Robert W. Carpenter, Esq.

[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]

August 20, 2015
[redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding deposits made into your USAA Federal Savings Bank (FSB) checking account and the FSB’s hold policy. As stewards of our members’ financial security, the established hold policy...

is put in place to protect both you and USAA from potential losses. Our employees are expected to be courteous and helpful when speaking with our members, and I apologize that this was not what you experienced. Thank you for your feedback, which we have shared with the appropriate parties. For your reference, the Funds Availability policy is outlined in the Depository Agreement and Disclosures (DAD), which is provided to all account holders and available on usaa.com. According to the DAD, all Remote Deposit Capture deposits, such as Deposit@Mobile, are subject to a hold. USAA will hold the funds for up to seven business days from the date of deposit. In 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 relevant. [redacted], of our FSB staff, reviewed your situation and account information and released a partial amount of the funds that were on hold for your immediate use. In addition, I understand that he provided options to prevent future holds. Should you have any further questions, Mr. [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely,
[redacted]

February 7, 2017 Mr. [redacted]Complaint ID #: [redacted] I am responding to your submission regarding your consumer loans with the 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]

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], 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: While you may consider the matter closed I certainly do not. I have retained an attorney and you will be hearing from him shortly. Concerning my medical bills that I incurred just a few days after my accident. I feel it's unconscionable that USAA is not willing to cover these charges under my no fault, especially since they were incurred prior to you terminating my coverage.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  My issues were never discussed. The representative that contacted me never spoke to me. We kept missing each other via telephone.  The way I was treated was never resolved appropriately.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I remain completely baffled that a relatively large financial institution cannot or will not find some common ground on this issue. The solution provided remains unsatisfactory. While it seems no other options remain I will at least remain ever vigilant should I ever decide to conduct business with USAA in the future.
Regards,
[redacted]

December 8, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit accounts with USAA Federal Savings Bank (FSB).   Our records confirm that on October 10, 2017, a check totaling $2,300.00 was...

deposited into your checking account.  Three days later, the check was returned.  The reversal of the monies, in addition to a $5.00 Returned Item Fee was assessed in accordance with the Service Fee Schedule, causing your account to be overdrawn.  On October 17, 2017, the account was reviewed for Fraud, and we determined that there was no evidence or indication of such.  On November 24, 2017, the account was charged off with a negative balance of $982.45.   On November 27, 2017, we processed a payment from the associated account to your overdrawn charged-off account in accordance with the Depository Agreement and Disclosures.  Three days later, a direct deposit totaling $2,073.71 was received in the associate account.  On that same day, we discussed our right to offset (RTO) process with Mr. [redacted] and two days later, we processed an RTO of $982.39 from the account to recover the remaining overdrawn balance of the charged-off account.  [redacted], of our staff, attempted to contact you to discuss your concerns but the call was disconnected.  Ms. [redacted] remains available should you have any additional questions, and she can be reached at ([redacted], Extension [redacted]. We appreciate you allowing us to reply to you.   Sincerely, 
[redacted]

March 21, 2018 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding nonsufficient funds fees assessed to your checking account with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of...

our FSB staff, who confirmed there was a misunderstanding concerning the date of the payment in question.  As a result, Ms. [redacted] refunded the associated fees to your account.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

January 31, 2018
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding a disputed charge on your deposit account with the USAA Federal Savings Bank (FSB).
We responded to your complaint on January 18, 2018. 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. FSB has no further recourse to continue with this dispute. We advise you speak directly with the merchant to resolve this matter.
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: I have not received any communication from USAA. Please reach out.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  They still have not fixed the proplem just pushing it down the road. My house was aprased for more 3 months ago and values continue to rase in our area. And the aprasal that was done 3 months ago the apasor did not know any values to green homes and gave way less then the arizona values on owned solar systems and now usaa send a person to drive ny our house and give a low ball value on a IRRRL VA refi  and no apasal is needed in a IRRRL refi and they pulled the va aprasal from 3 months ago and sent me a copy and then they low ball it trying to collect $11000 for the under value they are trying to state the house is worth if they want a true value then they should do a proper value like all the other aprasal I have done in the past someone comes to the house measure takes pictures and checks the hole property out and gives a value not someone driving by and guessing what it is worth. Thats a worthless aprasal
Regards,
[redacted]

June 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, and confirming your concerns were resolved. Please know your feedback is...

