Robert W. Carpenter, Esq.

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]

February 27, 2018
Mr. [redacted]. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your third submission regarding your checking account.
[redacted], of our staff, has been unsuccessful in her attempts to contact you. She has tried reaching you by telephone, and she also sent you an email with her contact information. She needs further clarification of your expectations. While she has confirmed that the Bank acted appropriately, she remains available to assist you.
Thank you for allowing us to reply.
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]

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]

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 4, 2015 [redacted]Complaint ID #: [redacted] [redacted]:  I am responding to your submission regarding the $100.00 legal process fee assessed to your checking account with the USAA Federal Savings Bank (FSB).  Our records...

reflect that on May 16, 2015, the FSB received an Order to Withhold Personal Income Tax from the State of California Franchise Tax Board under your name.  Therefore, a hold was placed on your checking account for the lien amount, a notice was mailed to you, and a $100.00 fee was assessed.  Between May 20 and June 1, 2015, the FSB received requests from the State of California Franchise Tax Board to release the levy.  The lien amount on hold was released.  As stated in the FSB's Service Fee Schedule, a legal process fee up to $100.00 will be charged for processing any type of garnishment, tax levy, or other legal order against an account, whether or not funds are actually paid.   [redacted], of our FSB staff, thoroughly reviewed this matter and attempted to reach you to discuss your concerns.  As a courtesy, the FSB opted to issue a refund for the full amount of the fee, and the credit posted to your account on June 1, 2015.  If you have any additional questions, Mr. [redacted] remains available to assist you, and he can be reached at [redacted] [redacted] [redacted] Thank you for allowing us 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]

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]

July 17, 2017
Mr. [redacted]  Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your account with the USAA Federal Savings Bank.
Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB). We...

responded to the CFPB on July 14, 2017.
Thank you for the opportunity to reply.
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]

June 30, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your checking account with USAA Federal Savings Bank (FSB). The FSB handles deposits in accordance with the Depository Agreement and Disclosures (DAD),...

which is provided to 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 Deposit@Mobile®, for up to seven business days from the date of deposit.  In some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant. Thank you for speaking with [redacted], of our staff, who provided you with the reasons the hold was placed on your deposit.  Mr. [redacted] confirmed the hold has been removed.  Should you have any further questions, Mr. [redacted] remains available to assist you, and he can be reached at ([redacted]  Thank you for allowing us to reply to you.   Sincerely, [redacted]

June 3, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the checking and savings account you recently opened with the USAA Federal Savings Bank (FSB). The Depository Agreement and Disclosures (DAD), which governs FSB deposit...

accounts, is provided to all account holders and is available on usaa.com. According to the DAD, “All financial institutions are required by law, including the USA PATRIOT Act, to obtain, verify, and record information that identifies each customer who opens an account with that financial institution and in certain other circumstances.” Thank you for speaking with Michelle Salas, of our FSB staff, who explained the documents required to confirm your identity. If you have additional questions, Ms. [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]

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]

Complaint: [redacted]
I am rejecting this response because: they have not addressed my concerns and believe that they did not do a thorough investigation.
Regards,
[redacted]

October 17, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your auto loan payments with USAA Federal Savings Bank.  [redacted], of our staff, was unsuccessful in his attempts to contact you. ...

Nonetheless, a thorough review of your account was conducted and he was unable to locate a conversation in which you requested to cancel the automatic payment arrangement.  I understand that you have concerns about your payments being credited correctly.  Mr. [redacted] remains available, should you wish to discuss further. At that time, corrections can be made should the opportunity present itself.      Thank you for allowing us the opportunity to respond.  Sincerely, [redacted]

June 27, 2017
Master Sergeant [redacted], USA (Ret.)
Complaint ID #: [redacted]
Dear Master Sergeant [redacted]:
I am responding to your submission regarding your multiple accounts with the USAA Bank (Bank). We take all matters of fraud very seriously, and our decisions are not made without...

thorough consideration.
After a thorough review, we determined all of your accounts with the Bank are valid and you remain responsible for the charged off accounts. In addition, we took steps to ensure the accounts are being reported accurately; however, USAA does not control what the credit agencies choose to show. Please know that the Bank follows all applicable federal regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity.
Unfortunately, members of our staff were unable to reach you by phone to address your concerns. If you wish to discuss to discuss this matter, Andrea Caballero and Pam Phillips, of our staff, remain 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.

September 15, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your checking account with the [redacted] Federal Savings Bank (FSB). [redacted], of our FSB staff, was unable to reach you to address your...

concerns.  Based on the proof provided by the merchant, our position remains unchanged.  Should you request a further review, you would need you to provide documentation showing the loan was paid in full or proof the authorization was revoked by the merchant. Should you wish to discuss the matter further, Ms. [redacted] can be reached at ([redacted]) [redacted] ([redacted]) or ([redacted]) [redacted], Extension [redacted]. We appreciate the opportunity to research the matter and reply to you.     Sincerely, [redacted]

November 22, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding a nonsufficient funds (NSF) fee assessed to your deposit account with the USAA Federal Savings Bank (FSB).   Thank you for speaking with [redacted]...

[redacted], of our staff, who confirmed that the $29.00 NSF fee was assessed appropriately in accordance with the FSB’s Service Fee Schedule. The fee posted to the account on November 13, 2017, which was the business day after an Automated Clearing House (ACH) transaction to Bridgecrest DT was returned unpaid due to insufficient funds.  Subsequently, a $220.33 ACH payment to Bridgecrest DT successfully debited your checking account ending in 2193.  Merchants may make multiple attempts to draft your account if a payment is returned; you would need to contact Bridgecrest DT for additional information regarding their ACH policy.  As previously advised, the FSB would not refund the fee as no bank error occurred.  You have received multiple courtesy refunds within the last 12 months, and no further refunds are warranted at this time.  The Service Fee Schedule is available for review at usaa.com.        We appreciate you allowing us to reply to you.    Sincerely,   [redacted]