Tell us why here...July 31, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding the bankruptcy filing as it relates to your daughter’s loan Thank you for speaking with [redacted] , of our staff, who thoroughly reviewed your concernsAs she confirmed, the information provided to you was accurate and the loan was appropriately charged off as part of the bankruptcySince the loan amount was subsequently satisfied, Ms [redacted] has submitted a request to have the adverse information removed from your daughter’s credit reportWe ask that you allow to days for the information to be updated with the consumer reporting agencies If you have additional questions, Ms [redacted] remains available to assist youWe appreciate the opportunity to reply to you Sincerely, [redacted]
November 29, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding the misapplied payments on your mortgage loan currently serviced by [redacted] I regret any frustration you have experienced as we strive to provide quality service to our entire membership When we discover that matters have not been handled to a member’s satisfaction, we appreciate the opportunity to review our actions and to resolve the situation, as you allowed us to doAfter a thorough investigation of your concerns, our records indicate that a reimbursement of $2,was credited to your USAA checking account on November 21, Additionally, [redacted] has confirmed that a $principal payment was applied to your mortgage on October 13, They have agreed to return those funds; hence, a reimbursement for that payment is forthcomingWe were unsuccessful in our attempts to reach you by phone to advise you of our actionsNonetheless, should there be additional questions regarding this matter, please contact [redacted] l at (***) ***-USAA (***) or (***) ***-***, Extension *** We appreciate the opportunity to review this matter and to respond to you Sincerely, [redacted]
September 25, [redacted] Dear Mr***: I am responding to your submission about the handling of your debit card dispute with the USAA Federal Savings BankI regret any frustration you have experiencedThank you for speaking with [redacted] , of our staff, about the matterI understand that Mr [redacted] advised a permanent credit of $would be applied to your checking account and that the remaining balance would be mailed to youShould you have any further concerns, Mr [redacted] can be reached at [redacted] We appreciate the opportunity to reply to youSincerely, [redacted]
January 24, Major [redacted] , USAF Complaint ID #: [redacted] Dear Major [redacted] : I am responding to your submission regarding the use of your debit card Unfortunately, [redacted] , of our staff, was unable to reach you by phone to address your concernsAfter a thorough review of your account, we were unable to validate any declined transactions or unauthorized activity alerts for the past daysNonetheless, as CyberCode Text is not provided for international numbers, please consider enrolling for the CyberCode TokenIf you have additional questions or wish to discuss this matter, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
December 14, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding insufficient funds (NSF) fees charged on your USAA Federal Savings Bank deposit account Thank you for speaking with [redacted] , of our staff, who explained that due to a hold on your mobile deposit, funds were not available when an attempt to debit the account was made, and an NSF fee was assessed When the merchant attempted to debit the account again, it was again declined for NSF As Ms [redacted] advised, previous account activity attributed to your deposit hold I understand that you acknowledged that as a courtesy, NSF refunds were honored on your account recently, and no additional NSF fees will be refundedIf you have any other questions, Ms [redacted] remains available to assist you We appreciate the opportunity to reply to you Sincerely, [redacted]
December 24, [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your mortgage loan with the USAA Federal Savings BankWe regret that we did not meet your service expectations and for the frustration you experienced during the processing of your mortgage loanThank you for speaking with [redacted] ***, of our staff, who confirmed that you were able to close on the mortgage loan on December 15, If you have any additional questions, Ms [redacted] remains available to assist youI appreciate you allowing us to reply to youSincerely, [redacted]
May 22, [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your second submission regarding your auto loan with the USAA Federal Savings BankWe responded to your complaint on May 15, 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 again; however, we consider this matter closedSincerely, [redacted] ***
October 13, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your checking account and service experience with the USAA Federal Savings Bank (FSB) Thank you for speaking with [redacted] , of our FSB staff, who assisted you in setting up your account’s overdraft protection and who refunded the $nonsufficient funds fee as a courtesy Ms [redacted] was able to confirm that in June 2015, your account’s overdraft protection was changed on usaa.com using your confidential lcredentials Feedback about your situation has been shared appropriately, and we have verified that the “warning” you received during the telephone call was a request to keep the conversation professional Should you have any questions, Ms [redacted] remains available to assist you and can be reached at [redacted] or [redacted] , Extension Thank you for allowing us to reply to you Sincerely, [redacted]
