Robert W. Carpenter, Esq.

March 17, 2017
Master Sergeant [redacted], USA (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding the $208.00 that was inadvertently withdrawn from your checking account on February 13, 2017. I apologize for the frustration and...

inconvenience this caused.
[redacted], of our bank staff, has been unsuccessful in his attempts to speak with you. However, he conducted a thorough review of your account and confirmed that the funds were credited to your checking account on February 27, 2017.
Should you have additional questions regarding this matter, Mr. [redacted]z remains available to assist you. Thank you for allowing us to reply to you.
Sincerely,
[redacted]

Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]
I am responding to your submission regarding your mortgage, your deposit account, your credit card, as well as issues with our automated system. I regret any frustration you experienced.
Thank you for speaking with [redacted], of our staff, who reviewed your mortgage loan modification and confirmed that an approval letter was mailed to you on December 8, 2016, and any foreclosure proceedings have been placed on hold. Although NationStar Mortgage (NSM) shows no record of your $5,000.00 payment, you were advised to send a copy of the front and back of the check to NSM so that they can research this further.
[redacted], also of our staff, discussed with you the disputed transaction on your deposit account. She verified that the required documentation was not received; therefore, you will remain liable for this transaction. I understand that you will be sending the correct receipt to continue the dispute.
I was pleased to learn that the other issues in your correspondence were addressed to your satisfaction. If you have any other questions Ms. Norman and Ms. Hernandez remain available to assist 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.

[redacted]
I am responding to your submission regarding your debit card dispute.
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]

September 11, 2015
[redacted]
[redacted] Dear Mr. [redacted]: I am responding to your second submission regarding a payment to your credit card account with the USAA Federal Savings Bank. Thank you for speaking with [redacted], of our staff, who confirmed that you received a courtesy credit check for the inconvenience you experienced. I understand you also advised Ms. [redacted] that you consider this matter resolved. We appreciate the opportunity to review your concerns again. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: While you may consider the matter closed I certainly do not. I have retained an attorney and you will be hearing from him shortly. Concerning my medical bills that I incurred just a few days after my accident. I feel it's unconscionable that USAA is not willing to cover these charges under my no fault, especially since they were incurred prior to you terminating my coverage.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  My issues were never discussed. The representative that contacted me never spoke to me. We kept missing each other via telephone.  The way I was treated was never resolved appropriately.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I  was told by the Director at Money Gram that the funds were sent back to USAA and available in the FEDS system. I  wasbeven goven a reference number for USAA to request the funds. My number hasn't changed and I have not received any phone calls from USAA not Emails. I drove an hour away just to speak to someone in person and they spoke to the MoneyGram director and I was told there was nothing they could do for me. My money is someone and I have not tried to cash a shredded money order at another institution . 
Regards,
[redacted]

February 27, 2017
[redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your auto loan with USAA Federal Savings Bank (FSB).
We conducted a thorough review of your account and hope the following information addresses our concerns. ...

Our research indicates that the automatic payments on your loan were established from the information included on your loan application. When the loan became delinquent, we notified you in writing of the status on several occasions. Therefore, in accordance with the Fair Credit Reporting Act, the FSB is unable to remove any adverse information reported to the consumer reporting agencies. It is important to note that we also provided the appropriate form to update your account information. However, the form was never returned, but on June 20, 2016, you updated the information for the automatic payments.
In keeping with the company’s core values and our commitment to the membership as a whole, the FSB has adopted a policy that affects members who do not meet certain obligations with us. In addition, to the extent allowed by law, our business policy allows USAA and our affiliates to stop doing business with a member where there has been abusive behavior by the member. When this basic principle is compromised, we transact with members by mail.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

[redacted]
I am responding to your second submission regarding your checking account with the USAA Federal Savings Bank.
Thank you for speaking with Julian Sapien, of our staff, who provided you the instructions to make a payment to the balance owed on your checking account, and confirmed he would monitor the account for receipt of the payment.  I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  They still have not fixed the proplem just pushing it down the road. My house was aprased for more 3 months ago and values continue to rase in our area. And the aprasal that was done 3 months ago the apasor did not know any values to green homes and gave way less then the arizona values on owned solar systems and now usaa send a person to drive ny our house and give a low ball value on a IRRRL VA refi  and no apasal is needed in a IRRRL refi and they pulled the va aprasal from 3 months ago and sent me a copy and then they low ball it trying to collect $11000 for the under value they are trying to state the house is worth if they want a true value then they should do a proper value like all the other aprasal I have done in the past someone comes to the house measure takes pictures and checks the hole property out and gives a value not someone driving by and guessing what it is worth. Thats a worthless aprasal
Regards,
[redacted]

June 14, 2016
 
Ms. [redacted]
Complaint ID #: [redacted]
 
Dear Ms. [redacted]:
 
I am responding to your submission regarding the refund of your deposits.  I apologize for the frustration you experienced as we strive to provide quality service to our entire membership, and...

feedback about your situation has been shared with the appropriate areas.
 
