Robert W. Carpenter, Esq.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

April 11, 2017
Staff Sergeant [redacted] Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding your checking account 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.
[redacted], of our staff, completed a thorough review of your account and determined that the activity in question was not fraudulent. If you have additional questions, Ms. [redacted] remains available to assist you via message on usaa.com.
Thank you for your service and for allowing us to reply to you.
Sincerely,
[redacted]

January 27, 2017 Major [redacted], USA (Ret.)Complaint ID #: [redacted] Dear Major [redacted]: I am responding to your submission regarding your Brokerage account with USAA. The securities that you referred to in your statement remained in your USAA Brokerage IRA account at...

all times.  As we stated in our January 5, 2017, letter to you, in relevant part, “In order to make a withdrawal from your account or place a sale or redemption trade in your account you will need to contact a USAA Member Service Representative at [redacted]-USAA ([redacted]).”  However, we understand that you have initiated a full account transfer to another Brokerage firm, which is currently in progress.  Please contact the receiving firm regarding your securities and any future transactions. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

February 8, 2018   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding nonsufficient funds fees assessed to your USAA Federal Savings Bank deposit account.   Our records confirm that you filed an inquiry with the...

Consumer Financial Protection Bureau (CFPB).  We will respond to the CFPB accordingly.   Thank you for the opportunity to reply.   Sincerely,   [redacted]

July 12, 2017     Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your various accounts with USAA Federal Savings Bank.   Our records confirm that you filed an inquiry with the Consumer Financial...

Protection Bureau (CFPB).  We will respond to the CFPB accordingly.   Thank you for the opportunity to reply.   Sincerely,   [redacted]

August 14, 2015 [redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB), and I regret any inconvenience you experienced. Please note that the FSB does not send...

notices that a deposit account has been charged off if the balance is below $25.00, as in your case.  However, it is our business practice to send a notice to the accountholder prior to an account being charged off if the account is overdrawn.  Our records indicate that you had elected to receive all bank documents online during the time frame the transactions in question took place.  After thoroughly reviewing your situation and considering that you did not authorize the charges, a credit for $48.97 was issued to your account on July 31, 2015, which brought the balance in the closed account to $25.00.  Unfortunately, [redacted], of our staff, was unable to reach you by telephone to discuss your request for a bank account and return of the $25.00 balance.  At your convenience, you may contact Ms. [redacted] at [redacted] Thank you for allowing us to reply to you.   Sincerely, [redacted]

April 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]
I am responding to your submission regarding the addition of authorized users on your USAA Classic checking account. I regret the frustration this situation caused you.
A subsequent review of your account was...

completed, and I understand that you were able to successfully add both family members to your account after speaking with a representative through our chat feature. If you have additional questions, [redacted], of our staff, remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

July 24, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your automobile loan with the USAA Federal Savings Bank. We responded to your complaint on July 15, 2015. While we recognize that you disagree, we feel confident that the account is being reported accurately as, paid in full was a charge off. 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 30, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your USAA Savings Bank credit card.  I regret any frustration this caused you.   Thank you for speaking with [redacted], of our staff, who...

confirmed the credit for $6,838.67 was transferred to your new Visa Credit card.  If you have any additional 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.

July 20, 2015 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission about your attempt to withdraw funds from an ATM.  I regret any frustration you experienced. Thank you for speaking with [redacted], of our staff, who...

explained the dispute process and confirmed a temporary credit was applied to your account on July 13, 2015.  We value your feedback regarding the timeframe in which the temporary credit is provided, and we have shared it with our management team for review.  We are continually seeking ways to improve how we do business, and input like yours is very helpful.  Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and the alternative solutions provided were not meant to dissatisfy you or to benefit USAA.   Mr. [redacted], thank you for allowing us to reply to you.  Should you have any further concerns, Ms. [redacted] remains available, and she can be reached at [redacted] Sincerely, [redacted]

Complaint: [redacted]I am strongly rejecting this response because, USAA has claimed they have attempted to call me of which I have recieved no phone calls, emails at either email address they have, messages from their message center, or voicemails to any of the contact information they have for both my wife and I. As I stated in my original complaint this company has shown its true colors both in their response and claiming their financial advisors are working for my benefit, which the advice and actions they have taken only result in the bank claiming money that I have earned by providing them with the very freedom they are exploiting.  I trusted USAA and they have successfully used that trust to their own benefit.  They state they have told me something 5 years ago and then again in the small print of statements.   Specifically in 2010 they told me it was a bonds fund identical to a Roth IRA, which is also why they titled it as "Roth IRA" online.  I also was not told when I asked a few weeks ago and was not informed.  I asked if there would be any loss and the answer was no.  Finally, they themselves will admit and have admitted that they needed to redo their messaging and document system because it needed improvement, thus imagine how frustrating it is to find out they have been sending you messages and have been in the wrong location, I am willing to bet they are unopened messages.  They claim they care about military members but I contend the only way they will show it is to reimburse what they have taken from my account.  I am willing to bet they are going to refuse again based on their reputation against mine, instead of hearing my side.  It's thier choice and over time they will lose investors if they continue to go down this road. They have already lost some just based on this story.  The bottom line is, I would lose a significant amount of money to them if I kept paying into thier Roth IRA, or I guess annuity is what their financial advisory sold me into.  I thought financial advisors were required to look after my best interest.  As a father and husband the financial welfare of my family is critical and to stay with USAA's financial advisors(salesmen) and bank is by far not in the best interest of my family, in fact it would be irresponsible to continue to invest with them.With integrity,[redacted]