September 20, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] I am responding to your submission regarding emails you’ve received After a thorough review of your account, [redacted] , of our staff, confirmed that on October 30, 2015, your membership was established using your personally identifiable information; however, no products have been openedShe also determined the emails you received were phishing emails and not from *** Unfortunately, Ms [redacted] was unable to reach you by phone to address your concernsIf you have additional questions or wish to discuss this matter, Ms [redacted] remains available to assist you and can be reached at (***) ***- [redacted] (***) or (***) ***-***, Extension *** We appreciate you allowing us to reply to you Sincerely, [redacted] ***
April 24, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your deposit account Thank you for speaking with Linda ***, of our staff, who accommodated your requestIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
October 29, 2015Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] :I am responding to your second submission regarding your debit card disputes.We responded to your complaint on October 15, While we recognize that you disagree, we feel confident that the correct decision has been made No new information has been presented that would warrant a change in our position In addition, we notified you in writing about our position on October 22, 2015, regarding your disputes for the company you recently mentionedWe appreciate the opportunity to review your concerns again; however, we consider this matter closed.Sincerely, [redacted]
June 15, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your deposit accountsI regret any frustration this situation may have caused you Unfortunately, [redacted] ***, of our staff, was unable to contact you by phone to address your concernsNonetheless, he completed a thorough review of your accountOur records show that there were no returned paymentsIf you have additional questions or wish to provide more information on which payments did not process, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:o it's possible to physically swipe my card from 300+ miles away? And when someone calls and says "I did not do this! Don't let any more charges go through" really wanted charges to go through? it seems like anyone with half a brain could answer "no" to both of those You failed any kind of due diligence, you failed to protect your customer, you failed to honor a veteran, and you failed to live up to the standards you swear you have You say that I can talk to this person, yet I called times and no one would give me a numberI was hung up onI was transferred to every corner of every department, but always told that I couldn't have a number So yet again, you're lyingyou deserve to be sued Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:USAA still needs to respond with the facts and truth Its not up to you to close the caseI asked for underwriting /and or banking personal to contact me, so far no-one has not I need to discuss my personal concerns with the person(s) who reviewed my application the first time and the second time when the retirement income was added That has been my request from the beginning and its my right to speak with the personnel involved Regards, *** [redacted]
October 17, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] ***: I am responding to your submission regarding a mortgage loan Thank you for speaking with [redacted] ***, of our staff, who addressed your concernsOur records show that the initial disclosures issued for your loan stated the type of loan was not serviced at USAA and would be assigned, sold, or transferred to a third party for servicingAdditionally, the final closing package indicated the third party would be U.SBankPlease know that the USAA Federal Savings Bank follows all banking regulations and acts in accordance with our core values of service, loyalty, honesty, and integrityIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
December 30, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank As Renee Quintanilla, of our staff, advised you, credits for the fraudulent transactions were applied to your account on November 18, Should you have further questions, Ms [redacted] remains available to assist you Thank you for allowing us to reply to you Sincerely, [redacted]
Tell us why here...February 17, [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding the duplicate debit for $involving your checking account ending in with the USAA Federal Savings Bank (FSB)We regret the inconvenience this matter caused youOur records reflect that in May 2015, you scheduled a recurring electronic funds transfer to be sent from your FSB checking account [redacted] to an external accountOn February 1, 2016, two transactions for the same amount debited your accountThe duplicate transaction was reversed on February 11, 2016, and a refund for the $overdraft fee assessed to the account was also issued [redacted] , of our staff, was unable to reach you to discuss your accountIf you have additional questions, she remains available to assist youWe appreciate you allowing us to reply to youSincerely, [redacted]
