Robert W. Carpenter, Esq.

September 28, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the deposit hold you experienced. We regret the frustration that you and your family experienced, and we appreciate the opportunity to review your concerns and reply to...

you. The USAA Federal Savings Bank (FSB) handles deposits in accordance with applicable federal regulations and with the Depository Agreement and Disclosures (DAD), which is provided to account holders when an account is established and is available for review any time on usaa.com. The DAD states that the FSB can place a hold on funds deposited via remote deposit capture services, such as Deposit@Mobile®, for up to seven business days from the date of deposit. In some instances, the FSB may make funds available sooner based on various factors the FSB, in its sole discretion, deems relevant. The FSB provides multiple options to deposit funds into your USAA checking account such as Easy Deposit at The UPS Store®, direct deposit, wire transfer, or mail. It is important to note that the FSB acts in accordance with banking regulations and with our core values of service, loyalty, honest, and integrity. We reject your allegations of violating federal law and respectfully decline your request for compensation. Thank you for speaking with [redacted], of our staff, on September 17, 2015. I understand that after reviewing your recent account history, Ms. [redacted] released the hold as a courtesy. Please note that future deposits are subject to holds, except direct deposits and wire transfers. Should you have any further questions, Ms. [redacted] remains available to assist you. Sincerely, [redacted]

October 9, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding a deposit hold. Our employees are expected to be helpful and responsive to our members’ concerns, and I regret that this was not your experience. Coaching was provided for...

those involved based on your feedback. I understand your funds were made available on September 24, 2015, and that an overdraft fee was credited to your account as a courtesy. We thoroughly reviewed your account and determined that the hold was placed appropriately. The USAA Federal Savings Bank (FSB) handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to account holders when an account is established and is available for review any time on usaa.com. The DAD states that the FSB can place a hold on funds deposited via remote deposit capture services, such as Deposit@Mobile®, for up to seven business days from the date of deposit. In some instances, the FSB may make funds available sooner based on various factors the FSB, in its sole discretion, deems relevant. We were unable to reach you by telephone to discuss your concerns. If you have any further questions, [redacted], of our staff, is available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

August 5, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the deposit hold you experienced. The USAA Federal Savings Bank (FSB) handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to...

account holders when an account is established and is available for review any time on usaa.com. The DAD states that the FSB can place a hold on funds deposited via remote deposit capture services, such as Deposit@Mobile®, for up to seven business days from the date of deposit. In some instances, the FSB may make funds available sooner based on various factors the FSB, in its sole discretion, deems relevant. Please note that holds do not apply to direct deposits and wire transfers. Thank you for speaking with [redacted], of our staff, who released the hold after analyzing your overall account history. Ms. [redacted] thoroughly reviewed your situation and confirmed that you were advised that a hold may apply prior to your deposit. We regret that you were unable to speak with a supervisor immediately; however, a manager callback was offered appropriately. Should you have any further questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted]

March 22, 2017
Second Lieutenant [redacted], USA (Ret.)
Complaint ID #: [redacted]
Dear Lieutenant [redacted]:
I am responding to your submission regarding your loan.
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]

May 4, 2017
Master Sergeant [redacted], USAR
Complaint ID #: [redacted]
Dear Master Sergeant [redacted]:
I am responding to your submission regarding your deposit account.
[redacted] of our staff, completed a thorough review of your account, however; she was unable to contact you by...

phone to address your concerns. If you wish to discuss this matter, Ms. [redacted] remains available to assist you at [redacted]-[redacted] or ([redacted]-[redacted], Extension [redacted].
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.
Thank you very much for your assistance in this complaint. Regards,
[redacted]

November 17, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding your deposit account with the USAA Federal Savings (FSB).  I regret that we did not meet your service expectations and apologize for any conflicting information...

regarding how soon an account can be closed after a deposit is received.I understand that [redacted], of our staff, was unsuccessful in her attempts to contact you to discuss your account.  You requested the account to be closed on October 22, 2015, but we were unable to process your request until the deposit that posted that day cleared.  The account did not incur any fees after your request to close the account.  Our records confirm that your checking account was closed on November 2, 2015.     Thank you for allowing us to reply to you.  If you have any questions, Ms. [redacted] remains available to assist you and can be reached at [redacted]Sincerely,[redacted]

August 11, 2017
Ms. [redacted] B. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your mortgage loan service experience, and I regret the frustration this situation caused you.
Thank you for speaking with [redacted], of our staff,...

about your concerns. As discussed, he determined that the loan processes were handled appropriately. When applying for a loan, permission is requested to pull your credit history. Our records show that loan applications were initiated via online and over the phone on multiple occasions which resulted in several credit pulls.
Please know the USAA Federal Savings Bank follows all banking regulations and acts in accordance with our core values of service, loyalty, honesty, and integrity, and your allegations of wrongdoing are unfounded.
We appreciate you allowing us to reply to you. If you have additional questions, Mr. [redacted] remains available to assist you.
Sincerely,
[redacted]

January 24, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding the restriction placed on your USAA Federal Savings Bank (FSB) debit card.   Our records show that your debit card was restricted on July 27, 2016,...

after potential fraudulent activity was noted.  That same day you contacted servicing to advise the FSB that you would be traveling and you validated the previous activity as authorized.  At that time the debit card restriction should have been lifted; however, a coaching opportunity was identified because the restriction remained.  [redacted], of our staff, was unsuccessful in her attempts to reach you to discuss this matter; however, if you have any additional questions she remains available to assist you.   We appreciate the opportunity to respond to you.    Sincerely,   [redacted]

