USAA Federal Savings Bank

Complaint: ***
I am rejecting this response because:The CFPB required USAA in February to send this to me because they understand this debt is uncollectible and out of the TX statue of limitations Despite the CFPB requiring you to me for this debt you still report this balance to my credit report as collectible Why are they telling the CFPB one thing and credit reporting agencies another? Part of the reason there have been requests is because of their unwillingness to cooperate and provide the documentation the TX Fair Debt Collection Practices act requires This account is out of the Texas statue of limitations and I will keep requesting they report accurately till they do
Regards,
*** ***

January 5, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your account with the USAA Investment Management Company, and I apologize for any frustration you experienced regarding this matter. Thank you for speaking with [redacted],...

of our staff, who located and sent you a copy of the unsigned check. I understand that she agreed to reimburse you for any external fees assessed for the stop payment and reissuance of the check. If you have additional questions, [redacted] remains available to assist you. We appreciate the opportunity to reply. Sincerely, [redacted] USAA means United Services Automobile Association and its affiliates. Accounts are introduced and brokerage services provided by USAA Financial Advisors, Inc. (FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPC. Clearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC.

December 23, 2014 Staff Sergeant [redacted], USARComplaint ID #:[redacted] Dear Staff Sergeant [redacted]: I am responding to your submission regarding your request for a mortgage loan modification.  It is important to note that Dovenmuehle Mortgage Inc. (DMI), is the sub...

servicer or your mortgage loan, which is held by the USAA Federal Savings Bank (FSB).   Our records reflect that you initiated an application for a forbearance agreement and a modification of your mortgage loan.  The FSB contacted DMI, who provided us with the following information.  On March 3, 2014, DMI approved your loan for a forbearance agreement from April 1 to September 1, 2014.  The first payment was applied to the loan on March 11, 2014, for $100.00 as agreed, and the final payment posted on September 26, 2014, for $200.00.  On October 2, 2014, DMI conducted an additional review of your account and determined that additional documents were needed to complete the modification of your loan and a letter was mailed to your address of record to advise you accordingly.  Between October 2 and November 10, 2014, DMI made several attempts to obtain the necessary documents from you to no avail, and the file was closed as it remained incomplete.  [redacted], of our FSB staff, was unable to reach you by telephone to discuss your concerns.  Should you have further questions, you may reach [redacted] at (800) 531-USAA (8722), Extension[redacted]. Thank you for allowing the opportunity to review your concerns. Sincerely,[redacted]

Tell us why here...February 27, 2015 Captain [redacted], USA  Complaint ID #: [redacted]  Dear Captain [redacted]: I am responding to your submission regarding the restriction placed on your USAA customer profile, the account information being reported to the credit reporting...

agencies, and your request to reinstate your rental property insurance policy.   In keeping with the company’s core values and our commitment to the membership as a whole, USAA adopted a policy that affects members who do not meet certain levels of conduct in their business transactions with us.  Our policy prohibits USAA and its affiliates from continuing to do business, to the extent allowed by law, with a member who engages in activity that compromises our principles.  Therefore, the USAA Federal Savings Bank (FSB) exercised its right to discontinue doing business with you due to the history of transaction activities in your bank accounts, and I regret we will be unable to honor your request to remove this restriction or extend new products or services to you.   Our records reflect that the balance owed on your credit card and loan accounts with the FSB were both satisfied; however, only after they were both charged off first due to non payment.  The accounts reflect a charged off status with a zero balance, which is an accurate description.   [redacted], of our staff, was unsuccessful in her attempts to reach you to by telephone to address your rental property insurance policy.  It is important that you contact her directly to discuss your options.  [redacted] can be reached at [redacted], or [redacted], Extension [redacted].           Thank you for allowing us the opportunity to address this matter and respond to you.   Sincerely, [redacted]  Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

February 4, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding fraudulent charges to your checking accounts with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of our staff, who explained that we...

thoroughly investigated the account activity and discussed the results of our investigation with you. During the conversation, you indicated that you were involved with the activity. Therefore, you are responsible for the negative account balances, and we exercised our right, to the extent allowed by law, to discontinue doing business with you. If you have additional questions, [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

February 2, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your account with the USAA Investment Management Company, and I apologize that you had to contact us more than once regarding this matter. We responded to your complaint on January 5, 2015. I understand that [redacted], of our staff, provided you with instructions on resubmitting your deposit to your joint USAA brokerage account. Our records indicated that your deposit was received on January 21, 2015, and that it was successfully applied to your account. If you have additional questions, [redacted] remains available to assist you. We appreciate the opportunity to review your concerns again. Sincerely, [redacted] USAA means United Services Automobile Association and its affiliates. Accounts are introduced and brokerage services provided by USAA Financial Advisors, Inc. (FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPC. Clearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC.

