Robert W. Carpenter, Esq.

September 1, 2017 Sergeant Stevon [redacted] Sergeant [redacted] Complaint ID #: [redacted] Dear Sergeants [redacted] I am responding to your second submission regarding the direct deposit from the Department of Treasury, which posted to your checking account with USAA Federal Savings Bank (FSB). We responded to your complaint on August 23, 2017, and you have not presented any new or additional information that would warrant a change in our decision. It is important to know that the FSB adheres to all applicable banking regulations and to USAA’s core values of service, loyalty, honesty, and integrity, and your allegations of wrongdoing are unfounded. While we appreciate another opportunity to respond to you, we consider the matter closed. Sincerely, [redacted]

March 13, Mr [redacted] ***Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your personal loan with the USAA Federal Savings BankPlease note that your loan was charged off in December due to delinquency A letter with the payoff amount was mailed to you on March 12, We appreciate you allowing us to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejcting this response because:They did not follow their own mobile deposit ruleAccording to their USAA Federal Savings Bank Service Fee Schedule the check should have been held for at least a dayStarting on page you can see where the funds should have been heldThe full dollar amount should not have been released to beI 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 scoreThey failed as a bankThey did not do what they were supposed to doThis 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 troubleI am requesting a full refund of my funds $ [redacted] was supposed to email me her contact information but she never did Regards, [redacted] ***

January 30, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your deposit accounts with the [redacted] Federal Savings Bank (FSB) Our records indicate that your accounts were restricted in keeping with the Depository Agreement and Disclosures, which governs FSB deposit accounts and is provided to all account holders, and that upon the completion of our review, the restrictions were removed on January 11, We regret any frustration you experienced, and Pamela Phillips, of our staff, was unable to reach to discuss your concernsMs [redacted] remains available at (***) ***- [redacted] (***) or [redacted] ***-***, Extension [redacted] if you have any additional questions We appreciate you allowing us to reply to you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: USAA can restrict access to anyone's account, but that is not the issue at hand - so lets cover the issue which is USAA Federal Savings Band Blocking Access to the online wed site that allows me to view statements, documentsUSAA has blocked access to my USAA Auto Insurance, USAA has blocked membership medical benefits, such as dental and vision benefits, my USAA Auto insurance is paid in full and in good standing, yet USAA has blocked the web site and will not allow me access, I wanted to enroll for medical benefits and take advantage of the USAA discount, I am unable to do this, Again USAA has me blocked from the web siteSo in short, USAA claims that I owe money on credit cards, which is true, I do owe USAA money on two credit cards, but USAA was also called and told last November that I was laid off from work and would not be able to pay the payments on those credit cards, so there shouldn't be a surprise to USAA My issue is unfair collection practices on behalf of USAA Federal Savings Bank, The bank has blocked all online access, denying access to my USAA auto insurance account, that is paid in full and USAA is also denying my right to take advantage of the Dental and Vision Medical Benefits offered to all USAA MembersI should be able to log onto USAA at any time and see and print any financial documents, make changes or print insurance documents, and take advantage of my membership discounts to enroll in Dental and Vision Medical Benefits, USAA should not be allowed to block my access to this information simply because I was laid off from work and cannot pay my credit card bill (Welcome to 80% of America USAA) Further USAA under Federal Law is required to give me at least day written notice of their intent to charge the accounts off, USAA did not provide any notice, USAA simply charged the accounts off - I Never even had a chance to dispute any charges on the accounts Regards, [redacted]

October 21, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted] : I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB), and we regret any frustration you experienced. 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.”In addition, during the Deposit@Mobile process, a message is displayed prior to the completion of the deposit to advise account holders of the length and amount of any deposit hold. Since the message displays before the account holder submits a check for deposit, the account holder can decide to cancel the deposit transaction and deposit the check by an alternative method and/or make budgeting decisions before completing the deposit. [redacted] ***, of our FSB staff, was unable to reach you to discuss this matter. A review of your account determined that the account history was a factor for the holds. As holds were assessed appropriately, we respectfully decline your request to deviate from our current hold policy. 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 never asked for the IRS laws regarding the 1099C I have repeatedly asked USAA for its policies, regulations, and procedures regarding the 1099-C, the block to the main login, and the charge off of the Dodge Charge reflecting on my credit report USAA continually plays games with words I am not playing with words Where is the requested information regarding the above mentioned from USAA's policies, regulations, laws, procedures, etc.? Send me the written proof of it It should be public knowledge I have the right to the requested informationThank you 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 Though I did not receive any reimbursement for the amount of over draft fees occurred from the account being negativeUSAA still refuses to give any explanation and or timeframe as to how and when this happened, and seem to be more upset with the fact that I have accused it of being an inside job.Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I would not be going to thr irs daily, calling usaa daily not filing a complaint with Revdex.com if me and my wife had obtain the money we are owedHowever, Usaa has stolen and lost the moneyCheck our bank account there no issue of direct depositIf I have to file a lawsuit I will do thatUsaa is fraud and has no integrity, honesty, murals of giving us are money backCan not show documents that it has been issued a direct deposit or where it has wentI will aee usaa in court Regards, [redacted] & [redacted]

December 7, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] I am responding to your submission regarding your USAA brokerage account We regret any frustration this situation has caused you Our records show that you were notified via email, which is your channel of choice, on August 18, 2017, and again on October 2, 2017, that your account was at risk of being closed due to a low balance As of November 29, 2017, your account remained below the $minimum required balance and shares were sold [redacted] , of our staff, informed you of the prior written communication that was sent advising you to take action to avoid account closure She advised you to transfer $to your account right away, if you wish to maintain the account If you have any additional questions, Ms [redacted] remains available to assist you Thank you for the opportunity to reply to you Sincerely, [redacted] USAA means United Services Automobile Association and its affiliatesAccounts are introduced and brokerage services provided by USAA Financial Advisors, Inc(FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPCClearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC

July 22, 2015 [redacted] Dear [redacted] : I am responding to your submission regarding the payment you scheduled to a closed USAA credit card account. We regret any frustration you experienced. On June 25, 2015, you advised us... about the misdirected payment, but tracking information was not provided from the sending bank. As [redacted] , of our staff, explained, upon further review it was determined that the $214.88 payment was applied to your USAA auto policy premium on June 15, 2015. The payment was reflected on your June 30, 2015, auto and property insurance statement. 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.

October 9, [redacted] Dear Mr [redacted] : I am responding to your submission regarding your credit card disputesThank you for speaking with [redacted] , of our staff, who confirmed we received the necessary documents to continue to dispute the charges with the merchant, and the provisional credits are currently on your accountShould you have any further questions, Mr [redacted] remains available to assist you and can be reached at [redacted] Thank you for allowing us to reply to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

January 27, [redacted] Complaint ID #: [redacted] Dear Ms [redacted] I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB) and your credit card with the USAA Savings Bank (USB) Unfortunately, [redacted] , of our staff, was unsuccessful in her attempts to contact you; however, our records indicate that by your own admission, you actively participated in fraudulent activity, and would remain liable for the checks deposited and utilized The funds from the Child Support deposit and the credit card deposit were used to reduce the negative balance from the checks that were returnedPer the USAA Depository Agreement and Disclosures which was provided to you upon account inception and is available on usaa.com, under Setoff and Security Interest, “You agree that FSB may, without prior notice of demand, apply or setoff the funds in your account (and accounts you own with others) at any time to pay any debt, whether direct or indirect, that you have with FSB, and/or any fees or service charges owed to FSB In addition to its rights under the law (called “setoff”), you grant FSB a security interest in each account to secure such debt, as it may arise.” The DAD also explains that, “FSB may use funds held in joint accounts to repay the debts on which any one of you is liable, whether jointly with another or individually FSB may charge any such debt against your account at any time, without regard to the origin of deposits to the account or beneficial ownership of the funds.” If you have additional questions, or wish to discuss further, 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 Other bank products are issued and serviced by USAA Federal Savings Bank

Complaint: [redacted] I am rejecting this response because: I cannot in good faith say this complaint has been resolvedThis is not the first time that they told me the problem was resolvedHowever, the charges are still on my card, and now to make matters worseMy credit score has dropped approximately points, because USAA billing department continue sending the charge to the credit bureau for none (delinquency ) paymentEven though I was instructed by the dispute department not to pay the charge and the investigation is concludedI have contacted USAA and let them know that the charge was still on my accountThey told me to give it a fewdays to allow the charges to be taken off However, the charge is still on my card to this day, and now my credit score is ruinNow my credit score is at it's lowest rating since I have established my creditPrior to this USAA fraudulent charge, my credit score was up to 820, now it's dropped to I cannot and will not accept that this is settled until that charge is off my account and USAA contact the credit bureau and correct the discrepancy on my reportThank you for your attention and assistance in this matter.Respectfully Regards, [redacted]

August 9, 2016 Mrs. [redacted] ***Complaint ID #: [redacted] Dear Mrs. ***: I am responding to your submission regarding the overdraft of your checking account with the USAA Federal Savings Bank (FSB). I regret any frustration or inconvenience you experienced, and we appreciate... the opportunity to look into your concerns. Our records show that on June 20 and June 24, 2016, GM Financial attempted to debit your checking account. Each time the transactions were returned due to nonsufficient funds (NSF), and your account was charged NSF fees for each returned transaction. The fees you incurred for these transactions were refunded to your checking account. Per the USAA Depository Agreement and Disclosures which was provided to you upon account inception and is available on usaa.com, under Setoff and Security Interest, “You agree that FSB may, without prior notice of demand, apply or setoff the funds in your account (and accounts you own with others) at any time to pay any debt, whether direct or indirect, that you have with FSB, and/or any fees or service charges owed to FSB. In addition to its rights under the law (called “setoff”), you grant FSB a security interest in each account to secure such debt, as it may arise.” The DAD also explains that, “FSB may use funds held in joint accounts to repay the debts on which any one of you is liable, whether jointly with another or individually. FSB may charge any such debt against your account at any time, without regard to the origin of deposits to the account or beneficial ownership of the funds.” [redacted] , of our staff, was unsuccessful in her attempts to contact you to discuss your account. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

