Robert W. Carpenter, Esq.

Complaint: [redacted]     I am rejecting this response because: This is NOT a consumer error.I didn't report fraudulent activity, because I didn't know there was any fraudulent activity going on. I could not access my online banking account, to see the activity. I called USAA to ask why I did not have access to both online banking nor debit card transactions. It was THEN that an employee of USAA told me my account was under review. It was because the employee told me that my account was under review I did not report any activity.Complaint 1:(a) I couldn't make any adjustments or view my accounts while someone else, who clearly did not have to show proper identification, was able to access my accounts and take out funds as they so chose. (b)Along the way I was being told I couldn't access my account because it was"UNDER REVIEW", but within that time of review, someone was withdrawing the money elsewhere. If I couldn't use my card, or access my account online then why was someone else?Complaint 2: *USAA told me my account was being reviewed AFTER I called them to ask about my inability to use both my debit card, and access my online banking. It is in my respectful opinion, that USAA should have notified me if they noticed any concerning behavior via text, or email, if not a phone call.I should have been notified as soon as they noticed suspicious activity, but I wasn't. Complaint 3:If I can provide proof that I was (a) NOT in the city where the money was withdrawn illegally, and that I was on government property, during the time of the incident, and(b) I was locked out of my account, at the time someone was still able to withdraw the funds, then how is this determined as "CONSUMER ERROR?" Complaint 4:I was told my account was "UNDER REVIEW," meaning that USAA was aware of suspicious activity. I was NOT MADE AWARE that I had to say anything if they saw it already themselves. Had it been made CLEAR that the account was under review,YET I still needed to report it, I would have done so right away.Complaint 5:I've spoken with [redacted], who is in the investigation and fraudulent department, and she concludes that at least one, but possibly up to 6, USAA team member(s), must have misinformed me about my account being "UNDER REVIEW."However due to the "Under Review" status, I didn't report anything. Had it been communicated CORRECTLY and in a TIMELY FASHION, on behalf of USAA, I WOULD have reported fraudulent activity right away.Since the company did not relay the information in a timely, or correct manner, the fraud continued on, and I didn't report anything until roughly two days later. *USAA's findings show that I waited too long to report fraud. My conclusion is that had I been properly informed/notified, of my account status, I would have done so in a timely manner. The argument that I had access to my online banking to review my "OWN" account" is false. It is BECAUSE I DID NOT HAVE ACCESS TO MY ACCOUNT that I called USAA in the first place, and what in turn had the EMPLOYEE tell me it was due to the investigation.Regards,[redacted]

June 26, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding your home mortgage experience. I apologize for the delays and frustration you and your family recently experienced as we strive to provide quality service to our entire...

membership. Our employees are expected to be informative and to handle matters in a timely manner, and I can assure you that coaching has been provided to those involved to ensure other members do not have a similar experience. Thank you for speaking with [redacted], of our staff, about your concerns. I understand that Ms. [redacted] confirmed the closing date of June 22, 2015, and the closing has been completed. I am pleased to report that your request for reimbursement of the seller’s costs has been approved. Ms. [redacted] currently awaits receipts for your expenses to provide your family with the same consideration. Should you have any further questions, Ms. [redacted] remains available to assist you, and she can be reached at [redacted] Thank you for allowing us the opportunity to review our actions and to respond to you. Sincerely, [redacted]

January 3, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your Secured American Express applications with the USAA Savings Bank and I regret any frustration this matter may have caused.   Unfortunately, [redacted]...

[redacted], of our staff, was unsuccessful in her multiple attempts to contact you to discuss your concerns. Upon inception of the account, proper disclosures were presented on usaa.com to allow seven to ten business days for delivery after we receive and verify the Certificate of Deposit (CD) was successfully funded.  On December 17, 2016, the secured credit card was mailed to the address on file and remains active.  Should 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.

