January 23, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding duplicate payments to your USAA Federal Savings Bank (FSB) automobile loans and insurance policies Our records confirm that you canceled the automatic payments for your FSB loans two days prior to the automatic payments being processed To be processed for the same month, cancellation requests must be received four business days prior to the scheduled payment date You also scheduled manual payments to the loansThe duplicate payments were returned to you after confirmation was received from your bank that the funds had cleared We verified that your insurance payments are not set up for automatic payments There was no duplicate payment to your insurance premium We appreciate you allowing us to reply to you Sincerely, [redacted]
June 12, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your auto loan application with the USAA Federal Savings Bank (FSB) Our records reflect that you spoke with an FSB representative on May 25, 2017, about your application A review of the call recording confirms the representative advised you that a new application would need to be submitted as your first application was discontinued After processing the new application, the representative informed you that the approval terms included a maximum loan-to-value of percent Your May 25, 2017, approval letter also explained that final approval was subject to the loan amount not exceeding percent of USAA’s determination of the collateral value Prior to submitting your contact information, you accepted TrueCar’s Terms of Service and Privacy Policy, including a disclosure which stated, “I agree that TrueCar and its Certified Dealers may communicate pricing and purchase options by email, text or phoneSome dealers may use automated technologyI understand that consent is not a condition of purchase.” [redacted] ***, of our FSB staff, was unsuccessful in his attempts to reach you to discuss your concerns If you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]
August 3, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding ATM withdrawal dispute Thank you for speaking with [redacted] ***, of our staff, who confirmed the $credited to your account on July 18, If you have additional questions, MrRico remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
July 5, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank I regret any frustration this matter may have caused I understand you spoke with [redacted] , of our staff, who acknowledged she would research your concerns Unfortunately, Ms [redacted] was unsuccessful in her attempts to contact you to discuss her findings Should you wish to discuss the account further, Ms [redacted] remains available to assist you at (***) ***-USAA (***) or (800) ***-***, Extension *** We appreciate you allowing us to reply to you Sincerely, [redacted]
May 28, [redacted] Dear [redacted] : I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB)Our employees are expected to be courteous and informative, and I regret any frustration you have experiencedOur records reflect that on April 4, 2015, a $5,check was deposited into your checking account ending in via Deposit@Mobile®This required the use of your confidential lcredentials, which have not been changedSubsequently, all of the funds were immediately depleted through Automated Teller Machine (ATM) withdrawalsAccording to the FSB's Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, "if FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may 'freeze' (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities." As such, an investigation was initiated and your deposit accounts were placed in a credits-only status on April 4, On April 7, 2015, the deposit was returned as the check was deemed counterfeitA Notification of Overdraft has been mailed to youPlease know that the DAD also notes that the FSB may, without prior notice, apply or set off the funds in an account at any time to pay any debt, whether direct or indirect, with the FSB [redacted] , I understand that [redacted] , of our staff, spoke with you briefly on May 1, Should you have additional questions, Ms [redacted] remains available to assist youThank you for allowing us to review this matter and respond to youSincerely, [redacted]
August 18, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding obtaining a payoff for your USAA Mortgage LoanI regret the frustration you experienced as we strive to provide quality service to our entire membership Thank you for speaking with [redacted] , of our staff, who was able to contact NationStar Mortgage to obtain your payoffI hope that your conversation with him reassured you that your satisfaction is important to us Please know we value your feedback and have shared your experience with our management team If you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]
November 11, 2015Mrs [redacted] ***Complaint ID #: [redacted] Dear Mrs***:I am responding to your submission regarding accounts that were opened in your name with theUSAA Federal Savings Bank (FSB)We regret the concern this matter caused you.Thank you for speaking with [redacted] ***, of our staff, who assured you that we are currentlyinvestigating the accounts that were opened without your authorization, and we have taken thenecessary steps to have your credit report updated accordinglyWe will work closely with lawenforcement, and we appreciate the information you provided to usShould you have any furtherquestions, Ms [redacted] remains available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you.Sincerely, [redacted]
