Robert W. Carpenter, Esq.

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]

June 19, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding your account status with the USAA Federal Savings Bank (FSB). We responded to your complaint on June 10, 2015. While we recognize that you disagree, no new information has been presented that would warrant a change in our position. The business policy previously explained is applied equally and fairly and includes no access to usaa.com for seven years from the date of the bankruptcy filing as the FSB did suffer an unrecovered financial loss. 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. Other bank products are issued and serviced by USAA Federal Savings Bank.

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]

[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]

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]

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]

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]

May 18, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your USAA credit card. Our records show that several disputes were submitted for the monthly recurring charges from Transunion. We provided permanent credits for the charges that were...

duplicated, and we also mailed you written notices on the outcome of each dispute filed. We also reviewed your credit card transactions and there were no indications of unauthorized activity. [redacted], of our staff, was unsuccessful in her attempts to reach by telephone to discuss the matter in detail. If you have additional questions, Mr. [redacted] can be reached at [redacted] or [redacted]. We appreciate you allowing us to reply to you. Sincerely, [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]

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]

Complaint: [redacted]
I am rejecting this response because: How have you come to the conclusion that this is reporting accurate? I want validation that the debt is mine. If that can not be provided it needs to be removed from the report. 
Regards,
[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]

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]

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]

February 27, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your joint checking account ending in [redacted] with USAA Federal Savings Bank (FSB). We regret any frustration you experienced.
[redacted] of our staff, was...

unsuccessful in her attempts to speak with you regarding your concerns; nonetheless, she conducted a thorough review of your account. While Ms. [redacted] validated that the account had an overdrawn balance on November 19, 2016, she was unable verify a payment to the account in November. As a result of the overdrawn balance, funds were withdrawn from your mother’s accounts and your account ending in [redacted] to reconcile account [redacted]. Between December 18, 2016 and February 3, 2017, three automated debits were returned due to an insufficient balance, and the account was assessed three non-sufficient fund (NSF) fees, yielding an overdrawn balance of $87.00. Therefore, the $85.77 cash advance on February 3, 2017, coupled with the withdrawal of $1.23 from one of your mother’s accounts, brought the account to a zero balance. Since the overdrawn balance was reconciled, all accounts have been updated to a normal status, effective February 23, 2017. However, account [redacted] remains open as we have no closing instructions on file.
Mrs. [redacted], our core values of service, loyalty, honesty, and integrity are at the center of everything we do. Please note that the withdrawals to your mother’s accounts were done in accordance with the FSB's Depository Agreement and Disclosures, which is provided to all account holders and is available on usaa.com. If you have any additional questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to reply.
Sincerely,
[redacted]

September 22, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB). The FSB’s Depository Agreement and Disclosures, which is provided to all account holders...

and is available on usaa.com, states, “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, all deposit accounts you hold with the FSB were placed in a credits only status. I understand you spoke with [redacted], of our fraud staff, who determined that we are unable to remove the restriction on your accounts due to confirmed fraudulent activity that took place on your accounts. It is important to note that the FSB follows all regulations and acts in accordance with our core values of service, loyalty, honesty and integrity. Should you have any further questions, Mr. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [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...

October 20, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your checking account. Thank you for speaking with [redacted], of our staff, who explained the reason for the delay and confirmed the $300.00 promotional credit posted to your account on October 2, 2015. I apologize for any frustration you experienced as a result of this matter; however, we respectfully decline your request for additional compensation. Thank you for allowing us to reply to you. Sincerely, [redacted]

January 31, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your online account access.
We understand each person has a unique financial situation and that certain events outside of their control may cause difficulties. In...

keeping with the company’s core values and our commitment to the membership as a whole, [redacted] has adopted a policy that affects members who do not meet certain obligations with us. Unfortunately, [redacted], of our staff, was unable to speak with you to discuss your concerns in more detail, and she remains available at ([redacted]) [redacted]-[redacted] ([redacted]) or ([redacted]) [redacted]-[redacted], Extension [redacted], should you have any questions.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]