USAA Credit Card Services

September 8, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your credit card account with USAA Federal Savings Bank (FSB)I regret any inconvenience you may have experienced, and I hope you find the following information helpful Thank you for speaking with [redacted] , of our staff, who thoroughly reviewed your credit card paymentAs he confirmed, effective November 2016, the FSB requires members to indicate the entire account number on your checks when submitting payments to ensure timely and accurate processingSince your check did not have the pertinent information, the payment was not applied and a $finance charge was assessed to the accountWhile the appropriate notifications were sent to members advising of the procedural change, as a courtesy, the fees were reversedI hope your conversation with Mr [redacted] helped reassure you that your satisfaction is important to usYour feedback has been shared with the appropriate areas here at USAA Mr [redacted] , please know that our core values of service, loyalty, honesty, and integrity, are at the center of everything we doWe 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.Sir or Ma’am, I need to amend my complaint with USAA as shown on the Revdex.com site After the complaint was filed, USAA reached out to me and we have successfully worked through the problem In fact USAA has changed the period to cancel credit cards based on this complaint I would definitely like to add this information to the complaint and resolution.Sincerely, [redacted] ***

December 1, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your credit card dispute 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 Mr 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]

November 8, Ms [redacted] Complaint ID #: [redacted] Dear MsNewsome: I am responding to your submission regarding the interest charge on your credit card account I regret any frustration this situation has caused you Thank you for speaking with *** [redacted] , of our staff, who confirmed that after a review of the call recording in question, you were correctly advised that your statement balance must be paid in full to avoid finance charges Therefore, we must respectfully decline your request for a refund of the finance charge, as no bank error occurred We are unable to provide you a transcript of the call recording, as it is considered proprietary information If you have any additional questions, Mr [redacted] remains available to assist you We appreciate the opportunity to reply to you Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

November 11, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your USAA American Express credit card application experience Thank you for speaking with [redacted] , of our staff, about your situation and experience As Ms [redacted] explained, we have applied the promotional offer to your credit card account as a courtesy, and we have made the change in our database so your name now appears as [redacted] We appreciate you allowing us to look into your concerns and reply to you Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

June 9, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs***: I am responding to your submission regarding your credit card with the USAA Federal Savings Bank (FSB)Thank you for speaking with Albert [redacted] , of our FSB staff, who explained the events that transpired on your credit cardAs he advised, the $interest charge was refunded to your accountIf you have additional questions, Mr [redacted] remains available to assist youWe appreciate you allowing us to reply to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

May 22, 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 cardI 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 portfolioUSAA 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.comThe 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 permitWe 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 accountHe confirmed that we were unable to reinstate your credit limit at this timeThe 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 actionsMr [redacted] was unsuccessful in his attempts to speak with youHowever, should you have further questions, Mr [redacted] remains available to assist you, and he can be reached at (***) ***-USAA (***) or (***) ***-***, Extension ***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

October 13, [redacted] Dear Mr [redacted] : I am responding to your submission regarding your credit card account and access to usaa.comWe understand each person has a unique financial situation and that certain life events outside of his or her control may cause difficulties In keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain obligations with us To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has caused USAA to suffer a financial loss When this basic principle is compromised, we believe it is in the best interest of the association to limit access to usaa.com Our representatives are available to process any transactions or assist in servicing your existing accounts Additionally, we offer a limited view of your accounts on mobile.usaa.com, which can supplement the account information you can get by mail or telephoneIf you have any questions, [redacted] , of our staff, is available to assist you and can be reached at [redacted] Thank you for 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 7, Master Sergeant [redacted] , USAF (Ret.)Complaint ID #: [redacted] Dear Master Sergeant [redacted] : I am responding to your submission regarding your USAA Federal Savings Bank credit cardI regret any frustration you experienced Thank you for speaking with [redacted] of our staff, who advised you that the fraudulent charge had been reversed, and credits were issued for the $charge along with the $late fee and $in finance charges I understand that she confirmed that your credit reports would be updated in 30-days and would not show a late payment If you have any additional questions, Ms [redacted] remains available to assist youWe 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] First, thank you for the response even though it took more than week to respondNext, I have been waiting for someone to call me for almost months with this problem and no one except one person and I was not home at the timeI tried to call her back and left her messages times and she never returned my callYou state that now you tried to contact me and that is falseThere were no calls on my home phone or cell phoneI have been a member for more than years and I spent years in the US Air Force and I was honorably dischargedI hope you do not treat all your members this wayI will eventually be ending all my relationship with USAAI am very disappointed and saddened by the treatment that I was given