June 3, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your USAA Federal Savings Bank credit card 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] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC
November 16, 2015Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] :I am responding to your submission regarding your insurance claim.Our records confirm that you filed an inquiry with the Texas Department of Insurance (DOI) We responded to Texas DOI on November 16, 2015.Thank you for the opportunity to reply.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Your initial letter advising me of closure of my accounts states if I did not "cease" activity it would be closed> I assumed this meant me providing payment to my assistant through the account and ceased the activity immedialtyThere was no communication from USAA about any impending closure, infant your letter your sent to me on 9-16-was received on 9-23-via USPs, snail mail, and the only reason I knew you were closing my account was me logging on the day after you closed the account only to find out my money was gone and bills I had paid through the account to include an IRS check for 10K was going to "bounce" or be rejectedI then called USAA on 9-16-(same day letter was sent) only to be told the reason you guys were closing my account was because my paychecks were made out to my business instead of to me and that was a violationI understand it was a violation but #you guys never clarified what it was and #I did not think how I get paid, my income, my paycheck was considered "business" use since it was made out in my last name and its how I earn a living Not only did USAA close the account, same day sent me letter saying they closed it, when I opened up another account in efforts to pay my bills I knew were going to be late or delinquent I was not given the option to pay from my new account the billsAfter several calls and hours on phone with USAA I was told they could not figure out why I could not pay bills from an account I had to re-open to pay bills because you closed my account(s) but was going to have to put a "work order" in to find out why and could not give me time frame of when these bills could be paidThen you informed me you had closed my second account, sent me the money (both checks sent snail mail), leaving me without any money and having to borrow from someone to pay bills coming out on the 15th (accounts closed the night of 15th, found out morning of 16th.So I have no money, no way of paying bills I had set to come out and had THOUSANDS of dollars "in the mail" coming via USPSYour letter sent on the 16th was received almost a week after account was closedthen I log on and see "non sufficient fund fees" on my account that I demanded to be refunded because you guys had wiped my account clean from money but left it "open" so that you could charge me fees for money you guys took out and sent me via snail mail.Appreciate the "accommodations" USAA made for me but this won't go away easy or lightly, I had a check out to IRS through USAA and if I would have been warned my account was being closed on particular day I would have transferred my moneyNot only did I not know, I was not told what I was doing that made it a "business" transactionOnly to cease Regards, [redacted] ***
Complaint: I am rejecting this response because: They have failed to contact me directly in regards to my loan and continuously provide misleading, or inaccurate information Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: As previously stated I did not receive the information regarding the missed appointments either via the mail nor by phone as you claimAdditionally, also as previously stated, the in medical bills which USAA has not honored were incurred just days after my accident when my no fault was in placeI am currently seeking legal representation to address both the in medical expenses as well as USAA's decision to discontinue my no fault coverageI am meeting with an attorney this week and hopefully he will assist me in resolving this matterIn the interim,I remain open to any resolution USAA may have that will satisfy all concerned Regards, [redacted]
January 16, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your deposit account At the inception of each deposit account, you were provided with the Depository Agreement and Disclosures (DAD), which outlines the terms and conditions that govern your deposit accounts According to the DAD, “When you do not have enough available funds in your account to cover a check or other item (such as an in-person withdrawal, ATM withdrawal, automatic payment, point-of-sale or debit card purchase, or other electronic transaction), FSB considers this to be a Nonsufficient Funds (NSF) item (insufficient funds item) FSB may, without notice to you and in its sole discretion, either pay such items and overdraw your account, or decline or return such items unpaid In either case, FSB may charge for each insufficient funds item and for each overdraft, as set forth in the Service Fee Schedule for your account If FSB pays insufficient funds items by overdrawing your account on one or more occasions, FSB is not obligated to continue doing so in the future, and may stop paying such items and return them unpaid without notice to you.” Thank you for speaking with Megan ***, of our staff On October 14, 2016, you initiated a dispute from a merchant, and we issued temporary credit After you informed us that the merchant provided