Robert W. Carpenter, Esq.

December 8, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank. Thank you for speaking with [redacted], of our staff, about your concerns with the hold that was placed on your...

deposit. As she advised, the hold was placed in accordance with the Depository Agreement and Disclosures that was provided to you when you opened the account and is available on usaa.com. I understand the hold has been released, and Ms. [redacted] temporarily increased your ATM withdrawal limit as you had requested. Should you have any additional questions, Ms. [redacted] remains available to assist you. I appreciate you allowing us to reply to you. Sincerely, [redacted]

September 19, 2017
Petty Officer Second Class [redacted], USN
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB).
On September 15, 2017, Michael [redacted], of our staff,...

contacted you about this matter. Mr. [redacted] spoke with Mrs. [redacted] as you requested and confirmed the $900.00 debit from your joint checking account was appropriate. Should you have any other questions, Mr. [redacted] remains available to assist you.
Petty Officer [redacted], please know that we act in accordance with the Depository Agreement and Disclosures and with our core values of service, loyalty, honesty, and integrity. We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

September 15, 2017 Technical Sergeant [redacted], ANGComplaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your second submission regarding nonsufficient funds (NSF) fees assessed to your USAA Federal Savings Bank (FSB) checking account ending in [redacted]. As our previous response advised, you selected savings account [redacted] as overdraft protection for checking account [redacted].  Savings account [redacted] was automatically closed in October 2012 after maintaining a zero balance for 75 days.  The FSB’s Depository Agreement and Disclosures (DAD) explains that overdraft protection will terminate automatically if the protecting account is closed. It remains your responsibility to ensure that overdraft protection is updated on your deposit accounts.  In August 2017, pending transactions reduced the available balance of checking [redacted], causing multiple Automated Clearing House transactions to be rejected due to insufficient funds in the account.  On each occurrence, a $29.00 NSF fee was assessed in accordance with the FSB’s Service Fee Schedule. The DAD and your account statements are available on usaa.com for your review at your convenience. Regarding your homeowners insurance policy, our records reflect that your coverage was canceled effective July 14, 2016, at your request.  On August 6, 2016, a refund check was mailed to your mortgage company. We appreciate another opportunity to reply to you.   Sincerely, [redacted]

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I am responding to your submission regarding your credit card with the USAA Federal Savings Bank (FSB).  We regret any inconvenience this situation may have caused you.
Our records show that...

after you established USAA membership online and applied for a credit card account on March 3, 2016, your request was approved, and a credit card was mailed to your address of record.  When we reviewed the account, we determined that the FSB needed to verify your identity, and your account access and credit card were temporarily restricted.
On March 9, 2016, in accordance with the USA Patriot Act, which requires that we collect information that will allow the FSB to identify an individual who is opening an account, we sent a letter to you requesting documentation to verify your identity.  When you spoke with FSB staff on March 17, 2016, we discussed the necessary paperwork, which you agreed to submit to the FSB.  On March 22, 2016, the required documents were received, and after completing our review, the restriction was removed from your account and credit card, and we notified you by email on March 23, 2016.
Please know that the FSB adheres to all applicable banking regulations as well as to our core values of service, loyalty, honesty, and integrity.  While we value your feedback as we are always looking for ways to improve our processes, we respectfully disagree with your allegations of wrongdoing.
Mr. [redacted], [redacted], of our staff, was unsuccessful in speaking with you on March 23, 2016; however, she remains available to assist you should you have additional questions.  We appreciate the opportunity to review the events that transpired and respond.
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: On June 6th USAA charged me for those three charges again. I want those charges removed.
Regards,
[redacted]

May 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding a recent hold placed on your deposit account with the USAA Federal Savings Bank. I regret any inconvenience this situation may have caused you.
Unfortunately,...

[redacted] of our staff, was unable to reach you by phone to address your concerns. Nonetheless, he completed a thorough review of your account and confirmed the hold was appropriate in accordance with The Depository Agreement and Disclosures. In addition, Deposit@Mobile® displays how much of the deposit will be available immediately and allows you an option to proceed or cancel the transaction. As of May 10, 2017, our records indicate that no overdraft fees were assessed. If you have additional questions, Mr. [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 have requested documentation of this checking account.In August, over $300.00 in NSF fees were charged to my account without any pending transactions.Over three weeks ago I spoke with a representative and requested all of my accounts to be closed.As of 18 September,they still remain open and accrue NSF fees.I am rejecting USA response because I feel USAA has not tried to resolve this issue,provide documentation or explanation. I am requesting a refund for the excessive NSF fees charged by USAA.My accounts remain open to continue to rip me off.I will provide documentation showing each transaction that was rejected when the appropriate amount was available without any pending tranactions
Regards,
[redacted]

November 20, 2015Mrs. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your submission regarding your deposit 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]

July 22, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding a disputed charge on your USAA World MasterCard®. Thank you for taking the time to speak with [redacted], of our staff, about your concerns. As...

