Robert W. Carpenter, Esq.

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

June 26, [redacted] Dear [redacted] : I am responding to your submission regarding your June 19, 2015, wire transfer request I regret any frustration or inconvenience this matter has caused you as our employees are expected to be courteous and informative Thank you for speaking with [redacted] , of our USAA Federal Savings Bank (FSB) staff Mr [redacted] confirmed that the FSB processed your wire transfer request promptly As such, we respectfully decline your request to refund the wire transfer fee or reimburse you for fees assessed by another financial institution Should you have any additional questions, Mr [redacted] remains available We appreciate you allowing us to review your concerns and respond 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 Good afternoon this message is for Mrs [redacted] I was writing to let you know I was able to find out what happened to the $that went missing from my bankIt took awhile to figure it out because I wasn't given the proper information from the beginning but I was able to speak to the right person at USAAAnd I got my answer to where the funds went Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I didn't make that deposit or withdrawlsWhen I looked into my account nothing was supciousWhen I tried going back in I was locked out of my accountI called usaa and they told me my account was under investigation before that check was ever deposited and if it was how was this able to occur if you locked and froze my asessts? I then noticed something off and called about itI was informed it was being handled and to call back if I heard nothing in the next three daysI had to call constantly because no one was informing how this occurredI was then being thrown around to every other depeartment for clarificationNo one was willing to help and it wasn't until I filed this report did I receive any information at all in which I was rudely handled with unable to ask questions and then hung up on Regards, [redacted]

December 14, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your second submission regarding your USAA brokerage account On December 13, 2017, [redacted] , of our staff, provided a copy of both the August and October 2, 2017, notifications that were emailed to you MsBefanti advised you that you were given only one day to bring your balance up to the minimum required amount, as your account was scheduled to close on December 7, If you have any additional questions, Ms [redacted] remains available to assist you We appreciate the opportunity to review your concerns again and respond to you Sincerely, [redacted] USAA means United Services Automobile Association and its affiliatesAccounts are introduced and brokerage services provided by USAA Financial Advisors, Inc(FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPCClearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC

January 3, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding three overdraft fees that charged to your USAA Federal Savings Bank checking account [redacted] , of our staff, was unsuccessful in her attempts to contact you; nonetheless, our records show that, as a courtesy, two of the three overdraft fees were refunded on December 14, Ms [redacted] declined any additional fee refunds as no bank error occurred If you have any other questions, Ms [redacted] remains available to assist you We appreciate the opportunity to reply to you Sincerely, [redacted]

September 30, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your usaa.com access and credit card accountWe appreciate the opportunity to respond and hope that you find the following information responsive to your concernsOur records reflect in April 2010, we sent a notice to your address of record to advise you that your relationship with USAA and any of its affiliates were being dissolved to the extent allowed by lawThe notice also stated that USAA would be discontinuing your access to usaa.comSubsequently, your credit card account was closedAccording to the USAA Credit Card Agreement, which is provided to account holders when an account is established and is available to review on the public side of usaa.com, we may close or suspend an account at any time without prior noticeSince April 2010, monthly statements for the credit card account were mailed to your address of recordThe statements disclosed the balance, minimum payment due, and payment due dateThey also explained that you could mail a payment with the provided payment coupon, or submit a payment by telephone or third-party bill pay serviceWhile access to usaa.com was restricted, USAA received periodic payments from April to August As a result of minimum payments not being received by the due date, at all, or in full, appropriate fees were assessed and reflected on your statementsWe respectfully decline your request for a reimbursement of fees, and we regret that we are unable to locate any previous correspondence to the USAA Federal Savings Bank regarding this matterUSAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we reject your allegations of improprietyThank you for allowing us to research this matter and respond to youShould you have any questions regarding your credit card account, [redacted] , of our staff, is available to assist you, and she can be reached at [redacted] Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

December 7, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding a credit card 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] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

September 28, [redacted] Dear Mr [redacted] : I am responding to your submission regarding the deposit hold you experiencedWe regret the frustration that you and your family experienced, and we appreciate the opportunity to review your concerns and reply to youThe USAA Federal Savings Bank (FSB) handles deposits in accordance with applicable federal regulations and with the Depository Agreement and Disclosures (DAD), which is provided to account holders when an account is established and is available for review any time on usaa.comThe DAD states that 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 depositIn some instances, the FSB may make funds available sooner based on various factors the FSB, in its sole discretion, deems relevantThe FSB provides multiple options to deposit funds into your USAA checking account such as Easy Deposit at The UPS Store®, direct deposit, wire transfer, or mailIt is important to note that the FSB acts in accordance with banking regulations and with our core values of service, loyalty, honest, and integrityWe reject your allegations of violating federal law and respectfully decline your request for compensationThank you for speaking with [redacted] , of our staff, on September 17, I understand that after reviewing your recent account history, Ms [redacted] released the hold as a courtesyPlease note that future deposits are subject to holds, except direct deposits and wire transfersShould you have any further questions, Ms [redacted] remains available to assist youSincerely, [redacted]

