Robert W. Carpenter, Esq.

December 23, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your deposit accounts with the USAA Federal Savings Bank. We responded to your complaint on November 27, 2015. Please be advised that the enhanced authentication was recommended to decrease the risk of an unauthorized party accessing your account by telephone or through usaa.com. However, as we previously mentioned, this would not prevent someone from completing the ATM deposits and withdrawals. While we recognize that you disagree, we feel confident that the correct information was relayed to you regarding the account activity. We appreciate the opportunity to review your concerns again. Since no new information has been presented that would warrant a change in our position, we must consider this matter closed. Sincerely, [redacted]

June 30, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your checking account with USAA Federal Savings Bank (FSB). The FSB handles deposits in accordance with the Depository Agreement and Disclosures (DAD),...

which is provided to account holders and is available for review on usaa.com.  The DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as Deposit@Mobile®, for up to seven business days from the date of deposit.  In some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant. Thank you for speaking with [redacted], of our staff, who provided you with the reasons the hold was placed on your deposit.  Mr. [redacted] confirmed the hold has been removed.  Should you have any further questions, Mr. [redacted] remains available to assist you, and he can be reached at ([redacted]  Thank you for allowing us to reply to you.   Sincerely, [redacted]

February 27, 2017
Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding your joint checking account ending in [redacted] with USAA Federal Savings Bank (FSB). We regret any frustration you experienced.
[redacted] of our staff, was...

unsuccessful in her attempts to speak with you regarding your concerns; nonetheless, she conducted a thorough review of your account. While Ms. [redacted] validated that the account had an overdrawn balance on November 19, 2016, she was unable verify a payment to the account in November. As a result of the overdrawn balance, funds were withdrawn from your mother’s accounts and your account ending in [redacted] to reconcile account [redacted]. Between December 18, 2016 and February 3, 2017, three automated debits were returned due to an insufficient balance, and the account was assessed three non-sufficient fund (NSF) fees, yielding an overdrawn balance of $87.00. Therefore, the $85.77 cash advance on February 3, 2017, coupled with the withdrawal of $1.23 from one of your mother’s accounts, brought the account to a zero balance. Since the overdrawn balance was reconciled, all accounts have been updated to a normal status, effective February 23, 2017. However, account [redacted] remains open as we have no closing instructions on file.
Mrs. [redacted], our core values of service, loyalty, honesty, and integrity are at the center of everything we do. Please note that the withdrawals to your mother’s accounts were done in accordance with the FSB's Depository Agreement and Disclosures, which is provided to all account holders and is available on usaa.com. If you have any additional questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to reply.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: How have you come to the conclusion that this is reporting accurate? I want validation that the debt is mine. If that can not be provided it needs to be removed from the report. 
Regards,
[redacted]

October 20, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your checking account. Thank you for speaking with [redacted], of our staff, who explained the reason for the delay and confirmed the $300.00 promotional credit posted to your account on October 2, 2015. I apologize for any frustration you experienced as a result of this matter; however, we respectfully decline your request for additional compensation. Thank you for allowing us to reply to you. Sincerely, [redacted]

June 3, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the checking and savings account you recently opened with the USAA Federal Savings Bank (FSB). The Depository Agreement and Disclosures (DAD), which governs FSB deposit...

accounts, is provided to all account holders and is available on usaa.com. According to the DAD, “All financial institutions are required by law, including the USA PATRIOT Act, to obtain, verify, and record information that identifies each customer who opens an account with that financial institution and in certain other circumstances.” Thank you for speaking with Michelle Salas, of our FSB staff, who explained the documents required to confirm your identity. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

July 17, 2017
Mr. [redacted]  Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your account with the USAA Federal Savings Bank.
Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB). We...

responded to the CFPB on July 14, 2017.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

January 31, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your online account access.
We understand each person has a unique financial situation and that certain events outside of their control may cause difficulties. In...

keeping with the company’s core values and our commitment to the membership as a whole, [redacted] has adopted a policy that affects members who do not meet certain obligations with us. Unfortunately, [redacted], of our staff, was unable to speak with you to discuss your concerns in more detail, and she remains available at ([redacted]) [redacted]-[redacted] ([redacted]) or ([redacted]) [redacted]-[redacted], Extension [redacted], should you have any questions.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

April 25, 2017
Staff Sergeant [redacted] Complaint ID #: [redacted]
Dear Staff Sergeant [redacted]:
I am responding to your submission regarding the Web BillPay system. Our employees are expected to be courteous and informative and to handle matters in a professional manner; I regret this...

was not your experience.
[redacted], of our staff, was unable to speak with you regarding your concerns. Nonetheless, he conducted a thorough review of your account and confirmed that you scheduled two recurring payments to the same merchant for $375.00. Although you subsequently canceled one of the payments, you also initiated a $250.00 payment to the same merchant using your debit card. Then, on April 6, 2017, a check was systematically issued for the recurring payment.
Staff Sergeant [redacted], please know that the Web BillPay system is working as designed; hence, USAA is unable to recover the funds from the merchant. Please contact them directly to obtain reimbursement. If you have additional questions regarding this matter, Mr[redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

May 18, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your USAA credit card. Our records show that several disputes were submitted for the monthly recurring charges from Transunion. We provided permanent credits for the charges that were...

duplicated, and we also mailed you written notices on the outcome of each dispute filed. We also reviewed your credit card transactions and there were no indications of unauthorized activity. [redacted], of our staff, was unsuccessful in her attempts to reach by telephone to discuss the matter in detail. If you have additional questions, Mr. [redacted] can be reached at [redacted] or [redacted]. We appreciate you allowing us to reply to you. Sincerely, [redacted]

September 28, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account. We understand each person has a unique financial situation and that certain life events outside of his or her control may cause difficulties....

In keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain obligations with us. 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. As such, we believe it is in the best interest of the association to limit access to usaa.com. Any restrictions remain until the balance(s) are satisfied. Please note you have access to a limited view of any active accounts on mobile.usaa.com. Thank you for speaking with [redacted], of our staff, about your credit card account. As he advised, your direct deposit will not be cancelled, we will cease collection efforts by telephone, and once the account balance has been settled, the restrictions to usaa.com will be removed. If you have any additional questions, please contact Mr. [redacted] at [redacted] I 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. This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose.

September 22, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB). The FSB’s Depository Agreement and Disclosures, which is provided to all account holders...

and is available on usaa.com, states, “If FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may “freeze” (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities.” As such, all deposit accounts you hold with the FSB were placed in a credits only status. I understand you spoke with [redacted], of our fraud staff, who determined that we are unable to remove the restriction on your accounts due to confirmed fraudulent activity that took place on your accounts. It is important to note that the FSB follows all regulations and acts in accordance with our core values of service, loyalty, honesty and integrity. Should you have any further questions, Mr. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

June 19, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding your account status with the USAA Federal Savings Bank (FSB). We responded to your complaint on June 10, 2015. While we recognize that you disagree, no new information has been presented that would warrant a change in our position. The business policy previously explained is applied equally and fairly and includes no access to usaa.com for seven years from the date of the bankruptcy filing as the FSB did suffer an unrecovered financial loss. 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. Other bank products are issued and serviced by USAA Federal Savings Bank.

June 4, 2015 [redacted]Complaint ID #: [redacted] [redacted]:  I am responding to your submission regarding the $100.00 legal process fee assessed to your checking account with the USAA Federal Savings Bank (FSB).  Our records...

reflect that on May 16, 2015, the FSB received an Order to Withhold Personal Income Tax from the State of California Franchise Tax Board under your name.  Therefore, a hold was placed on your checking account for the lien amount, a notice was mailed to you, and a $100.00 fee was assessed.  Between May 20 and June 1, 2015, the FSB received requests from the State of California Franchise Tax Board to release the levy.  The lien amount on hold was released.  As stated in the FSB's Service Fee Schedule, a legal process fee up to $100.00 will be charged for processing any type of garnishment, tax levy, or other legal order against an account, whether or not funds are actually paid.   [redacted], of our FSB staff, thoroughly reviewed this matter and attempted to reach you to discuss your concerns.  As a courtesy, the FSB opted to issue a refund for the full amount of the fee, and the credit posted to your account on June 1, 2015.  If you have any additional questions, Mr. [redacted] remains available to assist you, and he can be reached at [redacted] [redacted] [redacted] Thank you for allowing us to reply to you.   Sincerely, [redacted]

February 27, 2018
Mr. [redacted]. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your third submission regarding your checking account.
[redacted], of our staff, has been unsuccessful in her attempts to contact you. She has tried reaching you by telephone, and she also sent you an email with her contact information. She needs further clarification of your expectations. While she has confirmed that the Bank acted appropriately, she remains available to assist you.
Thank you for allowing us to reply.
Sincerely,
[redacted]

July 20, 2015 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission about your attempt to withdraw funds from an ATM.  I regret any frustration you experienced. Thank you for speaking with [redacted], of our staff, who...

explained the dispute process and confirmed a temporary credit was applied to your account on July 13, 2015.  We value your feedback regarding the timeframe in which the temporary credit is provided, and we have shared it with our management team for review.  We are continually seeking ways to improve how we do business, and input like yours is very helpful.  Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and the alternative solutions provided were not meant to dissatisfy you or to benefit USAA.   Mr. [redacted], thank you for allowing us to reply to you.  Should you have any further concerns, Ms. [redacted] remains available, and she can be reached at [redacted] Sincerely, [redacted]

January 27, 2017 Major [redacted], USA (Ret.)Complaint ID #: [redacted] Dear Major [redacted]: I am responding to your submission regarding your Brokerage account with USAA. The securities that you referred to in your statement remained in your USAA Brokerage IRA account at...

all times.  As we stated in our January 5, 2017, letter to you, in relevant part, “In order to make a withdrawal from your account or place a sale or redemption trade in your account you will need to contact a USAA Member Service Representative at [redacted]-USAA ([redacted]).”  However, we understand that you have initiated a full account transfer to another Brokerage firm, which is currently in progress.  Please contact the receiving firm regarding your securities and any future transactions. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:  At no time did USAA allow me to make any trades whatsoever once my account was taken off line!  I missed several opportunities as a result.  I find it extremely insulting that as a 40 Year Member of USAA I was totally dumped without any due process.  Shame on USAA!!  [redacted], Member Advocate (Are you kidding me?), personally took it upon herself to treat me with utter DISRESPECT.  She should be terminated from her position YESTERDAY.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA has in tbe past submitted mailing information to my proper address. This excuse is yet another fabrication to cover up violations of the FDCPA
Regards,
[redacted]

Tell us why here...August 19, 2015 [redacted]
[redacted]
Dear Mr. [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank. Our records confirm that you filed an inquiry with the Office of the Comptroller of the Currency...

(OCC). We will respond to the OCC accordingly. Thank you for the opportunity to reply. Sincerely, [redacted]