Robert W. Carpenter, Esq.

[redacted]
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[redacted]
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).  We regret any frustration this...

situation has caused.
The Depository Agreement and Disclosures (DAD), which is provided to account holders at account inception and available on usaa.com, governs deposit accounts and describes the hold policy associated with funds submitted through Remote Deposit Capture (RDC) services. The DAD 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.”
Thank you for speaking with [redacted], of our staff, who explained the reason for the hold and declined to deviate from our current hold policy.  As a courtesy, Ms. [redacted] processed a refund for the nonsuffcient funds fee.  If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity 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]

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.

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]

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]

[redacted]
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[redacted]
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[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...

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]

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]

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]

January 23, 2017
 
Ms. [redacted]
Complaint ID #: [redacted]
 
Dear Ms. [redacted]:
 
I am responding to your submission regarding USAA’s Web BillPay service and overdraft protection on your deposit account with the USAA Federal Savings Bank (FSB).  I regret any...

frustration you may have experienced.
 
Our records reflect that you declined overdraft protection on the checking account application submitted via usaa.com in May 2016.  In addition, our contact log indicates that you did not speak with a representative at the time of establishing the new checking account or setting up payments using Web BillPay.  On January 9, 2017, you called the FSB and authorized overdraft protection from your savings account, and a representative refunded three nonsufficient funds fees to your checking account as a courtesy. 
 
[redacted], of our staff, was unsuccessful in reaching you to discuss your concerns.  She verified that payments made through the Web BillPay service have successfully debited your account in the past.  We respectfully decline your request for additional reimbursement.  If you have further questions, Ms. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[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]

December 29, 2015
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your deposit accounts with USAA Federal Savings Bank (FSB).  I regret any frustration or inconvenience you experienced as a result of this...

matter.
Our records confirm that on November 17, 2015, a $40.01 authorization by Corner Store [redacted] was completed on your debit card.  However, due to the credits-only status that was on your account at the time, the transaction had to be manually posted to your account on November 20, 2015, which reflected as a “Posted Debit.”  This also applied to the $13.02 charge from [redacted] that was authorized on your debit card, and manually posted on November 21, 2015.  The credits-only status has since been removed from your accounts. 
[redacted], of our staff, attempted to contact you to discuss your concerns.  Mr. [redacted] refunded the $25.00 fee you incurred; however, we respectfully decline to refund you for the $40.01 and $13.02 charges as they were confirmed to be valid.  If you have any questions, Mr. [redacted] remains available and can be reached at [redacted] (USAA) o[redacted]
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

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.

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]

Complaint: [redacted]
I am rejecting this response because: USAA caused this issue and they need to compensate me for it!!!
Regards,
[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.

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.

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]

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]

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]