June 22, [redacted] Dear Mr***: I am responding to your submission regarding your request for check images from your USAA Federal Savings Bank (FSB) checking accountThank you for sharing your experience, and your feedback has been shared with the appropriate partiesPlease note that according to the Service Fee Schedule located within the Depository Agreement and Disclosures (DAD) which is provided to all accountholders and available on usaa.com, USAA charges a $photocopy fee for each checkIt also indicates that free copies are available online if within daysThank you for speaking with [redacted] , of our FSB staff, who explained he refunded the $fee as a courtesy and confirmed that the check copies are available for your reference on usaa.comThe FSB follows the DAD and all regulations and acts in accordance with our core values of service, loyalty, honesty and integrity, and we respectfully disagree with your allegations of wrongdoingShould you have any further questions, Mr [redacted] remains available and can be reached at [redacted] Thank you for allowing us to reply to youSincerely, [redacted] ***
March 15, [redacted] Complaint ID #: [redacted] Dear Mr [redacted] I am responding to your submission regarding your loan payments Our employees are expected to handle matters in a timely manner, and I am sorry for the frustration and inconvenience you experienced Thank you for speaking with [redacted] , of our staff, who verified that your February payments have been applied to each loan, that we waived a late fee, and that no adverse reporting was made to the consumer reporting agencies for the February loan paymentsWe respectfully decline your request for compensation If you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]
April 12, Specialist [redacted] ***, USAR Complaint ID #: [redacted] Dear Specialist ***: I am responding to your submission regarding an account with the USAA Savings Bank I understand [redacted] , of our staff, contacted you and advised that we are continuing to review this matterWe will follow up with you directly once our review is complete 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
December 28, Master Sergeant [redacted] ***, USAF Complaint ID #: [redacted] Dear Sergeant ***: I am responding to your submission regarding the official check issued from your account While we regret the frustration this situation has caused, [redacted] , of our staff, contacted you and confirmed the process to place a stop payment on the checkIf you have additional questions, Ms [redacted] remains available to assist you at (***) ***-USAA (***) or (***) ***-***, Extension *** We appreciate you allowing us to reply to you Sincerely, [redacted]
March 8, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your second submission regarding your deposit account with the USAA Federal Savings Bank (FSB) We thoroughly reviewed your concerns and confirmed that you remain liable for the outstanding balance associated with the charged off account; hence, a correction is not justifiedThe fraud claim submitted on February 28, 2017, for transactions assessed to the debit card ending in in September 2016, has been deniedAccording to the FSB’s Depository Agreement and Disclosures, which is provided to all account holders and is available on usaa.com, “Tell FSB AT ONCE if your statement shows transfers that you did not make, including those made by card, code, or other meansIf you do not tell FSB within days after the statement was mailed to you, you may not get back any money you lost ” While we recognize that you disagree, we feel confident that the correct decision has been madeNo new information has been presented that would warrant a change in our positionWe appreciate the opportunity to review your concerns once again; however, we consider this matter closed Sincerely, [redacted]
October 13, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] ***: I am responding to your second submission regarding your accounts Thank you for speaking with [redacted] ***, of our staff, who confirmed that our decision standsWhile we recognize that you disagree, we feel confident that the correct decision has been madeNo new information has been presented that would warrant a change in our position We appreciate the opportunity to review your concerns again; however, we consider this matter closed 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.USAA's timeline is correctHowever, as noted in earlier communications, the issue is that the "On Line Payment" feature on the USAA website did not populate with the correct (final) amount for the monthly bill (including the last day's charges), even though I viewed the final bill just before initiating the on line payment There is a flaw in the On Line Payment feature which causes the "pay recent bill in full" option amount to not include the charges in the last day of the billing cycle, after the monthly bill has been posted To avoid such charges in the future, I will choose to pay my bills on the "bill due" date as opposed to the day the bill is published.I appreciate the Revdex.com help in this matter, as I was and am still unable to find any one in USAA who would acknowledge that if the on line payment option does not populate with the correct amount, then USAA is also partly responsible for the issue I experienced I have since experienced other computer glitches with the USAA website which reinforces my belief that a computer glitch was responsible with the on line payment amount being populated with the wrong amount Regards, [redacted] ***
