Robert W. Carpenter, Esq.

Complaint: [redacted]
I am rejecting this response because: WHY ARE THEY RETURNING MY PAYMENT CASHIERS CHECKS TO ME. FOR THE PAST THREE MONTHS USAA HAS RETURNED MY CASHIERS CHECK WRITTING THEY DO NOT KNOW WHERE TO APPLY THE PAYMENTS. SOME ONE ON THE STAFF IS NOT DOING HIS/HER WORK WELL. CAN 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 ACCOUNT. THANKS
Regards,
[redacted]

July 31, 2015 [redacted]
[redacted] Dear [redacted]:  I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB).  Our employees are expected to be courteous and informative, and I regret if...

this was not your experience.  According to the FSB's Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, "If FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may 'freeze' (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities."  On July 14, 2015, an alert was sent to your telephone number on record to request verification of transactions.  Within an hour, the FSB received confirmation that the transactions were valid.  Two days later, you alleged that recent account activity was fraudulent.  As such, an investigation was initiated, and your deposit accounts were placed in a credits-only status.   I understand you spoke with [redacted], of our staff, who explained that as a result of our investigation, we have determined that you are responsible for the negative account balances.  Should you have any further questions about this matter, Mr. [redacted] remains available and can be reached at [redacted]   Please note that 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 obligations with us.  To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has engaged in fraudulent activity and caused USAA to suffer a financial loss.   Thank you for allowing us to review your situation and to respond to you.   Sincerely, [redacted]

August 14, 2017     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...

$1,135.93 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 $1,135.93 to be charged to your credit card and the funds deposited to your checking account.  We apologize for any frustration this caused you. The 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 $29.00 NSF fees, which were refunded, and your credit card incurred a $15.00 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 $1,135.93 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.

February 14, 2017   Sergeant [redacted] USAFR Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your VA mortgage loan applications and interest rate.  I regret any inconvenience this matter has caused you.   Thank you for...

speaking with [redacted], of our staff, who researched your applications and could not verify that your processor advised you your rate would be honored if you reapplied. Unfortunately, we are unable to honor the rate as there were no emails or calls available to support this claim. I understand this is not the outcome you were seeking; nonetheless, we are confident the correct decision has been made.  If you have any additional questions, Mr. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

November 9, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding deposit account with the USAA Federal Savings Bank.   Unfortunately, [redacted], of our staff, was unsuccessful in his attempts to contact you by...

phone to discuss this matter with you. Our research confirms that the nonsufficient funds fees (NSF) are indeed valid.  Therefore, we respectfully decline your request to refund additional NSF fees as we feel our members share a responsibility to manage their accounts appropriately.  If you have additional questions, Mr. Weaver remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

[redacted]
I am responding to your submission regarding your Secured Platinum MasterCard with the USAA Federal Savings Bank (FSB).
On March 17, 2014, the FSB established a Secured Platinum MasterCard for you, which was...

backed by a $300.00 Certificate of Deposit (CD) account.  On April 29, 2014, we were notified of your bankruptcy filing and the secured card was charged off.  On April 30, 2014, you were advised the CD would be closed after the bankruptcy filing was discharged.  On April 12, 2016, your CD was closed and the funds were applied to your account balance.  A draft for $109.24 was mailed to your address of record on April 14, 2016.  We have also confirmed that the FSB is accurately reporting your account status to the credit reporting agencies. 
Thank you for allowing us to research this matter and respond 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.

September 30, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your usaa.com access and credit card account. We appreciate the opportunity to respond and hope that you find the following information responsive to your concerns. Our records...

reflect in April 2010, we sent a notice to your address of record to advise you that your relationship with USAA and any of its affiliates were being dissolved to the extent allowed by law. The notice also stated that USAA would be discontinuing your access to usaa.com. Subsequently, your credit card account was closed. According to the USAA Credit Card Agreement, which is provided to account holders when an account is established and is available to review on the public side of usaa.com, we may close or suspend an account at any time without prior notice. Since April 2010, monthly statements for the credit card account were mailed to your address of record. The statements disclosed the balance, minimum payment due, and payment due date. They also explained that you could mail a payment with the provided payment coupon, or submit a payment by telephone or third-party bill pay service. While access to usaa.com was restricted, USAA received periodic payments from April 2010 to August 2015. As a result of minimum payments not being received by the due date, at all, or in full, appropriate fees were assessed and reflected on your statements. We respectfully decline your request for a reimbursement of fees, and we regret that we are unable to locate any previous correspondence to the USAA Federal Savings Bank regarding this matter. USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we reject your allegations of impropriety. Thank you for allowing us to research this matter and respond to you. Should you have any questions regarding your credit card account, [redacted], of our staff, is available to assist you, and she can be reached at [redacted] Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

October 4, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your accounts.
Thank you for speaking with members of our staff who addressed your concerns and confirmed the results of our investigation into the activity that occurred...

in your deposit account. If you have additional questions, [redacted], of our staff, remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