you with a refund, we then reversed our temporary credit On December 20, 2016, your account was debited, resulting in a negative balance An NSF fee was then charged Our records indicate we spoke with you on multiple occasions about the recurring monthly automated clearing house (ACH) transaction from Planet Fitness We confirmed that you declined to put a stop payment on the transaction and indicated that you were in discussions with the merchant to change the billing date Ms [redacted] review of your account determined that any fees assessed to your account were assessed appropriately Those that were refunded were done so as a courtesy and should not be construed as a requirement Some of our business practices are considered proprietary information; therefore, we decline to release information regarding courtesy refunds Additionally, we were unable to substantiate the disputed amount of $5,you indicated Please contact Ms [redacted] at your convenience to discuss this amount as well as your options with ACH transactions We appreciate you allowing us to reply to you Sincerely, [redacted] ***
January 20, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] s: I am responding to your submission about your service experience when attempting to update your telephone number and restore your online account accessI apologize for the inconvenience you encounteredOur employees are expected to be professional, courteous, and informative and to efficiently handle members’ requestsI assure you that coaching was provided to those involved to ensure other members do not have a similar occurrenceThank you for speaking with [redacted] of our staff, who thoroughly reviewed your accountI am pleased to hear that she assisted you with restoring your account accessMrs [redacted] s, your feedback is valued as we are continually seeking ways to improve the way we do businessWe appreciate the opportunity to look into the events that transpired and replySincerely, [redacted]
August 23, Sergeant [redacted] Sergeant [redacted] ** [redacted] Dear Sergeants [redacted] I am responding to your submission regarding the direct deposit from the Department of Treasury, which posted to the checking account with the USAA Federal Savings Bank (FSB) As [redacted] of our staff, confirmed $11,was deposited via the Automated Clearing House system on March 7, Our records indicate that on March and March 15, 2017, [redacted] transferred $1,and $8,to her other checking account ending in Consequently, when the FSB received the indemnification from the IRS on May 2, 2017, the funds were not available to fulfill the returnTherefore, the FSB responded to the IRS accordinglyThe FSB also confirmed no fraudulent activities on the accounts and no account restrictions at the time of the transfers We appreciate you allowing us to reply to you Sincerely, [redacted]
March 19, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your eligibility for membership 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]
July 15, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your second submission regarding the USAA credit card account opened in your name We responded to your complaint on July 2, 2015, and we recognize that you disagree with the information that has been relayed On July 9, 2015, [redacted] , of our staff, sent an email message to you and requested that you provide copies of your military orders, your filed police report, court documentation listing a suspect, and your DD-to further assist [redacted] with her review Mr***, as of July 14, 2015, we have not received any of the requested documentation However, we remain available to assist you with this matter, and we look forward to receiving the information Thank you for the opportunity to review your concerns again Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC
August 8, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the levy placed against your checking account with USAA Federal Savings Bank (FSB) Thank you for speaking with [redacted] , of our staff, who explained that the FSB acted in accordance of the Notice of Freeze and Notice of Levy received from the Florida Department of Revenue Child Support Program and with the Depository Agreement and Disclosures which governs deposit accounts As such, we are unable to return the funds to your accountI understand Ms [redacted] provided you with an updated telephone number for the Florida Department of Revenue Should you have any additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]
July 14, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your credit card accountPlease accept our condolences on the loss of your father, and I regret any frustration you experiencedOur records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will respond to the CFPB accordinglyThank you for the opportunity to replySincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC
July 22, [redacted] Dear [redacted] : I am responding to your submission regarding a disputed charge on your USAA World MasterCard®Thank you for taking the time to speak with [redacted] , of our staff, about your concernsAs she advised, we completed a review of your dispute case and approved a refund of $to your credit card accountMs [redacted] initiated the refund process, and you will see the credit on your account within three business daysShould you have any additional questions, Ms [redacted] remains available to assist youWe appreciate the opportunity to reply to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC
