Robert W. Carpenter, Esq.

I'm confused. I did successfully deposit another check. I'm not sure what that has to do with the previous incident. There was no recognition of the fact that you removed $9k from my savings account and $1200 from my checking account, leaving me with no access to my money. All of this happened with no notification at all. Nobody called to verify the check (because it was good), nobody called to let me know there was an issue, nothing, you just took all of the money from my checking account without a word. And you took it to cover the funds from a perfectly valid check that should have never been marked as "altered."

First of all, [redacted] never contacted me without a response from me. I actually reached out to [redacted] to discuss the status of my account and that is when she told me that USAA never received the check. Also, she mentioned that the check had an incorrect account number on it as well. I was confused at how you knew the check had the wrong account number on it but you never received the check. Here are issues I have had with this entire process…-On September 22nd, I sent a check via FedEx to your location in San Antonio. A couple days later, I followed up and no one at USAA could even find the check. -November is finally when USAA acknowledge the check. --Why does it take two months to find the check? I did not lose the check for two months. I followed up multiple times regarding the status of the check however, no one could locate a check that FedEx confirms they delivered with USAA employee signing for it. -How can a representative say that USAA never received the check but in the same sentence say that the account number on the check was wrong. Every time I complain on social media or file a complaint is when I hear from USAA regarding this issue. I call back to division which is suppose to “CEO office” but I NEVER get a call back or speak with anyone. Again, I am going to repeat myself again, all I want at this point is the have my credit report updated to reflect that I was not late two months. The solution that was represented to me only points fingers at me while USAA is willing to address the fact that the check was missing for two months or accept responsibility for it. I made every effort to pay this card off to avoid being reported late and that is all that I am asking to be corrected in the situation. If USAA is customer service based like they portray in the commercials then prove it by meeting my half way on this solution. Of note, I have paid the outstanding finance chargers and I appreciate the refund on the late charges but my credit report is far more important to my financial future.

October 6, 2016 Sergeant [redacted], USAComplaint ID #: [redacted] Dear Sergeant Woods: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) checking account.   Thank you for speaking with [redacted], of our staff, who confirmed that that...

there is no evidence of account takeover; therefore, the decision by our fraud department stands and you remain liable for the overdrawn balance on your account.  I understand that Mr. [redacted] explained that the FSB does not offer a payment program; however, you may send guaranteed funds until the balance is paid in full.  If you have any additional questions,      Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

February 26, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding a balance transfer that you initiated on usaa.com to take advantage of a promotional offer and pay off an external credit card.  I regret any...

frustration this matter may have caused you.   Thank you for speaking with [redacted], of our staff, who explained that USAA does not recognize whether a card number is a debit card or a credit card when you enter the number to apply a balance transfer.  She confirmed that the promotional offer is valid if you use the funds that were deposited into your external checking account to pay off the credit card that you intended to.  If you have any additional questions Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

June 23, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding USAA’s authentication process and your inability to access your accounts. Safeguarding the security of our members’ accounts is critical to our business, and I regret the...

frustration this matter caused you.
The authentication system simplifies the member authentication process while reducing social engineering risk and increasing fraud prevention. These processes are in place to protect the privacy of member information and to help guard against potential identity theft or fraud. As such, when the password authentication process fails at least five consecutive times, access is disabled for security purposes. Please know our policies must be applied uniformly for all members.
I hope your conversation with [redacted], of our staff, helped reassure you that your satisfaction is important to us and member service remains our top priority. Thank you for allowing us to reply to you.
Sincerely,
[redacted]

September 30, 2015 [redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your September 2015 insurance payment. We regret any frustration or inconvenience you experienced as we strive to provide quality service and appropriate resolutions to our...

entire membership. Thank you for speaking with [redacted], of our staff, who thoroughly reviewed your concerns and verified the payment amount entered and confirmed on usaa.com was $449.85. I understand that you declined the partial refund that Ms. [redacted] offered since the September payment due date had already passed. We were unable to locate any information pertaining to a similar matter occurring previously; however, should you have any additional billing questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to review your concerns and respond to you. Sincerely, [redacted]

January 18, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your deposit account.   We regret any inconvenience this matter may have caused you.  As [redacted], of our staff, indicated in her email...

