USAA Federal Savings Bank

April 14, *** *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your second submission regarding your checking account with the USAA Federal Savings Bank (FSB) and access to ***On March 4, 2015, your checking account reflected a negative balanceThat same day, we received your request submitted via *** to close the accountOn March 5, 2015, your online access was revoked due to multiple delinquent accountsAs we have previously mentioned, once the checking account is brought to a zero balance, we can proceed with the account closureWhile we recognize that you disagree, we feel confident that the correct actions have been takenNo 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, *** ***

Complaint: ***
I am rejecting this response because:*** *** did not have issues in reaching me and was unsuccessfulAlso, at what time or days do the organization charge off an account?
Regards,
*** ***

January 22, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your second submission regarding the nonsufficient funds fees you incurred on your checking accountWe responded to your complaint on January 7, Your checking account was charged off on December 30, 2014, in the amount of $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, *** ***

Complaint: ***
I am rejecting this response because:Like you have demonstrated many times before, you don't care about this situation or what you have doneThere is accountability for screwing over your customer and not aiding them when they were being fraudedI have given you enough chances to fix your mistake, to which you dishonor me in return every single timeYou don't care about Veterans because if you did we wouldn't be in this situationYou who claim that you have our backs, but you don'tIt's all a marketing strategyAll you have done is message me back with regulations that you go by, yet your actions are otherwise.You took everything from mejobs and you allowed someone to fraud me instead of doing your jobA good bank would have at least refunded the customer since technically YOU were the one who sent it back WITHOUT telling meTherefore, you are in a lot of trouble just for thatI don't think you realize what your facingA shame because all you had to do was fix a measly $504.00.You think I'm all talk, but I have given you enough chances to fix your mistakeYou have one last chance to refund me and take my account out of collectionsI strongly suggest you oblige, because you have no idea what you are facing as consequences should you reject my kind offer again.But by all means, continue to not take me serious as you have done this entire timeYou're only making it worse for yourselves in the endIt's not me you'll have to worry aboutI trust you'll make the right decision.
*** ***

Complaint: ***
This is more of a conditional acceptance than rejection** *** has been doing an excellent job resolving these issues As you indicated, the rejected check issue has been resolved She is still resolving another issue, and I hope to be able to close this complaint soon.
Regards,
*** ***

The situation has been resolvedI received my refund today *** ***

March 27, Master Sergeant *** ***, USA (Ret.) Complaint ID #: *** Dear Master Sergeant ***: I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank (FSB)I regret the frustration you experienced when you contacted us to receive a
reduction in your annual percentage rate (APR) as we strive to provide quality service to our entire membershipOur employees are expected to be accurate and to handle matters in a proficient mannerCoaching has been provided to those involved to ensure other members do not have a similar experience*** ***, of our FSB staff, confirmed that your APR has been adjusted to percentIf you have any additional questions or concerns, *** *** remains available, and she may be reached at *** *** *** or ###-###-####, Extension ***We appreciate the opportunity to respond to youSincerely,

Complaint: ***I am rejecting this response because: This does not resolve the issue at allThe remaining balance needs to be transferred asapI have left *** *** two messages on her personal extension and she has not responded back. I have left one message each week for the last two weeks with no response. Also the ###-###-#### phone number stated it was out of service the second time I tried calling itShe gave me two extenions ext *** and ext ***. the first extension does not workRegards,*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***
The bank does NOT care about fixing the problem They only care that they got their money from me from their hold, on the funds of a money order I am in the process of joining a credit union who does NOT hold funds that are deposited

March 4, Technical Sergeant *** ***, USAF (Ret.) Complaint ID #: *** Dear Sergeant ***: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB), and I apologize if you were not treated respectfullyWe appreciate the opportunity
to review this situation, and we hope you find the following information helpfulOur records reflect that on February 24, 2010, you designated your USAA credit card account as overdraft protection for your checking accountOn February 6, 2015, check number *** posted to your account, which left you with a negative balanceThe FSB attempted to withdraw funds from the credit card account; however, the transaction was declined due to insufficient available creditTherefore, 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, a $nonsufficient funds (NSF) fee posted to your checking account the following business dayPlease note that your Saturday, February 7, 2015, funds transfer did not impact the available funds when the check attempted to debit your checking account the previous dayOn February 20, 2015, the FSB refunded the NSF fee to your account, as a courtesyWe thoroughly reviewed your account and confirmed that proper procedures were followed, and we respectfully decline your request for reimbursement of non-FSB fees*** ***, of our FSB staff, provided information to you via usaa.com as she was unsuccessful in speaking with you to discuss your concernsShould you have additional questions or wish to make changes to your overdraft protection, *** *** is available to assist you and can be reached at *** *** *** or ###-###-####, Extension ***Sergeant ***, we regret any frustration or inconvenience this matter has caused youThank you for allowing us to respond to youSincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDICOther bank products are issued and serviced by USAA Federal Savings Bank

