Robert W. Carpenter, Esq.

Complaint: [redacted]
I am rejecting this response because: USAA can restrict access to anyone's account, but that is not the issue at hand - so lets cover the issue which is USAA Federal Savings Band Blocking Access to the online wed site that allows me to view statements, documents. USAA has blocked access to my USAA Auto Insurance, USAA has blocked membership medical benefits, such as dental and vision benefits, my USAA Auto insurance is paid in full and in good standing, yet USAA has blocked the web site and will not allow me access, I wanted to enroll for medical benefits and take advantage of the USAA discount, I am unable to do this, Again USAA has me blocked from the web site. So in short, USAA claims that I owe money on 2 credit cards, which is true, I do owe USAA money on two credit cards, but USAA was also called and told last November that I was laid off from work and would not be able to pay the payments on those 2 credit cards, so there shouldn't be a surprise to USAA  My issue is unfair collection practices on behalf of USAA Federal Savings Bank, The bank has blocked all online access, denying access to my USAA auto insurance account, that is paid in full and USAA is also denying my right to take advantage of the Dental and Vision Medical Benefits offered to all USAA Members. I should be able to log onto USAA at any time and see and print any financial documents, make changes or print insurance documents, and take advantage of my membership discounts to enroll in Dental and Vision Medical Benefits, USAA should not be allowed to block my access to this information simply because I was laid off from work and cannot pay my credit card bill (Welcome to 80% of America USAA) Further USAA under Federal Law is required to give me at least 30 day written notice of their intent to charge the accounts off, USAA did not provide any notice, USAA simply charged the accounts off - I Never even had a chance to dispute any charges on the accounts
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. Thank you so much for working with me. It is much appreciated!
Regards,
[redacted]

December 11, 2015
[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your second submission regarding access to the website and the handling of your credit card with the USAA Federal Savings Bank. Our records confirm that you filed an inquiry about the...

same matter with the Consumer Financial Protection Bureau (CFPB).  We responded to the CFPB on June 16, 2015, with a full explanation.  Since that response, our records indicate that you have made multiple successful contact attempts with USAA by phone and on usaa.com.  The USAA Federal Savings Bank acts in accordance with regulations as well as with our core values of service, loyalty, honesty, and integrity, and we strongly disagree with your allegations of wrongdoing.  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....

Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank.
As we have previously advised you, we confirmed that you did request the first payment to be withdrawn on March 11, 2016. ...

As [redacted], of our staff, advised you, we were able to find a resolution which would accommodate your request to have the February payment returned to you.  However, I understand you declined the option as it would require you to submit new loan documentation.  Ms. [redacted] remains available should you decide to accept the offer.  We apologize for the inconvenience this matter caused you. 
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

June 10, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your joint checking account and your spouse’s individual checking account with the USAA Federal Savings Bank (FSB).
 
Between April 29, 2016 and...

May 2, 2016, funds transfers totaling $1,723.44 were issued to the joint account ending in 2946. Between May 2, 2016 and May 18, 2016, the funds, which included the $861.72 miscellaneous credit and the funds transfer of $300.00 and $561.72 in the account 2946, were depleted. [redacted], of our staff, sent a Member Message explaining credits totaling $1,723.44 were made available in account 2946. A conversation Ms. [redacted] had with Mrs. [redacted] confirmed the miscellaneous credit was noted but was assumed to be from another source.  Because the funds were depleted a transfer could not be processed to cover the negative balance. Per the FSB’s Depository Agreement and Disclosures (DAD), which is provided at the time of account inception, “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, and/or any fees or service charges owed to FSB.”  On June 1, 2016, funds were transferred from account 2946 for just this purpose.
 
Please note that protecting the security of our members’ accounts is our top priority.  Ms. [redacted], of our staff, was unsuccessful in her attempts to reach you by telephone.  Due to privacy concerns, we are unable to discuss any information regarding Mrs. [redacted]’s account with you, as it is an individual account and we do not have prior authorization from the account holder. The FSB acts in accordance with all applicable banking regulations as well as our core values of service, loyalty, honesty and integrity, and we strongly reject any allegations of wrongdoing.  Ms. [redacted] can be reached at [redacted] should you need to discuss this matter further.
 
We appreciate the opportunity to look into this matter. 
 
Sincerely,
 
[redacted]

August 24, 2015 [redacted]
[redacted] Dear Ms. [redacted]:  I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank.   Our records confirm that you filed an inquiry with the Arizona Attorney General....

 We responded to you and the Attorney General’s office about this matter on August 21, 2015.   Thank you. Sincerely, [redacted]

July 5, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted] 
I am responding to your submission regarding your deposit account.
Thank you for speaking with [redacted], of our staff, who addressed your concerns. Our records show on June 28, 2017, a check totaling...

$17.00 was mailed to you. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

May 21, 2015 [redacted] Complaint ID #: [redacted] Dear [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]

Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]
I am responding to your submission regarding your mortgage, your deposit account, your credit card, as well as issues with our automated system. I regret any frustration you experienced.
Thank you for speaking with [redacted]...