September 23, 2016 Staff Sergeant [redacted] , USAComplaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding your USAA Federal Savings Bank automobile loans. I regret any frustration that you experienced. Thank you for speaking with... [redacted] , of our staff, who reviewed your account with you. She confirmed that a change to your payment due date was processed and that late fees were waived. I understand she also requested a copy of the credit report you obtained to confirm that it is showing 60 and 90 day late payments. Our records do not indicate late payments over 30 days on your account; so, if necessary, changes will be made. If you have any other questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your auto and property insurance bill I regret any inconvenience or frustration you experienced as a result of this matter Thank you for speaking with [redacted] ***, of our staff, about your concerns As [redacted] advised, your son was removed from the auto policy effective November 19, 2015, the late fee was waived, and the check was deposited into your USAA Federal Savings Bank checking account I hope that your conversation with [redacted] reassured you that your satisfaction is important to us If you have additional questions, [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

July 18, Mr [redacted] * [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB)We regret the frustration you experienced as we make every effort to ensure our members’ accounts are serviced efficiently and accuratelyThank you for speaking with [redacted] of our staffI understand that a credit posted to your account ending in [redacted] for the garnishment amount and for the legal processing fee that the FSB chargedIf you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to research your situation and to reply to youSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

September 29, [redacted] Dear Mr***: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB)Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will respond to the CFPB accordinglyThank you for the opportunity to replySincerely, [redacted]

September 8, [redacted] Dear Mr [redacted] : I am responding to your submission regarding the processing of your checks through the USAA Money ManagerI regret any frustration you have experiencedThank you for speaking with [redacted] , of our staff, who explained, in May 2015, a temporary outage was identified with the Money Manager systemThe outage has since been corrected and the system is working as designedIn order to apply for reimbursement, please provide Ms [redacted] a copy of the receipts reflecting the costs you incurred as a result of the outageOnce the receipts are received and evaluated, Ms [redacted] will follow up with youWith regard to your deposit hold, the USAA Federal Savings Bank (FSB) handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to account holders when they establish a deposit account and is available for review on usaa.comAccording to the DAD, the FSB can place a hold on funds deposited via Remote Deposit Capture, such as Deposit@Mobile, for up to seven business days from the date of depositIn 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 the FSB, and such other factors as USAA, in its sole discretion, deems relevantMr [redacted] , we appreciate the opportunity to reply to youShould you have any questions, Ms [redacted] can be reached at [redacted] Sincerely, [redacted]

March 9, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs***: I am responding to your submission about the handling of a funds transfer on your deposit account with the USAA Federal Savings Bank Our employees are expected to respond to our members promptly, and I apologize that this was not your experience Please know that coaching was provided to prevent a future occurrence Thank you for speaking with [redacted] , of our staff, who confirmed the $2,was returned to your account on March 1, I hope that your conversation with Ms [redacted] reassured you that your satisfaction is important to us If you have additional questions, she 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, has a billing system that does not workIv had multiple times on my insurance alone that they have had to adjust my account due to them not taking money out or them taking money at the wrong timeI believe this is the issue with the loanThis is a simple fix, this company is not for its members but only out for themselves Regards, [redacted]

December 22, 2017 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted] : I am responding to your submission about the handling of your auto dividend. We regret any frustration or inconvenience you may have experienced. I understand that you spoke with... [redacted] , of our staff, about your concerns. As Mr. [redacted] advised, a USAA error was not identified with regard to the electronic distribution of your auto dividend. Therefore, the distribution was sent to you via mail. Should you have any further questions, Mr. [redacted] remains available to assist you. Mr. [redacted] , we appreciate you allowing us to reply to you. Sincerely, [redacted]

September 11, [redacted] Dear Mr [redacted] : I am responding to your second submission regarding a payment to your credit card account with the USAA Federal Savings BankThank you for speaking with [redacted] , of our staff, who confirmed that you received a courtesy credit check for the inconvenience you experiencedI understand you also advised Ms [redacted] that you consider this matter resolvedWe appreciate the opportunity to review your concerns againSincerely, [redacted]

[redacted] I am responding to your submission regarding your debit card dispute. 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]