USAA Credit Card Services

November 20, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your credit card accounts Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB). We
responded to the CFPB on October 25, 2017. In addition, we wrote to you under separate cover on November 17, 2017. Members of our staff have been unable to reach you to discuss your concerns, and they remain available to assist you We appreciate you allowing us to reply to you. Sincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

November 16, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your USAA Savings Bank credit card. I regret any frustration this matter has caused you Thank you for speaking with *** *** of our
staff, who confirmed that on September 1, 2017, you were offered a two month catastrophe deferment; however, it was not applied to your account. Subsequently, your account went past due and over the credit limit so when you called in to advise of the oversight, the representative was unable to place your account on deferment. Ms*** determined that after your account went over the limit, the representative should have forwarded your account for assistance in placing the account on deferment, and appropriate coaching has been provided Ms*** confirmed that a $payment was processed without your authorization, and she has submitted a request to have this payment credited back to your account. Please allow up to hours for the credit to appear. Ms*** waived two months of finance charges and late fees, totaling $201.86, due to the bank error. Once these fees are reversed and post to your account bringing your balance under the credit limit, the deferment will be processed. Furthermore, a request was made to remove any adverse reporting that occurred on October 18, 2017. It can take up to days for the update to appear on your credit report. If you have any additional questions Ms*** remains available to assist you We appreciate the opportunity to reply to you. Sincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

April 23, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your second submission regarding multiple applications for a credit card with USAA Ms*** our previous response provided a detailed explanation of the FACTA alert process. Additionally, thorough reviews of our call recordings confirm that you were accurately advised that each application would result in a credit inquiry, and you agreed to proceed with each application. Therefore, the inquiries are correctly reported to the consumer reporting agencies We appreciate you allowing us another opportunity to reply to you. While we understand that this is not the outcome you were seeking, we are confident the correct decision has been made. Sincerely, *** ** ***
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Mr*** *** Complaint ID #: *** *** *** I am responding to your rebuttal submission regarding the disputed charge that posted to your USAA Federal Savings Bank (FSB) credit card accountOn March 18, 2016, the FSB provided a detailed response to the Consumer Financial Protection Bureau, which included the issue you addressed in your correspondence to the Revdex.comWe ask that you defer to that response for detailsWe appreciate the opportunity to respondSincerely, *** ** ***

August 10,
Ms*** *** Complaint ID #s: *** & ***
Dear Ms***:
I am responding to your submission regarding your service experience with the USAA Federal Savings BankWe hope you find the following information responsive to your concerns
*** ***, of our staff, was unsuccessful in his attempts to reach you by telephone; therefore, he sent you an online messageHe indicated that your USAA American Express credit card billing cycle closed on August 8, 2016, so you should receive your statement within seven to ten business daysHowever, for your convenience, an electronic copy was sent to your email address
Thank you for allowing us to reply to you
Sincerely,
*** ** ***
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Revdex.com:
I am tired of going back and forth regarding this issueI will be putting this behind me and I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meNo one wins against banks when banks fail you.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I have already paid $as requested but I keep receiving late payment notices and USAA seems to be ignoring my payment as they have requested
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:According to your own support staff the system is brokenAfter changing it the first time, the system was still broken and continued to withdraw the entire account balanceAccording to your staff it takes an entire month for "changes to take effect" meaning that even after the automatic system is changed from the account balance to the minimum amount due, that change doesn't take effect, and the customer will be hit again by the same problemEither a.) your system is broken or b.) your support staff needs retrained desperately
Regards,
*** ***

August 3,
Ms*** ***
Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding the credit card you held with the USAA Federal Savings Bank (FSB)We regret any frustration this situation may have caused you
I am please to learn that you
spoke with Irma ***, of our FSB staff, and explained the steps that will be taken to resolve the matterAs such, the appropriate documentation has been submitted to the credit reporting agencies to correct the adverse information on your credit reportPlease allow 30-days for the updates to be reflectedIf you have additional questions, Ms*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