July 17, 2015 [redacted]
[redacted] I am responding to your submission about your mortgage loan preapproval. Thank you for speaking with [redacted], of our staff, about your concerns. Following your conversation, Ms. [redacted] confirmed that VA...

entitlement can vary by county. Our employees are expected to provide accurate information when responding to our members. Please know we regret the frustration that you and your family experienced. Should you have any further questions, Ms. [redacted] remains available, and she can be reached at [redacted] Captain [redacted], thank you for your service to our country and for the opportunity to reply to you. Sincerely, [redacted]

December 22, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the deposit hold and your insurance payment. We regret any frustration this matter has caused you as we strive to provide quality service. As you may know, the deposit...

amount you mentioned has been released and is available for you to complete your insurance payment. It is important to note that the USAA Federal Savings Bank (FSB) acts and handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available for your review on usaa.com. The DAD states that the FSB can place a hold on funds deposited via remote deposit capture services, such as Deposit@Mobile®, 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. Our records indicate that Ms. [redacted], of our staff, attempted to reach you to discuss this matter, and she remains available to assist with any further questions about the deposit hold. Please note that future deposits may be subject to holds; however, deposit options that are not subject to holds are direct deposits and wire transactions. Your feedback is important to us as we look for ways to improve how we do business. Thank you for allowing us to reply to you. Sincerely, [redacted]

March 15, 2016
[redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding your loan payments.  Our employees are expected to handle matters in a timely manner, and I am sorry for the frustration and inconvenience you experienced. ...


Thank you for speaking with [redacted], of our staff, who verified that your February payments have been applied to each loan, that we waived a late fee, and that no adverse reporting was made to the consumer reporting agencies for the February loan payments. We respectfully decline your request for compensation.  If you have additional questions, Mr. [redacted] remains available to assist you. 
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

September 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 and I regret any frustration this matter may have caused you.   I understand that [redacted]...

[redacted], of our staff, was unsuccessful in her attempts to contact you to discuss the findings of her research.  However, Ms. [redacted] review confirms that our position regarding your deposit account remains unchanged, and you remain liable for the balance on your account.  If you have additional questions or wish to discuss this matter further, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

September 29, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your concern regarding a hold that was placed on your credit card payment.  Our records indicate that we responded to a similar inquiry that you submitted to the Better Business...

Bureau.  Our records indicate that the payment hold reflected on your available balance was released on August 22, 2015.   Thank you for speaking with [redacted], of our staff, who explained that the payment made on August 20, 2015, was applied to your balance due on August 20, 2015.  The USAA Credit Card Agreement states that the USAA Federal Savings Bank (FSB) reserves the right to withhold credit availability on any payment.  As Ms. [redacted] clarified, when a payment is processed, the balance due is reduced at the time of payment; however, if the payment is held, the available credit for the amount of the payment may not be available for immediate use.  When the payment is withheld from the available balance for immediate use, interest does not accrue nor is it collected by the FSB.  We appreciate your feedback and have shared it with the appropriate parties.           Thank you for allowing us to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:so it's possible to physically swipe my card from 300+ miles away?  And when someone calls and says "I did not do this! Don't let any more charges go through" really wanted charges to go through?  it seems like anyone with half a brain could answer "no" to both of those.  You failed any kind of due diligence, you failed to protect your customer, you failed to honor a veteran, and you failed to live up to the standards you swear you have.  You say that I can talk to this person, yet I called 4 times and no one would give me a number. I was hung up on. I was transferred to every corner of every department, but always told that I couldn't have a number.  So yet again, you're lying. you deserve to be sued. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I would like an objective source to look at my argument and explain to USAA that they are wrong.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Your " reasoning" is nothing more than a lame excuse. This is a ploy or tactic used to relieve you from paying out the $300 and it is disgusting to me that you take advantage of semantics for your benefit. I have explained that my pay scedule will not allow me to break the allotment into a one time monthly payment of $250, so I had to either subit $125, twice pr month or $250 twice a month. regardless, you recevied the minimum $250.00 each month as required. I dont doubt that you meet financial regulations, but this is just another example of taking advantage of the military. 
Regards, 
[redacted]

December 24, 2015 [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your mortgage loan with the USAA Federal Savings Bank. We regret that we did not meet your service expectations and for the frustration you experienced during the...

processing of your mortgage loan. Thank you for speaking with [redacted], of our staff, who confirmed that you were able to close on the mortgage loan on December 15, 2015. If you have any additional questions, Ms. [redacted] remains available to assist you. I appreciate you allowing us to reply to you. Sincerely, [redacted]

June 4, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). As you are aware, [redacted], of our staff, completed a thorough review of your account and...

confirmed that the FSB’s handling was appropriate. We have determined that you are responsible for the remaining negative balance. Should you have any further questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted] This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose.

April 12, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding the payment of medical bills related to your September 2015 automobile accident. As of April 12, 2016, we have not received a letter of representation from an attorney. While we recognize that you disagree with the resolution and the information provided in our April 4, 2016, response, no new information has been presented to warrant a change in our position. I understand [redacted], of our staff, explained in a telephone conversation on April 8, 2016, that additional information is needed in order to properly evaluate the September 14, 2015, bill for payment. Ms. [redacted] remains available for any questions about the information needed for the medical bill. We appreciate the opportunity to review your concerns again, and we consider the matter surrounding the final date for personal injury protection benefits to be closed. Sincerely,
[redacted]