Robert W. Carpenter, Esq.

March 8, 2018
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding the billing for your credit card.
We responded to your complaint on February 26, 2018. Our records reflect that on December 19, 2017, you processed a payment for the posted credit card transactions. At that time, there were pending transactions totaling $356.52 that had not yet posted to the account. During overnight processing, the monthly account statement closed with a New Balance of $356.52 as the pending transactions had posted, and a copy of the monthly statement was sent to you. The statement noted, “We will not charge you any further interest on your Purchase Balance on this Statement if you pay your entire New Balance by your Payment Due Date of 01/13/18.” A payment was not received by the due date, and $29.02 in interest on purchases was assessed.
As a courtesy, we refunded the $29.02 interest charge on March 2, 2018. Additionally, [redacted], of our staff, attempted to reach you, and she remains available if you would like to further discuss your concerns.
We appreciate you speaking with [redacted], of our staff, about your email experience, and we hope you found the conversation informative.
Thank you for giving us another opportunity to respond.
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 spoke with a USAA representative and requested overdraft protection on my checking account.I never heard of having a checking that had overdraft protection that was lster closed.What was the reason?I would like tp request documentstipn of this account.Another issue was NSF fees were charged when money was available in the account and am still being charged fees with a balance of $1500.00.These pending charges have prevented me from closing my account.I would like documentation of each overdraft fee charged.I have had several issues with USAA.They should also have a record of me contacting them removing the from my Homeowners Insurance because my home was underinsured.If your goal is to rip off military members you have done a great job because I know I am not the only one.If you feel that $260.00 pf fees in one month isnt excessive your crazy!!    
Regards,
[redacted]

January 16, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your deposit account.   At the inception of each deposit account, you were provided with the Depository Agreement and Disclosures (DAD), which...

outlines the terms and conditions that govern your deposit accounts.  According to the DAD, “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.  If FSB pays insufficient funds items by overdrawing your account on one or more occasions, FSB is not obligated to continue doing so in the future, and may stop paying such items and return them unpaid without notice to you.”    Thank you for speaking with Megan [redacted], of our staff.  On October 14, 2016, you initiated a dispute from a merchant, and we issued temporary credit.  After you informed us that the merchant provided you with a refund, we then reversed our temporary credit.  On December 20, 2016, your account was debited, resulting in a negative balance.  An NSF fee was then charged.    Our records indicate we spoke with you on multiple occasions about the recurring monthly automated clearing house (ACH) transaction from Planet Fitness.  We confirmed that you declined to put a stop payment on the transaction and indicated that you were in discussions with the merchant to change the billing date.   Ms. [redacted] review of your account determined that any fees assessed to your account were assessed appropriately.  Those that were refunded were done so as a courtesy and should not be construed as a requirement.  Some of our business practices are considered proprietary information; therefore, we decline to release information regarding courtesy refunds.   Additionally, we were unable to substantiate the disputed amount of $5,000.00 you indicated.  Please contact Ms. [redacted] at your convenience to discuss this amount as well as your options with ACH transactions.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: if I willingly participate in in something, I would have to know exactly what is going on.  That means the person doing the scam would have to tell me it's a scam and then I would have to send them money for the scam. But I didn't know anything so none of this is willingly and and if you look directly at it you can see that it appears as though Adecco stole that mo et. . They appear to be the ones that hired me told  mrtosend them money, they said they would give it back...Y'ALL SEEN THE PROOF.... SO YOU ALREADY KNOW SOMEBODY STOLE MY MONEY.... YOU HACE READ ALL THE PROOF .nonenwas willingly.. if you are willing to do something you would have to know everything about what is going on in order for it to be a truly willing.  That's like if someone impersonates a cop and pull them over and places them in the back of their car all in hopes to kidnap them... But if the person in the other car got out of their car and got into the police car or undercover car or whatever then they are willingly getting into that car even though it's not a real police officer.  So does that mean the police officer or person acting as a police officer should not be charged with kidnapping because the person willingly got into the back of that car?  This is the same thing. 
Regards,
[redacted]

[redacted]
I am responding to your submission regarding your auto and homeowners insurance premiums.
I regret the frustration and inconvenience you experienced as a result of this matter.  Thank you for speaking with...

[redacted], of our staff, who I understand was able to address your concerns, explain the reasons for the increase to your premiums, and made an adjustment resulting in a new auto premium of $593.22.  Should you have any additional questions, Mr. [redacted] remains available to assist you.
We value your membership and appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

January 22, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your automobile loan. We strive to provide quality service to our entire membership. While we regret any frustration or inconvenience you experienced, it is...

important to know that the USAA Federal Savings Bank acts in accordance with our core values of service, loyalty, honesty, and integrity and does not engage in deceptive practices. We appreciate you speaking with [redacted], of our staff, who thoroughly reviewed your situation. As a result, the rate of your loan was adjusted to 1.99% effective the November 11, 2015, loan date. Should you have any questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

October 6, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding the overdraft fees assessed on your USAA Federal Savings Bank checking account.   I understand that you communicated by email with [redacted]...

[redacted], of our staff, who reviewed your concerns.  She explained that the overdraft information was provided at the inception of the account in the Depository Agreement Disclosures (DAD), as well as online on usaa.com. One of the $29.00 Non Sufficient Funds fees was refunded as a courtesy; however, the other $29.00 fee will remain your responsibility.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

September 15, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding you deposit account with the USAA Federal Saving Bank (FSB).   Thank you for speaking with [redacted], of our staff, who addressed your...

concerns.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.   Per the USAA Depository Agreement and Disclosures (DAD) which was provided to you upon account inception and is available on usaa.com, under Setoff and Security Interest, “You agree that FSB may, without prior notice of 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.  In addition to its rights under the law (called “setoff”), you grant FSB a security interest in each account to secure such debt, as it may arise.”  The DAD also explains that, “FSB may use funds held in joint accounts to repay the debts on which any one of you is liable, whether jointly with another or individually.  FSB may charge any such debt against your account at any time, without regard to the origin of deposits to the account or beneficial ownership of the funds.”   If you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 19, 2018 Mrs. [redacted]Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank (FSB). [redacted], of our staff, was unsuccessful in reaching you to discuss your concerns. ...

