Robert W. Carpenter, Esq.

Complaint: [redacted]
I am rejecting this response because: the issue is when the accounts were changed over the monthly payments were not changed over, so for months she credit card and the bank abused the overdraft protection to gain financial gains. I cancelled all payments upon finding mount for months the wrong account was not sufficiently paying and the balance accrued was the result of USAA not doing what they told me. They are taking advantage that I am not local and have to correspond by phone and email, which now they are stating they have no record of all the conversations. This also is another reason why the initial person (Urma), is not involved nymore. I initially offered to restart paying my credit card from the balance and date in which they assured me the account was going to be setup. Now for my stress and personal loss of credit status and frustration, I think USAA shoul handle the remaining balance and help me close all my accounts and we will terminate our relationship. I have reported to other members and those who would have done business with them. Over twenty years of my membership and responsibly paying all my bills and enhancing USAA value this is a horrible way to treat me and my family. 
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. 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.

February 26, 2018
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your second submission regarding your loans.
Our records indicate that a payment of $153.82 posted to the loan ending in 9311 on February 20, 2018. Copies of both loans’ payment history were posted on usaa.com for your viewing. We show no records of missing or misapplied payments. Since a payment had not posted to the loan ending in 7905 within the last 60 days, the account was charged off on February 22, 2018, for $1, 969.13 in accordance with the Bankruptcy 60/60 Rule. David [redacted], of our staff, was unable to reach you to discuss the aforementioned; however, he remains available to assist you.
We appreciate you allowing us another opportunity 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.
Thank you Revdex.com,     With your help, the business I had a complaint against (USAA Federal Savings) and I have reached...

an agreement. Very happy satisfied, [redacted] Complaint ID: [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]

May 14, 2015 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). We strive to provide excellent service to our members, and we regret any frustration you experienced. Thank you for...

speaking with [redacted], of our staff, about your concerns. I understand that Ms. [redacted] explained the FSB’s policy on holds and our right to collect on a prior debt. As she explained, you may provide a copy of your divorce decree for review to determine whether or not the $237.07 will be returned to you. Should you have any further questions, Ms. [redacted] remains available, and she can be reached at [redacted]
We appreciate the opportunity to reply to you. Sincerely, [redacted]

February 9, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. Amador:
I am responding to your submission regarding your December 12, 2016, theft claim.
Our records indicate that the settlement payment was credited to your USAA checking account on February 3, 2017, per your...

request. Brenda Cantu, of our staff, remains available to assist you should there be additional questions regarding this matter. She can be reached at ([redacted]) [redacted]-USAA ([redacted]2) or ([redacted]) [redacted]2, Extension [redacted].
Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we decline any allegations of wrongdoing.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 27, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your debit card dispute.   Thank you for speaking with [redacted] of our staff, who confirmed that the USAA Federal Savings Bank (FSB) disputed the...

transaction in question. However, the transaction was deemed valid since the FSB cannot override the merchant’s cancellation or refund policies.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Ms. [redacted] remains available to assist you.   Ms. [redacted], we appreciate you allowing us to reply to you.    Sincerely,   [redacted]

September 8, 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.
Thank you for speaking with [redacted], of our staff, who explained the account activity that led to the...

overdrawn balance. If you have any other questions, Mr. [redacted] remains available to assist you.
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.

August 16, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your checking account applications, and I regret the frustration this situation caused you.
Thank you for speaking with [redacted], of our staff, who...

addressed your concerns and confirmed the reporting of your previous accounts have been updated. As discussed, you can reapply for a new account; however, we cannot guarantee approval. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 8, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your USAA Savings Bank credit card account.  I regret any frustration or inconvenience you experienced as a result of this matter.  ...

  Thank you for speaking with [redacted], of our staff, who explained the reason for the October 20, 2016, payment reversal. As he advised, your husband would have to request to process the payment again so that USAA could reverse the charge-off reporting on your credit report.  Mr. [redacted] could not honor your request to reinstate your credit card since it was closed appropriately on July 22, 2016.  If you have any other questions, Mr. [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.

February 16, 2018
Mrs. [redacted]  Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your second submission regarding your auto loan with the USAA Federal Savings Bank.
We responded to your complaint on February 12, 2018, and we understand you have since spoken with [redacted], of our staff, about this matter. While we recognize that you disagree, no new information has been presented that would warrant a change in our position.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution to address the complaint through the CFPB(Consumer Financial Protection Bureau) Portal is acceptable.  
Regards,
[redacted]

July 20, 2015 [redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank. I apologize for the frustration and inconvenience you experienced when you were not able to access...

your funds.  [redacted], of our staff, reviewed the deposit activity, removed the restriction to your accounts and restored your access to your funds.  Should you have any questions, Ms. [redacted] remains available and can be reached at [redacted]           Thank you for allowing us to reply to you.   Sincerely, [redacted]

March 6, 2018
Sergeant [redacted], USA (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]
I am responding to your submission regarding your vehicle repossession experience and your deposit account with the USAA Federal Savings Bank (FSB).
On September 18, 2017, we responded to your...

previous submission regarding the repossession. As we found no evidence of wrongdoing, we must decline your request for compensation.
On February 19, 2018, we sent you a letter indicating that the FSB is exercising its right to no longer do banking business with you per our Depository Agreement and that the account ending in [redacted] would be closed on March 21, 2018. Unfortunately, [redacted], of our staff, was unable to contact you by phone to address your deposit account concerns. If you have additional questions on this matter, Ms. [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.
Regards,
[redacted]

January 24, 2018
Major [redacted], USAF
Complaint ID #: [redacted]
Dear Major [redacted]:
I am responding to your submission regarding the use of your debit card.
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns. After a thorough...

review of your account, we were unable to validate any declined transactions or unauthorized activity alerts for the past 30 days. Nonetheless, as CyberCode Text is not provided for international numbers, please consider enrolling for the CyberCode Token. If you have additional questions or wish to discuss this matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

September 24, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your second submission regarding the Flexible Retirement Annuity (FRANN) policy with the USAA Life Insurance Company (USAA Life). We responded to your complaint on September 14, 2015. While we recognize that you disagree, we feel confident that the correct decision has been made. No new information has been presented that would warrant a change in our position. In addition, our records reflect that you responded to messages and spoke with [redacted], of our staff, who provided you with options for withdrawals from the FRANN policy or transferring it to an external company, and that you decided to transfer it. USAA Life conducts business in keeping with USAA’s core values of service, loyalty, honesty, and integrity. We appreciate the opportunity to review your concerns again. Sincerely, [redacted]