USAA Federal Savings Bank

March 31, 2015 [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 refund. Once your checking account is brought to a zero balance, the account closure can be completed. Our records indicate that your online access was revoked due to multiple delinquent accounts. Access 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 concerns. She remains available and can be reached at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

January 29, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your VA mortgage loan experience with USAA Federal Savings Bank (FSB). I regret the frustration you and [redacted] have experienced as we strive to provide quality...

service to our entire membership. I understand [redacted], of our FSB staff, spoke with [redacted] and reviewed the loan requirements that we need in order to close your loan. These requirements are noted in the January 16, 2015, Notice of Incomplete Application letter that was sent to you. We found no evidence that the Uniform Residential Loan Application included investment property information or USAA CD information that differed from what was provided in your online application. [redacted], it is important to note that the FSB adheres to VA mortgage lending guidelines. If you have any additional questions concerning this matter, [redacted] remains available to assist you and may be reached at [redacted], Extension [redacted]. Thank you for allowing us to review your concerns and to respond to you. Sincerely, [redacted]

March 20, 2015 [redacted], USA Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding the joint USAA Secure Checking account ending in [redacted]. We replied to your complaint on March 6, 2015. While we recognize that you disagree, we feel confident that the correct decision has been made. No new information has been presented that would warrant a change in our position. I understand that you spoke with [redacted] and [redacted], of our staff, about the FSB’s Depository Agreement and Disclosures (DAD) Arbitration process and about your inquiry for data related to our investigation, respectively. Based on your conversation with Ms. [redacted], you were not given the correct address to initiate arbitration. Although we recommend that you read the Resolving Disputes – Arbitration section, beginning on page 32 of the DAD, in its entirety, arbitration notifications are to be mailed to USAA Federal Savings Bank General Counsel, [redacted]. We apologize for any miscommunication and assure you that coaching was provided to those involved. Upon further review of your request, the FSB is available to assist your local law enforcement agency with their investigation; however, the FSB cannot share proprietary documents with you related to this matter. We appreciate the opportunity to revisit your concerns and to reply to you again. Sincerely,
[redacted] This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose.

March 3, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your mortgage payment. I regret any frustration this situation may have caused you. I understand you spoke with [redacted], of our staff, regarding the mortgage payment that...

was received at USAA but was intended to pay your mortgage loan being serviced by PHH Mortgage (PHH). As [redacted] advised, a refund check was sent to the bill pay service provider and once the check has cleared, the funds will be credited back to your Bank of America account. Meanwhile, we confirmed with PHH that your mortgage is current and that a late fee was refunded to your account. Please know that we are diligently working on resolving the matter, and [redacted] remains available to assist you should you have further questions. She may be reached at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

January 15, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your credit card with USAA Federal Savings Bank (FSB). Our records reflect that you established your credit card with the FSB on November 17, 2011. A few days later, your...

ex-fiancé, [redacted] was added to the account as an authorized user. Your account became delinquent on July 24, 2013, and was subsequently assigned to a collection agency. On January 31, 2014, the account was charged off as all of the collection attempts were unsuccessful. The FSB has received multiple credit reporting disputes from you, and each time the FSB responded that the reporting was correct. Thank you for speaking with [redacted], of our staff, who provided you with information validating the opening of your account and the owed balance. You advised [redacted] that you had no knowledge of who [redacted] was. [redacted] was able to confirm that the telephone number listed on your Revdex.com submission is registered to [redacted]. Additionally, during the time your application was submitted, the address on your credit report matched the address we have had on file since 2011. You informed [redacted] that you were incarcerated during the time the account was open. [redacted] has yet to receive the requested documentation from you confirming the account was opened fraudulently. At this time, the credit card debt is valid, and you will remain responsible for the balance. It is important to know that the FSB complies with federal banking guidelines and regulations under the FCRA, and the FSB is accurately reporting the balance of your account to the consumer reporting agencies. 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.

