USAA Federal Savings Bank

May 1, [redacted] Complaint ID #: [redacted] Dear Sergeant Rodriguez Esteban: I am responding to your submission regarding the concerns with USAA Federal Savings Bank (FSB) that you outlinedWe regret the disappointment any of these matters have caused you, and I hope you find the following information helpfulConsumer Loan Our records reflect that on May 23, 2009, you were approved for an automobile loan; however, you did not accept our offerBetween September 29, 2010, and March 9, 2013, you submitted three automobile refinance applicationsThe applications were declined for various reasons and denial letters outlining the decision for each application were mailed to you accordinglyMortgage We were unable to find any evidence of a mortgage loan refinance applicationCredit Card Our records reflect that on May 27, 2009, you applied for a USAA MasterCard®, which was approved the same dayOur review did not uncover any evidence of a delay with the application processing or delivery of the cardOn October and December 14, 2014, you applied for a USAA American Express® credit cardThe applications were declinedNotifications of the decisions were sent to you along with offers for a USAA Secured American Express [redacted] , of our FSB staff, attempted to reach you and discuss your concerns by telephoneShould you have any questions, please contact [redacted] at [redacted] or [redacted] Extension *** [redacted] , please know that we appreciate your service to our country and that we carefully underwrite all requests for credit in accordance with banking regulationsThank you for giving us the opportunity to review your concerns and respond to youSincerely, [redacted] 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

December 2, MrRonald [redacted] Complaint ID #: Dear Mr [redacted] : I am responding to your submission regarding your ATM/debit card, and we regret the frustration this situation has caused you A review of your account found no records validating contact or an order being placed for a new ATM/debit card previously; however, on November 20, 2014, a representative you spoke with closed your card and expedited one to you with a new numberThe new ATM/debit card was delivered and activated on November 22, I understand [redacted] ***, of our staff, has been unable to reach you to discuss this matter and alternatives for accessing funds while travelingIf you have questions, Ms*** remains available to assist you and can be reached at [redacted] , Extension *** Thank you for allowing us to reply to you Sincerely, [redacted]

February 25, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your checking and savings accounts with the USAA Federal Savings Bank (FSB)Our records reflect that on February 6, 2015, you initiated a payment for your auto insurance policy via [redacted] ; however, the FSB returned the item unpaid due to a lack of funds in your checking account and a $non-sufficient funds (NSF) fee was assessed the following business dayPayments submitted via [redacted] will attempt to post to an account a second time if the first payment is returned unpaidOn February 9, 2015, the insurance payment was attempted a second time; however, it was also returned due to a continued lack of funds in the checking account and a second NSF fee was assessedOn February 10, 2015, USAA received your email request to close your checking accountIt should have been explained that your request could not be completed because the account had a negative balanceThe next day, as a courtesy, a credit for the two NSF fees posted to your account [redacted] , of our staff, was unable to reach you by telephone to discuss your concerns; nonetheless, your FSB checking account was closed on February 16, 2015, and your savings account was closed the following dayIf you have additional questions, Mr [redacted] remains available to assist you and can be reached at [redacted] , or ###-###-####, Extension ***Thank you for allowing us to reply to youSincerely, [redacted]

February 27, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank (FSB)Our records indicate that our January 28, 2015, CFPB response addressed the matters regarding the interest rate and extended vehicle protection for your loanI apologize for any frustration caused by the collection attempt for the $lien recording feeYour experience has been shared with management, and your feedback is being used to improve the way we do business [redacted] , of our FSB staff, confirmed that the fee has been waived and that you are eligible to change your payment due dateYou can complete a due date change on usaa.com or by contacting us at [redacted] or [redacted] We appreciate the opportunity to respond to youSincerely, [redacted] ***

March 12, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your second submission regarding your checking and savings accounts with the USAA Federal Savings Bank (FSB)Thank you for corresponding with [redacted] , of our FSB staff, who refunded the $overdraft fee as a courtesyAs your checking and savings accounts with the FSB are both closed, an official check for the $refund was mailed to youWe appreciate the opportunity to review your concerns againSincerely, [redacted]