January 23, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding duplicate payments to your USAA Federal Savings Bank (FSB) automobile loans and insurance policies Our records confirm that you canceled the automatic payments for your FSB loans two days prior to the automatic payments being processed To be processed for the same month, cancellation requests must be received four business days prior to the scheduled payment date You also scheduled manual payments to the loansThe duplicate payments were returned to you after confirmation was received from your bank that the funds had cleared We verified that your insurance payments are not set up for automatic payments There was no duplicate payment to your insurance premium We appreciate you allowing us to reply to you Sincerely, [redacted]
June 12, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your auto loan application with the USAA Federal Savings Bank (FSB) Our records reflect that you spoke with an FSB representative on May 25, 2017, about your application A review of the call recording confirms the representative advised you that a new application would need to be submitted as your first application was discontinued After processing the new application, the representative informed you that the approval terms included a maximum loan-to-value of percent Your May 25, 2017, approval letter also explained that final approval was subject to the loan amount not exceeding percent of USAA’s determination of the collateral value Prior to submitting your contact information, you accepted TrueCar’s Terms of Service and Privacy Policy, including a disclosure which stated, “I agree that TrueCar and its Certified Dealers may communicate pricing and purchase options by email, text or phoneSome dealers may use automated technologyI understand that consent is not a condition of purchase.” [redacted] ***, of our FSB staff, was unsuccessful in his attempts to reach you to discuss your concerns If you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]
August 3, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding ATM withdrawal dispute Thank you for speaking with [redacted] ***, of our staff, who confirmed the $credited to your account on July 18, If you have additional questions, MrRico remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
July 5, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank I regret any frustration this matter may have caused I understand you spoke with [redacted] , of our staff, who acknowledged she would research your concerns Unfortunately, Ms [redacted] was unsuccessful in her attempts to contact you to discuss her findings Should you wish to discuss the account further, Ms [redacted] remains available to assist you at (***) ***-USAA (***) or (800) ***-***, Extension *** We appreciate you allowing us to reply to you Sincerely, [redacted]
May 28, [redacted] Dear [redacted] : I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB)Our employees are expected to be courteous and informative, and I regret any frustration you have experiencedOur records reflect that on April 4, 2015, a $5,check was deposited into your checking account ending in via Deposit@Mobile®This required the use of your confidential lcredentials, which have not been changedSubsequently, all of the funds were immediately depleted through Automated Teller Machine (ATM) withdrawalsAccording to the FSB's Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, "if FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may 'freeze' (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities." As such, an investigation was initiated and your deposit accounts were placed in a credits-only status on April 4, On April 7, 2015, the deposit was returned as the check was deemed counterfeitA Notification of Overdraft has been mailed to youPlease know that the DAD also notes that the FSB may, without prior notice, apply or set off the funds in an account at any time to pay any debt, whether direct or indirect, with the FSB [redacted] , I understand that [redacted] , of our staff, spoke with you briefly on May 1, Should you have additional questions, Ms [redacted] remains available to assist youThank you for allowing us to review this matter and respond to youSincerely, [redacted]
August 18, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding obtaining a payoff for your USAA Mortgage LoanI regret the frustration you experienced as we strive to provide quality service to our entire membership Thank you for speaking with [redacted] , of our staff, who was able to contact NationStar Mortgage to obtain your payoffI hope that your conversation with him reassured you that your satisfaction is important to us Please know we value your feedback and have shared your experience with our management team If you have additional questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]
November 11, 2015Mrs [redacted] ***Complaint ID #: [redacted] Dear Mrs***:I am responding to your submission regarding accounts that were opened in your name with theUSAA Federal Savings Bank (FSB)We regret the concern this matter caused you.Thank you for speaking with [redacted] ***, of our staff, who assured you that we are currentlyinvestigating the accounts that were opened without your authorization, and we have taken thenecessary steps to have your credit report updated accordinglyWe will work closely with lawenforcement, and we appreciate the information you provided to usShould you have any furtherquestions, Ms [redacted] remains available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you.Sincerely, [redacted]
