Robert W. Carpenter, Esq.

February 10, 2017
[redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your automobile loan application.
We responded to your concerns on January 20, 2017. While we recognize that you disagree, we feel confident that the appropriate adjustments have been made to your account. Hence, we respectfully decline your request for compensation as it is not warranted.
Mr. Adams, it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we do. We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

January 23, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding duplicate payments to your USAA Federal Savings Bank (FSB) automobile loans and insurance policies.   Our records confirm that you canceled the...

automatic payments for your FSB loans two days prior to the automatic payments being processed.  To be processed for the same month, cancellation requests must be received four business days prior to the scheduled payment date.  You also scheduled manual payments to the loans. The duplicate payments were returned to you after confirmation was received from your bank that the funds had cleared.   We verified that your insurance payments are not set up for automatic payments.  There was no duplicate payment to your insurance premium.    We appreciate you allowing us to reply to you.    Sincerely,  [redacted]

June 15, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the nonsufficient fund (NSF) fees that were assessed on your deposit account with the USAA Federal Savings Bank (FSB). [redacted], of our FSB staff, was unsuccessful in her attempts...

to reach you by telephone and email. Nonetheless, she conducted a thorough review of your account and determined that the NSF fees were applied appropriately. Therefore, we respectfully decline your request for reimbursement. If you have additional questions, or would like to discuss other options to avoid NSF fees in the future, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

August 9, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding information reported by the USAA Federal Savings Bank to the consumer reporting agencies. 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]

Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the security of your personal information. Our records confirm that you filed an inquiry with the Office of the Comptroller of the Currency (OCC). We responded to the OCC on June 14,...

2016. Thank you for the opportunity to reply. Sincerely, [redacted]

November 13, 2015Mrs. [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]: I am responding to your submission regarding the APR you received on the USAA Preferred Cash Rewards World MasterCard®.  Our records confirm that you filed an inquiry about this matter with the...

Consumer Financial Protection Bureau (CFPB).  We will respond to you via the CFPB accordingly.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.

December 7, 2016       Mr. [redacted]     Complaint ID #: [redacted]       Dear Mr. [redacted]:   I am responding to your submission regarding a credit card.   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]
* Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Complaint: [redacted]
I am rejecting this response because:I didn't make that deposit or withdrawls. When I looked into my account nothing was supcious. When I tried going back in I was locked out of my account. I called usaa and they told me my account was under investigation before that check was ever deposited and if it was how was this able to occur if you locked and froze my asessts? I then noticed something off and called about it. I was informed it was being handled and to call back if I heard nothing in the next three days. I had to call constantly because no one was informing how this occurred. I was then being thrown around to every other depeartment for clarification. No one was willing to help and it wasn't until I filed this report did I receive any information at all in which I was rudely handled with unable to ask questions and then hung up on.
Regards,
[redacted]

October 21, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB), and we regret any frustration you experienced. 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 Remote Deposit Capture (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.”In addition, during the Deposit@Mobile process, a message is displayed prior to the completion of the deposit to advise account holders of the length and amount of any deposit hold.  Since the message displays before the account holder submits a check for deposit, the account holder can decide to cancel the deposit transaction and deposit the check by an alternative method and/or make budgeting decisions before completing the deposit.  [redacted], of our FSB staff, was unable to reach you to discuss this matter.  A review of your account determined that the account history was a factor for the holds.  As holds were assessed appropriately, we respectfully decline your request to deviate from our current hold policy.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

Lieutenant Colonel [redacted], USAFR
Complaint ID #: [redacted]
Dear Colonel [redacted]:
I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank.
Our records confirm that you also filed an inquiry with the Office of the Comptroller of the...

Currency (OCC). We will respond to the OCC accordingly.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This is indicative of the incorrect information that USAA continues to use in it's explanation. I looked up the Fair Lending Act and verbatim, here is what it says: "Disparate ImpactA lender's policies, even when applied equally to all its credit applicants, may have a negative effect on certain applicants." Therefore, if USAA's policy it to not question it's own appraisal and they do this to everyone, is in violation of the Fair Lending Act. USAA's actions did indeed have a negative effect on me, my loan, and my credit. In USAA's desire to make a quick buck (VA Loan re-fi) they sacrificed the fair treatment of a loyal customer of 15 years. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  the incompetence of USAA has screwed up my Account again.  You took out $3600 from my Checking Account and I already paid off my Credit Card.  Which now will overdraw my account AGAIN!!!!If the $3600 doesn't get put back into my Checking ASAP.  I'M GOING TO SUE USAA AND I'M FILING COMPLAINTS WITH MY STATE GOVERNOR, SENATOR AND CONGRESSMAN 
Regards,
[redacted]

April 17, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your debit card transaction dispute.   Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We...

will respond to the CFPB accordingly.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

February 14, 2017 Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your auto loan payments and the correction sent to the credit bureaus.   Thank you for speaking with [redacted], of our staff, who confirmed that the update was sent to the credit bureaus and that it takes 45 to 60 days to reflect on your credit report.  I understand he verified that you were able to see the correction on your loan on usaa.com.  If you have any other questions, Mr. [redacted] remains available to assist you.   We appreciate the opportunity to review your concerns again.   Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: I did not see any thing through a telephone conversation, he informed me of what actions were taken but nothing was reflected on my account as being updated.
Regards,
[redacted]