Thank you for speaking with [redacted] of our staff, who confirmed the restrictions have been removed from your account, and two $25.00 checks  were sent via expedited mail to the address on file at no additional charge.  If you have additional questions, Ms. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

May 21, 2015 Sergeant First Class [redacted], USA Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank and your Subscriber’s Savings Account (SSA). [redacted], of our staff, was unsuccessful in...

her attempts to reach you to discuss your concerns with the deposit hold. A thorough review of your account was completed and it was determined that the hold was applied appropriately. The FSB handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to account holders and is available for your review on [redacted]. The DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as USAA Easy Deposit, 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. With regard to your insurance policies, I understand that [redacted], of our staff, spoke with you about the insurance premium and explained the increase to your monthly payment. She also discussed the SSA distribution guidelines. [redacted] remains available should you have any further concerns. [redacted] may be reached at [redacted]) or ###-###-####, Extension [redacted] should you wish to discuss the checking account. Sergeant [redacted], it is important to note that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity. We appreciate the opportunity to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:  When a your customer issues a bad check, it is a violation of the law.  As the person whom the check was written to, I have the right to prosecute.  The first step in the legal process is to protest the check in court, which REQUIRES a certificate of protest from the bank.  In any bank I've ever dealt with, this has been a five minute process.  USAA is aiding their customer in the CRIMINAL ACT of check fraud.  Issuing a bad check is a class B misdemeanor. S 190.10 Issuing a bad check; presumptions. 1. When the drawer of a check has insufficient funds with the drawee to cover it at the time of utterance, the subscribing drawer or representative drawer, as the case may be, is presumed to know of such insufficiency. 2. A subscribing drawer or representative drawer, as the case may be, of an ultimately dishonored check is presumed to have intended or believed that the check would be dishonored upon presentation when: (a) The drawer had no account with the drawee at the time of utterance; or (b) (i) The drawer had insufficient funds with the drawee at the time of utterance, and (ii) the check was presented to the drawee for payment not more than thirty days after the date of utterance, and (iii) the drawer had insufficient funds with the drawee at the time of presentation. 3. Dishonor of a check by the drawee and insufficiency of the drawer`s funds at the time of presentation may properly be proved by introduction in evidence of a notice of protest of the check, or of a certificate under oath of an authorized representative of the drawee declaring the dishonor and insufficiency, and such proof shall constitute presumptive evidence of such dishonor and insufficiency.
Regards,
[redacted]

June 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, and confirming your concerns were resolved. Please know your feedback is...

appreciated as we are continually seeking ways to improve the way we do business. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the debt from the USAA Savings Bank reflecting on your credit report.
Our records confirm that you filed the same inquiry with the Consumer Financial Protection Bureau (CFPB). We...

will respond in detail via the CFPB portal.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

Tuesday, February 09, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your second submission regarding the credit for a USAA checking account promotional offer. We responded to your complaint on January 29, 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]

March 21, 2018 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding nonsufficient funds fees assessed to your checking account with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of...

our FSB staff, who confirmed there was a misunderstanding concerning the date of the payment in question.  As a result, Ms. [redacted] refunded the associated fees 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]

Complaint: [redacted]
I am rejecting this response because:still dont get that usaa made an error of $100.00 twice an I still have to pay it back. They didnt give me theb $200.  but want me to pay it back.
Regards,
[redacted]

December 8, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit accounts with USAA Federal Savings Bank (FSB).   Our records confirm that on October 10, 2017, a check totaling $2,300.00 was...

deposited into your checking account.  Three days later, the check was returned.  The reversal of the monies, in addition to a $5.00 Returned Item Fee was assessed in accordance with the Service Fee Schedule, causing your account to be overdrawn.  On October 17, 2017, the account was reviewed for Fraud, and we determined that there was no evidence or indication of such.  On November 24, 2017, the account was charged off with a negative balance of $982.45.   On November 27, 2017, we processed a payment from the associated account to your overdrawn charged-off account in accordance with the Depository Agreement and Disclosures.  Three days later, a direct deposit totaling $2,073.71 was received in the associate account.  On that same day, we discussed our right to offset (RTO) process with Mr. [redacted] and two days later, we processed an RTO of $982.39 from the account to recover the remaining overdrawn balance of the charged-off account.  [redacted], of our staff, attempted to contact you to discuss your concerns but the call was disconnected.  Ms. [redacted] remains available should you have any additional questions, and she can be reached at ([redacted], Extension [redacted]. We appreciate you allowing us to reply to you.   Sincerely, 
[redacted]

October 15, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit options with the USAA Federal Savings Bank. [redacted], of our staff, was unsuccessful in speaking with you; however, I hope you find the following...

information responsive to your concerns. A thorough review confirms that we have not rejected a deposit from you and that the ability to use USAA Deposit@Home® and USAA Deposit@Mobile® is impacted by your account activity and history. Please know that account alerts are available to monitor specific account activity. At this time, we are unable to provide a specified date of when the USAA Deposit@Home and USAA Deposit@Mobile capabilities will be available to you. Your options to deposit funds include USAA Easy Deposit® at The UPS Store, direct deposit, wire transactions, and mail. If you experience any issues with USAA Easy Deposit, please contact USAA while you are at The UPS Store so that we can properly troubleshoot the situation. Should you have any 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]