Robert W. Carpenter, Esq.

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]

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]

March 27, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   Our records confirm that you filed an inquiry with the Georgia Department of Insurance.  We will respond to Georgia Department of Insurance accordingly.   Thank you for the...

opportunity to reply.   Sincerely,   [redacted]

July 16, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the hold on your deposits. It is important to note that the USAA Federal Savings Bank (FSB) complies with applicable federal regulations and acts in accordance with the...

FSB’s Depository Agreement and Disclosures (DAD), which is provided to all account holders at account opening and is available for your review on usaa.com. As indicated in the DAD, the FSB may hold the funds from a deposit made via a remote deposit capture (RDC) service, such as USAA Easy Deposit at The UPS Store®, for up to seven business days from the date of deposit. Please know that deposits made via RDC are not subject to the Expedited Funds Availability Act or its implementing regulation, Regulation CC. Our records reflect that on June 25, 2015, you deposited four checks via USAA Easy Deposit, and a seven business-day hold was placed on a portion of those funds. Subsequently, you spoke with FSB staff, who declined to release the hold and explained that holds may be applied based on your account history in accordance with the funds availability policy found in the DAD. [redacted], of our staff, attempted to discuss this matter with you by telephone and explain that your checking account was not in a frozen state. Should you have any additional questions, Mr. [redacted] remains available and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: No one called me after talking to a representative to make those arrangements and inform them of my situation and then instead of them letting me know anything they just decided to take it out of my account and me risking being homeless on account of their incompetence and lying to my telling me I can pay it later and cause me all kinds of overdraft fees. For them to say "oh well it's in your contract" is BULL. Contracts are adjusted all the time and that is the very reason for payment arrangements and phone calls. At this point I cannot wait to be done doing business with USAA because they are SHADY in every single practice they have. But what they can do is refund me the 35 dollars I was charged by the landlord for a bounced check and the 29 dollar overdraft to my checking account.
Regards,
[redacted]

May 22, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the deposit account fees with the USAA Federal Savings Bank (FSB). It is important to note that the FSB acts in accordance with regulations, the FSB’s Depository Agreement and...

Disclosures (DAD), and our core values of service, loyalty, honesty, and integrity, and we reject your allegations of unethical and shady billing practices. Please know, the Service Fee Schedule that accompanies the DAD, which is provided to all account holders and available for your review on usaa.com, describes the $15.00 per hour research fee and the non-USAA ATM fees for withdrawals within the monthly statement cycle. Thank you for speaking with [redacted], of our FSB staff, about your concerns. I understand that she waived the research and copy fees, as a one-time courtesy, submitted your request for specific funds transfers, and explained the benefits of the USAA Money Manager. In addition, the feedback you provided regarding the ATM locator has been shared with management for further review. Should you have any additional questions about any of these matters, Ms. [redacted] remains available to assist you. Thank you for the opportunity to review your concerns and respond. Sincerely, [redacted]

January 22, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the hold placed on the deposit to your USAA Federal Savings Bank (FSB) checking account.   On January 3, 2018, two Automated Clearing House...

debits were returned due to insufficient funds in your account.  There were four pending transactions which reduced the available balance resulting in the returned items.  The following business day, you incurred two nonsufficient funds fees.  Although the fees were appropriately charged to your account, they were later refunded to you.   You made a transfer from an external bank into your FSB checking account on January 10, 2018, and a portion of the funds were put on hold until January 17, 2018.  The USAA Depository Agreement and Disclosure, which was provided to you upon account opening and is available on usaa.com, states that the FSB will hold funds for up to seven business days from the date of deposit.  You were correctly advised that the hold could not be removed.    If you have additional questions, [redacted], of our staff, remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted] Tell us why here...

February 3, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]   I am responding to your submission regarding your joint deposit account.   Thank you for speaking with [redacted], of our staff, who reviewed your account and confirmed the decision remains...

unchanged.   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]

Complaint: [redacted]
I am rejecting this response because I was never given an check. I was also told by numerous employees that the check was never cashed. So if the check was never cashed, the money needs to go back in my account. However, [redacted] is an thief along with the entire USAA bank. There are numerous complaints about him and this location all over the internet. I will be taken further actions so as to get my funds back; I've said it before and I will say it again, what this company is doing is illegal and legal actions must be made, and the truth must be exposed to all of San Antonio, Texas, and the USA. 
Regards,
[redacted]

September 21, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your USAA insurance payment.  I regret any frustration or inconvenience this caused. Thank you for speaking with [redacted], of our staff, who...

confirmed you received a refund in your USAA Federal Savings Bank checking account.  I understand that your refund was delayed and coaching will be provided to ensure this doesn’t happen to other members.  If you have any additional questions, Mr. [redacted] remains available to assist you.  We appreciate you allowing us to reply to you.   Sincerely, [redacted]

October 30, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding debit card dispute.
Thank you for speaking with [redacted] of our staff, who addressed your concerns about the dispute process. If you have additional...

questions, Ms. [redacted]z remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 25, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted] I am responding to your submission regarding the USAA Federal Savings Bank (FSB) Visa card that you were a joint account holder on.   [redacted], of our staff, researched the mater and found...

that because there was no application or documentation on file that you requested to be added as a secondary accountholder, we have removed you from responsibility of the debt and the tradeline will be removed from your credit history.   Although Mr. [redacted] was unsuccessful in his attempts to contact you, he will remain available if you have any questions.  We regret any inconvenience and frustration that this situation caused you, and 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.