February 11, 2015 *** *** ***Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your mortgage refinance with the USAA Federal Savings Bank
(FSB). A review of your account activity was conducted; regrettably, *** ***, of our staff, was unable to reach you by telephone to address your concerns. Our records reflect that the FSB expedited a draft to you for the refund that was promised, which was delivered to you on February 4, 2015. If you have additional questions concerning this matter, *** *** remains available to assist you and may be reached at *** *** *** or ###-###-####, Extension***. Thank you for allowing us to reply to you. Sincerely, *** ***

February 2, Chief Warrant Officer *** ***, USA Complaint ID #: *** Dear Chief Warrant Officer ***: I am responding to your submission regarding your credit card and checking account with the USAA Federal Savings BankAs *** ***, of our staff, advised during your January 19,
2015, conversation, our investigation concluded that no unauthorized activity took place on your accountsTherefore, you will remain responsible for charges incurred on both your credit card and checking accountShould you have any additional questions, *** *** is available to assist you and she may be reached at *** *** ***Thank you for allowing us to reply to youSincerely, *** *** Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC

March 19, *** *** ** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your accounts with the USAA Federal Savings BankOur records confirm that you filed multiple inquiries with the Consumer Financial Protection Bureau (CFPB)We responded
to the CFPB on February and March 17, 2015, and we will respond to your most recent CFPB inquiry accordinglyThank you for the opportunity to replySincerely, *** ***

March 16, *** *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB)Our records reflect that at the time your accounts were opened, our fraud system was alertedAfter a
thorough investigation, the FSB exercised its right to no longer do business with you due to unacceptable account behaviorBoth of your deposit accounts have been closed and the remaining balances have been mailed to your address on recordThank you for allowing us to reply to youSincerely, *** ***

Complaint: ***
I am rejecting this response because: This is not an adequate solution, unless they let me know what the negative balance was on March 4th, accept the money for that, and then close the account with a pre-dated closure of the 5th of March, and then pay all the negative charges back
Regards,
*** ***

May 11, *** *** *** ** ***, USA Complaint ID #: *** Dear *** ***: I am responding to your third submission about the joint USAA Secure Checking account ending in ***We replied to your complaint on March and March 20, In our last response, we gave you the necessary steps to initiate arbitration and the address to which you needed to submit your written requestOn April and April 20, 2015, *** ***, of our USAA Federal Savings Bank staff, was unable to reach you by phoneShe confirmed that as of May 8, 2015, your notice of arbitration had not been received at the address we have provided you previously and that we do not have record of receiving the two letters you mentionedAs we also noted, we are unable to share proprietary documents with you*** ***, our position regarding the account activity remains unchangedMs*** remains available to speak with you; however, please consider this our final reply to you about this matterSincerely, *** *** This is an attempt to collect a consumer debtAny information obtained may be used for that purpose

Complaint: ***
I am rejecting this response because: currently my checking account is in negative status because USAA failed to cancel all transaction going out since they restricted my access to my account online and by phoneI received a letter demand payment for these monies when I have already establish another bank accounts paying my other accounts and I should have to pay fees on a closed credit card account that USAA closed on FEB without my knowledgeI have NSF on my other credit accounts even though I'm paying them through my new checking account because USAA refuses to close these accounts.
Regards,
*** ***

January 16, *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your second submission regarding the unauthorized charges on your debit cardWe responded to your complaint on January 9, While we recognize that you disagree, we feel confident that the correct decision has been made*** ***, of our staff, was unsuccessful in reaching you to discuss this matterHe remains available and can be reached at (800) 531-USAA (8722), Extension ***We appreciate the opportunity to review your concerns again; however, no new information has been presented that would warrant a change in our positionSincerely, *** ***

March 10, *** *** *** *** Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank (FSB)Thank you for speaking with *** ***, of our FSB staff, about the reflection of applicable late
charges on usaa.comI understand that *** *** agreed to waive the late charges in the amount of $as a courtesy*** ***, we value your feedback and have shared it appropriately as we are continually seeking ways to improve how we do businessThank you for allowing us to review this matter and reply to youSincerely, *** ***

February 20, 2015 *** *** ***Complaint ID #: *** Dear *** ***: I am responding to your submission regarding your consumer loan, deposit accounts, and homeowners insurance policy, and I regret the frustration you experienced. Thank you for speaking with ***
***, *** ***, and *** ***, of our staff, regarding your concerns. I hope your conversations with them helped reassure you that member service remains our top priority *** ***, *** ***, and *** *** remain available should you have any additional questions. Thank you for allowing us to reply to you. Sincerely, *** ***