Robert W. Carpenter, Esq.

January 24, 2017 Ms*** ***Complaint ID #: *** Dear Ms***: I am responding to your submission regarding your loan with the USAA Federal Savings Bank. We recognize each person has a unique financial situation, and certain events beyond one’s control may cause
difficulties. Thank you for speaking with *** ***, of our staff, who explained that due to the contractual agreements of the debt protection plan, there are limited options available regarding deferment of paymentsNonetheless, he did explain the options available, all of which were declined by you. If you have additional questions, Mr*** remains available to assist you We appreciate you allowing us to reply to you. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: USAA offered now viable solution other than to deposit a larger check to cover the remaining balanced which was admitted would not work as they would have placed an additional 10-day hold on those funds rendering the deposit useless to cover the transactionDespite having the funds, they rejected the transaction charging me a $non-suffiecient fund fee. Their general unwillingness and inability to problem solve to help resolve a situation between two of their customers is almost mind bogglingI, the customer, am left to fix the situation they could have easily remediedAt the end of the day, I will suffer the greatest loss of time and resources dealing with this, while USAA will offer no viable remedy.
Regards,
*** ***

November 20, 2015*** *** *** *** *** ** *** ***Complaint ID #: ***Dear *** *** ***:I am responding to your submission regarding your deposit 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,*** ***

Mrs*** *** Complaint ID #* ***
Dear Mrs***:
I am responding to your submission regarding the duplicate transactions on the joint checking account that you and *** *** hold with the USAA Federal Savings Bank (FSB)
Our records reflect that on August 13, 2017,
*** *** scheduled automatic payments for both loans using a computer tablet, and they were scheduled to debit your checking account ending in on August 15, The following day, *** *** requested the same payments via our mobile app to debit your account on August 14, The duplicate payments were subsequently reversed and the funds returned to your accountHowever, before the payments were reversed, several transactions from your checking account were returned unpaid due to a lack of funds, and the corresponding NSF fees were assessedAs a courtesy, all the NSF fees were refundedThe review of your accounts found no payment processing errors by the FSB
We appreciate you allowing us to reply to you
Sincerely,
*** ** ***

July 6,
Mr** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your automatic paymentsI regret any confusion this situation may have caused you
I understand that *** ***, of our staff, spoke with your spouse regarding
your concernsAs discussed, the automatic payments were posted correctly to your mortgage and automobile insurance accounts respectivelyIf you have additional questions, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ***

November 9, 2017 Mr*** ***Complaint ID #: *** Dear Mr***: I am responding to your second submission regarding your auto loan with the USAA Federal Savings Bank (FSB). Thank you for speaking with *** ***, of our staff, who confirmed that the repossession was appropriate based on the loan’s delinquent status. As Ms*** explained, an exception was approved, which allows you to pay the past due amount and all associated fees. No additional exceptions will be made, and a subsequent repossession will require you to satisfy the balance of the loan in full. It remains your responsibility to ensure that your loan payments are successfully drafted from your external account. If you have additional questions, Ms*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, *** ** ***

April 11, 2017 Dr*** ** ***Complaint ID #: *** Dear Dr***: I am responding to your submission regarding your accounts with the USAA Federal Savings Bank. 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, *** ** ***

October 23, 2017 Mrs*** ***Complaint ID #: *** Dear Mrs***: I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank (FSB). Thank you for speaking with *** ***, of our staff, who confirmed that the auto
loan ending in *** was settled following the FSB’s receipt of the agreed-upon fundsThe lien was released and a 1099-C tax form was issued for the charged-off balance; however, monthly loan statements continued to be generated in error due to a system issue. This issue has been corrected, and we regret any frustration or inconvenience you may have experiencedIf you have additional questions, Ms*** remains available to assist you. We appreciate you allowing us to reply to you. Sincerely,
*** ** ***

Mrs*** ** *** Complaint ID #: ***
Dear Mrs***
I am responding to your submission regarding the fee assessed to the Youth Savings Account your hold with the USAA Federal Savings Bank
Thank you for speaking with *** ***, of our staff, about your accountAs
he explained, the FSB allows six debits from a savings account for each statement cycleAfter the sixth debit, a $fee is assessed for each transactionIn addition, if the account exceeds the monthly limit of debits three times within a 12-month period, the FSB can convert a savings account into a checking accountHowever, a Youth Savings Account can’t be convertedMr*** agreed to issue a refund for the $in fees assessed to your accountPlease be advised that no additional refunds of this nature will be issuedIf you have additional questions, Mr*** remains available to assist you
We appreciate you allowing us to reply to you
Sincerely,
*** ** ***