Complaint: [redacted]
I am rejecting this response because: usaa blindly went along with some ridiculous notion tbat the check was alrered in some way. Not one single usaa employee Ive spoken with coumd figure out what was altered, other than the check writer put his new and current address on it. The other was exactly the same except different amounts and the very next check number, however that was not returned. Usaa should have requested some idea of what was altered, and at that point would have realized this [redacted] customer was committing fraud. Instead usaa just went along with thd fraud, which makes them as guilty as the checkwriter and [redacted]. And niw you wont send me a copy of this affidavit, so I can proceed with criminal charges against the checkwriter. What new information ,would it contain, an account number, well I have that, his name well I have that as well. The information is concerning me and you think it shoulx be withheld. Sickening how usaa treats its customers when their getting ripped off. You just went right along and even helped him steal from me. USAA YOU SHOULD BE ASHAMED OF YOURSELVES.
Regards,
[redacted]

Complaint: [redacted]I am strongly rejecting this response because, USAA has claimed they have attempted to call me of which I have recieved no phone calls, emails at either email address they have, messages from their message center, or voicemails to any of the contact information they have for both my wife and I. As I stated in my original complaint this company has shown its true colors both in their response and claiming their financial advisors are working for my benefit, which the advice and actions they have taken only result in the bank claiming money that I have earned by providing them with the very freedom they are exploiting.  I trusted USAA and they have successfully used that trust to their own benefit.  They state they have told me something 5 years ago and then again in the small print of statements.   Specifically in 2010 they told me it was a bonds fund identical to a Roth IRA, which is also why they titled it as "Roth IRA" online.  I also was not told when I asked a few weeks ago and was not informed.  I asked if there would be any loss and the answer was no.  Finally, they themselves will admit and have admitted that they needed to redo their messaging and document system because it needed improvement, thus imagine how frustrating it is to find out they have been sending you messages and have been in the wrong location, I am willing to bet they are unopened messages.  They claim they care about military members but I contend the only way they will show it is to reimburse what they have taken from my account.  I am willing to bet they are going to refuse again based on their reputation against mine, instead of hearing my side.  It's thier choice and over time they will lose investors if they continue to go down this road. They have already lost some just based on this story.  The bottom line is, I would lose a significant amount of money to them if I kept paying into thier Roth IRA, or I guess annuity is what their financial advisory sold me into.  I thought financial advisors were required to look after my best interest.  As a father and husband the financial welfare of my family is critical and to stay with USAA's financial advisors(salesmen) and bank is by far not in the best interest of my family, in fact it would be irresponsible to continue to invest with them.With integrity,[redacted]

February 8, 2018   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding nonsufficient funds fees assessed to your USAA Federal Savings Bank 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,   [redacted]

October 17, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your auto loan payments with USAA Federal Savings Bank.  [redacted], of our staff, was unsuccessful in his attempts to contact you. ...

Nonetheless, a thorough review of your account was conducted and he was unable to locate a conversation in which you requested to cancel the automatic payment arrangement.  I understand that you have concerns about your payments being credited correctly.  Mr. [redacted] remains available, should you wish to discuss further. At that time, corrections can be made should the opportunity present itself.      Thank you for allowing us the opportunity to respond.  Sincerely, [redacted]

July 12, 2017     Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your various accounts with 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,   [redacted]

December 27, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your accounts with the USAA Federal Savings Bank.
Thank you for speaking with Mr. [redacted], of our staff, who explained to you the events that transpired on...

your account. As he explained, we ask that you work with the auto dealership to have the check corrected so that we can proceed with processing the credit. Should you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

April 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]
I am responding to your submission regarding the addition of authorized users on your USAA Classic checking account. I regret the frustration this situation caused you.
A subsequent review of your account was...

completed, and I understand that you were able to successfully add both family members to your account after speaking with a representative through our chat feature. If you have additional questions, [redacted], of our staff, remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 14, 2015 [redacted]
[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB), and I regret any inconvenience you experienced. Please note that the FSB does not send...

