USAA Federal Savings Bank

March 27, 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 the frustration and inconvenience you and your husband experienced as we strive...

to provide quality service to our entire membership. Thank you for speaking with [redacted], of our staff, about your concerns. Please know that coaching was provided to those involved to prevent a future occurrence. As [redacted] explained, the interest rate on your auto loan was reduced to 1.75 percent effective February 3, 2015, and your March 2015 payment was applied as you requested. 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 reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:Not only are there more fees now but initially my complaint involved the difference in information I am able to see online and what is in fact actual.  I received 1 phone call and when I call back I am only getting a machine.  I have left a message, but nothing so far. 
Regards,
[redacted]

January 23, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your USAA membership. I regret any frustration this matter may have caused you. Thank you for speaking with [redacted], of our staff, about your concerns. As she...

explained, your documentation was received and a new member profile was created for you. I understand that you have already obtained an automobile insurance quote online. Should you decide to purchase a policy, our representatives are available to assist you and can be reached at (210) 531-USAA (8722) or (800) 531-8722. Thank you for allowing us to reply to you. Sincerely, [redacted]

January 14, 2015 Staff Sergeant [redacted], USAFR Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your deposit account ending in [redacted] with the USAA Federal Savings Bank (FSB). I regret that it was necessary to contact us more than once regarding this...

matter. 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 when an account is opened and is available on usaa.com. In accordance with the DAD, we can apply holds for up to seven business days from the date of deposit. On November 17, 2014, a portion of your deposit into your new USAA checking account was placed on a seven-day hold. Subsequently, the hold was released as you mentioned. There are numerous reasons why a hold is applied including the source of deposited funds, method of deposit, and bank account history such as charged-off accounts. I understand [redacted], of our staff, was unable to reach you to discuss your concerns. At your convenience, please contact [redacted] to review your account history. [redacted] can be reached at (210) 531-USAA (8722) or (800) 531-USAA (8722), Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I did not setup the payment I stoped the auto and they took it out after they took it out . Which leaving me oweing. A balance on the auto which I cancle it also which there should not be a balance . Also if they put my deposit in before the bill my account would not had min. Over drift fee . They both came in the same date. Some banks do this to make money. If they dont wont want to make it right im closeing my credit card also .

January 21, 2015 Specialist [redacted], USAR Complaint ID #: [redacted] Dear Specialist [redacted]: 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 accounts. As he...

explained, only your account ending in [redacted] has overdraft protection. Our records reflect that the FSB recommended that you add overdraft protection to your checking account ending in [redacted]; however, this action was not taken. Therefore, the nonsufficient funds (NSF) fees you were charged were appropriate. On January 12, 2015, the FSB refunded an additional NSF fee to your account as a courtesy. We respectfully decline your request for additional reimbursement. Should you have any further questions or concerns about your accounts, [redacted] remains available to assist you. Thank you for 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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:There was fraud on my account and they refuse to accept it. Even a police report was filed, and they still refuse to accept that any fraud took place. what kind of bank doesn't handle fraud. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
[redacted] the one in charge with our case doesn't contact us I called and it is always busy.
Regards,
[redacted]

March 24, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your mortgage experience with the USAA Federal Savings Bank (FSB). We regret any frustration or inconvenience you experienced during your loan process as we strive to provide...

quality service to our entire membership. Our records reflect that the closing of your mortgage was impacted by multiple factors, including a vesting discrepancy and deed correction, and additional verification of income. [redacted], of our staff, was unsuccessful in reaching you to discuss your concerns; however, she sent a detailed email explaining the extension of the rate lock. In addition, [redacted] confirmed that the FSB applied points to the closing of your loan in the amount of $422.32. I am pleased to learn that your loan was closed on March 12, 2015. If you have additional questions or concerns, [redacted] remains available and she may be reached at [redacted], Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

April 1, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your deposit and credit card accounts. We responded to your complaint on March 20, 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.

April 17, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your credit card account. Our records confirm that you filed three inquiries with the Consumer Financial Protection Bureau (CFPB). We responded to the CFPB on February 25, 2014, August...

19, 2014, and February 6, 2015. While we recognize that you disagree, we feel confident that the correct decision has been made. 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.

January 16, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the handling of your USAA Secure Checking account ending with [redacted] and held by the USAA Federal Savings Bank (FSB). [redacted], of our FSB staff, attempted to reach...

you by telephone to discuss your account transactions and explain the Funds Availability policy. Our records reveal that you deposited a check in the amount of $1,000.00 on December 15, 2014, by a remote deposit transaction, and $500.00 of the funds were held until December 22, 2014. By the time check #[redacted] in the amount of $40.00 was presented to your account, on December 16, 2014, you had an available balance of $5.76. The check was returned due to non-sufficient funds (NSF) and a $29.00 fee was applied the next day. On December 27, 2014, we refunded the $29.00 NSF fee as a courtesy. Our Funds Availability policy is described in the Depository Agreement and Disclosures, which is provided to accountholders and is available for your review on usaa.com. After completing a transaction for remote deposit capture, the hold details are made available. Since the account was handled appropriately, we are respectfully declining to refund the $40.00 that you are requesting. [redacted] remains available to speak with you and can be reached at (800) 531-USAA (8722), Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

December 12, 2014 [redacted] Complaint ID #: [redacted] Dear Mr. Whatley: I am responding to your submission regarding a deposit hold with the USAA Federal Savings Bank (FSB). Our records indicate that you deposited funds into your checking account from a remote location using USAA...

Deposit@Mobile. The FSB’s Remote Deposit Capture User Agreement explains that funds deposited via USAA Deposit@Mobile will be available after USAA receives payment for the funds submitted. Thank you for speaking with [redacted], of our FSB staff, about our hold policy. We regret any inconvenience this situation may have caused you. As [redacted] explained, future deposits may be subject to the same holds. If you have additional questions concerning this matter, [redacted] remains available to assist you and may be reached at [redacted] We appreciate the opportunity to address your concerns. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: That is not true, I sent them a request for arbitration.  I have not received ANY calls from them since my last response to the Revdex.com reply.  I have the phone records to prove it.  I am attaching the letter that was sent to USAA regarding my request for arbitration.
Regards,
[redacted]