February 25, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your checking and savings accounts with the USAA Federal Savings Bank (FSB). Our records reflect that on February 6, 2015, you initiated a payment for your auto insurance policy...

via [redacted]; however, the FSB returned the item unpaid due to a lack of funds in your checking account and a $29.00 non-sufficient funds (NSF) fee was assessed the following business day. Payments submitted via [redacted] will attempt to post to an account a second time if the first payment is returned unpaid. On February 9, 2015, the insurance payment was attempted a second time; however, it was also returned due to a continued lack of funds in the checking account and a second NSF fee was assessed. On February 10, 2015, USAA received your email request to close your checking account. It should have been explained that your request could not be completed because the account had a negative balance. The next day, as a courtesy, a credit for the two NSF fees posted to your account. [redacted], of our staff, was unable to reach you by telephone to discuss your concerns; nonetheless, your FSB checking account was closed on February 16, 2015, and your savings account was closed the following day. If you have additional questions, Mr. [redacted] remains available to assist you and can 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:Nothing has changed since the previous message. Even working with law enforcement they refuse to fix my issue.
Regards,
[redacted]

January 6, 2015 [redacted] Complaint ID #:[redacted] Dear [redacted]: I am responding to your submission regarding the original title for the vehicle you refinanced with the USAA Federal Savings Bank (FSB). Our goal is to provide excellent customer service, and I apologize that this...

was not your experience. I understand [redacted], of our staff, spoke with you in detail about the events since you completed your refinance. As she explained, she requested a release of lien from Ford Motor Credit, and she mailed you a Power of Attorney (POA) to complete and return to USAA. I understand you confirmed receipt of the POA on December 23, 2014. The POA will allow us to file the proper paperwork with the Nevada Department of Motor Vehicles on your behalf. We regret any frustration and inconvenience you encountered, and appreciate you taking the time to share your comments. If you have additional questions, [redacted] remains available to assist you and may be reached at (800) 531-USAA (8722), Extension[redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

April 15, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the debit card associated with your USAA checking account. Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB). We will...

respond to the CFPB accordingly. Thank you for the opportunity to reply. Sincerely, [redacted]

February 17, 2015 Petty Officer Third Class [redacted], USN Complaint ID #: [redacted] Dear Petty Officer [redacted]: I am responding to your submission regarding the balance transfer to your USAA credit card. I apologize for the inconvenience and frustration you experienced as we strive to provide...

quality service to our entire membership. Please know we value your feedback and have shared it with our management team for review to ensure other members do not have a similar experience. [redacted], of our staff, was unsuccessful in her follow up attempts to reach you and discuss possible solutions. At your convenience, please contact [redacted] at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

March 3, 2015 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 loan. The letter advised you that January 19, 2015, was the last day for payment to avoid repossession of the vehicle. The FSB repossessed the 2011 Hyundai Sonata on February 6, 2015, and sent you a notice of our plan to sell the vehicle. On 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 transaction. You 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 hold. On 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 day. The FSB was notified that the auction house released the vehicle to you on February 23, 2015. [redacted], of our staff, was unable to reach you by telephone to discuss your concerns. If you have additional questions regarding this matter, he remains available to assist you and can be reached at [redacted] or ###-###-####, Extension[redacted]. Thank you for allowing us to review your situation and reply to you. Sincerely, [redacted]

March 6, 2015 [redacted], USA Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the joint USAA Secure Checking account ending in [redacted]. I understand you spoke with [redacted], of our staff, who discussed your request for a fraud...

investigation and the factors that contributed to our decision to hold you and Mr. [redacted] responsible for the negative balance of the checking account, which charged off on February 18, 2015. The following information may clarify the policies set forth by the USAA Federal Savings Bank (FSB) in the Depository Agreement and Disclosures (DAD). According to the DAD, which is available online, the availability periods described in the Funds Availability section do not apply to funds submitted through USAA EasyDeposit® or other such remote deposit capture services, and it also indicates, “In some instances, funds may be available sooner . . . based on such factors as credit worthiness, the length and extent of your relationship with FSB and its affiliates, transaction and experience history, and such other factors as FSB, in its sole discretion, deems relevant.” Therefore, as Ms. [redacted] explained, the FSB may place a hold on remote deposits but is not required to. In an attempt to recover a portion of the negative balance, the FSB set off funds from your other deposit accounts, and we respectfully decline your request for a refund. This is in keeping with the DAD’s policy that states, “You agree that FSB may, without prior notice or demand, apply or setoff the funds in your account (and accounts you own with others) at any time to pay any debt. . . that you have with FSB, and/or any fees or service charges owed to FSB. . . . FSB may use funds held in joint accounts to repay the debts on which any one of you is liable, whether jointly with another or individually. FSB may charge any such debt against your account at any time, without regard to the origin of deposits to the account or beneficial ownership of the funds.” If you have any further questions, Ms. [redacted] remains available at [redacted] or [redacted], Extension [redacted]. Thank you for allowing us to review this matter and respond to you. Sincerely, [redacted] This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose.

