USAA Credit Card Services

March 6,
Mr*** ***
Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your credit card account
I understand *** ***, of our staff, communicated with you about this matterIf you have additional questions, Mr* *** 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 FDICOther bank products are issued and serviced by USAA Federal Savings Bank

January 7, *** *** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your credit card accountWe apologize for the frustration and inconvenience you experiencedWe appreciate you speaking with *** ***, of our staff, who confirmed that
the $3,refund check was sent to you and that you have received itIf you have any questions, Mr*** remains available to assist youThank you for allowing us to reply to youSincerely, *** *** 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:Only after a payment was accepted for half the balance owed was the account closedThis was the most extreme measure of action this business could of taken and did so accordingly and without any notification that the account was at risk of it, and only after half the balance was paid off
Regards,
*** ***

Mr*** ***
Complaint ID #:
Dear Mr***:
I am responding to your submission regarding the $annual fee on the secured credit card account you hold with the USAA Federal Savings Bank (USB)
Our records confirm that you also filed an inquiry with the Office of
the Comptroller of the Currency, who forwarded your concerns to the Consumer Financial Protection Bureau (CFPB)We will be providing a detailed response to the CFPB accordingly
Thank you for the opportunity to reply
Sincerely,
*** ** ***
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

June 21, Ms*** ** *** Complaint ID #: ***
Dear Ms***: I am responding to your submission regarding your credit card with the USAA Savings Bank and your ability to authenticate your account *** ***, of our staff, was unsuccessful in
her multiple attempts to contact you to discuss your credit card. However, Ms *** conducted a thorough review of your account and determined that your credit card was reported accurately to the credit bureaus and in accordance with the Fair Credit Reporting Act; therefore, we respectfully decline your request to reverse the adverse reporting. If you have additional questions about your credit card, Ms*** remains available to assist you I understand you spoke with *** ** ** ***, of our staff, regarding our authentication process. This process is in place to protect our members’ privacy and to prevent possible identity theft and fraud. Our records indicate that you were unable to authenticate on your recent call to our Member Debt Solution Team. As a result, we were unable to discuss your account. Please know that we are here to help, and we would like the opportunity to discuss the matter further. Ms** ** *** remains available if you have additional questions or if you would like to discuss other ways to authenticate your account Ms***, our core values of service, loyalty, honesty, and integrity are at the center of everything we do. As such, we disagree with your allegations of impropriety. While we understand this is not the outcome that you were seeking, we hope this information clarifies this matter for you. We appreciate you allowing us to reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: USAA response is unacceptable, if you cannot verify who someone is how can you place a hard inquiry on the accounti did not know until the I received a letter on the 3rd attempt that the reason "could not be identified" was the reason for declinehow can you decline someone if you have not verified who they are? and or their credit worthinessit wasn't until I was told that I need to add a phone number, so they can verify who I was before they made a decisionAnd on the 4th application the Phone NUmber was added and USAA CALLED ME AND MADE A DECISION FROM CALLIN ME AND VERIFIED WHO I WASALL I asked was that the other three hard inquiries be removed based on , USSA could not verify who I was based on their on letters that they sent to mePlease remove the first inquires and if notPlease ask USAA to not call my home unless one of my accounts or cards have been compromisedI do not want any unwanted advertisement from USAA, unless I personally ask for it
Regards,
*** ***

Complaint: ***
I have spoken with a representative from USAA and I believe they are taking this matter seriously and are attempting to resolve itHowever, as of 5-2-it has not been resolved and I consider the matter in an open status
*** ***

Complaint: ***
I am rejecting this response because: I would appreciate someone contacting meI did return the call but received a customer service repThe issue still continues as interest continues to be billed on my credit card accountEven though the charge receiving the interest was billed to us in errorPlease contact me as no one seems to be understanding that the issue is not the time interest but the fact interest will continue to bill to the account, even though the charge has been removedAgain the charge was billed by the merchant in ERRORMerchant reversed the chargeI'm still being billed interest on the charge, even though it was removed/reversed
Regards,
*** ***

