Robert W. Carpenter, Esq.

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]

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.

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 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]

August 7, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding the credit reporting issues and fraud case you filed with the USAA Federal Savings Bank (FSB). Our research confirmed that you opened a joint checking account on December 13, 2011, and an individual checking account and another joint checking account on June 2, 2012. A fraud review was completed on June 22, 2012, and again on July 9, 2015. The result of both reviews determined that no fraudulent activity occurred, and you remain liable for the charged-off accounts. With regards to your credit report, according to our records, you submitted three credit card applications between December 22, 2011, and May 29, 2012. You also submitted an unsecured loan application on June 2, 2012, and an auto loan application on June 10, 2012. An Equifax credit report was pulled for each application to assist in making a decision to approve or deny the applications. 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] 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.

December 28, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account with the USAA Savings Bank. [redacted], of our staff, was unable to reach you to discuss your concerns.  The USAA Credit...

Card Agreement, which was provided when your credit card account was established and is available for your review on usaa.com, states that the Federal Savings Bank reserves the right to withhold credit availability on any payment.  When a payment is processed, the balance due is reduced at the time of payment; however, if the payment is held, the available credit for the amount of the payment may not be available for immediate use.  A payment may be placed on hold for reasons including, but not limited to multiple payments received in a short amount of time, returned payments, or payment amount in relation to account details (credit limit, payment history, etc.) is irregular.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, 
[redacted]

December 29, 2015
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your second submission regarding the processing of debit card transactions. I hope you find the following information responsive to your feedback.
1.      As indicated in our December 8, 2015, response, the processing of the November 16, 2015, transaction that force debited your account, was not handled differently by the USAA Federal Savings Bank (FSB) based on it being a foreign or non-U.S. transaction.  There was no initial authorization or pending status prior to the funds being debited. 
2.      Our records show that we have refunded four non-sufficient funds fees, and we respectfully decline your request for additional refunds. 
3.      We are available to review any fees that you were assessed by other companies as a result of this matter.  Please contact [redacted] of our staff, to provide documentation for our review.
4.      We respectfully decline your request to pay for a loan you acquired.
5.      Your situation has been shared with our management staff, and we regret the frustration and inconvenience you and your family experienced.  Once the FSB was notified of the fraudulent activity, a provisional credit and refunds for applicable fees were provided.
6.      A letter to your creditors will not be generated.  Again, the transaction was not processed or handled differently by the FSB based on it being a non-U.S. transaction. 
We acknowledge your continued efforts and appreciate you allowing us another opportunity to review your concerns.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Thank you for taking the time to respond,unfortunately I reject you response due to the incorrect information provided to me via your mobile application stating my accounts were not in the negative at the time I made the transfer.  Operating under that information I proceeded to make a transfer from savings to checking to prevent overdrafts.  Much to my dismay your institution processed the debits to my account the following day shortly before posting my deposit transferred from savings.That said I believe it is in the best interest of other patrons to be aware of this type of non customer service oriented process so they can mitigate their own potential dealings with USAA.I have since signed up for overdraft protection provided by your company that will pull from my savings to prevent overdraft.  Since obviously me doing it manually is not a process you allow.  Or would take the opportunity to assess fees before properly taking care of your customer.
Regards,
[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]

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]

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]

Complaint: [redacted]
I am rejecting this response because: They have it listed as a Repo on my credit.
Regards,
[redacted]

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

October 3, 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). We did recognize an opportunity for more prompt handling in our review of the account. I regret any...

frustration you have experienced as we strive to provide quality service to our entire membership.
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. Based on the documentation we have, we are confident that the appropriate resolution has been rendered.
[redacted], of our staff, was unsuccessful in reaching you by telephone. Nonetheless, she confirmed that your account was closed on September 29, 2016, and a check for the remaining balance was mailed to your address on record. Should you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to review this matter and to respond to you.
Sincerely,
[redacted]

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]

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]

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]

January 23, 2018
Captain [redacted], USAR
Complaint ID #: [redacted]
Dear Captain [redacted]:
I am responding to your submission regarding your home equity line of credit and service experience.
I regret the frustration this matter caused you. Our employees are expected to be courteous and...

informative and to handle matters in a timely manner. Your feedback was provided to the appropriate area to ensure other members do not have a similar experience.
Thank you for speaking with [redacted], of our staff, who addressed your concerns and confirmed your payment is not being reported adversely to the consumer reporting agencies as it was not 30 days late. If you have additional 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]