USAA Federal Savings Bank

March 19, [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 situationOur employees are expected to be professional and courteous at all times, and based on your comments, this was not your experienceCoaching was provided to those involved to prevent a future recurrenceAs you know, after a check that was deposited to your checking account was returned for stop payment, a $returned item fee was assessed to the account in accordance with the FSB’s Service Fee ScheduleSubsequently, you spoke with members of the FSB staff, who declined to refund the feeThank you for speaking with [redacted] , of our FSB staff, on March 16, He apologized to you and assured you that we would address the service issuesThank you for allowing us the opportunity to reply to youSincerely, [redacted]

March 20, [redacted] Complaint ID #: [redacted] and [redacted] Dear [redacted] : I am responding to your submissions regarding your USAA Federal Savings Bank (FSB) deposit and credit card accountsWhen USAA’s core values of service, loyalty, honesty, and integrity are compromised, USAA exercises the right to discontinue doing business with a member, which includes restricting website access and, to the extent allowed by law, closing their USAA accountsIn accordance with the USAA Credit Card Agreement and the FSB’s Depository Agreement and Disclosures, the FSB may close or suspend an account at any time without prior noticeOur records show that on February and February 28, 2015, you spoke with members of our FSB staff and that we assisted you with cancelling your automatic and scheduled payments and transferring fundsAs you are aware, we notified you in writing on March 3, 2015, that we would close your FSB accounts and advised you of the steps to take to prepare for the account closures [redacted] and [redacted] , of our FSB staff, were unable to reach you by telephone to discuss this matter furtherThe FSB is unable to comply with your request to transfer the balance of your USAA Secured American Express® credit card account, which is secured with a USAA Two-Year Secured Variable Rate Certificate of Deposit (CD)After we closed the CD without penalty, we applied the funds to the outstanding balance on your credit card accountOn March 10, 2015, we issued a $check to you for the remaining funds and mailed it to your address of recordWe reported the credit card accurately to the consumer reporting agencies as closed, and we can confirm that the FSB did not report any delinquencies related to the accountOn March 11, 2015, your four deposit accounts reflected zero balancesAlthough the accounts will officially close on April 2, 2015, before this date you will need to stop direct deposits and any remaining automatic debits and credits and make arrangements for checks that have not clearedIf subsequent account activity occurs, you will be responsible for any outstanding balances owedConversely, if any positive account balances remain at closure, we will refund the amounts to you by check after April 2, Please note that any items presented for payment or direct deposit after the accounts are closed will be returnedThank you for allowing us to reply to youShould you have additional questions, [redacted] and [redacted] remain available to speak with you at [redacted] or ###-###-####, Extension [redacted] or ***, respectivelySincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

March 3, Specialist [redacted] , ARNG Complaint ID #: [redacted] Dear Specialist [redacted] : I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank (FSB)Our records reflect that on January 9, 2015, the FSB sent you a Notice of Right to Cure Default letter due to the continued delinquency of your auto loanThe letter advised you that January 19, 2015, was the last day for payment to avoid repossession of the vehicleThe FSB repossessed the Hyundai Sonata on February 6, 2015, and sent you a notice of our plan to sell the vehicleOn February 12, 2015, you contacted the FSB to make payment arrangements and during the conversation, you were advised of the preferred methods of payment to expedite the transactionYou stated that you were sending a cashier’s check, and while the FSB accepts different methods of payment, it was explained to you that the cashier’s check would be subject to a holdOn February 18, 2015, the balance of your loan was satisfied and the excess amount included in the cashier’s check posted to your USAA checking account the following dayThe FSB was notified that the auction house released the vehicle to you on February 23, [redacted] , of our staff, was unable to reach you by telephone to discuss your concernsIf you have additional questions regarding this matter, he remains available to assist you and can be reached at [redacted] or ###-###-####, Extension***Thank you for allowing us to review your situation and reply to youSincerely, [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 meExcept for the fact no one tried to contact meI spoke with [redacted] who informed me that the refund was never processedHe got it expedited and I did receive it within a few days of our conversationBut, what they wrote about the lady trying to contact me, I never heard from herSo, that part us a bold face lie Regards, [redacted]