September 16, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your debit card dispute with the USAA Federal Savings Bank. Our records indicate that you filed a dispute on July 13, 2015, and that we issued a provisional credit on...

July 22, 2015. Thank you for speaking with [redacted], of our staff, who confirmed that upon further review, a permanent credit of $114.10 was applied to your checking account ending in [redacted]. As Ms. [redacted] explained, she thoroughly reviewed your dispute and identified an opportunity with the handling. We apologize for any inconvenience you experienced, and please know that coaching has been provided to prevent a similar occurrence. Should you have any further concerns, Ms. [redacted] can be reached at [redacted] We appreciate the chance to review the matter and to reply to you. Sincerely,
[redacted]

October 25, 2016   Staff Sergeant [redacted], USA (Ret.) Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your payment using USAA Web BillPay.   Thank you for speaking with [redacted], of our staff,...

who explained that since the merchant you were trying to pay does not accept electronic payments, a draft check was mailed out.  As Web BillPay guidelines state on usaa.com, a four day processing period is required.  While I understand this is not the outcome you were seeking, I hope we have clarified the matter for you.  If you have any additional questions, Ms [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

February 16, 2018
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your checking account.
Thank you for speaking with [redacted] of our staff. I understand that he addressed your concerns, and I am glad you were satisfied with the resolution.
Thank you for allowing us to reply.
Sincerely,
[redacted]

June 19, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. Cooper:
I am responding to your submission regarding your deposit account. I regret any inconvenience this situation caused you.
[redacted], of our staff, completed a thorough review of your account but was unable...

to contact you by phone to address your concerns. Should you wish to discuss the matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
Courtney Evins

August 8, 2017   Mr. [redacted] Complaint ID #: [redacted]
  Dear Mr. [redacted]:   I am responding to your submission regarding the levy placed against your checking account with USAA Federal Savings Bank (FSB).   Thank you for speaking with [redacted], of our staff,...

who explained that the FSB acted in accordance of the Notice of Freeze and Notice of Levy received from the Florida Department of Revenue Child Support Program and with the Depository Agreement and Disclosures which governs deposit accounts.  As such, we are unable to return the funds to your account. I understand Ms. [redacted] provided you with an updated telephone number for the Florida Department of Revenue.  Should you have any 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:Ms. [redacted],I want to sincerely thank you for your efforts on my behalf. I tried to get any kind of resolution from the company and they didn't offer me anything, yet within 2 days of my filing, they called me back to let me know it was reopened and back under review and a week later, they did offer to refund half the fee totalling 632.50. I am quite pleased with my first Revdex.com experience and really appreciate your help.When I was faced with the Accept/Reject option, it didn't tell me what would happen next - in particular, I did not know if my complaint and my response would be made public. Since I put my name all over it, this was important to me because of this one line in the business's respose:"As he explained, the service fee schedule was provided to you on several occasions during your phone conversations with the FSB; however, Mr. [redacted] offered to refund half of the fee to you as a courtesy."What Mr. [redacted] left out was that the entirety of the service fees were *not* provided to me on the occasion I phoned the FSB to ask *specifically* about them as a part of the service I requested.I know it may seem very slight, but I did not want to let that go undisputed. Especially as I am not sure where or how this information may be made available in the future.As for the rest of the matter, I am satisfied that this is all I will get. I've shut my accounts down with them and will have no further business dealings with the FSB again. With this addendum included in the official record, I consider the matter closed.
Once again, I thank you very much for your efforts on my behalf.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I accidentally typed in the wrong deposit amount via usaa mobile app the night of 6/03. I called early morning 6/04 and explained what happened and was told everything was fine. That night I went to get dinner and my card was declined. Federal law states that you notify me if you are going to freeze my account. I have yet to receive notification via mail as of 06/13. When I called on 6/05 to ask about the freeze on my account I was told that my check was fake and that it was expected to return. Hearing that, I was in hysteria because this check was what I was paid with for my car. In turn, my fiancee was in a frenzy and had to miss work. We drove to wells fargo (the issuing bank) and was given physical proof that the check was indeed real and had been paid out 6/04 and was not able to be stopped or returned. We told this to many usaa employees and was given other excuses as to why my account was frozen (ex: overdrafting 1.98, typing in wrong pin at atm, etc). We had ALL of our funds in that account and had NO gas to leave the wells fargo parking lot. USAA left us stranded without any of our funds to get home or eat or do anything. We explained this and they did not care.  We were initially told that it would be 2-3 days for the release of the account. Then it changed to 10 days. We were extremely patient considering the fact we proved the fact that the check was real and that usaa did not notify me of the hold. On the 10th day, the funds were released, but the account was still frozen! We had to call a few times and then finally had only partial funds released. With more arguing, usaa finally asked for the proof that we had a week earlier and finally accepted it as being a real check. This experience was literal hell and could have all been avoided if usaa made one single call to wells fargo to confirm the check. I have not even listed all the issues that this caused my personal life. This was handled so unprofessionally by a bank we had previously held in high esteem. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have not recieved a call from anyone from USAA.   I have extensive u paid medical bills from an accident in 2008. I am being sued from the parties, And when I called to get my personal records of which you (usaa) supposedly paid, I was refused.I know when I called about a yr ago, someone told me the same people now suein me sued usaa as well. And my file just came out of "litigation ".  I would like to know the extent of this case as well.  If im being sued for the same as which usaa was sued.. I would need that for court .  I can not afford an attorney.  Im doin this on my own accord. I also want all outstanding bills paid. I so not understand why, again this has happened.  It appears to be a pattern. 
Regards,
[redacted]