Robert W. Carpenter, Esq.

February 24, 2016 Staff Sergeant Kimberly R. Kelley, USA (Ret.) Complaint ID #: [redacted] Dear Staff [redacted] I am responding to your submission regarding your USAA accounts. Our records confirm that we sent you a notice about your brokerage account status on February 3, 2016. Our records...

also confirm that your deposit account ending in 7558 with the USAA Federal Savings Bank was closed, and the account balance was sent to you. Thank you for allowing us to reply to you. Sincerely, [redacted] USAA means United Services Automobile Association and its affiliates. Accounts are introduced and brokerage services provided by USAA Financial Advisors, Inc. (FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPC. Clearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC.

February 29, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account. I understand you spoke with [redacted], of our staff, who discussed the account balance. Thank you for the opportunity to look into this matter and...

to reply to you. [redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:
II have not received anything from the TX doi nor has the issue been tesolved 
Regards,
[redacted]

March 23, 2018
Staff Sergeant [redacted], USA (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank.
[redacted] and [redacted] of our staff, were unsuccessful in their attempts to...

reach you. However, you have indicated that you will follow up to discuss your concerns.
Thank you for your service to our country and for allowing us to respond.
Sincerely,
[redacted]

February 9, 2017
[redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the duplicate debit to your external account and your request for reimbursement of the funds. We regret any frustration this matter may have caused you as we strive to...

provide quality service.
[redacted], of our staff, was unsuccessful in his attempts to speak with you about your concerns; nonetheless, he conducted a thorough review of your accounts. He verified that a refund of $149.87 and two $5.00 return item fees were credited to your account ending in 1036 on February 1, 2017. The following day, you initiated a funds transfer of the account balance to an account ending in [redacted]. 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 30, 2016
[redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB). I regret any frustration that you experienced. A thorough review of the debit card transactions that you reported on...

June 6, 2016, found no evidence that fraud or identity theft activity occurred. Based on these findings, we are unable to comply with your request to reimburse you $2,643.59. On June 27, 2016, your dispute of an Automated Clearing House (ACH) transaction of $423.00, was completed. The FSB reversed a temporary credit that was previously applied on your account; however, due to insufficient funds, this resulted in an overdrawn balance of $422.91. No additional credits are owed on the ACH dispute. If you have any questions regarding this matter, please call [redacted], of our staff, at [redacted] Thank you for allowing us to respond to you. Sincerely, [redacted]

October 12, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your joint checking account with the USAA Federal Savings Bank (FSB).   USAA was founded on four core values - honesty, loyalty, integrity, and...

service.  These values guide all of our business decisions, and our members have come to expect them in everything we do.  In keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain levels of conduct in their business transactions with us.  Our policy prohibits USAA and its affiliates from continuing to do business, to the extent allowed by law, with a member who engages in activity that compromises our principles.  Therefore, the FSB is exercising its option to terminate the business relationship with you.  We have reviewed this matter in detail, and we are confident that the appropriate decision has been made; hence, you remain liable for the outstanding balance on the account.   [redacted], of our staff, has been unsuccessful in her attempts to reach you to address the aforementioned.  If you have additional questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you.   Sincerely, [redacted]

September 25, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission about the handling of your debit card dispute with the USAA Federal Savings Bank. I regret any frustration you have experienced. Thank you for speaking with [redacted], of our staff,...

about the matter. I understand that Mr. [redacted] advised a permanent credit of $716.90 would be applied to your checking account and that the remaining balance would be mailed to you. Should you have any further concerns, Mr. [redacted] can be reached at [redacted] We appreciate the opportunity to reply to you. Sincerely, [redacted]

July 12, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your mortgage application process with USAA Federal Savings Bank (FSB).
As [redacted] of our staff explained, the second application was cancelled at your request. This resulted in 1.625 discount points, equivalent to an additional cost of $4,095.00. It is important to know that the FSB adheres to all applicable banking regulations and to USAA’s core values of service, loyalty, honesty, and integrity, and your allegations of wrongdoing are unfounded. Hence, we are unable to honor your request for compensation.
Mr. [redacted], you have not presented any new or additional information which would warrant a change in our decision. We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

June 8, 2016
 
Staff Sergeant [redacted], USAF
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your submission regarding a misdirected payment from your deposit account with the USAA Federal Savings Bank (FSB).  We regret any frustration or...

inconvenience you felt as a result of this matter, and your experience has been shared with the appropriate parties. 
 
