Robert W. Carpenter, Esq.

Complaint: [redacted]
I am rejecting this response because:I asked for appraisal to be canceled not the loan. This is a simple lie on the behalf of USAA and reflects the utter lack of integrity within the organization. In addition, USAA is focusing on this one issue rather the entire experience which was filled with incompetence by usaa mortgage officers throughout. I will now be considered legal action against usaa for damages. 
Regards,
[redacted]

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. However, I would like to add that if the account was paid off in an amount that was less than was needed to settle the original debt, why was I not receiving statement each month letting me know that I had a balance.  The first time I received a notification that there was an outstanding amount, I also received a collection call.  I don't think this is a fair practice by USAA.
Regards,
[redacted]

August 2, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your checking account dispute claims.
Thank you for speaking with [redacted], of our staff, who explained the dispute process. She confirmed that provisional...

credits were placed in your respective checking accounts and are pending response from the merchant before becoming permanent. 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:You said you contacted me on 9/28, which I have no record of. All the documentation you requested was provided and the reason you gave me for denying my loan is a LIE. You offered to resubmit my loan which, to me, means you had enough information to process it the first time. Also, you removed my review on your website for "not meeting standards" but I feel everything in my review was the truth and factual.Customers should not have to resort to filing complaints to be heard so I will be taking my business elsewhere and I definitely will not recommend your business to anyone I know.
Regards,
[redacted]

May 22, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your loan request with the USAA Federal Savings Bank (FSB).  We regret any frustration or inconvenience this matter caused you.  Thank you for...

corresponding with [redacted], of our FSB staff, who explained that a thorough review of your application confirmed your loan decision was appropriate.   It is important to know that the FSB follows fair lending guidelines and applies underwriting procedures consistently and uniformly to all applications.  In addition, the FSB acts in accordance with our core values of service, loyalty, honesty, and integrity, and we respectfully decline your request to remove all advertising information.   [redacted], our decisions are not made without careful consideration and sometimes that involves delivering news which we know our members may find disappointing.  We appreciate your service to our country and the opportunity to respond to you.   Sincerely, [redacted]

June 25, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the credits related to fraudulent activity with your USAA checking account, and I apologize for the frustration and inconvenience this matter has caused you. Our employees strive to...

provide quality service, and coaching has been provided to those involved to prevent a recurrence. Our records reflect that in April 2015, an investigation was initiated following the report of three fraudulent transactions totaling $88.53. Of those, two charges of $38.95 from PAYPAL [redacted] were disputed and the third charge was found to be valid. On May 30, 2015, the supporting documentation we received from the merchant was provided to you on usaa.com. Cyndi Padron, of our staff, thoroughly reviewed your account and confirmed that after you were advised of the permanent credits; one credit was inadvertently reversed. Ms. [redacted] reissued the $38.95 credit on June 19, 2015. She was unsuccessful in reaching you by telephone to discuss your situation; however, 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 13, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your auto loan payments to the USAA Federal Savings Bank, and I regret any frustration this matter may have caused.   [redacted], of our staff, was...

unable to reach you to discuss your concerns.  Nonetheless, she reviewed your account carefully and determined that your loan was not overpaid.  Per a phone conversation held on August 30, 2017, you were advised that your loan was past due three months.  You authorized two payments in the amount of $300.00 and $392.53, which posted on August 31, 2017, and made the loan current.    You were correctly advised that your vehicle could go up for repossession if the loan remained past due; therefore, we respectfully decline your request to refund the $692.53 payment as that would place your loan back in a delinquent status.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

June 14, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [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.   I understand that [redacted], of...

our staff, initially confirmed with you the recurring payment was cancelled but she was unsuccessful in her subsequent attempts to discuss the findings of her additional research.  Nonetheless, she conducted a thorough review and I hope you find the following information helpful.  On February 21, 2017, a check for $140.00 made payable to [redacted]. debited your deposit account.  We received a letter dated February 27, 2017, in which you requested to close your account and we complied, closing the account on March 23, 2017.  An error was identified where the Web Bill Pay was not cancelled when the account was closed allowing three checks to be sent to [redacted].  Coaching has been provided to those involved to prevent a similar occurrence.  At this time, no fees have been assessed to you by USAA; however, Ms. [redacted] remains available to discuss any fees assessed to you by [redacted]. Additionally, please know that any drafts made before the account closure will not be refunded.    USAA acts in accordance with our core values of service, loyalty, honesty, and integrity and your allegations of not being able to communicate with USAA were unfounded. Please know that you can communicate with USAA by calling our toll free telephone number or by utilizing email and Click–to-Chat features on usaa.com.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

July 22, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding the payment you scheduled to a closed USAA credit card account. We regret any frustration you experienced. On June 25, 2015, you advised us...

about the misdirected payment, but tracking information was not provided from the sending bank. As [redacted], of our staff, explained, upon further review it was determined that the $214.88 payment was applied to your USAA auto policy premium on June 15, 2015. The payment was reflected on your June 30, 2015, auto and property insurance statement. Thank you for 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.