February 4, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB). We responded to your complaint on January 26, 2015. While we recognize that you disagree, we feel confident that the correct decision has been made. 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]

Complaint: [redacted]
I am rejecting this response because:I am fully aware of USAA's policies which is a "moving target" and cannot be planned for as a consumer.  Once again, this is a terrible customer service issue USAA has.  In any other industry if a vendor or service provider takes action that adversely affects their customer without prior communication it is reflected as a bad business practice.  Customers, especially financially, have to be able to plan.  Without planning budgets cannot be kept.  Your actions may have been written on a piece of paper that your employees have to follow but it doesn't make it acceptable.For you to be able to take action of your customers money at anytime is wrong and not in the best interest of your customers.  As a member of your company for over 24 years, I find it completely unacceptable the way you have treated my family.  While it may not mean a lot to you that we are leaving USAA, I want to make sure everyone is aware of your "policy's" and actions as it is only for the protection of your company and not for the people that put money in your banks or pay for your insurance.
Regards,
[redacted]

January 29, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your automobile loan with the USAA Federal Savings Bank (FSB). We replied to your complaint on January 20, 2015, and advised that we would respond to your CFPB inquiry regarding this matter. Our records reflect that our response was submitted to the CFPB on January 28, 2015. Should you have additional questions, [redacted], of our FSB staff, remains available to assist you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I still think USAA was the reason why my account became overdraft by always holding funds. I spoke with other credit unions USAA is the only hold funds under a thousand dollars.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: they really didn't do anything for me. I will never recommend the institution for banking services. I was warned about this company should listen. No calls smh a USAA.
Regards,
[redacted]

March 2, 2015 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 courtesy. I understand [redacted] was also able to assist you with transferring the rest of your balance to your credit card with the FSB. We appreciate the opportunity to respond to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

December 23, 2014 [redacted]Complaint ID #:[redacted] Dear [redacted]: I am responding to your submission regarding your USAA Federal Saving Bank (FSB) debit card dispute.  I regret any frustration you may have experienced as a result of this matter. Our records...

reflect that you contacted the FSB on September 10, 2014, to request that we close your debit card and replace it with a new one.  We did not find documentation indicating that the request was intended to prevent [redacted] from debiting without your authorization.  On November 12, 2014, a [redacted] purchase for $92.94 posted to your debit card, and you subsequently called to dispute the charge as unauthorized.  At that time, you explained that you had canceled the debit card to prevent further debits since you no longer wanted the service.  We contacted a representative at [redacted], who agreed to cancel the service; however, they declined to refund the $92.94, as they had reimbursed a previous debit card charge in January 2014.  The representative clarified that you had signed up for an automatic renewal membership and that you were notified by mail that the membership had to be canceled by November 11, 2014, to avoid further billing.  Per your November 28, 2014, request, we initiated a dispute for the $92.94 charge and sent an email advising you that we would apply a provisional credit to your account.  If [redacted] responds with proof that the terms of membership were made available, the credit will be removed.  Any further resolution would be made directly between you and the merchant. In regard to your concerns about the FSB providing new debit card information to merchants after a card has been canceled, MasterCard updates new card numbers with merchants if they participate in automatic billing updater, in order to prevent service interruptions.  The FSB cannot prevent MasterCard from updating merchants with new debit card numbers; however, we take action as appropriate once we are notified of an issue. [redacted], of our staff, was unable to reach you to discuss your concerns.  Should you have further questions or would like to receive information about our payment programs or payment assistance, he remains available to assist you and may be reached at (210) 531-USAA (8722) or (800) 531-USAA (8722), Extension[redacted]. Thank you for allowing us to reply to you.   Sincerely, [redacted]

April 24, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the hold that was placed on the deposit to your checking account with USAA Federal Savings Bank (FSB). On April 12, 2015, you made a deposit using USAA...

