Robert W. Carpenter, Esq.

April 23, 2015 [redacted]Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) checking account. As [redacted], of our staff, explained during your April 22, 2015, telephone call, the FSB...

returned the deposit as the issuing bank did not accept the check.  I regret any inconvenience this matter caused; however, we are unable to refund the wire fee you incurred as no error was made by the FSB.  [redacted] remains available should you have any additional questions. Thank you for allowing us to reply to you.   Sincerely, [redacted]

November 3, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your USAA Federal Savings Bank (FSB) checking account.  I regret any inconvenience this has caused you.   Thank you for speaking with [redacted]...

[redacted], of our staff, who clarified that recent changes in the Depository Agreement Disclosures, were not related to the activity in your account.  I understand that the FSB has refunded seven non-sufficient funds fees totaling $203.00, as a courtesy; however, cannot refund any additional fees as this was not a bank error. Ms. [redacted] provided a solution and offered to review any documentation from the merchants advising of their errors for possible additional reimbursement.  While we recognize that you disagree, we feel confident that the correct decision has been made.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.      Sincerely,   [redacted]

January 29, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding the credit for a USAA checking account promotional offer. We strive to provide quality service to our entire membership, and I regret any...

frustration you experienced. Thank you for speaking with [redacted], of our staff, who confirmed that the communication regarding the $300.00 promotional offer sent to you specifically states the following: “To get your credit, you must have two qualifying direct deposits, each in the amount of $250 or more, that post to your checking account ending [redacted].” Because your direct deposits were less than $250.00 each, your account was not eligible for the promotional credit. Warrant Officer [redacted], it is important to note that USAA complies with all banking regulations and with our core values of service, loyalty, honesty, and integrity. We appreciate you allowing us to review the matter and respond to you. Sincerely, [redacted]

August 25, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the issue you encountered ordering an official check that was made out incorrectly.  I regret the frustration you experienced as a result of this...

matter.  Thank you for speaking with [redacted], of our staff.  I understand that she was able to obtain an exception regarding the 90 day stop payment guideline for official checks.  On August 25, 2016, she issued a check reversal and re-ordered an official check with the correct spelling of the name.  The expedite fee and official check fee were waived as a courtesy.  As Ms. [redacted] explained, the stop payment on the original check will be placed at the 90 day mark.  If the check were to be cashed before this, you would be liable for the amount.  We appreciate you allowing us to reply to you.  Should you have any additional questions Ms. [redacted] remains available to assist you.  Sincerely, [redacted]

Complaint: 10847361
I am rejecting this response because:  They have failed to contact me directly in regards to my loan and continuously provide misleading, false or inaccurate information.  
Regards,
[redacted]

February 24, 2016
[redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding compensation for mortgage-related costs. It is clear we have not provided you with the level of service you expect, and coaching will be provided to those involved to ensure other members do not have a similar experience. Another review of your situation, which has been shared with our management team, confirmed that we inadvertently provided you with incorrect information pertaining to you receiving a reimbursement for the water test and pest treatment and to you being advised that specific regulations prevent us from providing you a refund of fees. However, it is important to note that USAA Federal Savings Bank strives to be uniform in our approach to fee refunds in order to be fair and consistent to our entire membership. As such, we will not be reimbursing you for the fees you are requesting as these are fees we would not typically refund to any other member. [redacted], we appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

May 15, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the hold on the deposit into your USAA Federal Savings Bank (FSB) checking account.    [redacted], of our staff, was unable to reach you by...

phone; nonetheless, he reviewed your account carefully.  According to the Remote Deposit Capture User Agreement that you received upon opening your account, “you agree that items transmitted using the Services are not subject to the funds availability requirements of Federal Reserve Board Regulation CC. FSB will hold the funds for up to seven business days from the date of deposit. In some instances, funds may be available sooner than seven business days 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.”  Based on your account history, the FSB correctly applied the deposit hold.  However, a representative issued two non-sufficient funds fee refunds, as a courtesy.  If you have any additional questions or would like to discuss this matter, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

September 21, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your husbands’ USAA Savings Bank Credit Cards.  I regret any frustration this situation has caused you.    Thank you for speaking with...

[redacted] and [redacted], of our staff, who sent you a physical security token to prevent further compromises to your profile.  I understand that you will contact us to assist in setting up the token once you receive it.  If you have any other questions, Ms. [redacted] and Ms. [redacted] remain available to assist you.    The service we provide to our members is important to us and your feedback helps us to improve our processes.  We appreciate you 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 26, 2018
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the billing for your credit card.
I understand that [redacted], of our staff, communicated with you about the account activity. The interest charge was...

assessed in accordance with the USAA Credit Card Agreement, which is provided to all cardholders and is available on usaa.com, and we respectfully decline your request for a refund. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you 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.