January 23, Sergeant [redacted] ***, ARNG (Ret.)Complaint ID #: [redacted] Dear Sergeant ***: I am responding to your second submission regarding your deposit accountWe responded to your complaint on January 15, A thorough review of your statements for the past months was completed, and we found no evidence to support the amount you allege is missing No new information has been presented that would warrant a change in our position We appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I still did not get an answer to my first inquiryI asked back at the end of December for someone to review the tapes from September to hear what I heardI don't expect you to find any records because I have already spoken with the other representative who told me the exact same thingYou are not providing me with anything newI left a message for mr [redacted] as well as [redacted] What else can I doMy issue began in and I asked at someone review the phone call to provide proof of what I heard and my understanding about how to resolve the matter so that it did not go into a charge off or collection statusI am sorry that I am not able to provide you with any new information because I have not received the results from my request from If USAA will not assist me with this matter I will just continue up the chainWhat else can I do.Thank you 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] ***
August 28, [redacted] Dear Mr [redacted] : I am responding to your submission regarding the status of your account with the USAA Federal Savings Bank (FSB)I apologize for the frustration and inconvenience this matter has caused you as we make every effort to ensure our members’ accounts are serviced and maintained efficiently and accuratelyA thorough review determined that in November 2014, we received a call from a third-party who incorrectly advised us of your passingOur attempts to validate this information with Mrs [redacted] by telephone and mail were unsuccessfulWe have since updated our records and sent a request to the credit reporting agencies regarding the deceased reporting status since November Please allow up to days for this update to be reflected on your credit reportThank you for allowing us to address this situationI hope you found your conversation with [redacted] , of our staff, responsive to your concernsWhile we regret any difficulties you encountered, we respectfully decline your request for monetary compensationShould you have any additional questions, Mr [redacted] remains available to assist youSincerely, [redacted]
June 15, Staff Sergeant [redacted] , USAF Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank and I regret any frustration this matter may have caused Thank you for speaking with [redacted] ***, of our staff, who discussed your concerns I hope that your conversation with Mr [redacted] reassured you that your satisfaction is important to us; however, if you have additional questions, he remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]
October 24, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: 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) servicesThe DAD states, “FSB will hold the funds for up to seven business days from the date of depositIn 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 longThis 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 appropriateFurthermore, 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, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: 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 *** 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] ***
June 22, [redacted] Dear Mr***: I am responding to your submission regarding your request for check images from your USAA Federal Savings Bank (FSB) checking accountThank you for sharing your experience, and your feedback has been shared with the appropriate partiesPlease note that according to the Service Fee Schedule located within the Depository Agreement and Disclosures (DAD) which is provided to all accountholders and available on usaa.com, USAA charges a $photocopy fee for each checkIt also indicates that free copies are available online if within daysThank you for speaking with [redacted] , of our FSB staff, who explained he refunded the $fee as a courtesy and confirmed that the check copies are available for your reference on usaa.comThe FSB follows the DAD and all regulations and acts in accordance with our core values of service, loyalty, honesty and integrity, and we respectfully disagree with your allegations of wrongdoingShould you have any further questions, Mr [redacted] remains available and can be reached at [redacted] Thank you for allowing us to reply to youSincerely, [redacted] ***
March 15, [redacted] Complaint ID #: [redacted] Dear Mr [redacted] I am responding to your submission regarding your loan payments Our employees are expected to handle matters in a timely manner, and I am sorry for the frustration and inconvenience you experienced Thank you for speaking with [redacted] , of our staff, who verified that your February payments have been applied to each loan, that we waived a late fee, and that no adverse reporting was made to the consumer reporting agencies for the February loan paymentsWe respectfully decline your request for compensation If you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]
April 12, Specialist [redacted] ***, USAR Complaint ID #: [redacted] Dear Specialist ***: I am responding to your submission regarding an account with the USAA Savings Bank I understand [redacted] , of our staff, contacted you and advised that we are continuing to review this matterWe will follow up with you directly once our review is complete 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
December 28, Master Sergeant [redacted] ***, USAF Complaint ID #: [redacted] Dear Sergeant ***: I am responding to your submission regarding the official check issued from your account While we regret the frustration this situation has caused, [redacted] , of our staff, contacted you and confirmed the process to place a stop payment on the checkIf you have additional questions, Ms [redacted] remains available to assist you at (***) ***-USAA (***) or (***) ***-***, Extension *** We appreciate you allowing us to reply to you Sincerely, [redacted]