March 6, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your experience with the USAA Federal Savings Bank (FSB). Your checking account with the FSB was closed on February 8, 2011. We subsequently notified Early Warning™ that your...

account was charged off with an unpaid balance. Our records reflect that although you settled the account on January 15, 2014, an outstanding balance remains. Since that time, the FSB has reported the account as settled with a balance. [redacted], of our staff, was unable to reach you and explain that we expedited another request to Early Warning to ensure the reporting of your account is accurate. We have received confirmation from Early Warning that your account is being reported correctly as settled with a balance. If you have further questions, please contact [redacted] at [redacted] or [redacted], Extension [redacted]. We regret any frustration this matter caused you, and we appreciate the opportunity to respond to you. Sincerely, [redacted]

April 23, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your USAA Federal Savings Bank (FSB) checking account ending in [redacted]. We responded to your complaint on April 3, 2015. While we recognize that you disagree, we feel confident that the correct decision has been made. The FSB acts in accordance with regulations as well as with our core values of service, loyalty, honesty, and integrity, and we strongly reject your allegations. 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]

April 3, 2015 Staff Sergeant [redacted], USAF[redacted]Complaint ID #: [redacted] Dear Sergeant and [redacted]: I am responding to your second submission regarding your deposit account with the USAA Federal Savings Bank. We responded to your complaint on March 24, 2015.  [redacted], of our staff, made several attempts to reach you by phone between March 17 and March 18, 2015.  She also sent an online message on March 18, 2015, to acknowledge your voicemail, and left a message for you during the timeframe you requested on March 19, 2015.  [redacted] remains available, she can be reached at [redacted] or ###-###-####, Extension [redacted].  While we recognize that you disagree, we feel confident that the correct decision has been made, and we respectfully decline any allegations of wrongdoing.   We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

May 11, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the described funds that were deposited into a checking account at USAA Federal Savings Bank (FSB). I regret any frustration you experienced as we strive to provide quality service...

to our entire membership. Thank you for speaking with [redacted], of our FSB staff, who confirmed that you had voluntarily removed yourself from the checking account where the funds were received, five days prior to the deposit. As Ms. [redacted] explained, the FSB handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to all account holders and available for your review on usaa.com. The DAD states, “You are responsible for any claim, cost, loss, or damage caused by your failure to properly identify the account to which a deposit is made or intended to be made. FSB may credit an account based solely on the account number listed on the deposit slip or other instruction to credit an account, even if the name on the deposit slip or other instruction differs from the name on the account.” Ms. [redacted], while we have not received any of your previous documentation, the FSB remains available to review a deposit recall request from the company who originated the deposit. Should you have any additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to review your concerns and to respond to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:Regardless of whatever policies you throw at me, you violated laws between customer and bank:1) Interfering with 2 jobs due to Negligence that resulted in customer being fired from both jobs.2) Failure to keep customer updated on status of pending check. I had to call multiple times to see what was going on which I shouldn't have to do.3) Sending back a check WITHOUT authorization from customer. And while we're at it let's get into a few more serious laws:1) Harassment to customer (laughing,  not taking me serious, blaming me for something you screwed up on). In fact it was a woman manager who laughed at me so let's add sexual harassment to that as well. 2) Failure to help Veteran that your company so eloquently states they do which you clearly don't. So let's charge you with a false identity and false statements.3) Failure to inform customer of your policy you just stated iyour response to me when customer first signed up to bank with your company. So that's 10 violations I will be suing you on. As always you continue to not take me serious. You have made it clear that you do not want to fix your mistake and instead decide to blame me. It's also interesting to find out from other Veterans who bank with you their similar experiences with you. Since you are unwilling to comply, then I will begin moving forward with my lawsuit. I don't care how good of a lawyer you have. I know you pay them good so they can cover your mistakes. But you haven't dealt with someone like me before. I will make this case public so the entire country will discover what kind of bank you really are.By the time it's over, your company will be ashes. You will beg for me to stop. And no I'm not threatening you. I'm promising. I'm doing this not only for me but for other Veterans who have to deal with your negligence. I will be damned if I see anyone have to go through what I have with your company. And you know what's absolutely hilarious? All you had to do was refund me $504 and cancel my account. You'll be the laughing stock of all banks. No one will bank with you after this is over. All because of a meesly $500 you could have easily refunded but chose not to.Thank you so much for all your help. It's been a real pleasure banking with you ????????ff2) 
Regards,
[redacted]

January 22, 2015 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 $27.18 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 closed. USAA has submitted a request to update this information with the credit reporting agencies; please allow up to 60 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 products. Should 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 [redacted]. We regret any frustration and inconvenience you experienced and appreciate the opportunity to respond to you. Sincerely, [redacted]

March 20, 2015 [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 accounts. When 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 accounts. In 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 notice. Our records show that on February 27 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 funds. As 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 further. The 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 account. On March 10, 2015, we issued a $43.27 check to you for the remaining funds and mailed it to your address of record. We 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 account. On March 11, 2015, your four deposit accounts reflected zero balances. Although 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 cleared. If subsequent account activity occurs, you will be responsible for any outstanding balances owed. Conversely, if any positive account balances remain at closure, we will refund the amounts to you by check after April 2, 2015. Please note that any items presented for payment or direct deposit after the accounts are closed will be returned. Thank you for allowing us to reply to you. Should you have additional questions, [redacted] and [redacted] remain available to speak with you at [redacted] or ###-###-####, Extension [redacted] or [redacted], respectively. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.