June 15, 2017
Captain [redacted] USA
Complaint ID #: [redacted]
 Dear Captain [redacted]:
I am responding to your submission regarding the hold placed on a recent deposit into your checking account with the USAA Federal Savings Bank (FSB) and the handling of a direct deposit inquiry...

for your spouse. I regret any inconvenience this may have caused.
Please note that 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. 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.” Hence, holds may be applied accordingly.
The FSB receives verification of checking account preauthorization requests from payroll companies through the Automated Clearing House system. The system is designed to verify the account number and reject the item if the account is invalid. If the account is valid, the transaction processes successfully and the company can proceed with future deposits. In keeping with our business practice, the system is functioning as intended. Hence, the FSB does not send manual notices to individuals regarding direct deposits.
[redacted], of our staff, was unable to reach you to discuss your concerns by telephone. However, if you have additional questions, Ms. [redacted] remains available to assist you, and she can be reached at ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted].
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I called this so called non discriminatory company to close my account and they refused to put a so called supervisor on the phone. If you hire 90% of your telephone people from one demographic that seems racist.
Regards,
[redacted]

June 7, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank (FSB).
 
On September 14, 2015, you completed an online auto loan application, including a...

form to establish monthly ACH payments from an external bank account.  In January and February 2016, the ACH payments were returned as “account closed.”  A payment manually scheduled with an FSB representative on February 16, 2016, was also returned as the account could not be located. 
 
Subsequently, an ACH payment in March 2016 and manual payments in March and April 2016 posted to the account.  However, the ACH payments for April and May 2016 were returned as the account was frozen.  On May 17, 2016, you advised the FSB that your automatic payment information was incorrect; you made a payment to bring the account current; and the FSB mailed you a form to modify the monthly ACH payment instruction.  The FSB received the completed form on June 1, 2016, and mailed an ACH confirmation to you the following day.
 
[redacted], of our FSB staff, was unsuccessful in reaching you to discuss your concerns.  Based on the payment history, he confirmed the loan was accurately reported as 30-days late in February 2016; therefore, we must respectfully decline your request to change the reporting.  If you have additional questions, Mr. [redacted] remains available to assist you and can be reached at [redacted].
 
We appreciate you allowing us to reply to you.
 
Sincerely,
 [redacted]

October 28, 2016 Staff Sergeant [redacted], USA (Ret.)Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your second submission regarding your payment using USAA Web BillPay.  We responded to your complaint on October 25, 2016. 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]3, and find that this resolution is satisfactory to me.
Regards,
[redacted]

June 6, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your loan. I regret any frustration this situation may have caused you.
Unfortunately, [redacted], of our staff, was unable to contact you by phone to address your...

concerns. Nonetheless, he completed a thorough review of your account and confirmed the payment on September 16, 2016, did not bring the loan current. He also determined our records do not show we extended a payment offer. Additionally, we confirmed our reporting to the credit agencies is accurate. If you have any additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 20, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding unauthorized activity on your 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]

Complaint: [redacted]
I am rejecting this response because: I did in fact have a conversation with her however at no time did she infer that I am responsible for a chargeroff acount. Our conversation was regarding the fact that there is an account that appears to be out in open under my ex husbands name and that I am receiving correspondence from. She explained that this was the old account that we had originally had together and that he contacted them recently to update the email on that old account. She then explained that that is why I received the notification because I was on that old account. She then explained that nothing was reported to the credit bureaus. She did acknowledge that there was a block on my name as well as supposedly a block under my ex husbands name which will not allow us to open any new accounts with USAA. She also acknowledged prior correspondence and telephone conversations between my ex husband and USAA in which he acknowledged he was responsible for that account and he would make any payments owed to that account.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I would like the amount I've paid in on the debt protection to be applied to my loan. It was of fault of USAA that I never even got to use the service once I became unemployed.  Which forced me to become behind on my loan and that reflected negative on my credit report.
Regards,
[redacted]

August 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your service experience with the selling of your property.
Thank you for speaking with [redacted], of our staff, who addressed your concerns regarding the fees for the pest inspection and treatment. As discussed, these fees were a requirement by the Veterans Administration and not USAA. If you have any additional questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

October 3, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your account access with USAA Federal Savings Bank.
Thank you for taking the time to speak with [redacted], of our staff, who explained the reason for your...

account restriction and advised of the documents needed to confirm your identity. Should you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

January 8, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank.
Our records indicate that your account was past due on August 20, 2015, September 21, 2015, and October...

20, 2015.  On October 29, 2015, a conference call with the title company confirmed that the payment check was returned to them due to it having an incorrect account number, and a new check was mailed on October 7, 2015.  On November 9, 2015, the title company explained that they mailed the new check to a wrong address.  We received payment for your credit card on November 16, 2015.  [redacted], of our staff, attempted to reach you to discuss your account.  Ms. [redacted] confirmed that two of the late fees were refunded to you as a courtesy; however, we are unable to remove the delinquencies as you requested.  If 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]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.