Robert W. Carpenter, Esq.

Complaint: [redacted]
I am rejecting this response because:The account was supposed to be closed when it was paid in full. I called the phone numbers provided, and after several attempts, finally got through to a service rep. Once again, they refused to provide any identifying information other than a first name ([redacted]). Once again, they refused to close the account unless I "confirmed their information" regarding the names of my children, a former employer, and/or a former residence. None of this information was provided to open the account in the first place.
I provided my name, DOB, SSN, address, and phone number and branches of service - but refused to confirm any other information (this fishing is the reason I closed this account)They have still not closed this account.
Regards,
[redacted]

July 16, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). Our employees are expected to be professional and courteous at all times, and I regret...

if this was not your experience. According to the FSB's Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, "if FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may 'freeze' (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities." As such, an investigation was initiated, and your deposit accounts were placed in a credits-only status. Please know that the DAD also notes that the FSB may, without prior notice, apply or set off the funds in an account at any time to pay any debt, whether direct or indirect, with the FSB. Thank you for speaking with [redacted], of our staff, who reviewed your account activity with you and explained that as a result of our investigation, we have determined that you are responsible for the negative account balance. Should you have any further questions about this matter, Ms. [redacted] remains available and can be reached at [redacted] We appreciate you allowing us to reply to you; however, we respectfully decline your request for reimbursement. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: This still does not account for the fact that:1 - My daily deposit limit is $10,000 however I apparently can not truly deposit that much. If there is a limit that can be deposited and be available, it needs to be clearly indicated prior to depositing the check, bearing that, if you do deposit and there is a hold, the deposit notification you get upon deposit should note if there will be a hold on the funds. 2 - The turn around time for the hold was 5+ days, however I know from banking employment history that USAA is perfectly capable of verifying funds at a much quicker pace for checks that are deposited, at the most 72 hours. 5 days is an extremely ridiculous amount of time to verify a check. 3 - There is no way for the bank to be able to tell me if my checks will be held, it is completely automated and does not account for various situations that most families face with money and budgeting. 4 - USAA does not offer an alternative solution to depositing money, for example cashing the check and depositing money. That is not the consumers problem, it is the bank, there was previously a system to deposit cash with UPS, but that no longer is an option. I am completely unimpressed by USAA's flippant response to something that can affect it's members so deeply. 
Regards,
[redacted]

October 19, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your second submission regarding your deposit accounts with the USAA Federal Savings Bank.   Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB). We responded to the CFPB on October 14, 2016.    Thank you for the opportunity to reply.   Sincerely,   [redacted]

September 6, 2017
Mr. [redacted] Complaint ID #: 12341706
Dear Mr[redacted]:
I am responding to your submission regarding your consumer loan, and I regret the frustration you experienced as we strive to provide quality service to our entire membership. Your feedback is appreciated as...

we are continually seeking ways to improve the way we do business
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns. If you wish to discuss this matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 30, 2016 Senior Master Sergeant [redacted], USAF (Ret.)Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your deposit and credit card accounts.  I apologize for the frustration and inconvenience this matter has caused...

you. Be assured that your experience was shared with our management team to ensure the situation is not repeated. I understand [redacted], of our staff, reviewed your credit card account, on December 28, 2016, and refunded the finance charges assessed on the cash advances in November and December 2016.  In addition, to prohibit any further interest on the cash advances, Mr. [redacted] submitted an order to reverse the cash advances totaling $3,600.00 from your checking account to your credit card account.  Please ensure the checking account maintains a sufficient balance for this action to occur.  If you have further questions, Mr. [redacted] remains available to assist you. Sergeant [redacted], while we understand the reason you chose to close your accounts, we hope you’ll allow us the opportunity to regain your trust in the future.  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.

January 5, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB), and we regret any frustration you experienced. 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 Remote Deposit Capture (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.”In addition, during the Deposit@Mobile process, a message is displayed prior to the completion of the deposit to advise account holders of the length and amount of any deposit hold.  Since the message displays before the account holder submits a check for deposit, the account holder can decide to cancel the deposit transaction and deposit the check by an alternative method and/or make budgeting decisions before completing the deposit.  [redacted], of our FSB staff, was unable to reach you to discuss this matter.  A review of your account determined that the hold was placed in accordance with the DAD and the RDC User Agreement and the funds were made available on the appropriate date.  If you have additional questions, Ms. Rodriguez remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

August 14, 2015 [redacted]
[redacted]
Dear Ms. [redacted]: I am responding to your submission about the handling of your charged-off credit card account with the USAA Federal Savings Bank. Thank you for speaking with [redacted], of our staff, who explained the charge...

off process and confirmed that the handling of your account was appropriate based on the information we were provided. Hence, we respectfully decline your request to remove your name from the account. Should you have any further questions, Ms. [redacted] remains available to assist you, and she can be reached at [redacted] Ms. [redacted], thank you for the opportunity 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 did notify you at the time I was made aware of the account that I DID NOT authorize my name as a secondary account holder. I was informed by the representative that I spoke with that I had given a signature card for the account and that the account was legitimate. When I explained that I did not sign a card or any other papers for this account to be opened with my name on it, I was told that I would have to go to civil court to have my name removed from the account. When I requested a copy of the signature card the representative refused to produce a copy for me to show that I had not signed the card. Further proof that I did not open this account is that it was open for nearly a year according to your records before I even had access to the account online. I made multiple attempts to get this resolved prior to the account going into a negative balance and have filed a police report with my county sheriff's office. The account was opened by a former spouse without my permission and when our marriage was annulled on July 1, 2010, I was still denied removal of my name from the account. I have always made my payments to the bank for insurance and it wasn't until I was refused renewal of my insurance that I was made aware that the account was still in my name and overdrawn. The account was never used by myself, verification of card use and check deposits are evidence of this. I have filed this report due to the endless hassle that has become of this situation and an inability to get it resolved.
Regards,
[redacted]

