Robert W. Carpenter, Esq.

September 19, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your mortgage prequalification with the [redacted] Federal Savings Bank. Let me assure you that we are continually seeking ways to improve the way we do...

business. Please know your feedback is appreciated and it has been shared with our management team.   I understand that you spoke with [redacted], of our staff, who thoroughly reviewed the matter. As she advised, [redacted] respectfully declines your request to remove the credit inquiry. Should you have any questions, Ms. [redacted] remains available to assist you, and she can be reached at ([redacted]) [redacted] ([redacted]) or ([redacted]) [redacted], Extension [redacted].   Mr. [redacted], while we understand this is not the outcome you expected, we feel confident that the correct decision has been made.  We appreciate you allowing us to reply to you.     Sincerely,   [redacted]

Revdex.com:
I have reviewed the response *ade by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to *e. Resolution:Company will clearly add to the pending settlement cash details that transferred funds from one USAA account to another are not settled instantly and are subject to pending cash policies. --- Reason for this clarification is not all banks work this way and there was no indication of such language on the website (Example: Bank of America (Transferred funds are not pending)) Note that the penalty was not lifted from *y account; however, I am none the less satisfied as long as the clearly articulate the warnings to future investors. This has not been completed as to date but I was ensured that it would be. Regards, 
[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]

July 20, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the freeze placed on your accounts as a result of a potential suspicious caller.
Safeguarding the security of our members’ information is critical to our business. We...

actively monitor and restrict accounts when we receive suspicious calls that are identified as potential risks. 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 inconvenience you.
Thank you for speaking with [redacted], of our FSB staff. After confirming there was no fraudulent transactions on the account, she immediately removed the restrictions. Additionally, on July 13, 2017, $52.00 was credited to your checking account ending in 4468 as reimbursement for the late fees assessed to your credit cards. As Mr. Jeffrey Regge of our consumer loan staff explained, the payment in question was reversed and reapplied with an effective date of June 25, 2017. Therefore, the interest was adjusted accordingly. Regrettably, we are unable to honor your request for a rate adjustment.
Thank you for allowing us to reply to you.
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]

February 26, 2016
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your USAA credit card account.
Please note that the terms and conditions of your credit card account are outlined in the Credit Card...

Agreement, which is provided to all account holders when an account is established and available on usaa.com.  We thoroughly reviewed your account and determined that the handling of your account was appropriate and that the credit reporting is accurate.  In addition, we were unable to locate documentation to support your claims.  Therefore, we are unable to remove any derogatory information on your consumer credit reports.    
[redacted], of our staff, was unable to reach you to discuss your concerns.  However, she remains available to address any questions you may have and can be reached at [redacted]
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.

April 28, 2017   Mr. Jeff [redacted] Complaint ID #: 12058606   Dear Mr. [redacted]:   I am responding to your second submission regarding your USAA Brokerage Roth and Self-Directed IRA accounts.    On April 12, 2017, we sent to your address on file a letter of explanation that addressed your specific concerns, and we have no further comment.    Please know that we consider this matter closed.       Sincerely,   [redacted]   USAA means United Services Automobile Association and its affiliates. Accounts are introduced and brokerage services provided by USAA Financial Advisors, Inc. (FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPC. Clearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC.

September 12, 2017
Ms[redacted] Complaint ID #: [redacted]
Dear Ms. [redacted] 
I am responding to your submission regarding a payment to your credit card with the USAA Federal Savings Bank. I regret the frustration this situation caused you.
Safeguarding the security of our...

members’ information is critical to our business. There are processes in place to protect the privacy of member information and to help guard against potential identity theft or fraud. It is never our intent to inconvenience you.
It is correct that the daily transfer limit to and from an external bank cannot exceed an aggregate amount of $5,000.00, and that it may take up to three days to set up an external account for funds transfers. In addition, the payment hold was to ensure that the funds were received. Unfortunately, Irma Lyons, of our staff, was unable to reach you by phone to address your concerns. If you wish to discuss this matter, Ms. [redacted] remains available to assist you and can be reached at ([redacted]- USAA ([redacted] or ([redacted] Extension, [redacted] 
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.

March 14, 2018 Petty Officer Third Class [redacted], USCG (Ret.)Complaint ID #: [redacted] Dear Petty Officer [redacted]: I am responding to your second submission regarding your USAA Signature Visa® credit card. [redacted] and [redacted], both of our staff, were unsuccessful in reaching you to discuss your concerns.  As previously advised, a review of the available call recording from October 26, 2017, confirms that you declined a representative’s offer to re-establish automatic payments on your Visa® from your checking account ending in 4074.  Subsequently, no payments were received for your credit card, and the account was closed due to delinquency.  A $100.00 refund was provided as a courtesy on February 13, 2018.  No additional compensation is warranted, and you remain responsible for the balance of your Visa® credit card.  We are unable to close your accounts as requested without speaking to you directly; we ask that you contact the USAA Federal Savings Bank for further assistance if needed.  We appreciate another 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.  Other bank products are issued and serviced by USAA Federal Savings Bank.