March 8, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your second submission regarding your deposit account with the USAA Federal Savings Bank (FSB) We thoroughly reviewed your concerns and confirmed that you remain liable for the outstanding balance associated with the charged off account; hence, a correction is not justifiedThe fraud claim submitted on February 28, 2017, for transactions assessed to the debit card ending in in September 2016, has been deniedAccording to the FSB’s Depository Agreement and Disclosures, which is provided to all account holders and is available on usaa.com, “Tell FSB AT ONCE if your statement shows transfers that you did not make, including those made by card, code, or other meansIf you do not tell FSB within days after the statement was mailed to you, you may not get back any money you lost ” While we recognize that you disagree, we feel confident that the correct decision has been madeNo new information has been presented that would warrant a change in our positionWe appreciate the opportunity to review your concerns once again; however, we consider this matter closed Sincerely, [redacted]
October 13, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] ***: I am responding to your second submission regarding your accounts Thank you for speaking with [redacted] ***, of our staff, who confirmed that our decision standsWhile we recognize that you disagree, we feel confident that the correct decision has been madeNo new information has been presented that would warrant a change in our position We appreciate the opportunity to review your concerns again; however, we consider this matter closed 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.USAA's timeline is correctHowever, as noted in earlier communications, the issue is that the "On Line Payment" feature on the USAA website did not populate with the correct (final) amount for the monthly bill (including the last day's charges), even though I viewed the final bill just before initiating the on line payment There is a flaw in the On Line Payment feature which causes the "pay recent bill in full" option amount to not include the charges in the last day of the billing cycle, after the monthly bill has been posted To avoid such charges in the future, I will choose to pay my bills on the "bill due" date as opposed to the day the bill is published.I appreciate the Revdex.com help in this matter, as I was and am still unable to find any one in USAA who would acknowledge that if the on line payment option does not populate with the correct amount, then USAA is also partly responsible for the issue I experienced I have since experienced other computer glitches with the USAA website which reinforces my belief that a computer glitch was responsible with the on line payment amount being populated with the wrong amount Regards, [redacted] ***
January 23, Sergeant [redacted] ***, ARNG (Ret.)Complaint ID #: [redacted] Dear Sergeant ***: I am responding to your second submission regarding your deposit accountWe responded to your complaint on January 15, A thorough review of your statements for the past months was completed, and we found no evidence to support the amount you allege is missing No new information has been presented that would warrant a change in our position We appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I still did not get an answer to my first inquiryI asked back at the end of December for someone to review the tapes from September to hear what I heardI don't expect you to find any records because I have already spoken with the other representative who told me the exact same thingYou are not providing me with anything newI left a message for mr [redacted] as well as [redacted] What else can I doMy issue began in and I asked at someone review the phone call to provide proof of what I heard and my understanding about how to resolve the matter so that it did not go into a charge off or collection statusI am sorry that I am not able to provide you with any new information because I have not received the results from my request from If USAA will not assist me with this matter I will just continue up the chainWhat else can I do.Thank you 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] ***
August 28, [redacted] Dear Mr [redacted] : I am responding to your submission regarding the status of your account with the USAA Federal Savings Bank (FSB)I apologize for the frustration and inconvenience this matter has caused you as we make every effort to ensure our members’ accounts are serviced and maintained efficiently and accuratelyA thorough review determined that in November 2014, we received a call from a third-party who incorrectly advised us of your passingOur attempts to validate this information with Mrs [redacted] by telephone and mail were unsuccessfulWe have since updated our records and sent a request to the credit reporting agencies regarding the deceased reporting status since November Please allow up to days for this update to be reflected on your credit reportThank you for allowing us to address this situationI hope you found your conversation with [redacted] , of our staff, responsive to your concernsWhile we regret any difficulties you encountered, we respectfully decline your request for monetary compensationShould you have any additional questions, Mr [redacted] remains available to assist youSincerely, [redacted]
June 15, Staff Sergeant [redacted] , USAF Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank and I regret any frustration this matter may have caused Thank you for speaking with [redacted] ***, of our staff, who discussed your concerns I hope that your conversation with Mr [redacted] reassured you that your satisfaction is important to us; however, if you have additional questions, he remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]
October 24, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: 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) servicesThe DAD states, “FSB will hold the funds for up to seven business days from the date of depositIn 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 longThis 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 appropriateFurthermore, 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, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: 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 *** 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] ***