October 13, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your debit card dispute Thank you for taking the time to speak with [redacted] , of our staff, and confirming this matter was resolvedIf you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
February 13, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding charges made using your USAA Federal Savings Bank debit card I regret any frustration you have experienced due to this matter Thank you for speaking with [redacted] , of our staff, who confirmed that there were no signs of account takeover, your debit card was not counterfeited, and the decision stands that you are liable for charges made with this card I understand that you explained that you kept your Personal Identification Number (PIN) with the card and you did not notify the authorities regarding the situation If you have any additional questions, Mr [redacted] remains available to assist you We thank you for bringing this matter to our attention and allowing us the opportunity to research your concerns and reply Sincerely, [redacted]
October 6, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs***: I am responding to your submission regarding the overdraft fees assessed on your USAA Federal Savings Bank checking account I understand that you communicated by email with *** [redacted] , of our staff, who reviewed your concerns She explained that the overdraft information was provided at the inception of the account in the Depository Agreement Disclosures (DAD), as well as online on usaa.comOne of the $Non Sufficient Funds fees was refunded as a courtesy; however, the other $fee will remain your responsibility If you have any other questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]
August 12, Sergeant First Class [redacted] ***, USA (Ret.) Complaint ID #: [redacted] Dear Sergeant ***: I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank (the FSB) Your concerns were escalated to executive management for further considerationAs an exception, the FSB has agreed to re-amortize the loan once the excess payment is applied to the principal balance Thank you for speaking with [redacted] ***, of our staff, who accommodated your request and discussed the aforementioned with youI hope that your conversation with Mr [redacted] reassured you that your satisfaction is important to usIf you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]
May 18, Private [redacted] , USAR Complaint ID #: [redacted] Dear Private [redacted] : I am responding to your submission regarding your checking account [redacted] , of our staff, reviewed your account activity and, as a result of our investigation, we have determined that you are responsible for the negative account balance and feesThe USAA Federal Savings Bank (FSB) acts in accordance with all banking regulations and with our core values of service, loyalty, honesty, and integrity, and we strongly reject your allegations of wrongdoingShould you have any further questions about this matter, Ms [redacted] remains available to assist you and can be reached at [redacted] or [redacted] ***We appreciate you allowing us to reply to you; however, we respectfully decline your request for reimbursementSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have requested documentation of this checking account.In August, over $in NSF fees were charged to my account without any pending transactions.Over three weeks ago I spoke with a representative and requested all of my accounts to be closed.As of September,they still remain open and accrue NSF fees.I am rejecting USA response because I feel USAA has not tried to resolve this issue,provide documentation or explanationI am requesting a refund for the excessive NSF fees charged by USAA.My accounts remain open to continue to rip me off.I will provide documentation showing each transaction that was rejected when the appropriate amount was available without any pending tranactions Regards, [redacted]
February 8, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding nonsufficient funds fees assessed to your USAA Federal Savings Bank deposit account 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]
January 23, Captain [redacted] ANG Complaint ID #: [redacted] Dear Captain ***: I am responding to your submission regarding your deposit account Thank you for speaking with members of our staff regarding deposit alternatives and our Deposit@Mobile® transaction limits According to the Remote Deposit Capture User Agreement, “We reserve the right to impose limits on the amount(s) and/or number of deposits that you transmit using the Services and to modify such limits from time to time.” We regret any inconvenience this matter may have caused you The check you sent via FedEx posted to your checking account on January 10, I understand you subsequently spoke with [redacted] , of our staff, who accepted your FedEx receipt and issued a refund for the expedited delivery fee as a onetime courtesy 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 14, Mrs [redacted] ***Complaint ID #: [redacted] Dear Mrs***: I am responding to your submission regarding your three October 17, 2016, automobile claimsDue to privacy laws in your state [redacted] , of our staff, reached out to you directly to address your concerns Should you wish to discuss the matter further, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted] ***
Revdex.com: I have reviewed the response *ade by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to *eResolution:Company will clearly add to the pending settlement cash details that transferred funds from one USAA account to another are not settled instantly and are subject to pending cash policies--- Reason for this clarification is not all banks work this way and there was no indication of such language on the website (Example: Bank of America (Transferred funds are not pending)) Note that the penalty was not lifted from *y account; however, I am none the less satisfied as long as the clearly articulate the warnings to future investorsThis has not been completed as to date but I was ensured that it would beRegards, [redacted] ***
December 8, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your checking account with the USAA Federal Savings BankThank you for speaking with [redacted] , of our staff, about your concerns with the hold that was placed on your depositAs she advised, the hold was placed in accordance with the Depository Agreement and Disclosures that was provided to you when you opened the account and is available on usaa.comI understand the hold has been released, and Ms [redacted] temporarily increased your ATM withdrawal limit as you had requestedShould you have any additional questions, Ms [redacted] remains available to assist youI appreciate you allowing us to reply to youSincerely, [redacted]