December 8, 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 detailOur 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] remains available to review your activity and to provide some suggestions for account maintenanceAdditionally, she can discuss the process to initiate a permanent stop payment for revolving debits or discuss our dispute processPlease contact *** [redacted] at (800) 531-USAA (8722) Extension *** Thank you for allowing us to reply to you Sincerely, [redacted] ***

March 24, [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 membershipOur 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 lockIn addition, [redacted] confirmed that the FSB applied points to the closing of your loan in the amount of $I am pleased to learn that your loan was closed on March 12, If you have additional questions or concerns, [redacted] remains available and she may be reached at [redacted] , Extension ***Thank you for allowing us to reply to youSincerely, [redacted]

January 22, Sergeant [redacted] , USA (Ret.) Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding an outstanding balance with the USAA Federal Saving Bank Thank you for discussing your concerns with [redacted] , of our staff, who confirmed $was credited to the deposit account ending in [redacted] and that all loans contracted jointly by you and Specialist [redacted] are now paid in full and closedUSAA has submitted a request to update this information with the credit reporting agencies; please allow up to days for the update to reflect on your report Please also note that Specialist [redacted] is no longer associated with your USAA profile, and he will no longer be able to add you as a co-applicant on any USAA productsShould you have additional questions or concerns, [redacted] remains available to assist you and can be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension ***We regret any frustration and inconvenience you experienced and appreciate the opportunity to respond to youSincerely, [redacted]

January 7, Mr [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding the nonsufficient (NSF) fees charged to your checking account with the USAA Federal Savings Bank (FSB)I understand [redacted] ***, of our staff, spoke with you and conducted a conference call with [redacted] , who confirmed that the ACH debit attempts to your checking account were authorized transactionsAs [redacted] explained, we will be unable to refund the total amount of NSF fees charged to your checking account as a result of the authorized transactions from [redacted] In addition, [redacted] advised that the FSB already refunded $in NSF fees, and you are responsible for paying the balance owed in the checking accountAs a courtesy, [redacted] refunded an additional $in NSF fees to you and placed it into your savings accountIf you have additional questions, [redacted] remains available to assist you, and she may be reached at [redacted] or [redacted] , Extension ***Thank you for allowing us to reply to youSincerely, [redacted] ***

February 13, Petty Officer Third Class [redacted] , USNComplaint ID #: [redacted] Dear Petty Officer [redacted] : I am responding to your submission regarding your savings account with the USAA Federal Savings Bank (FSB) We appreciate the opportunity to review this situation, and we hope you find the following information helpful Our records reflect that on November 9, 2012, you established a joint savings account without overdraft protection A thorough review confirmed that overdraft protection was not added to your account until February 4, The available funds in the account were insufficient for the January and February 2, 2015, Automated Clearing House debits Therefore, in accordance with the Depository Agreement and Disclosures, which is provided when an account is opened and is available for your review on usaa.com, you were charged two $nonsufficient funds fees on the following business days, respectively As the fees were assessed appropriately, we respectfully decline your request for reimbursement [redacted] ***, of our FSB staff, was unsuccessful in speaking with you to discuss your concerns Should you have further questions, [redacted] remains available to assist you and can be reached at [redacted] or ###-###-####, Extension***Thank you for allowing us to reply to you Sincerely, [redacted] ***

January 13, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your tax return and your USAA Federal Savings Bank (FSB) deposit accountAs previously explained, the FSB cannot overdraw the account of another member in order to pay back funds that were improperly placed by another institutionThe FSB has confirmed that the transaction processed correctly, as the numbers on the check matched the accountThe FSB has also responded to the IRS, several times, with the proper information as requestedCurrently, there is nothing further that the FSB is able to do, since the funds are unavailable in the other accountPlease know that the FSB follows all federal regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity, and we do not engage in deceptive or unethical business practicesAs such, we strongly disagree with your allegationsThank you for allowing us to reply to youSincerely, [redacted] ***

