Robert W. Carpenter, Esq.

July 27, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your deposit accounts with USAA Federal Savings Bank (the FSB). I regret any frustration or inconvenience you experienced as a result of this matter.
Our records...

confirm that all the nonsufficient funds fees were accurately assessed to your account. According to the FSB’s Depository Agreement and Disclosures (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 Nonsufficient Funds (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.”
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 the nine NSF fees were refunded since you disputed the transactions. If you have any questions, Ms. [redacted] remains available and can be reached at ([redacted] (USAA) or ([redacted], Extension [redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:o it's possible to physically swipe my card from 300+ miles away?  And when someone calls and says "I did not do this! Don't let any more charges go through" really wanted charges to go through?  it seems like anyone with half a brain could answer "no" to both of those.  You failed any kind of due diligence, you failed to protect your customer, you failed to honor a veteran, and you failed to live up to the standards you swear you have.  You say that I can talk to this person, yet I called 4 times and no one would give me a number. I was hung up on. I was transferred to every corner of every department, but always told that I couldn't have a number.  So yet again, you're lying. you deserve to be sued. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We never recieved any funds and Ivy Newell said we where getting a refund. We call usaa daily nobody can tell us where funds went and who it was sent to. We cannot even see funds being deposit nor spent into the account. This is very un-exceptable. Not one staff member can show us where funds been and deposit too. When we do get a representive everyone transfer us to another department. We have not recieved funds nor will we let 11, 226 not be accounted for. 
Regards,
[redacted] & [redacted]

Complaint: [redacted]
I am rejecting this response because:I know there is something that can be done I been a customer for over 7years and this is how I get treated. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I have never asked for the IRS laws regarding the 1099C.  I have repeatedly asked USAA for its policies, regulations, and procedures regarding the 1099-C, the block to the main login, and the charge off of the 2007 Dodge Charge reflecting on my credit report.  USAA continually plays games with words.  I am not playing with words.  Where is the requested information regarding the above mentioned from USAA's policies, regulations, laws, procedures, etc.?  Send me the written proof of it.  It should be public knowledge.  I have the right to the requested information. Thank you. 
Regards,
[redacted]

December 11, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your auto insurance premium and the activity in your spouse’s checking account. We regret any frustration you may have experienced.   Thank you for...

speaking with [redacted], of our staff, who explained the factors affecting auto insurance premiums and assisted you with canceling your auto and renter’s policy.  I understand you also spoke with Julie [redacted], of our staff, who discussed the outcome of our investigation.  Should you have any further questions, Ms. [redacted] and Ms. [redacted] remain available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 23, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted], I am responding to your submission regarding the fees assessed to the checking account you hold with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of our staff, on March 15, 2016, about...

your concerns.  I understand that she explained to you how fees are assessed and how transactions are processed by the FSB; both in accordance with the Terms and Conditions outlined in the Depository Agreement and Disclosures (DAD).  The DAD was provided to you at the inception of your account and is available for review at [redacted]  I was pleased to learn we were able to accommodate your request for a refund of the fees assessed.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  We appreciate you allowing us to reply to you.  Sincerely, [redacted] Senior Member Relations Advisor

December 27, 2017 Mrs. [redacted]Complaint ID #: [redacted]
 Dear Mrs. [redacted]: I am responding to your submission regarding your requests for payment assistance on your USAA Federal Savings Bank (FSB) consumer loan. In September 2017, you submitted a signed Member...

Assistance Application (Application), which noted that USAA might further investigate the details of your hardship.  Your request for long-term assistance was ultimately declined, and you were notified by mail.  Your second Application submitted in November 2017 included your written instruction to refrain from contacting your employer.  The FSB proceeded with reviewing your second Application after you gave authorization to verify your employment. You were approved for short-term assistance; however, a payment was required to obtain a deferment on the loan.  A third Application was submitted in December 2017 for medium-term assistance; this request was also declined, and you were notified by mail.  [redacted], of our staff, was unsuccessful in reaching you to discuss your concerns.  Nonetheless, Mr. [redacted] reviewed your Applications and confirmed that you declined short-term assistance, as you were unable to make a payment at that time.  Mr. [redacted] found no indication you were advised that medium-term assistance would be approved after receiving approval for short-term assistance.  If you have further questions, Mr. [redacted] remains available to assist you.  In addition, you can contact our Member Assistance Team at your convenience at [redacted], Extension [redacted].  Representatives are available Monday through Thursday from 8:30 a.m. to 6:00 p.m., CT, and on Friday and Saturday from 7:00 a.m. to 11:00 a.m., CT. We appreciate you allowing us to reply to you.   Sincerely,  [redacted]