December 15, 2015Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding holds on your deposits We regret any frustration or inconvenience you have experienced, and we appreciate the opportunity to clarify our actions The USAA Federal Savings Bank (FSB) acts and handles deposits in accordance with the FSB’s Depository Agreement and Disclosures (DAD), which is provided to all account holders at account opening and is available for your review on usaa.com The DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as Deposit@Mobile®, for up to seven business days from the date of deposit In some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant [redacted] , of our staff, was unsuccessful in speaking with you by telephone to discuss your concerns with you Please note that future deposits may be subject to holds; however, deposit options that are not subject to holds are direct deposits and wire transactions Should you have any further questions, Ms [redacted] remains available to assist you Thank you for allowing us to reply to you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I was told repeatedly I would receive the coverage before signing, then you did not inform me I was signing something different than what we had discussedAt no point was I informed I did not receive the coverage after being told repeatedly I would receive itI was lied to and tricked I told signing something under the impression I was receiving what I had asked forI not only again request this get fixed but now would also like the whole loan removed as it would've been had I received the coverage I was promisedThanks Regards, [redacted]
January 27, Major [redacted] , USA (Ret.)Complaint ID #: [redacted] Dear Major [redacted] : I am responding to your submission regarding your Brokerage account with USAAThe securities that you referred to in your statement remained in your USAA Brokerage IRA account at all times As we stated in our January 5, 2017, letter to you, in relevant part, “In order to make a withdrawal from your account or place a sale or redemption trade in your account you will need to contact a USAA Member Service Representative at ***-***-USAA (***).” However, we understand that you have initiated a full account transfer to another Brokerage firm, which is currently in progress Please contact the receiving firm regarding your securities and any future transactionsWe appreciate you allowing us to reply to you Sincerely, [redacted] ***
Tell us why here...July 31, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding the bankruptcy filing as it relates to your daughter’s loan Thank you for speaking with [redacted] , of our staff, who thoroughly reviewed your concernsAs she confirmed, the information provided to you was accurate and the loan was appropriately charged off as part of the bankruptcySince the loan amount was subsequently satisfied, Ms [redacted] has submitted a request to have the adverse information removed from your daughter’s credit reportWe ask that you allow to days for the information to be updated with the consumer reporting agencies If you have additional questions, Ms [redacted] remains available to assist youWe appreciate the opportunity to reply to you Sincerely, [redacted]
November 29, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding the misapplied payments on your mortgage loan currently serviced by [redacted] I regret any frustration you have experienced as we strive to provide quality service to our entire membership When we discover that matters have not been handled to a member’s satisfaction, we appreciate the opportunity to review our actions and to resolve the situation, as you allowed us to doAfter a thorough investigation of your concerns, our records indicate that a reimbursement of $2,was credited to your USAA checking account on November 21, Additionally, [redacted] has confirmed that a $principal payment was applied to your mortgage on October 13, They have agreed to return those funds; hence, a reimbursement for that payment is forthcomingWe were unsuccessful in our attempts to reach you by phone to advise you of our actionsNonetheless, should there be additional questions regarding this matter, please contact [redacted] l at (***) ***-USAA (***) or (***) ***-***, Extension *** We appreciate the opportunity to review this matter and to respond to you Sincerely, [redacted]
September 25, [redacted] Dear Mr***: I am responding to your submission about the handling of your debit card dispute with the USAA Federal Savings BankI regret any frustration you have experiencedThank you for speaking with [redacted] , of our staff, about the matterI understand that Mr [redacted] advised a permanent credit of $would be applied to your checking account and that the remaining balance would be mailed to youShould you have any further concerns, Mr [redacted] can be reached at [redacted] We appreciate the opportunity to reply to youSincerely, [redacted]
