Robert W. Carpenter, Esq.

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

October 26, 2015Ms. [redacted] Complaint ID #: [redacted]Dear Ms. Percell: I am responding to your submission regarding the joint checking account with the USAA Federal Savings Bank (FSB).  Our records reflect that between June 25 and June 27, 2015, five checks totaling $4,484.00 were...

deposited into your joint checking account ending in 3071 via Deposit@Mobile®.  This required the use of Ms. [redacted] confidential log-in credentials, which had not been changed.  Holds were placed on $2,984.00 of the deposited amounts.  However, available funds totaling $1,489.00 were depleted through Automated Teller Machine (ATM) withdrawals using Ms. [redacted] debit card PIN, which also had not been changed.  According to FSB’s Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, "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."  As such, an investigation was initiated on June 27, 2015, and the account was placed in a restricted status.  The next day, Ms. [redacted] contacted the FSB and advised that her wallet had been stolen.  Ms. [redacted] was informed that the account was currently under review and that she may responsible for the account activity.  By July 1, 2015, all five deposits had returned.  [redacted], of our staff, was unsuccessful in speaking with you to explain that as a result of our investigation, you and Ms. [redacted], as joint account holders, remain responsible for the negative account balance.  Ms. [redacted] was previously advised of this decision in a letter dated July 8, 2015.  Should you have any further questions about this matter, Ms. Hoover remains available and can be reached at [redacted] or ([redacted], Extension [redacted]  Please note that the FSB acts in accordance with federal regulations and our core values, and we reject your allegations of impropriety.  Thank you for allowing us to research this matter and respond to you.  Sincerely,
[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]

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]

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]

June 30, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding the deposit made to your USAA Federal Savings Bank (FSB) checking account that was later returned.    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: Although I understand they (USAA) believe they have reasons for the outcome that they are describing, from a consumer perspective they made no attempt to make this situation right for me besides providing me those reasons.  At the time the complaint was filed their mobile site was worded improperly, but since then they have corrected it.  The situation makes me feel this company is more concerned with the bottom line than ensuring their customers are happy.
Regards,
[redacted]

March 3, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). Our records reflect that in February 2016, an Automated Clearing House (ACH) transaction from...

ATT was presented for payment twice but was returned both times due to nonsufficient funds (NSF). As a onetime courtesy, the FSB refunded the two NSF fees totaling $58.00 to your account. Albert Garcia, of our FSB staff, was unsuccessful in his attempts to reach you to discuss your concerns. Should you have any questions, Mr. Garcia remains available to assist you and can be reached at ([redacted] We appreciate you allowing us to reply to you. Sincerely,
[redacted]

May 13, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding an automobile loan with the USAA Federal Savings Bank (FSB), and I regret any frustration you have experienced as we make every effort to inform all...

applicants when they are listed on a loan with the FSB. Thank you for speaking with [redacted], of our FSB staff, about your concerns. As she stated, we thoroughly reviewed your situation and determined that you remain liable for the outstanding loan balance. Therefore, we respectfully decline your request to have your name removed from the loan or to update the reporting of the account with the consumer reporting agencies. If you have any further questions or concerns, Ms. [redacted] remains available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you. 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]

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]

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]

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.

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]

October 19, 2016   Staff Sergeant [redacted], USMC Complaint ID #: [redacted]   Dear Staff Sergeant [redacted]:   I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).  I apologize for the frustration you experienced as we strive to...

provide quality service to our entire membership, and feedback about your situation has been shared with the appropriate areas.   Thank you for speaking with [redacted], of our FSB staff, who confirmed the negative reporting has been removed and your membership reinstated.  Unfortunately, the checking account that was charged off cannot be reopened but you can open a new account.  If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [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. She was very helpful in finding a solution. Thank you for all of the helpful responses.
Regards,
[redacted]

December 14, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your USAA brokerage account.   On December 13, 2017, [redacted], of our staff, provided a copy of both the August 8 and October 2, 2017, notifications that were emailed to you.  Ms. Befanti advised you that you were given only one day to bring your balance up to the minimum required amount, as your account was scheduled to close on December 7, 2017.  If you have any additional questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to review your concerns again and respond 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.

October 23, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding your savings account with the USAA Federal Savings Bank (FSB).Our records confirm that you authorized your addition as a joint account holder to the checking account...

ending in 4899 on June 12, 2009.  The account subsequently charged off on December 31, 2014, for $52.17.  On September 17, 2015, your individual checking account ending in 6291 also charged off in the amount of $145.56.  As a result of the account mismanagement, your access was restricted.  On September 30, 2015, a deposit was received into your savings account and a portion of the funds were used to setoff the charged-off balances in accordance with the Depository Agreement and Disclosures (DAD).  The DAD states, “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.”[redacted], of our staff, was unsuccessful in his attempts to contact you to discuss your account.  Your savings account is in a normal status, and the funds are available to you.  If you have any questions, Mr. [redacted] remains available to assist you.Thank you for allowing us to reply to you.  Sincerely,[redacted]

November 23, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your deposit accounts. We strive to provide quality service to our entire membership, and I regret any misinformation or lack of follow-up you may have received. Thank...

you for speaking with [redacted], of our staff, who thoroughly reviewed your concerns and verified that the specified telephone call was unavailable for review. Should you have any further questions, please contact Ms. [redacted] directly at [redacted] or ###-###-####, Extension [redacted] We appreciate you allowing us to reply to you. Sincerely, [redacted]

January 31, 2018 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank (FSB).  We apologize for any frustration or inconvenience you experienced as a result of this...

matter. Our records show that your auto loan was established on September 28, 2017; the amount financed included $269.00 for Total Loss Protection (TLP) coverage.  The loan contract noted that TLP coverage could be canceled for a full refund within 60 days.  On November 6, 2017, the FSB applied a payment to the loan, leaving a balance of $269.00.  The next day, you sent an email requesting to cancel the TLP coverage; regrettably, the request was not processed at that time.  You sent a follow-up email on December 3, 2017, and a representative responded to you, stating that the 60-day cancellation window had expired.  On January 18, 2018, you spoke with a manager who confirmed that TLP coverage would be canceled based on the date of your original request.  A principal payment of $269.00 was subsequently applied to the loan, satisfying the balance in full.  A payoff letter dated January 29, 2018, was mailed to your address on file. A block was placed on your USAA Signature Visa® credit card based on the past-due status of the loan; the block was systematically removed after the $269.00 payment was applied.  The payment was backdated to November 7, 2017, to ensure the removal of any adverse reporting associated with the loan.  [redacted] and [redacted], both of our staff, were unsuccessful in reaching you to discuss your concerns.  If you have additional questions, Mr. [redacted] and Mr. [redacted] remain 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.