June 3, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your USAA Federal Savings Bank credit card 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] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC
November 16, 2015Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] :I am responding to your submission regarding your insurance claim.Our records confirm that you filed an inquiry with the Texas Department of Insurance (DOI) We responded to Texas DOI on November 16, 2015.Thank you for the opportunity to reply.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Your initial letter advising me of closure of my accounts states if I did not "cease" activity it would be closed> I assumed this meant me providing payment to my assistant through the account and ceased the activity immedialtyThere was no communication from USAA about any impending closure, infant your letter your sent to me on 9-16-was received on 9-23-via USPs, snail mail, and the only reason I knew you were closing my account was me logging on the day after you closed the account only to find out my money was gone and bills I had paid through the account to include an IRS check for 10K was going to "bounce" or be rejectedI then called USAA on 9-16-(same day letter was sent) only to be told the reason you guys were closing my account was because my paychecks were made out to my business instead of to me and that was a violationI understand it was a violation but #you guys never clarified what it was and #I did not think how I get paid, my income, my paycheck was considered "business" use since it was made out in my last name and its how I earn a living Not only did USAA close the account, same day sent me letter saying they closed it, when I opened up another account in efforts to pay my bills I knew were going to be late or delinquent I was not given the option to pay from my new account the billsAfter several calls and hours on phone with USAA I was told they could not figure out why I could not pay bills from an account I had to re-open to pay bills because you closed my account(s) but was going to have to put a "work order" in to find out why and could not give me time frame of when these bills could be paidThen you informed me you had closed my second account, sent me the money (both checks sent snail mail), leaving me without any money and having to borrow from someone to pay bills coming out on the 15th (accounts closed the night of 15th, found out morning of 16th.So I have no money, no way of paying bills I had set to come out and had THOUSANDS of dollars "in the mail" coming via USPSYour letter sent on the 16th was received almost a week after account was closedthen I log on and see "non sufficient fund fees" on my account that I demanded to be refunded because you guys had wiped my account clean from money but left it "open" so that you could charge me fees for money you guys took out and sent me via snail mail.Appreciate the "accommodations" USAA made for me but this won't go away easy or lightly, I had a check out to IRS through USAA and if I would have been warned my account was being closed on particular day I would have transferred my moneyNot only did I not know, I was not told what I was doing that made it a "business" transactionOnly to cease Regards, [redacted] ***
Complaint: I am rejecting this response because: They have failed to contact me directly in regards to my loan and continuously provide misleading, or inaccurate information Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: As previously stated I did not receive the information regarding the missed appointments either via the mail nor by phone as you claimAdditionally, also as previously stated, the in medical bills which USAA has not honored were incurred just days after my accident when my no fault was in placeI am currently seeking legal representation to address both the in medical expenses as well as USAA's decision to discontinue my no fault coverageI am meeting with an attorney this week and hopefully he will assist me in resolving this matterIn the interim,I remain open to any resolution USAA may have that will satisfy all concerned Regards, [redacted]
January 16, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your deposit account At the inception of each deposit account, you were provided with the Depository Agreement and Disclosures (DAD), which outlines the terms and conditions that govern your deposit accounts According to the DAD, “When you do not have enough available funds in your account to cover a check or other item (such as an in-person withdrawal, ATM withdrawal, automatic payment, point-of-sale or debit card purchase, or other electronic transaction), FSB considers this to be a Nonsufficient Funds (NSF) item (insufficient funds item) FSB may, without notice to you and in its sole discretion, either pay such items and overdraw your account, or decline or return such items unpaid In either case, FSB may charge for each insufficient funds item and for each overdraft, as set forth in the Service Fee Schedule for your account If FSB pays insufficient funds items by overdrawing your account on one or more occasions, FSB is not obligated to continue doing so in the future, and may stop paying such items and return them unpaid without notice to you.” Thank you for speaking with Megan ***, of our staff On October 14, 2016, you initiated a dispute from a merchant, and we issued temporary credit After you informed us that the merchant provided