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]

Mr. [redacted]
Complaint ID #[redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your request for a VA mortgage loan with the USAA Federal Savings Bank.
Thank you for speaking with [redacted], of our staff, about the reasons why your mortgage loan could...

not close on the date you initially requested. We regret the frustration you experienced, and I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us. We were pleased to learn that you have closed on your loan. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

April 11, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your closed Home Equity loan.
Thank you for speaking with [redacted], of our staff, who explained the request for payment was sent in error. 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: I called earlier and no response was given to me just recieved a call from usaa and they are going to follow up with me tommorow morning. Still no resolutiom communicated to me.
Regards,
[redacted]

July 31, 2017
Ms[redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your deposit account with [redacted]A Federal Savings Bank and credit card with the [redacted]A Savings Bank. I regret that we did not meet your service expectations as we make every...

effort to ensure our members’ accounts are serviced and maintained efficiently and accurately.
[redacted], of our credit card staff, reviewed your credit card account and confirmed that overdraft protection (ODP) was linked to your credit card allowing cash advances to be credited to your checking account in the event of an overdraft. Our records indicate that you elected this feature in February 2016. As such, when the counterfeit checks were presented for payment on July 11, 2017, the system withdrew $400.00 from the credit card to offset the negative balance in your checking account ending in [redacted]. Additionally, [redacted], of our deposits staff, reviewed your checking account and confirmed that the counterfeit checks were returned, and on July 14, 2017, the two nonsufficient funds fees were reversed. Subsequently, on July 25, 2017, a new checking account ending in [redacted] was opened and the balance from the old account was transferred accordingly. It is important to note that the transfer balance of $1,748.78 included the $400.00 ODP. If you have further questions or would like the $400.00 reversed and deposited to your credit card, please contact Ms. [redacted] at ([redacted]A ([redacted]) or ([redacted], Extension [redacted].
Thank you for the opportunity to reply.
Sincerely,
[redacted]
Credit cards are issued by [redacted]A Savings Bank and serviced by [redacted]A Federal Savings Bank, both Member FDIC. Other bank products are issued and serviced by [redacted]A Federal Savings Bank.

August 10, 2015 [redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). I regret the frustration you experienced; however, our research confirmed we did not receive the required...

documentation, specifically a copy of your DD-214, to verify your military service. As you requested, your checking account was closed on August 4, 2015, and the balance of $0.35 was sent to you at the address on file. If you have any questions, please contact [redacted], of our staff, at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

December 29, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your deposit account.   On Friday, December 22, 2017, an unknown party used Mrs. [redacted]’s personally identifiable information to access...

usaa.com.  The activity triggered our internal fraud parameters, and we contacted Mrs. [redacted], who confirmed the activity was unauthorized. We closed the associated debit card, issued a replacement card, and restricted Mrs. [redacted]’s access to usaa.com, as requested. On December 26, 2017, a provisional credit was issued for a fraudulent transaction, and we sent an Identity Theft Resolution Guide.    We regret any inconvenience or frustration you may have experienced. Thank you for speaking with [redacted], of our staff, who discussed the account takeover and our authentication practices. We actively monitor accounts and have processes in place to protect the privacy of member information and to help guard against potential identity theft or fraud. If you have any further questions or concerns, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

June 19, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your experience surrounding a check deposit hold with the USAA Federal Savings Bank (FSB).  Please know that our employees are expected to be courteous and...

informative and that we strive to provide quality service.  Coaching has been provided to those involved to ensure other members do not have a similar occurrence.   Our records reflect that on June 3, 2015, a $10,350.00 check was deposited into your joint checking account; however, the deposit amount entered was $1,350.00.  A partial funds hold was immediately applied.  Subsequently, the deposit amount was corrected and those funds were placed on hold.  In addition and in accordance with the Depository Agreement and Disclosures (DAD), which is provided to all account holders and available for your review on usaa.com, a restriction was placed on your account.  The DAD states, “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 June 12, 2015, you spoke with [redacted], of our FSB staff, who removed the account restriction.  That same day, the partial funds hold was also removed.   Mrs. [redacted], your feedback is appreciated, and I apologize for the frustration and inconvenience this matter caused.  Thank you for allowing us to review your situation and to reply to you.   Sincerely, [redacted]

November 9, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding the release of the title for your automobile loan with the USAA Federal Savings Bank (FSB).  Thank you for speaking with [redacted] of our staff.  Our...

records indicate that on October 27, 2015, you spoke with the FSB and explained that you mistakenly told the dealership you had the title to the vehicle when you traded it in.  The FSB offered to call the dealer to advise when the title would be released, but you declined and asked to receive the title sooner.  The copies of the documents you provided to us as proof of the cleared check were not sufficient for us to consider releasing the title prior to the scheduled date.  Our records indicate that that the electronic title was released on November 5, 2015, and that Ms. [redacted] informed you of this information by email.  In addition, we respectfully decline your request for compensation.  Should you have any further questions, Ms. [redacted] remains available to assist you.  Thank you for allowing us to reply to you.  Sincerely,[redacted]

September 14, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding a hold placed on the deposit made to your account with the USAA Federal Savings Bank (FSB).  I regret the inconvenience this matter...

