Robert W. Carpenter, Esq.

Complaint: [redacted]I am rejecting this response because:The response I've received from the business in incorrect, incomplete and biased. Contrary to what USAA's representative would indicate, I was, in fact, not made aware that the 1.99% rate would be exclusively available to patrons who utilized the car buying service. I clearly stated at the onset of the call that I was only interested in proceeding with the loan application if it was within the realm of possibility for USAA to match the competitor's rate. It was not until after the application had been executed that I was informed by the phone agent that a 1.99% rate would only be possible if I used a CBS dealership. Additionally, the business has failed to reply to the subsequent issue. That is, after having been made aware that the rate was available exclusively to CBS patrons, I pursued that option. I placed a deposit with a CBS dealership. That dealership subsequently failed to deliver the vehicle. Unfortunately, while I was awaiting delivery of the vehicle from USAA's CBS partner, the competitor's rate expired and I was no longer able to take advantage of the competitor's lower rate. In essence, I missed that opportunity because I pursued doing business with one of USAA's CBS partners. It is my understanding that the particular dealership that USAA directed me to has subsequently become ineligible for the CBS program. The dealership's ineligibility is evidence that things were not as they should have been with USAA's partner dealership. It is unfortunate that USAA, while clearly acknowledging this dealership's faults, has not made any consolation for having directed me to them. USAA has not even responded to this portion of my complaint.The number I have on record with USAA does indeed have a voicemail option and my voicemail was fully operational on the day USAA claims to have attempted to reach me. Furthermore, if my business were the one in question, I would continue to make attempts to reach dissatisfied patrons; I would not give up after a single alleged attempt. Shame on you for inferior customer service.It should come as no surprise that USAA's representative found no "evidence of a bank error." Why would a biased representative be so inclined? It does, however, speak volumes about USAA's integrity that they would be so unwilling to address my complaint in full and offer a compromise as a good faith effort after having so miserably failed every step of the way through this process. The failure on USAA's part to ensure excellence in both customer service and their Car Buying Service resulted in a loyal customer (me) missing out on a lower rate from a competitor. Lesson learned: USAA cannot be trusted to adhere to a high standard of integrity. 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]

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]

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]

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:  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 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]. [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.

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]

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: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]

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]

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]

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]

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]

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]

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]

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]

[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]