Robert W. Carpenter, Esq.

January 3, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding three overdraft fees that charged to your USAA Federal Savings Bank checking account.    [redacted], of our staff, was unsuccessful in her...

attempts to contact you; nonetheless, our records show that, as a courtesy, two of the three overdraft fees were refunded on December 14, 2016.  Ms. [redacted] declined any additional fee refunds as no bank error occurred.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

September 15, 2015 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your October 1, 2014, rental property claim. We strive to provide quality service and fair claims handling to our entire membership, and we analyze each...

loss on its own merits and for making decisions in accordance with the terms, conditions, and limitations of the policy.  A thorough review of your claim was completed, and we confirmed that the areas of damage covered were the carpeting, painting, garage door, and kitchen cabinet.  Only the carpeting exceeded the deductible and payment was made in addition to paying for three months of fair rental value.  The other damages were determined to be due to wear and tear and not covered under the policy. Should you have any additional questions, please contact [redacted], of our staff, at [redacted] Thank you for allowing us to reply to you.   Sincerely, [redacted]

April 21, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank. I regret any inconvenience you may have experienced.
Thank you for speaking with [redacted], of our...

staff, who thoroughly reviewed your account and confirmed the $25.00 overdraft fee was accurately assessed. As Ms. [redacted] explained, a PayPal transaction posted to the account yielding an overdrawn balance; hence, a refund is not warranted. On April 7, 2017, the account was closed as you requested. However, on April 19, 2017, the account was temporarily reopened due to a credit posting to the account. Accordingly, we sent a notice to your address on record advising you of our actions and providing you with instructions to claim your funds. If you have additional questions, Ms. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

June 12, 2015 Mr. [redacted]Complaint ID #: [redacted] & [redacted] Dear Mr. [redacted]: I am responding to your submissions regarding your checking account with the USAA Federal Savings Bank. I understand that [redacted], of our staff, reviewed your account and found that the...

handling was appropriate.  Therefore, you remain responsible for the negative balance.  We appreciate your attempt to settle the balance, and you can do so with a mailed deposit, wire transfer, direct deposit, external funds transfer, or a cash advance from a card with a MasterCard® logo.  Should you have any further concerns, Ms. [redacted] remains available to assist you.      Thank you for allowing us the opportunity to respond.   Sincerely, [redacted] This is an attempt to collect a consumer debt.  Any information obtained may be used for that purpose.

December 30, 2015
      Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank. 
Due to personal information discrepancies after a...

profile was created and a checking account was opened in your name, we restricted access to the account and initiated an investigation.  We concluded that the account was unauthorized based on the information available at the time. After further review, we confirmed that the account was authorized, and we mailed you a check for the $25.00 balance as you requested.  We regret any inconvenience you experienced.  Andrea Moreno, of our staff, was unsuccessful in her attempts to reach you to discuss this matter.  If you have any questions, she is available to assist you at (210) 531-USAA (8722) or (800) 531-8722, Extension [redacted].
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

November 23, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your recent experience with the USAA Federal Savings Bank (FSB).   Thank you for speaking with [redacted], of our staff, who discussed your...

concerns.  As he explained, the service fee schedule was provided to you on several occasions during your phone conversations with the FSB; however, Mr. [redacted] offered to refund half of the fee to you as a courtesy.  Our records indicate that the fee was refunded to your deposit account on November 21, 2016.  Should you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

June 10, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your account status with the USAA Federal Savings Bank (FSB). Our records indicate that your online account access was restricted due to your January 2015 bankruptcy...

filing. To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has caused USAA to suffer a financial loss; however, our representatives are available to process any transactions or assist in servicing your existing accounts. Additionally, we offer a limited view of your accounts on mobile.usaa.com, which can supplement the account information you can get by mail or telephone. [redacted], of our staff, was unsuccessful in his attempts to reach you to discuss this matter. If you have any additional questions, Mr. [redacted] remains available, and may be reached at [redacted] Extension [redacted] Thank you for 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.

June 24, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your second submission regarding the security of your personal information.
 
As we noted, we responded to the Office of the Comptroller of the Currency on June 14, 2016, regarding your inquiry.  Please refer to that response. 
 
We appreciate the opportunity to review your concerns again.
 
Sincerely,
 
[redacted]

December 23, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding deposit holds. 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 review on usaa.com. The DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as USAA EasyDeposit®, for up to seven business days from the date of deposit. In some instances, USAA may make such funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with us, transactions and experience information, and such other factors as USAA, in its sole discretion, deems relevant. It is important to know that holds do not apply to direct deposits and wire transfers and that money orders are not considered cash deposits. [redacted] of our staff, thoroughly researched your concerns and confirmed that all holds and fees were appropriately assessed; however, she refunded two fees as a courtesy. Please note that to avoid fees in the future, you may consider setting up overdraft protection. Should you have any additional questions, Ms. [redacted] remains available and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

March 14, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your deposit account.
We regret any frustration you may have experienced. On February 13, 2017, we sent an alert to confirm the non-USAA account was added on...