message, you are not eligible for a Deposit@Mobile® transaction limit increase.  According to the Remote Deposit Capture User Agreement, “We reserve the right to impose limits on the amount(s) and/or number of deposits that you transmit using the Services and to modify such limits from time to time.”   The FSB acts in accordance with all applicable banking regulations and with our core values of service, loyalty, honesty, and integrity.  In fairness to all members, we apply our policy regarding deposit limits consistently, and as Ms. [redacted]z advised, we are unable to honor your request for an exception.   If you have additional questions on this matter, Ms. [redacted]z remains available to assist you.   We appreciate your service to our country and you allowing us to reply to you.    Sincerely,   [redacted]

February 5, 2018
Petty Officer [redacted], USN
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your submission regarding a loan that indicated you as a cosigner.
[redacted], of our staff, was unable to reach you to address you concerns. ...

Nonetheless, she completed a thorough review of your account and confirmed that on November 21, 2017, we sent a request to remove the loan from your credit report. Additionally, there is no indication that any of your personally identifiable information was provided with the loan documents. Please know that USAA Federal Savings Bank acts in accordance with all banking regulations and with our core values of service, loyalty, honesty, and integrity.  Should you wish to discuss this matter, 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 believe that the business and it's staff  (meaning their customer service reps and their supervisors) are not on the same page when providing important information to customer's.This is the third time that I have had deal with incompetence from this business, and the first 2 times I gave them the benefit of the doubt to have issues resolved.  But this time for them dinging my credit after I called in well before my payoff and told them that I had traded in the car, plus they knew this and because I had received a approval of financing through them againand they were well aware of what was going but failed to provide important information on status of my loan.  So this time not only do I want the late removed from mine and my wife's credit report, I think they should also be hit with punity damages for messing my credit up due to their customer service negligence.
Regards,
[redacted]

May 5, 2017
Doctor [redacted]
Complaint ID #: [redacted]
Dear Dr. [redacted]:
I am responding to your second submission regarding the hold placed on a recent deposit into your checking account with the USAA Federal Savings Bank.
We responded to your complaint on April 27, 2017. While we recognize that you disagree, we are confident that the correct decision has been made. No new information has been presented that would warrant a change in our position.
Dr. [redacted], it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we do, and we strongly disagree with your allegations of impropriety.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

September 26, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your USAA Federal Savings Bank Certificate of Deposit (CD).  Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We will respond to the CFPB. Thank you for the opportunity to reply. Sincerely, [redacted]

December 29, 2015
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your third submission regarding accounts that were opened in your name with the USAA Federal Savings Bank (FSB).
Please see the attached response. Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

October 13, 2017
Airman First Class [redacted], USAF
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your auto loan.
Thank you for speaking with [redacted] of our staff, who confirmed your loan was past due. As discussed, a payment...

must be made by October 16, 2017, to prevent your vehicle from going to auction. If you have additional questions or wish to make a payment, 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 any other options. 
Regards,
[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]

February 12, 2018
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]
I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank.
Our records reflect that although you generated online price certificates for several dealers through USAA’s...

Car Buying Service, you purchased the vehicle from a dealer who is not listed on the price certificates. As disclosed on usaa.com, “To receive your loan discount, vehicle must be purchased from the dealer listed on your USAA Car Buying Service Savings Certificate.” Therefore, the USAA Car Buying Service discount was not applied to your loan.
In addition, you enrolled in Total Loss Protection (TLP), and in accordance with your preference, the TLP fee was paid separately and was not financed into the loan.

[redacted], of our staff, was unsuccessful in her attempts to reach you by telephone. Should you have any other 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]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[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]

February 7, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB).We regret any frustration you may have experienced. Safeguarding the security of our members’...

information is critical to our business.  We actively monitor accounts and decline transactions that are identified as potential risks or seem to indicate a deviation in spending patterns.  These processes are in place to protect the privacy of member information and to help guard against potential identity theft or fraud.  It was never our intent to embarrass or inconvenience you.  Thank you for speaking with [redacted], of our FSB staff, who confirmed our fraud detection process will continue and will include attempts to reach your via phone, text message and email when questionable activity needs validation.  If you have additional questions, Mr. [redacted], remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]