Robert W. Carpenter, Esq.

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]

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.

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]

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]

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]

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]

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]

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.

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]

June 29, 2015 Mr. [redacted] M. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the Extended Vehicle Protection (EVP) plan for your auto loan with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of our...

staff, who addressed your concerns and explained the coverage exclusions under the EVP plan.  In addition, she provided you with another copy of the EVP contract.  It is important to know that the FSB acts in accordance with our core values of service, loyalty, honesty, and integrity; therefore, we reject your allegations of deceptive advertising.  Should you have any further concerns, Ms. [redacted] remains available, and she can be reached at [redacted] We realize this is not the outcome you were seeking, but we hope you understand our position.  Thank you for allowing us 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]

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]

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]

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]

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]

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]

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.
I do so with the understanding that one of the two credit inquires involved in reapplying for the auto loan will be removed from my credit report as previously agreed to by USAA representative [redacted] from Executive Resolutions.
Regards,
[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]

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.

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]