Robert W. Carpenter, Esq.

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]

October 19, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding a dispute with your deposit account in the USAA Federal Savings Bank.   Our records confirm that you filed an inquiry with the Consumer Financial...

Protection Bureau (CFPB).  We responded to the CFPB on October 4, 2016.    Thank you for the opportunity to reply.   Sincerely,   [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]

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]

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]1, and find that this resolution is satisfactory to me.
Regards,
[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]

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]

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]

[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]

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]

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]

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]

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]

August 23, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the conversion of your USAA Federal Savings Bank (FSB) [redacted] to a USAA [redacted] card.  I regret the frustration and inconvenience you experienced regarding the...

conversion. Thank you for speaking with [redacted], of our staff, who explained that we are unable to convert your [redacted] card back to a [redacted].  I understand that she advised you that multiple notifications had been sent to you, starting in October 2015, before the conversion occurred. While we understand this is not the outcome you were seeking, we appreciate you allowing us to reply to you.  If you have additional questions, Ms. [redacted] remains available to assist you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

September 25, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission about the handling of your debit card dispute. We strive to provide quality service to our entire membership, and I regret any frustration or inconvenience you have experienced....

Thank you for speaking with [redacted], of our staff, about your concerns. I understand that Ms. [redacted] confirmed all six charges have been credited back to your account, three of which are permanent and the remaining three credits are provisional as we await a response from the merchant. Ms. [redacted] also ordered a new debit card and explained that future charges could not be prevented as they are not coded as recurring. Should you require any additional assistance, Ms. [redacted] remains available, and she can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

March 15, 2016
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding service related to your deposit account with the USAA Federal Savings Bank (FSB).  We regret any inconvenience you may have experienced as we strive to provide...

quality service.
Our records show that in May 2013, a joint USAA Savings account was established in [redacted]’ name and your name.  Although a completed, signed Account and Transaction Authorization form was received in November 2015, the FSB was unable to establish the au[redacted]atic funds transfer Mr. [redacted] requested because ownership of the external account could not be verified.  When we spoke with Mr. [redacted] in February 2016, we explained the external account verification process to him.  During this review, it was discovered that the savings account was deactivated due to inactivity.  The account was restored to an active status; however it had not been closed.
The FSB complies with all banking regulations and handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com.  The DAD states that the FSB can place a hold on funds deposited via remote deposit capture services, such as USAA EasyDeposit, for up to seven business days from the date of deposit.  In some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant. 
On March 1, 2016, after three deposits were made into the savings account via USAA EasyDeposit®, a portion of the funds were held for three business days. Two days later, you expressed your dissatisfaction with the deposit hold, and the FSB staff explained the deposit hold process and declined to release the funds early.
I understand that you spoke with [redacted], of our FSB staff, on March 9, 2016, and that she clarified the process to establish automatic funds transfers from an external bank account and revisited the deposit hold process.  She confirmed that the deposit hold was released as described; however, the external account verification has not been completed for the funds transfers from the external bank.  Please note that future deposits, except direct deposits and wire transfers, may be subject to holds.
Mrs. [redacted], your feedback is important to us as we look for ways to improve how we do business.  We hope you will allow us the chance to restore your confidence in USAA.  Ms. [redacted] remains available to assist you, and we appreciate the opportunity to review the events that transpired and respond.
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]

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]