Robert W. Carpenter, Esq.

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]

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]

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]

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]

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]

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]

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 24, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the deposit account activity from December 2014. Thank you for speaking with [redacted], of our staff, who explained that after another review of your situation, you...

will not be liable for the deposit account activity, and you will receive an official check for the funds owed to you. It is important to note that USAA Federal Savings Bank acts in accordance with applicable banking regulations and with our core values of service, loyalty, honesty, and integrity. While we certainly regret any frustration or inconvenience this matter may have caused you, we respectfully reject your unfounded allegations that this was “an inside job.” Ms. [redacted], should you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to review this matter and 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]

[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]

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]

September 29, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding your debit card dispute. Our employees are expected to be helpful and to provide accurate information, and I regret any confusion you experienced. Unfortunately, [redacted],...

of our staff, was unable to follow up with you to discuss her findings and to advise you that a provisional credit of $75.50 was applied to your account on September 21, 2015. Please note that we will continue disputing the charge with the merchant; however, if the merchant responds, you will be required to provide supporting documentation. Should you have further questions or concerns, Ms. [redacted] remains available to assist you and can be reached at [redacted] Thank you for 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]

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]

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]

Complaint: [redacted]
I am rejecting this response because: I don't even know how this transfer happened.  If the transfer to other people takes an extra step then there is no reason that I would have made such mistake and not know about it until almost one month later.
Regards,
[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.

June 29, 2017
Ms. [redacted] Complaint ID #: [redacted]
 Dear Ms. [redacted]:
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).
At the inception of each deposit account, you were provided with the Depository Agreement and...

Disclosures (DAD), which outlines the terms and conditions that govern your deposit accounts. According to the DAD, “you may make up to six withdrawals and/or transfers from savings accounts or money market deposit accounts each monthly statement cycle,” and that the “FSB may…impose a fee for exceeding the limits.” It also indicates that transfers to another of your FSB accounts are limited if made by preauthorized transfer, automatic transfer, telephone, fax, or usaa.com.
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns. Nonetheless, she completed a thorough review of your account and confirmed the fees incurred are in accordance to the DAD. Additionally, the mobile application is not intended to act as a ledger as it does not account for debits that are pending. If you wish to discuss this matter, 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.
complaint solved..thnx Revdex.com
Regards,
[redacted]

July 25, 2017 Staff Sergeant [redacted], ARNGComplaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding duplicate payment attempts from your USAA Federal Savings Bank (FSB) checking account.  We regret any frustration or inconvenience you...

experienced as a result. Thank you for speaking with [redacted], of our staff, who confirmed that the nonsufficient funds fees assessed after the attempted drafts were refunded to your checking account.  You advised Mr. [redacted] that an FSB representative reviewed the account activity with you in detail. If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]