Robert W. Carpenter, Esq.

September 7, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your deposited funds, and I regret the frustration this situation caused you.
Unfortunately, [redacted], of our staff, was unable to contact you by phone to...

address your concerns. Nonetheless, he completed a thorough review of your account and determined the account number you provided Vanguard® was your member number and not your checking account number. Therefore, the funds were placed into another member’s account. However, we located the funds and on August, 31, 2017, we credited the funds to your checking account. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
Courtney Evins

May 8, 2015 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your joint USAA Secure Checking account ending in [redacted]. Please note that our review did not find previous written communication from you about this matter and that the activity...

described below did not result in returned checks or fees to your individual USAA deposit accounts. Our records show that you opened the joint account ending in [redacted] with [redacted] in October 2011. Between February 9, 2015, and March 10, 2015, 16 checks, written on an external account, were deposited into the account through USAA Deposit@Mobile®. During this time, multiple funds transfers were completed from the account. After the external bank returned 15 of the checks as “Not Sufficient Funds” or “Refer to Maker,” a returned item fee was assessed for each, and the balance became overdrawn. Consequently, we advised you on March 17, 2015, that due to this activity, your account access was restricted, and your deposit accounts were placed in credits-only status. We notified you in writing on March 26, 2015, that if the account remained overdrawn for 30 consecutive days, it would be closed, and we asked you to contact the FSB with questions or to make a deposit. Subsequently, the account was charged off on April 22, 2015, with a $2,901.27 balance. Thank you for speaking with [redacted], of our USAA Federal Savings Bank (FSB) staff, who explained that neither the FSB nor the FSB’s Depository Agreement and Disclosures (DAD), which is provided to all account holders, gives a 30-day extension to settle negative account balances. He confirmed that the Returned Deposit Item fees and three Nonsufficient Funds fees were reversed, as a courtesy. Although you were not prepared to resolve the balance when you spoke with Mr. [redacted], you and Sergeant [redacted] remain responsible for the charged-off amount. The FSB will not turn the account over to a collection agency; however, the account restrictions will continue until the outstanding balance is recovered. In addition, as noted in the DAD, the FSB has the right to setoff funds from your individual accounts and apply them to the charged-off balance without prior notice. Ms. [redacted], our thorough analysis validated that the FSB handled this situation in accordance with banking regulations and with the DAD. We regret any possible miscommunication that may have occurred, and we appreciate the opportunity to research this matter and to reply to you. Should you have any additional questions, Mr. [redacted] is available to assist 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]

June 14, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank and I regret any frustration this matter may have caused.   I understand that [redacted], of...

our staff, initially confirmed with you the recurring payment was cancelled but she was unsuccessful in her subsequent attempts to discuss the findings of her additional research.  Nonetheless, she conducted a thorough review and I hope you find the following information helpful.  On February 21, 2017, a check for $140.00 made payable to [redacted]. debited your deposit account.  We received a letter dated February 27, 2017, in which you requested to close your account and we complied, closing the account on March 23, 2017.  An error was identified where the Web Bill Pay was not cancelled when the account was closed allowing three checks to be sent to [redacted].  Coaching has been provided to those involved to prevent a similar occurrence.  At this time, no fees have been assessed to you by USAA; however, Ms. [redacted] remains available to discuss any fees assessed to you by [redacted]. Additionally, please know that any drafts made before the account closure will not be refunded.    USAA acts in accordance with our core values of service, loyalty, honesty, and integrity and your allegations of not being able to communicate with USAA were unfounded. Please know that you can communicate with USAA by calling our toll free telephone number or by utilizing email and Click–to-Chat features on usaa.com.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

October 19, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your joint bank account with the USAA Federal Savings Bank (FSB). We responded to your complaint on October 7, 2016.  While we recognize that you disagree, we feel confident that the correct decision has been made.  In order to conduct a fraud investigation, you would need to provide a police report. At this time, 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]

Complaint: [redacted]
I am rejecting this response because:i still haven't found out any information as to why it was closed. She wasn't able to tell me that. Also we never talked any other fees I incurred from this incident 
Regards,
[redacted]

November 5, 2015
[redacted] Complaint ID #: [redacted]Dear [redacted]: I am responding to your submission regarding your mortgage payment.  We regret any inconvenience or frustration this matter caused you as we strive to provide quality service and accurate information...

to our entire membership.  Our records reflect that your mortgage loan ending in [redacted] was paid in full on September 25, 2015.  That same day, a $410.00 overpayment on that mortgage was applied as a principal curtailment to your new mortgage loan ending in [redacted].  County taxes for your loan ending in [redacted] were due on October 1, 2015, and since your loan was paid off prior to the tax due date, [redacted], Inc. did not disburse a payment from the established escrow account.  [redacted]s, of our staff, thoroughly reviewed your situation and attempted to speak with you and Mrs. [redacted] to discuss the results of her review.  Please contact Ms. [redacted]s at ([redacted] or ([redacted], Extension [redacted], at your earliest convenience, to discuss the options for the refund or the application of the $410.00 payment received in September 2015.  We look forward to speaking with you.  Thank you for allowing us to research this matter and reply to you.  Sincerely,[redacted]