August 14, *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your credit card dispute with the USAA Federal Savings Bank (FSB)We regret the frustration you experienced and appreciate you bringing your concerns to our attentionIn line
with the Credit Card Agreement, our records indicate we mailed numerous notices to your address on file advising of the status on your disputeThe initial temporary credit of $was reversed due to documentation provided by the merchant, which substantiated two separate purchases for the amount in questionHowever, based on updated information you presented, another provisional credit for $was posted to your account on August 12, 2015; however, the merchant has days to respond and provide the final decision on the dispute investigation*** ***, of our staff, was unsuccessful in her attempts to contact youHowever, it is important to note that we are taking the appropriate actions to rectify the situationShould you have any further questions, Ms*** remains available to assist you, and she can be reached at *** *** *** ** *** *** *** *** *** ***, we adhere to the Credit Card Agreement and with all regulations, and we deny your allegations of improprietyThank you for allowing us to reply to youSincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDICOther bank products are issued and serviced by USAA Federal Savings Bank

Complaint: ***
I am rejecting this response because:
Regards,
*** *** The rude service happen with Tara as of yesterday at 4:pm -9-

Complaint: ***
I am rejecting this response because it is inaccurate. We were in the midst of fraud cancellations. Having a computer call me on my patient surgery phone line and hang up over times does not constitute trying to reach me. What's more, the auto payment was supposed to be set up and was set up but you DELETED it likely when the card number was changed. Unacceptable, and disgraceful. We do not accept your statement and will forward and escalate to the proper authorities
Regards,
Dr*** ***

May 2, 2018 Mr*** ***Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your USAA credit card account. Thank you for speaking with *** ***, of our staff, regarding your concerns. I hope that your conversation with Ms***
reassured you that your satisfaction is important to us. If 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

Complaint: ***
I am rejecting this response because:
Regards,
*** *** - I AM STILL NOT CLEAR ON WHERE THE FINance charge is and still wondering why I have a cash advance feethe wording here seems to indicate a "one time'cash advance fee of-what was it? I did not note before I respondedall I recall of the additional $I REQUESTED AND GOT WAS THAT I ASKED IF I WOULD GET ANY ADDITIONAL FEES INCLUDING CASH ADVANCES AND TRANSFER FEESI AM GRATEFUL FOR THE GREAT 0% FOR MONTHS AND FREE TRANSFER BEFORE JUNE 30TH, I NEED TO INFORM YOU MORE OF THE PROBLEM ONLY IF THE CASH ADVANCE IS ONGOING AS"CONVENIENCE CHECKS NO FEE" WERE MENTIONED AT LEAST times, even by the guy I originally talked to when I found out abut the cash advance feeSorry I did not call them back as I was very busyIf this is just a one time fee FOR THE TRANSFER AND NOT ONGOING, I WILL BE ENTIRELY SATISFIED

April 24, Mr*** ** *** Complaint ID #: *** Dear Mr***: I am responding to your submission regarding your credit card account with USAA Savings Bank. Luciana ***, of our staff, was unable to reach you to discuss your credit card
dispute; nonetheless, she confirmed that the dispute process will continue as the merchant did not provide signed proof of delivery. Ms*** issued a temporary credit of $to your American Express card. We are awaiting a response from the merchant who has days to respond. If you have any additional questions, Ms*** remains available to assist you Thank you for allowing us to reply to you. Sincerely, *** ***

May 13, Sergeant *** ** ***, ARNG (Ret.) Complaint ID #: *** Dear Sergeant Bonds: I am responding to your submission regarding the USAA secured credit card application you submitted to USAA Federal Savings Bank (FSB)I apologize for any inconvenience you may have experienced as we
strive to provide quality service to our entire membershipA review of your application determined that when your secured credit card was established, the FSB inadvertently opened two $funding certificate of deposit (CD) accountsJustin ***, of our FSB staff, was unsuccessful in his attempts to reach by telephone; however, he submitted a request to close one of the CD accountsWe ask that you contact Mr*** to discuss how you would like to proceed with the secured credit card and the remaining CD accountMr*** can be reached at *** *** *** or *** *** *** *** *** We 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

