Robert W. Carpenter, Esq.

Complaint: [redacted]
I am rejecting this response because: I have not received any communication from USAA. Please reach out.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:When I asked to review the tapes they "recorded" where an employee of USAA verbally said I would receive gap coverage multiple times before having me sign a paper work that didn't state what we had verbally agreed upon, I was informed they can not play me the recording and refuse to admit any fault. Went as far as to allude that im lying, yet still has yet to play me the recording. This is unfair and rather disgusting a company would treat, not only a vet but a member who has multiple accounts with them, this way. I will be sure to close out all my accounts as soon as possible and deter anyone who considers using USAA for any reason. Thanks for showing the true colors of your company. Disappointed to see such negative reviews and to see youre not even an accredited company. 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]

October 9, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your recent consumer loan experience. I regret that we did not meet your service expectations as we make every effort to ensure our members’ accounts are serviced...

efficiently and accurately.

Thank you for speaking with [redacted], of our staff, who thoroughly reviewed your concerns. USAA will submit a request to remove the September 2, 2017, credit inquiry. We ask that you allow 30 to 45 days for the information to be updated with the consumer reporting agencies. As Ms. [redacted] explained, the annual percentage rate (APR) is appropriate, and we respectfully decline your request to reduce the APR for this loan. Additionally, we are unable to make an exception for the Florida Documentary Stamp Tax as it is a state regulated fee.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

March 13, 2018
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your funds transfer.
After a thorough review, [redacted] of our staff, sent you a message on March 12, 2018, via usaa.com about this matter and confirmed that we...

are unable to reverse the transaction. USAA provides a verification page that allows members to return to the previous page and edit multiple factors of a funds transfer request before finalizing the transfer. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

March 20, 2017
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). I regret the frustration you experienced as we strive to provide quality service to our entire membership. ...

Coaching has been provided to those involved to ensure other members do not have a similar experience.
The Depository Agreement and Disclosures (DAD), which is provided to account holders at account inception and available on usaa.com, governs deposit accounts and describes the hold policy associated with funds submitted through RDC services. The DAD states, “FSB will hold the funds for up to seven business days from the date of deposit. In some instances, funds may be available sooner than seven business days based on such factors as credit worthiness, the length and extent of your relationship with FSB and its affiliates, transaction and experience history, and such other factors as FSB, in its sole discretion, deems relevant.” Our records show a portion of your March 8, 2017, deposit was immediately available to you, and the remainder was placed on hold for six days.
[redacted], of our staff, was unable to reach you to discuss your concerns by telephone. Ms. [redacted] thoroughly reviewed your checking account and confirmed that the hold was appropriate. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I accepted this phase of the resolution due to I am not a GREEDY customer but too I do feel other agency needs to know the poor practice of this company and if I didn't pursue steps to fix my credit would be in danger so I didn't wait 60 to 90 days without action. I got the $50.00 but too I was sent a copy of this transaction pictured front and back as in rubbing it in my face how lightly USAA got away with a serious and costly conflict. So I said I am done with the complaint with B.B.B. and now follow up with Federal Trade Commission and there is a site [redacted] to also let others BEWARE of their funds and this company handling the accounts. VERY WRECKLESS

January 20, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding accounts that were opened with your personal information. We regret the concerns this matter caused you. We investigated the accounts that were opened without your authorization,...

and we determined that they were fraudulent in nature. As such, you will not be held responsible for the account activity, and there was no reporting of the accounts to any consumer reporting agency. Unfortunately, Amy Hoover, of our fraud staff, was unable to reach you by telephone. However, she remains available to assist you with any questions you may have and can be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension 28682. Thank you for allowing us to reply to you. Sincerely,
[redacted]

September 14, 2015 [redacted] Dear [redacted]: I am responding to your submission regarding the USAA Flexible Retirement Annuity (FRANN) policy.  In our review, we noted that on December 10, 2010, you spoke with one of our...