Complaint: [redacted]     I am rejecting this response because: This is NOT a consumer error.I didn't report fraudulent activity, because I didn't know there was any fraudulent activity going on. I could not access my online banking account, to see the activity. I called USAA to ask why I did not have access to both online banking nor debit card transactions. It was THEN that an employee of USAA told me my account was under review. It was because the employee told me that my account was under review I did not report any activity.Complaint 1:(a) I couldn't make any adjustments or view my accounts while someone else, who clearly did not have to show proper identification, was able to access my accounts and take out funds as they so chose. (b)Along the way I was being told I couldn't access my account because it was"UNDER REVIEW", but within that time of review, someone was withdrawing the money elsewhere. If I couldn't use my card, or access my account online then why was someone else?Complaint 2: *USAA told me my account was being reviewed AFTER I called them to ask about my inability to use both my debit card, and access my online banking. It is in my respectful opinion, that USAA should have notified me if they noticed any concerning behavior via text, or email, if not a phone call.I should have been notified as soon as they noticed suspicious activity, but I wasn't. Complaint 3:If I can provide proof that I was (a) NOT in the city where the money was withdrawn illegally, and that I was on government property, during the time of the incident, and(b) I was locked out of my account, at the time someone was still able to withdraw the funds, then how is this determined as "CONSUMER ERROR?" Complaint 4:I was told my account was "UNDER REVIEW," meaning that USAA was aware of suspicious activity. I was NOT MADE AWARE that I had to say anything if they saw it already themselves. Had it been made CLEAR that the account was under review,YET I still needed to report it, I would have done so right away.Complaint 5:I've spoken with [redacted], who is in the investigation and fraudulent department, and she concludes that at least one, but possibly up to 6, USAA team member(s), must have misinformed me about my account being "UNDER REVIEW."However due to the "Under Review" status, I didn't report anything. Had it been communicated CORRECTLY and in a TIMELY FASHION, on behalf of USAA, I WOULD have reported fraudulent activity right away.Since the company did not relay the information in a timely, or correct manner, the fraud continued on, and I didn't report anything until roughly two days later. *USAA's findings show that I waited too long to report fraud. My conclusion is that had I been properly informed/notified, of my account status, I would have done so in a timely manner. The argument that I had access to my online banking to review my "OWN" account" is false. It is BECAUSE I DID NOT HAVE ACCESS TO MY ACCOUNT that I called USAA in the first place, and what in turn had the EMPLOYEE tell me it was due to the investigation.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA has in tbe past submitted mailing information to my proper address. This excuse is yet another fabrication to cover up violations of the FDCPA
Regards,
[redacted]

December 27, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your accounts with the USAA Federal Savings Bank.
Thank you for speaking with Mr. [redacted], of our staff, who explained to you the events that transpired on...

your account. As he explained, we ask that you work with the auto dealership to have the check corrected so that we can proceed with processing the credit. Should you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

January 3, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your Secured American Express applications with the USAA Savings Bank and I regret any frustration this matter may have caused.   Unfortunately, [redacted]...

[redacted], of our staff, was unsuccessful in her multiple attempts to contact you to discuss your concerns. Upon inception of the account, proper disclosures were presented on usaa.com to allow seven to ten business days for delivery after we receive and verify the Certificate of Deposit (CD) was successfully funded.  On December 17, 2016, the secured credit card was mailed to the address on file and remains active.  Should you have additional 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.

March 29, 2018   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]   I am responding to your submission regarding your [redacted] funds transfer.   [redacted], of our staff, advised you returned her call and stated the funds were being returned to you...

by the recipient of the funds transfer.  Ms. [redacted] refunded one overdraft fee and one nonsufficient funds fee to your deposit account as a courtesy.  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: usaa blindly went along with some ridiculous notion tbat the check was alrered in some way. Not one single usaa employee Ive spoken with coumd figure out what was altered, other than the check writer put his new and current address on it. The other was exactly the same except different amounts and the very next check number, however that was not returned. Usaa should have requested some idea of what was altered, and at that point would have realized this [redacted] customer was committing fraud. Instead usaa just went along with thd fraud, which makes them as guilty as the checkwriter and [redacted]. And niw you wont send me a copy of this affidavit, so I can proceed with criminal charges against the checkwriter. What new information ,would it contain, an account number, well I have that, his name well I have that as well. The information is concerning me and you think it shoulx be withheld. Sickening how usaa treats its customers when their getting ripped off. You just went right along and even helped him steal from me. USAA YOU SHOULD BE ASHAMED OF YOURSELVES.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  At no time did USAA allow me to make any trades whatsoever once my account was taken off line!  I missed several opportunities as a result.  I find it extremely insulting that as a 40 Year Member of USAA I was totally dumped without any due process.  Shame on USAA!!  [redacted], Member Advocate (Are you kidding me?), personally took it upon herself to treat me with utter DISRESPECT.  She should be terminated from her position YESTERDAY.
Regards,
[redacted]

June 26, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding your home mortgage experience. I apologize for the delays and frustration you and your family recently experienced as we strive to provide quality service to our entire...

membership. Our employees are expected to be informative and to handle matters in a timely manner, and I can assure you that coaching has been provided to those involved to ensure other members do not have a similar experience. Thank you for speaking with [redacted], of our staff, about your concerns. I understand that Ms. [redacted] confirmed the closing date of June 22, 2015, and the closing has been completed. I am pleased to report that your request for reimbursement of the seller’s costs has been approved. Ms. [redacted] currently awaits receipts for your expenses to provide your family with the same consideration. Should you have any further questions, Ms. [redacted] remains available to assist you, and she can be reached at [redacted] Thank you for allowing us the opportunity to review our actions and to respond to you. Sincerely, [redacted]

Tell us why here...August 19, 2015 [redacted]
[redacted]
Dear Mr. [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank. 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]