Robert W. Carpenter, Esq.

Complaint: [redacted]I am currently on active duty, awaiting redeployment, as such I am unable to reach your representative by phone.  I had e-mailed you directly via the Revdex.com explaining this.  Any messages left, must have been left at my home?, as I did not receive anything.  I would ask that you please contact me via e-mail and/or through this message service, as it is my only means of correspondence.From the documentation received from the Court, it is my understanding that the perpetrators had used my personal information in order to open all of the accounts (only one at USAA, though), so of course the personal information would match mine - I am not contending that.  I AM contending, however, that it was NOT I that opened the account, but rather the two individuals that CONFESSED to have committed the crime.  I have managed to work with all of the other creditors that were attributed to their fraud without issue.  I am floored that a company that's primary mission is to assist the MILITARY is in fact making it practically impossible for me to remove information that does not belong to me.  I have never opened an account with USAA, but after this experience I absolutely never would - nor would any of my fellow service members.
Regards,
[redacted]

Tell us why here...January 28, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding your credit card account with the USAA Federal Savings Bank. We responded to your complaint on January 8, 2016. While we recognize that you disagree, we feel confident that the correct decision has been made. 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] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Tell us why here...February 17, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding the duplicate debit for $500.00 involving your checking account ending in 0466 with the USAA Federal Savings Bank (FSB). We regret the...

inconvenience this matter caused you. Our records reflect that in May 2015, you scheduled a recurring electronic funds transfer to be sent from your FSB checking account [redacted] to an external account. On February 1, 2016, two transactions for the same amount debited your account. The duplicate transaction was reversed on February 11, 2016, and a refund for the $25.00 overdraft fee assessed to the account was also issued. [redacted], of our staff, was unable to reach you to discuss your account. If you have additional questions, she 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.USAA's timeline is correct. However, as noted in earlier communications, the issue is that the "On Line Payment" feature on the USAA website did not populate with the correct (final) amount for the monthly bill (including the last day's charges), even though I viewed the final bill just before initiating the on line payment.  There is a flaw in the On Line Payment feature which causes the "pay recent bill in full" option amount to not include the charges in the last day of the billing cycle, after the monthly bill has been posted.  To avoid such charges in the future, I will choose to pay my bills on the "bill due" date as opposed to the day the bill is published.I appreciate the Revdex.com help in this matter, as I was and am still unable to find any one in USAA who would acknowledge that if the on line payment option does not populate with the correct amount, then USAA is also partly responsible for the issue I experienced.  I have since experienced other computer glitches with the USAA website which reinforces my belief that a computer glitch was responsible with the on line payment amount being populated with the wrong amount.
Regards,
[redacted]

October 26, 2015 Mrs. [redacted] Complaint ID #: [redacted]
Dear Mrs. [redacted] I am responding to your submission regarding a promotional offer from the USAA Federal Savings Bank (FSB). Unfortunately, [redacted], of our staff, was unable to reach you to discuss your concerns and the...

requirements to receive the promotional credit. At your earliest convenience, please contact Ms. [redacted] at [redacted] or ([redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

May 18, 2016 Private [redacted], USAR Complaint ID #: [redacted] Dear Private [redacted]: I am responding to your submission regarding your checking account. [redacted], of our staff, reviewed your account activity and, as a result of our investigation, we have determined that you are...

responsible for the negative account balance and fees. The USAA Federal Savings Bank (FSB) acts in accordance with all banking regulations and with our core values of service, loyalty, honesty, and integrity, and we strongly reject your allegations of wrongdoing. Should you have any further questions about this matter, Ms. [redacted] remains available to assist you and can be reached at [redacted] or [redacted]. We appreciate you allowing us to reply to you; however, we respectfully decline your request for reimbursement. Sincerely,
[redacted]

July 5, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted] 
I am responding to your submission regarding your deposit account.
Thank you for speaking with [redacted], of our staff, who addressed your concerns. Our records show on June 28, 2017, a check totaling...

$17.00 was mailed to you. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

June 10, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your joint checking account and your spouse’s individual checking account with the USAA Federal Savings Bank (FSB).
 
Between April 29, 2016 and...

May 2, 2016, funds transfers totaling $1,723.44 were issued to the joint account ending in 2946. Between May 2, 2016 and May 18, 2016, the funds, which included the $861.72 miscellaneous credit and the funds transfer of $300.00 and $561.72 in the account 2946, were depleted. [redacted], of our staff, sent a Member Message explaining credits totaling $1,723.44 were made available in account 2946. A conversation Ms. [redacted] had with Mrs. [redacted] confirmed the miscellaneous credit was noted but was assumed to be from another source.  Because the funds were depleted a transfer could not be processed to cover the negative balance. Per the FSB’s Depository Agreement and Disclosures (DAD), which is provided at the time of account inception, “You agree that FSB may, without prior notice or demand, apply or setoff the funds in your account (and accounts you own with others) at any time to pay any debt, whether direct or indirect, that you have with FSB, and/or any fees or service charges owed to FSB.”  On June 1, 2016, funds were transferred from account 2946 for just this purpose.
 
Please note that protecting the security of our members’ accounts is our top priority.  Ms. [redacted], of our staff, was unsuccessful in her attempts to reach you by telephone.  Due to privacy concerns, we are unable to discuss any information regarding Mrs. [redacted]’s account with you, as it is an individual account and we do not have prior authorization from the account holder. The FSB acts in accordance with all applicable banking regulations as well as our core values of service, loyalty, honesty and integrity, and we strongly reject any allegations of wrongdoing.  Ms. [redacted] can be reached at [redacted] should you need to discuss this matter further.
 
