USAA Federal Savings Bank

April 21, *** ** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your account with the USAA Investment Management Company, and I apologize that you had to contact us more than once regarding this matterI understand that *** ***,
of our staff, advised you that your request for reimbursement of the additional tax liability was approved and that the $1,was successfully credited to your checking account on April 16, If you have additional questions, *** *** remains available to assist youWe appreciate the opportunity to review your concernsSincerely, *** *** USAA means United Services Automobile Association and its affiliatesAccounts are introduced and brokerage services provided by USAA Financial Advisors, Inc(FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPCClearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC

February 3, 2015 *** *** ***Complaint ID #: *** Dear *** ***: I am responding to your second submission regarding your checking account with USAA Federal Savings Bank (FSB) While we recognize that you disagree with our initial response on January 19, 2015, we feel confident that the correct actions were taken on your account. Thank you for speaking with *** *** again, who explained that the FSB handles deposits in accordance with banking regulations and the FSB’s Depository Agreement and Disclosures (DAD). As noted in the DAD, which is available on usaa.com, the “FSB will hold funds for up to seven business days from the date of deposit” for deposits made via remote deposit capture services, which include those submitted through Deposit@Mobile. In addition, for deposits made by check, further holds may be applied if an account has been repeatedly overdrawn within a six-month period 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, *** ***

May 1, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your second submission regarding your deposit account ending in *** with the USAA Federal Savings Bank (FSB)While we recognize that you disagree with the NSF fees, we feel confident that the correct decision has been madeNo new information has been presented that would warrant a change in our position*** ***, of our staff, was unsuccessful in her follow up attempts to speak with you about your situationPlease know that the offer to waive a stop payment fee was provided to you in a message on usaa.com from Ms***Should you wish to discuss your concerns further, please don’t hesitate to contact her at *** *** *** or ###-###-####, Extension ***Thank you for the opportunity to review this matter againSincerely, *** ***

February 19, *** *** *** Complaint ID #:*** Dear *** ***: I am responding to your submission about the handling of a fraud claim on your debit card with the USAA Federal Savings Bank (FSB)Thank you for speaking with *** ***, of our staff, about your
concernsAs she explained, a temporary credit has been applied to your account while the case is reviewedShould the merchant contest the claim and provide supporting information, the temporary credit will be removedIf you have any further questions, *** *** remains available, and she can be reached at *** *** *** *** or ###-###-####, Extension ***We appreciate your service to our country and you allowing us the opportunity to further research this matterSincerely, *** ***

April 3, 2015 *** *** ***Complaint ID #: *** Dear *** ***: I am responding to your second submission regarding the handling of a fraud claim on your debit card with the USAA Federal Savings Bank (FSB). Our records indicate that your account was
temporarily credited on February 11, 2015, to allow time for an investigation. On the same day we explained that should the merchant present supporting documentation to be considered during our investigation, the temporary credits could be reversed. On March 17, 2015, the FSB received a response from the merchant which included details of the transactions between December 21, 2014, and February 3, 2015, and indicated that the charges took place on your mobile device as referenced by the IP address provided by the merchant. Based on the information provided by both you and the merchant, our investigation concluded that the charges were authorized. I understand that *** ***, of our staff, spoke with you regarding your concerns. As she advised, the FSB received information from the merchant which supports the charges; therefore, the temporary credits were reversed. Thank you for allowing us to reply to you. Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
At no time have I authorized USAA to correspond with me using my or my wife's personal email addresses. If I wanted USAA to send information to me via email addresses, I would have so advised
Regards,
*** ***

January 7, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB)Thank you for speaking with *** ***, of our FSB staff, about your concernsAs she explained, the FSB
tried to collect on each of the four separate funds transfers from your external financial institution; however, two of the transfers were returned unpaid twice due to a lack of funds in your external accountAs a courtesy, *** *** refunded $in charges assessed by your external bank, and $for a returned deposit fee charged by the FSBIf you have additional questions, *** *** remains available to assist you and may be reached at (800) 531-USAA (8722), Extension ***Thank you for allowing us to reply to youSincerely, *** ***

January 20, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your checking accountOn December 1, 2014, a check for $1,posted to your account ending in ***, which overdrew your account balance by $On December and
29, 2014, your account incurred two $nonsufficient funds fees, leaving a negative balance of $On December 15, 2014, a Notification of Overdraft was mailed for your checking account ending in *** advising if your account remained overdrawn for consecutive days, it would be closed and may be reported to a credit reporting agencyAs a result of the negative account balance, the FSB set off the balance by transferring $from your checking account ending in *** on January 8, According to the terms and conditions of the Depository Agreement and Disclosures, which is provided to all account holders when they establish a deposit account, you agree that the USAA Federal Savings Bank (FSB) may, without prior notice or demand, apply or set off the funds in your account (and accounts you own with others) at any time to pay any debt, whether direct or indirect, that you have with the FSB, and/or any fees or service charges owed to the FSBI regret any inconvenience you experienced as a result of this matter*** ***, of our FSB staff, was unsuccessful in her attempts to contact you and remains available should you have any questionsThank you for allowing us to reply to youSincerely, *** ***

