Robert W. Carpenter, Esq.

Complaint: [redacted]
I am rejecting this response because: I did notify you at the time I was made aware of the account that I DID NOT authorize my name as a secondary account holder. I was informed by the representative that I spoke with that I had given a signature card for the account and that the account was legitimate. When I explained that I did not sign a card or any other papers for this account to be opened with my name on it, I was told that I would have to go to civil court to have my name removed from the account. When I requested a copy of the signature card the representative refused to produce a copy for me to show that I had not signed the card. Further proof that I did not open this account is that it was open for nearly a year according to your records before I even had access to the account online. I made multiple attempts to get this resolved prior to the account going into a negative balance and have filed a police report with my county sheriff's office. The account was opened by a former spouse without my permission and when our marriage was annulled on July 1, 2010, I was still denied removal of my name from the account. I have always made my payments to the bank for insurance and it wasn't until I was refused renewal of my insurance that I was made aware that the account was still in my name and overdrawn. The account was never used by myself, verification of card use and check deposits are evidence of this. I have filed this report due to the endless hassle that has become of this situation and an inability to get it resolved.
Regards,
[redacted]

August 14, 2015 [redacted]
[redacted]
Dear Ms. [redacted]: I am responding to your submission about the handling of your charged-off credit card account with the USAA Federal Savings Bank. Thank you for speaking with [redacted], of our staff, who explained the charge...

off process and confirmed that the handling of your account was appropriate based on the information we were provided. Hence, we respectfully decline your request to remove your name from the account. Should you have any further questions, Ms. [redacted] remains available to assist you, and she can be reached at [redacted] Ms. [redacted], thank you for the opportunity to reply to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

April 11, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the tiered cash rewards program on your [redacted] credit card account. We regret any frustration you may have experienced as a result of this matter.
Thank...

you for speaking with [redacted], of our staff, who explained how tiered rewards are calculated. As Mr. [redacted] advised, we are unable to remove the credit card from your credit report as USAA is required to report accurate information to the credit reporting agencies. 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.

March 22, 2017
Second Lieutenant [redacted], USA (Ret.)
Complaint ID #: [redacted]
Dear Lieutenant [redacted]:
I am responding to your submission regarding your loan.
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]

June 14, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your loan service experience.
We responded to your complaint on June 6, 2017. 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: no one from USAA listened to the recorded messages they claim to have in which I was told on two separate occasions for two separate applications I would be approved by the USAA agent I was speaking with. The letter I received said I was denied because of no significant savings, savings for who? I don’t understand what that means nor do I understand why I was told I would be approved payment was not made because the agent I talked to told me to submit another application for the medium assistance time frame and I would be approved 
Regards,
[redacted]

June 20, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your rent payment. We regret that we did not meet your expectations, and I hope you find the following information helpful.   According to the...

Depository Agreement and Disclosures, which is provided at account opening, “From time to time, originators that you authorize may send automated clearing house (ACH) credits or debits for your account. For each ACH transaction, you agree that the transaction is subject to the National Automated Clearing House Association (NACHA) Operating Rules and any local ACH operating rules then in effect. You agree that FSB may rely on the representations and warranties contained in these operating rules and either credit or debit your account, as instructed by the originator of the ACH transaction.”  The payment you scheduled was processed via ACH according to the instructions you provided.  [redacted], of our staff, was unable to reach you to discuss your concerns.  Nonetheless, Ms. [redacted] reviewed your account and confirmed that there was not a bank error.  We respectfully decline your request for a refund of additional fees.    We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:Thanks to the usaa mortgage department I have transferred all of my banking, investment, and insurance business to someone else I can have trust in.  I can only hope that the Revdex.com and all who read this review will see the trustworthiness of usaa through this matter.  I will receive more than my $500 dollars in the next year by transferring my car insurance to another company.  With over 12 years of active membership with usaa I know see your true character. 
Regards,
[redacted]

May 12, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account. Our records confirm that on May 6, 2015, you also filed inquiries with the Consumer Financial Protection Bureau (CFPB) and the Office of the Comptroller of...

the Currency (OCC). We will respond to the CFPB and the OCC accordingly. Thank you for the opportunity to reply. Sincerely, [redacted]

November 3, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding your deposit for your USAA checking account.  We apologize for any frustration you may have experienced as we strive to provide quality service...

to our entire membership.  Our records reflect that [redacted], of our staff, informed you that the deposit was credited to your account on October 28, 2015, and that we identified an opportunity related to the handling of the matter.   Thank you for allowing us to reply to you.  Sincerely,[redacted]

December 24, 2015 [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your mortgage loan with the USAA Federal Savings Bank. We regret that we did not meet your service expectations and for the frustration you experienced during the...

processing of your mortgage loan. Thank you for speaking with [redacted], of our staff, who confirmed that you were able to close on the mortgage loan on December 15, 2015. If you have any additional questions, Ms. [redacted] remains available to assist you. I appreciate you allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I would like an objective source to look at my argument and explain to USAA that they are wrong.
Regards,
[redacted]