September 27, Technical Sergeant [redacted] , ANGComplaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your third submission regarding nonsufficient funds (NSF) fees assessed to your USAA Federal Savings Bank (FSB) checking account ending in ***Thank you for speaking with [redacted] , of our FSB staff He attempted to contact you again on September 26, 2017, but was unsuccessful in reaching you Please note that your account statements are available on usaa.com for your review at your convenience Your statements provide documentation of the NSF fees assessed to your account These fees were charged in accordance with the Depository Agreement and Disclosures and the FSB’s Service Fee Schedule, and we must respectfully decline your request for a refundWe appreciate the opportunity to review your concerns again; however, we consider this matter closed Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: this is inaccurate informationI was advised several times that there was no block on my card due to fraud activity and several times I was advised that my card would be working for meApparently they didn't even take the time to review the phone calls I had with USAA and the numerous inaccurate responses I was givenA manager I requested to speak with advised this was a D block placed on my card in error and it would be lifted in 24-hoursI attempted to use my debit card for the following days and it never workedI finally reached one representative who was able to contact the correct department after phone calls to have this fixedIt should not take phone calls for these representatives to fix my cardI was at military training for weeks, hence why I was never able to pick up my phone or call these individuals back while they were in the officeUSAA's response obviously shows that they are trying to make this look like a very simple fraud block situationExcuse meI work at a bank in customer serviceThis was not an ordinary fraudulent activity block, several representatives did attempt to verify my transactions and pre-authorize my attempts but the pre-authorizations did not work and the fraud department advised me over and over that there were no blocks on my card and I was continuously transferred back and forth between the credit card department and the fraud departmentClearly this company does not care and does not take the appropriate measures to fix their training or fix any possible technical issues they were havingIt was an awful customer experience and unacceptableIf they reviewed my phone calls, which they clearly didn't, they would understand why I am so upset about this Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:USAA declines to inform us about my wife's account This whole problem started from that account and more information is needed to correct the issue A number of representatives stated the problem was a computer error Also, it was my wife, not myself, that recieved a letter about paying the negative balance With USAA's policy, I should have been the one to recieve the letter of fixing the situation There are too many things going unanswered and I feel, it is to protect their own people Also, my wife's account was in the process of closing, but it was reopened because of this situation There was no middle ground when fixing this problem USAA felt everything was my fault, when I was admitted at the VA mental hospital USAA gave me no chance to work out a payment plan or form any other positive soultions I have repeatedly told USAA I am on a fix income from my disability and cannot pay the whole amount, at one time Still, USAA felt I was in the wrong and did not seem to care about any or what I was going through As for not being able to get a hold of me This is not true It was I who had a hard time getting a hold of select people from, USAA I have left messages and proper call back numbers USAA also has my proper mailing address and information, to get a hold of me Again, I have made the attempts If this situation cannot be handled in a better manner, I will leave I will close out all my accounts, renters, and car insurances Regards, [redacted] ***
April 11, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your closed Home Equity loan Thank you for speaking with [redacted] , of our staff, who explained the request for payment was sent in errorIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
October 18, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your loan applications Thank you for speaking with [redacted] , of our staff, who addressed your concernsPlease know that USAA does not offer a debt consolidation program; therefore, you would need to qualify per your credit historyAdditionally, we are unable to remove the credit inquiries as you authorized them upon applyingIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
February 7, Mrs [redacted] ***Complaint ID #: [redacted] Dear Mrs***: I am responding to your submission regarding your joint deposit account with the USAA Federal Savings Bank We take all matters of fraud very seriously, and our decisions are not made without thorough consideration I understand you spoke with [redacted] , of our staff, who discussed the outcome of the fraud investigation Following a review of the account activity, we determined you and the joint account holder would remain responsible for the negative balance of the checking account as the joint account holder engaged in the scam activity If you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted] ***
October 11, Mr [redacted] Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding two disability check deposits that occurred after your USAA Federal Savings Bank (FSB) account was closed Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will respond to the CFPB accordingly We appreciate you allowing us to reply to you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The original claim was for the bumper and the undercarriage The secondary claim was for the door However USAA repaired the door and did not inspect the front end or the undercarriage However, I met with the USAA appraiser 10/17/and he stated that the bumper and strut was related to the original claim, and had to approve re-work on the right door due to poor workmanship and parts left loose Because of safety issues, he placed me in a rental car and now Service King is working on my car.But I do not agree another claim should be placed since I did not have two incidents, and the first claim was never addressed Regards, [redacted] ***