Thank you for speaking with [redacted], of our FSB staff, who ensured your account was credited for both the $579.99 payment and an additional $100.00 to cover any late fees and interest assessed.  If you have further questions, 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]

November 13, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. Summerson:
I am responding to your second submission regarding your consumer loan.
As [redacted] explained in his email to you dated November 11, 2017, your Discover payment of $4,592.00 was located and credited retroactively to your loan effective September 20, 2017. Additionally, interest was waived. We regret any frustration or inconvenience you may have experienced. If you have additional questions, Mr. [redacted] remains available to assist you.

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

August 18, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your auto loan rate.
Thank you for taking the time to speak with [redacted], of our staff, about your concerns. 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 again; however, we consider this matter closed.
Sincerely,
[redacted]

Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the account established under your name with the USAA Federal Savings Bank.
Our records confirm that you also filed an inquiry with the Consumer Financial Protection Bureau (CFPB). ...

We will respond to you in detail via the CFPB portal.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

[redacted]
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[redacted]
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[redacted]
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I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted], of our staff, about your concern.  She confirmed...

that your account was credited for $130.00 on April 27, 2016.  I regret any frustration you may have experienced as a result of this matter.  Should you have any further questions, Ms. [redacted] remains available and can be reached at [redacted]    
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

October 19, 2015Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank.  We regret the frustration and inconvenience you experienced as we make every effort to ensure our members’...

accounts are serviced and maintained efficiently and accurately.  Thank you for speaking with [redacted] and [redacted] of our staff.  I understand that a credit has posted to your account ending in 6895 and that the merchant confirmed they received their funds from your account ending in 6887. Should you have any additional questions related to these matters, Mr. [redacted] and Ms. [redacted] remain available to assist you.  We appreciate you allowing us to research your situation and reply to you.  Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: The money that was credited was not available till Tuesday 7/14/2015, I checked the account religiously until it was deposited. Explaining the process does nothing for the fact that I was left without any money for six days, I had to pawn a wedding band to live for the week. Anytime a customer makes an error they're charged a fee without question, yet nothing is going to happen to USAA in this situation.
Regards,
[redacted]

September 25, 2015 [redacted]
[redacted]
Dear Mrs. [redacted]: I am responding to your submission regarding your USAA credit card dispute. I understand you spoke with [redacted], of our staff, who confirmed that after thorough review the dispute decision remains...

unchanged. As explained in our notice dated August 13, 2015, the USAA Federal Savings Bank has no recovery rights for the money transfer service you used. It is important to note that the USAA Credit Card Agreement, which was provided when your credit card account was established and is available for your review on usaa.com, indicates that we do not have dispute rights on purchases made with cash advances from an ATM or with a check that accesses your credit card account. Mrs. [redacted], while we recognize this is not the outcome you were seeking, we do thank you for allowing us to research your situation and respond to you. Should you have any further questions or need additional assistance, Ms. [redacted] remains available. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

January 13, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your checking and savings accounts with the USAA Federal Savings Bank (FSB). [redacted], of our FSB staff, was unsuccessful in his attempts to...

reach you by telephone to discuss your concerns. Nonetheless, he thoroughly reviewed your accounts and found that the negative balance on the checking account prevented its closing as you requested. In addition, since the account had a negative balance for more than 41 consecutive days, it was charged off on December 31, 2015, and was closed; however, you remain responsible for the balance. Mr. [redacted] confirmed that your savings account maintained a zero balance and was closed. The fees assessed to your checking account were charged appropriately; therefore, we respectfully decline your request for a refund. Should you have additional questions, Mr. [redacted] remains available to assist you and can be reached at ([redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

September 12, 2017
Chief Warrant Officer [redacted] USA (Ret.)
Complaint ID #: [redacted]
Dear Chief Warrant Officer [redacted]:
I am responding to your submission regarding your subscriber’s account funds. I regret the frustration you 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 addressed your concerns and provided a credit for the $29.00 fee your external bank charged for the cancelled check. As discussed, if you do not receive the reissued check, or if you have any additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]