Robert W. Carpenter, Esq.

August 6, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your checking account and consumer loan refinance request. Our records reflect that your wife spoke with [redacted], of our staff, about your joint checking account...

concerns. Ms. [redacted] reviewed the transactions you identified and explained why you did not receive any alerts. Please note that the locations you described were the billing locations and that they were not an indicator of where the transactions occurred. The $105.00 provisional credit has posted to your account while we continue to investigate the matter. Thank you for speaking with [redacted], of our staff, who discussed the specific reasons for our auto loan decision, which were provided in the notice we mailed to you on July 27, 2015. I understand she clarified that factors other than your credit profile, such as your checking account balance, had no impact on the decision. If you have additional questions, Ms. [redacted] and Ms. [redacted] remain available to assist you and can be reached at [redacted], respectively. We appreciate you allowing us to look into these matters and respond to you. Sincerely, [redacted]

Revdex.com:  so with that being said will these matter what would be the next stage with this matter of take over cause I suffer a grate impact 
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]

Complaint: [redacted]
I am rejecting this response because: this is inaccurate information. I was advised several times that there was no block on my card due to fraud activity and several times I was advised that my card would be working for me. Apparently they didn't even take the time to review the 20 phone calls I had with USAA and the numerous inaccurate responses I was given. A manager I requested to speak with advised this was a D block placed on my card in error and it would be lifted in 24-48 hours. I attempted to use my debit card for the following 5 days and it never worked. I finally reached one representative who was able to contact the correct department after 20 phone calls to have this fixed. It should not take 20 phone calls for these representatives to fix my card. I was at military training for 2 weeks, hence why I was never able to pick up my phone or call these 2 individuals back while they were in the office. USAA's response obviously shows that they are trying to make this look like a very simple fraud block situation. Excuse me.. I work at a bank in customer service. This was not an ordinary fraudulent activity block, several representatives did attempt to verify my transactions and pre-authorize my attempts but the pre-authorizations did not work and the fraud department advised me over and over that there were no blocks on my card and I was continuously transferred back and forth between the credit card department and the fraud department. Clearly this company does not care and does not take the appropriate measures to fix their training or fix any possible technical issues they were having. It was an awful customer experience and unacceptable. If they reviewed my phone calls, which they clearly didn't, they would understand why I am so upset about this.  
Regards,
[redacted]

Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your auto loan with the USAA Federal Savings Bank.
We responded to your complaint on March 10, 2016.  While we recognize that you disagree, there is no further resolution available to offer you. The resolution provided to you will accommodate your request for a refund of your payment, which you previously stated was your desired resolution.  [redacted] remains available to assist you should you decide to accept the offer. 
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have been playing telephone tag with a USAA representative.  Anyway, he is right that none of my checks were returned.  However, my automatic debits are the ones that were not honored.  Some of them were to the IRS, FTB, Chase Mtg., Hennepin County Property Taxes, Golden Rain Foundation, T-Mobil, Excel Energy, Cities Bank.  I'm  sure there were more as the notices are still coming in.
Regards,
[redacted]

December 28, 2016
Master Sergeant [redacted], USAF
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding the official check issued from your account.
While we regret the frustration this situation has caused, [redacted], of our staff,...

contacted you and confirmed the process to place a stop payment on the check. If you have additional questions, Ms. [redacted] remains available to assist you at ([redacted]) [redacted]-USAA ([redacted]) or ([redacted]) [redacted]-[redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

January 27, 2017   [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]   I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB) and your credit card with the USAA Savings Bank (USB).   Unfortunately, [redacted],...

of our staff, was unsuccessful in her attempts to contact you; however, our records indicate that by your own admission, you actively participated in fraudulent activity, and would remain liable for the checks deposited and utilized.  The funds from the Child Support deposit and the credit card deposit were used to reduce the negative balance from the checks that were returned. Per the USAA Depository Agreement and Disclosures which was provided to you upon account inception and is available on usaa.com, under Setoff and Security Interest, “You agree that FSB may, without prior notice of demand, 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.  In addition to its rights under the law (called “setoff”), you grant FSB a security interest in each account to secure such debt, as it may arise.”  The DAD also explains that, “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 additional questions, or wish to discuss further, 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.