Financial Advisors about reallocating the funds in your existing USAA retirement accounts.  During the conversation, the Advisor discussed the details of the FRANN and advised it was an annuity, which would incur a surrender charge if surrendered within the first seven years of the contract.  These terms are also set forth in your annuity contract, which was provided to you when your annuity was established.  In addition, your annual Contract Owner Statement, which you receive each January, also provides details regarding the potential surrender charges.  Consequently, we respectfully deny reimbursement of the surrender charge associated with the surrender of your annuity contract. Ms. [redacted], of our Life staff, has been unsuccessful in her attempts to speak with you about your concerns.  However, if you have additional questions about this matter, please contact Ms. [redacted] at [redacted], USAA Life uses automated tools to augment consistent, standardized information gathering and review of the suitability of the annuity product sales.  We are confident that our processes comply with state laws and regulations, and we strongly disagree with your allegations of wrongdoing. Thank you for allowing us to reply to you and explain our position. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: Sometimes things happen I was involved in 2 IED explosions a and a RBG Attack in Iraq I am on perment disability, I wish I would of got the disability money faster but the government always drags there feet forcing me to file for chapter 7 USAA sound understand this every other company like capital one and chase as well as others understand and there not even a military bank. USAA needs to have some respect!
Regards,
[redacted]

December 13, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your debit card fraud claim with the USAA Federal Savings Bank (FSB).  I apologize for any frustration or inconvenience you experienced as a...

result. Thank you for speaking with [redacted], of our staff, who confirmed that credit was issued to your deposit account on December 7, 2017.  An email was sent to you with additional information about your claim.  If you have further questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

January 31, 2018
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding a disputed charge on your deposit account with the USAA Federal Savings Bank (FSB).
We responded to your complaint on January 18, 2018. 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. FSB has no further recourse to continue with this dispute. We advise you speak directly with the merchant to resolve this matter.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

November 8, 2016   Staff Sergeant [redacted], USAR Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your dispute of a recurring charge by Planet Fitness.  I regret any inconvenience this has caused.    Thank...

you for speaking with [redacted], of our staff, who explained the merchant’s bank declined our request to dispute or reverse the debits.  They also provided documentation showing that the debits were valid based on your contract with the gym.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity 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. However, that doesn't change the fact that I only got action when I complained to the Revdex.com, after many frustrating conversations with the business.  I hope they will continue to deal with the consumer service failings that led to the complaint in the first place.
Regards,
[redacted]

December 28, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding a dispute filed with the USAA Federal Savings Bank (FSB).  We regret any frustration or inconvenience you may have experienced.   [redacted]...

[redacted], of our staff, was unsuccessful in reaching you to discuss your concerns.  Mr. [redacted] confirmed that the dispute was filed on December 13, 2017, at your request.  Mr. [redacted] assisted in expediting the handling of the dispute, resulting in a provisional credit being issued to your checking account on December 26, 2017.  Please note that the FSB needs additional information from you by January 23, 2018, to continue the dispute.  If you have further questions, Mr. [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:
USAA has not given us any chances to prove that we did not do what we are accused of. I was told to get police report then reminded that if I do, it would be for our satisfaction only, they would not consider it and if I went and filed then I will be charged with filing a false police report. USAA calls and ask questions and when we prove they are wrong, it switches to another tactic and more accusations. No moat term who I call to speak with, no one wants to hear our side or give us a chance to prove case, we are told that their decision is final and no matter who we contact or speak to the fact remains just that. They originally closed case on Dec28,2016 and when we decided not to open another account they had someone contact me saying whoever did it had no business and that as of Jan 5,2017 are now going back and reopening account to charge us. They determined it was card cracking but felt we somehow participated in scam which we know nothing of. Some things were forgiven but if I'm not mistaking they are charging us with arm withdrawels  
Regards,
[redacted]

February 16, 2017
[redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your deposit account with USAA Federal Savings Bank.
We regret any frustration you experienced as we strive to provide quality service to our entire membership. Our...

records indicate that your funds became available on February 9, 2017. Unfortunately, [redacted], of our staff, was unable to reach you to discuss this matter further, and she remains available at ([redacted]) **1[redacted]) or ([redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

February 6, 2018
Mr. Robert [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding GAP insurance.
We responded to your complaint on February 1, 2018. 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 must respectfully decline your request to remove the loan.
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:
Regards,
[redacted]

December 29, 2017   Captain [redacted] Complaint ID #: [redacted]   Dear Captain [redacted]:   I am responding to your submission regarding your auto loan.   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 for the opportunity to reply.   Sincerely,   [redacted]