Robert W. Carpenter, Esq.

Complaint: [redacted]
I am rejecting this response because: I was not refunded for the pest inspection and pest treatment that USAA loan processors made me complete. 
Regards,
[redacted]

June 27, 2017
Master Sergeant [redacted], USA (Ret.)
Complaint ID #: [redacted]
Dear Master Sergeant [redacted]:
I am responding to your submission regarding your multiple accounts with the USAA Bank (Bank). We take all matters of fraud very seriously, and our decisions are not made without...

thorough consideration.
After a thorough review, we determined all of your accounts with the Bank are valid and you remain responsible for the charged off accounts. In addition, we took steps to ensure the accounts are being reported accurately; however, USAA does not control what the credit agencies choose to show. Please know that the Bank follows all applicable federal regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity.
Unfortunately, members of our staff were unable to reach you by phone to address your concerns. If you wish to discuss to discuss this matter, Andrea Caballero and Pam Phillips, of our staff, remain 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.

June 25, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the credits related to fraudulent activity with your USAA checking account, and I apologize for the frustration and inconvenience this matter has caused you. Our employees strive to...

provide quality service, and coaching has been provided to those involved to prevent a recurrence. Our records reflect that in April 2015, an investigation was initiated following the report of three fraudulent transactions totaling $88.53. Of those, two charges of $38.95 from PAYPAL [redacted] were disputed and the third charge was found to be valid. On May 30, 2015, the supporting documentation we received from the merchant was provided to you on usaa.com. Cyndi Padron, of our staff, thoroughly reviewed your account and confirmed that after you were advised of the permanent credits; one credit was inadvertently reversed. Ms. [redacted] reissued the $38.95 credit on June 19, 2015. She was unsuccessful in reaching you by telephone to discuss your situation; however, Ms. [redacted] remains available to assist you 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:I was told repeatedly I would receive the coverage before signing, then you did not inform me I was signing something different than what we had discussed. At no point was I informed I did not receive the coverage after being told repeatedly I would receive it. I was lied to and tricked I told signing something under the impression I was receiving what I had asked for. I not only again request this get fixed but now would also like the whole loan removed as it would've been had I received the coverage I was promised. Thanks
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]

Complaint: [redacted]
I am rejecting this response because:You said you contacted me on 9/28, which I have no record of. All the documentation you requested was provided and the reason you gave me for denying my loan is a LIE. You offered to resubmit my loan which, to me, means you had enough information to process it the first time. Also, you removed my review on your website for "not meeting standards" but I feel everything in my review was the truth and factual.Customers should not have to resort to filing complaints to be heard so I will be taking my business elsewhere and I definitely will not recommend your business to anyone I know.
Regards,
[redacted]

July 9, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).
 
The FSB complies with all banking regulations and with our core values of...

service, loyalty, honesty, and integrity.  FSB deposit accounts are governed by the Depository Agreement and Disclosures (DAD), which is provided to account holders at account inception, and it is also available online.  The DAD states, “When you do not have enough funds in your account for FSB to process a collection item drawn on your account, FSB may charge you an overdraft or nonsufficient funds (NSF) fee.”
 
[redacted], of our FSB staff, conducted a thorough review of your account.  He verified that multiple NSF fees were assessed to the checking account in April and May 2016 in accordance with the DAD and that one of the fees was refunded as a courtesy.  He also found that at the times you asked to close the account in June 2016, the FSB staff explained that the account could be closed five business days after a deposit was completed.  It is important to note that an account with a negative balance cannot be closed until the deficit is recovered.  When the FSB staff offered to assist you by submitting an ACH stop payment request or an ACH dispute, you declined.  Although Mr. [redacted] was unsuccessful in reaching you to discuss his findings, he refunded two NSF fees, as a courtesy, which brought the account balance to zero, and he closed the checking account, as you requested.
 
Mr. [redacted], while Mr. [redacted]’s analysis did not find evidence that you had disputed numerous ACH fees for months or that you were given conflicting information, I regret any confusion that may have occurred. Should you have questions, Mr. [redacted] remains available to assist you.  Thank you for the opportunity to review your concerns and reply.
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:, they have not responded to anything. The complaint to the comptroller is completely separate. I would like them to respond to my Revdex.com complaint, so that it will be  in a public firum for all to see. I doubt very much that they will do the right thing, since they havent yet, but at least the public will know, and maybe I can help somebody else avoid doing business with and finding out the hard way like I did that USAA is not what they would have the public beleive.
Regards,
[redacted]

November 1, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your mortgage payments.
Thank you for speaking with [redacted], of our staff, who addressed your concerns. Our records show that the Annual Escrow Account...