January 15, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your credit card with USAA Federal Savings Bank (FSB)Our records reflect that you established your credit card with the FSB on November 17, A few days later, your ex-fiancé, [redacted] was added to the account as an authorized userYour account became delinquent on July 24, 2013, and was subsequently assigned to a collection agencyOn January 31, 2014, the account was charged off as all of the collection attempts were unsuccessfulThe FSB has received multiple credit reporting disputes from you, and each time the FSB responded that the reporting was correctThank you for speaking with [redacted] , of our staff, who provided you with information validating the opening of your account and the owed balanceYou advised [redacted] that you had no knowledge of who [redacted] was [redacted] was able to confirm that the telephone number listed on your Revdex.com submission is registered to [redacted] ***Additionally, during the time your application was submitted, the address on your credit report matched the address we have had on file since You informed [redacted] that you were incarcerated during the time the account was open [redacted] has yet to receive the requested documentation from you confirming the account was opened fraudulentlyAt this time, the credit card debt is valid, and you will remain responsible for the balanceIt is important to know that the FSB complies with federal banking guidelines and regulations under the FCRA, and the FSB is accurately reporting the balance of your account to the consumer reporting agenciesThank you for 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

January 26, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your second submission regarding your tax return and your USAA Federal Savings Bank (FSB) deposit accountWe responded to your complaint on January 13, While we recognize that you disagree, we feel confident that the correct decision has been madeThere are no further actions the FSB can take, and no new information has been presented that would warrant a change in our positionWe appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, [redacted]

January 29, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your second submission regarding your automobile loan with the USAA Federal Savings Bank (FSB)We replied to your complaint on January 20, 2015, and advised that we would respond to your CFPB inquiry regarding this matterOur records reflect that our response was submitted to the CFPB on January 28, Should you have additional questions, [redacted] , of our FSB staff, remains available to assist youSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:The information provided is not accurate In the response, that an agent from the USAA attempted to contact me numerous occasion but it was to no availWhat USAA fails to state is that the agent contact me telephonically, left me a message stating she wanted to get clarification about my rental insurance Time called was during work hours and I had my phone offI attempted to call that agent on numerous occasion and even stated via that agents voice message stating that I am unable to access my phone before 3pm but anytime after that she could call meNever got any call back, tried again still to no availAs usual I believe the goal was to close the case and just move onI am already aware that the organization is to discontinue all communications with me the last time I called before I complained to the Revdex.comStating that My loan account was charged off before any other action was taken is falseI did receive a letter from USAA agent with my payment stating she was returning that payment back to me because she had no idea where to apply the paymentHowever, this was the same method I was making payment until I got that letterAlso, the letter came to me overseasI immediately contacted USAA about the payment returned and that it was no falt of meI even went ahead got payment history sent to USAA from Service Credit Union but it was completely ignored Later on I had a phone call from a lady who was a representative from USAA as well for me to make the remaining payment which was about less that at that time Question to USAA, if my account is still going to be considered charged off whiles I paid it all in full, explain to me how that could be considered charged off and what constitutes charge offAlso, I will need payment history to include the point in which it was considered charged off and the remaining payment maid where did it go.About the rental insuranceI understand u do not plan to do business with me and I respect thatI believe this is considered discrimination Surely they are other agencies to have business withLastly, how you went buy canceling the homeowners insurance without notifying me prior is bad business practiceI had to find that out from My mortgage company Regards, [redacted] ***

March 4, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding the hold that was placed on your deposit into your checking account with USAA Federal Savings Bank (FSB)It is important to note that the FSB handles all deposits in accordance with federal guidelines and in keeping with the provisions of the FSB’s Depository Agreement and Disclosures (DAD), which is provided to all accountholders when an account is opened and is also available on usaa.comAs outlined in the DAD, the FSB can apply longer holds on funds based on a member’s account historyThe FSB mailed you a Notice of Hold on Funds dated February 19, 2015, which included the reason for the holdThank you for speaking with [redacted] , of our staff, who discussed the reasons for the hold in detail with youOur review confirmed that during the time the funds were held, your account did not incur any nonsufficient funds feesIn addition, the hold has been releasedWe regret any frustration this matter caused youThank you for allowing us to reply to youSincerely, [redacted] ***

