Robert W. Carpenter, Esq.

Complaint: [redacted]
I am rejecting this response because:  I don't believe the USAA FSB acts in good faith in any context or capacity unless they are full of incompetent people working for them or the organization is in total disarray.  They keep repeating the same arguments which are solely based on denial.  
Regards,
[redacted]

October 23, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your mortgage application. It is our goal to make the home mortgage loan process simple, and we make every effort to accommodate our members’ requests while balancing our...

fiduciary responsibility to thoroughly review all applications. I regret any inconvenience you may have experienced. Unfortunately, [redacted], of our staff, was unable to reach you to discuss the circumstances surrounding the changes to your closing date. I understand that you closed on your mortgage loan on October 2, 2015. Our records do not reflect a verbal promise to pay fines that you may have incurred, and you were not charged extension fees as your rate lock had not expired. However, we are willing to review any documentation that supports your request for reimbursement for per diem fees that you paid. At your convenience, please contact Ms. [redacted] at [redacted] or [redacted] as she remains available to address any concerns you may have. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because that is not was was told to me. I was indeed misinformed or else I would not be filling this complaint. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I would not be going to thr irs daily, calling usaa daily not filing a complaint with Revdex.com if me and my wife had obtain the money we are owed. However, Usaa has stolen and lost the money. Check our bank account there no issue of direct deposit. If I have to file a lawsuit I will do that. Usaa is fraud and has no integrity, honesty, murals of giving us are money back. Can not show documents that it has been issued a direct deposit or where it has went. I will aee usaa in court. 
Regards,
[redacted] & [redacted]

Complaint: [redacted]
I am rejecting this response because:I have tried to contact Mr. [redacted] multiple times and have left messages, without him returning my phone call, I even left another message on the online area this morning as I have retained an attorney to help resolve this "old account."This supposed previous account from 2009 closed with a balance owing is past the statutes of limitations for both Texas and Nevada and therefore an offset should have never happened.If there was such an issue with my opening an account or a past due balance that should have been resolved before proceeding, then a flag should have popped up during my account application stating that fact, nothing of this nature manifested itself. When I went online to usaa.com to open the account, it showed a "0" balance for both Checking and Savings and not once during my application process for the new account was there an an error message or a message in general referring to the supposed old account. I feel USAA has over extended their power by hijacking a new account to resolve something that not even the courts would recognize as being owed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It does not address anything except for receipt of my complaint.Since I filed this complaint I called to cancel my auto and renter's insurance policies only to find out that this company also did not even have me enrolled in a renter's policy which I had called to have put into effect last year.  I thought I was being billed for this each month with my auto policy only to find out that I wasn't even covered and they couldn't find my policy just like they couldn't find my old bank accounts!  This is outrageous.I've read other consumer complaints about USAA online only to read that other representatives have told other customers they could remove 4 NSF fees per day and to have Paypal letters sent in as well.  The customers have done this only to get the same response that I have.  I think USAA needs to get their policies straightened out!One more thing:  If I have an open account that has been inactive for over a year and USAA tells me that I need to monitor it and that I'm "negligent" with my finances, why then are they not responsible in helping to monitor this account with alerts to help prevent fraud or exorbitant NSF fees?  There is no reason that I should have all the blame for these errors when it's obvious they are only in it to collect NSF from their customers.
Regards,
[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. USAA has effectively resolved the issue.
Regards,
[redacted]

March 3, 2016 Mr[redacted] Complaint ID #: [redacted] Dear Mr. [redacted] I am responding to your submission regarding your checking account. We strive to provide quality service to our entire membership, and we apologize for any frustration you experienced. We appreciate you speaking with [redacted]...

