Robert W. Carpenter, Esq.

March 8, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your deposit account with the USAA Federal Savings Bank (FSB).
We thoroughly reviewed your concerns and confirmed that you remain liable for the outstanding...

balance associated with the charged off account; hence, a correction is not justified. The fraud claim submitted on February 28, 2017, for transactions assessed to the debit card ending in 9247 in September 2016, has been denied. According to the FSB’s Depository Agreement and Disclosures, which is provided to all account holders and is available on usaa.com, “Tell FSB AT ONCE if your statement shows transfers that you did not make, including those made by card, code, or other means. If you do not tell FSB within 60 days after the statement was mailed to you, you may not get back any money you lost……”
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 once again; however, we consider this matter closed.
Sincerely,
[redacted]

April 12, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding the payment of medical bills related to your September 2015 automobile accident. As of April 12, 2016, we have not received a letter of representation from an attorney. While we recognize that you disagree with the resolution and the information provided in our April 4, 2016, response, no new information has been presented to warrant a change in our position. I understand [redacted], of our staff, explained in a telephone conversation on April 8, 2016, that additional information is needed in order to properly evaluate the September 14, 2015, bill for payment. Ms. [redacted] remains available for any questions about the information needed for the medical bill. We appreciate the opportunity to review your concerns again, and we consider the matter surrounding the final date for personal injury protection benefits to be closed. Sincerely,
[redacted]

September 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 and I regret any frustration this matter may have caused you.   I understand that [redacted]...

[redacted], of our staff, was unsuccessful in her attempts to contact you to discuss the findings of her research.  However, Ms. [redacted] review confirms that our position regarding your deposit account remains unchanged, and you remain liable for the balance on your account.  If you have additional questions or wish to discuss this matter further, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

September 21, 2017
Mr. [redacted]
Complaint ID #[redacted]
Dear Mr. [redacted]
I am responding to your submission regarding USAA credit card accounts.
Thank you for speaking with [redacted], of our staff, who confirmed that we have thoroughly reviewed this matter and that no new...

information has been presented that would warrant a change in our position. If you have additional questions, Ms. [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.

December 22, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the deposit hold and your insurance payment. We regret any frustration this matter has caused you as we strive to provide quality service. As you may know, the deposit...

amount you mentioned has been released and is available for you to complete your insurance payment. It is important to note that the USAA Federal Savings Bank (FSB) acts and handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available for your review 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 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. Our records indicate that Ms. [redacted], of our staff, attempted to reach you to discuss this matter, and she remains available to assist with any further questions about the deposit hold. Please note that future deposits may be subject to holds; however, deposit options that are not subject to holds are direct deposits and wire transactions. Your feedback is important to us as we look for ways to improve how we do business. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I feel as though this issue isn't being resolved via the other route and since the Revdex.com is more or less a more public venue, the company is trying to push the issue towards the other route it seems. Until it is resolved through the Consumer Finance Protection Bureau or otherwise, I don't see this complaint being considered resolved or closed. This issue to me isn't resolved and is very much still an issue that needs further investigating.
Regards,
[redacted]

June 4, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). As you are aware, [redacted], of our staff, completed a thorough review of your account and...

confirmed that the FSB’s handling was appropriate. We have determined that you are responsible for the remaining negative balance. Should you have any further questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted] This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose.

September 29, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB). 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]

Complaint: [redacted]
I am rejecting this response because:
Your " reasoning" is nothing more than a lame excuse. This is a ploy or tactic used to relieve you from paying out the $300 and it is disgusting to me that you take advantage of semantics for your benefit. I have explained that my pay scedule will not allow me to break the allotment into a one time monthly payment of $250, so I had to either subit $125, twice pr month or $250 twice a month. regardless, you recevied the minimum $250.00 each month as required. I dont doubt that you meet financial regulations, but this is just another example of taking advantage of the military. 
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.
 The nationstar rep that I first talked to simply didn't know anything about his job. He was the whole problem. Thanks.
Regards,
[redacted]

February 14, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your deposit account with the USAA Federal Savings Account.   I understand you spoke with [redacted], of our staff, who advised that the...

merchant provided documentation to validate the charges in question.  Should you wish to discuss the matter further, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 11, 2017
Ms. [redacted] B. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your mortgage loan service experience, and I regret the frustration this situation caused you.
Thank you for speaking with [redacted], of our staff,...

about your concerns. As discussed, he determined that the loan processes were handled appropriately. When applying for a loan, permission is requested to pull your credit history. Our records show that loan applications were initiated via online and over the phone on multiple occasions which resulted in several credit pulls.
Please know the USAA Federal Savings Bank follows all banking regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity, and your allegations of wrongdoing are unfounded.
We appreciate you allowing us to reply to you. If you have additional questions, Mr. [redacted] remains available to assist you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have been playing telephone tag with a USAA representative.  Anyway, he is right that none of my checks were returned.  However, my automatic debits are the ones that were not honored.  Some of them were to the IRS, FTB, Chase Mtg., Hennepin County Property Taxes, Golden Rain Foundation, T-Mobil, Excel Energy, Cities Bank.  I'm  sure there were more as the notices are still coming in.I hope this helps clarify the situation.Thank you.[redacted]

April 25, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your USAA Federal Savings Bank (FSB) deposit account.   Thank you for speaking with [redacted], of our FSB staff, who completed a thorough review of...

your account and confirmed that our position regarding your fraud claim remains unchanged, and you remain liable for the overdrawn balance on your account.  If you have any additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,  
[redacted]

June 19, 2015 [redacted]
[redacted]
Dear [redacted]: I am responding to your submission regarding your USAA Secure Checking account. We regret any frustration or inconvenience this situation may have caused. [redacted], of our...

staff, was unsuccessful in reaching you by telephone; however, she sent you an email addressing your concerns. Ms. [redacted] also confirmed the stop payment fee has been credited to you. Thank you for the opportunity to reply. Sincerely, [redacted]

July 20, 2016
 
Ms. [redacted]
Complaint ID #:...

[redacted]
                                        ...⇄ Mrs. [redacted]:
 
I am responding to your submission regarding unauthorized transactions from your joint USAA Secure Checking account with the USAA Federal Savings Bank (FSB).  We regret any inconvenience and frustration this situation may have caused you, and your feedback was shared with the appropriate areas.
 
Our records show that on May 31, 2016, after you reported three pending debit card transactions as unauthorized, the compromised debit card was canceled, and a new debit card was mailed to you.  Please note that if a merchant receives an authorization for a debit card charge, the FSB does not have the ability to prevent the transaction from posting and that only two of the three pending transactions posted to the account on June 1, 2016.  Subsequently, credits were issued to the checking account on June 2, 2016, for the unauthorized transactions, and we notified you in writing.
 
Thank you for speaking with [redacted], of our FSB staff, about this matter on June 6, 2016.  Ms. [redacted] apologized for the service experience; explained the above information to you; and confirmed that two internal fees associated with the unauthorized activity were credited to your checking account.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  Should you have additional questions, Ms. [redacted] remains available to assist you.
 
We appreciate the opportunity to review this matter and reply.
 
Sincerely,
 
[redacted]

December 18, 2015Mrs. Natalia [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]: I am responding to your second submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB).  Thank you for speaking with [redacted] of our staff, and for confirming that you received the funds from your accounts.  Your feedback regarding the responsiveness of an FSB staff member has been shared appropriately.  We appreciate you allowing us to reply to you.  Sincerely,[redacted]

May 12, 2017
Technical Sergeant [redacted] (USAF)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding the official check ordered from 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.
Unfortunately, an exception to the waiting period for a stop payment on an official check can only be made if USAA has possession of the check. If you have any further questions, [redacted], of our staff, remains available to assist you at ([redacted]) [redacted]-USAA ([redacted]), Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA did not adequately provide proof that my niece was a victim of a scam. There are still some questions that remain that USAA did not answer. I need USAA to verify that the person who called USAA in regards to the transfers was actually my niece and provide the steps that were taken to adequately identify the account holder. Providing information that her cell phone number was used is not proof enough especially when USAA was notified that her cell phone was stolen. What identity prompts were used in addition to the registered telephone number? Additionally, USAA did not provide evidence showing who signed for, and who was the payee on the money orders in question? I find it quite strange that USAA provides a copy of all checks on the account when providing paper statements, but refuses to provide a copy of the money orders in question. If the money order shows a signature from one of the joint account holders then it is indeed fraud. One account holder lives in Arlington, VA and the other account holder lives in Fort Worth, TX. The fraudulent checks were being deposited in San Antonio, TX where USAA is headquartered. Furthermore, I would like for USAA to provide proof that contradicts my niece's report that her cell phone was stolen along with her debit card. Just because her debit card and pin was used does not mean that she willingly gave that information away especially when USAA's mobile app allows you to store that type of information. The information that USAA has provided is based on assumptions and suspicions, not facts. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it contains no information about how USAA plans to a dress the issues. 
Regards,
[redacted]