Complaint: ***
I am rejecting this response because I seem to have only days to accept or reject I need to make sure that the check is reissued and accepted before I can accept In addition, the same exact problem I had just occurred a second time and now this too needs to be resolved.
Regards,
*** ***

February 5, 2015 *** *** ** ***Complaint ID #: *** Dear *** ***: I am responding to your submission regarding deposit accounts that were opened in your name with the USAA Federal Savings Bank. Our records confirm that you filed an inquiry with the Office of the
Comptroller of the Currency (OCC). We will respond to the OCC accordingly. Thank you for the opportunity to reply. Sincerely, *** ***

January 12, Sergeant *** ***, USA Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding the credit reporting status of your consumer loan with the USAA Federal Savings BankI understand *** ***, of our staff, spoke with you and verified
that we applied your December 9, 2014, payment to your account effective the date we received itThis payment paid off the balance of the loan, and as *** *** confirmed, USAA has not reported this account negatively to any consumer reporting agenciesWe regret any concerns we may have caused youIf you have additional questions, *** *** remains available to assist you and may be reached at (800) 531-USAA (8722), Extension ***Thank you for allowing us to review your concerns and to reply to youSincerely, *** ***

Complaint: ***
I am rejecting this response because, as has been typical of our dealings with USAA, they do not respond to our direct question or request (i.e., that USAA reimburse the money and pursue legal action against the individual who knowingly withdrew funds that were not his or hers - at its own cost), but instead revert to their established answer that they followed necessary procedures. Similarly, they have accepted no responsibility for accepting a large ACH deposit without validating that the recipient name(s) matched the account and relied solely on the account number. We continue to disagree that they have behaved in a manner reflective of their stated values as numerous questions that we have posed to them both over the phone and in writing have gone unanswered for months. To reiterate a few examples of how USAA's lack of accountability and transparency in this situation include:1) USAA was legally required to notify the Department of the Treasury as soon as they were notified of the error, which was on June 2nd, but the representative incorrectly redirected me to the IRS. When asked if they had attempted recovery of the funds at that date - and for written confirmation of when they first notified the other customer of the error - they did not answer.2) When asked to provide their process for retrieval of spent funds that were made in error to a customer's account solely by USAA (e.g., USAA representative keys in wrong account number during an in-person transaction and recipient quickly withdraws funds), they have refused to answer.3) When asked for a copy of the response to the Dept of Treasury's trace request, USAA informed us that all forms are destroyed immediately upon completion. When we subsequently received a copy of the response from the Dept of the Treasury and noticed that USAA provided erroneous information on it, we highlighted the information, scanned and sent it to USAA, and requested an explanation of this erroneous information provided to the Treasury, no response has been provided. 4) A USAA representative has told us that they know exactly who received the money, when the money was withdrawn, and where that individual is, but they are unwilling to do anything about it; they also cannot provide us with the customer's information to protect that individual's privacy. Again, we fail to see the honor and integrity in protecting the privacy of a known thief by an organization that claims to support the needs of military members. As if the entire situation of supporting the theft of over $isn't enough, the subsequent stonewalling from you all proves once again that your stated mission and values are merely that - stated - and not at all followedService: - We are responsive to our members needs.- We listen closely, show empathy and act swiftly.- We consistently ask more of ourselves and do more than is required.Honesty:- We are truthful and candid in everything we do.- We are clear in our communications and transparent about our intentions.Integrity:- We hold ourselves to the highest standards and do the right thing.- We put members interests first and make decisions that serve them well
Regards,
*** ***

January 29, 2015 *** *** ***Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your mortgage and home equity loans which were originated by the USAA Federal Savings Bank (FSB). Our records reflect that on November 30, 2006, the FSB funded
a conventional mortgage loan for you. Shortly after origination, the FSB sold your mortgage loan to PHH Mortgage Corporation and retained no interest in the loan or its servicing rights. The FSB has no information regarding your attempt to refinance your mortgage loan under the Home Affordable Modification Program. A review of your home equity (HE) loan indicates that the balance was charged off on August 31, 2011. I understand that *** ***, of our FSB staff, spoke with you on January 2, 2015, and confirmed that the charged off balance of $68,on the IRS 1099-C form you received is accurate. As he also explained, the form acknowledges a cancellation of debt and it does not change the loan status. The FSB is reporting the HE loan accurately to the consumer reporting agencies, and you have the option to pay towards the balance or to complete a settlement in order to reduce the reported amount. If you purchase new property, the FSB will not file a lien to satisfy the charged off HE loan balance. If you have additional questions, *** *** remains available to assist you and can be reached at *** *** ***, or *** ***, Extension*** Thank you for allowing us to reply to you. Sincerely, *** ***