We appreciate the opportunity to look into this matter. 
 
Sincerely,
 
[redacted]

Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank.
As we have previously advised you, we confirmed that you did request the first payment to be withdrawn on March 11, 2016. ...

As [redacted], of our staff, advised you, we were able to find a resolution which would accommodate your request to have the February payment returned to you.  However, I understand you declined the option as it would require you to submit new loan documentation.  Ms. [redacted] remains available should you decide to accept the offer.  We apologize for the inconvenience this matter caused you. 
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

July 31, 2015
[redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB). Our records reflect that you established a USAA Secure checking account on May 22, 2015, and accepted a...

promotional offer to receive a $300.00 credit to your account no later than September 30, 2015. To meet the criteria, the account holder must set up and have two qualifying direct deposits of at least $250.00 or more each that post to the account between June 19 and September 16, 2015. While two funds transfers for $282.00 and $269.00 were credited to your account from Handybook.com on May 28 and June 11, 2015, they were not deemed “qualifying direct deposits,” and they did not post during the criteria dates as disclosed in the terms and conditions of the promotion. [redacted], of our staff, was unable to reach you by telephone to discuss your concerns; nonetheless, as a courtesy, the FSB has agreed to honor the credit. Hence, the $300.00 will post to your account by the end of the promotional period. As previously explained, Ms. [redacted] was out of the office due to unforeseen circumstances. Mr. [redacted], it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we do, and we strongly disagree with your allegations of impropriety. If you have additional questions, Ms. [redacted] remains available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

December 11, 2015
[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your second submission regarding access to the website and the handling of your credit card with the USAA Federal Savings Bank. Our records confirm that you filed an inquiry about the...

same matter with the Consumer Financial Protection Bureau (CFPB).  We responded to the CFPB on June 16, 2015, with a full explanation.  Since that response, our records indicate that you have made multiple successful contact attempts with USAA by phone and on usaa.com.  The USAA Federal Savings Bank acts in accordance with regulations as well as with our core values of service, loyalty, honesty, and integrity, and we strongly disagree with your allegations of wrongdoing.  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]Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC....

June 17, 2015 [redacted]
[redacted] I am responding to your second submission regarding the $100.00 legal process fee assessed to your checking account with the USAA Federal Savings Bank (FSB). We responded to your complaint on June 4, 2015. While we recognize that you disagree, we feel confident that the correct information has been relayed in accordance with the FSB’s Depository Agreement and Disclosures (DAD), which is provided to account holders and available for your review on usaa.com. Information regarding the FSB’s handling of tax withholding orders and other legal process documents can be found in the Legal Process section of the DAD. [redacted], no new information has been presented that would warrant a change in our position or handling. We appreciate the opportunity to review your concerns again; however, we consider this matter closed. Sincerely, [redacted]

July 7, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your auto loan, and I regret any frustration this situation may have caused you.
Our records show that on June 27, 2017, we reduced your loan rate to the...

appropriate 4.24%. 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]

March 23, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your personal loan with the USAA Federal Savings Bank.   Copies of the loan contract, statements, and payment history were mailed to your address on file.   We appreciate another opportunity to reply to you.    Sincerely,   [redacted]

July 6, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your deposit accounts.
Unfortunately, members of our staff were unable to reach you by phone to address your concerns. Please know we will review any supporting documents you provide detailing the payments that have returned. If you wish to provide such documentation, please contact [redacted] of our staff, at your earliest convenience at ([redacted]) [redacted]-[redacted] or (800) [redacted]-[redacted], Extension [redacted].
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

August 23, 2017 [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the rental car insurance benefit provided by your USAA Visa Signature® credit card in conjunction with your April 16, 2017, automobile claim.  We regret any...

frustration or inconvenience you experienced as a result of this matter. Thank you for speaking with [redacted] and [redacted]o, both of our staff, about your concerns.  Because the coverage from Visa is secondary to the coverage provided by your auto insurance policy, the Visa benefit compensated you for the out-of-pocket cost associated with your collision deductible.  We ask that you continue to work closely with your adjuster to bring the claim to resolution.  If you have further questions, Mr. [redacted] and Ms. [redacted] remain available to assist you.  In addition, the USAA Visa Signature® Guide to Benefits for Credit Cardholders can be accessed at usaa.com. 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.

Complaint: [redacted]
I am rejecting this response because: I still did not get an answer to my first inquiry. I asked back at the end of December 2016 for someone to review the tapes from September 2016 to hear what I heard. I don't expect you to find any records because I have already spoken with the other representative who told me the exact same thing. You are not providing me with anything new. I left a message for mr. [redacted] as well as [redacted]. What else can I do. My issue began in 2016 and I asked at someone review the phone call to provide proof of what I heard and my understanding about how to resolve the matter so that it did not go into a charge off or collection status. I am sorry that I am not able to provide you with any new information because I have not received the results from my request from 2016. If USAA will not assist me with this matter I will just continue up the chain. What else can I do.Thank you
Regards,
[redacted]

May 26, 2015 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your checking account ending in [redacted] 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. Sincerely, [redacted]

March 15, 2016 [redacted] Complaint ID #: [redacted]: I am responding to your second submission regarding your checking account with the USAA Federal Savings Bank (FSB). While we recognize that you disagree with our March 8, 2016, response, we feel confident that the appropriate hold decision was made and that the correct information has been relayed to you in our prior response. No new information has been presented that would warrant a change in our position or resolution. It is important to note that FSB acts in accordance with applicable federal banking regulations and the Depository Agreement and Disclosures, and we reject your allegations of “mistreatment.” We appreciate the opportunity to review your concerns again; however, we consider this matter closed. 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]