Robert W. Carpenter, Esq.

February 10, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding compensation for mortgage-related costs. We apologize for the frustration you have experienced, and we appreciate the opportunity to review...

our actions and determine what solutions are available for USAA in order to act in accordance with federal banking guidelines. I understand you spoke with [redacted], of our USAA Federal Savings Bank (FSB) staff, who explained that we would not be reimbursing the costs of the water test or pest treatment as these items were required for the loan and were not incurred due to an FSB error. An additional review uncovered that in accordance with VA loan guidelines, you are entitled to a reimbursement of the $80.00 pest inspection fee. The reimbursement will be sent to you by check. While we recognize that you do not agree with the outcome, we thank you for allowing us to thoroughly review your situation and 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. USAA has implemented a solution to the issue; requiring 90 days to return funds to my account. I find the delay in returning funds extremely slow and archaic.
Regards,
[redacted]

July 29, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the handling of your credit card payment. 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 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.

Complaint: [redacted]
I am rejecting this response because:
Regards, I left messages  for Mr. [redacted] and never heard back. It does not address my resolve. I will attempt to contact him. There was also no response about the internal complaint regarding my conversation with the representative in Sept. I know what I was told. I will pay in full to remove from credit as well. Only if USAA will agree. I will also write the corporate office. They sent a new statement regarding the account  shortly after my complaint.  Thanks.
[redacted]

October 25, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your second submission regarding your mortgage payment.   We responded to your complaint on October 14, 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]

December 9, 2015Mrs. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB).  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."  As such, an investigation was initiated, and your deposit accounts were placed in a credits-only status.  Please know that the DAD also notes that the FSB may, without prior notice, apply or set off the funds in an account at any time to pay any debt, whether direct or indirect, with the FSB.  [redacted], of our staff, was unsuccessful in speaking with you to discuss the results of our investigation.  She remains available and can be reached at [redacted].  Your deposit accounts have been closed, and the funds will be sent to you via an official check. 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]

December 8, 2015Mr. [redacted] Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding holds that were placed on your deposits.  We regret any inconvenience you experienced as a result of this matter.Thank you for speaking with [redacted], of our staff,...

who explained that the holds were placed appropriately and in line with the USAA Federal Savings Bank’s (FSB) Depository Agreement and Disclosures, which is provided to all account holders and is also available on usaa.com.  As indicated in the notices we sent to you that provided the reasons for the holds, this policy is in place to protect our members as well as the FSB from a potential financial loss.  I understand that Ms. [redacted] released one of the holds, as a courtesy, on November 20, 2015, and that the remaining hold was systematically released as scheduled.  Should you have any further questions, Ms. [redacted] remains available to assist you and can be reached at [redacted]I appreciate you allowing us to reply to you.  Sincerely,[redacted]

August 8, 2016   Mrs. [redacted] Complaint ID #: [redacted]                                  Dear Mrs. [redacted]:   I am...

responding to your submission regarding your deposit account with USAA Federal Savings Bank.  I regret the frustration you experienced, as we strive to provide quality service to our entire membership.   Thank you for speaking with [redacted], of our FSB staff.  As she explained, the FSB is aware of the opportunities involving the fraud process and is working diligently to improve the matter in an effort to ensure a better member experience.  Our members’ feedback is crucial in this effort, and I appreciate you taking the time to bring your concerns to our attention.   Mrs. [redacted], we appreciate you allowing us to reply to you.  If you have any additional questions, Ms. [redacted] remains available to assist you.   Sincerely,   [redacted] Tell us why here...

January 31, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your auto loan payments and your USAA Federal Savings Bank deposit account.  I regret any frustration and inconvenience this has caused.   Thank...

you for speaking with [redacted], of our staff, who completed your request to reverse your misapplied auto payment for $428.11 and applied it to the correct loan ending in 4634.  He also submitted a request to back date the payment so that your credit will not reflect a past due amount.  I understand that you also spoke with Julian Sapien, of our staff, who explained that your spouse set up automatic payments towards your AAFES account on November 14, 2014, for $400.00 to occur on a monthly basis, debiting your joint checking account. The automatic payment was canceled in November 2016 and going forward it will not be debited.  If you have any additional questions, Mr. [redacted] and Mr. [redacted] remain available to assist you. . We appreciate you allowing us to reply to you.    Sincerely,   [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]

July 15, 2016
 
Ms. [redacted]
Complaint ID #: [redacted]
 
Dear Ms. [redacted]:
 
I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank.  I apologize for any frustration or inconvenience you may have experienced.
 
Thank...

you for speaking with [redacted], of our staff, who confirmed that both accounts have been closed, and a check for the balance of each account was mailed to you.  Should you have additional questions, Ms. [redacted] remains available, and she can be reached at [redacted] or [redacted], Extension [redacted].
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

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."

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]

Complaint: [redacted]
I am rejecting this response because:I was never given any other options. 
Regards,
[redacted]

June 4, 2015 [redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your checking account with USAA Federal Savings Bank (FSB). We reviewed your account transaction history and found that on April 30, 2015, Time Warner Cable (TWC) Charlotte and...

USAA P&C AutoPay attempted to debit your checking account. Both charges were returned due to nonsufficient funds (NSF) in the account. TWC made three additional attempts to debit your account, and USAA made one additional attempt. Those were also returned due to NSF. [redacted], of our staff, confirmed that on April 30, 2015, you canceled your automatic payments for your insurance policy, and you were advised the automatic payment scheduled to be processed that night could not be stopped. We are unable to dispute the charges as they did not post to your account. Mr. [redacted] has been unsuccessful in his attempts to contact you to discuss this matter. Please contact Mr. [redacted] at ([redacted] should you have any questions. Thank you for 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]

March 28, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). We strive to provide quality service to our entire membership, and we regret the frustration you...

experienced.
The Depository Agreement and Disclosures (DAD), which is provided to account holders at account inception and is available on usaa.com, governs deposit accounts and describes the hold policy associated with funds submitted through Remote Deposit Capture (RDC) services, including Deposit@Mobile. Regarding the availability of funds, the RDC User Agreement 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.” Our records show that $200.00 of your March 14, 2017, deposit was made immediately available to you, and the remainder was placed on hold for six days. No fees were assessed to your account as a result, and the hold was released accordingly.
[redacted], of our staff, was unsuccessful in reaching you to discuss your concerns by telephone. Mr. [redacted] thoroughly reviewed your checking account and confirmed that the deposit hold was placed appropriately in keeping with the DAD and the RDC User Agreement. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

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