October 13, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your debit card dispute Thank you for taking the time to speak with [redacted] , of our staff, and confirming this matter was resolvedIf you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
February 13, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding charges made using your USAA Federal Savings Bank debit card I regret any frustration you have experienced due to this matter Thank you for speaking with [redacted] , of our staff, who confirmed that there were no signs of account takeover, your debit card was not counterfeited, and the decision stands that you are liable for charges made with this card I understand that you explained that you kept your Personal Identification Number (PIN) with the card and you did not notify the authorities regarding the situation If you have any additional questions, Mr [redacted] remains available to assist you We thank you for bringing this matter to our attention and allowing us the opportunity to research your concerns and reply Sincerely, [redacted]
October 6, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs***: I am responding to your submission regarding the overdraft fees assessed on your USAA Federal Savings Bank checking account I understand that you communicated by email with *** [redacted] , of our staff, who reviewed your concerns She explained that the overdraft information was provided at the inception of the account in the Depository Agreement Disclosures (DAD), as well as online on usaa.comOne of the $Non Sufficient Funds fees was refunded as a courtesy; however, the other $fee will remain your responsibility If you have any other questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]
August 12, Sergeant First Class [redacted] ***, USA (Ret.) Complaint ID #: [redacted] Dear Sergeant ***: I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank (the FSB) Your concerns were escalated to executive management for further considerationAs an exception, the FSB has agreed to re-amortize the loan once the excess payment is applied to the principal balance Thank you for speaking with [redacted] ***, of our staff, who accommodated your request and discussed the aforementioned with youI hope that your conversation with Mr [redacted] reassured you that your satisfaction is important to usIf you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]
May 18, Private [redacted] , USAR Complaint ID #: [redacted] Dear Private [redacted] : I am responding to your submission regarding your checking account [redacted] , of our staff, reviewed your account activity and, as a result of our investigation, we have determined that you are responsible for the negative account balance and feesThe USAA Federal Savings Bank (FSB) acts in accordance with all banking regulations and with our core values of service, loyalty, honesty, and integrity, and we strongly reject your allegations of wrongdoingShould you have any further questions about this matter, Ms [redacted] remains available to assist you and can be reached at [redacted] or [redacted] ***We appreciate you allowing us to reply to you; however, we respectfully decline your request for reimbursementSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: it contains no information about how USAA plans to a dress the issues Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I have requested documentation of this checking account.In August, over $in NSF fees were charged to my account without any pending transactions.Over three weeks ago I spoke with a representative and requested all of my accounts to be closed.As of September,they still remain open and accrue NSF fees.I am rejecting USA response because I feel USAA has not tried to resolve this issue,provide documentation or explanationI am requesting a refund for the excessive NSF fees charged by USAA.My accounts remain open to continue to rip me off.I will provide documentation showing each transaction that was rejected when the appropriate amount was available without any pending tranactions Regards, [redacted]
February 8, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding nonsufficient funds fees assessed to your USAA Federal Savings Bank deposit account 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]
January 23, Captain [redacted] ANG Complaint ID #: [redacted] Dear Captain ***: I am responding to your submission regarding your deposit account Thank you for speaking with members of our staff regarding deposit alternatives and our Deposit@Mobile® transaction limits According to the Remote Deposit Capture User Agreement, “We reserve the right to impose limits on the amount(s) and/or number of deposits that you transmit using the Services and to modify such limits from time to time.” We regret any inconvenience this matter may have caused you The check you sent via FedEx posted to your checking account on January 10, I understand you subsequently spoke with [redacted] , of our staff, who accepted your FedEx receipt and issued a refund for the expedited delivery fee as a onetime courtesy 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 14, Mrs [redacted] ***Complaint ID #: [redacted] Dear Mrs***: I am responding to your submission regarding your three October 17, 2016, automobile claimsDue to privacy laws in your state [redacted] , of our staff, reached out to you directly to address your concerns Should you wish to discuss the matter further, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted] ***
Revdex.com: I have reviewed the response *ade by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to *eResolution:Company will clearly add to the pending settlement cash details that transferred funds from one USAA account to another are not settled instantly and are subject to pending cash policies--- Reason for this clarification is not all banks work this way and there was no indication of such language on the website (Example: Bank of America (Transferred funds are not pending)) Note that the penalty was not lifted from *y account; however, I am none the less satisfied as long as the clearly articulate the warnings to future investorsThis has not been completed as to date but I was ensured that it would beRegards, [redacted] ***
December 8, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your checking account with the USAA Federal Savings BankThank you for speaking with [redacted] , of our staff, about your concerns with the hold that was placed on your depositAs she advised, the hold was placed in accordance with the Depository Agreement and Disclosures that was provided to you when you opened the account and is available on usaa.comI understand the hold has been released, and Ms [redacted] temporarily increased your ATM withdrawal limit as you had requestedShould you have any additional questions, Ms [redacted] remains available to assist youI appreciate you allowing us to reply to youSincerely, [redacted]