January 31,
Master Sergeant *** ** *** USMC
Complaint ID #: ***
Dear Master Sergeant ***:
I am responding to your submission regarding the fraudulent activities on your credit cardWe regret that you had to contact us more than once regarding this matter, and we
apologize for any frustration this may have caused you
Thank you for speaking with *** *** of our staffAs she advised, the appropriate documents were submitted to the consumer reporting agencies to have the adverse information removed from your credit reportWe ask that you allow days for the update to be reflectedPlease note that a letter was also sent to your address on record advising you of our actions
Thank you for allowing us to reply
Sincerely,
*** ** ***
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Ms*** ***
Complaint ID #: ***
Dear Ms***:
I am responding to your submission regarding the Signature Visa account you hold with the USAA Federal Savings Bank (FSB)
Thank you for speaking with *** ***, of our staff, about your concernsAs she explained, the FSB
received and applied all of your credit card payments, and your account now reflects a zero balanceSince your payments were received, your account was not reported negatively to the credit reporting agenciesIn addition, a credit for $was issued to your account for the interest charges appliedIf you have additional questions, Ms*** remains available to assist you
We appreciate the opportunity to look into this matter and respond to you
Sincerely,
*** ** ***
Credit Cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Complaint: ***
I am rejecting this response because: USAA has stated they will report to the regulatory agencies which I currently have complaints opened with, but have yet to fix the problemThis complaint will remain open until the accounts have been resolved through the CFPB
Regards,
*** ***

Complaint: ***Once again, we are not able to accept this response. We have repeatedly detailed something that seems to be quite clear. The offer was only available to the recipient of the invitation. The recipient received the credit card, and made the necessary qualifying purchases. Some USAA staff have been able to understand this and agree. They in fact shared that this offer has been problematic for a number of other USAA customers. Yet in the end, after years of being loyal customers (having multiple insurance products, bank accounts, credit card accounts, a home mortgage, and never having a single claim submitted) the USAA CEO Office somehow finds confidence that the correct decision has been made to not allow for the full agreed upon amount of a $200. With the motto “Thank you for trusting USAA” and “We value your business” they officially consider this matter closed. So, no more correspondence is necessary. But as a matter of basic principle we cannot agree with this outcome. Regards,*** ***

December 13, 2017 Ms*** ***Complaint ID #: *** Dear Ms***: I am responding to your submission regarding overdraft protection for your USAA Visa credit card. *** ***, of our staff, was unable to reach you discuss this matter; nonetheless, she reviewed
your account thoroughly. Ms*** confirmed on November 9, 2017, you spoke with a specialist to add your credit card as overdraft protection. The specialist informed you that if your account is overdrawn, the transaction will be processed in $increments. We respectfully decline your request to reverse the charge for overdraft protection to your credit card as no bank error occurred and USAA acted appropriately. If you have any other questions, Ms*** remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC Other bank products are issued and serviced by USAA Federal Savings Bank

August 19, 2016 Mr*** ***Complaint ID #: *** Dear Mr***: I am responding to your third submission regarding the delinquent notices that you are receiving for your American Express credit card account with USAA Federal Savings Bank. We responded to your complaint on August 9, 2016. While we recognize that you disagree, we feel confident that the correct decision has been madeWe believe the information available confirmed the information provided in our original response. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

April 4,
Mr*** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your credit card account
We regret any frustration you have experienced, and we appreciate you speaking with *** ***, of our staff, who refunded $in interest
charges as a courtesyIf you have additional questions, Ms*** remains available to assist you
Thank you for allowing us to reply to you
Sincerely,
*** ***
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

December 18,
Mr*** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding the automatic withdrawals from your checking account to make payments on your credit cardI apologize for any frustration or inconvenience you may have experienced
*** *** of our staff was unsuccessful in her attempts to speak with youHowever, she conducted a thorough review of your account and confirmed that you were responsible for scheduling both automatic paymentsNevertheless, as a courtesy, on December 18, 2017, a refund of the $return payment fee was posted to your credited cardLikewise, a coaching opportunity was provided to the employees involved as it relates to the inconsistent information provided regarding the payment reversalAdditionally, a process improvement request has been submitted to ensure a warning message is displayed to advise members that changes to automatic payments will take a statement cycle before the change is effective
If you have additional questions, Ms*** remains available to assist youWe appreciate you allowing us to reply to you
Sincerely,
*** ** ***
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

July 20, *** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding a credit card application with the USAA Federal Savings Bank (FSB)I regret any frustration that you experienced*** ***, of our FSB staff, completed a thorough review and
attempted to reach you by telephone to address your concernPursuant to the U.SPatriot Act of 2001, all U.Sbanks are mandated to comply with the Know Your Customer policy when a new account is establishedThis includes obtaining a copy of the customer’s Social Security Number, front and back copies of a government issued photo ID, and proof of residenceOn June 23, 2016, the FSB mailed you a letter to request this informationWe await receipt of the requested documentationRegarding the life insurance policy mentioned in your statement, our records could not verify an active product on your accountIf you have questions or concerns regarding this matter, Ms*** remains available to speak with youWe appreciate you allowing us to reply to youSincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC