Robert W. Carpenter, Esq.

February 16, 2017
[redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your deposit account with USAA Federal Savings Bank.
We regret any frustration you experienced as we strive to provide quality service to our entire membership. Our...

records indicate that your funds became available on February 9, 2017. Unfortunately, [redacted], of our staff, was unable to reach you to discuss this matter further, and she remains available at ([redacted]) **1[redacted]) or ([redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 29, 2017   Captain [redacted] Complaint ID #: [redacted]   Dear Captain [redacted]:   I am responding to your submission regarding your auto loan.   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]

June 3, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding a deposit hold in your checking account with the USAA Federal Savings Bank (FSB).  I regret any frustration you experienced as a result of this...

matter.
 
Thank you for speaking with Megan Jeter, of our staff, who reviewed the FSB’s Remote Deposit Capture User Agreement (RDC), which is provided to all account holders at account opening and is available for your review on usaa.com.  According to the RDC, the FSB will hold funds for up to seven business days from the date of deposit. The RDC also states “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.”
 
The deposit via USAA Deposit@Mobile posted on May 9, 2016, and a hold was placed on a portion of the funds through May 13, 2016.  No overdraft fees or nonsufficient funds fees were assessed to the account during the time the funds were on hold.  Should you have any further questions, Ms. [redacted] remains available to assist you. 
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

June 9, 2016
 
Ms. [redacted]
Complaint ID #: [redacted]
 
Dear Ms. [redacted]:
 
I am responding to your submission regarding your checking account with USAA.  I regret any frustration and inconvenience this situation has caused you.
 
As a way to protect against fraud...

and loss to the member’s account, and USAA as a whole, a pass code is sent to ensure that a request to increase the daily ATM withdrawal limit was made by the member. Your mobile number on record is enabled for the appropriate alerts.  Additionally, our logs show an alert went out with each request. However, if the issue continues, we ask that you contact your mobile carrier.
 
Thank you for speaking with Sonia Moya, of our staff, who confirmed our Website Customer Support staff does not have access to increase ATM limits for credit or debit cards.  Sandra Moreno, of our staff was unsuccessful in her attempts to reach you by telephone to discuss the option of a permanent ATM limit increase.  If you are still interested in this option, please contact Sandra Moreno at [redacted] or [redacted], Extension [redacted].
 
We remain committed to our mission of serving our members, and I hope you will give us the opportunity to restore your faith and confidence in USAA.  We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Because the information given is false! You can't recall a wire, I spoke too the originating bank. There was no reason for USAA to close my account any, Usaa Is a racist company! And they feel like they can do anything to people, well the buck stop here, it's almost a month later, still have no resolution, I have lost everything, and Usaa still has my FUNDS! ALL I ASK IS MY FUNDS BE GIVEN TOO ME ASAP! IM TIRED OF THE LIES AND THE DISRESPECT. MS. [redacted] IS A LIAR AS WELL, THIS COMPANY SEEMS TOO BE BUILT UPON LIES! AND I STILL GONT KNOW WHY MY ACCOUNT WAS BLOCKED IN THE FIRST  PLACE, NO REASON WHAT SO EVER. 
Regards,
[redacted]

November 17, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding your deposit account with the USAA Federal Savings (FSB).  I regret that we did not meet your service expectations and apologize for any conflicting information...

regarding how soon an account can be closed after a deposit is received.I understand that [redacted], of our staff, was unsuccessful in her attempts to contact you to discuss your account.  You requested the account to be closed on October 22, 2015, but we were unable to process your request until the deposit that posted that day cleared.  The account did not incur any fees after your request to close the account.  Our records confirm that your checking account was closed on November 2, 2015.     Thank you for allowing us to reply to you.  If you have any questions, Ms. [redacted] remains available to assist you and can be reached at [redacted]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.
Thank you very much for your assistance in this complaint. Regards,
[redacted]

January 5, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB), and we regret any frustration you experienced. 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 Remote Deposit Capture (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.”In addition, during the Deposit@Mobile process, a message is displayed prior to the completion of the deposit to advise account holders of the length and amount of any deposit hold.  Since the message displays before the account holder submits a check for deposit, the account holder can decide to cancel the deposit transaction and deposit the check by an alternative method and/or make budgeting decisions before completing the deposit.  [redacted], of our FSB staff, was unable to reach you to discuss this matter.  A review of your account determined that the hold was placed in accordance with the DAD and the RDC User Agreement and the funds were made available on the appropriate date.  If you have additional questions, Ms. Rodriguez 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.
Regards,
[redacted]

August 5, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the deposit hold you experienced. The USAA Federal Savings Bank (FSB) handles deposits in accordance 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.com. The 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 deposit. In some instances, the FSB may make funds available sooner based on various factors the FSB, in its sole discretion, deems relevant. Please note that holds do not apply to direct deposits and wire transfers. Thank you for speaking with [redacted], of our staff, who released the hold after analyzing your overall account history. Ms. [redacted] thoroughly reviewed your situation and confirmed that you were advised that a hold may apply prior to your deposit. We regret that you were unable to speak with a supervisor immediately; however, a manager callback was offered appropriately. Should you have any further questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted]

July 14, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account. Please accept our condolences on the loss of your father, and I regret any frustration you experienced. 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.