February 27, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your recent automobile loan payment. I regret the frustration this situation has caused.   Thank you for speaking with [redacted], of our staff,...

who explained that a bank error occurred and confirmed the issue was resolved by a supervisor.  I understand that she also reviewed the process regarding third party payments, because Mrs. [redacted] is not an accountholder on the loan.  If you have any additional questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

August 30, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) auto loan.   [redacted], of our staff, was unsuccessful in her attempts to contact you. Nonetheless, a...

thorough review of your account was conducted and our records show that on August 12, 2016 and August 16, 2016, you contacted USAA to make a payment using a third parties card.  This payment could not be processed as the third party was not present to authorize the transaction.  I understand that on August 23, 2016, a payment did post to satisfy the July 15, 2016 and July 30, 2016 due dates. Our research shows that on March 13, 2016, your vehicle was repossessed due to delinquency.  The $40.00 storage fee is part of the repossession fees and will remain on your account as it was agreed on at the time that you arranged to redeem your vehicle.  If you have any additional questions, Ms. [redacted] remains available to assist you.  We appreciate you allowing us to reply to you.   Sincerely, [redacted]

September 20, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]
I am responding to your submission regarding emails you’ve received.
After a thorough review of your account, [redacted], of our staff, confirmed that on October 30, 2015, your membership was established...

using your personally identifiable information; however, no products have been opened. She also determined the emails you received were phishing emails and not from [redacted].
Unfortunately, Ms. [redacted] was unable to reach you by phone to address your concerns. If you have additional questions or wish to discuss this matter, Ms. [redacted] remains available to assist you and can be reached at ([redacted]) [redacted]- [redacted] ([redacted]) or ([redacted]) [redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 15, 2017
Mrs. [redacted] Complaint ID #: 12308067
Dear Mrs. [redacted]:
I am responding to your submission regarding the nonsufficient funds (NSF) fees and subsequent right to offset (RTO) assessed to your accounts with USAA Federal Savings Bank (the FSB). I regret any...

frustration or inconvenience you experienced as a result of this matter.
On June 5, 2017, the balance in checking account ending in 1526 was $0. Between June 6 and July 5, 2017, the FSB assessed seven $29.00 NSF fees for returned ACH items from AT&T and Prestige Financial Service, as allowed per the Fee Schedule located within the Depository Agreement Disclosure (DAD). Each fee assessed further overdrew the account. Therefore, on June 20, 2017, the FSB sent the Notice of Overdraft to the address on file stating the account would be closed if it remained in an overdrawn status. Consequently, on July 6, 2017, the FSB processed an RTO from the checking account ending in 9963. Our records confirm that all the NSF fees were accurately assessed to your account. According to the FSB’s DAD, which is provided to all account holders and is available on usaa.com, "When you do not have enough available funds in your account to cover a check or other item (such as an in-person withdrawal, ATM withdrawal, automatic payment, point-of-sale or debit card purchase, or other electronic transaction), FSB considers this to be a NSF item (insufficient funds item). FSB may without notice to you and in its sole discretion, either pay such items and overdraw your account, or decline or return such items unpaid. In either case, FSB may charge for each insufficient funds item and for each overdraft as set forth in the Service Fee Schedule for your account.” Likewise, the DAD also states that the FSB may, without prior notice or demand, apply or setoff the funds in your account at any time to pay any debt that you have with the FSB, and/or any fees or service charges owed to FSB. While we recognize that you disagree, we are confident that the correct decision has been made.
It is important to know that the FSB adheres to all applicable banking regulations and to USAA’s core values of service, loyalty, honesty, and integrity, and your allegations of wrongdoing are unfounded. [redacted], of our staff, attempted to contact you to discuss your concerns. Ms. [redacted] confirmed that two NSF fees were refunded since you disputed the transactions. If you have any questions, Ms. [redacted] remains available and can be reached at ([redacted]) [redacted] (USAA) or ([redacted]) [redacted], Extension [redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