January 24, Major [redacted] , USAF Complaint ID #: [redacted] Dear Major [redacted] : I am responding to your submission regarding the use of your debit card Unfortunately, [redacted] , of our staff, was unable to reach you by phone to address your concernsAfter a thorough review of your account, we were unable to validate any declined transactions or unauthorized activity alerts for the past daysNonetheless, as CyberCode Text is not provided for international numbers, please consider enrolling for the CyberCode TokenIf you have additional questions or wish to discuss this matter, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
December 14, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding insufficient funds (NSF) fees charged on your USAA Federal Savings Bank deposit account Thank you for speaking with [redacted] , of our staff, who explained that due to a hold on your mobile deposit, funds were not available when an attempt to debit the account was made, and an NSF fee was assessed When the merchant attempted to debit the account again, it was again declined for NSF As Ms [redacted] advised, previous account activity attributed to your deposit hold I understand that you acknowledged that as a courtesy, NSF refunds were honored on your account recently, and no additional NSF fees will be refundedIf you have any other questions, Ms [redacted] remains available to assist you We appreciate the opportunity to reply to you Sincerely, [redacted]
December 24, [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your mortgage loan with the USAA Federal Savings BankWe regret that we did not meet your service expectations and for the frustration you experienced during the processing of your mortgage loanThank you for speaking with [redacted] ***, of our staff, who confirmed that you were able to close on the mortgage loan on December 15, If you have any additional questions, Ms [redacted] remains available to assist youI appreciate you allowing us to reply to youSincerely, [redacted]
May 22, [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your second submission regarding your auto loan with the USAA Federal Savings BankWe responded to your complaint on May 15, 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 again; however, we consider this matter closedSincerely, [redacted] ***
October 13, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding your checking account and service experience with the USAA Federal Savings Bank (FSB) Thank you for speaking with [redacted] , of our FSB staff, who assisted you in setting up your account’s overdraft protection and who refunded the $nonsufficient funds fee as a courtesy Ms [redacted] was able to confirm that in June 2015, your account’s overdraft protection was changed on usaa.com using your confidential lcredentials Feedback about your situation has been shared appropriately, and we have verified that the “warning” you received during the telephone call was a request to keep the conversation professional Should you have any questions, Ms [redacted] remains available to assist you and can be reached at [redacted] or [redacted] , Extension Thank you for allowing us to reply to you Sincerely, [redacted]
September 20, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] I am responding to your submission regarding emails you’ve received After a thorough review of your account, [redacted] , of our staff, confirmed that on October 30, 2015, your membership was established using your personally identifiable information; however, no products have been openedShe also determined the emails you received were phishing emails and not from *** Unfortunately, Ms [redacted] was unable to reach you by phone to address your concernsIf you have additional questions or wish to discuss this matter, Ms [redacted] remains available to assist you and can be reached at (***) ***- [redacted] (***) or (***) ***-***, Extension *** We appreciate you allowing us to reply to you Sincerely, [redacted] ***
April 24, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your deposit account Thank you for speaking with Linda ***, of our staff, who accommodated your requestIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
October 29, 2015Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] :I am responding to your second submission regarding your debit card disputes.We responded to your complaint on October 15, While we recognize that you disagree, we feel confident that the correct decision has been made No new information has been presented that would warrant a change in our position In addition, we notified you in writing about our position on October 22, 2015, regarding your disputes for the company you recently mentionedWe appreciate the opportunity to review your concerns again; however, we consider this matter closed.Sincerely, [redacted]