June 14, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your loan service experience.
We responded to your complaint on June 6, 2017. 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]

June 20, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your rent payment. We regret that we did not meet your expectations, and I hope you find the following information helpful.   According to the...

Depository Agreement and Disclosures, which is provided at account opening, “From time to time, originators that you authorize may send automated clearing house (ACH) credits or debits for your account. For each ACH transaction, you agree that the transaction is subject to the National Automated Clearing House Association (NACHA) Operating Rules and any local ACH operating rules then in effect. You agree that FSB may rely on the representations and warranties contained in these operating rules and either credit or debit your account, as instructed by the originator of the ACH transaction.”  The payment you scheduled was processed via ACH according to the instructions you provided.  [redacted], of our staff, was unable to reach you to discuss your concerns.  Nonetheless, Ms. [redacted] reviewed your account and confirmed that there was not a bank error.  We respectfully decline your request for a refund of additional fees.    We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:
Because the information given is false! You can't recall a wire, I spoke too the originating bank. There was no reason for USAA to close my account any, Usaa Is a racist company! And they feel like they can do anything to people, well the buck stop here, it's almost a month later, still have no resolution, I have lost everything, and Usaa still has my FUNDS! ALL I ASK IS MY FUNDS BE GIVEN TOO ME ASAP! IM TIRED OF THE LIES AND THE DISRESPECT. MS. [redacted] IS A LIAR AS WELL, THIS COMPANY SEEMS TOO BE BUILT UPON LIES! AND I STILL GONT KNOW WHY MY ACCOUNT WAS BLOCKED IN THE FIRST  PLACE, NO REASON WHAT SO EVER. 
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]

November 14, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB).  We regret any frustration or inconvenience you may have experienced. [redacted], of...

our staff, was unsuccessful in reaching you to discuss your concerns.  Nonetheless, Ms. [redacted] thoroughly reviewed your account and confirmed that you were given accurate information regarding the removal of pending authorizations.  Pending authorizations are typically active for up to 96 hours prior to expiration, but may exceed this timeframe in some instances.  Ms. [redacted] determined that PayPal HSN used the same approval codes to process both the posted transactions tot[redacted]ng $57.44 and the partial reversals tot[redacted]ng $12.23, resulting in duplicate charges. The pending authorizations expired during overnight processing on November 6, 2017.  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: I will not release this case until "all"  obligations recorded have been completed by USAA, and Ms. [redacted] call and a check has cleared at my bank and cash in hand, this case is not closed. I have recorded calls of other person from this business of their lies proof in my recorded messages, so I am cautious of any one at this company and  prefer not to close this case as I said until completed 100%.In kind regards,
[redacted]

April 11, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the tiered cash rewards program on your [redacted] credit card account. We regret any frustration you may have experienced as a result of this matter.
Thank...

you for speaking with [redacted], of our staff, who explained how tiered rewards are calculated. As Mr. [redacted] advised, we are unable to remove the credit card from your credit report as USAA is required to report accurate information to the credit reporting agencies. 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.

July 14, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account. Please accept our condolences on the loss of your father, and I regret any frustration you experienced. 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] 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: no one from USAA listened to the recorded messages they claim to have in which I was told on two separate occasions for two separate applications I would be approved by the USAA agent I was speaking with. The letter I received said I was denied because of no significant savings, savings for who? I don’t understand what that means nor do I understand why I was told I would be approved payment was not made because the agent I talked to told me to submit another application for the medium assistance time frame and I would be approved 
Regards,
[redacted]

June 9, 2016
 
Ms. [redacted]
Complaint ID #: [redacted]
 
Dear Ms. [redacted]:
 
I am responding to your submission regarding your checking account with USAA.  I regret any frustration and inconvenience this situation has caused you.
 
As a way to protect against fraud...

and loss to the member’s account, and USAA as a whole, a pass code is sent to ensure that a request to increase the daily ATM withdrawal limit was made by the member. Your mobile number on record is enabled for the appropriate alerts.  Additionally, our logs show an alert went out with each request. However, if the issue continues, we ask that you contact your mobile carrier.
 
Thank you for speaking with Sonia Moya, of our staff, who confirmed our Website Customer Support staff does not have access to increase ATM limits for credit or debit cards.  Sandra Moreno, of our staff was unsuccessful in her attempts to reach you by telephone to discuss the option of a permanent ATM limit increase.  If you are still interested in this option, please contact Sandra Moreno at [redacted] or [redacted], Extension [redacted].
 
We remain committed to our mission of serving our members, and I hope you will give us the opportunity to restore your faith and confidence in USAA.  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.  If it was not for the Revdex.com, this issue would not have been resolved favorably.  Thank you, Revdex.com! 
Regards,
[redacted]