[redacted], of our staff, who reviewed your mortgage loan modification and confirmed that an approval letter was mailed to you on December 8, 2016, and any foreclosure proceedings have been placed on hold. Although NationStar Mortgage (NSM) shows no record of your $5,000.00 payment, you were advised to send a copy of the front and back of the check to NSM so that they can research this further.
[redacted], also of our staff, discussed with you the disputed transaction on your deposit account. She verified that the required documentation was not received; therefore, you will remain liable for this transaction. I understand that you will be sending the correct receipt to continue the dispute.
I was pleased to learn that the other issues in your correspondence were addressed to your satisfaction. If you have any other questions Ms. Norman and Ms. Hernandez remain available to assist 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.

Complaint: [redacted]
I am rejecting this response because: That is completely untrue. I scheduked the payments via phone in January with my new bank account. There seems to be no notes regarding this phone call. In Febuary it shoukd have been the new account as well and I was told that it was updated. Then when I called in May they said nothing was updated and that you guys needed to send me a form. 
Regards,
[redacted]

November 24, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your second submission regarding your insurance claim.  Martin [redacted], of our staff, has been unsuccessful in his attempts to reach you to discuss your concerns.  I understand he left you a detailed message advising that a copy of our response to the Texas Department of Insurance was mailed to you on November 16, 2015, and that we are pending the engineer’s assessment of your roof.  If you have any questions, Mr. [redacted] can be contacted at [redacted] Extension [redacted].  We appreciate the opportunity to review your concerns again.  Sincerely,[redacted]

September 13, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the funds removed from your new deposit account established with the USAA Federal Savings Bank (FSB).  I regret any frustration this matter may have...

caused you.   Thank you for speaking with [redacted], of our staff, who discussed your concerns.  As she explained, we properly notified you in writing in 2008 about the overdrawn checking account balance with the FSB, which was subsequently charged off.  On August 23, 2017, the FSB processed a Right to Offset (RTO) from your newly established checking account to satisfy the balance owed in the account charged off in 2008.  An RTO is a Bank's legal right to seize funds that a guarantor or debtor may have on a deposit to cover a deposit account and/or loan in default.  The process of RTO is outlined in the Depository Agreement and Disclosures that was provided to you when you established each of your deposit accounts.   Mr. [redacted], please know that we identified an opportunity where we could have done a better job explaining the FSB’s policy to you when opening your new deposit 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]

March 17, 2017
Master Sergeant [redacted], USA (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding the $208.00 that was inadvertently withdrawn from your checking account on February 13, 2017. I apologize for the frustration and...

inconvenience this caused.
[redacted], of our bank staff, has been unsuccessful in his attempts to speak with you. However, he conducted a thorough review of your account and confirmed that the funds were credited to your checking account on February 27, 2017.
Should you have additional questions regarding this matter, Mr. [redacted]z remains available to assist you. Thank you for allowing us to reply to you.
Sincerely,
[redacted]

November 29, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account with the USAA Savings Bank. Thank you for speaking with [redacted], of our staff, who submitted a payment for the remaining...

balance and refunded the finance charge.  The closure of the credit card account will be reported to the credit bureaus as is the standard practice.  If you have additional questions, Mr. [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

October 13, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms[redacted]:
I am responding to your second submission regarding your accounts.
Thank you for speaking with [redacted], of our staff, who confirmed that our decision stands. 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]

Complaint: [redacted]
I am rejecting this response because: USAA is lying. I received no notice on my account whatsoever. Therefore USAA's actions are in violation of the FDCPA.
Regards,
[redacted]

September 11, 2015
[redacted]
[redacted] Dear Mr. [redacted]: I am responding to your second submission regarding a payment to your credit card account with the USAA Federal Savings Bank. Thank you for speaking with [redacted], of our staff, who confirmed that you received a courtesy credit check for the inconvenience you experienced. I understand you also advised Ms. [redacted] that you consider this matter resolved. We appreciate the opportunity to review your concerns again. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I  was told by the Director at Money Gram that the funds were sent back to USAA and available in the FEDS system. I  wasbeven goven a reference number for USAA to request the funds. My number hasn't changed and I have not received any phone calls from USAA not Emails. I drove an hour away just to speak to someone in person and they spoke to the MoneyGram director and I was told there was nothing they could do for me. My money is someone and I have not tried to cash a shredded money order at another institution . 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We do not agree with the decision based on your institutions finding's. We did not do this to ourselves and when we are vindicated we expect a sincere handwritten apology. My spouse and I attempted to contact [redacted] from USAA numerous times, but did not get a response. We are disgusted by what your institution has done to us, as Veterans we deserve better treatment. We will not be doing business with your institution due to the fact that your institution only cares about its profits and not is looking out in the best interest of the customer. As a business claiming to support Veterans, your institution is really showing its true colors.
Regards,
[redacted]

October 6, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding the handling of your automobile loan. We strive to provide quality service to our entire membership, and we appreciate the opportunity to review the matter. On July 24, 2015,...

we funded an automobile loan ending in [redacted]. Please refer to the Addendum to Note, Disclosure and Security Agreement for your specific loan terms. Thank you for speaking with [redacted], of our staff, who confirmed the additional payment was mailed to the dealership. Should you have any further concerns, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply. Sincerely,
[redacted]