appreciated as we are continually seeking ways to improve the way we do business. 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:still dont get that usaa made an error of $100.00 twice an I still have to pay it back. They didnt give me theb $200.  but want me to pay it back.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
USAA has not given us any chances to prove that we did not do what we are accused of. I was told to get police report then reminded that if I do, it would be for our satisfaction only, they would not consider it and if I went and filed then I will be charged with filing a false police report. USAA calls and ask questions and when we prove they are wrong, it switches to another tactic and more accusations. No moat term who I call to speak with, no one wants to hear our side or give us a chance to prove case, we are told that their decision is final and no matter who we contact or speak to the fact remains just that. They originally closed case on Dec28,2016 and when we decided not to open another account they had someone contact me saying whoever did it had no business and that as of Jan 5,2017 are now going back and reopening account to charge us. They determined it was card cracking but felt we somehow participated in scam which we know nothing of. Some things were forgiven but if I'm not mistaking they are charging us with arm withdrawels  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I accepted this phase of the resolution due to I am not a GREEDY customer but too I do feel other agency needs to know the poor practice of this company and if I didn't pursue steps to fix my credit would be in danger so I didn't wait 60 to 90 days without action. I got the $50.00 but too I was sent a copy of this transaction pictured front and back as in rubbing it in my face how lightly USAA got away with a serious and costly conflict. So I said I am done with the complaint with B.B.B. and now follow up with Federal Trade Commission and there is a site [redacted] to also let others BEWARE of their funds and this company handling the accounts. VERY WRECKLESS

December 13, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your debit card fraud claim with the USAA Federal Savings Bank (FSB).  I apologize for any frustration or inconvenience you experienced as a...

result. Thank you for speaking with [redacted], of our staff, who confirmed that credit was issued to your deposit account on December 7, 2017.  An email was sent to you with additional information about your claim.  If you have further questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

February 27, 2017
[redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your auto loan with USAA Federal Savings Bank (FSB).
We conducted a thorough review of your account and hope the following information addresses our concerns. ...

Our research indicates that the automatic payments on your loan were established from the information included on your loan application. When the loan became delinquent, we notified you in writing of the status on several occasions. Therefore, in accordance with the Fair Credit Reporting Act, the FSB is unable to remove any adverse information reported to the consumer reporting agencies. It is important to note that we also provided the appropriate form to update your account information. However, the form was never returned, but on June 20, 2016, you updated the information for the automatic payments.
In keeping with the company’s core values and our commitment to the membership as a whole, the FSB has adopted a policy that affects members who do not meet certain obligations with us. In addition, to the extent allowed by law, our business policy allows USAA and our affiliates to stop doing business with a member where there has been abusive behavior by the member. When this basic principle is compromised, we transact with members by mail.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  When a your customer issues a bad check, it is a violation of the law.  As the person whom the check was written to, I have the right to prosecute.  The first step in the legal process is to protest the check in court, which REQUIRES a certificate of protest from the bank.  In any bank I've ever dealt with, this has been a five minute process.  USAA is aiding their customer in the CRIMINAL ACT of check fraud.  Issuing a bad check is a class B misdemeanor. S 190.10 Issuing a bad check; presumptions. 1. When the drawer of a check has insufficient funds with the drawee to cover it at the time of utterance, the subscribing drawer or representative drawer, as the case may be, is presumed to know of such insufficiency. 2. A subscribing drawer or representative drawer, as the case may be, of an ultimately dishonored check is presumed to have intended or believed that the check would be dishonored upon presentation when: (a) The drawer had no account with the drawee at the time of utterance; or (b) (i) The drawer had insufficient funds with the drawee at the time of utterance, and (ii) the check was presented to the drawee for payment not more than thirty days after the date of utterance, and (iii) the drawer had insufficient funds with the drawee at the time of presentation. 3. Dishonor of a check by the drawee and insufficiency of the drawer`s funds at the time of presentation may properly be proved by introduction in evidence of a notice of protest of the check, or of a certificate under oath of an authorized representative of the drawee declaring the dishonor and insufficiency, and such proof shall constitute presumptive evidence of such dishonor and insufficiency.
Regards,
[redacted]

October 9, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your recent consumer loan experience. I regret that we did not meet your service expectations as we make every effort to ensure our members’ accounts are serviced...

efficiently and accurately.

Thank you for speaking with [redacted], of our staff, who thoroughly reviewed your concerns. USAA will submit a request to remove the September 2, 2017, credit inquiry. We ask that you allow 30 to 45 days for the information to be updated with the consumer reporting agencies. As Ms. [redacted] explained, the annual percentage rate (APR) is appropriate, and we respectfully decline your request to reduce the APR for this loan. Additionally, we are unable to make an exception for the Florida Documentary Stamp Tax as it is a state regulated fee.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]