she advised, we completed a review of your dispute case and approved a refund of $117.96 to your credit card account. Ms. [redacted] initiated the refund process, and you will see the credit on your account within three business days. Should you have any additional questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

January 5, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your deposit account.   Thank you for speaking with [redacted] of our staff, who confirmed the check posted on December 26, 2017, and discussed...

remote deposit capture alternatives, including USAA Deposit@Home and Deposit@Mobile.  We regret any frustration this matter may have caused you, and your feedback was shared with the appropriate areas.  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

June 22, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your request for check images from your USAA Federal Savings Bank (FSB) checking account. Thank you for sharing your experience, and your feedback has been shared with the...

appropriate parties. Please note that according to the Service Fee Schedule located within the Depository Agreement and Disclosures (DAD) which is provided to all accountholders and available on usaa.com, USAA charges a $5.00 photocopy fee for each check. It also indicates that free copies are available online if within 90 days. Thank you for speaking with [redacted], of our FSB staff, who explained he refunded the $300.00 fee as a courtesy and confirmed that the check copies are available for your reference on usaa.com. The FSB follows the DAD and all regulations and acts in accordance with our core values of service, loyalty, honesty and integrity, and we respectfully disagree with your allegations of wrongdoing. Should you have any further questions, Mr. [redacted] remains available and can be reached at [redacted] 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]

August 28, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the status of your account with the USAA Federal Savings Bank (FSB). I apologize for the frustration and inconvenience this matter has caused you as we make every effort...

to ensure our members’ accounts are serviced and maintained efficiently and accurately. A thorough review determined that in November 2014, we received a call from a third-party who incorrectly advised us of your passing. Our attempts to validate this information with Mrs. [redacted] by telephone and mail were unsuccessful. We have since updated our records and sent a request to the credit reporting agencies regarding the deceased reporting status since November 2014. Please allow up to 45 days for this update to be reflected on your credit report. Thank you for allowing us to address this situation. I hope you found your conversation with [redacted], of our staff, responsive to your concerns. While we regret any difficulties you encountered, we respectfully decline your request for monetary compensation. Should you have any additional questions, Mr. [redacted] remains available to assist 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]

October 18, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding fees charged to your USAA Savings Bank credit card account.   Thank you for speaking with [redacted], of our staff, who thoroughly...

reviewed your account.  She determined that a posting issue during the transition of your MasterCard to Visa caused two $100.00 credits to appear in error.  On the same statement, the credits were reversed, showing as a payment adjustment.  Therefore, we must decline your request to refund the $200.00.  If you have any other questions or would like to provide more information, Ms. [redacted] remains available to assist you.   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.

February 7, 2018
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]
I am responding to your submission regarding the charges and fees assessed to your USAA World MasterCard.
[redacted], of our staff, was unsuccessful in her attempts to contact you; nonetheless, she thoroughly...

reviewed your account. Our records indicate that the current balance of $858.78 consists of $749.43 in purchases prior to September 2015, and a total of $109.35 in interest and late fees due to non-payment. It is important to note that the late fees and finance charges have been accurately assessed. We were diligent in our efforts to inform you of the account’s delinquency. The appropriate statements and payment reminder notices were sent to your address of record advising you of the status on your account. However, no action was taken; consequently, on June 30, 2016, the account was charged off for $858.78, due to non-payment. Therefore, we respectfully decline your request to update the reporting to the consumer reporting agencies.
Ms. [redacted], there is no indication that you disputed any purchase balances in 2015 prior to your last payment in September 2015. Additionally, we have no records that you contacted USAA regarding your concerns. It is important to note that USAA Federal Savings Bank adheres to all applicable banking regulations and our core values of service, loyalty, honesty, and integrity are at the center of everything we do. Thank you for allowing us to review 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.

February 21, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank.  We regret any frustration this situation has caused you. Thank you for speaking with [redacted]...

[redacted]s, of our staff, who confirmed the action taken to offset the negative balance of your checking account was appropriate and prevented the account from being charged off.  Per your request, your individual checking account was closed and the remaining balance transferred to your joint checking account.  If you have additional questions, 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 have attempted to contact their contact person and left messages as instructed at extension [redacted] and no further attempts were made to contact me to resolve this issue.  
Regards,
[redacted]

November 11, 2015Mrs. [redacted]. [redacted] Complaint ID #: [redacted]Dear Mrs. [redacted]:I am responding to your submission regarding accounts that were opened in your name with the USAA Federal Savings Bank (FSB).  We regret the concern this matter caused you.Thank you for speaking with [redacted], of our staff, who assured you that we are currently investigating the accounts that were opened without your authorization, and we have taken the necessary steps to have your credit report updated accordingly.  We will work closely with law enforcement, and we appreciate the information you provided to us. Should you have any further questions, Ms. [redacted] remains available to assist you and can be reached at [redacted].    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. I will attempt to call USAA tomorrow 11/21/2017. I will be closing my accounts.  Thank you to the person or persons that have helped me with my problems with USAA!
Regards,
[redacted]