December 23, Staff Sergeant [redacted] ***, USARComplaint ID #: [redacted] Dear Staff Sergeant ***: I am responding to your submission regarding your request for a mortgage loan modification It is important to note that Dovenmuehle Mortgage Inc(DMI), is the sub servicer or your mortgage loan, which is held by the USAA Federal Savings Bank (FSB) Our records reflect that you initiated an application for a forbearance agreement and a modification of your mortgage loan The FSB contacted DMI, who provided us with the following information On March 3, 2014, DMI approved your loan for a forbearance agreement from April to September 1, The first payment was applied to the loan on March 11, 2014, for $as agreed, and the final payment posted on September 26, 2014, for $ On October 2, 2014, DMI conducted an additional review of your account and determined that additional documents were needed to complete the modification of your loan and a letter was mailed to your address of record to advise you accordingly Between October and November 10, 2014, DMI made several attempts to obtain the necessary documents from you to no avail, and the file was closed as it remained incomplete [redacted] , of our FSB staff, was unable to reach you by telephone to discuss your concerns Should you have further questions, you may reach [redacted] at (800) 531-USAA (8722), Extension***Thank you for allowing the opportunity to review your concernsSincerely, [redacted]

April 22, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding the interest rate on your auto loan with the USAA Federal Savings Bank (FSB)I apologize for any frustration and inconvenience you experienced as we strive to provide quality service to our entire membershipThank you for speaking with [redacted] , of our staff, about your concernsAs [redacted] explained, the interest rate on your auto loan was reduced to percent, and your payment was adjusted appropriatelyPlease know that coaching was provided to those involved to prevent a future occurrenceIf you have additional questions, [redacted] remains available to assist you and may be reached at [redacted] or ###-###-####, Extension ***Thank you for allowing us to review this matter and reply to youSincerely, [redacted]

April 6, [redacted] Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) checking accountIt is important to note that the FSB acts in accordance with the FSB’s Depository Agreement and Disclosures and our core values of service, loyalty, honesty, and integrityWe appreciate you speaking with [redacted] , of our FSB staff, who reviewed your account and the details surrounding the returned checkAs he advised, the check was properly returned due to nonsufficient funds (NSF), and the funds transfers to your checking account were not initiated until the day after the check was returnedThe NSF fee was refunded to your account as a courtesy; however, we respectfully decline your request to pay the merchantIf you have any additional questions, [redacted] remains available to assist you and can be reached at [redacted] or ###-###-#### Extension, ***Thank you for allowing us to reply to youSincerely, [redacted]

January 6, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding the original title for the vehicle you refinanced with the USAA Federal Savings Bank (FSB)Our goal is to provide excellent customer service, and I apologize that this was not your experienceI understand [redacted] , of our staff, spoke with you in detail about the events since you completed your refinanceAs she explained, she requested a release of lien from Ford Motor Credit, and she mailed you a Power of Attorney (POA) to complete and return to USAAI understand you confirmed receipt of the POA on December 23, The POA will allow us to file the proper paperwork with the Nevada Department of Motor Vehicles on your behalfWe regret any frustration and inconvenience you encountered, and appreciate you taking the time to share your commentsIf you have additional questions, [redacted] remains available to assist you and may be reached at (800) 531-USAA (8722), Extension***Thank you for allowing us to reply to youSincerely, [redacted]

December 5, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your Platinum MasterCard® with the USAA Federal Savings Bank (FSB) We regret any frustration that may have been caused by the servicing of your credit card, and we have since provided coaching to avoid a similar situation in the futureI understand that [redacted] , of our FSB staff, advised that the $credit from Amazon was transferred to your MasterCard ending in [redacted] and that the MasterCard ending in [redacted] has been closed with a zero balanceShould you have any additional questions regarding the matter, [redacted] remains available, and she may be reached at (800) 531-USAA (8722), Extension *** 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