June 15, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your deposit accountsI regret any frustration this situation may have caused you Unfortunately, [redacted] ***, of our staff, was unable to contact you by phone to address your concernsNonetheless, he completed a thorough review of your accountOur records show that there were no returned paymentsIf you have additional questions or wish to provide more information on which payments did not process, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:o it's possible to physically swipe my card from 300+ miles away? And when someone calls and says "I did not do this! Don't let any more charges go through" really wanted charges to go through? it seems like anyone with half a brain could answer "no" to both of those You failed any kind of due diligence, you failed to protect your customer, you failed to honor a veteran, and you failed to live up to the standards you swear you have You say that I can talk to this person, yet I called times and no one would give me a numberI was hung up onI was transferred to every corner of every department, but always told that I couldn't have a number So yet again, you're lyingyou deserve to be sued Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:USAA still needs to respond with the facts and truth Its not up to you to close the caseI asked for underwriting /and or banking personal to contact me, so far no-one has not I need to discuss my personal concerns with the person(s) who reviewed my application the first time and the second time when the retirement income was added That has been my request from the beginning and its my right to speak with the personnel involved Regards, *** [redacted]
October 17, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] ***: I am responding to your submission regarding a mortgage loan Thank you for speaking with [redacted] ***, of our staff, who addressed your concernsOur records show that the initial disclosures issued for your loan stated the type of loan was not serviced at USAA and would be assigned, sold, or transferred to a third party for servicingAdditionally, the final closing package indicated the third party would be U.SBankPlease know that the USAA Federal Savings Bank follows all banking regulations and acts in accordance with our core values of service, loyalty, honesty, and integrityIf you have additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
December 30, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank As Renee Quintanilla, of our staff, advised you, credits for the fraudulent transactions were applied to your account on November 18, Should you have further questions, Ms [redacted] remains available to assist you Thank you for allowing us to reply to you Sincerely, [redacted]
Tell us why here...February 17, [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding the duplicate debit for $involving your checking account ending in with the USAA Federal Savings Bank (FSB)We regret the inconvenience this matter caused youOur records reflect that in May 2015, you scheduled a recurring electronic funds transfer to be sent from your FSB checking account [redacted] to an external accountOn February 1, 2016, two transactions for the same amount debited your accountThe duplicate transaction was reversed on February 11, 2016, and a refund for the $overdraft fee assessed to the account was also issued [redacted] , of our staff, was unable to reach you to discuss your accountIf you have additional questions, she remains available to assist youWe appreciate you allowing us to reply to youSincerely, [redacted]
December 15, 2015Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding holds on your deposits We regret any frustration or inconvenience you have experienced, and we appreciate the opportunity to clarify our actions The USAA Federal Savings Bank (FSB) acts and handles deposits in accordance with the FSB’s Depository Agreement and Disclosures (DAD), which is provided to all account holders at account opening and is available for your review on usaa.com The DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as Deposit@Mobile®, for up to seven business days from the date of deposit In some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant [redacted] , of our staff, was unsuccessful in speaking with you by telephone to discuss your concerns with you Please note that future deposits may be subject to holds; however, deposit options that are not subject to holds are direct deposits and wire transactions Should you have any further questions, Ms [redacted] remains available to assist you Thank you for allowing us to reply to you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I was told repeatedly I would receive the coverage before signing, then you did not inform me I was signing something different than what we had discussedAt no point was I informed I did not receive the coverage after being told repeatedly I would receive itI was lied to and tricked I told signing something under the impression I was receiving what I had asked forI not only again request this get fixed but now would also like the whole loan removed as it would've been had I received the coverage I was promisedThanks Regards, [redacted]
January 27, Major [redacted] , USA (Ret.)Complaint ID #: [redacted] Dear Major [redacted] : I am responding to your submission regarding your Brokerage account with USAAThe securities that you referred to in your statement remained in your USAA Brokerage IRA account at all times As we stated in our January 5, 2017, letter to you, in relevant part, “In order to make a withdrawal from your account or place a sale or redemption trade in your account you will need to contact a USAA Member Service Representative at ***-***-USAA (***).” However, we understand that you have initiated a full account transfer to another Brokerage firm, which is currently in progress Please contact the receiving firm regarding your securities and any future transactionsWe appreciate you allowing us to reply to you Sincerely, [redacted] ***