Complaint: ***
I am rejecting this response because: the payment options offered did not apply to my situation which was one month payment behindHer product required in depth information of my budget needs and would lock me into an agreement for monthsI was not assisted in being able to increase my payment to catch up the one month paymentMy request was to waive late fee which would assist in payment catch upMy good faith offer was rejected and the referral departments product was not applicable to me The response from USAA is not indicative of customer service offered to a customer that has maintained monthly payment obligation and has initiated contact during the one month late payment period with credit card services in good faithI have had several products with USAA and would liken the services rendered by USAA amongst the worst of financial companiesI would not refer nor recommend USAA to any of my contemporaries seeking financial or insurance products
Regards,
*** ***

February 27, Ms*** ** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your secured USAA Platinum Visa card Our records show your payments on February and February 5, 2018, posted and were not placed on hold.
On February 15, 2018, a payment for the full overlimit balance posted and was placed on hold for four business days. According to the USAA Credit Card Agreement (Agreement), “We reserve the right to withhold credit availability on any payment.” Thank you for speaking with *** ***, of our staff, who discussed the payment holds. The FSB acts in accordance with applicable banking regulations, the Agreement, and with our core values of service, loyalty, honesty, and integrity, and your allegations of wrongdoing are unfounded. If you have additional questions or wish to discuss options to mitigate the potential for holds, 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

May 3, 2018 Mr*** ***Complaint ID #: *** Dear Mr***: I am responding to your second submission regarding your USAA credit card account. I left a voicemail message for you earlier this morning. Please know that *** ***, of our staff, is continuing to monitor your account for any new charges from the merchant. Credits have been issued for the previous charges. We appreciate another opportunity to reply to you. Sincerely,
*** ** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Complaint: [redacted]
I am rejecting this response because:
Your letter is "less than accurate", to be diplomatic. Customer service reps from USAA have confirmed that the scanned documents associated with my account reflect that on June 17, 2015, in response to a USAA letter dated June 10, 2015, I faxed to [redacted] in a signed letter and proof; to wit, the 2  register receipts, showing identical items/ in support of my dispute that there was one purchase, that the clerk said that the USAA card was not approved and the items were rescanned for charge to a second card.In response to a second late  dated  July17,2015 and received July25, 2015, I again refaxed on July 27, 2015, to [redacted]  a signed letter and proof; to wit, the 2  register receipts, showing identical items/ in support of my dispute that there was one purchase, that the clerk said that the USAA card was not approved and the items were rescanned for charge to a second card. Yer the dispute analyst closed the case, sending me a letter dated 7/29/15, saying no information was received. I made numerous calls to customer service reps, and was repeatedly promised a call back from the dispute analayst. I spoke several times to the individual metioned in your response. Shes from executive escalations, she said theres nothing that she can do; that the dispute analyst will call. That call never materialized.In sum, your response is a simple boiler plate response, inconsistent with the facts, and a futile attempt at trying to convince the Revdex.com that this complaint lacks merit. Unfortunately, I have cited specifics that can be verified. the consumer public has the right to know that USAA does not respond to customers. Moreover, when the _hit hits the fan, they will not fess up and acknowledge fault.This is shameful. Even more so from a Bank that claims to work on behalf of those who fight for this country.A hard copy of this letter is being sent by certified mail to the CEO of USAA and also to the president of the Revdex.comRegards,
[redacted]

May 22, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the credit limit decrease on your USAA Rate Advantage Platinum Visa® credit card. I regret any inconvenience this may have caused.
In an effort to ensure the financial...

strength of USAA and its affiliates, it is our business practice to periodically perform a review of our credit card portfolio. USAA credit card accounts are governed by the USAA Credit Card Agreement (Agreement), which is provided to account holders at account inception and is available for review on usaa.com. The section of the Agreement entitled “Transaction Limits,” under “Part B: Use of Account,” maintains, “We may establish limits on the amount you may borrow or types of transactions we will permit. . . . We can increase, reduce, cancel, or suspend any of the limits or add new limits at any time.” After receiving your correspondence, Albert [redacted], of our staff, conducted a review of your account. He confirmed that we were unable to reinstate your credit limit at this time. The specific reasons for our decision were provided in the notice we mailed to you.
Ms. [redacted], our decisions are not made without careful consideration, and I hope the information we’ve outlined clarifies the reasons for our actions. Mr. [redacted] was unsuccessful in his attempts to speak with you. However, should you have further questions, Mr. [redacted] remains available to assist you, and he can be reached at ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted]. We appreciate the opportunity to review this matter and to respond to you.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.