Robert W. Carpenter, Esq.

August 17, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr.[redacted]:   I am responding to your submission regarding your deposit account with the [redacted] Federal Savings Bank and I regret any frustration this matter may have caused you.   Thank you for speaking with...

[redacted] and [redacted], of our staff, who discussed your concerns.  As we explained, no new information has been presented to us that would warrant a change in our position to hold you liable for the negative balance on your account.  Should you have additional questions or concerns, Ms. [redacted] and Mr. [redacted] remain available to assist you at ([redacted]) [redacted] ([redacted]) or ([redacted]) [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   Monika Mireles

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]

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]

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 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]

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]

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]

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]

May 22, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your deposit account. We initially replied to your concerns on May 12, 2015. In addition, we answered your inquiries to the CFPB and OCC on May 20, 2015. USAA is committed to safeguarding members’ accounts. However, the activity that occurred with your USAA Savings account was not fraudulent. I understand you spoke with [redacted], of our USAA Federal Savings Bank (FSB) staff, who thoroughly researched your account. She verified the events that transpired and confirmed that we handled this matter in accordance with applicable laws and regulations and with the FSB’s Depository Agreement and Disclosures. It is important to know that the FSB does not engage in unethical behavior and that we strongly disagree with your allegations of wrongdoing. We regret that you chose to close your savings account and respectfully decline to refund any more fees, as they were assessed appropriately. Thank you for also speaking with [redacted], of the Advocacy Resolution Team, about your comments related to renters insurance. As she explained, she did not find evidence that you received a quote or established a renters insurance policy, and she validated that you were not billed premium for such a policy. We appreciate the opportunity to provide you with clarification; however, we consider these matters closed. 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.

August 25, 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 (FSB) and I regret any frustration this matter may have caused.   Unfortunately, [redacted]...

[redacted], of our staff, was unsuccessful in her multiple attempts to contact you to discuss your concerns.  Nonetheless, Ms. [redacted] conducted a thorough review of your account to address your inquiry. You wrote a check in the amount of $50.00 from your USAA FSB deposit account. On August 3, 2017, this check was presented for payment and returned due to nonsufficient funds (NSF).  Later that evening, a $50.00 mobile deposit was made to your deposit account.  On August 4, 2017, we assessed a $29.00 NSF fee, as the deposited funds were not available at the time the check was presented.  In accordance with the Depository Agreement and Disclosures and the accompanying Service Fee Schedule, which are provided to account holders, the NSF fee is charged the business day following the transaction presented.    Ms[redacted], we confirmed that the NSF fee we assessed was waived as a courtesy; however, it was assessed properly.  Furthermore, we are unable to honor your requests for monetary compensation and to refund any external fees you may have encountered.  Please know that coaching was provided to those involved in your August 4, 2017 and August 5, 2017, phone calls as we identified we could have done a better job explaining why the NSF fee was assessed.  If you have any additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply.    Sincerely,   [redacted]

February 7, 2017 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your joint deposit account with the USAA Federal Savings Bank.  We take all matters of fraud very seriously, and our decisions are not made without thorough...

consideration.   I understand you spoke with [redacted], of our staff, who discussed the outcome of the fraud investigation.  Following a review of the account activity, we determined you and the joint account holder would remain responsible for the negative balance of the checking account as the joint account holder engaged in the scam activity.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

Complaint: 10607714
I am rejecting this response because:
Regards,
Albert Fisher
I am the service member and for them to tell me that any transactions she did is none of my business. Then to tell my JAG lawyer that the subpoena he served them with was no good in Texas.They called me 3 times while I was on duty and when I tried calling them back they would not answer the phone. On the account it has my name then it says or her name.

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]

January 23, 2017   Captain [redacted] ANG Complaint ID #: [redacted]   Dear Captain [redacted]:   I am responding to your submission regarding your deposit account.   Thank you for speaking with members of our staff regarding deposit alternatives and our Deposit@Mobile® transaction...

limits.  According to the Remote Deposit Capture User Agreement, “We reserve the right to impose limits on the amount(s) and/or number of deposits that you transmit using the Services and to modify such limits from time to time.”   We regret any inconvenience this matter may have caused you.  The check you sent via FedEx posted to your checking account on January 10, 2017.  I understand you subsequently spoke with [redacted], of our staff, who accepted your FedEx receipt and issued a refund for the expedited delivery fee as a onetime courtesy.  Should you have any further questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

October 13, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your checking account and service experience with the USAA Federal Savings Bank (FSB).   Thank you for speaking with [redacted], of our FSB staff,...

who assisted you in setting up your account’s overdraft protection and who refunded the $29.00 nonsufficient funds fee as a courtesy.  Ms. [redacted] was able to confirm that in June 2015, your account’s overdraft protection was changed on usaa.com using your confidential log-in credentials.   Feedback about your situation has been shared appropriately, and we have verified that the “warning” you received during the telephone call was a request to keep the conversation professional.   Should you have any questions, Ms. [redacted] remains available to assist you and can be reached at [redacted] or [redacted], Extension 20710.  Thank you for allowing us 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.

Complaint: [redacted]
I am rejecting this response because:No one has tried contacting me. 
Regards,
[redacted]

August 16, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your checking account with the USAA Federal Savings Bank (FSB).   Thank you for speaking with [redacted], of our staff, who explained the reason for the hold on your funds.  Our records indicate that the hold has been released and the nonsufficient funds fee was waived as a courtesy. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

August 26, 2015 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding your bank accounts with the USAA Federal Savings Bank. We replied to the Office of the Comptroller of the Currency on August 5, 2015, regarding your complaint.  No new information has been presented that would warrant a change in our position.    We appreciate the opportunity to respond to you again.    Sincerely, [redacted]