Robert W. Carpenter, Esq.

August 27, 2015 Mr. [redacted]. * [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit account 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]

Ms. [redacted] Complaint ID #[redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the draft for the funds in your parents’ deposit account with the USAA Federal Savings Bank (FSB). We regret any frustration this matter caused you.
Thank you for speaking with...

[redacted] of our FSB staff, who was able to accommodate your request. I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us. The check for the closure of the account was issued on August 14, 2017, and sent via expedited delivery. If you have additional questions, 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.
Though I did not receive any reimbursement for the amount of over draft fees occurred from the account being negative. USAA still refuses to give any explanation and or timeframe as to how and when this happened, and seem to be more upset with the fact that I have accused it of being an inside job.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: You are giving me the same response with no justification.  At first you said we will pay you then you say its a federal law that prohibits us from paying you now the response is about treating your members consistently.  By financing a mortgage through usaa I was not provided the level of service that I paid for.  In usaa's last communication with me they stated that they want to treat their members fairly.  Do you tell all of your customers that you will compensate them for something and then decide to not pay them?  Do you tell them it is a federal law that you can't reimburse them when you can't provide that law?  If you do not treat your other customers this way then I should be compensated for what usaa said I would be compensated for.  I need one of the two following things.  Compensation or the federal law that prevents you from paying me.  
Regards,
[redacted]

Mr. [redacted]. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the credit card and deposit accounts you hold with the USAA Federal Savings Bank (FSB). We regret the frustration and inconvenience this mater may have caused you. Our records reflect...

that on September 21, 2015, you made a credit card payment, which was funded by your USAA deposit account. As a result of a system error, on September 30, 2015, the transaction was duplicated. On October 1, 2015, you contacted the FSB regarding the missing funds from your deposit account. During the call, you were advised of the system error, and on the same day, a notice was sent to you explaining the transaction would be corrected. However, while the funds for the duplicate payment were returned to your deposit account, the duplicate credit was not removed from your credit card. While reconciling your credit card account, it was identified that the duplicate credit was not corrected; therefore, on April 14, 2016, it was removed. In addition, as you requested, copies of your credit card statements were mailed to you on May 20, 2016. [redacted], of our FSB staff, was unable to reach you by phone to discuss the details of his findings. Nonetheless, if you have additional questions, he 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.

September 8, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the processing of your checks through the USAA Money Manager. I regret any frustration you have experienced. Thank you for speaking with [redacted], of our staff, who...

explained, in May 2015, a temporary outage was identified with the Money Manager system. The outage has since been corrected and the system is working as designed. In order to apply for reimbursement, please provide Ms. [redacted] a copy of the receipts reflecting the costs you incurred as a result of the outage. Once the receipts are received and evaluated, Ms. [redacted] will follow up with you. With regard to your deposit hold, the USAA Federal Savings Bank (FSB) handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to account holders when they establish a deposit account and is available for review on usaa.com. According to the DAD, the FSB can place a hold on funds deposited via Remote Deposit Capture, such as Deposit@Mobile, 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 the FSB, and such other factors as USAA, in its sole discretion, deems relevant. Mr. [redacted], we appreciate the opportunity to reply to you. Should you have any questions, Ms. [redacted] can be reached at [redacted] 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.
  Good afternoon this message is for Mrs. [redacted]. I was writing to let you know I was able to find out what happened to the...

$200 that went missing from my bank. It took awhile to figure it out because I wasn't given the proper information from the beginning but I was able to speak to the right person at USAA. And I got my answer to where the funds went.
Regards,
[redacted]

June 2, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your checking account. I regret the inconvenience this situation may have caused you.
Thank you for speaking with [redacted], of our staff, who explained...