May 4, 2017
Master Sergeant [redacted], USAR
Complaint ID #: [redacted]
Dear Master Sergeant [redacted]:
I am responding to your submission regarding your deposit account.
[redacted] of our staff, completed a thorough review of your account, however; she was unable to contact you by...

phone to address your concerns. If you wish to discuss this matter, Ms. [redacted] remains available to assist you at [redacted]-[redacted] or ([redacted]-[redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 9, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding a deposit hold. Our employees are expected to be helpful and responsive to our members’ concerns, and I regret that this was not your experience. Coaching was provided for...

those involved based on your feedback. I understand your funds were made available on September 24, 2015, and that an overdraft fee was credited to your account as a courtesy. We thoroughly reviewed your account and determined that the hold was placed appropriately. The USAA Federal Savings Bank (FSB) handles deposits in accordance 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.com. The 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 deposit. In some instances, the FSB may make funds available sooner based on various factors the FSB, in its sole discretion, deems relevant. We were unable to reach you by telephone to discuss your concerns. If you have any further questions, [redacted], of our staff, is available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

December 30, 2016 Senior Master Sergeant [redacted], USAF (Ret.)Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your deposit and credit card accounts.  I apologize for the frustration and inconvenience this matter has caused...

you. Be assured that your experience was shared with our management team to ensure the situation is not repeated. I understand [redacted], of our staff, reviewed your credit card account, on December 28, 2016, and refunded the finance charges assessed on the cash advances in November and December 2016.  In addition, to prohibit any further interest on the cash advances, Mr. [redacted] submitted an order to reverse the cash advances totaling $3,600.00 from your checking account to your credit card account.  Please ensure the checking account maintains a sufficient balance for this action to occur.  If you have further questions, Mr. [redacted] remains available to assist you. Sergeant [redacted], while we understand the reason you chose to close your accounts, we hope you’ll allow us the opportunity to regain your trust in the future.  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.

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.  If it was not for the Revdex.com, this issue would not have been resolved favorably.  Thank you, Revdex.com! 
Regards,
[redacted]

October 19, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your second submission regarding your deposit accounts with the USAA Federal Savings Bank.   Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB). We responded to the CFPB on October 14, 2016.    Thank you for the opportunity to reply.   Sincerely,   [redacted]

November 14, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB).  We regret any frustration or inconvenience you may have experienced. [redacted], of...

our staff, was unsuccessful in reaching you to discuss your concerns.  Nonetheless, Ms. [redacted] thoroughly reviewed your account and confirmed that you were given accurate information regarding the removal of pending authorizations.  Pending authorizations are typically active for up to 96 hours prior to expiration, but may exceed this timeframe in some instances.  Ms. [redacted] determined that PayPal HSN used the same approval codes to process both the posted transactions tot[redacted]ng $57.44 and the partial reversals tot[redacted]ng $12.23, resulting in duplicate charges. The pending authorizations expired during overnight processing on November 6, 2017.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely,  [redacted]

September 28, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the deposit hold you experienced. We regret the frustration that you and your family experienced, and we appreciate the opportunity to review your concerns and reply to...

you. The 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.com. The 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 deposit. In some instances, the FSB may make funds available sooner based on various factors the FSB, in its sole discretion, deems relevant. The 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 mail. It is important to note that the FSB acts in accordance with banking regulations and with our core values of service, loyalty, honest, and integrity. We reject your allegations of violating federal law and respectfully decline your request for compensation. Thank you for speaking with [redacted], of our staff, on September 17, 2015. I understand that after reviewing your recent account history, Ms. [redacted] released the hold as a courtesy. Please note that future deposits are subject to holds, except direct deposits and wire transfers. Should you have any further questions, Ms. [redacted] remains available to assist you. Sincerely, [redacted]

September 6, 2017
Mr. [redacted] Complaint ID #: 12341706
Dear Mr[redacted]:
I am responding to your submission regarding your consumer loan, and I regret the frustration you experienced as we strive to provide quality service to our entire membership. Your feedback is appreciated as...

we are continually seeking ways to improve the way we do business
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns. If you wish to discuss this matter, 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: I will not release this case until "all"  obligations recorded have been completed by USAA, and Ms. [redacted] call and a check has cleared at my bank and cash in hand, this case is not closed. I have recorded calls of other person from this business of their lies proof in my recorded messages, so I am cautious of any one at this company and  prefer not to close this case as I said until completed 100%.In kind regards,
[redacted]