Robert W. Carpenter, Esq.

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]

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]

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]

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]

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]

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]

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]

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]

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]

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]

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]

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]

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]

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]

February 17, 2017
Mr. [redacted] L. [redacted]
Complaint ID #: 11971228
Dear Mr. [redacted]:
I am responding to your submission regarding your auto loan refinance application, and I apologize for the inconvenience this situation caused you.
Thank you for speaking with [redacted], of...

our staff, who discussed your concerns, advised that your feedback will be shared with the appropriate areas, and agreed to assist you if you should decide to pursue a loan for a new vehicle.
If you have additional questions, please don’t hesitate to contact Ms. [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

January 8, 2016 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your access to usaa.com. We regret any conflicting information you may have received, and we hope you find the following information responsive to your concerns. To the extent...

allowed by law, our business policy prohibits USAA and its affiliates from doing business with a member who has caused USAA to suffer a financial loss. When basic principles are compromised, we believe it is in the best interest of the association to limit access to usaa.com. [redacted], of our staff, thoroughly reviewed your account and confirmed that it has been seven years from your 2008 bankruptcy filing. As such, your access to usaa.com has been restored. We were unable to substantiate your comments about an insurance representative; however, you may contact USAA [redacted] if you wish to inquire about a specific product or service or if you need assistance with your usaa.com access. Should you have any questions, Mr. [redacted] remains available to assist you and can be reached at the telephone number listed above, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

June 15, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank. We apologize for any inconvenience you experienced when a hold was placed on your May 29,...

2015, funds transfer. We discovered a system issue that was placing a hold on scheduled or post dated funds transfers and have since corrected this matter. [redacted], of our staff, confirmed that the hold was released on June 3, 2015. If you have any additional questions, Ms. [redacted] remains available and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

October 26, 2015 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). As stated in the Depository Agreement and Disclosures (DAD), “When you do not have enough funds in your...

account for FSB to process a collection item drawn on your account, FSB may charge you an overdraft or nonsufficient funds (NSF) fee.” Our records confirm that on October 13, 2015, seven automated clearing house (ACH) items and two checks attempted to post to your account. Since there were not enough funds in the account, the items were returned for nonsufficient funds (NSF), and your account was assessed nine NSF fees the following business day. On October 14, 2015, you completed a funds transfer and two direct deposits also posted to the checking account; however, the items had been returned the previous day. I understand [redacted], of our staff, was unsuccessful in her attempts to contact you to discuss your account activity. She confirmed that your account was properly charged for the returned items in accordance with the DAD and that three of the fees were refunded to you as a courtesy. We respectfully decline your request to refund the additional NSF fees and reject your allegations of wrongdoing. Should you have any additional questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]