Robert W. Carpenter, Esq.

October 23, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your mortgage applicationIt 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 applicationsI regret any inconvenience you may have experiencedUnfortunately, [redacted] , of our staff, was unable to reach you to discuss the circumstances surrounding the changes to your closing dateI understand that you closed on your mortgage loan on October 2, 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 expiredHowever, we are willing to review any documentation that supports your request for reimbursement for per diem fees that you paidAt your convenience, please contact Ms [redacted] at [redacted] or [redacted] as she remains available to address any concerns you may haveThank you for allowing us to reply to youSincerely, [redacted]

March 3, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your charged-off secured credit card with the USAA Federal Savings Bank (FSB)We strive to provide quality service to our entire membership, and we regret any frustration you might have experiencedThank you for speaking with [redacted] , of our staff, who confirmed that we are accurately reporting the account to the consumer reporting agenciesIn addition, I understand we sent you a letter confirming that the account was paid in full, as you requestedThe FSB acts in accordance with all applicable banking regulations as well as with our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your allegations of wrongdoingIf you have additional questions, Mr [redacted] remains available to assist youWe appreciate you allowing us to reply to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDICOther bank products are issued and serviced by USAA Federal Savings Bank

November 16, 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 balanceUnfortunately, she was unable to reach you by phone to address your concernsIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***

January 18, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the account activity on your checking account with the USAA Federal Savings BankA thorough review of your account activity was completed, and it was determined that the nonsufficient funds (NSF) fee was assessed appropriatelyOur research confirmed that on December 21, 2015, your insurance payment for $was returned due to NSFThe account balance was $132.00; however, there was a pending debit card purchase for $40.83, which reduced the available balance to $As a result, the $payment was returnedThe following day, you deposited a check for $100.00, and a $NSF fee was assessed for the returned insurance paymentAs a courtesy, the fee was refunded [redacted] , of our staff, was unsuccessful in his attempts to reach you to discuss your accountShould you have any additional questions, Mr [redacted] remains available to assist you and can be reached at ( [redacted] Thank you for allowing us to reply to youSincerely, [redacted]

January 3, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your Secured American Express applications with the USAA Savings Bank and I regret any frustration this matter may have caused Unfortunately, [redacted] [redacted] , of our staff, was unsuccessful in her multiple attempts to contact you to discuss your concernsUpon inception of the account, proper disclosures were presented on usaa.com to allow seven to ten business days for delivery after we receive and verify the Certificate of Deposit (CD) was successfully funded On December 17, 2016, the secured credit card was mailed to the address on file and remains active Should 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 Other bank products are issued and serviced by USAA Federal Savings Bank

May 14, 2015 [redacted] Complaint ID #: [redacted] Dear Ms. ***: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). We strive to provide excellent service to our members, and we regret any frustration you experienced. Thank you for... speaking with [redacted] ***, of our staff, about your concerns. I understand that Ms. [redacted] explained the FSB’s policy on holds and our right to collect on a prior debt. As she explained, you may provide a copy of your divorce decree for review to determine whether or not the $237.07 will be returned to you. Should you have any further questions, Ms. [redacted] remains available, and she can be reached at [redacted] 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 would also like to withdrawal my request, as USAA has already handled the situation to my satisfactionIf there is anything else I need to do, please advise Regards, [redacted]

July 14, Sergeant [redacted] * [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

October 19, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] ***: I am responding to your second submission regarding your deposit accounts with the USAA Federal Savings Bank Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We responded to the CFPB on October 14, Thank you for the opportunity to reply Sincerely, [redacted]

January 11, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your loan 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] ***

September 6, Mr [redacted] Complaint ID #: Dear Mr [redacted] : I am responding to your submission regarding your consumer loan, and I regret the frustration you experienced as we strive to provide quality service to our entire membershipYour feedback is appreciated as we are continually seeking ways to improve the way we do business Unfortunately, [redacted] , of our staff, was unable to reach you by phone to address your concernsIf 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 meUSAA has implemented a solution to the issue; requiring days to return funds to my accountI find the delay in returning funds extremely slow and archaic Regards, [redacted]

June 22, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your ability to access your son’s checking account while he is away at basic training Our records confirm that you filed an inquiry with the Office of the Comptroller of the Currency (OCC) We will respond to the OCC accordingly Thank you for the opportunity to reply 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]

May 17, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank 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]

Mr [redacted] * [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the credit card and deposit accounts you hold with the USAA Federal Savings Bank (FSB)We regret the frustration and inconvenience this mater may have caused youOur records reflect that on September 21, 2015, you made a credit card payment, which was funded by your USAA deposit accountAs a result of a system error, on September 30, 2015, the transaction was duplicatedOn October 1, 2015, you contacted the FSB regarding the missing funds from your deposit accountDuring the call, you were advised of the system error, and on the same day, a notice was sent to you explaining the transaction would be correctedHowever, while the funds for the duplicate payment were returned to your deposit account, the duplicate credit was not removed from your credit cardWhile reconciling your credit card account, it was identified that the duplicate credit was not corrected; therefore, on April 14, 2016, it was removedIn addition, as you requested, copies of your credit card statements were mailed to you on May 20, [redacted] , of our FSB staff, was unable to reach you by phone to discuss the details of his findingsNonetheless, if you have additional questions, he remains available to assist youWe appreciate you allowing us to reply to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

June 17, [redacted] I am responding to your second submission regarding the $legal process fee assessed to your checking account with the USAA Federal Savings Bank (FSB)We responded to your complaint on June 4, While we recognize that you disagree, we feel confident that the correct information has been relayed in accordance with the FSB’s Depository Agreement and Disclosures (DAD), which is provided to account holders and available for your review on usaa.comInformation regarding the FSB’s handling of tax withholding orders and other legal process documents can be found in the Legal Process section of the DAD [redacted] , no new information has been presented that would warrant a change in our position or handlingWe appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, [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 will say that this matter was not solved quickly or without extensive stress on myself. Had I not involed the BBB I doubt it would be resolved at this time. The matter took several follow ups and even after Jeffrey got involved and told me it would be taken care of it was not without yet another follow up by myself. I can tell you a customer should never have to work as hard as I did to get the service that was promised. While the matter seems to be resolved my confidence is still very low as I have gotten many notices in the mail with conflicting information regarding the loan and rate. As of today I do see the updated loan rate online, but have yet to receive a hard copy of it. 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. Regards, [redacted] ***

[redacted] I am responding to your submission regarding your Secured Platinum MasterCard with the USAA Federal Savings Bank (FSB). On March 17, 2014, the FSB established a Secured Platinum MasterCard for you, which was... backed by a $300.00 Certificate of Deposit (CD) account. On April 29, 2014, we were notified of your bankruptcy filing and the secured card was charged off. On April 30, 2014, you were advised the CD would be closed after the bankruptcy filing was discharged. On April 12, 2016, your CD was closed and the funds were applied to your account balance. A draft for $109.24 was mailed to your address of record on April 14, 2016. We have also confirmed that the FSB is accurately reporting your account status to the credit reporting agencies. Thank you for allowing us to research this matter and respond to 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.