussed your concerns.  Our records indicate that we received your Written Statement of Unauthorized Debit form.  As such, on August 28, 2017, we issued a provisional credit of $587.66 to your account.  We will communicate the final resolution of our findings in writing 45 calendar days from the date the dispute was submitted for review.    Mrs. [redacted], I regret that we did not meet your service expectations, as we strive to provide quality service to our entire membership.  Our employees are expected to be informative and it was identified that we could have done a better job when servicing your account.  Please know that coaching was provided to those involved to prevent a similar occurrence.  Should you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]