Deposit@Mobile®, a Remote Deposit Capture (RDC) service, and a portion of the funds was placed on hold for five days.  As stated in the Depository Agreement and Disclosures (DAD), which is provided to all accountholders and is also available on usaa.com, the FSB reserves the right to place a hold on RDC deposits for up to seven business days from the date of deposit and may make such funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with USAA, transaction and experience information, and such other factors as USAA, in its sole discretion, deems relevant.  We appreciate you speaking with [redacted], of our staff, who discussed the reason for the hold.  As a courtesy, we released the hold. We regret any inconvenience this matter caused you.  Thank you for allowing us to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:The information provided is not accurate.  In the response, that an agent from the USAA attempted to contact me numerous occasion but it was to no avail. What USAA fails to state is that the agent contact me telephonically, left me a message stating she wanted to get clarification about my rental insurance.  Time called was during work hours and I had my phone off. I attempted to call that agent on numerous occasion and even stated via that agents voice message stating that I am unable to access my phone before 3pm but anytime after that she could call me. Never got any call back, tried again still to no avail. As usual I believe the goal was to close the case and just move on. I am already aware that the organization is to discontinue all communications with me the last time I called before I complained to the Revdex.com. Stating that My loan account was charged off before any other action was taken is false. I did receive a letter from USAA agent with my payment stating she was returning that payment back to me because she had no idea where to apply the payment. However, this was the same method I was making payment until I got that letter. Also, the letter came to me overseas. I immediately contacted USAA about the payment returned and that it was no falt of me. I even went ahead got payment history sent to USAA from Service Credit Union but it was completely ignored.  Later on I had a phone call from a lady who was a representative from USAA as well for me to make the remaining payment which was about less that 3000 at that time.  Question to USAA, if my account is still going to be considered charged off whiles I paid it all in full, explain to me how that could be considered charged off and what constitutes charge off. Also, I will need payment history to include the point in which it was considered charged off and  the remaining payment maid where did it go.About the rental insurance. I understand u do not plan to do business with me and I respect that. I believe this is considered discrimination.  Surely they are other agencies to have business with. Lastly, how you went buy canceling the homeowners insurance without notifying me prior is bad business practice. I had to find that out from My mortgage company. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I called numerous times including the direct line number for USAA and it wouldn't direct me but keeps ended up the call. Altogether I called at least 7 times just to get a hold of the USAA staff. They should fixed their USAA main number because I'm trying to make an auto insurance payment and trying to reach the staff who left my message last week. Please retrain all USAA employees regarding their customer service. Still needs to improvement.
Regards,
[redacted]

January 7, 2015 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 transactions. As [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 $116.00 in NSF fees, and you are responsible for paying the balance owed in the checking account. As a courtesy, [redacted] refunded an additional $290.00 in NSF fees to you and placed it into your savings account. If you have additional questions, [redacted] remains available to assist you, and she may be reached at [redacted] or [redacted], Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:My secure credit card and CD were closed before USAA notified me of this action. After my card was declined, I called and was told over the phone that the account was closed that day. Also I placed several phone calls to the people listed in the letter, I always ended talking to their voicemails and not the person.   
Regards,
[redacted]

April 8, 2015 Major [redacted], USA Complaint ID #: [redacted] Dear Major [redacted]: I am responding to your submission regarding the interest rate for your automobile loan ending in [redacted], and I apologize for any frustration you may have experienced as we strive to provide quality...

service to our entire membership. A review of your situation confirmed that on March 16, 2015, you were inaccurately advised that you could receive a .99 percent annual percentage rate (APR) on the 84 month term automobile loan with USAA Federal Savings Bank (FSB). As such, we will honor the APR you were quoted and have adjusted the APR to .99 percent. Confirmation of this change has been mailed to you, and coaching has been provided to those involved to ensure other members do not have a similar experience. [redacted], of our FSB staff, was unsuccessful in speaking with you to discuss your concerns. Should you have any additional questions, [redacted] remains available to assist you and can be reached at [redacted] or ###-###-####, Extension [redacted]. We remain committed to our mission of serving our members, and I hope you’ll allow us the opportunity to restore your faith and confidence in USAA. Thank you for your membership. 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.  I would like for them to remove all the negative reports from my credit history.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2017/06/20) */
regarding case # [redacted]
customer came to have transmission looked at for possible slipping and coolant leak around motor.
As per work order Technician wrote " Checked vehicle for slipping, didn't feel any slipping today .Checked in shop .The...

transmission fluid is a little dark signs of overheating .There were no codes , a slipping transmission will set a gear ratio error code , with a check engine light . Checked the Clutch Volumes , they are all in spec . this indicates that the clutches are not worn. The PCM software is up to date NO applicable bulletins. RECOMMED A TRANSMISSION SERVICE.
we charged a $[redacted] +hst to do those tests the fact we had no warranty repair, and tech time has been used we need to charge for the time.
Second concern coolant leak around motor
as per tech notes " Checked and found that there was coolant running down the front of the engine . pressure tested the system found that both the upper and lower Rad hoses were leaking . ORDERED HOSES."
this is repair is covered under warranty and has no charge to customer.
if the customer is looking for a refund on the service contract they should contact [redacted] customer service and selling dealer. City Chrysler will continue to cover under [redacted] warranty parts and labor, repairs that are consider warrantable under [redacted] guidelines