January 28, 2016 Mr. [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, in pertinent, the following: “To receive the $300 credit, account holder must set up and have two qualifying direct deposits in amounts greater than $250 each post to the checking account during the offer period June 19-September 16, 2015, with posting no later than September 16, 2015. Direct deposits made before or after the offer period are not eligible for $300 credit.” Because your direct deposit in September 2015 did not post to your account within the specified timeframe, your account was not eligible for the promotional credit. Mr. [redacted], it is important to note that USAA abides by all banking regulations as well as our core values of service, loyalty, honesty, and integrity. Should you have any additional questions, Mr. [redacted] remains available to assist you. 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] Yes I know that usaa bank is holding over 246 thousand dollars and that's fraud and also everything else they can be sued for and all of it.......

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. However, I would like to add that if the account was paid off in an amount that was less than was needed to settle the original debt, why was I not receiving statement each month letting me know that I had a balance.  The first time I received a notification that there was an outstanding amount, I also received a collection call.  I don't think this is a fair practice by USAA.
Regards,
[redacted]

May 22, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your loan request with the USAA Federal Savings Bank (FSB).  We regret any frustration or inconvenience this matter caused you.  Thank you for...

corresponding with [redacted], of our FSB staff, who explained that a thorough review of your application confirmed your loan decision was appropriate.   It is important to know that the FSB follows fair lending guidelines and applies underwriting procedures consistently and uniformly to all applications.  In addition, the FSB acts in accordance with our core values of service, loyalty, honesty, and integrity, and we respectfully decline your request to remove all advertising information.   [redacted], our decisions are not made without careful consideration and sometimes that involves delivering news which we know our members may find disappointing.  We appreciate your service to our country and the opportunity to respond to you.   Sincerely, [redacted]

June 15, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your deposit accounts. I regret any frustration this situation may have caused you.
Unfortunately, [redacted], of our staff, was unable to contact you by...

phone to address your concerns. Nonetheless, he completed a thorough review of your account. Our records show that there were no returned payments. If you have additional questions or wish to provide more information on which payments did not process, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 29, 2016
Mr[redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the misapplied payments on your mortgage loan currently serviced by [redacted]. I regret any frustration you have experienced as we strive to provide quality service to...

our entire membership.
When we discover that matters have not been handled to a member’s satisfaction, we appreciate the opportunity to review our actions and to resolve the situation, as you allowed us to do. After a thorough investigation of your concerns, our records indicate that a reimbursement of $2,787.10 was credited to your USAA checking account on November 21, 2016. Additionally, [redacted] has confirmed that a $930.00 principal payment was applied to your mortgage on October 13, 2016. They have agreed to return those funds; hence, a reimbursement for that payment is forthcoming. We were unsuccessful in our attempts to reach you by phone to advise you of our actions. Nonetheless, should there be additional questions regarding this matter, please contact [redacted]l at ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted].
We appreciate the opportunity to review this matter and to respond to you.
Sincerely,
[redacted]

July 22, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding the payment you scheduled to a closed USAA credit card account. We regret any frustration you experienced. On June 25, 2015, you advised us...

about the misdirected payment, but tracking information was not provided from the sending bank. As [redacted], of our staff, explained, upon further review it was determined that the $214.88 payment was applied to your USAA auto policy premium on June 15, 2015. The payment was reflected on your June 30, 2015, auto and property insurance statement. Thank you for 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.

September 15, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your second submission regarding your disputed charge on your USAA Federal Savings Bank credit card.   We responded to your complaint on August 31, 2016.  While we recognize that you disagree, we feel confident that the correct decision has been made.  We have validated that you received the proper credits from the merchant on April 12, 2016.   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

August 2, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your checking account dispute claims.
Thank you for speaking with [redacted], of our staff, who explained the dispute process. She confirmed that provisional...

credits were placed in your respective checking accounts and are pending response from the merchant before becoming permanent. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 24, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your access to usaa.com.   Thank you for speaking with [redacted], of our staff, who explained how to access the funds in your account. ...

In addition, as you requested, a copy of the letter regarding your September 20, 2017, auto claim was sent to you on November 20, 2017. As [redacted], of our staff, explained, we are unable to reinstate your account access.    We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding an electronic funds transfer.
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns. Nonetheless, she completed a...

thorough review of your account and confirmed ACH disputes can only be conducted for the entire amount of the transaction. As a courtesy, we credited the $122.28 to your account. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 14, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted] of our staff, who addressed your concerns and provided...

a temporary credit to your account as a courtesy. Please know the FSB follows all banking regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity. If you have additional questions on this matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 23, 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). Thank you for speaking with [redacted], of our FSB staff, who processed a credit for...

the overdraft charges and associated fees, and confirmed your account has been returned to normal status.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]