USAA Credit Card Services

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.

December 1, Staff Sergeant [redacted] ***, USA (Ret.) Complaint ID #: [redacted] Dear Staff Sergeant ***: I am responding to your submission regarding your credit card dispute, and I regret the frustration this situation caused you Thank you for speaking with [redacted] , of our staff, who addressed your concerns and assisted with a resolution via a conference call with AT&TWe confirmed there was no adverse reporting to the consumer reporting agencies in regards to this matterIf you have additional questions, MsWatkins 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

April 3, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your credit card with USAA Savings BankI am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire membership Unfortunately, Irma Lyons, of our staff, was unable to reach you and would like the opportunity to discuss your credit card paymentsYou may contact Ms [redacted] at (***) ***-USAA (***), Extension ***, at your convenience 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: This dispute is not resolved, only acknowledged Regards, [redacted]

Sergeant First Class [redacted] , USA Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding your MasterCard with the USAA Federal Savings Bank (FSB)Thank you for brining this matter to our attention [redacted] , of our staff, attempted to reach you by telephone and email to address your concernsMs [redacted] reviewed the account and confirmed that your credit card was closed as you requestedThe FSB acts in accordance with all banking regulations and with our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your allegations of wrongdoingMs [redacted] remains available to address any additional questions concerning this matter and can be reached at [redacted] We 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

June 19, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding closed credit card accountI regret any inconvenience this situation may have caused you Unfortunately, [redacted] , of our staff, was unable to contact you by phone to address your concernsNonetheless, he completed a thorough review of your account and confirmed that the return fee was refunded and a $credit was posted to the account, leaving a $balanceIf 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

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] ***

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 meI do want to mention that I left two phone messages (one on 12/and one on 12/28) for [redacted] since he reached out to me and have received no return call to-date I called to let him know that I filed a case with my local police department for my stolen account information with the information that I printed from your web site and I also left a message to let him know that when you credited my account back the money in question, it was done so incorrectly I am assuming he did receive my messages since the issue with the credit was resolved, but I stand by my initial conclusion that your customer service lately is very disappointing, especially at this level Regards, [redacted]

May 18, First Lieutenant [redacted] ***, USA Complaint ID #: [redacted] Dear Lieutenant ***: I am responding to your submission regarding your USAA World MasterCard® I apologize for the frustration this experience has caused you Thank you for speaking with [redacted] and [redacted] ***, of our staff, who confirmed three credits for $944.53, $and $were applied to your account, and who provided the fraud telephone number in case you have any further issues I hope that your conversation with Ms [redacted] and Ms [redacted] reassured you that your satisfaction is important to us, and if you have additional questions, they 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

Complaint: [redacted] I am rejecting this response because: An automated response does not address my concernsWhy did my dispute get treated differently than anyone else? My dispute was filed on September and still to this day is not resolvedAfter your rep told me they processed the dispute the days startedUnder [redacted] the merchant has days to respond and that didn’t happen because your rep didn’t do what he told me he didThat is not my fault and now the $disputed amount should be permanentYou have violated a federal law and you should be held accountable for thatPlease make that temporary credit permanent and hopefully when you reply to CFB you are honest and admit your violationAgain my request is that you make credit permanent of $and admit you treated me different that you would othersYou will be held responsible for lying to me and will continue to file this case until it is addressed and answered appropriately Regards, [redacted]

December 11, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding unsolicited credit card offers that you received from USAA We regret any inconvenience this may have caused you [redacted] , of our staff, was unable to reach you to discuss your concerns; nonetheless, he reviewed your account and determined that when you called in July 2017, to request to be removed from marketing for all credit card offers, the representative did not submit any changes to your marketing preferences Mr [redacted] identified the opportunity for improvement and feedback was provided He confirmed that there is no relation between the government list and USAA’s marketing preferences; therefore, being on the list did not prevent USAA from sending marketing offers to you Mr [redacted] restricted marketing on your profile, which will prevent USAA from sending marketing offers to you in the future However, you may receive additional USAA mailings within the next four to six weeks as marketing pieces are usually scheduled and prepared prior to the actual mail dates We appreciate the opportunity to resolve this matter and respond to you Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