usaa.com and could be used for paying bills. However, your loan payment was debited from your USAA deposit account on February 14, 2017, as scheduled. Jessica [redacted], of our staff, was unable to reach you to discuss this matter. Ms. [redacted] confirmed that we have refunded multiple nonsufficient funds fees over the past 12 months, and we respectfully decline your request for additional refunds. If you have further questions regarding this matter, Ms. [redacted] 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]

July 20, 2016 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). We strive to provide quality service to our entire membership, and we regret the frustration you experienced. Our...

records show that on Saturday July 2, 2016, you transferred $1,739.79 from an external account ending in 7258 to your USAA checking account ending in 9264. The transfer reflected a posting date of July 5, 2016, as this was the next business day, and USAA placed $239.79 on hold until the morning of July 12, 2016. Additionally, our Executive Resolution Team was unavailable to speak with you on July 3, 2014, as it was a Sunday. 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 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.” On July 6, 2016, [redacted], of our staff, contacted you and offered to discuss your concerns and to explain our actions. The offer was not accepted. I regret we were unable to deviate from our current hold policy to accommodate your request. If you have additional questions, Ms. [redacted] remains available to assist you. [redacted]

Complaint: [redacted]
 
I am rejecting this response because:
I I have not only uploaded the documents to your document Center,  email to your CEO Resolution Team,  and visited your corporate Financial Centers in different states  then where I live . Both  myself and your team  have we stood over 600 hours on the phone  in the last quarter .  All calls were recorded and federally compliant through the FCC on both your end and on mine .  If those documents are needed  I am happy to send again .  the next step is litigation which I've been trying to avoid for 3 month
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:USAA declines to inform us about my wife's account.  This whole problem started from that account and more information is needed to correct the issue.  A number of representatives stated the problem was a computer error.  Also, it was my wife, not myself, that recieved a letter about paying the negative balance.  With USAA's policy, I should have been the one to recieve the letter of fixing the situation.  There are too many things going unanswered and I feel, it is to protect their own people.  Also, my wife's account was in the process of closing, but it was reopened because of this situation.  There was no middle ground when fixing this problem.  USAA felt everything was my fault, when I was admitted at the VA mental hospital.  USAA gave me no chance to work out a payment plan or form any other positive soultions.  I have repeatedly told USAA I am on a fix income from my disability and cannot pay the whole amount, at one time.  Still, USAA felt I was in the wrong and did not seem to care about any or what I was going through.  As for not being able to get a hold of me.  This is not true.  It was I who had a hard time getting a hold of select people from, USAA.  I have left messages and proper call back numbers.  USAA also has my proper mailing address and information, to get a hold of me.  Again, I have made the attempts.  If this situation cannot be handled in a better manner, I will leave.  I will close out all my accounts, renters, and car insurances. 
Regards,
[redacted]

August 31, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your disputed charge on your USAA Federal Savings Bank (FSB) credit card.  I regret any frustration or inconvenience you may have experienced. [redacted]...

[redacted] of our staff was unsuccessful in her attempts to contact you.  Nonetheless, a complete review of your account was conducted.  Our research shows that the merchant issued you a credit for the overcharges on April 12, 2016.  Although you received resolution letters, it was not disclosed that the credit was issued by the merchant; this oversight will be properly addressed. If you have additional questions, Ms. [redacted] remains available to assist you.  We appreciate you allowing us to reply to you.   Sincerely, [redacted]

September 8, 2015 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. We responded to your complaint on August 27, 2015. Since an inquiry was filed with the Consumer Financial Protection Bureau (CFPB) regarding this matter, we will respond to the CFPB accordingly. Thank you for the opportunity to reply. Sincerely, [redacted]

August 9, 2016
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the money transfer transaction you initiated through the mobile application. I regret any difficulty or inconvenience you experienced as we strive to provide quality...

service.
Thank you for speaking with [redacted] and [redacted], of our staff, who confirmed the funds were credited back to your account on July 15, 2016. I hope that your conversation with Ms. [redacted] and 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]

February 17, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your third submission regarding your automobile loan application.
You have not presented any new or additional information that would warrant a change in our position.
Thank you for another opportunity to respond; however, we consider this matter closed.
Sincerely,
[redacted]

Complaint: [redacted] 
I am rejecting this response because: I was not asking for private or confidential information for the buyer of my property. I was asking for reimbursement for fees on a pest inspection and pest treatment that I was informed, I needed to do. to proceed with the selling of my house. I did comply with the underwriters request but the loan did not go through. I was told by USAA that the fees for the pest inspection and pest treatment could not be reimbursed when they contacted me.
Regards,
[redacted]

September 27, 2017 Technical Sergeant [redacted], ANGComplaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your third submission regarding nonsufficient funds (NSF) fees assessed to your USAA Federal Savings Bank (FSB) checking account ending in [redacted]. Thank you for speaking with [redacted], of our FSB staff.  He attempted to contact you again on September 26, 2017, but was unsuccessful in reaching you.  Please note that your account statements are available on usaa.com for your review at your convenience.  Your statements provide documentation of the NSF fees assessed to your account.  These fees were charged in accordance with the Depository Agreement and Disclosures and the FSB’s Service Fee Schedule, and we must respectfully decline your request for a refund. We appreciate the opportunity to review your concerns again; however, we consider this matter closed.   Sincerely,  [redacted]