you with a refund, we then reversed our temporary credit On December 20, 2016, your account was debited, resulting in a negative balance An NSF fee was then charged Our records indicate we spoke with you on multiple occasions about the recurring monthly automated clearing house (ACH) transaction from Planet Fitness We confirmed that you declined to put a stop payment on the transaction and indicated that you were in discussions with the merchant to change the billing date Ms [redacted] review of your account determined that any fees assessed to your account were assessed appropriately Those that were refunded were done so as a courtesy and should not be construed as a requirement Some of our business practices are considered proprietary information; therefore, we decline to release information regarding courtesy refunds Additionally, we were unable to substantiate the disputed amount of $5,you indicated Please contact Ms [redacted] at your convenience to discuss this amount as well as your options with ACH transactions We appreciate you allowing us to reply to you Sincerely, [redacted] ***
January 20, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] s: I am responding to your submission about your service experience when attempting to update your telephone number and restore your online account accessI apologize for the inconvenience you encounteredOur employees are expected to be professional, courteous, and informative and to efficiently handle members’ requestsI assure you that coaching was provided to those involved to ensure other members do not have a similar occurrenceThank you for speaking with [redacted] of our staff, who thoroughly reviewed your accountI am pleased to hear that she assisted you with restoring your account accessMrs [redacted] s, your feedback is valued as we are continually seeking ways to improve the way we do businessWe appreciate the opportunity to look into the events that transpired and replySincerely, [redacted]
August 23, Sergeant [redacted] Sergeant [redacted] ** [redacted] Dear Sergeants [redacted] I am responding to your submission regarding the direct deposit from the Department of Treasury, which posted to the checking account with the USAA Federal Savings Bank (FSB) As [redacted] of our staff, confirmed $11,was deposited via the Automated Clearing House system on March 7, Our records indicate that on March and March 15, 2017, [redacted] transferred $1,and $8,to her other checking account ending in Consequently, when the FSB received the indemnification from the IRS on May 2, 2017, the funds were not available to fulfill the returnTherefore, the FSB responded to the IRS accordinglyThe FSB also confirmed no fraudulent activities on the accounts and no account restrictions at the time of the transfers We appreciate you allowing us to reply to you Sincerely, [redacted]
March 19, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your eligibility for membership 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]
July 15, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your second submission regarding the USAA credit card account opened in your name We responded to your complaint on July 2, 2015, and we recognize that you disagree with the information that has been relayed On July 9, 2015, [redacted] , of our staff, sent an email message to you and requested that you provide copies of your military orders, your filed police report, court documentation listing a suspect, and your DD-to further assist [redacted] with her review Mr***, as of July 14, 2015, we have not received any of the requested documentation However, we remain available to assist you with this matter, and we look forward to receiving the information Thank you for the opportunity to review your concerns again Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC
August 8, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the levy placed against your checking account with USAA Federal Savings Bank (FSB) Thank you for speaking with [redacted] , of our staff, who explained that the FSB acted in accordance of the Notice of Freeze and Notice of Levy received from the Florida Department of Revenue Child Support Program and with the Depository Agreement and Disclosures which governs deposit accounts As such, we are unable to return the funds to your accountI understand Ms [redacted] provided you with an updated telephone number for the Florida Department of Revenue Should you have any additional questions, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted]
July 14, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your credit card accountPlease accept our condolences on the loss of your father, and I regret any frustration you experiencedOur records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will respond to the CFPB accordinglyThank you for the opportunity to replySincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC
July 22, [redacted] Dear [redacted] : I am responding to your submission regarding a disputed charge on your USAA World MasterCard®Thank you for taking the time to speak with [redacted] , of our staff, about your concernsAs she advised, we completed a review of your dispute case and approved a refund of $to your credit card accountMs [redacted] initiated the refund process, and you will see the credit on your account within three business daysShould you have any additional questions, Ms [redacted] remains available to assist youWe appreciate the opportunity to reply to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC