Robert W. Carpenter, Esq.

August 12, 2016
Sergeant First Class [redacted], USA (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank (the FSB).
Your concerns were escalated to executive management for further...

consideration. As an exception, the FSB has agreed to re-amortize the loan once the excess payment is applied to the principal balance.
Thank you for speaking with [redacted], of our staff, who accommodated your request and discussed the aforementioned with you. 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 you allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: after several months of trying to resolve this issue I had to contact the Revdex.com to reach  A decision.  my concern still remain, that this may be a practice of USAA. Usually  the service members do not have this  type of time and energy to resolve the matter. Please monitor this practice.
Regards,
[redacted]

June 22, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your deposit account.
 
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]

January 14, 2016 Staff Sergeant [redacted] Complaint ID #: [redacted] Dear Staff [redacted]: I am responding to your submission regarding a deposit to your checking account with the USAA Federal Savings Bank (FSB). [redacted], of our staff, was unsuccessful in his 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 when they establish a deposit account and is available for review on usaa.com. According to the DAD, the FSB can place a hold on funds deposited via Remote Deposit Capture, such as Deposit@Mobile, 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], we appreciate the opportunity to reply to you. Should you have any questions, Mr. [redacted] remains available, and he can be reached at [redacted], Extension [redacted] Sincerely, [redacted]

July 2, 2015 [redacted] Dear Mr. [redacted]:  I am responding to your submission regarding the USAA credit card account opened in your name.   We regret that no new information has been presented with your submission that would warrant a change...

in our position regarding the ownership and accountability of the credit card account.  [redacted], of our staff, was unsuccessful in her attempts to reach you.   Mr. [redacted], we do remain open to reviewing this matter with you further, and in order to do so, we are requesting that you provide specific documentation.  At your convenience, please contact Ms. [redacted] at [redacted]   Thank you for allowing us to reply to you, and we look forward to speaking with you.   Sincerely, [redacted]

May 27, 2016
 
Mrs. [redacted]
Complaint ID #: [redacted]
 
Dear Mrs. [redacted]:
 
I am responding to your submission about the funds transfer in your deposit account with the USAA Federal Savings Bank.
 
Thank you for bringing this matter to our attention.  On May 24,...

2016, we reversed the funds transfer and reimbursed your account for fees which resulted from the transfer activity.  We regret any inconvenience you may have experienced, and your feedback was shared with the appropriate areas. [redacted], of our staff, was unable to reach you by telephone.  Should you have any further questions, Ms. Hoover can be reached at [redacted] or [redacted].
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

April 24, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your deposit account.
Thank you for speaking with Linda [redacted], of our staff, who accommodated your request. If you have additional questions, Ms. [redacted] remains...

available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

January 12, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding deposit holds with the USAA Federal Savings Bank (FSB). Our records confirm that you filed inquiries about this matter with the Consumer Financial Protection Bureau (CFPB)...

and the Office of the Comptroller of the Currency (OCC). The FSB will respond to the CFPB and OCC inquiries accordingly. Thank you for the opportunity to reply. Sincerely, [redacted]

July 15, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]:  I am responding to your second submission regarding the USAA credit card account opened in your name.  We responded to your complaint on July 2, 2015, and we recognize that you disagree with the information that has been relayed.  On July 9, 2015, [redacted], of our staff, sent an email message to you and requested that you provide copies of your 2012 military orders, your filed police report, court documentation listing a suspect, and your DD-214 to further assist [redacted] with her review.   Mr. [redacted], as of July 14, 2015, we have not received any of the requested documentation.  However, we remain available to assist you with this matter, and we look forward to receiving the information.   Thank you for the opportunity to review your concerns again.  Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

July 25, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted] 
I am responding to your submission regarding the selling of your property. I regret the frustration this situation caused you.
Thank you for speaking with [redacted] of our staff. ...

Unfortunately, we are unable to determine the member involved and cannot discuss our members’ information due to privacy reasons. If you have further questions, Mr. [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: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]
Regards,
[redacted]

October 25, 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). Thank you for speaking with [redacted], of our staff, who thoroughly reviewed your...

account.  During your conversation with Ms. [redacted], she reiterated that our investigation determined you are liable for the account activity and the negative account balance.  FSB deposit accounts are governed by the Depository Agreement and Disclosures (DAD), which is provided to all account holders.  According to the DAD, “You are responsible for maintaining the confidentiality of your account authentication credentials (username, password, tokens, or other) and for restricting access to your devices capable of accessing your accounts.  If you provide authentication credentials to another person, any account or transaction activity by that person, or others who may receive your credentials due to your sharing, may be deemed authorized activity and you may be held responsible for that activity.” Furthermore, the DAD states that if you permit another person to use your personal identification number (PIN) or account number, you are responsible for all transactions conducted by that person.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, 
[redacted]