Disclosure Statement sent to you provided an explanation that there was a shortage in your escrow account. As discussed, the funds that were placed in a suspense account were returned to you per policy. Please note that no late fees were assessed and your account is current. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank.  I regret any frustration you experienced as a result of this matter.
Thank you for speaking with [redacted]...

[redacted], of our staff, who discussed your concerns and confirmed $231.42 was credited to your account on April 12, 2016.  If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you 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]

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]

Complaint: [redacted]
I am rejecting this response because:I asked for appraisal to be canceled not the loan. This is a simple lie on the behalf of USAA and reflects the utter lack of integrity within the organization. In addition, USAA is focusing on this one issue rather the entire experience which was filled with incompetence by usaa mortgage officers throughout. I will now be considered legal action against usaa for damages. 
Regards,
[redacted]

May 2, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your recent mortgage experience with the USAA Federal Savings Bank. I regret any frustration you may have experienced.
Thank you for speaking with [redacted], of...

our staff, who confirmed that a request was submitted for reimbursement of the $95.00 for the termite inspection. We ask that you allow 30 to 40 business days for the check to be issued. Should you have additional questions regarding this matter, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

October 13, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your auto loan payments to the USAA Federal Savings Bank, and I regret any frustration this matter may have caused.   [redacted], of our staff, was...

unable to reach you to discuss your concerns.  Nonetheless, she reviewed your account carefully and determined that your loan was not overpaid.  Per a phone conversation held on August 30, 2017, you were advised that your loan was past due three months.  You authorized two payments in the amount of $300.00 and $392.53, which posted on August 31, 2017, and made the loan current.    You were correctly advised that your vehicle could go up for repossession if the loan remained past due; therefore, we respectfully decline your request to refund the $692.53 payment as that would place your loan back in a delinquent status.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

September 29, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your account with the USAA Federal Savings Bank.   Due to privacy laws in your state, [redacted], of our staff, attempted to reach you...

by telephone to discuss your concerns.  Unfortunately, Ms. [redacted] was unsuccessful in her three attempts to contact you.  Should you wish to discuss this matter further, Ms. [redacted] remains available to assist you at [redacted] or ([redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

September 1, 2017
Sergeant Stevon [redacted]
Sergeant [redacted]

Complaint ID #: [redacted]
Dear Sergeants [redacted]
I am responding to your second submission regarding the direct deposit from the Department of Treasury, which posted to your checking account with USAA Federal Savings Bank (FSB).
We responded to your complaint on August 23, 2017, and you have not presented any new or additional information that would warrant a change in our decision. 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.
While we appreciate another opportunity to respond to you, we consider the matter closed.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA did nothing to resolve the issue or admit wrongdoing on their part. This is just another in a long string of customer service related issues I have had with USAA. In the last few years customer service has completely failed at USAA. I will be taking my business elsewhere and sharing my experiences with USAA to as many people as possible via social media and other outlets. This company has become a totally unreputable business and should be given an "F" by the Revdex.com.
Regards,
[redacted]

September 25, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission about the reporting of your automobile loan with the USAA Federal Savings Bank (FSB). [redacted], of our staff, was unsuccessful in his attempts to reach you to discuss your...

concerns. Nonetheless, Mr. [redacted] completed a thorough review of your account and found that the only automobile loan you have held with the FSB was originated in 2008 and paid off in 2013. During that time, you had one delinquent payment, which was accurately reported as 30 days past due in July 2009. Should you have any questions, Mr. [redacted] can be reached at [redacted]
Thank you for allowing us to reply to you. Sincerely, [redacted]

March 2, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your eligibility and your deposit accounts with the USAA Federal Savings Bank.
Thank you for speaking with [redacted], of our staff, who confirmed that...

your eligibility was updated as requested.  She also advised that the deposit accounts have been fully recovered.  While I understand that your recent deposit account application was declined, we remain open to reviewing future applications, which would be subject to our underwriting guidelines.  Should you have any questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]