May 15,
*** *** *** *** *** ***
*** ** ** ***
Dear *** ***: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB)Our records reflect that your checking account was referred for review of possible fraud
due to suspicious activity and access to your account was restricted as a resultAfter a thorough investigation, it was determined that there was no fraudulent activity on your account and a request to have to have the restriction removed was sentI regret the frustration and inconvenience you experienced as the restriction was not removed in a timely mannerCoaching has been provided to those involved to ensure other members do not have a similar experience*** ***, of our staff, was unsuccessful in her attempts to reach youHowever, she was able to confirm the restriction has been removed, and you have been able to access your fundsThank you for allowing us to reply to youSincerely,
*** ***

July 5,
Mr*** ** *** Complaint ID #: ***
Dear Mr***:
I am responding to your second submission regarding your deposit account
Our records show that *** ***, of our staff, attempted to contact you multiple times but was unable to reach you by phone and could not leave a voicemailIf you wish to discuss this matter, please contact *** *** at your earliest convenience at (***) ***- *** or (***) ***-***, Extension ***
We appreciate the opportunity respond
Sincerely,
*** ***

April 2,
Mrs*** ***
*** ** ** ***
Dear Mrs***
I am responding to your submission regarding your request for a paperless account
We regret any frustration you have experienced, and we appreciate you speaking with *** ***, of our staff, who
accommodated your requestI hope that your conversation with Mr*** reassured you that your satisfaction is important to usIf you have additional questions, Mr*** remains available to assist you
Thank you for allowing us to reply to you
Sincerely,
*** ***

June 27,
Mr*** *** Complaint ID #: ***
Dear Mr***:
I am responding to your submission regarding your mortgage application process with USAA Federal Savings Bank (FSB)
Thank you for speaking with *** ***, of our staff, regarding your concernsI hope
your conversation reassured you that your satisfaction is important to usI am glad to know that you loan closed on June 23, 2017; however; I regret any inconvenience you may have experienced as we strive to provide quality service to our entire membership
Mr***, we hope you will allow us the opportunity to regain your trust in the futureWe appreciate you allowing us to reply to you
Sincerely,
*** ** ***

Complaint: ***
I am rejecting this response because: Yes, USAA offered me a new loan to reduce my loan payment amount, however, instead of reducing my loan, it made my LOAN GO UP BY $DOLLARS! What is wrong with you people? I'm so frustrated and sick of dealing with the incompetence of people working at USAA that I have contacted my lawyer to get guidance on constructing a website that deals stickly with the poor service I'm getting from USAAFIX THIS PROBLEM NOW! A member of your USAA staff told me my payments would be lowered if I took of my extened warranty coverageSo please make good on your word and LOWER MY MONTHLY PAYMENT!
Regards,
*** ***

June 3, Mr*** *** Complaint ID #: *** Dear Mr***: I am responding to your second submission regarding your automobile loanWe responded to your complaint on May 22, 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, *** ***

August 4, *** *** *** ***
*** ** ** *** Dear *** ***: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB)Thank you for speaking with *** ***, of our staff, about your concernsThe FSB
thoroughly investigated your claim of fraud during the time frame the activity in question took place, and our records indicate that we sent you notices informing you we determined that no fraudulent activity occurredTherefore, as Ms*** confirmed, you are liable for the negative balance, and we respectfully decline your request for reimbursement of fundsIf you have any further questions, Ms*** is available to assist you and can be reached at *** *** *** ** *** *** *** *** Thank you for allowing us to reply to youSincerely, *** ***

Complaint: ***
I am rejecting this response because:I was charged over 9,in closing costs having had to do most of the coordination as well as calculations for the loanIf USAA wanted to regain my trust, these fees should have been waived
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I am still being charged $for something I do not know anything aboutI just want my money back.
Regards,
*** ***

March 22,
Captain *** ** *** USAF
Complaint ID #: ***
Dear Captain ***:
I am responding to your submission regarding transactions on your deposit accountI regret the frustration this situation caused you
Our records show you regained access to your accounts
on March 5, *** ***, of our staff, completed a thorough review of your account; however, she was unable to contact you by phone to address your concernsNonetheless, she determined the transactions on your account were not fraudulentIf you have additional questions on this matter or require further assistance, Ms*** remains available to assist you at
We appreciate you allowing us to reply to you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I AM WRITTING TO COMPLAIN THAT MY ACTION HAS NOT BEEN FULLY SOLVED THE REASON IS THAT USAA CONTINUE TO SEND MY PAYMENT CHECKS BACK TO ME AFTER TELLING THEM I WANT TO KEEP MY CAR AFTER BANKRUTPCYCAN THEY EXPALAIN WHYTHANKS
Regards,
*** ***