November 17, 2015Mr. Brian [redacted] Complaint ID #: [redacted]Dear Mr. [redacted]: I am responding to your submission regarding your Deposit@Mobile® deposit on October 23, 2015.  We strive to provide quality service to our entire membership.  While we regret any frustration or...

inconvenience this matter caused you, it is important to know that USAA Federal Savings Bank acts in accordance of our core values of service, loyalty, honesty, and integrity, and we reject you allegations of impropriety.   Thank you for briefly speaking with [redacted], of our staff, who thoroughly reviewed your situation.  As a result, a $120.00 credit posted to your checking account ending in 6543 on November 4, 2015.  Should you have any questions, Mr. [redacted] remains available to assist you.  We appreciate you allowing us to reply to you.  Sincerely,[redacted]

October 20, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your concerns about your USAA accounts.  I regret any frustration this caused.   I understand you spoke with [redacted], of our staff, on August...

16, 2016, who confirmed that your USAA Federal Savings Bank savings account was closed.  She explained that to increase your debit card limit you could call to increase it for 24 hours, or you could submit the request in writing for a permanent increase.  On this day, Ms. [redacted], also reviewed your USAA Savings Bank credit card rewards with you, and verified that the email promotion did not offer 10% back on each dollar spent, and USAA would not provide 10% on the $11,000.00 spent.  I understand this is not the outcome you were seeking; however, I hope you understand our position.   [redacted], also of our staff, reached out to you concerning your USAA IRA account.  She sent an email requesting more information about the allegation that you were lied to.  Since no additional information was provided by you, Ms. [redacted] sent instructions on how to roll over your IRA, should you choose to do so.    Thank you for communicating with [redacted], who contacted you by email and detailed the transaction history regarding the gender change on your automobile insurance policy, and that you accepted this explanation.    We appreciate the opportunity to reply to you, and if you have any additional questions our representatives 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

July 5, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank.  I regret any frustration this matter may have caused.   I understand you spoke with...

[redacted], of our staff, who acknowledged she would research your concerns.  Unfortunately, Ms. [redacted] was unsuccessful in her attempts to contact you to discuss her findings.  Should you wish to discuss the account further, Ms. [redacted] remains available to assist you at ([redacted]) [redacted]-USAA ([redacted]) or (800) [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: USAA, has a billing system that does not work. Iv had multiple times on my insurance alone that they have had to adjust my account due to them not taking money out or them taking money at the wrong time. I believe this is the issue with the loan. This is a simple fix, this company is not for its members but only out for themselves.
Regards,
[redacted]

October 25, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your credit card account.
Our records confirm that you filed inquiries with the Consumer Financial Protection Bureau (CFPB) and the Office of the Comptroller of the...

Currency (OCC). We responded to the CFPB and the OCC on October 24, 2016.
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.

March 28, 2016
[redacted]
Complaint ID #: [redacted] and [redacted]
Dear [redacted]:
I am responding to your submission regarding your loan with the USAA Federal Savings Bank (FSB).  I regret any frustration you may have experienced and the...

delay in our response.
Our records indicate that the automatic payments for your personal loan were attempted successfully; however, they were returned due to insufficient funds.  Between July 1 and November 12, 2015, we received four payments toward your loan which were scheduled manually.  Since we are unable to identify an FSB error, we must respectfully decline your request to return the loan to a current status.  The FSB acts in accordance with banking regulations and our core values of service, loyalty, honesty, and integrity; therefore, we reject any allegations of wrongdoing.  I understand that [redacted], of our staff, spoke with you and explained that your loan is being reported accurately.  Should you have any questions, Mr. [redacted] remains available to assist you. 
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

September 19, 2017
Mrs. [redacted] Complaint ID #[redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding the official check issued from your checking account with [redacted] Federal Savings Bank. We regret any frustration this matter may have caused you.
[redacted]...

[redacted], of our staff, was unsuccessful in her attempts to contact you. Nonetheless, she thoroughly reviewed your account and confirmed that the mobile application provided a disclaimer notification prior to your submission. The notification states, “After submission, your check cannot be changed or canceled for 90 days.” As such, we are unable to place a stop payment on the official check until the 90-day waiting period has expired.
Should you have additional questions, Ms. [redacted] remains available to assist you, and she
can be reached at ([redacted]-[redacted]) or ([redacted]-[redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 3, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding the returned deposit you made through USAA Deposit@Mobile.  I regret any frustration this has caused.   [redacted], of our staff, was...

unsuccessful in her attempts to contact you.  Nonetheless, she confirmed with MoneyGram that the item cleared on September 13, 2016; however, the check was also cashed at an external financial institution.  When the check returned from USAA the account was left overdrawn and a $25.00 fee was assessed.  At this time there is no further action to be taken by USAA.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]