March 7, Ms [redacted] * [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your second submission regarding your secured USAA Platinum Visa card We responded to your complaint on February 27, While we recognize that you disagree, we confirmed that the payment holds were appropriately placedUnfortunately, [redacted] , of our staff, has been unsuccessful in her attempts to reach you to further discuss your concernsPlease know that Ms [redacted] remains available to speak with you Thank you for giving us another opportunity to reply Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

June 5, MrsTyila Cooks Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding the funds transfer from your checking account with USAA Federal Savings Bank (FSB) [redacted] ***, of our staff, researched your concerns and contacted Pay Pal, who confirmed that [redacted] did not receive the fundsAs a courtesy, [redacted] credited your FSB checking account $on June 3, We regret any frustration and inconvenience you or [redacted] experienced as a result of this matterShould you have any additional questions, [redacted] remains available to assist youThank you for allowing us to reply to youSincerely, [redacted]

February 15, [redacted] , USAF (Ret.) Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding the interest assessed to the promotional balance transfer on your credit card account Thank you for speaking with [redacted] , of our staff, regarding the specifications of the promotionAs he advised, as a courtesy, a $finance charge was previously reversedOur review indicates additional refunds are not warranted as the system is working as designed, and in accordance with the promotional offer [redacted] , while we understand that you disagree, we are confident the appropriate decision has been made 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

February 13, Senior [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding your [redacted] credit cardsI regret any frustration you experienced as we strive to provide quality service to our entire membership [redacted] , of our staff, has been unsuccessful in his attempts to contact you by phone to address your concerns; nonetheless, he conducted a thorough review of your account activityOur records indicate that you contacted our office on January 6, 2017, to update your address to that of an APODuring the same conversation, you reported that the cards were lost/stolen; therefore, replacement cards were mailed to the new addressSubsequently, on January 24, 2017, you informed us that the Visa® card was lost/stolen; hence, a replacement card was expedited to you the same dayWhile our records show that the Visa® was activated on ***.com on January 29, 2017, and is currently in use; to date the MasterCard ® has not been activated [redacted] remains available to assist you should you have additional questionsHe can be reached at (***) ***- [redacted] (***) or (***) ***-***, Extension *** Thank you for allowing us to reply to you Sincerely, [redacted] Credit cards are issued by [redacted] Savings Bank and serviced by [redacted] Federal Savings Bank, both Member FDIC

April 20, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank, and I regret any frustration this matter caused you A thorough review of your account confirmed that on April 12, 2018, a new credit card was delivered to your address on file by FedExIn addition, our records show that on April 17, 2018, a replacement credit card was shipped via First Class mail Thank you for corresponding with Luciana Watkins, of our staff, who mailed a copy of the USAA Rewards Program Terms and Conditions (Rewards T&C) to your address on fileThe Rewards T&C are also located on usaa.comIf you have any additional questions, Ms [redacted] remains available 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:The USAA communication does not address or acknowledge that after overwhelming documentation from local police and a plea of guilty in a county superior court, that fraud was committed in the opening of the credit card and that USAA has taken appropriate action with the credit reporting agencies as well as the collection agency and that action taken be in writing.I have attached the lead detectives report to the county prosecutors officeThe defendant plead guilty to felony counts of related fraud Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I emailed [redacted] a few days ago, I appreciate USAA crediting the amount and removing the late fees, however my card is still stating that I have a past due balance of over $ I asked [redacted] if he could correct the issues since I was making my monthly payments that were given to me form the payment arrangements, but he said the past due was correct and is owedThat makes no sense that you would credit the interest for the past four months but I still owe four months worth of minimum payments in MayIf I had that kind of money I wouldn't have needed the help anyway or a payment planIts like all months of payments were all just deferred till May Regards, [redacted] ***

Complaint: [redacted] II did not ask them to take the payment out for more than the balance due on the card after it closed and yes it was returned because the amount they took out was more than the balance on the card I am rejecting this response because: Regards, [redacted]

Complaint: [redacted] I am rejecting this response but go ahead and close it. USAA admitted to the mistake and no doubt numerous other veterans were misled about rolling over their credit limit to the new 2.5 cash back card. I was informed over the phone that their leadership would not correct my credit limit problem because it would give favors to one veteran over the others. It would seem they would want to correct their mistake with mine and correct others as well. Regards, [redacted] ***