USAA Federal Savings Bank

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]

April 15, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding the debit card associated with your USAA checking accountOur records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will respond to the CFPB accordinglyThank you for the opportunity to replySincerely, [redacted] ***

April 1, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your second submission regarding your deposit and credit card accountsWe responded to your complaint on March 20, 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 positionWe appreciate the opportunity to review your concerns again; however, we consider this matter closedSincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

March 20, [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 membershipOur employees are expected to be courteous and informative and to handle matters in a timely mannerCoaching has been provided to those involved to ensure other members do not have a similar experienceOur 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] [redacted] , of our FSB staff, was unsuccessful in speaking with you about your concernsShould you have additional questions, [redacted] remains available and can be reached at [redacted] or ###-###-####, Extension ***Thank you for allowing us to review this matter and respond to youSincerely, [redacted]

March 20, 2015 Captain [redacted] ***, USA Complaint ID #: [redacted] Dear Captain ***: 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 ***. Captain ***, 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]

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

January 20, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding the duplicate VA appraisal ordered by the USAA Federal Savings Bank (FSB)We apologize for the frustration you experienced as we strive to provide quality service to our entire membershipPlease know that your situation was shared with our management team as we are continuously seeking ways to improve how we do business [redacted] , of our FSB staff, was unable to reach you to discuss your concerns, and I hope you find the following information helpfulAlthough you advised us that a VA appraisal had already been completed for the home you intended to purchase, we ordered a second VA appraisal in error on December 8, The FSB collected the $Good Faith Deposit (GFD) on December 11, 2014, after you indicated your intent to proceed with the loanTo clarify, the GFD was not used to pay for the duplicate appraisalThe appraisal fee would have appeared in your closing costs, and we would have waived the appraisal fee as we recognize the appraisal should not have been ordered a second timeSubsequently, we requested additional documentation from you for income verification and sent you a Notice of Incomplete Application letter with an expiration date of December 31, Because we did not receive the documentation required by the deadline, we were unable to make a decision on your loan, and a new application will be required to proceedWe respectfully decline your request to refund the GFD; however, the GFD can be transferred to a new applicationThe FSB acts in accordance with banking regulations as well as with our core values of service, loyalty, honesty, and integrity, and we disagree with your allegations of theftIf you have any questions, [redacted] remains available to assist you and can be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension ***Thank you for allowing us to reply to youSincerely, [redacted]

March 31, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB) and access to [redacted] The FSB complies with banking regulations and acts in accordance with the Depository Agreement and Disclosures (DAD), which is provided when an account is opened and is available on [redacted] According to the DAD, “FSB may debit your account for a check or other item drawn on your account If you do not have sufficient available funds to cover the item, FSB decides whether to return it or to pay it and overdraw your account.” [redacted] ***, of our staff, thoroughly reviewed your account and found that fees were charged appropriately; therefore, we respectfully decline your request for any refundOnce your checking account is brought to a zero balance, the account closure can be completedOur records indicate that your online access was revoked due to multiple delinquent accountsAccess to [redacted] has since been restored; however, if the status of your accounts remains unfavorable, your online access could be affected again [redacted] was unsuccessful in her attempts to speak with you and discuss you concernsShe remains available and can be reached at [redacted] or ###-###-####, 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 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.comPer 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 processYour experience was shared with the appropriate area to prevent a recurrence We appreciate you speaking with [redacted] , of our FSB staff, about your concernsI was pleased to learn that access to your checking account was restored and all restrictions were removedIf 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 you Sincerely, [redacted]

March 26, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your February 7, 2015, submission regarding your USAA Federal Savings Bank (FSB) deposit accounts, which the FSB received on March 19, When we find that matters have not been handled to a member’s expectations, or our own service standards, we welcome the chance to review the events that transpired, as you allowed us to doThank you for speaking with [redacted] , of our staff, on March 23, I understand that you advised [redacted] that you were satisfied with the FSB’s response to your concerns, which included a letter to you from FSB President [redacted] dated February 16, We appreciate the opportunity to reply to youSincerely, [redacted]

January 19, 2015 *** *** ***Complaint ID #: *** Dear ***
***: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). Our employees are expected to be courteous and informative at all times, and I apologize that this was not your experience. Thank you for speaking with *** ***, of our staff, who reviewed your December 8, 2014, through January 6, 2015, account history with you. As she explained, when an item is presented to the FSB and funds are not available on that day, the FSB may return the item and assess a nonsufficient funds (NSF) fee the following business day. *** *** advised that although all NSF fees had been assessed appropriately, we had refunded $in fees, as a courtesy, and we respectfully decline to refund the additional NSF fees that have been assessed We appreciate the opportunity to review this matter and to respond to you. Should you have further questions, *** *** remains available to assist you Sincerely, *** ***