[redacted], of our staff, who addressed your concerns and confirmed that your checking account was credited for the two checks and the nonsufficient funds fee. If you have any other questions, Ms. Gallegos remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

July 29, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your online account access and billing.   [redacted] and [redacted], of our USAA Federal Savings Bank (FSB) staff, were unsuccessful in...

reaching you to discuss your concerns.  Nonetheless, a thorough review of your account was completed.    Our records indicate that you obtained a credit card with the FSB in 2014 that was charged off with an outstanding balancing in 2016.  You obtained a separate credit card with the FSB in 2015 that is currently 122 days delinquent.  As you requested, we ceased collection calls in January 2016 for these two accounts.    Due to the uncollected charges, restrictions were placed on your account and online access.  You can access your existing products and obtain auto identification cards via [redacted].  If you have additional questions, Mr. [redacted] and Ms. [redacted] remain available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]   Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings   Bank, both Member FDIC

July 21, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the unauthorized activity in your joint deposit account with USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted] of our staff. The FSB was provided...

with a police report, which confirmed that the joint account holder provided personal credentials to allow a third party to obtain funds from the joint account. The Depository Agreement and Disclosures (DAD), which is provided to all accountholders and available on usaa.com, states, “If you provide authentication credentials to another person, any account or transaction activity by that person, or others who may receive your credentials due to your sharing, may be deemed authorized activity and you may be held responsible for that activity.” The FSB’s investigation determined that no unauthorized transactions took place in the joint account.
The DAD also indicates, “Each joint account holder is jointly and severally liable to FSB for: all fees and charges assessed against the account; all amounts owed to FSB on the account; and all costs and liabilities related to this Agreement or the account.” Accordingly, you and the joint accountholder are responsible for the activity and outstanding account balance.
The account details will be mailed to you separately. 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]

[redacted]
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[redacted]
[redacted]
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[redacted]
I am responding to your submission regarding your credit cards with the USAA Federal Savings Bank.  I apologize for the frustration you experienced as we strive to provide quality service to our entire...

membership, and feedback about your situation has been shared with the appropriate areas. 
Thank you for bringing this matter to our attention.  [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 the three remaining charges were credited to your account on April 21 and April 22, 2016.  If you have additional questions, Ms. [redacted] remains available to assist you.
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.

July 7, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank and I regret any frustration this matter may have caused.   Thank you for speaking with [redacted]...

[redacted], of our staff, who discussed your concerns.  As Ms. [redacted] explained, your loan has been recalled from the collection agency to ensure that you can make payments directly to USAA.  Also, we appreciate your feedback regarding the Right to Cure letter you received.  The information has been forwarded to the appropriate area for review.  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply.    Sincerely,   [redacted]

Complaint: [redacted]
the correct way.  Cause I feel when the contract was doctored with the wrong interest rate and them also stating I signed  a contract for that bad interest rate (which I proved Inever signed for) was fraudulent.  And for them to sweep my other concerns aboutthe process of taking care of this issue under rug is uncalled for.  And since I tried towork with them to get this all straightened out at their level and they would not extendand further assistance of getting this resolved, I feel that they should be liable for a fraudulenceand tampering with the auto loan contract.Regards,[redacted]

August 6, 2015 [redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB). The FSB 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 all deposits made through remote deposit capture services, which includes USAA Easy Deposit, are subject to a hold for up to seven business days from the date of deposit. In some instances, funds may be available sooner based on such factors as creditworthiness, 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. Further, usaa.com notes that funds deposited using USAA Easy Deposit are subject to a hold and may not be available for immediate withdrawal. Thank you for speaking with [redacted], of our staff, who advised you of the FSB’s hold policy and explained what type of deposits are not subject to a hold. I understand your deposit hold expired on July 25, 2015. While we regret the inconvenience you experienced, the FSB adheres to our core values of service, loyalty, honesty, and integrity, and we do not engage in illegal business practices. We appreciate you allowing us to reply to you. Sincerely, [redacted]

June 30, 2017
Ms. [redacted]  Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank.
On June 19, 2017, you transferred $411.00 to your account and completed multiple debit card...