notices that a deposit account has been charged off if the balance is below $25.00, as in your case.  However, it is our business practice to send a notice to the accountholder prior to an account being charged off if the account is overdrawn.  Our records indicate that you had elected to receive all bank documents online during the time frame the transactions in question took place.  After thoroughly reviewing your situation and considering that you did not authorize the charges, a credit for $48.97 was issued to your account on July 31, 2015, which brought the balance in the closed account to $25.00.  Unfortunately, [redacted], of our staff, was unable to reach you by telephone to discuss your request for a bank account and return of the $25.00 balance.  At your convenience, you may contact Ms. [redacted] at [redacted] 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.
Regards,
[redacted]

January 25, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your USAA Federal Savings Bank auto loan.  I regret any frustration this matter has caused you.   Thank you for speaking with [redacted], of our...

staff, who advised you that you were correctly informed that your account was at risk to charge off.  On April 1, 2017, your account matured with a balance and since the account had matured the number of days delinquent increased daily.  The balance was satisfied in full on August 7, 2017; however, it had charged off on July 31, 2017.  The account is reporting as charged-off with a $280.00 balance, rather than charged-off paid in full.  Mr. [redacted] submitted a request to have the credit reporting corrected.  Please allow up to 45 days for the credit reporting agencies to update their records.          We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

April 11, 2017
Staff Sergeant [redacted] Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding your checking account with USAA Federal Savings Bank. I am sorry to hear about the frustration you experienced as we strive to provide quality service to...

our entire membership.
[redacted], of our staff, completed a thorough review of your account and determined that the activity in question was not fraudulent. If you have additional questions, Ms. [redacted] remains available to assist you via message on usaa.com.
Thank you for your service and for allowing us to reply to you.
Sincerely,
[redacted]

July 24, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your automobile loan with the USAA Federal Savings Bank. We responded to your complaint on July 15, 2015. While we recognize that you disagree, we feel confident that the account is being reported accurately as, paid in full was a charge off. 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]

November 22, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding a nonsufficient funds (NSF) fee assessed to your deposit account with the USAA Federal Savings Bank (FSB).   Thank you for speaking with [redacted]...

[redacted], of our staff, who confirmed that the $29.00 NSF fee was assessed appropriately in accordance with the FSB’s Service Fee Schedule. The fee posted to the account on November 13, 2017, which was the business day after an Automated Clearing House (ACH) transaction to Bridgecrest DT was returned unpaid due to insufficient funds.  Subsequently, a $220.33 ACH payment to Bridgecrest DT successfully debited your checking account ending in 2193.  Merchants may make multiple attempts to draft your account if a payment is returned; you would need to contact Bridgecrest DT for additional information regarding their ACH policy.  As previously advised, the FSB would not refund the fee as no bank error occurred.  You have received multiple courtesy refunds within the last 12 months, and no further refunds are warranted at this time.  The Service Fee Schedule is available for review at usaa.com.        We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

September 30, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your USAA Savings Bank credit card.  I regret any frustration this caused you.   Thank you for speaking with [redacted], of our staff, who...

confirmed the credit for $6,838.67 was transferred to your new Visa Credit card.  If you have any 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.

March 29, 2018   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]   I am responding to your submission regarding your [redacted] funds transfer.   [redacted], of our staff, advised you returned her call and stated the funds were being returned to you...

by the recipient of the funds transfer.  Ms. [redacted] refunded one overdraft fee and one nonsufficient funds fee to your deposit account as a courtesy.  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: they have not addressed my concerns and believe that they did not do a thorough investigation.
Regards,
[redacted]

September 15, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your checking account with the [redacted] Federal Savings Bank (FSB). [redacted], of our FSB staff, was unable to reach you to address your...

concerns.  Based on the proof provided by the merchant, our position remains unchanged.  Should you request a further review, you would need you to provide documentation showing the loan was paid in full or proof the authorization was revoked by the merchant. Should you wish to discuss the matter further, Ms. [redacted] can be reached at ([redacted]) [redacted] ([redacted]) or ([redacted]) [redacted], Extension [redacted]. We appreciate the opportunity to research the matter and reply to you.     Sincerely, [redacted]