March 10, *** *** ** *** Complaint ID #: *** Dear *** ***: I am responding to your submission about *** *** ** ***’s USAA Secure Checking account ending in *** with the USAA Federal Savings Bank (FSB)We apologize for the frustration and inconvenience we caused you and ***
*** and that you had to contact us more than once about this matterPlease accept our condolences on the loss of your fatherOur records show that we mailed checking account statements from December to February to *** ***’s home addressThank you for speaking with *** ***, of our FSB staff, between February and March 9, Although we are working to correct this issue, *** *** will continue to monitor *** ***’s account and ensure that the March statement and future statements are mailed to herI also understand that when *** ***, of our FSB staff, spoke with *** ***, she confirmed that she was receiving her monthly mortgage statements by mailIf you have any questions, please do not hesitate to contact *** *** at *** *** *** *** or *** *** ***, Extension *** ***, we certainly appreciate your mother’s and your patience as we work diligently to resolve this matterThank you for allowing us the opportunity to reply to youSincerely, *** ***

January 21, 2015 *** *** ***Complaint ID #: *** Dear *** ***: I am responding to your submission about the handling of your insurance payment. Our records indicate that your mobile device was utilized on December 18, 2014, to make a payment using your credit or
debit card. Since future payments are unable to be made using this form of payment, the payment posted on December 19, 2014. On December 22, 2014, you asked to have the funds returned to your external account and a wire transfer was submitted. The wire transfer fee assessed by USAA was waived as a courtesy. On December 23, 2014, funds were returned to your external account and, per your request, the automatic withdrawal for your insurance payment was turned off. As of January 20, 2015, your account remains past due. *** ***, of our Member Advocate Team, was unsuccessful in her attempts to reach you to discuss your concerns. Should you have any questions, *** *** remains available and she may be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension ***. Thank you for allowing us to respond to you. Sincerely, *** ***

January 8, 2015 *** *** ***Complaint ID #: *** Dear *** ***: I am responding to your submission regarding a deposit hold with the USAA Federal Savings Bank (FSB). Our records show that on December 2, 2014, a checking account was opened in your name with the
minimum deposit required; however, the initial deposit was returned unpaid. As a result, we subsequently requested information to confirm your identify. We appreciate you speaking with *** ***, of our staff, regarding the matter. On January 7, 2014, we processed a transaction to return the funds to the originating bank. *** *** remains available to assist you should you have additional questions. Thank you for allowing us to reply to you. Sincerely, *** ***

January 9, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding the unauthorized charges on your debit cardOn October 21, 2014, an authorization on the debit card ending in *** was processed from AvisLater that day, you
contacted the USAA Federal Savings Bank (FSB) to report fraudulent transactions of $from TCBY and of $from AvisA new debit card was sent to you, and we issued a $credit to your USAA Secure Checking account on October 23, 2014; however, the $Avis transaction did not post to the accountOn December 9, 2014, a $3,purchase from Avis posted to your checking accountThe next day, you informed the FSB you did not recognize the Avis transactionWe initiated a fraud investigation, and Avis provided us with documentation for a rental vehicle in your name for October to December 5, On December 12, 2014, we refunded two $nonsufficient funds fees to your checking account, as a courtesyWe notified you in writing on December 15, 2014, that our investigation determined the transaction was not fraudulent, and we advised you to contact Avis directly or submit a dispute for the unauthorized transactionYou indicated you would follow up with AvisUnfortunately, between December and December 22, 2014, *** ***, of our staff, was unable to reach you to discuss your concernsShould you have any questions or wish to submit additional information regarding the Avis transaction, please contact *** ***s at (800) 531-USAA (8722), Extension ***Thank you for allowing us to reply to youSincerely, *** ***

May 11, Ms*** *** Complaint ID #: *** Dear Ms***: I am responding to your second submission regarding your credit card accountWe responded to your complaint on April 17, Texas does not have a statute of limitations law preventing creditors from attempting to collect a charged off debt after four years, and the 1099-C does not absolve you of the debtAs we advised in our responses to your CFPB inquiries, we are accurately reporting your credit card account, that the reporting will continue until seven years from the delinquency date, and that you remain responsible for repayment of the debtWe have not been presented with any information that would warrant a change in our position and consider this matter closedSincerely, *** ***
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and will have accept this for now I purchased a auto warranty which I was told bumper to bumper weeks late I did have a issue they farmed it out to another insurance company Assurant and they said not covered I did talk to a woman at USAA and she said they would see what they could do never heard back ever.USAA seems to make promises and say the right things at the right time however when the lights go off they have another change of heart
Regards,
*** ***

Complaint: ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***USAA did not agree to solve the problem nor did they provide a timeline to when they would even address the issueI remain extremely frustrated just as countless other loyal USAA customers areI hope they will correct this shortcoming soonUntil then I have lost confidence in the capabilities of USAA to perform at a high level and I am also questioning the integrity of an institution that would knowingly offer a flawed and blatantly misleading product, as was acknowledged by USAA in my phone call with the USAA representativeFor a company with such a proud past and honorable mission, this is truly a disgrace and does a great disservice to their reputation.
Regards,
*** ***