USAA Federal Savings Bank

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I received a phone call from them everything the man told me they are changing.They orginally told me they would save me 600.00 off the warrant instead its 400.00 plus they told me the interest rate would me 2.99 now they are saying 3.49 last the monthly payment would be 495.00 mth now somewhere around 516.00.The woman says she would call me back as soon as everything is done still waiting almost a week later.

January 20, 2015 [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...

membership. Please 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 helpful. Although 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, 2014. The FSB collected the $350.00 Good Faith Deposit (GFD) on December 11, 2014, after you indicated your intent to proceed with the loan. To clarify, the GFD was not used to pay for the duplicate appraisal. The 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 time. Subsequently, 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, 2014. 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 proceed. We respectfully decline your request to refund the GFD; however, the GFD can be transferred to a new application. The 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 theft. If you have any questions, [redacted] remains available to assist you and can be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

May 1, 2015 [redacted] Complaint ID #: [redacted] Dear Sergeant Rodriguez Esteban: I am responding to your submission regarding the concerns with USAA Federal Savings Bank (FSB) that you outlined. We regret the disappointment any of these matters have caused...

you, and I hope you find the following information helpful. Consumer Loan Our records reflect that on May 23, 2009, you were approved for an automobile loan; however, you did not accept our offer. Between September 29, 2010, and March 9, 2013, you submitted three automobile refinance applications. The applications were declined for various reasons and denial letters outlining the decision for each application were mailed to you accordingly. Mortgage We were unable to find any evidence of a mortgage loan refinance application. Credit Card Our records reflect that on May 27, 2009, you applied for a USAA MasterCard®, which was approved the same day. Our review did not uncover any evidence of a delay with the application processing or delivery of the card. On October 6 and December 14, 2014, you applied for a USAA American Express® credit card. The applications were declined. Notifications of the decisions were sent to you along with offers for a USAA Secured American Express. [redacted], of our FSB staff, attempted to reach you and discuss your concerns by telephone. Should you have any questions, please contact [redacted] at [redacted] or [redacted] Extension [redacted]. [redacted], please know that we appreciate your service to our country and that we carefully underwrite all requests for credit in accordance with banking regulations. Thank you for giving us the opportunity to review your concerns and respond to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC. Other bank products are issued and serviced by USAA Federal Savings Bank.

March 4, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the hold that was placed on your deposit into your checking account with USAA Federal Savings Bank (FSB). It is important to note that the FSB handles all deposits 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 accountholders when an account is opened and is also available on usaa.com. As outlined in the DAD, the FSB can apply longer holds on funds based on a member’s account history. The FSB mailed you a Notice of Hold on Funds dated February 19, 2015, which included the reason for the hold. Thank you for speaking with [redacted], of our staff, who discussed the reasons for the hold in detail with you. Our review confirmed that during the time the funds were held, your account did not incur any nonsufficient funds fees. In addition, the hold has been released. We regret any frustration this matter caused you. Thank you for allowing us to reply to you. Sincerely, [redacted]

March 3, 2015 Specialist [redacted], USA Complaint ID #:[redacted] Dear Specialist [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) deposit accounts. I understand you spoke with [redacted], of our staff, who advised you of the fraud investigation and...

our findings. Our records indicate you changed your password and PIN twice on January 10, 2015, and your accounts are locked and have not been accessed online since that day. We regret any misunderstanding regarding subsequent transactions. Funds transfers that were processed over the weekend beginning Friday, January 9, 2015, posted to the accounts beginning on the next business day, January 12, 2015. Subsequent direct deposits were used to set off the negative balances in the accounts. The FSB’s Depository Agreement and Disclosures, which is available on usaa.com, states that the FSB may “apply or setoff 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 FSB, and/or any fees or service charges owed to FSB.” Should you have any further questions, [redacted] remains available to assist you at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

March 5, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the My Budget Tool on [redacted]. Thank you for taking the time to speak with [redacted], of our staff, about the functionality of the My Budget tool. We value your...

feedback, and we shared your suggestions with the developers for review as we are continuously seeking ways to improve how we do business. Should you have additional questions, Mr. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

January 19, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding the USAA Federal Savings Bank (FSB) prohibiting the viewing and exporting of your banking transactions older than ninety days. 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, the FSB will provide account holders with a monthly statement when there is account activity.  In addition, you can export your account activity to Quicken or Microsoft Money, and you have access to your checking and savings account statements going back to June 18, 2014.  You may also opt into the Money Manager tool on usaa.com, which allows you to track your spending history up to eighteen months.  If you do not opt into the tool, your transaction history will only reflect the previous ninety days of activity.  [redacted], of our staff, was unsuccessful in his attempts to reach to discuss your concerns; however, he remains available to assist you should you have any additional questions. Thank you for allowing us to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[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.  USAA responded in a timely manner, took full responsibility and corrected the matter as requested.  Very pleased with their handling of the matter.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This does not solve the issue that USAA failed to even notify me that charges were being made. Not until 2.5 weeks later I get a mail notifying me of over $1,000 fees. If nothing else can be done please charge the account off and I will forward all information to my attorney for further legal action towards [redacted] and there unjust business policy's and failure of USAA part as well. Thank you. 
Regards,
[redacted]