January 23, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the balance on a loan with USAA Federal Savings Bank (FSB) that you state you had already paid off.   [redacted], of our staff, was unable...

to reach you to discuss your concerns; nonetheless, he reviewed your account thoroughly and confirmed that your payment in January 2015 was for less than the account balance.  He could not verify the amount of the payoff quote you received by the FSB. Therefore, as a courtesy, he waived the remaining balance on the account and submitted a request to remove the adverse credit reporting from December 2017.    We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

January 23, 2018 Sergeant [redacted], ARNG (Ret.)Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your second submission regarding your deposit account. We responded to your complaint on January 15, 2018.  A thorough review of your statements for the past 12 months was completed, and we found no evidence to support the amount you allege is missing.  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]

April 12, 2018
Specialist [redacted], USAR
Complaint ID #: [redacted]
Dear Specialist [redacted]:
I am responding to your submission regarding an account with the USAA Savings Bank.
I understand [redacted], of our staff, contacted you and advised that we are continuing to review...

this matter. We will follow up with you directly once our review is complete.
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.

August 3, 2017
Ms. [redacted] Complaint ID #: [redacted]
 Dear Ms. [redacted]:
I am responding to your submission regarding ATM withdrawal dispute.
Thank you for speaking with [redacted], of our staff, who confirmed the $302.00 credited to your account on July 18, 2017. If you have...

additional questions, Mr. Rico remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

May 29, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]  I am responding to your second submission regarding your loan request with the USAA Federal Savings Bank (FSB).  We responded to your complaint on May 22, 2015.  While we recognize that you disagree, we feel confident that the correct decision has been made.  Please note that the FSB discloses that loans are subject to creditworthiness.  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]

January 26, 2016 Master Sergeant [redacted] Complaint ID #[redacted] Dear [redacted] I am responding to your submission regarding your deposit account. We regret any frustration or inconvenience you experienced, and we appreciate the opportunity to look into your concerns. We...

confirmed that the $900.58 payment was returned from the external payee, that a credit for that amount posted to your account on January 11, 2016, and that you canceled the monthly automatic payment on usaa.com. Albert Garcia, of our staff, was unsuccessful in his attempts to reach you to discuss this matter. If you have any questions, [redacted] remains available to assist you at (210) 531-USAA (8722) or (800) 531-8722, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

August 3, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account with the 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. [redacted], of our staff, was unsuccessful in her attempts to contact you by telephone. Ms. [redacted] removed the hold due to your overall history with the FSB and funds were made available for your use. We thoroughly reviewed this matter and determined that the hold was placed appropriately. Therefore, we are unable to honor your request to refund the one nonsufficient funds fee you incurred. 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 to reply to you. Sincerely, [redacted]

March 4, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding you 2008 claim. Thank you for speaking with [redacted] of our staff, about your claim payments. As discussed, we are awaiting paperwork from you for our review. For any questions, please do not hesitate to contact Ms. [redacted]. We appreciate the opportunity to review your concerns again. Sincerely, [redacted]

August 31, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding USAA’s eligibility process.    USAA products and services are available only to those meeting certain requirements, one of which is being...

eligible for USAA membership.  USAA membership is open to current and former military with a discharge type of “Honorable,” and to their current and former dependents, including adult children and ex-spouses.  In order for a child to be eligible for membership, the parent must have joined USAA.   Since your inquiry, our records show that your father has taken steps to establish his membership.  Once this is accomplished, you will be eligible, and then we will be able to address your request to join USAA and your interest in USAA products and services.    We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:USAA does not work in your benefit to resolve disputes. I saw the response that [redacted] replied to USAA with and it was generic and had nothing to do with the current situation. Hurricane Harvey was a tragedy that affected our trip due to no fault of our own. No services were rendered and our return flight was cancelled because the city we live in was under water. Why this is difficult to understand I'm not sure. Hopefully the FAA will be more helpful than USAA. If all the other party has to do is say refunds are against there policy the dispute process would all together useless wouldn't it?
Regards,
[redacted]

January 10, 2018   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your auto loan 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]

January 10, 2018 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding your requests for payment assistance on your USAA Federal Savings Bank (FSB) consumer loan. Thank you for speaking with [redacted], of our staff.  As our previous response advised, your applications for long-term and medium-term assistance were declined by the FSB, and you were notified by mail on both occasions.  The specific reason was noted as “unable to provide significant savings.”  Mr. [redacted] clarified that the FSB did not have a program that would allow you to pay off your loan within your remaining loan terms, based on the duration of assistance requested.   We appreciate another opportunity to reply to you.   Sincerely, [redacted]