August 15, 2017
Gunnery Sergeant [redacted], USMC
Complaint ID #: [redacted]
Dear Gunnery Sergeant [redacted]:
I am responding to your submission regarding your account status, and I regret the frustration this situation caused you.
Thank you for speaking with [redacted], of our...

staff, who addressed your concerns. As discussed, you may apply for new deposit accounts should you wish to do so. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA states this: "We responded to the CFPB on July 10, 2015, and you will receive a response to your concerns via the CFPB."When will we recieve a response? How is it USAA responded to CFPB and we do not know what that is? Is the CFPB and USAA working together to defraud this consumer and withhold info?    
Regards,
[redacted]

January 8, 2016
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding the hold on the deposit made to your checking account with the USAA Federal Savings Bank (FSB).  I regret any frustration or inconvenience you experienced as...

a result of this matter.
[redacted], of our staff, was unsuccessful in his attempts to discuss your concerns with the deposit hold. A thorough review of your account was completed and it was determined that the hold was applied appropriately. The FSB handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to account holders when they establish a deposit account and is available for review on usaa.com. According to the DAD, the FSB can place a hold on funds deposited via Remote Deposit Capture, such as [redacted], for up to seven business days from the date of deposit. In some instances funds may be available sooner than seven business days based on such factors as credit worthiness, the length and extent of your relationship with the FSB, and such other factors as USAA, in its sole discretion, deems relevant.  I understand the hold has expired, and the funds are now available to you.
Thank you for allowing us to reply to you.  Should you have any questions, Mr. [redacted] remains available, and he can be reached at [redacted].
Sincerely,
[redacted]

February 12, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your credit card payment and deposit.   On January 29 through February 1, 2018, you made two credit card payments and a remote deposit to your...

checking account.  Holds were placed in keeping with the USAA Credit Card Agreement, the Depository Agreement and Disclosures, and the Remote Deposit Capture User Agreement.  On February 2, 2018, you spoke with a member of our staff, who declined to remove the holds because the account was delinquent and over the spending limit.  Thank you for speaking with [redacted], of our staff, who confirmed the payment holds were no longer in place and advised you that any training opportunities would be addressed appropriately.  The USAA Federal Savings Bank acts in accordance with applicable banking regulations and with our core values of service, loyalty, honesty, and integrity, and your allegations of wrongdoing are unfounded.  If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you 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.  Other bank products are issued and serviced by USAA Federal Savings Bank, except for Mortgage products.  Mortgage products are originated by USAA Federal Savings Bank and may be serviced by a third party mortgage loan servicer.

February 22, 2018
Sergeant [redacted], USA
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding NSF fees assessed to your deposit account.
On February 13, 2018, a $75.00 Automated Clearing House (ACH) transaction attempted to debit your...

account and was returned unpaid as there were not sufficient funds in the account. At the time, the available balance was $16.28. A $29.00 NSF fee was assessed the following business day and was later refunded as a courtesy. On February 15, 2018, a $75.00 ACH transaction attempted to debit your account and was returned unpaid as there were not sufficient funds in the account. A $29.00 NSF fee was assessed the following business day. You subsequently spoke with a representative, who explained the account activity and indicated that pending debit card transactions had lowered the available balance.
We confirmed that the NSF fees were assessed in accordance with the Depository Agreement and Disclosures and the accompanying Service Fee Schedule, which are provided to account holders and are available on usaa.com, and we respectfully decline your request for an additional courtesy refund. Jessica Brennecka, of our staff, was unable to reach you, and she remains available should you have further questions or wish to discuss the options of adding account alerts or overdraft protection.
Thank you for the opportunity to look into this matter and to respond.
Sincerely,
[redacted]

September 18, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your service experience and I regret any frustration this situation caused you.
[redacted] of our staff, completed a review of the situation and determined...

the repossession agent did not act inappropriately. If you have additional questions or wish to discuss the matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 3, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of our FSB staff, about your concerns.  I...

understand that she assisted you with locating a funds transfer confirmation on usaa.com and explained the FSB’s deposit hold policy.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  Please know that Ms. [redacted] remains available to assist you should you have additional questions. We appreciate you allowing us to reply to you.   Sincerely, 
[redacted]

August 12, 2015 [redacted]
 Dear Mrs. [redacted]: I am responding to your submission regarding a deposit made into your USAA Federal Savings Bank (FSB) checking account and the FSB hold policy.  I am sorry to learn of your circumstances and...

regret any inconvenience you experienced.  I understand that your funds were made available for your use on July 30, 2015. We strive to balance the needs of our membership as a whole while being sensitive to our customers’ individual situations.  The hold policy is in place to protect both you and USAA from potential losses.  For your reference, the Funds Availability policy is outlined in the Depository Agreement and Disclosures (DAD), which is provided to all accountholders and available on usaa.com. According to the DAD, all Remote Deposit Capture deposits, which include USAA EasyDeposit, are subject to a hold for up to seven business days from the date of deposit.  In some instances, funds may be available sooner than seven business days based on such factors as creditworthiness, the length and extent of your relationship with FSB, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant.  We thoroughly reviewed your situation and determined the hold was placed appropriately and in line with the DAD.   For your future deposit needs, you may wish to consider wire transfers from an external account to USAA or direct deposit, which is not subject to holds.  Unfortunately, [redacted], of our FSB staff, was unable to reach you by telephone to discuss the matter.   However, he remains available to answer any questions you may have and can be reached at [redacted] 
 Thank you for allowing us to reply to you.   Sincerely, 
[redacted]

Complaint: [redacted]
I am rejecting this response because: this doesn't even address my concerns.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  This was an authorized transactions, I don't like the fact you telling me i'm participating in something that i'm not aware of.  However, I was told by USAA that the checks I sent were no good and I understood that and didn't send anymore, you also explain to me about the mystery shopper.  But the wire transfers were authorize to make payment for the overdraft fees.  Again, that was an authorized transaction, I don't know what you mean about not in my name because I haven't had access to my account.  I don't think you are treating me fairly. I'm not a banker, don't know the in and out of banking, but everything you have explain to me has been accepted, accept for this.
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.
Regards,
[redacted]