Robert W. Carpenter, Esq.

June 23, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted] : I am responding to your submission regarding your checking account. We regret any frustration you may have experienced. I understand you were provided with refunds on June 9,... 2016, for fees you incurred from the State of Vermont and Hardwick Electric. Thank you for speaking with [redacted] ***, of our staff, who identified an issue with the account number on your checks and assisted you with a check reorder. Should you have any further questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

July 20, [redacted] Dear Mrs***: I am responding to your submission regarding your USAA Secure Checking account ending in We regret any inconvenience you may have experienced Thank you for sp***g with [redacted] [redacted] , of our staff, who discussed the hold, which was placed in accordance with the USAA Federal Savings Bank’s (FSB) Depository Agreement and Disclosures (DAD), which was provided when you established your account For remote deposit services including Deposit@Mobile, the DAD states, “FSB will hold the funds for up to seven business days from the date of depositIn 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 allowing us to reply to you Sincerely, [redacted]

March 29, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] I am responding to your submission regarding your [redacted] funds transfer [redacted] , of our staff, advised you returned her call and stated the funds were being returned to you by the recipient of the funds transfer Ms [redacted] refunded one overdraft fee and one nonsufficient funds fee to your deposit account as a courtesy If you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]

June 19, Mr [redacted] Complaint ID #: [redacted] Dear MrCooper: I am responding to your submission regarding your deposit accountI regret any inconvenience this situation caused you [redacted] , of our staff, completed a thorough review of your account but was unable to contact you by phone to address your concernsShould you wish to discuss the matter, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, Courtney Evins

December 27, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your accounts with the USAA Federal Savings Bank Thank you for speaking with Mr [redacted] , of our staff, who explained to you the events that transpired on your accountAs he explained, we ask that you work with the auto dealership to have the check corrected so that we can proceed with processing the creditShould you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

September 12, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] I am responding to your submission regarding a payment to your credit card with the USAA Federal Savings BankI regret the frustration this situation caused you Safeguarding the security of our members’ information is critical to our businessThere are processes in place to protect the privacy of member information and to help guard against potential identity theft or fraudIt is never our intent to inconvenience you It is correct that the daily transfer limit to and from an external bank cannot exceed an aggregate amount of $5,000.00, and that it may take up to three days to set up an external account for funds transfersIn addition, the payment hold was to ensure that the funds were receivedUnfortunately, Irma Lyons, of our staff, was unable to reach you by phone to address your concernsIf you wish to discuss this matter, Ms [redacted] remains available to assist you and can be reached at (***) ***- USAA ( [redacted] or (***) [redacted] Extension, [redacted] 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 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] , 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]

Complaint: [redacted] I am rejecting this response because: WHY ARE THEY RETURNING MY PAYMENT CASHIERS CHECKS TO MEFOR THE PAST THREE MONTHS USAA HAS RETURNED MY CASHIERS CHECK WRITTING THEY DO NOT KNOW WHERE TO APPLY THE PAYMENTSSOME ONE ON THE STAFF IS NOT DOING HIS/HER WORK WELLCAN THIS CORRECTION BE MADE SO THAT I WILL HAVE PEACE OF MIND THAT MY PAYMENT IS BEING APPLIED PROPERLY TO AVOID PAST DUE NOTICE POSTING ON MY ACCOUNTTHANKS Regards, [redacted]

July 23, [redacted] Dear Mr [redacted] : This is in response to your submissionWe strive to provide quality service to our entire membershipAfter working with you about your concerns, we understand this matter has been resolved to your satisfactionThank you for allowing us to reply to youSincerely, [redacted] USAA means United Services Automobile Association and its affiliatesAccounts are introduced and brokerage services provided by USAA Financial Advisors, Inc(FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPCClearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC

August 14, First Lieutenant [redacted] , ARNG Complaint ID #: [redacted] Dear Lieutenant [redacted] : I am responding to your submission regarding your deposit and credit card accounts with USAA Federal Savings Bank Our records show that on July 23, 2017, a $1,automatic credit card payment was made from your checking account The payment was returned due to nonsufficient funds (NSF) On July 25, 2017, a representative incorrectly requested a reversal of the payment, which caused $1,to be charged to your credit card and the funds deposited to your checking account We apologize for any frustration this caused youThe same day, the credit card payment attempted to debit your checking account a second time, and it was returned due to NSF We are unable to confirm you requested to cancel your automatic credit card payments prior to your July 26, 2017, telephone call when the cancelation was processed Your checking account incurred two $NSF fees, which were refunded, and your credit card incurred a $late charge, which was also refunded You credit card is still due for the July 23, 2017, payment You are responsible for the credit card balance and the $1,charge that was debited from your credit card and deposited to your checking account Mandi Kearns-Coleman, of our staff, was unsuccessful in her attempts to contact you; nonetheless, she remains available to assist you if you have any additional questions 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 Other bank products are issued and serviced by USAA Federal Savings Bank