Complaint: [redacted] I am rejecting this response because:Regardless of whatever policies you throw at me, you violated laws between customer and bank:1) Interfering with jobs due to Negligence that resulted in customer being fired from both jobs.2) Failure to keep customer updated on status of pending checkI had to call multiple times to see what was going on which I shouldn't have to do.3) Sending back a check WITHOUT authorization from customerAnd while we're at it let's get into a few more serious laws:1) Harassment to customer (laughing, not taking me serious, blaming me for something you screwed up on)In fact it was a woman manager who laughed at me so let's add sexual harassment to that as well2) Failure to help Veteran that your company so eloquently states they do which you clearly don'tSo let's charge you with a identity and statements.3) Failure to inform customer of your policy you just stated iyour response to me when customer first signed up to bank with your companySo that's violations I will be suing you onAs always you continue to not take me seriousYou have made it clear that you do not want to fix your mistake and instead decide to blame meIt's also interesting to find out from other Veterans who bank with you their similar experiences with youSince you are unwilling to comply, then I will begin moving forward with my lawsuitI don't care how good of a lawyer you haveI know you pay them good so they can cover your mistakesBut you haven't dealt with someone like me beforeI will make this case public so the entire country will discover what kind of bank you really are.By the time it's over, your company will be ashesYou will beg for me to stopAnd no I'm not threatening youI'm promisingI'm doing this not only for me but for other Veterans who have to deal with your negligenceI will be damned if I see anyone have to go through what I have with your companyAnd you know what's absolutely hilarious? All you had to do was refund me $and cancel my accountYou'll be the laughing stock of all banksNo one will bank with you after this is overAll because of a meesly $you could have easily refunded but chose not to.Thank you so much for all your helpIt's been a real pleasure banking with you ????????ff2) Regards, [redacted]

January 21, Specialist [redacted] ***, USAR Complaint ID #: [redacted] Dear Specialist ***: I am responding to your submission regarding your checking accounts with the USAA Federal Savings Bank (FSB)Thank you for speaking with [redacted] , of our staff, about your accountsAs he explained, only your account ending in [redacted] has overdraft protectionOur records reflect that the FSB recommended that you add overdraft protection to your checking account ending in ***; however, this action was not takenTherefore, the nonsufficient funds (NSF) fees you were charged were appropriateOn January 12, 2015, the FSB refunded an additional NSF fee to your account as a courtesyWe respectfully decline your request for additional reimbursementShould you have any further questions or concerns about your accounts, [redacted] remains available to assist youThank you for allowing us to reply to youSincerely, [redacted]

March 20, [redacted] ***, USA Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your second submission regarding the joint USAA Secure Checking account ending in ***We replied to your complaint on March 6, While we recognize that you disagree, we feel confident that the correct decision has been madeNo new information has been presented that would warrant a change in our positionI understand that you spoke with [redacted] and [redacted] , of our staff, about the FSB’s Depository Agreement and Disclosures (DAD) Arbitration process and about your inquiry for data related to our investigation, respectivelyBased on your conversation with Ms [redacted] , you were not given the correct address to initiate arbitrationAlthough we recommend that you read the Resolving Disputes – Arbitration section, beginning on page of the DAD, in its entirety, arbitration notifications are to be mailed to USAA Federal Savings Bank General Counsel, [redacted] ***We apologize for any miscommunication and assure you that coaching was provided to those involvedUpon further review of your request, the FSB is available to assist your local law enforcement agency with their investigation; however, the FSB cannot share proprietary documents with you related to this matterWe appreciate the opportunity to revisit your concerns and to reply to you againSincerely, [redacted] This is an attempt to collect a consumer debtAny information obtained may be used for that purpose

March 6, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your experience with the USAA Federal Savings Bank (FSB)Your checking account with the FSB was closed on February 8, We subsequently notified Early Warning™ that your account was charged off with an unpaid balanceOur records reflect that although you settled the account on January 15, 2014, an outstanding balance remainsSince that time, the FSB has reported the account as settled with a balance [redacted] , of our staff, was unable to reach you and explain that we expedited another request to Early Warning to ensure the reporting of your account is accurateWe have received confirmation from Early Warning that your account is being reported correctly as settled with a balanceIf you have further questions, please contact [redacted] at [redacted] or [redacted] ***, Extension ***We regret any frustration this matter caused you, and we appreciate the opportunity to respond to youSincerely, [redacted] ***

January 23, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your USAA membershipI regret any frustration this matter may have caused youThank you for speaking with [redacted] , of our staff, about your concernsAs she explained, your documentation was received and a new member profile was created for youI understand that you have already obtained an automobile insurance quote onlineShould you decide to purchase a policy, our representatives are available to assist you and can be reached at (210) 531-USAA (8722) or (800) 531-Thank you for allowing us to reply to youSincerely, [redacted] ***