transactions, two of which were pending. Please note that pending debit card purchases lower the available account balance. During overnight processing, an Automated Clearing House (ACH) transaction attempted to debit your account but was returned due to nonsufficient funds (NSF). On June 20, 2017, a $29.00 NSF fee was assessed, and the pending debit card transactions were posted to the account.
On June 21, 2017, you requested that the NSF fee be waived. We declined your request, explained the NSF fee was assessed because there were not sufficient funds in the account to cover the ACH transaction, and advised you could add overdraft protection to your account. You can also set up mobile or email alerts to help monitor the account balance.
We confirmed that the NSF fee was assessed in accordance with the Depository Agreement and Disclosures and the accompanying Service Fee Schedule, which are provided to account holders, and we respectfully decline your request to waive the fee. [redacted], of our staff, was unsuccessful in her attempts to reach you to discuss your concerns. If you have any other questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

May 28, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB). Our employees are expected to be courteous and informative, and I regret any frustration you...

have experienced. Our records reflect that on April 4, 2015, a $5,000.00 check was deposited into your checking account ending in 6452 via Deposit@Mobile®. This required the use of your confidential log-in credentials, which have not been changed. Subsequently, all of the funds were immediately depleted through Automated Teller Machine (ATM) withdrawals. According to the FSB's Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, "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." As such, an investigation was initiated and your deposit accounts were placed in a credits-only status on April 4, 2015. On April 7, 2015, the deposit was returned as the check was deemed counterfeit. A Notification of Overdraft has been mailed to you. Please know that the DAD also notes that the FSB may, without prior notice, apply or set off the funds in an account at any time to pay any debt, whether direct or indirect, with the FSB. [redacted], I understand that [redacted], of our staff, spoke with you briefly on May 1, 2015. Should you have additional questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to review this matter and respond to you. Sincerely, [redacted]

December 20, 2017   Sergeant [redacted], ARNG Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding a transaction that you disputed on your USAA Federal Savings Bank deposit account.  We regret any frustration this matter may have...

caused you.   [redacted], of our staff, was unable to reach you to discuss your concerns; nonetheless, she reviewed your account thoroughly.  Ms. [redacted] determined that the merchant was unable to provide proof that you were advised of the cancelation policy; therefore, a permanent credit of $128.11 was issued to your account ending in [redacted].  Furthermore, she provided feedback regarding the opportunity identified when you spoke with a representative on December 11, 2017.  If you have any additional questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:I did speak with [redacted] and he was able to open the account. Although, he has not returned my phone calls as promised regarding a question/concern. When I initially inquired about opening an account, I was promised a incentive/promition USAA had going on for new accounts by a 'Supervisor' of $400 dollars. [redacted] ensured I met the requirements which I did. I also set up direct deposit from my Employeer. I have not heard back from him or anyone. I have called multiple times, left voicemails and nothing has been resolved. 
Regards,
[redacted]

June 23, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your checking account.
 
We regret any frustration you may have experienced.  I understand you were provided with refunds on June 9,...

2016, for fees you incurred from the State of Vermont and Hardwick Electric.  Thank you for speaking with [redacted], of our staff, who identified an issue with the account number on your checks and assisted you with a check reorder.  Should you have any further questions, Ms. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

November 11, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]: I am responding to your submission regarding USAA’s handling of vehicle repairs following the July 9, 2015, auto accident.  Our employees are expected to be informative and to the set...

proper expectations for claim handling.  I apologize for the frustration and inconvenience you experienced as our actions were not meant to deceive or mislead you.  Thank you for speaking with [redacted], of our staff, about this matter.  I understand that Ms. [redacted] reviewed the claim handling with you and confirmed that the other insurance carrier would be reimbursing you for your out-of-pocket expenses.  Should you have any additional questions, Ms. [redacted] remains available to assist you.  We remain committed to our mission of serving our members, and I hope you’ll allow us the opportunity to restore your faith and confidence in USAA.  Sincerely,[redacted]