December 19, 2016   Specialist [redacted], USA (Ret.) Complaint ID #: [redacted]   Dear Specialist [redacted]:   I am responding to your submission regarding your deposit account with the [redacted] Federal Savings Bank (FSB).   Per your request, we did not contact you personally to...

discuss this matter; however, a thorough review of your situation was completed by [redacted], of our staff.  In our investigation, the merchant, Changing Places, provided us with documentation, which states a reservation must be cancelled within five business days before the date of reservation, or the entire deposit will be forfeited.  The merchant advised that you cancelled your services the day before the reservation, resulting in the charge to your account.  On November 3, 2016, notification was sent to you from the FSB requesting additional information to process your dispute. The letter requested that you provide a response to the merchant’s rebuttal with a detailed letter or other information to maintain the dispute; however, we did not receive a response.  On November 17, 2016, another letter was sent to inform you that the temporary credit would be debited from your account on November 25, 2016.   I hope this clarifies the reason for our actions. Should you have additional questions, Ms. [redacted] remains available to assist you at ([redacted]) [redacted]-[redacted] ([redacted]) or (800) [redacted]-[redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]                 Tell us why here...

March 26, 2018   Specialist [redacted] USA ([redacted]
[redacted] 12[redacted]   Dear Specialist [redacted]   I am responding to your submission regarding your deposit account and auto loan application with USAA Federal Savings Bank.   Thank you for speaking with [redacted]...

[redacted], of our staff.  I understand that the nonsufficient funds fees assessed to your deposit account were refunded, and that you informed Ms. [redacted] your concerns were resolved.  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,  
[redacted]

March 10, 2017
Mr[redacted] Complaint ID #: [redacted]
Dear Mr[redacted]:
I am responding to your submission regarding your mortgage. I regret the inconvenience you recently experienced as we strive to provide quality service to our entire membership. Your feedback is appreciated as...

we are continually seeking ways to improve the way we do business.
Thank you for speaking with [redacted], of our staff, who explained the cause for the shortage in your escrow and that you are responsible for paying the amount. I understand that he offered a twelve month payment option and that you accepted. Additionally, our records show that you are tax exempt for 2017. If you have additional questions or require further assistance, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

April 20, 2017 Chief Warrant Officer [redacted], ARNGComplaint ID #: [redacted] Dear Chief [redacted], I am responding to your submission regarding your consumer loan ending in 0900. As you know, [redacted], of our USAA Federal Savings Bank (FSB) staff, conducted a thorough...

review of your concerns, and on April 4, 2017, he emailed you with his findings.  Mr. [redacted] explained that the 3.62 annual percentage rate (APR) is correct for the year model vehicle you purchased and that the FSB staff advised you of the correct rate during a March 28, 2017, telephone conversation.  While we understand that this is not the outcome you were seeking, we respectfully decline your request to reduce the APR for this loan. We appreciate you allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:USAA is refusing and failed to provide concrete evidence on why we were held liable. Base on who you are transferred to within the back, reasons differ from one representative to the next. Although you all have stated that you have replied to my submissions based on phone calls from [redacted], nothing other than her stating that you all have made your decision and that the investigators decision is final. If I even start to ask questions, your representative clearly hangs phone up in my face and refuses to call back or accept any calls from me. The only time I receive a call is when you all get this rejection from the Revdex.com and once again, it's never to allow me to discuss or voice my concerns, it always for me to listen to you all say what you want me to hear. You have offset my other personal accounts solely in my name  for $5741.61 yet you only can tell me that you based your decision based on suspicion . You say USAA is u hack able yet on Feb 24,2017 I called into bank to make changes within my checking account and your representative sent a temporary password to me without even verifying who I was. My phone could have been stolen and the thief seen I had the USAA app and decided to call in to see what they could gain access to. Your representative gave them full access just like that. I asked to speak to a supervisor to have this incident notated. I also had an incident where one of your representatives told a person how much money was in my account just by them calling in and giving my name causing me to have to go to a check cashing place paying out an additional $245.00 to cash a check you all had made out to them for a purchase I was trying to make yet you still felt not liable then nor offered to repay what I had to pay out of my pocket. After speaking to your representative who told him my balance he was hesitant to complete deal and also advised to ask me why I couldn't just pay for it in cash verses a barn loan. This happened Feb 2016 yet your banks only response was, we will talk to representative and provide more training.Again, I understand your position of protecting the bank, but you also have to understand my position of protecting my son and I and the fact that your investigative team never allowed nor will allow us to prove or innocence regarding this matter. I'm also baffled that two analyst found in our favor that account was hacked, refunded our money, advised we transfer our remaining fund to another account and close the account that was hacked. We did just that on December28,2016. You later came back on January 5,2017 with another investigator calling saying that who ever assisted us prior to this had no business doing so and you all were now finding us liable, reversed all credits given due to fraudulent charges causing account to go into the negative not from debits that continued coming in as you stated in your letter to me and offset with no regards to my dispute. I have tried asked time and time again to be allowed to submit information  only to have my request denied and threatened with charges being filed against us for making false police reports and having the information just for our satisfaction by your representatives. I have asked for written concrete evidence, I have asked for a letter of deadlock regarding this matter, I have demanded that you all return my money that you offset yet nothing has been honored as of date. 
Regards,
[redacted]