caused you.  Our records indicate that the funds were made available to you on September 4, 2015. We strive to balance the needs of our membership as a whole while being sensitive to our customers’ individual situations.  The hold policy is applied uniformly to all members and is in place to protect both you and USAA from potential losses.  As indicated in the FSB’s Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, all remote deposit capture deposits, including those made through Deposit@Mobile®, are subject to a hold.  USAA will hold the funds 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.  Thank you for speaking with [redacted], of our staff, who confirmed the hold was placed appropriately and in line with the DAD.  Therefore, we were unable to release the funds sooner as you requested.  I understand that Ms. [redacted] provided you with alternative deposit options that would not be affected by the hold policy.  If you have any additional questions, Ms. [redacted] remains available to assist you. We appreciate your allowing us to reply to you.   Sincerely, [redacted]

March 19, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your eligibility for membership.   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]

[redacted]
I am responding to your submission regarding the reversal of a credit that the USAA Federal Savings Bank applied to your checking account.  I apologize that we did not meet your...

service expectations as we make every effort to ensure our members’ accounts are serviced efficiently and accurately.
[redacted], of our staff, was unsuccessful in her attempts to reach you by telephone to address your concerns. Nonetheless, a thorough review of your account was completed, and Ms. [redacted] confirmed that the $99.95 credit reversal was processed on May 2, 2016.
With regard to information you requested through a prior Revdex.com submission and access to the USAA website,  we indicated in our response to you dated February 22, 2016, that the account related to the 1099-C would continue to be reported to the credit bureaus for seven years from the first date of delinquency.  In keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain obligations with us.  To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has caused USAA to suffer a financial loss.  When this basic principle is compromised, we believe it is in the best interest of the association to limit access to usaa.com.
We appreciate the opportunity to reply to you.  Should you have additional questions, Ms. [redacted] can be reached at [redacted]
Sincerely,
[redacted]

January 25, 2018   Gunnery Sergeant [redacted] (USMC) Complaint ID #: [redacted]   Dear Gunnery Sergeant [redacted]:   I am responding to your submission regarding your USAA Federal Savings Bank deposit account.   Thank you for speaking with [redacted], of our staff, who...

accommodated your request.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  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:  I would like to receive a written letter from USAA acknowledging the complaint and the date the account was satisfied in full.  I have received letters and phone calls from two different collection agencies after my account status was supposedly updated the first time.  I want something I can send them in the event I am contacted a third time.
Regards,
[redacted]

June 17, 2015 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) checking account. I regret the inconvenience you experienced. For your reference, the Funds Availability policy is outlined in the...

Depository Agreement and Disclosures (DAD), which is provided to all account holders and available on usaa.com. It indicates that the FSB can place a hold on funds deposited via Easy Deposit for up to seven business days from the date of deposit. In some instances, funds may be available sooner based on factors such as credit worthiness, the length and extent of your relationship with the FSB, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant. Thank you for speaking with [redacted], of our FSB staff, who explained that per the DAD, all deposits are subject to our hold policy. Ms. [redacted] released the hold on your deposit as a courtesy after confirming there were no non-sufficient funds or overdraft history. It is important to note that the FSB adheres to the DAD and all regulatory requirements and acts in line with our core values of service, loyalty, honesty, and integrity. Should you have any further questions, Ms. [redacted] remains available and can be reached at [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

July 23, 2015 [redacted]
[redacted] Dear Mr. [redacted]: This is in response to your submission. We strive to provide quality service to our entire membership. After working with you about your concerns, we understand this matter has been resolved to your satisfaction. Thank...

you for allowing us 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.

Complaint: [redacted]
I am rejecting this response because:This is the exact response that I previously received from USAA, however, I have yet to receive the letter that I have been requesting. I need a letter that states that these four accounts are fradulent, and I will not be held responsible for these loans. I need the letter to acknowledge that four accounts were fraudulently opened in my name, including a $25,000 consumer loan, $9,900 consumer loan, a checking account, and a savings account.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I would like to see the emails that were sent on the dates listed above. According to my records that information is faulty. Also I was only given a day to correct this? When it was USAA's lack of communication. I need more information.
Regards,
[redacted]

August 9, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the overdraft of your checking account with the USAA Federal Savings Bank (FSB).  I regret any frustration or inconvenience you experienced, and we appreciate...

the opportunity to look into your concerns.  Our records show that on June 20 and June 24, 2016, GM Financial attempted to debit your checking account.  Each time the transactions were returned due to nonsufficient funds (NSF), and your account was charged NSF fees for each returned transaction.  The fees you incurred for these transactions were refunded to your checking account. Per the USAA Depository Agreement and Disclosures which was provided to you upon account inception and is available on usaa.com, under Setoff and Security Interest, “You agree that FSB may, without prior notice of 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.  In addition to its rights under the law (called “setoff”), you grant FSB a security interest in each account to secure such debt, as it may arise.”  The DAD also explains that, “FSB may use funds held in joint accounts to repay the debts on which any one of you is liable, whether jointly with another or individually.  FSB may charge any such debt against your account at any time, without regard to the origin of deposits to the account or beneficial ownership of the funds.” [redacted], of our staff, was unsuccessful in her attempts to contact you to discuss your account.  If you have additional questions, Ms. [redacted] remains available to assist you.  We appreciate you allowing us to reply to you.   Sincerely, [redacted]

March 23, 2018 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB). FSB deposit accounts are governed by the Depository Agreement and Disclosures (DAD), which is...

provided to all account holders and is available on usaa.com.  The DAD states, “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.” A fraudulent check was deposited into your checking account ending in 0491, and is still pending return.  As a result, the account remains in a credits-only status at this time, and a new checking account ending in [redacted] was opened on February 13, 2018.  [redacted], of our staff, spoke with you briefly and acknowledged your concerns; however, Ms. [redacted] was unsuccessful in reaching you to discuss her findings.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]