Robert W. Carpenter, Esq.

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 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]

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]

September 23, 2016 Staff Sergeant [redacted], USAComplaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank automobile loans.  I regret any frustration that you experienced. Thank you for speaking with...

[redacted], of our staff, who reviewed your account with you.  She confirmed that a change to your payment due date was processed and that late fees were waived.   I understand she also requested a copy of the credit report you obtained to confirm that it is showing 60 and 90 day late payments.  Our records do not indicate late payments over 30 days on your account; so, if necessary, changes will be made.  If you have any other questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

May 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your deposit account. I regret the frustration and inconvenience this situation may have caused you.
[redacted], of our staff, was unable to reach you by phone to...

address your concerns. Nonetheless, she completed a thorough review of your account and confirmed we refunded a non-sufficient funds fee as well as five overdraft fees bringing your account to a positive balance. Additionally, both of your deposit accounts have been closed as requested, and on May 3, 2017, we sent the remaining balance via check to the mailing address on file. If you have additional questions on 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: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]

February 21, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your third submission regarding your deposit account with the USAA Federal Savings Bank.   We responded to your complaint on February 17, 2017.  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]

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.

Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the checking account you established with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted], of our staff, about your account and our...

decision to close it. During your conversation, Ms. [redacted] explained to you that your attorney’s office was going to recall the wire sent to the FSB. Once the wire is recalled, the funds will be returned to the originating bank. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

April 27, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your second submission regarding the tiered cash rewards program on your [redacted] credit card account.
Our records indicate that on March 9, 2017, you applied and were approved for a Cashback Rewards [redacted] credit card account via usaa.com. Prior to submitting your application, information was displayed regarding the Cash Back Rewards associated with each level of Qualifying Purchases. It remains your responsibility to familiarize yourself with the Reward Terms and Conditions of the account you selected. While we recognize that you disagree with our April 11, 2017, response, no new information has been presented that would warrant a change in our decision.
We appreciate another opportunity to review your concerns; 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.

March 11, 2016
[redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your mortgage loan refinance application.
After receipt of your application, the USAA Federal Savings Bank (FSB) complied with an extended fraud alert on your...

credit report and attempted to contact you at the telephone numbers shown in the alert.  [redacted], of our staff, confirmed this with you via email, and he recommended that you contact the credit bureau to verify the information in the extended fraud alert.  Mr. [redacted] also validated that on January 29, 2016, the FSB representative requested that you contact the FSB in 48 hours.
To clarify, the Notice of Action Taken (NAT) dated February 2, 2016, is a form the FSB sends to applicants when the FSB is unable to approve a credit request.  The reason listed in the NAT that was mailed to you is accurate as the FSB was unable to reach you at the telephone numbers in the extended fraud alert.  In addition, the document that accompanied the NAT, which you and Mrs. [redacted] signed and returned to the FSB, was The Housing Financial Discrimination Act of 1977 Fair Lending Notice.  This is a required disclosure in California; however, the FSB is not required to acknowledge receipt of the signed document.
While we regret any confusion this situation may have caused you, we confirmed that the matter was handled appropriately in accordance with applicable banking regulations.  Therefore, we respectfully disagree with your allegations of wrongdoing.
Thank you for the opportunity to review your concerns and reply.  If you require additional clarification, Mr. [redacted] remains available to assist you.
Sincerely,
[redacted]

June 5, 2015 [redacted] Dear [redacted]: I am responding to your submission regarding your ATM deposit with the USAA Federal Savings Bank (FSB).  Please know that we regret any frustration you experienced or...

conflicting information you might have received. Thank you for speaking with [redacted], of our staff, who explained the time frame that the FSB has to investigate an ATM deposit discrepancy and provide a credit to the account.  Ms. [redacted] confirmed that a credit of $240.00 was provided on May 21, 2015.  It is important to know that the FSB adheres to all regulatory guidelines and acts in accordance with our core values of service, loyalty, honesty, and integrity.   [redacted], while we understand that you have considered closing your accounts, we hope that you will allow us the opportunity to regain your trust in USAA.  Should you have any further concerns, Ms. [redacted] remains available to assist you. Sincerely,[redacted]

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.

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:
Regards,
[redacted]

[redacted]
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[redacted]
[redacted]
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I am responding to your submission regarding your USAA Secure Checking account and your request for a consumer loan.
 
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]

November 27, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding suspected fraud on your USAA Federal Savings Bank deposit account and the subsequent restriction placed on your account.  We regret any frustration...

this matter has caused you.   Thank you for speaking with [redacted], of our staff, who confirmed that the appropriate actions were taken when you confirmed the suspicious call was unauthorized; nonetheless, she identified an opportunity for improvement when your concerns regarding the restriction on your account was not escalated other than a manager call back, which can take up to 24 hours to return.  Please be assured USAA is aware of the service opportunity and feedback was provided to the appropriate area.  If you have any 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: card numbers do not match what’s on receipt. Give me my money or getting a subpoena and suing for more than what y’all owe me
Regards,
[redacted]

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]

October 13, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your debit card dispute.
Thank you for taking the time to speak with [redacted], of our staff, and confirming this matter was resolved. If you have...

additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]