September 27, Technical Sergeant [redacted] , ANGComplaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your third submission regarding nonsufficient funds (NSF) fees assessed to your USAA Federal Savings Bank (FSB) checking account ending in ***Thank you for speaking with [redacted] , of our FSB staff He attempted to contact you again on September 26, 2017, but was unsuccessful in reaching you Please note that your account statements are available on usaa.com for your review at your convenience Your statements provide documentation of the NSF fees assessed to your account These fees were charged in accordance with the Depository Agreement and Disclosures and the FSB’s Service Fee Schedule, and we must respectfully decline your request for a refundWe appreciate the opportunity to review your concerns again; however, we consider this matter closed Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: this is inaccurate informationI was advised several times that there was no block on my card due to fraud activity and several times I was advised that my card would be working for meApparently they didn't even take the time to review the phone calls I had with USAA and the numerous inaccurate responses I was givenA manager I requested to speak with advised this was a D block placed on my card in error and it would be lifted in 24-hoursI attempted to use my debit card for the following days and it never workedI finally reached one representative who was able to contact the correct department after phone calls to have this fixedIt should not take phone calls for these representatives to fix my cardI was at military training for weeks, hence why I was never able to pick up my phone or call these individuals back while they were in the officeUSAA's response obviously shows that they are trying to make this look like a very simple fraud block situationExcuse meI work at a bank in customer serviceThis was not an ordinary fraudulent activity block, several representatives did attempt to verify my transactions and pre-authorize my attempts but the pre-authorizations did not work and the fraud department advised me over and over that there were no blocks on my card and I was continuously transferred back and forth between the credit card department and the fraud departmentClearly this company does not care and does not take the appropriate measures to fix their training or fix any possible technical issues they were havingIt was an awful customer experience and unacceptableIf they reviewed my phone calls, which they clearly didn't, they would understand why I am so upset about this Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:USAA declines to inform us about my wife's account This whole problem started from that account and more information is needed to correct the issue A number of representatives stated the problem was a computer error Also, it was my wife, not myself, that recieved a letter about paying the negative balance With USAA's policy, I should have been the one to recieve the letter of fixing the situation There are too many things going unanswered and I feel, it is to protect their own people Also, my wife's account was in the process of closing, but it was reopened because of this situation There was no middle ground when fixing this problem USAA felt everything was my fault, when I was admitted at the VA mental hospital USAA gave me no chance to work out a payment plan or form any other positive soultions I have repeatedly told USAA I am on a fix income from my disability and cannot pay the whole amount, at one time Still, USAA felt I was in the wrong and did not seem to care about any or what I was going through As for not being able to get a hold of me This is not true It was I who had a hard time getting a hold of select people from, USAA I have left messages and proper call back numbers USAA also has my proper mailing address and information, to get a hold of me Again, I have made the attempts If this situation cannot be handled in a better manner, I will leave I will close out all my accounts, renters, and car insurances Regards, [redacted] ***
April 11, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your closed Home Equity loan Thank you for speaking with [redacted] , of our staff, who explained the request for payment was sent in errorIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
October 18, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your loan applications Thank you for speaking with [redacted] , of our staff, who addressed your concernsPlease know that USAA does not offer a debt consolidation program; therefore, you would need to qualify per your credit historyAdditionally, we are unable to remove the credit inquiries as you authorized them upon applyingIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
February 7, Mrs [redacted] ***Complaint ID #: [redacted] Dear Mrs***: I am responding to your submission regarding your joint deposit account with the USAA Federal Savings Bank We take all matters of fraud very seriously, and our decisions are not made without thorough consideration I understand you spoke with [redacted] , of our staff, who discussed the outcome of the fraud investigation Following a review of the account activity, we determined you and the joint account holder would remain responsible for the negative balance of the checking account as the joint account holder engaged in the scam activity If you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted] ***
October 11, Mr [redacted] Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding two disability check deposits that occurred after your USAA Federal Savings Bank (FSB) account was closed Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will respond to the CFPB accordingly We appreciate you allowing us to reply to you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The original claim was for the bumper and the undercarriage The secondary claim was for the door However USAA repaired the door and did not inspect the front end or the undercarriage However, I met with the USAA appraiser 10/17/and he stated that the bumper and strut was related to the original claim, and had to approve re-work on the right door due to poor workmanship and parts left loose Because of safety issues, he placed me in a rental car and now Service King is working on my car.But I do not agree another claim should be placed since I did not have two incidents, and the first claim was never addressed Regards, [redacted] ***