the pending debit card authorizations and confirmed that the non-sufficient funds fees were assessed in accordance with the Depository Agreement Disclosures. 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:  the issue I am currently having with USAA Federal Savings Bank is that I requested, in a telephone conversation, to have my checking account closed immediatley. I spoke with a [redacted], a Senior Represenative, and she refused to close my account due to a negative balance of $11.87. I agreed to pay the negative balance, by requesting a bill payment be sent to my physical address, which USAA currently has in their system.My concern is that, if my checking account is to remain open,  I remain susceptible to more unexpected fee's against my account. Furthermore, in order to bring my balance current to $0.00, I do not agree for USAA to close the account once a deposit is made. My desired outcome would be that my checking account be closed immediately, and I ask that the Better Business Bearu mediate in me refunding the remaining balance of $11. 87 to USAA, once my account is closed. I believe this will allow me to aviod any hidden, and unexpected fee's from USAA. I no longer want to do any business with USAA.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:USAA has not provided the service and has taken actions against me that do not comply with laws and regulations of the United States  They have failed to provide customer service and the service I have paid them dearly for not performing.   In addition Revdex.com read their response here! It is subtle in what it is telling you that they did not remedy the serious misconduct and failure to provide service and conduct.  As a result I expect the Revdex.com to maker this against USAA as a valid complaint. 
Regards,
[redacted]

February 25, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your 2008 claim. [redacted] of our staff, was unsuccessful in speaking with you about your concerns. Please contact Ms. [redacted] at [redacted]...

[redacted] so that she may assist you directly. Thank you for allowing us to review this matter and to reply to you. Sincerely, [redacted]

[redacted]
[redacted]
[redacted]
[redacted] I am responding to your submission regarding your request to remove your daughter’s personal information from our records. Our systems are designed to retain this information, both for business and anti-fraud purposes....

As a result, we will retain the USAA number assigned to your daughter and restrict all future marketing. Please be assured that we will continue to protect any remaining personal information in our records as described in the USAA Privacy Promise by using secure measures in compliance with federal law. 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]

Complaint: [redacted]
I am rejecting this response because:Then why can you not offer an alternative to depositing? Why can you not start up a system like you had with UPS to deposit cash or checks? Your lack of ability to prove alternatives that were previously available and now are not is the heart of the issue.
Regards,
[redacted]

July 7, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB).
 
Our research located a copy of the checking account statement for your account...

ending in 5383 dated September 23, 2008, which revealed the charged off balance of $181.93.  As Michael Rico, of our staff, explained, the FSB’s actions are in accordance with the FSB Depository Agreement and Disclosures (DAD), a copy of which was provided when you opened the accounts.  The DAD states, “FSB may deduct fees, overdrafts, and other amounts you owe to FSB from your accounts with FSB….  FSB may make such deductions at any time and without prior notice to your or request from you….  You agree to pay immediately all amounts you owe FSB.  FSB may use deposits you or others make to your account…to pay fees, overdrafts, and other amounts you owe FSB.” The DAD further states, “The current version of this Agreement supersedes all prior versions and contains the terms governing your account.”
 
Should you have any 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 basically have had no intention to correct the mistake from the time I informed them.  I will search for a better company and move my business away from USAA in the future.
Regards,
[redacted]

Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the checking account you established with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted], of our staff, about your account and our decision to close it. During your conversation, Ms. [redacted] explained to you that your attorney’s office was going to recall the wire sent to the FSB. Once the wire is recalled, the funds will be returned to the originating bank. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 7, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank and your credit card with the USAA Saving Bank.   Unfortunately, [redacted],...

of our staff, was unsuccessful in her attempts to contact you by telephone.  No new information has been presented that would warrant a change in our position. While we recognize that you disagree, we feel confident that the correct decision has been made.  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: the first check deposited was reported as suspicious, by ME. The check still funded and no fraud or illegal transfer occurred. Federal Saving Bank and it's acting manager verified the funds transferred and were found to be within regulations by the Fraud Investigation Team during the hold period for the investigation. The second transaction, being suspected by USAA, was placed on hold. The transgretion occurred when the investigation was completed, without negative impact or owed funds to USAA, yet my PAYROLL CHECK was withheld. The complaint and applicable intentional misrepresentation by USAA is tantamount to SLANDER and should best be checked by their LEGAL team.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Michael did try to reach me, but due to the complex nature of USAA's call system it is next to impossible to get back to him even with a specific extension.Also, I am hearing different things from different people regarding the funds withheld policy. The response from USAA stated up to 5 business days. but I was told 10 business days by the senior banker, now 5 days. Also, in pratice my funds were held for 10 business days, not 5.I don't think they even know what their funds held policy is.
Regards,
[redacted]