September 1, 2017
Sergeant Stevon [redacted]
Sergeant [redacted]

Complaint ID #: [redacted]
Dear Sergeants [redacted]
I am responding to your second submission regarding the direct deposit from the Department of Treasury, which posted to your checking account with USAA Federal Savings Bank (FSB).
We responded to your complaint on August 23, 2017, and you have not presented any new or additional information that would warrant a change in our decision. 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.
While we appreciate another opportunity to respond to you, we consider the matter closed.
Sincerely,
[redacted]

May 2, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your recent mortgage experience with the USAA Federal Savings Bank. I regret any frustration you may have experienced.
Thank you for speaking with [redacted], of...

our staff, who confirmed that a request was submitted for reimbursement of the $95.00 for the termite inspection. We ask that you allow 30 to 40 business days for the check to be issued. Should you have additional questions regarding this matter, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

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]

November 24, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your access to usaa.com.   Thank you for speaking with [redacted], of our staff, who explained how to access the funds in your account. ...

In addition, as you requested, a copy of the letter regarding your September 20, 2017, auto claim was sent to you on November 20, 2017. As [redacted], of our staff, explained, we are unable to reinstate your account access.    We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

October 19, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your joint bank account with the USAA Federal Savings Bank (FSB). We responded to your complaint on October 7, 2016.  While we recognize that you disagree, we feel confident that the correct decision has been made.  In order to conduct a fraud investigation, you would need to provide a police report. At this time, 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]

November 1, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your mortgage payments.
Thank you for speaking with [redacted], of our staff, who addressed your concerns. Our records show that the Annual Escrow Account...

Disclosure Statement sent to you provided an explanation that there was a shortage in your escrow account. As discussed, the funds that were placed in a suspense account were returned to you per policy. Please note that no late fees were assessed and your account is current. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

January 28, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the credit for a USAA checking account promotional offer. We strive to provide quality service to our entire membership, and I regret any frustration you experienced....

Thank you for speaking with [redacted], of our staff, who confirmed that the communication regarding the $300.00 promotional offer sent to you specifically states, in pertinent, the following: “To receive the $300 credit, account holder must set up and have two qualifying direct deposits in amounts greater than $250 each post to the checking account during the offer period June 19-September 16, 2015, with posting no later than September 16, 2015. Direct deposits made before or after the offer period are not eligible for $300 credit.” Because your direct deposit in September 2015 did not post to your account within the specified timeframe, your account was not eligible for the promotional credit. Mr. [redacted], it is important to note that USAA abides by all banking regulations as well as our core values of service, loyalty, honesty, and integrity. Should you have any additional questions, Mr. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:, they have not responded to anything. The complaint to the comptroller is completely separate. I would like them to respond to my Revdex.com complaint, so that it will be  in a public firum for all to see. I doubt very much that they will do the right thing, since they havent yet, but at least the public will know, and maybe I can help somebody else avoid doing business with and finding out the hard way like I did that USAA is not what they would have the public beleive.
Regards,
[redacted]

July 9, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).
 
The FSB complies with all banking regulations and with our core values of...

service, loyalty, honesty, and integrity.  FSB deposit accounts are governed by the Depository Agreement and Disclosures (DAD), which is provided to account holders at account inception, and it is also available online.  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.”
 
[redacted], of our FSB staff, conducted a thorough review of your account.  He verified that multiple NSF fees were assessed to the checking account in April and May 2016 in accordance with the DAD and that one of the fees was refunded as a courtesy.  He also found that at the times you asked to close the account in June 2016, the FSB staff explained that the account could be closed five business days after a deposit was completed.  It is important to note that an account with a negative balance cannot be closed until the deficit is recovered.  When the FSB staff offered to assist you by submitting an ACH stop payment request or an ACH dispute, you declined.  Although Mr. [redacted] was unsuccessful in reaching you to discuss his findings, he refunded two NSF fees, as a courtesy, which brought the account balance to zero, and he closed the checking account, as you requested.
 
Mr. [redacted], while Mr. [redacted]’s analysis did not find evidence that you had disputed numerous ACH fees for months or that you were given conflicting information, I regret any confusion that may have occurred. Should you have questions, Mr. [redacted] remains available to assist you.  Thank you for the opportunity to review your concerns and reply.
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA did nothing to resolve the issue or admit wrongdoing on their part. This is just another in a long string of customer service related issues I have had with USAA. In the last few years customer service has completely failed at USAA. I will be taking my business elsewhere and sharing my experiences with USAA to as many people as possible via social media and other outlets. This company has become a totally unreputable business and should be given an "F" by the Revdex.com.
Regards,
[redacted]

Tell us why here...January 28, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your credit card account with the USAA Federal Savings Bank. We responded to your complaint on January 8, 2016. 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. 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.