August 12, [redacted] Dear Mrs***: I am responding to your submission regarding a deposit made into your USAA Federal Savings Bank (FSB) checking account and the FSB hold policy I am sorry to learn of your circumstances and regret any inconvenience you experienced I understand that your funds were made available for your use on July 30, We strive to balance the needs of our membership as a whole while being sensitive to our customers’ individual situations The hold policy is in place to protect both you and USAA from potential losses For your reference, the Funds Availability policy is outlined in the Depository Agreement and Disclosures (DAD), which is provided to all accountholders and available on usaa.comAccording to the DAD, all Remote Deposit Capture deposits, which include USAA EasyDeposit, are subject to a hold 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 creditworthiness, the length and extent of your relationship with FSB, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant We thoroughly reviewed your situation and determined the hold was placed appropriately and in line with the DAD For your future deposit needs, you may wish to consider wire transfers from an external account to USAA or direct deposit, which is not subject to holds Unfortunately, [redacted] , of our FSB staff, was unable to reach you by telephone to discuss the matter However, he remains available to answer any questions you may have and can be reached at [redacted] Thank you for 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.I have been a member of USAA for over years and have never had an issue like this I suggest that any policies in place that prevent associates from resolving customer issues be reviewed I appreciate your time and attention, [redacted]

January 31, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your online account access We understand each person has a unique financial situation and that certain events outside of their control may cause difficultiesIn keeping with the company’s core values and our commitment to the membership as a whole, [redacted] has adopted a policy that affects members who do not meet certain obligations with usUnfortunately, [redacted] , of our staff, was unable to speak with you to discuss your concerns in more detail, and she remains available at (***) ***- [redacted] (***) or (***) ***-***, Extension ***, should you have any questions We appreciate you allowing us to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the issue I am currently having with USAA Federal Savings Bank is that I requested, in a telephone conversation, to have my checking account closed immediatleyI spoke with a ***, a Senior Represenative, and she refused to close my account due to a negative balance of $I agreed to pay the negative balance, by requesting a bill payment be sent to my physical address, which USAA currently has in their system.My concern is that, if my checking account is to remain open, I remain susceptible to more unexpected fee's against my accountFurthermore, in order to bring my balance current to $0.00, I do not agree for USAA to close the account once a deposit is madeMy desired outcome would be that my checking account be closed immediately, and I ask that the Better Business Bearu mediate in me refunding the remaining balance of $to USAA, once my account is closedI believe this will allow me to aviod any hidden, and unexpected fee's from USAAI no longer want to do any business with USAA Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I don't believe the USAA FSB acts in good faith in any context or capacity unless they are full of incompetent people working for them or the organization is in total disarray They keep repeating the same arguments which are solely based on denial Regards, [redacted]

April 27, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your auto loan Thank you for speaking with [redacted] ***, of our staff, who explained the rate is correct based on the amount financed, and that the rate details can be found on usaa.comIf you have any additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

July 29, [redacted] Dear Mr***: I am responding to your submission regarding the handling of your credit card paymentOur records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will respond to the CFPB accordinglyThank you for allowing us to reply to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

June 2, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your checking accountI regret the inconvenience this situation may have caused you Thank you for speaking with [redacted] , of our staff, who explained the pending debit card authorizations and confirmed that the non-sufficient funds fees were assessed in accordance with the Depository Agreement DisclosuresIf you have additional questions, 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 was never given an checkI was also told by numerous employees that the check was never cashedSo if the check was never cashed, the money needs to go back in my accountHowever, [redacted] is an thief along with the entire USAA bankThere are numerous complaints about him and this location all over the internetI will be taken further actions so as to get my funds back; I've said it before and I will say it again, what this company is doing is illegal and legal actions must be made, and the truth must be exposed to all of San Antonio, Texas, and the USA Regards, [redacted]

October 19, [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your checking account with the USAA Federal Savings BankWe regret any inconvenience you experienced with depositing funds into your accountYour feedback regarding the difficulty you encountered with USAA Easy Deposit® at The UPS store was shared with the appropriate partiesThank you for speaking with [redacted] ***, of our staff, who discussed the eligibility requirements for the USAA Deposit@Home® featureI understand that she also provided you with alternative deposit options and recommendations on how to avoid future NSF feesOur records indicate that we have refunded your account for NSF fees in the past, and as a courtesy, two additional fees were refunded on October 6, Please note that you are eligible to apply for a USAA credit card account, which is subject to underwriting guidelinesIf you have any further questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDICOther bank products are issued and serviced by USAA Federal Savings Bank