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. However, that doesn't change the fact that I only got action when I complained to the Revdex.com, after many frustrating conversations with the business.  I hope they will continue to deal with the consumer service failings that led to the complaint in the first place.
Regards,
[redacted]

January 20, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding accounts that were opened with your personal information. We regret the concerns this matter caused you. We investigated the accounts that were opened without your authorization,...

and we determined that they were fraudulent in nature. As such, you will not be held responsible for the account activity, and there was no reporting of the accounts to any consumer reporting agency. Unfortunately, Amy Hoover, of our fraud staff, was unable to reach you by telephone. However, she remains available to assist you with any questions you may have and can be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension 28682. Thank you for allowing us to reply to you. Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:When I asked to review the tapes they "recorded" where an employee of USAA verbally said I would receive gap coverage multiple times before having me sign a paper work that didn't state what we had verbally agreed upon, I was informed they can not play me the recording and refuse to admit any fault. Went as far as to allude that im lying, yet still has yet to play me the recording. This is unfair and rather disgusting a company would treat, not only a vet but a member who has multiple accounts with them, this way. I will be sure to close out all my accounts as soon as possible and deter anyone who considers using USAA for any reason. Thanks for showing the true colors of your company. Disappointed to see such negative reviews and to see youre not even an accredited company. Regards,[redacted]

May 21, 2015 Sergeant First Class [redacted], USA Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank and your Subscriber’s Savings Account (SSA). [redacted], of our staff, was unsuccessful in...

her attempts to reach you to discuss your concerns with the deposit hold. A thorough review of your account was completed and it was determined that the hold was applied appropriately. The FSB handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to account holders and is available for your review on [redacted]. The DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as USAA Easy Deposit, for up to seven business days from the date of deposit. In some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant. With regard to your insurance policies, I understand that [redacted], of our staff, spoke with you about the insurance premium and explained the increase to your monthly payment. She also discussed the SSA distribution guidelines. [redacted] remains available should you have any further concerns. [redacted] may be reached at [redacted]) or ###-###-####, Extension [redacted] should you wish to discuss the checking account. Sergeant [redacted], it is important to note that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity. We appreciate the opportunity to reply to you. Sincerely, [redacted]

December 28, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding a dispute filed with the USAA Federal Savings Bank (FSB).  We regret any frustration or inconvenience you may have experienced.   [redacted]...

[redacted], of our staff, was unsuccessful in reaching you to discuss your concerns.  Mr. [redacted] confirmed that the dispute was filed on December 13, 2017, at your request.  Mr. [redacted] assisted in expediting the handling of the dispute, resulting in a provisional credit being issued to your checking account on December 26, 2017.  Please note that the FSB needs additional information from you by January 23, 2018, to continue the dispute.  If you have further questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

September 14, 2015 [redacted] Dear [redacted]: I am responding to your submission regarding the USAA Flexible Retirement Annuity (FRANN) policy.  In our review, we noted that on December 10, 2010, you spoke with one of our...

Financial Advisors about reallocating the funds in your existing USAA retirement accounts.  During the conversation, the Advisor discussed the details of the FRANN and advised it was an annuity, which would incur a surrender charge if surrendered within the first seven years of the contract.  These terms are also set forth in your annuity contract, which was provided to you when your annuity was established.  In addition, your annual Contract Owner Statement, which you receive each January, also provides details regarding the potential surrender charges.  Consequently, we respectfully deny reimbursement of the surrender charge associated with the surrender of your annuity contract. Ms. [redacted], of our Life staff, has been unsuccessful in her attempts to speak with you about your concerns.  However, if you have additional questions about this matter, please contact Ms. [redacted] at [redacted], USAA Life uses automated tools to augment consistent, standardized information gathering and review of the suitability of the annuity product sales.  We are confident that our processes comply with state laws and regulations, and we strongly disagree with your allegations of wrongdoing. Thank you for allowing us to reply to you and explain our position. Sincerely, [redacted]

June 14, 2016
 
Ms. [redacted]
Complaint ID #: [redacted]
 
Dear Ms. [redacted]:
 
I am responding to your submission regarding the refund of your deposits.  I apologize for the frustration you experienced as we strive to provide quality service to our entire membership, and...

feedback about your situation has been shared with the appropriate areas.
 