September 11, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]
I am responding to your second submission regarding your credit card with the USAA Federal Savings Bank.
We responded to your complaint on August 31, 2017. While we recognize that you disagree, no new information has been presented that would warrant a change in our position. Please know that we have ceased collection attempts.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

June 2, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your second submission regarding an automobile loan with the USAA Federal Savings Bank. We responded to your complaint on May 13, 2015. Our records indicate that we sent you advance notification advising that you were added as a co-applicant on the loan and you acknowledged receiving the notices. Therefore, as we indicated in our previous response, your name will remain on the loan as you are responsible for the unpaid loan balance. We have attached a copy of the electronically signed note for your reference. To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has caused USAA to suffer a financial loss. When this basic principle is compromised, we believe it is in the best interest of the association to limit access to usaa.com. We have credited your checking account a total of $52.08 for the Credit Check Monitoring service monthly charges, and we confirmed that you are no longer enrolled in the program. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted] Enclosure

April 6, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank.  I apologize for the frustration and inconvenience you experienced regarding the handling of your...

fraud claim.
Thank you for speaking with [redacted], of our staff, who confirmed your account was credited for the identified transactions.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  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.

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.
In fact, a representative from USAA called me the next day after I filed this Revdex.com complaint to apologize and immediately took the hold off my deposited check. Furthermore, a rep stating that she was from the USAA CEO's office called me the day after that and informed me that they had reviewed all of my USAA accounts and had found that one of my insurance policies had lapsed even though I had tried to pay them the premium. This rep wanted to inform me that they had re-instated my policy so that there was no lapse in coverage.I am very happy with the unexpected responses from USAA and the resolutions that USAA promptly provided so I am keeping all of my accounts with USAA based on that experience. 
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]

November 6, 2017
Private [redacted], USA
Complaint ID #: [redacted]
Dear Private [redacted]:
I am responding to your submission regarding your account activity.
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns. Nonetheless, after a...

subsequent review, we determined our decision would stand. Should you wish to discuss this matter, Ms. [redacted] can be reached at ([redacted]) [redacted]- USAA ([redacted]) or ([redacted]) [redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your second submission regarding the deposit accounts you and Mr. [redacted] hold with the USAA Federal Savings Bank (FSB).
We responded to your complaint on August 11, 2017. While we recognize that you disagree, with our actions, we feel confident that the correct decision has been made. The information collected during the investigation into the account activity is proprietary and any request for this information requires a subpoena from a law enforcement agency or from a legal entity.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

December 14, 2016 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your three October 17, 2016, automobile claims. Due to privacy laws in your state [redacted], of our staff, reached out to you directly to address your concerns.  Should you wish to discuss the matter further, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

June 9, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted] :
I am responding to your submission regarding the reporting of your automobile loan to the consumer reporting agencies (CRAs). I regret any frustration you may have experienced.
[redacted], of our staff,...

conducted a thorough review of your account. The 2017 date was inadvertently captured by the system since $75.00 was credited to the account on March 14, 2017, to reverse the repossession fee. As Mr. [redacted] confirmed, the loan was paid in full on April 23, 2015; therefore, a request has been submitted to the CRAs to reflect that date accordingly. We ask that you allow 30 to 45 days for that information to be updated. However, the delinquent reporting will remain, as it is accurately captured.
Mr. [redacted], it is it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we do. Should you have additional questions regarding these matters, Mr. [redacted] remains available to assist you. Thank you for allowing us to reply to you.
Sincerely,
[redacted]