USAA Federal Savings Bank

March 12, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: 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 $25.00 overdraft fee as a courtesy. As your checking and savings accounts with the FSB are both closed, an official check for the $25.00 refund was mailed to you. We appreciate the opportunity to review your concerns again. Sincerely, [redacted]

December 5, 2014
[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 future. I understand that [redacted], of our FSB staff, advised that the $91.07 credit from Amazon was transferred to your MasterCard ending in [redacted] and that the MasterCard ending in [redacted] has been closed with a zero balance. Should you have any additional questions regarding the matter, [redacted] remains available, and she may be reached at (800) 531-USAA (8722), Extension [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.

March 3, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding a payment hold for your credit card with the USAA Federal Savings Bank (FSB). Our records indicate that you submitted a payment to your credit card via Western Union (WU)...

on February 13, 2015. We are unable to locate records supporting that you were given incorrect dates as to when the payment would be reflected on your account. WU cut off times vary and when we received your payment, we acted in accordance with our procedures and processed your payment on the following business day, February 16, 2015, and backdated the payment to February 13, 2015, after it posted to your account. Please note that the payment lowered your balance; however, the payment was not reflected on your available credit until seven business days later consistent with the Credit Card Agreement terms and conditions which is provided to all account holders and available on [redacted], of our FSB staff, was unsuccessful in her attempts to reach you to discuss your concerns, and we regret any inconvenience this situation may have caused you. It is important to know that the FSB complies with all federal banking guidelines and acts in accordance with our core values of service, loyalty, honesty, and integrity. If you have additional questions concerning this matter, Ms. [redacted] remains available to assist you, and she may be reached at [redacted] or ###-###-#### , Extension [redacted]. Thank you for allowing us to respond to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

April 6, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) checking account. It 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 integrity. We appreciate you speaking with [redacted], of our FSB staff, who reviewed your account and the details surrounding the returned check. As 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 returned. The NSF fee was refunded to your account as a courtesy; however, we respectfully decline your request to pay the merchant. If you have any additional questions, [redacted] remains available to assist you and can be reached at [redacted] or ###-###-#### Extension, [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

January 26, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your 2013 tax return and your USAA Federal Savings Bank (FSB) deposit account. We responded to your complaint on January 13, 2015. While we recognize that you disagree, we feel confident that the correct decision has been made. There are no further actions the FSB can take, and no new information has been presented that would warrant a change in our position. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. 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. [redacted] has refunded the transfer fees in order to be able to complete the original transfer amount. She said she will refund the penalties I incurred through navy fed as well once they provide me with the exact amount. I have been unable to respond until now due to an accident.
Regards,
[redacted]

April 16, 2015 [redacted].) Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the emails being sent to Mrs. [redacted]’s email address. Please accept my apology for any frustration this matter has caused you or Mrs....

[redacted]. As [redacted], of our staff, advised, we have updated your document delivery preference to receive all correspondence by mail, and the email addresses for both you and Mrs. [redacted] have been removed. If you have any additional questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

February 13, 2015 [redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding an account that was opened in your name with the USAA Federal Savings Bank.  We regret the frustration you experienced and appreciate you bringing your concerns...

to our attention. Thank you for speaking with [redacted], of our staff, who explained what transpired and confirmed that we are taking the appropriate actions to rectify the situation. Should you have any further questions, [redacted] remains available to assist you, and she can be reached at [redacted] or ###-###-####, Extension [redacted].We appreciate the opportunity to respond to you.  Sincerely,[redacted]

December 2, 2014
Mr. Ronald [redacted]
Complaint ID #: 10316668
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 number. The new ATM/debit card was delivered and activated on November 22, 2014. I understand [redacted], of our staff, has been unable to reach you to discuss this matter and alternatives for accessing funds while traveling. If you have questions, Ms. [redacted] remains available to assist you and can be reached at [redacted], Extension [redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

March 20, 2015 Captain [redacted], USA Complaint ID #: [redacted] Dear Captain [redacted]: I am responding to your second submission regarding your rental property insurance policy and your loan with the USAA Federal Savings Bank (FSB). I understand that [redacted], of our staff, spoke with you about the rental property insurance and explained that we agreed to reissue the policy. Since you are residing in the home, a homeowners policy was issued effective February 12, 2015. As [redacted] explained, the policy will be reviewed in 2016 for nonrenewal. [redacted], of our FSB staff, has been unable to reach you to discuss your concerns with the manner in which the FSB is reporting the loan status to the credit reporting agencies. [redacted] confirmed that the loan charged off in August 2011 as the loan had matured and the balance remained unpaid. The FSB received nine payments between September 29, 2011, and April 16, 2012, which satisfied the balance. However, since the loan was satisfied after it was charged off, the reporting of the account as charged off with a zero balance is accurate. [redacted] mailed you a copy of the payment history of the account to include the date the loan was charged off and the date your final payment was applied. If you have additional questions, [redacted] remains available to assist you, and he can be reached at [redacted] or [redacted], Extension [redacted]. Captain [redacted], please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we strongly disagree with any allegations of wrongdoing. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

March 20, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your service experience with the USAA Federal Savings Bank (FSB), and I regret any frustration this situation may have caused as we strive to provide quality service to our...