Thank you for speaking with [redacted] of our staff, who confirmed the restrictions have been removed from your account, and two $25.00 checks  were sent via expedited mail to the address on file at no additional charge.  If you have additional questions, Ms. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

October 15, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit options with the USAA Federal Savings Bank. [redacted], of our staff, was unsuccessful in speaking with you; however, I hope you find the following...

information responsive to your concerns. A thorough review confirms that we have not rejected a deposit from you and that the ability to use USAA Deposit@Home® and USAA Deposit@Mobile® is impacted by your account activity and history. Please know that account alerts are available to monitor specific account activity. At this time, we are unable to provide a specified date of when the USAA Deposit@Home and USAA Deposit@Mobile capabilities will be available to you. Your options to deposit funds include USAA Easy Deposit® at The UPS Store, direct deposit, wire transactions, and mail. If you experience any issues with USAA Easy Deposit, please contact USAA while you are at The UPS Store so that we can properly troubleshoot the situation. Should you have any questions, Ms. [redacted] remains available to assist you and can be reached at [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the debt from the USAA Savings Bank reflecting on your credit report.
Our records confirm that you filed the same inquiry with the Consumer Financial Protection Bureau (CFPB). We...

will respond in detail via the CFPB portal.
Thank you for the opportunity to reply.
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]

March 20, 2017
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). I regret the frustration you experienced as we strive to provide quality service to our entire membership. ...

Coaching has been provided to those involved to ensure other members do not have a similar experience.
The Depository Agreement and Disclosures (DAD), which is provided to account holders at account inception and available on usaa.com, governs deposit accounts and describes the hold policy associated with funds submitted through RDC services. The DAD states, “FSB 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 FSB and its affiliates, transaction and experience history, and such other factors as FSB, in its sole discretion, deems relevant.” Our records show a portion of your March 8, 2017, deposit was immediately available to you, and the remainder was placed on hold for six days.
[redacted], of our staff, was unable to reach you to discuss your concerns by telephone. Ms. [redacted] thoroughly reviewed your checking account and confirmed that the hold was appropriate. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Sometimes things happen I was involved in 2 IED explosions a and a RBG Attack in Iraq I am on perment disability, I wish I would of got the disability money faster but the government always drags there feet forcing me to file for chapter 7 USAA sound understand this every other company like capital one and chase as well as others understand and there not even a military bank. USAA needs to have some respect!
Regards,
[redacted]

November 8, 2016   Staff Sergeant [redacted], USAR Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your dispute of a recurring charge by Planet Fitness.  I regret any inconvenience this has caused.    Thank...

you for speaking with [redacted], of our staff, who explained the merchant’s bank declined our request to dispute or reverse the debits.  They also provided documentation showing that the debits were valid based on your contract with the gym.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

[redacted]
I am responding to your second submission regarding your checking account with the USAA Federal Savings Bank.
Thank you for speaking with Julian Sapien, of our staff, who provided you the instructions to make a payment to the balance owed on your checking account, and confirmed he would monitor the account for receipt of the payment.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

Tuesday, February 09, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your second submission regarding the credit for a USAA checking account promotional offer. We responded to your complaint on January 29, 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]

March 13, 2018
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your funds transfer.
After a thorough review, [redacted] of our staff, sent you a message on March 12, 2018, via usaa.com about this matter and confirmed that we...

are unable to reverse the transaction. USAA provides a verification page that allows members to return to the previous page and edit multiple factors of a funds transfer request before finalizing the transfer. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us 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.
It seems that USAA Federal Savings Bank has dilegently resolved the issue mentioned in my complaint filed. I ask that the dispute...

between myself and USAA be closed, for I am satisfied with the outcome I desired. Thank you so much for your help and patience this past week. I appreciate it. 
Regards,
[redacted]

[redacted]
I am responding to your submission regarding your auto and homeowners insurance premiums.
I regret the frustration and inconvenience you experienced as a result of this matter.  Thank you for speaking with...

[redacted], of our staff, who I understand was able to address your concerns, explain the reasons for the increase to your premiums, and made an adjustment resulting in a new auto premium of $593.22.  Should you have any additional questions, Mr. [redacted] remains available to assist you.
We value your membership and appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This still does not account for the fact that:1 - My daily deposit limit is $10,000 however I apparently can not truly deposit that much. If there is a limit that can be deposited and be available, it needs to be clearly indicated prior to depositing the check, bearing that, if you do deposit and there is a hold, the deposit notification you get upon deposit should note if there will be a hold on the funds. 2 - The turn around time for the hold was 5+ days, however I know from banking employment history that USAA is perfectly capable of verifying funds at a much quicker pace for checks that are deposited, at the most 72 hours. 5 days is an extremely ridiculous amount of time to verify a check. 3 - There is no way for the bank to be able to tell me if my checks will be held, it is completely automated and does not account for various situations that most families face with money and budgeting. 4 - USAA does not offer an alternative solution to depositing money, for example cashing the check and depositing money. That is not the consumers problem, it is the bank, there was previously a system to deposit cash with UPS, but that no longer is an option. I am completely unimpressed by USAA's flippant response to something that can affect it's members so deeply. 
Regards,
[redacted]

September 30, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding a deposit to your USAA Federal Savings Bank (FSB) checking account.   We responded to your complaint on September 23, 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]