April 20, Staff Sergeant [redacted] ***, USA (Ret.)Complaint ID #: [redacted] Dear Sergeant [redacted] I am responding to your submission regarding the cash advance fee assessed to your USAA credit card account We regret any frustration or inconvenience you experiencedThank you for speaking with [redacted] , of our staff, about your concerns Ms [redacted] reviewed the account activity and confirmed the representative followed the appropriate steps to remove the fraud block on your debit card We are unable to determine why the fraud block was not removed at that time As a courtesy, Ms [redacted] refunded the cash advance fee to your account as requested If you have additional questions, Ms [redacted] remains available to assist youWe 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 Other bank products issued and serviced by USAA Federal Savings Bank

Complaint: [redacted] I am rejecting this response because: consider it closed I will not close my Revdex.com complaint, I have not even put my review on Yelp, nor I have started telling my story to the military/veterans groups on Facebook I think it is time that vets, learned that just because a bait and switch company says they are pro veterans, that not everthing is as it appears Regards, David Hazard

December 21, [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding your experience following the notification of fraudulent transactions on your credit cardWe apologize for the frustration and inconvenience you experiencedThank you for speaking with [redacted] , of our staff, about your concerns and feedbackI understand that Mr [redacted] confirmed the correct report has been filed and a new card has been issued to youOur records reflect that credits for the fraudulent transactions posted to your new account on December 13, Should you have any further questions, Mr [redacted] remains available to assist you [redacted] ***, please know that we are working diligently to address the hold times our members are experiencing when they contact us by telephoneWe appreciate your service to our country and you allowing us to reply to youSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

July 29, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your USAA American Express credit card account with USAA Federal Savings Bank (FSB) Thank you for speaking with [redacted] , of our FSB staff, who confirmed the finance charges were assessed in accordance with the USAA Credit Card Agreement and provided a courtesy refund for the finance charges Should you have any further 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

Complaint: [redacted] I am rejecting this response because: I need to speak to [redacted] (*) still regarding issues pertaining to my CC ending in I have left two voicemails, one on Monday/27th and a voicemail today the 28th Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] When I spoke with [redacted] I advised her I would be filing a formal complaint with the CFPB and was told "Ok", so this should come as no surpriseHowever now as a result, my auto insurance that I have had for almost a year (with no tickets or accidents and always paid almost days early) has been increased!! USAA is calling it a "share of risk", but the fact that the increase come just days after I file a complaint with the Revdex.com and the CFPB then I receive notice of my policy increase days later of almost $That is retribution, certainly not a fair banking practice! Thank you Regards, [redacted]

January 24, Major [redacted] , USA Complaint ID #: [redacted] Dear Major [redacted] : I am responding to your submission regarding your mortgage payments Thank you for speaking with [redacted] , of our staff, who confirmed that Nationstar Mortgage, LLC, who services your loan on USAA’s behalf, agreed to process a request to update the reporting for your July payment A letter confirming the update was sent to you separately on January 24, We regret any frustration you experienced, and I hope that your conversation with Mr [redacted] reassured you that your satisfaction is important to us If you have additional questions, he remains available to assist you We appreciate the opportunity to review this matter and respond Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: No answer given, just abuse of policyNo resolution offered or Input to fix in the future, unprofessional "banking" at its finest Regards, [redacted]

September 1, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs***: 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