Mr. [redacted] confirmed your correspondence was received on February 13, 2018; however, our Bankruptcy team does not place outbound calls. When you attempted to contact the Bankruptcy team on March 8, 2018, the phone line was closed due to a department meeting.  Hold times may vary when waiting to speak with a specialized department, and we regret any frustration or inconvenience you experienced as a result.   The auto loan was charged off in October 2017 under USAA’s bankruptcy guidelines; as such, the loan will be assigned to an external collection agency.  The agency will contact you directly to discuss repayment options.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

November 25, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding your credit card account.  I regret any frustration you experienced as a result of this matter.Thank you for taking the time to speak with [redacted],...

of our USAA Federal Savings Bank staff, about your concerns.  As you requested, we recalled the credit card account from the collection agency to cease collection attempts, you will receive an IRS Form 1099-C next year for the charged-off credit card balance, and your access to usaa.com will remain restricted until the balance is paid in full.  Should you have any additional questions, Mr. [redacted] remains available to assist you. 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.

December 27, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your structured settlement payment from your USAA Income Annuity. I regret any inconvenience you may have experienced.
Thank you for speaking with [redacted]...

[redacted], of our staff, regarding your account. I am pleased to learn that that the funds have been credited to your account. Should you have additional questions, Mr. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:. I had never absolutely signed up for or authorized any of the withdrawals from any of those numerous . Com sights. You even sent me an alert. To say this was suspicious activity but I didn't get the documents till June. I didn't know how to retrieve them...  u gave me a provisional credit of 423 Then send me a document that it was a permanent credit then now last week you took it back again.  This is absolutely the worst service and support from  anyone at any time.. I call and no one will provide me proof of anything. My life has been ruined for almost 3 months and I plan on taking this further..
Regards,
[redacted]

September 30, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding a deposit to your USAA Federal Savings Bank (FSB) checking account.   We responded to your complaint on September 23, 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]

[redacted]     
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[redacted]
[redacted]
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[redacted]
I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank (FSB).
A thorough review of your account was completed.  In March 2016,...

your credit card became past due, and we mailed you two notices to advise of the account status.  On April 1, 2016, the account was reported as 30 days past due, and on April 6, 2016, a payment posted to the account, bringing it current.  We have confirmed that the FSB is accurately reporting your account to the credit bureaus.  Please know that the FSB acts in accordance with all applicable banking regulations, and we respectfully disagree with your allegations of wrongdoing and decline your request to change the reporting. [redacted], of our staff, was unable to reach you by telephone to discuss your concerns.  If you have any further questions, she is available to assist you and can be reached at [redacted]
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.

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.
It seems that USAA Federal Savings Bank has dilegently resolved the issue mentioned in my complaint filed. I ask that the dispute...

between myself and USAA be closed, for I am satisfied with the outcome I desired. Thank you so much for your help and patience this past week. I appreciate it. 
Regards,
[redacted]

April 4, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your automobile loan with USAA Federal Savings Bank (FSB).  We regret any frustration this matter may have caused you.   Thank you for speaking with...

[redacted], of our FSB staff, who advised you that although you were approved for a loan modification, we received the required documentation after the offer expired.  Ms. [redacted] confirmed that your statements are being mailed to your address of record. It is the same address included on your submission.   Should you have any other questions or wish to restart the modification process, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 3, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your charged-off secured credit card with the USAA Federal Savings Bank (FSB). We strive to provide quality service to our entire membership, and we regret any frustration you...

might have experienced. Thank you for speaking with [redacted], of our staff, who confirmed that we are accurately reporting the account to the consumer reporting agencies. In addition, I understand we sent you a letter confirming that the account was paid in full, as you requested. The FSB acts in accordance with all applicable banking regulations as well as with our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your allegations of wrongdoing. If you have additional questions, Mr. [redacted] remains available to assist you. 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. Other bank products are issued and serviced by USAA Federal Savings Bank.

June 3, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding a deposit hold in your checking account with the USAA Federal Savings Bank (FSB).  I regret any frustration you experienced as a result of this...

matter.
 
Thank you for speaking with Megan Jeter, of our staff, who reviewed the FSB’s Remote Deposit Capture User Agreement (RDC), which is provided to all account holders at account opening and is available for your review on usaa.com.  According to the RDC, the FSB will hold funds for up to seven business days from the date of deposit. The RDC also states “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.”
 
The deposit via USAA Deposit@Mobile posted on May 9, 2016, and a hold was placed on a portion of the funds through May 13, 2016.  No overdraft fees or nonsufficient funds fees were assessed to the account during the time the funds were on hold.  Should you have any further questions, Ms. [redacted] remains available to assist you. 
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

August 25, 2015 [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the payment to your credit card account with the USAA Federal Savings Bank. Thank you for taking the time to speak with [redacted] of our...

staff.  Our research concluded that the check was misapplied to another credit card.  However, Ms. [redacted] was able to have the payment corrected, and the $4,567.72 credit card payment was applied to your account ending in [redacted] with an effective date of July 30, 2015.  I apologize for any inconvenience or frustration you experienced as a result of this matter.  If you have any 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] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

October 4, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your USAA Savings Bank credit card. Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau.  We will respond to the...

CFPB accordingly. Thank you for the opportunity to reply. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.