February 12, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding your VA mortgage loan experience with the USAA Federal Savings Bank (FSB). We responded to your complaint on January 29, 2015. Our records confirm that you spoke with [redacted], of our Mortgage Fulfillment staff, on February 3, 2015, the day after your second submission. I trust she was able to assist you with your questions about the loan. If you need additional assistance, please contact [redacted], of our FSB staff, at [redacted] or ###-###-####, Extension [redacted]. We appreciate the opportunity to review your concerns again. Sincerely, [redacted]

January 13, 2015 Staff Sergeant [redacted], USA (Ret.) Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your second submission regarding your checking account held at the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of our staff, about why your account was charged nonsufficient funds fees (NSF). In keeping with the provisions of the Depository Agreement and Disclosures (DAD), which is available for your review on usaa.com, the FSB may charge an NSF or overdraft fee when an accountholder does not have enough funds to process a collection item drawn on their account. A merchant may present a transaction for payment several times until they receive payment, regardless of the amount, and an NSF fee is charged each time an item is returned unpaid. As a courtesy, the FSB refunded one of the NSF fees charged to your account. If you decide to add overdraft protection to avoid a future occurrence, please contact [redacted]. He can be reached at (210) 531- USAA (8722) or (800) 531-USAA, Extension [redacted]. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

April 17, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your accounts with the USAA Federal Savings Bank (FSB), and I regret any inconvenience you may have experienced. Thank you for speaking with [redacted] and [redacted],...

of our staff, regarding your closed checking account ending in [redacted] and your automobile loan. As [redacted] explained, you may establish a new bank account once the outstanding balance in account ending in [redacted] is satisfied. As a courtesy, we refunded $58.00 of nonsufficient funds fees to your checking account, and copies of your bank statements were mailed to you as you requested. Concerning your automobile loan, I understand you informed [redacted] that you received a call from an FSB [redacted] and that payment arrangements were made to recover your repossessed vehicle. If you have any further questions, [redacted] and [redacted] can be reached at [redacted] or ###-###-####, Extensions [redacted] and [redacted], respectively. We appreciate the opportunity to reply to you. Sincerely, [redacted]

January 13, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your 2013 tax return and your USAA Federal Savings Bank (FSB) deposit account. As previously explained, the FSB cannot overdraw the account of another member in order to pay...

back funds that were improperly placed by another institution. The FSB has confirmed that the transaction processed correctly, as the numbers on the check matched the account. The FSB has also responded to the IRS, several times, with the proper information as requested. Currently, there is nothing further that the FSB is able to do, since the funds are unavailable in the other account. Please know that the FSB follows all federal regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity, and we do not engage in deceptive or unethical business practices. As such, we strongly disagree with your allegations. Thank you for allowing us to reply to you. 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. Except for the fact no one tried to contact me. I spoke with [redacted] who informed me that the refund was never processed. He got it expedited and I did receive it within a few days of our conversation. But, what they wrote about the lady trying to contact me, I never heard from her. So, that part us a bold face lie.
Regards,
[redacted]

March 26, 2015 [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, 2015. 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 do. Thank you for speaking with [redacted], of our staff, on March 23, 2015. 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, 2015. We appreciate the opportunity to reply to you. Sincerely, [redacted]

March 24, 2015 Staff Sergeant [redacted], USAF [redacted] Complaint ID #: [redacted] Dear Sergeant and [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB). We regret to hear that you have considered closing your accounts...

with the FSB. [redacted], of our staff, was unsuccessful in her attempts to reach you to discuss your concerns; however, she completed a thorough review of your accounts and found that the checking account did not have sufficient funds available for the $7.50 charge that was attempted. We respectfully decline your request to refund the bank fees as an FSB error was not identified. Should you have any questions, [redacted] remains available, and she can be reached at [redacted] or ###-###-####, 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 your USAA automobile insurance policy. Our records indicate that a payment agreement was made for your insurance policy premium in January 2015. Because payments were not...

received according to the agreement, the arrangement was rescinded, and your policy was canceled in March 2015 due to nonpayment. In order to obtain an insurance policy with USAA, the remaining balance, which is for coverage we already provided to you from November 28, 2014, to March 28, 2015, would have to be paid in full. Unfortunately, [redacted], of our staff, was unable to reach you to discuss your billing concerns. She remains available to assist you with any questions you may have and can be reached at [redacted] or ###-###-####, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

February 13, 2015 Petty Officer Third Class [redacted], USNComplaint ID #: [redacted] Dear Petty Officer [redacted]: I am responding to your submission regarding your savings account with the USAA Federal Savings Bank (FSB).  We appreciate the opportunity to review this...

situation, and we hope you find the following information helpful.   Our records reflect that on November 9, 2012, you established a joint savings account without overdraft protection.  A thorough review confirmed that overdraft protection was not added to your account until February 4, 2015.  The available funds in the account were insufficient for the January 30 and February 2, 2015, Automated Clearing House debits.  Therefore, 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, you were charged two $29.00 nonsufficient funds fees on the following business days, respectively.  As the fees were assessed appropriately, we respectfully decline your request for reimbursement.   [redacted], of our FSB staff, was unsuccessful in speaking with you to discuss your concerns.  Should you have further questions, [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]

March 19, 2015 Ms. [redacted]. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your checking account with the USAA Federal Savings Bank (FSB). We responded to your complaint on March 13, 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]