entire membership. Our employees are expected to be courteous and informative and to handle matters in a timely manner. Coaching has been provided to those involved to ensure other members do not have a similar experience. Our records reflect that on March 12, and March 16, 2015, a copy of the check you deposited on December 6, 2014, was provided to you on [redacted], of our FSB staff, was unsuccessful in speaking with you about your concerns. Should you have additional questions, [redacted] remains available and can be reached at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to review this matter and respond to you. Sincerely, [redacted]

April 15, 2015 Mr. [redacted]. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit account ending in [redacted] with the USAA Federal Savings Bank (FSB). We appreciate you speaking with [redacted], of our staff, and confirming your concerns...

are with the NSF fees related to PayPal and CashNetUSA transactions only. Our records reflect that between March 9 and April 6, 2015, six items from PayPal and four items from CashNetUSA were presented for collection from your deposit account. As funds were insufficient to pay the transactions, NSF fees were assessed in accordance with the FSB’s Depository Agreement and Disclosures (DAD), which is available for your review on usaa.com. I understand that Ms. [redacted] refunded one NSF fee as a courtesy, provided stop payment instructions to you, and agreed to waive to the associated stop payment fee. Should you have additional questions about this matter, please contact Ms. [redacted] at ([redacted]) or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

February 27, 2015 [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 loan. I apologize for any frustration caused by the collection attempt for the $95.00 lien recording fee. Your 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 date. You can complete a due date change on usaa.com or by contacting us at [redacted] or [redacted]. We appreciate the opportunity to respond to you. Sincerely, [redacted]

February 25, 2015 Chief Warrant Officer [redacted], USAComplaint ID #: [redacted] Dear Chief Warrant Officer [redacted]: I am responding to your second submission regarding your credit card and checking account with the USAA Federal Savings Bank. We responded to your complaint on February 2, 2015.  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.   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.

Complaint: [redacted]
I am rejecting this response because:My request for closing the account was prior to any negative balance that I was aware of (you had removed the only access I had to the account so I could not have known for certain); the amount that was overdrafted after my request to close the account must be refunded as the fault is solely USAA's.
Regards,
[redacted]

December 8, 2014
Staff Sergeant [redacted], USA (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding your deposit account held at the USAA Federal Savings Bank (FSB). The service we provide to our members is important to us and we...

regret any frustration or confusion the handling of you account may have caused you.
[redacted], of our FSB staff, was unable to reach you by telephone to discuss your concerns in detail. Our records reflect that the fees and charges applied to your account are valid, and we are unable to apply a credit as you have requested. [redacted] [redacted] remains available to review your activity and to provide some suggestions for account maintenance. Additionally, she can discuss the process to initiate a permanent stop payment for revolving debits or discuss our dispute process. Please contact [redacted] [redacted] at (800) 531-USAA (8722) Extension [redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

December 2, 2014
[redacted] Complaint ID #:[redacted]
Dear [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 number. The new ATM/debit card was delivered and activated on November 22, 2014. I understand [redacted], of our staff, has been unable to reach you to discuss this matter and alternatives for accessing funds while traveling. If you have questions, [redacted] remains available to assist you and can be reached at (800) 531-USAA (8722), Extension[redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

December 5, 2014
[redacted]
Complaint ID #: [redacted] 
Dear [redacted]:
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).
It is important to note that FSB handles all deposits and return items in accordance with federal...

guidelines and in keeping with the provisions of the FSB’s Depository Agreement and Disclosures (DAD), which is provided when an account is opened and is available on usaa.com. Per the DAD, “All financial institutions are required by law, including the USA Patriot Act, to obtain, verify, and record information that identifies each customer who opens an account with that financial institution and in certain other circumstances.” Nonetheless, I regret the frustration you experienced with our identity verification process. Your experience was shared with the appropriate area to prevent a recurrence.
We appreciate you speaking with [redacted], of our FSB staff, about your concerns. I was pleased to learn that access to your checking account was restored and all restrictions were removed. If you have additional questions, [redacted] remains available to assist you and may be reached at (800) 531-USAA (8722), Extension [redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

March 19, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission related to your service experience with the USAA Federal Savings Bank (FSB). When members advise us that their request was not handled to their satisfaction, we welcome the...

chance to review the situation. Our employees are expected to be professional and courteous at all times, and based on your comments, this was not your experience. Coaching was provided to those involved to prevent a future recurrence. As you know, after a check that was deposited to your checking account was returned for stop payment, a $5.00 returned item fee was assessed to the account in accordance with the FSB’s Service Fee Schedule. Subsequently, you spoke with members of the FSB staff, who declined to refund the fee. Thank you for speaking with [redacted], of our FSB staff, on March 16, 2015. He apologized to you and assured you that we would address the service issues. Thank you for allowing us the opportunity to reply to you. Sincerely, [redacted]

April 22, 2015 [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 membership. Thank you for speaking with [redacted], of our staff, about your concerns. As [redacted] explained, the interest rate on your auto loan was reduced to 2.99 percent, and your payment was adjusted appropriately. Please know that coaching was provided to those involved to prevent a future occurrence. If you have additional questions, [redacted] remains available to assist you and may be reached at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to review this matter and reply to you. Sincerely, [redacted]