March 13, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB)We regret the frustration this matter has caused youIt is important to note that the FSB acts in accordance
with the FSB’s Depository Agreement and Disclosures (DAD) and our core values of service, loyalty, honesty, and integrityWe appreciate you speaking with Albert Garcia, of our FSB staff, who reviewed the FSB’s hold policy and the specific hold details for your February 24, 2015, deposit made through USAA Easy DepositAs he advised, we respectfully decline your request for additional reimbursement for the nonsufficient funds (NSF) fee that was properly assessedPlease know that all future deposits are subject to a hold as described in the DAD, which is available for your review on usaa.comThank you for allowing us to research your concerns and to reply to youSincerely, *** ***

April 7, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your Secure Checking account with the USAA Federal Savings Bank (FSB)Please know that the FSB handles all deposits and item processing 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 account holders and is available on usaa.comThe DAD explains that automatic teller machine (ATM) deposits made after noon Central Time considers that the deposit was made on the next business day the FSB is openWe invite you to review this information to assist with your understanding of the deposit account you have with the FSB*** ***, of our staff, was unsuccessful in his attempts to reach you and address your concernsHowever, as a courtesy, *** *** credited the two nonsufficient funds fees (NSF) to your accountPlease know that all future ATM deposits are subject to deposit cutoff times as described in the DADWe appreciate the opportunity to review this matter and to respond to youSincerely, *** ***

Complaint: ***
I am rejecting this response because:None of what Mr*** discusses was ever mentioned in my conversation with Ms***I never spoke to Mr***, but Ms*** apologized profusely for the mistake that was made by the original representative who informed me that he would initiate a payment extension, when instead he canceled my automatic debitA representative from USAA read me the notes from that call, where the original representative said that I called in requested a payment extensionThe guy knew what I was asking for, and told me that he did it for meOf course he isn't going to notate that he made a mistake, because how would he if he didn't know he was making oneIt should not fall back on the customer because USAA does not take adequate notation of their customer interactionsEvery other legitimate company in the industry does soUSAA used to be a great companyI don't know what has happened, and why they would treat a member of 8+ years like thisI have made maybe one or two late payment in those years.I would also like to point out that Ms*** did "agree" as you say to backdating my payment, only because I suggested itHopefully, she up-channelled my frustration in always having to find a solution to a problem created by USAAThat's not good customer serviceIf you think I don't know the world you live in: I work in customer service as well.You are "respectfully declining" a request I withdrew as soon as I found out your representative misinformed meAt this time, I promptly got the money together and paid the bill, thinking that USAA might not just be lying to me but also hurting my creditI am now very suspicious of USAA in my interactions with themI verify everything twice, and I call back to make sure that what was said still stands when I talk to someone elseYou never know when you'll get a letter in the mail stating that you have to pay a bill that USAA said you didn't have to pay this month.I told Ms*** to make sure no one contacted me unless they were going to tell me anything other than the fact that they were going to do nothing about itThis was probably the most frustrating element of the whole fiascoI kept getting told that there was nothing that can be done for meEven after I'd already heard it a million timesIt became a mantra, even when I did not solicit such a responseMr*** took it a step further by sidestepping mistakes his company's representatives had already admitted to.Be careful with USAA
Regards,
*** ***

January 20, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your automobile loan with USAA Federal Savings BankOur records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will respond to the
CFPB accordinglyThank you for the opportunity to replySincerely, *** ***

April 8, Specialist *** *** ***, USA Complaint ID #: *** Dear Specialist ***: I am responding to your submission regarding your credit card accountOur records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB)We will respond to the
CFPB accordinglyThank you for the opportunity to replySincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Complaint: ***
I am rejecting this response because: there was no offer to waive stop payment fees madeFurthermore, my account was attempted to be debited from again after speaking with USAA and I occurred further feesI think it's ridiculous to be charged money for money that's not in your bank accountIt's like I'm almost being forced to cause the bank a loss.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: because I don't feel any effort was made and the bank statement showed the money was available I called back numerous times to only receive her voicemail there was no email and as I do not trust USAA I will not use there messaging system
Regards,
*** Or *** ***

Complaint: ***
I am rejecting this response because: I have attached a copy of the letter that I sent to USAA. I have asked for my case to go to arbitration. According to the Disclosure I am entitled to arbitration by a third party
Regards,
*** ***

April 22, *** *** *** ***, *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank*** ***, of our staff, was unsuccessful in her attempts to reach you and explain the
results of our investigationAnother thorough review of your account activity determined that fraudulent transaction(s) did not occur as we explained in our correspondence dated April 7, Our records reflect that during the time period in question, there were no changes to your personal identification number (PIN), no failed PIN attempts, and all security information and questions were answered correctly when your accounts were accessed via telephone and internetIn addition, the telephone number used to access your accounts is the same number on record since Based on our findings, you remain responsible for the negative account balance, and we have exercised our right, to the extent allowed by law, to discontinue doing business with youIf you have additional questions, Ms*** remains available to discuss this matter with you, and she may be reached at *** *** or ###-###-####, Extension ***Thank you for allowing us to reply to youSincerely, *** ***