January 19, [redacted] ***Complaint ID #: [redacted] Dear [redacted] ***: I am responding to your submission regarding the USAA Federal Savings Bank (FSB) prohibiting the viewing and exporting of your banking transactions older than ninety daysAccording to the terms and conditions of the Depository Agreement and Disclosures, which is provided to all account holders when they establish a deposit account, the FSB will provide account holders with a monthly statement when there is account activity In addition, you can export your account activity to Quicken or Microsoft Money, and you have access to your checking and savings account statements going back to June 18, You may also opt into the Money Manager tool on usaa.com, which allows you to track your spending history up to eighteen months If you do not opt into the tool, your transaction history will only reflect the previous ninety days of activity [redacted] , of our staff, was unsuccessful in his attempts to reach to discuss your concerns; however, he remains available to assist you should you have any additional questionsThank 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 [redacted] has refunded the transfer fees in order to be able to complete the original transfer amountShe said she will refund the penalties I incurred through navy fed as well once they provide me with the exact amountI have been unable to respond until now due to an accident Regards, [redacted]

December 2, [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 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, [redacted] *** remains available to assist you and can be reached at (800) 531-USAA (8722), Extension*** Thank you for allowing us to reply to you Sincerely, [redacted]

February 12, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your second submission regarding your VA mortgage loan experience with the USAA Federal Savings Bank (FSB)We responded to your complaint on January 29, Our records confirm that you spoke with [redacted] ***, of our Mortgage Fulfillment staff, on February 3, 2015, the day after your second submissionI trust she was able to assist you with your questions about the loanIf you need additional assistance, please contact [redacted] , of our FSB staff, at [redacted] or ###-###-####, Extension ***We appreciate the opportunity to review your concerns againSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I received a phone call from them everything the man told me they are changing.They orginally told me they would save me off the warrant instead its plus they told me the interest rate would me now they are saying last the monthly payment would be mth now somewhere around 516.00.The woman says she would call me back as soon as everything is done still waiting almost a week later

April 24, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your USAA automobile insurance policyOur records indicate that a payment agreement was made for your insurance policy premium in January Because payments were not received according to the agreement, the arrangement was rescinded, and your policy was canceled in March due to nonpaymentIn order to obtain an insurance policy with USAA, the remaining balance, which is for coverage we already provided to you from November 28, 2014, to March 28, 2015, would have to be paid in fullUnfortunately, [redacted] ***, of our staff, was unable to reach you to discuss your billing concernsShe remains available to assist you with any questions you may have and can be reached at [redacted] or ###-###-####, Extension ***Thank you for allowing us to reply to youSincerely, [redacted]

March 2, Petty Officer Third Class [redacted] , USN Complaint ID #: [redacted] Dear Petty Officer [redacted] : I am responding to your second submission regarding the balance transfer to your credit card with the USAA Federal Savings Bank (FSB)Thank you for speaking with [redacted] , of our staff, who refunded the balance transfer fee to you as a courtesyI understand [redacted] was also able to assist you with transferring the rest of your balance to your credit card with the FSBWe appreciate the opportunity to respond to youSincerely, [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: [redacted] the one in charge with our case doesn't contact us I called and it is always busy Regards, [redacted]

March 27, [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 membershipThank you for speaking with [redacted] , of our staff, about your concernsPlease know that coaching was provided to those involved to prevent a future occurrenceAs [redacted] explained, the interest rate on your auto loan was reduced to percent effective February 3, 2015, and your March payment was applied as you requestedIf you have additional questions, [redacted] remains available to assist you and may be reached at [redacted] or ###-###-####, Extension ***Thank you for allowing us to reply to youSincerely, [redacted]

April 17, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your accounts with the USAA Federal Savings Bank (FSB), and I regret any inconvenience you may have experiencedThank you for speaking with [redacted] and [redacted] , of our staff, regarding your closed checking account ending in [redacted] and your automobile loanAs [redacted] explained, you may establish a new bank account once the outstanding balance in account ending in [redacted] is satisfiedAs a courtesy, we refunded $of nonsufficient funds fees to your checking account, and copies of your bank statements were mailed to you as you requestedConcerning your automobile loan, I understand you informed [redacted] that you received a call from an FSB [redacted] and that payment arrangements were made to recover your repossessed vehicleIf you have any further questions, [redacted] and [redacted] can be reached at [redacted] or ###-###-####, Extensions [redacted] and ***, respectivelyWe appreciate the opportunity to reply to youSincerely, [redacted]