Robert W. Carpenter, Esq.

July 10, 2015 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]:  I am responding to your second submission regarding your concerns with USAA credit card fraud handling.   We regret any misunderstanding from our July 1, 2015, response.  We responded to the CFPB on July 10, 2015, and you will receive a response to your concerns via the CFPB.     Thank you.  Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

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.

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]

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]

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]

January 18, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the account activity on your checking account with the USAA Federal Savings Bank. A thorough review of your account activity was completed, and it was determined that the...

nonsufficient funds (NSF) fee was assessed appropriately. Our research confirmed that on December 21, 2015, your insurance payment for $128.86 was returned due to NSF. The account balance was $132.00; however, there was a pending debit card purchase for $40.83, which reduced the available balance to $91.17. As a result, the $128.86 payment was returned. The following day, you deposited a check for $100.00, and a $29.00 NSF fee was assessed for the returned insurance payment. As a courtesy, the fee was refunded. [redacted], of our staff, was unsuccessful in his attempts to reach you to discuss your account. Should you have any additional questions, Mr. [redacted] remains available to assist you and can be reached at ([redacted] Thank you for allowing us to reply to you. Sincerely,
[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]

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.

June 28, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding your claim and restricted online access. I regret any inconvenience this situation caused you.
After a thorough review, we confirmed that the claim was denied as...

there was evidence of damage prior to the claim and inception of your renters insurance policy. 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 negatively impacted our brand reputation. When this basic principle is compromised, access to usaa.com is limited. Our representatives are available to process any transactions or assist in servicing your existing accounts. Additionally, we offer a view of your accounts on mobile.usaa.com, which can supplement the account information you can get by mail or telephone. 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]

Complaint: [redacted]
I am rejecting this response because a bank I've used for 16 years and has NEVER informed me of these overdraft settings is ripping me off of the $50 in overdraft fees. Since this feature has never been shown or described to me prior to this situation, my hope was that USAA would've been courteous enough to refund the fees as a one-time courtesy for this situation. However, I now realize that USAA does NOT care about its customers, who have served their country honorably and instead which to buckle and dime them as much as possible. As a result, I will look to start transferring most of my banking to Navy Federal.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:You should be able to put payments on weekends or Holidays, regardlessof when they come out of if it is by mail or electronically. Payment was due on the 2nd, which I think was a Sunday and I only get Pay on the 1st, so can not submitted any sooner. Regardless of this, payment was submitted supposedlyon Oct 6, but did not get there until the 16 or 17. I know the Post office use to be slow, but not anymore since they Privatize them. Two or 3 days is the longest if not 5, to play it safe. Excuses are made to satisfythe guilty party and their Incompetence. I had been with you more than 17 years andyour company had gotten worst in the past 3-4 years. If you have a third party company doing your job, you should fire them for discrediting your company and not doing the things efficiently. Thank you! When you loose 5 clients of our family, you would learn a lesson. But, I will make sure the Jag office at Mc Dill AFB and the CO know about this.
Regards,
[redacted]

August 4, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the payment to your credit card account, and I regret any frustration or inconvenience you experienced as a result of this matter. The USAA Credit Card Agreement, which is provided...

to all account holders when they establish a credit card and is available for review on usaa.com, states that we reserve the right to withhold credit availability on any payment. Each payment is assessed independently and USAA determines if a payment will be subject to a payment hold when the payment is processed; not when it is scheduled. Unfortunately, [redacted], of our staff, was unsuccessful in her attempts to reach you to discuss your concerns and to advise you the payment hold was released. Ms. [redacted] remains available to assist you, and she may 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.

Complaint: [redacted]
I am rejecting this response because: I received a call from [redacted] and through the conversation she tried to explain that it was against federal law that I could not be reimbursed for the pest treatment and water test.  While talking with her I asked if she could provide me documentation or the law that prevents USAA from reimbursing me.  She said that she would look it up and send it to me.  Since USAA said it was a federal law then they must know the code of federal regulations that prevent them from reimbursing me.  She was not able to provide me with anything.  In fact in one instance she said it was a guideline but then resorts back to it being a federal law.  I have attached the entire conversation so the Revdex.com can see how I have been treated through my mortgage process.  If USAA can provide me the full payment of my pest treatment and water test or the law that prevents them from repaying me then I will accept a response. I have been lied to once about being able to be reimbursed and it appears that the lie continues to grow.   
Regards,
[redacted]

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

December 27, 2017
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding deposits into your account with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted] of our staff, who discussed the account...

activity and confirmed the reversal of the duplicate deposit was appropriate. If you have additional questions, Ms. [redacted] remains available to assist you.
While we understand this is not the outcome you were seeking, we appreciate you allowing us the opportunity to review this matter and to reply.
Sincerely,
[redacted]

August 17, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr.[redacted]:   I am responding to your submission regarding your deposit account with the [redacted] Federal Savings Bank and I regret any frustration this matter may have caused you.   Thank you for speaking with...

[redacted] and [redacted], of our staff, who discussed your concerns.  As we explained, no new information has been presented to us that would warrant a change in our position to hold you liable for the negative balance on your account.  Should you have additional questions or concerns, Ms. [redacted] and Mr. [redacted] remain available to assist you at ([redacted]) [redacted] ([redacted]) or ([redacted]) [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   Monika Mireles

September 19, 2017
Mr. [redacted] Complaint ID #: [redacted]
 Dear Mr. [redacted]:
I am responding to your submission regarding your deposited funds into your deposit account with the USAA Federal Savings Bank.
Thank you for speaking with Ms. [redacted] of our staff, who addressed...

you and your spouse’s concerns. As discussed, the funds were processed as a right of offset towards an account owned by your spouse. An explanation of the right of offset can be found in the Depository Agreement and Disclosures under “Setoff and Security Interest.” Additionally, as you are not an account holder on your spouse’s deposit account, we are unable to discuss any account details with you directly. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

March 20, 2018   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding the home equity line of credit you hold with Gunnery Sergeant [redacted].   Our records show a payment was scheduled on January 15, 2017, for...

January 27, 2017. The payment posted as scheduled to satisfy the January 2, 2017, due date.  The account became delinquent, and we sent late payment notices to the address on file, which is the same address on your submission.  On April 14, 2017, two payments were scheduled and subsequently posted to satisfy the February and March 2017 due dates.  We spoke with you on April 19, 2017, and confirmed payments were received in January and April 2017, no payments were routed incorrectly, and there were no errors on the part of USAA.  On January 2, 2018, the account became delinquent.  We mailed letters and attempted to reach you by telephone.  A payment was processed on February 8, 2018, to satisfy the January due date.  We received credit bureau disputes related to the aforementioned activity and responded that we were reporting accurate information.    We regret that [redacted], of our staff, was unable to reach you to discuss this matter.  Mr. [redacted] reviewed the payment history and confirmed the account is being accurately reported to the consumer reporting agencies and no late 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]