Robert W. Carpenter, Esq.

June 24, 2016 Master Sergeant [redacted], USAF (Ret.) Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding a matter involving a USAA Secure Checking account with the USAA Federal Savings Bank (FSB) for which you were appointed as fiduciary and your USAA...

credit card account. Please accept our condolences on the loss of your father and our sincerest apologies for the inconvenience and frustration this situation caused you during this difficult time. Our records show that on March 31, 2016, a VACP ACH deposit payable to your father posted to account. On May 11, 2016, after receiving notice of your father’s passing, the FSB froze the account and inadvertently returned the ACH deposit after noting an incorrect date of death. This overdrew the account, and in accordance with the established overdraft protection, a cash advance was processed from your credit card account to resolve the overdrawn balance. Seven days later, it was determined that the deposit was returned in error, and on May 20, 2016, the funds were returned to the checking account. Subsequently, you spoke with several representatives about your concerns regarding the overdraft protection cash advance, which was reversed on May 24, 2016. Regrettably, the cash advance finance charge posted to your credit card account on June 6, 2016. Thank you for speaking with [redacted], of our staff, who apologized for the service experience, shared your feedback with the appropriate areas, and confirmed that a credit for the cash advance finance charge posted to the credit card account on June 16, 2016. Sergeant [redacted], I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us and that you will allow us to restore your faith and confidence in our ability to serve you. We appreciate the opportunity to review your concerns, resolve the matter, and reply. Should you have additional questions, Mr. [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. Other bank products are issued and serviced by USAA Federal Savings Bank.

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]

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]

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.

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]

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]

November 7, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the cash advance fee that you were charged to use a convenience check drafted from your Visa credit card.  I regret any frustration this caused. ...

  Thank you for speaking with [redacted], of our staff, who confirmed your credit card was refunded for $90.00 on October 28, 2016, as a courtesy.  I understand that the terms regarding the cash advance fees were explained to you.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

February 14, 2017 Technical Sergeant [redacted], USAFRComplaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your recent consumer loan experience.  I regret that we did not meet your service expectations as we make every effort to...

ensure our members’ accounts are serviced efficiently and accurately.   Unfortunately, [redacted], of our staff, was unsuccessful in his attempts to contact you; however, our records indicate that on February 3, 2017, a title release request was processed.  If you have additional questions, Mr. [redacted] remains available to assist you. Thank you for the opportunity to reply. Sincerely, [redacted]

November 20, 2017
Staff Sergeant [redacted], USAR
Complaint ID #: [redacted]
Dear Staff Sergeant [redacted]
I am responding to your submission regarding unauthorized activity on your account.
Unfortunately, members of our staff were unable to reach you by phone to address your concerns. ...

If you wish to discuss this matter, [redacted] is available to assist you and can be reached at ([redacted]- USAA ([redacted]) or ([redacted]-[redacted], Extension 28790.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:On June 30,2017 was the settlement of $4,200 with [redacted] and myself with Usaa. I been sacrificing my social disability to pay the settlement that we all agree on and now Mr. [redacted] who was not part of the discussion of the settlement state’s that there was no settlement. It may or mat not mean much to you all but we are disable combat veterans on a fixed income that we earned in service to our country. We have honor and no need for us to lie about the settlement. Since usaa won’t  aknowledge and choice not to correct our credit report, we as honorable veterans can not continue to deal with a deceitful company who advertise that supports service members and veterans. Mrs. [redacted], I hope You see the [redacted] statements look for amount $374, or Usaa and Northland. Both companies have received payments from the same account #[redacted]    which in my opinion it seem suspicious.   Pleased let me know if you receive the statement                           
Regards,
[redacted]

August 23, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank.
Thank you for speaking with [redacted], of our staff, who addressed your concerns. The Extended Vehicle...

Protection (EVP) is issued through and administered by Assurant. If you wish to cancel your EVP coverage, please contact Assurant and provide them with the required documentation. Upon cancellation of your EVP, and any applicable refund applied to the loan, an updated payoff amount will be available. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding text message authentication.
Thank you for speaking with [redacted], of our staff, who assisted with setting up a CyberCode Token. Unfortunately, she was...

unsuccessful in reaching you for further instructions. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

July 27, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding an electronic payment you scheduled to a closed USAA credit card account. We responded to your complaint on July 22, 2015, and confirmed that [redacted], of our staff, spoke with you and advised that we had found the payment. We appreciate your feedback and the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

July 14, 2016
 
Sergeant [redacted], USA
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank (FSB).  I regret any frustration or inconvenience you experienced as...

a result of this matter.
 
Thank you for speaking with [redacted], of our FSB staff, who assisted with restoring your credit limit and confirmed that any information sent to the credit bureaus regarding your overlimit balance would be corrected as of the next reporting.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us, and he remains available to assist you should you have further questions.
 
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.

March 2, 2016
[redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the USAA Web BillPay® service.  Our records indicate that we responded to your past service concerns on a prior submission. 
We thoroughly reviewed the...

situation and confirmed that there were no system issues found with the Web BillPay® service.  However, the stop payment for your payment to GEICO was not processed correctly, and we regret the frustration you encountered.  Your service experience was addressed with those involved to prevent a recurrence.  Our records indicate that a stop payment was processed appropriately for the payment to Bank of America, and the stop payment fee was waived as a courtesy. 
I understand that [redacted], of our staff, corresponded with you, and as you requested, NSF fees totaling $145.00 were refunded to your account.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Mr. [redacted] is available to assist you.
Thank you for opportunity to look into this matter and to respond. 
Sincerely,
[redacted]

July 18, 2016 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 (FSB). We regret the frustration you experienced as we make every effort to ensure our members’ accounts are serviced...

efficiently and accurately. Thank you for speaking with [redacted] of our staff. I understand that a credit posted to your account ending in [redacted] for the garnishment amount and for the legal processing fee that the FSB charged. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to research your situation and to reply to you. Sincerely, [redacted]

July 23, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). Thank you for taking the time to speak with [redacted], of our staff, about your concerns. As she advised, we...

cannot provide an alert for a transaction that has not yet been presented for payment to your account. I understand she offered to provide you with a detailed account transaction history, which you declined. Although the FSB acted in accordance with the Depository Agreement and Disclosures and the accompanying Service Fee Schedule, which are provided to account holders and available on usaa.com, we refunded four of the nonsufficient funds fees as a courtesy. If you have any additional questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted]

February 20, 2018
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your debit card disputes with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted], of our staff, about your concerns. He initiated...

a new dispute for each charge based on the new information you provided. As discussed, the FSB cannot pursue the disputes as ‘paid by other means’ without supporting documentation. Receipts will be requested from the merchants; however, there is no guaranteed outcome. If you have additional questions, Mr. [redacted] remains available to assist you.
Please know that the FSB acts in accordance with all banking regulations and with our core values of service, loyalty, honesty, and integrity, and your allegations of wrongdoing are unfounded.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I didnt make the payment from My USAA checking account your system reverted it back to my cheking. I have already submitted a claim in small cliams court to get my money back so talk to you soon.  Your company is very unfair. 
Regards,
[redacted]

August 25, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the assumption of your mortgage loan, and we regret any frustration you may have experienced. Thank you for speaking with [redacted], of our staff, who...

confirmed DMI has not received the executed assumption package from your assumer; however, once the package is received a single point of contact will be assigned, and a timeframe for completion can be given.  If you have additional questions, Ms. [redacted] remains available to assist you, and can be reached at ([redacted]) or ([redacted]) **1-[redacted], Extension [redacted]. We appreciate you allowing us to reply to you.   Sincerely, [redacted]