June 17, [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your USAA Federal Savings Bank (FSB) checking accountI regret the inconvenience you experiencedFor your reference, the Funds Availability policy is outlined in the Depository Agreement and Disclosures (DAD), which is provided to all account holders and available on usaa.comIt indicates that the FSB can place a hold on funds deposited via Easy Deposit for up to seven business days from the date of depositIn some instances, funds may be available sooner based on factors such as credit worthiness, the length and extent of your relationship with the FSB, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevantThank you for speaking with [redacted] ***, of our FSB staff, who explained that per the DAD, all deposits are subject to our hold policyMs [redacted] released the hold on your deposit as a courtesy after confirming there were no non-sufficient funds or overdraft historyIt is important to note that the FSB adheres to the DAD and all regulatory requirements and acts in line with our core values of service, loyalty, honesty, and integrityShould you have any further questions, Ms [redacted] remains available and can be reached at [redacted] ***Thank you for allowing us to reply to youSincerely, [redacted]

November 11, [redacted] ***Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding USAA’s handling of vehicle repairs following the July 9, 2015, auto accident Our employees are expected to be informative and to the set proper expectations for claim handling I apologize for the frustration and inconvenience you experienced as our actions were not meant to deceive or mislead you Thank you for speaking with [redacted] , of our staff, about this matter I understand that Ms [redacted] reviewed the claim handling with you and confirmed that the other insurance carrier would be reimbursing you for your out-of-pocket expenses Should you have any additional questions, Ms [redacted] remains available to assist you We remain committed to our mission of serving our members, and I hope you’ll allow us the opportunity to restore your faith and confidence in USAA Sincerely, [redacted]

June 10, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your joint checking account and your spouse’s individual checking account with the USAA Federal Savings Bank (FSB) Between April 29, and May 2, 2016, funds transfers totaling $1,were issued to the joint account ending in Between May 2, and May 18, 2016, the funds, which included the $miscellaneous credit and the funds transfer of $and $in the account 2946, were depleted [redacted] , of our staff, sent a Member Message explaining credits totaling $1,were made available in account A conversation Ms [redacted] had with Mrs [redacted] confirmed the miscellaneous credit was noted but was assumed to be from another source Because the funds were depleted a transfer could not be processed to cover the negative balancePer the FSB’s Depository Agreement and Disclosures (DAD), which is provided at the time of account inception, “You agree that FSB may, without prior notice or demand, apply or setoff the funds in your account (and accounts you own with others) at any time to pay any debt, whether direct or indirect, that you have with FSB, and/or any fees or service charges owed to FSB.” On June 1, 2016, funds were transferred from account for just this purpose Please note that protecting the security of our members’ accounts is our top priority Ms [redacted] , of our staff, was unsuccessful in her attempts to reach you by telephone Due to privacy concerns, we are unable to discuss any information regarding Mrs***’s account with you, as it is an individual account and we do not have prior authorization from the account holderThe FSB acts in accordance with all applicable banking regulations as well as our core values of service, loyalty, honesty and integrity, and we strongly reject any allegations of wrongdoing Ms [redacted] can be reached at [redacted] should you need to discuss this matter further We appreciate the opportunity to look into this matter Sincerely, [redacted] ***

December 22, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding the deposit hold and your insurance paymentWe regret any frustration this matter has caused you as we strive to provide quality serviceAs you may know, the deposit amount you mentioned has been released and is available for you to complete your insurance paymentIt is important to note that the USAA Federal Savings Bank (FSB) acts and handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available for your review on usaa.comThe DAD states that the FSB can place a hold on funds deposited via remote deposit capture services, such as Deposit@Mobile®, for up to seven business days from the date of depositIn some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevantOur records indicate that Ms [redacted] , of our staff, attempted to reach you to discuss this matter, and she remains available to assist with any further questions about the deposit holdPlease note that future deposits may be subject to holds; however, deposit options that are not subject to holds are direct deposits and wire transactionsYour feedback is important to us as we look for ways to improve how we do businessThank you for allowing us to reply to youSincerely, [redacted]

March 1, ***Mr [redacted] ***Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your home equity line of credit with USAA I regret any frustration you experienced as we strive to provide quality service to our entire membershipThank you for speaking with [redacted] of our staff, who confirmed the refund was processed and credited to your account I hope that your conversation with Mr [redacted] reassured you that your satisfaction is important to us If you have additional questions, he remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted] ***