Robert W. Carpenter, Esq.

October 24, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the hold placed on your recent deposit into your account with the USAA Federal Savings Bank (FSB). I regret any inconvenience this may have caused.
The Depository...

Agreement and Disclosures (DAD), which is provided to account holders at account inception and available on usaa.com, governs deposit accounts and describes the hold policy associated with funds submitted through remote deposit capture (RDC) services. The DAD states, “FSB 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 FSB and its affiliates, transaction and experience history, and such other factors as FSB, in its sole discretion, deems relevant.”
Additionally, a message during the deposit process explains how much will be placed on hold and for how long. This message displays before the member submits a check for deposit, enabling the member to cancel the deposit and cash the check another way or budget accordingly.
Unfortunately, [redacted], of our staff, was unable to contact you to explain the hold was appropriate. Furthermore, we are unable to honor your request to refund any fees you may have encountered.
We appreciate the opportunity to reply to you.
[redacted]

Tell us why here...
June 27, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]: 
 
I am responding to your second submission regarding the deposit account with the USAA Federal Savings Bank (FSB).
 
I understand that [redacted], of our staff, spoke with your wife, Sheri [redacted].  Based on that discussion, it was confirmed there were no outstanding issues on the account.
 
We appreciate the opportunity to respond to you again and consider the matter closed.
 
Sincerely,
 
[redacted]

November 16, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding your insurance claim.Our records confirm that you filed an inquiry with the Texas Department of Insurance (DOI).   We responded to Texas DOI on November 16, 2015.Thank...

you for the opportunity to reply.Sincerely,[redacted]

April 5, 2018
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank. We regret any frustration this matter may have caused you.
I hope your conversation with [redacted], of our...

staff, helped reassure you that member service remains our top priority. As he confirmed, the overpayment on the loan was returned to your external bank. The funds should be credited to your account within 3 business days. If you have additional questions, Mr. [redacted]e remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

April 27, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your auto loan.
Thank you for speaking with [redacted], of our staff, who explained the rate is correct based on the amount financed, and that the rate details can be...

found on usaa.com. If you have any additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 16, 2017
Dr. [redacted]
Complaint ID #: [redacted]
Dear Dr. [redacted]:
I am responding to your submission regarding your value personal property (VPP) policy.
[redacted], of our staff, completed a thorough review of your account and cancelled the VPP policy effective July 17,...

2017, leaving a zero dollar balance. Unfortunately, she was unable to reach you by phone to address your concerns. If you have additional 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]

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]

December 22, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission about the handling of your auto dividend.  We regret any frustration or inconvenience you may have experienced.   I understand that you spoke with...

[redacted], of our staff, about your concerns.  As Mr. [redacted] advised, a USAA error was not identified with regard to the electronic distribution of your auto dividend.  Therefore, the distribution was sent to you via mail.  Should you have any further questions, Mr. [redacted] remains available to assist you.   Mr. [redacted], we appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: I called and left a message for Ms. [redacted] a message several times with no return response until this message 
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted] I am responding to your submission regarding your automobile claim. Please know that we act in accordance with our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your...

allegations of wrongdoing and your statement that your vehicle is a restored show-quality car in its current condition. Our inspection of your vehicle identified unrelated exterior and interior damage including a large crack in the front bumper cover, heavily soiled carpet, and a large hole in the driver’s seat. During the claim, we were unsuccessful in some of our attempts to reach you, and we sent you correspondence requesting that you contact us. We also explained our review of the documentation you submitted. I appreciate you speaking with Claims Service Manager [redacted] about the status of the claim. I understand that Mr. [redacted] is working with you to reach an amicable resolution and that you were advised of the information needed to move forward with your claim. Thank you for bringing your concerns to our attention and for the opportunity to respond to you. Sincerely, [redacted]

November 23, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding your consumer loan.  We strive to provide quality service to our entire membership, and we apologize for any frustration this matter may have caused.  I understand you...