January 24, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the restriction placed on your USAA Federal Savings Bank (FSB) debit card.   Our records show that your debit card was restricted on July 27, 2016,...

after potential fraudulent activity was noted.  That same day you contacted servicing to advise the FSB that you would be traveling and you validated the previous activity as authorized.  At that time the debit card restriction should have been lifted; however, a coaching opportunity was identified because the restriction remained.  [redacted], of our staff, was unsuccessful in her attempts to reach you to discuss this matter; however, if you have any additional questions she remains available to assist you.   We appreciate the opportunity to respond to you.    Sincerely,   [redacted]

July 17, 2015 [redacted]
[redacted] I am responding to your submission about your mortgage loan preapproval. Thank you for speaking with [redacted], of our staff, about your concerns. Following your conversation, Ms. [redacted] confirmed that VA...

entitlement can vary by county. Our employees are expected to provide accurate information when responding to our members. Please know we regret the frustration that you and your family experienced. Should you have any further questions, Ms. [redacted] remains available, and she can be reached at [redacted] Captain [redacted], thank you for your service to our country and for the opportunity to reply to you. Sincerely, [redacted]

August 14, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your auto loan payment. I am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire membership. We thoroughly...

reviewed your matter and determined that a payment of $460.08 was authorized by you to be withdrawn on July 20, 2015, as part of the automatic payment plan that was set up for your loan. Our records also indicate that you scheduled a payment of $438.17 for that same date which you later modified to $238.17. Both scheduled payments of $460.08 and $238.17 were returned unpaid. Thank you for speaking with [redacted], of our staff, about your situation. As Mr. [redacted] recommended, your automatic payments have been canceled, and two nonsufficient funds fees have been refunded to you as a courtesy. Should you have any further questions, Mr. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

August 11, 2017          Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding a deposit hold in your USAA Federal Savings Bank (FSB) checking account.   FSB deposit accounts are...

governed by the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available at usaa.com.  In addition, the Remote Deposit Capture User Agreement (Agreement) provides information regarding items deposited using remote deposit capture services such as USAA’s Deposit@Mobile.  Regarding funds availability, the Agreement maintains, “You agree that items transmitted using the Services are not subject to the funds availability requirements of Federal Reserve Board Regulation CC. 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.”   Thank you for speaking with [redacted], of our FSB staff, about your concerns.  As Ms. [redacted] advised, a hold notification is typically displayed both before and after a deposit is completed with Deposit@Mobile.  You explained that you did not receive the initial hold notification prior to completing the deposit, and Ms. [redacted] confirmed that updating the USAA mobile app to the most current version should rectify this issue.  There were no nonsufficient funds fees assessed to your checking account during the duration of the deposit hold.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

September 29, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your concern regarding a hold that was placed on your credit card payment.  Our records indicate that we responded to a similar inquiry that you submitted to the Better Business...

Bureau.  Our records indicate that the payment hold reflected on your available balance was released on August 22, 2015.   Thank you for speaking with [redacted], of our staff, who explained that the payment made on August 20, 2015, was applied to your balance due on August 20, 2015.  The USAA Credit Card Agreement states that the USAA Federal Savings Bank (FSB) reserves the right to withhold credit availability on any payment.  As Ms. [redacted] clarified, when a payment is processed, the balance due is reduced at the time of payment; however, if the payment is held, the available credit for the amount of the payment may not be available for immediate use.  When the payment is withheld from the available balance for immediate use, interest does not accrue nor is it collected by the FSB.  We appreciate your feedback and have shared it with the appropriate parties.           Thank you for allowing us to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:so it's possible to physically swipe my card from 300+ miles away?  And when someone calls and says "I did not do this! Don't let any more charges go through" really wanted charges to go through?  it seems like anyone with half a brain could answer "no" to both of those.  You failed any kind of due diligence, you failed to protect your customer, you failed to honor a veteran, and you failed to live up to the standards you swear you have.  You say that I can talk to this person, yet I called 4 times and no one would give me a number. I was hung up on. I was transferred to every corner of every department, but always told that I couldn't have a number.  So yet again, you're lying. you deserve to be sued. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: As previously stated I did not receive the information regarding the missed appointments either via the mail nor by phone as you claim. Additionally, also as previously stated, the 390.00 in medical bills which USAA has not honored were incurred just days after my accident when my no fault was in place. I am currently seeking legal representation to address both the 390.00 in medical expenses as well as USAA's decision to discontinue my no fault coverage. I am meeting with an attorney this week and hopefully he will assist me in resolving this matter. In the interim,I remain open to any resolution USAA may have that will satisfy all concerned.
Regards,
[redacted]

March 15, 2016
[redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding your loan payments.  Our employees are expected to handle matters in a timely manner, and I am sorry for the frustration and inconvenience you experienced. ...


Thank you for speaking with [redacted], of our staff, who verified that your February payments have been applied to each loan, that we waived a late fee, and that no adverse reporting was made to the consumer reporting agencies for the February loan payments. We respectfully decline your request for compensation.  If you have additional questions, Mr. [redacted] remains available to assist you. 
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]