USAA Credit Card Services

December 21, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]   I am responding to your submission regarding your service experiences related to your insurance inquiry and your credit card account.    Thank you for speaking with members of our staff about...

your concerns.  After conducting reviews of this matter, we gathered additional information from you and offered to provide you with a renters insurance policy quote, which you declined.  In addition, we confirmed that you processed a credit card payment.    I hope your conversations with us reassured you that your satisfaction is important to us.  Your comments were shared with the appropriate areas to prevent future recurrences.  If you have additional questions, [redacted] and [redacted], of our staff, remain available to assist you.  We appreciate you allowing us to reply to you.    Sincerely,   [redacted]   Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

[redacted]
[redacted]
[redacted] I am responding to your submission regarding the returned payments made on the credit card you hold with the USAA Federal Savings Bank (FSB). Our records reflect that prior to January 2016, you successfully scheduled payments...

from an external checking account you held with AAFES. In December 2015 and February 2016, you added a PenFed and a SunTrust checking account to “Pay Bills”; however, two subsequent credit card payments made from those accounts were returned unpaid by those financial institutions citing “invalid account number.” As a result, the FSB assessed the respective fees after each incident. On February 23, 2016, you removed the PenFed and SunTrust accounts from your “Pay Bills” list and added a new external account. [redacted], of our FSB staff, was unsuccessful in his attempts to reach you by telephone to address your concerns. Nonetheless, on February 23 and February 26, 2016, the FSB issued your credit card account four courtesy credits totaling $100.00 for the fees assessed, but due to a lack of payment on January 9, 2016, your credit card was reported as 30 days late to the credit reporting agencies. Since the transaction was processed accurately, we must respectfully decline your request to remove the late payment from your credit report. If you have additional questions concerning this matter, Mr. [redacted] remains available to assist you. Ms. Selvidge, we appreciate you allowing us to look into this matter and reply to you. Sincerely, [redacted] 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:[redacted] has not made any attempt to contact me by phone or mail! Also called Usaaon 11-29-2016 asked to speak to her and was  told she was not available! And she does not work in credit card dept. Since usaais not willing to respond or cooperate I will take this problem to the next level and beyond! It will be settled one way or another!  
Regards,
[redacted]

April 6, 2018
Mr. [redacted]  Complaint ID #: [redacted]
Dear Mr. [redacted] 
I am responding to your submission regarding your credit card account.
I understand that [redacted] of our staff, contacted you and advised that we are continuing to review this matter. We will...

follow up with you directly once our review is complete.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

April 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your credit card payments.
Our records confirmed that on September 15, 2016, you authorized to set up an automatic payment with the correct external account information, allowing the $313 to post successfully. We also confirmed that the external account information was incorrect for the payments that did not process. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

September 1, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your credit card with the USAA Federal Savings Bank.   Our records confirm that you filed an inquiry with the Consumer Financial Protection...

Bureau (CFPB) and we will respond to the CFPB accordingly.    We appreciate you allowing us to reply.    Sincerely,   [redacted]     Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank (FSB). Your feedback is appreciated and has been shared with the appropriate areas. 
Thank you for speaking with [redacted]...

[redacted], of our FSB staff, who explained the possible accommodation to your request.  I understand that you have opted to leave your auto loan account as is.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, she remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The response states incorrectly that the fee was charged appropriately - the USAA employee said I was well within the grace period for canceling my card and I should not have had the charge retained after the card was canceled.  In addition, I do not believe they had any legal right to charge a fee on a new account when I had not accepted the termsand conditions.  Regardless, USAA has removed the fees and the closed account balance is zero, which is an acceptable resolution.
Regards,
[redacted]

October 6, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account with the USAA Savings Bank.  I regret any frustration this matter may have caused you, and feedback about your situation has...

been shared with the appropriate areas. Thank you for speaking with [redacted], of our staff, who confirmed the recent credit limit increase you received is the maximum that you would qualify for at this time.  If you have additional questions, Ms[redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]          Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

March 23, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your Signature Visa credit card. I regret the frustration you recently experienced as we strive to provide quality service to our entire membership. Your feedback is...

appreciated as we are continually seeking ways to improve the way we do business.
Thank you for speaking with [redacted] of our staff. We confirmed the $6,000 credit adjustment posted to your card on March 20, 2017. If you have additional questions on this matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

July 29, 2016
[redacted]. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding a credit card application with the USAA Federal Savings Bank (FSB).
We responded to your complaint on July 20, 2016. While we feel confident that the situation was handled appropriately, your feedback was shared with our staff to ensure a better member experience.
Thank you for the opportunity to reply to you again.
Sincerely,
[redacted]
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:However, these transactions are what I made and this is what I need to be reviewed in order for this complaint to be resolved. 
Regards,
[redacted]

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

December 19, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your USAA Savings Bank credit card account.  We regret any frustration this matter may have caused you.   Thank you for speaking with [redacted]...

[redacted], of our staff, who explained that your Visa credit card ending in [redacted] was closed based on your credit information at that time.  Based on changes in your credit information, you were recently approved for a new Visa credit card ending in [redacted].  She advised that the terms and conditions are different for each credit card; therefore, we cannot add the old terms to the new account.  Ms. [redacted] could not confirm that you requested to opt out of marketing.  If you have any other questions, Ms. [redacted] remains available to assist you.     We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Ms. [redacted] from USAA was a tremendous help. She is courteous, highly professional, and went above and beyond to see this problem remedied. I would like, if possible, written documentation from USAA in print indicating the erroneous debt was resolved would be appreciated. Just in case a problem should arise in the future. Again thank you for resolving this issue.
Regards,
[redacted]

September 28, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your Certificate of Deposit and Secured Credit Card.
We responded to your complaint on September 25, 217. 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. Please know the USAA Federal Savings Bank follows all federal regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]
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.

October 24, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your credit card account with the USAA Savings Bank (USB).   Thank you for speaking with [redacted], of our staff, who confirmed that interest...

charges were appropriately assessed to your Visa ending in 1153.  While the USB reserves the right to withhold credit availability on any payment as outlined in the USAA Credit Card Agreement (Agreement), this would have no impact on the account’s accrual of interest, as payments are posted as of the day they are received.  The Agreement further advises that cash advances do not have a grace period.  As such, your October statement reflected an Interest Charge on Cash Advances accrued between September 10 and October 2, 2017, which reflects the closing date of the previous month’s statement until the date your payment was received. If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]   Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

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

August 30, 2017   Mr. [redacted]  Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your Rate Advantage Platinum Visa® and I regret any frustration this matter may have caused.   Thank you for speaking with [redacted], of our...

staff, who discussed your concerns.  I hope that your conversation with Ms. [redacted] clarified why we cannot transfer a balance from an existing USAA credit card to your new credit card; however, should you have additional questions, she remains available to assist you at ([redacted]) [redacted]-USAA ([redacted]) or ([redacted]) [redacted], Extension [redacted].   We appreciate you allowing us to reply    Sincerely,   [redacted]   Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

December 29, 2015
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your checking account ending in [redacted]. 
Thank you for speaking with [redacted], of our staff, who thoroughly reviewed your concerns and confirmed...

that your account status has been updated as previously agreed.  We strive to provide quality service to our entire membership, and I apologize for any frustration and inconvenience this matter has caused you.  Should you have any further questions about this situation, Ms. [redacted] remains available to assist you. 
We appreciate the opportunity to research your concerns and to reply to you. 
Sincerely,
[redacted]