spoke with [redacted] of our staff, who explained that your loan was not adversely reported to the consumer reporting agencies.  Thank you for allowing us to review this situation and to reply to you.  Sincerely,[redacted]

March 3, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your experience in opening a new checking account. Our employees are expected to be courteous and informative, and we regret any frustration this matter has caused you. Thank you...

for speaking with [redacted], of our staff, who reviewed the details of your policy holder auto divided in the amount of $52.23, and advised you that $46.23 was transferred to the checking account ending in 3286 on January 7, 2016, after the request was received on January 5, 2016. [redacted], also of our staff, was unsuccessful in speaking with you to discuss the handling of your checking accounts. However, she did verify that your overdrawn account balance was satisfied on January 11, 2016, and that an official check for the remaining $7.32 credit amount was sent to you in accordance with our business processes. Our records show that you established a new checking account and that the official check was deposited into this account on February 29, 2016. Please note that you would not have been able to establish a checking account with the $7.32 credit as a minimum initial funding deposit of $25.00 is required. Ms. [redacted], your membership and satisfaction is important to us. Should you have any further questions about your experience with the USAA Federal Savings Bank, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

Revdex.com:
Once again, there's a reason I will always be a USAA Member. They go above and beyond every single time. thank you for resolving this.
Regards,
[redacted]

May 28, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) savings account. I regret any frustration this situation caused you. Thank you for speaking with [redacted], of our...

staff, who explained the time frame that the FSB has to investigate a claim of fraud. We thoroughly researched the matter and refunded your account for the transactions in question on May 15, 2015. It is important to know that the FSB adheres to all regulatory guidelines and acts in accordance with our core values of service, loyalty, honesty, and integrity. If you have any further questions, Ms. [redacted] remains available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

July 14, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account. Please accept our condolences on the loss of your father, and I regret any frustration you experienced. 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] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

November 29, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the debit card associated with your USAA Federal Savings Bank (FSB) deposit account. Thank you for speaking with [redacted], of our staff, regarding your...

concerns.  I understand that Ms. [redacted] reviewed the purchase limit on your debit card and the process to request a temporary limit increase.  Please note that you can update your security alert preferences on usaa.com, including your preferred method of contact.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us 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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:On April 15th, I received the attached email for USAA confirming that I was approved for the loan for any amount up to $22,500 at an interest rate of 4.84%. I did borrow an amount less than $22,500, but the rate was changed after the confirmation.  I had spoken on the phone to several USAA employees on the phone, one of which actually confirmed the value of the car I intended to purchase was $14,500. USAA and it's representatives were clearly aware of the amount I intended to borrow. I spoke with at least 3 separate individuals about my loan and the specific amount. None of them advised me that my interest rate would be essentially doubled from the confirmed rate I was sent in the email.  During the conversation when the loan was closed, the USAA representative glossed over the rate doubling and distracted me with other aspects of the closing details. I was deceived and defrauded through a bait-and-switch con game.   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I FEEL IT WAS NOT ACCEPTABLE THAT I WAS LOCKED OUT OF MY ACCOUNT FOR 2 WEEKS.THIS WAS SUCH A INCONVENIENCE AND TOTAL STRESS TO BE PIT THROUGH ALL THIS.EVERY CALL I WAS TOLD YOU CAN'T HELP ME.YOU HELD MY CAR INSURANCE I ASKED CAN YOU MAKE MY PAYMENT WITH MY AVAILABLE FUNDS OR MY INSURANCE WOULD LAST I WAS TOLD YOU CAN'T ACCESS MY ACCOUNT.THE OTHER 2 BANKS HANDLED IT IN 24 HOURS AND USAA TOKK OVER 2 1/2 WEEKS NO MEMBER SHOULD HAVE TO BE SO STRESSED OUT OVER THIS NOT TO MENTION THE INCONVENIENCE