Robert W. Carpenter, Esq.

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]

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

Complaint: [redacted]
I am rejecting this response because:Dear [redacted]We are respectfully disagreeing with your assessment of the situation.  As longstanding clients we find these responses to lack fact and truthfulness.1.        The “unauthorized” debit to [redacted] on November 16th 2015 was most certainly handled differently.  I have used my USAA debit card(s) numerous times at numerous American vendors such as sandwich shops, gas stations, restaurants and grocery stores.  And every single time, prior to this event, if the funds were “not” in the account at the time of the transaction then the transaction was denied.   You state; “There was no initial authorization or pending status prior to the funds being debited.”  USAA’s own records show that the transaction had an “AUTH DATE OF Nov 14,2015”.  This amount was then “POSTED” 2 days later on Nov 16, 2015. USAA’s own banking records show your statement to be incorrect.  Your company authorized an unauthorized transaction and your own documents show that there were not enough funds to cover this transaction. So despite your allegation to the contrary your own USAA records prove otherwise.  AccountUSAA SECURE CHECKING [redacted]Original Description[redacted] ACCRA GHATrans. TypeDEBIT CARD PURCHASECard Number[redacted]Posted DateNov 16, 2015Amount($2,798.15)Auth. DateNov 14, 2015Card Holder[redacted] Additionally numerous personnel at USAA debit card division and debt resolution and executive resolution staff have voiced the same answer, “USAA DEBIT CARDS SHOULD NOT AUTHORIZE A PAYMENT IF THE MONEY IS NOT IN THE ACCOUNT.”     2.     USAA was directed to shut down the account on the 19th when the funds were credited back to our account. Any NSF generated after that date were MOST certainly caused by USAA’s “UNAUTHORIZED” debit card transaction.  USAA is creating the NSF themselves, not outside creditors, therefore since these are USAA’s generated NSFs and since USAA caused the problem then USAA should clear the problem.  3.    Several attempts to contact Ms [redacted] have been unsuccessful.  I get home at 7pm ET from my job.  When I arrive home I find Ms [redacted] has left me phone messages, during the day, on my home answering machine. When I call her back she is not there.  Supposedly she is gone for the business day and no one else can assist me.  I find that unusual since the Executive Resolution staff office is open till 8pm CT.4.     I can understand why you don’t want to pay us for the loan we acquired.  We meant to say we were requesting no interest fees be charged to that short unnecessary loan.  The fact that we had to request a loan to cover USAA’s error shows how absurd this entire process has been.  USAA authorized an “UNAUTHORIZED” debit card payment.  USAA waited 3 business days from date of notification to put our money back.  Thereby in essence forcing us to borrow from USAA to prevent more NSFs.  We then accrue a small interest fee from USAA for the loan.  That is what we wanted to prevent.         5.    You state; “Once the FSB was notified of the fraudulent activity, a provisional credit and refunds for applicable fees were provided.”  Once again looking at your own USAA records your company was notified the same day it occurred November 16th and yet waited 3 business days to credit our account.  So your statement that we were credited once the FSB was notified is not entirely truthful.Also if USAA management staff had this information shared with them, then please explain why management staff have not called us to explain how the “UNAUTHORIZED DEBIT” occurred?  And, why hasn’t a member of management called to explain “How USAA’s system allowed a foreign company to receive funds that were not in the account; yet American companies were always denied?”  Your own staff has acknowledged during several phone calls that the “USAA debit computer should not have authorized the transaction if the funds were not there.”   Plain and simple!  For instance this very evening we again spoke with USAA debit resolution staff personnel and again we were told that the system will not “authorize” if the funds are not there.”  We were again told; “The program is designed to prevent this from happening.”6.      Finally, the idea of a letter to our creditors was suggested to us by USAA banking staff as a way to assist us in trying to prevent NSFs from our other creditors.  We were told on November 17th USAA would place a letter in our USAA online documents folder so we could send the letter to our creditors.  We accepted the offer but as you can tell USAA does not “honor” its own commitments. 
Regards,
[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]

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]

[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]

February 20, 2017
Staff Sergeant [redacted], USA (Ret.)
Complaint ID #: [redacted]
Dear Staff Sergeant [redacted]:
I am responding to your submission regarding your deposit account. I apologize for the inconvenience this situation caused you.
The Depository Agreement and Disclosures (DAD)...

is provided to all account holders at the inception of their accounts and is available on usaa.com. According to the DAD, “If FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may ‘freeze’ (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities.”
On January 18, 2017, suspicious activity occurred, and restrictions were placed on your account to prevent any further potential loss to you and to USAA. Subsequently, two VA Treasury deposits posted to your account on January 31, 2017. As requested, the funds were sent to you via an official check.
Thank you for speaking with Linda Garza, of our staff, who advised you that upon further investigation, we confirmed you are not liable for the unauthorized activity that occurred, and we removed the restrictions from your account.
If you have additional questions on this matter, Ms. Garza remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 7, 2017   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 $500.00 minimum required balance and 550 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 $375.34 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 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.

January 11, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your 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]

June 5, 2015 [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your auto loan payment. I understand you spoke with [redacted], of our staff, who explained that your credit report will not receive any derogatory...

reporting for the payment in question.  He also confirmed that your loan is current, and you are scheduled to receive monthly statements by mail.  Should you have any further concerns, Mr. [redacted] remains available, and he can be reached at [redacted] Thank you for allowing us to reply to you.   Sincerely, 
[redacted]

July 20, 2015 [redacted] Dear [redacted]: I am responding to your submission regarding your restriction to usaa.com and your accounts with the USAA Federal Savings Bank (FSB).  Our records indicate that we responded to your...

separate submission to the Revdex.com under complaint ID #[redacted] about your automobile insurance policy.   In keeping with the company’s core values and our commitment to the membership as a whole, we have adopted a policy which prohibits USAA and our affiliates from doing business, to the extent allowed by law, with members who have misrepresented facts to USAA.  Accordingly, your access to usaa.com has been restricted.  In line with the Depository Agreement and Disclosures (DAD) and the Credit Card Agreement, which states that we may close your account at anytime without advance notice, we mailed notices to your address on file advising that we exercised our right to discontinue doing business with you.  The notices stated we were closing your accounts with the FSB on July 24, 2015, and we elected to close your credit cards immediately.   Our representatives are available to process any transactions, such as processing payments for your loan or assist in servicing your existing accounts.  In addition, we offer a limited view of your accounts on mobile.usaa.com, which can supplement the account information you can get by mail or telephone.  [redacted], we adhere to the DAD, the Credit Card Agreement and with all regulations, and we deny your allegations of impropriety.  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.  Other bank products are issued and serviced by USAA Federal Savings Bank.

Complaint: [redacted]
I am rejecting this response because: Two out of the three complaints have been resolved but my credit report is still showing that I was delinquent on my car payment, as well as me receiving a letter from USAA stating that same thing. So they need to resolve this because it was their fault all of these things happen.
Regards,
[redacted]

August 14, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your recent mortgage application experience with the USAA Federal Savings Bank (FSB).   Thank you for speaking with [redacted] of...

our staff, who discussed your concerns.  We apologize for any frustration you experienced, and I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  We regret that we were unable to approve your mortgage loan with the FSB; however, we are pleased to learn that you have closed on your property without the loss of any funds.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

December 14, 2016   Ms[redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding insufficient funds (NSF) fees charged on your USAA Federal Savings Bank deposit account.    Thank you for speaking with [redacted], of...

our staff, who explained that due to a hold on your mobile deposit, funds were not available when an attempt to debit the account was made, and an NSF fee was assessed.  When the merchant attempted to debit the account again, it was again declined for NSF.  As Ms [redacted] advised, previous account activity attributed to your deposit hold.  I understand that you acknowledged that as a courtesy, NSF refunds were honored on your account recently, and no additional NSF fees will be refunded. If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

December 4, 2015 [redacted]  Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding your 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.

July 18, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank.  I apologize for any inconvenience you may have experienced.  [redacted], of our staff,...

was unsuccessful in her attempts to reach you by telephone and online message to discuss your concerns.  Nonetheless, Ms. [redacted] identified that your charged off deposit accounts were covered under your bankruptcy.  Therefore, a right to offset (RTO) was inadvertently completed for $25.00 from your checking account ending in 5079.  Ms. [redacted] confirmed the RTO has since been reversed.  Should you have any questions, Ms. [redacted] remains available to assist you. Mr. Leopoldo, we appreciate you allowing us to review the matter and to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: No Advanced Notifications were ever given  via PHONE CALL/ LETTER/EMAIL COURTESY to informing us gay there was even a PROBLEM OF THIS SCALE IN THE AMOUNT OF $900.00. Unexceptable Very UNPROFESSIONAL and sneaky of the bank to feel that NOT TO INFORM EITHER ACCOUNT HOLDER OF THE BANKS MISTAKE. So WE DO NOT EXCEPT THIS.
Regards,
[redacted]

May 17, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank.   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]

June 29, 2015 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your valuable personal property (VPP) claim.   I regret the incorrect claim was referenced in our first response.  When we responded to your complaint on June 19, 2015, it was in-fact your VPP claim that was reviewed.  Please be advised that you will no longer be contacted regarding the claim. We appreciate the opportunity to address your concerns again and we consider this matter closed. Sincerely, [redacted]