July 12, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your deposit account with USAA Federal Savings Bank (FSB). I apologize for any inconvenience or frustration you experienced as a result of this...

matter.
Thank you for speaking with [redacted], of our staff. I understand she reviewed your account and found evidence of account takeover, thus reversing the FSB’s original decision. I [redacted] that your conversation with [redacted] reassured you that your satisfaction is important to us. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

June 3, 2016
 
Mrs. [redacted]
Complaint ID #: [redacted]
 
Dear Mrs. [redacted]:
 
I am responding to your submission regarding your USAA Federal Savings Bank credit card 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]
 
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: 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]

March 2, 2018 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding deposits returned from your checking account with the USAA Federal Savings Bank (FSB). FSB deposit accounts are governed by the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com.  The DAD states, “If FSB has given you credit for an item and it is not paid for any reason, FSB may revoke the credit and charge the amount of the item back to your account, even if this causes your account to be overdrawn.”  Ultimately, you conducted the deposit activity in question and utilized the funds prior to the items being returned unpaid.  The activity has been reviewed on multiple occasions, and the outcome of the investigation remains unchanged.   We appreciate another opportunity to review your concerns. Sincerely, [redacted]

January 3, 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 and I apologize for any frustration this matter may have caused.   Thank you for speaking with...

[redacted], of our staff, who discussed your concerns.  As she discussed, a thorough review was conducted and it was confirmed that the suspicious activity on your account was unauthorized; therefore, Ms. [redacted] has taken the appropriate action to reissue credits and recover the negative balance.  Coaching has been provided to the individuals involved to prevent a similar occurrence.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

May 18, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your accounts with the USAA Federal Savings Bank (FSB).  I apologize for any frustration or inconvenience you experienced as a result of this...

matter.
 
Thank you for speaking with Melissa Smith, of our FSB staff, who confirmed that you were a victim of account takeover by an unauthorized third party.  Ms. [redacted] enabled enhanced authentication for security purposes, activated your debit card, and returned your accounts to a normal status.  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:This is not the first time this has happened. It happens all the time. Usaa will lock customers out of their accounts because their untrained young employees just feel like it. If a customer does not jump through the kids verbal hoops they get locked out. usaa may only have 5% of telephone employees over 30 years old. They are spending the least amount possible short of going to phillipine employees. 
Regards,
[redacted]

June 15, 2017   Staff Sergeant [redacted], USAF Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank and I regret any frustration this matter may have caused.   Thank...

you for speaking with [redacted], of our staff, who discussed your concerns.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us; however, if you have additional questions, he remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

[redacted]
*
[redacted]
*
[redacted]
I am responding to your submission regarding your World MasterCard with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted], of our staff, who explained our cancellation...

process for same-day payments made to the FSB.  As he advised, the online payment made on April 4, 2016, could not be canceled as it was already processed and completed.  We regret the inconvenience you experienced, and if you have additional questions, Mr. [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.  Tell us why here...

Complaint: [redacted]
I am rejcting this response because:They did not follow their own mobile deposit rule. According to their USAA Federal Savings Bank Service Fee Schedule the check should have been held for at least a day. Starting on page 18 you can see where the funds should have been held. The full dollar amount should not have been released to be. I saw nothing in USAA Federal Savings Bank Service Fee Schedule stating that they release funds based on how long your have been a customer, amount of money you keep in the bank, how many products you have with them or your credit score. They failed as a bank. They did not do what they were supposed to do. This was an error on their part, because if they had done what the USAA Federal Savings Bank Service Fee Schedule says that one day could have saved us all a lot of trouble. I am requesting a full refund of my funds $3550.00. [redacted] was supposed to email me her contact information but she never did.
Regards,
[redacted]

October 6, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the USAA joint checking account ending in [redacted]. I apologize for any frustration and inconvenience you have experienced as we make every effort to ensure our...

members’ accounts are serviced and maintained efficiently and accurately. Thank you for speaking with [redacted], of our staff, who researched your concerns and confirmed that the checking account balance was satisfied in February 2015. The account status will be updated accordingly. Please note that we do not report your deposit account status to the credit reporting agencies. Should you have any additional questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to research this matter and respond to you. Sincerely, [redacted]