Robert W. Carpenter, Esq.

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.
 The nationstar rep that I first talked to simply didn't know anything about his job. He was the whole problem. Thanks.
Regards,
[redacted]

August 14, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding your auto loan payment. I am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire membership. We thoroughly...

reviewed your matter and determined that a payment of $460.08 was authorized by you to be withdrawn on July 20, 2015, as part of the automatic payment plan that was set up for your loan. Our records also indicate that you scheduled a payment of $438.17 for that same date which you later modified to $238.17. Both scheduled payments of $460.08 and $238.17 were returned unpaid. Thank you for speaking with [redacted], of our staff, about your situation. As Mr. [redacted] recommended, your automatic payments have been canceled, and two nonsufficient funds fees have been refunded to you as a courtesy. Should you have any further questions, Mr. [redacted] remains available to assist you. Thank you for allowing us to reply to you. Sincerely, [redacted]

May 12, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account. Our records confirm that on May 6, 2015, you also filed inquiries with the Consumer Financial Protection Bureau (CFPB) and the Office of the Comptroller of...

the Currency (OCC). We will respond to the CFPB and the OCC accordingly. Thank you for the opportunity to reply. Sincerely, [redacted]

September 29, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB). 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 21, 2017
Mr. [redacted]
Complaint ID #[redacted]
Dear Mr. [redacted]
I am responding to your submission regarding USAA credit card accounts.
Thank you for speaking with [redacted], of our staff, who confirmed that we have thoroughly reviewed this matter and that no new...

information has been presented that would warrant a change in our position. If you have additional questions, Ms. [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.

August 11, 2017          Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding a deposit hold in your USAA Federal Savings Bank (FSB) checking account.   FSB deposit accounts are...

governed by the Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available at usaa.com.  In addition, the Remote Deposit Capture User Agreement (Agreement) provides information regarding items deposited using remote deposit capture services such as USAA’s Deposit@Mobile.  Regarding funds availability, the Agreement maintains, “You agree that items transmitted using the Services are not subject to the funds availability requirements of Federal Reserve Board Regulation CC. 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.”   Thank you for speaking with [redacted], of our FSB staff, about your concerns.  As Ms. [redacted] advised, a hold notification is typically displayed both before and after a deposit is completed with Deposit@Mobile.  You explained that you did not receive the initial hold notification prior to completing the deposit, and Ms. [redacted] confirmed that updating the USAA mobile app to the most current version should rectify this issue.  There were no nonsufficient funds fees assessed to your checking account during the duration of the deposit hold.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  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: As previously stated I did not receive the information regarding the missed appointments either via the mail nor by phone as you claim. Additionally, also as previously stated, the 390.00 in medical bills which USAA has not honored were incurred just days after my accident when my no fault was in place. I am currently seeking legal representation to address both the 390.00 in medical expenses as well as USAA's decision to discontinue my no fault coverage. I am meeting with an attorney this week and hopefully he will assist me in resolving this matter. In the interim,I remain open to any resolution USAA may have that will satisfy all concerned.
Regards,
[redacted]

February 14, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your deposit account with the USAA Federal Savings Account.   I understand you spoke with [redacted], of our staff, who advised that the...

merchant provided documentation to validate the charges in question.  Should you wish to discuss the matter further, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

March 8, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your deposit account with the USAA Federal Savings Bank (FSB).
We thoroughly reviewed your concerns and confirmed that you remain liable for the outstanding...

balance associated with the charged off account; hence, a correction is not justified. The fraud claim submitted on February 28, 2017, for transactions assessed to the debit card ending in 9247 in September 2016, has been denied. According to the FSB’s Depository Agreement and Disclosures, which is provided to all account holders and is available on usaa.com, “Tell FSB AT ONCE if your statement shows transfers that you did not make, including those made by card, code, or other means. If you do not tell FSB within 60 days after the statement was mailed to you, you may not get back any money you lost……”
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 once again; however, we consider this matter closed.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Thanks to the usaa mortgage department I have transferred all of my banking, investment, and insurance business to someone else I can have trust in.  I can only hope that the Revdex.com and all who read this review will see the trustworthiness of usaa through this matter.  I will receive more than my $500 dollars in the next year by transferring my car insurance to another company.  With over 12 years of active membership with usaa I know see your true character. 
Regards,
[redacted]

November 3, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]:I am responding to your submission regarding your deposit for your USAA checking account.  We apologize for any frustration you may have experienced as we strive to provide quality service...

to our entire membership.  Our records reflect that [redacted], of our staff, informed you that the deposit was credited to your account on October 28, 2015, and that we identified an opportunity related to the handling of the matter.   Thank you for allowing us to reply to you.  Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I have been playing telephone tag with a USAA representative.  Anyway, he is right that none of my checks were returned.  However, my automatic debits are the ones that were not honored.  Some of them were to the IRS, FTB, Chase Mtg., Hennepin County Property Taxes, Golden Rain Foundation, T-Mobil, Excel Energy, Cities Bank.  I'm  sure there were more as the notices are still coming in.I hope this helps clarify the situation.Thank you.[redacted]

Complaint: [redacted]
I am rejecting this response because: I feel as though this issue isn't being resolved via the other route and since the Revdex.com is more or less a more public venue, the company is trying to push the issue towards the other route it seems. Until it is resolved through the Consumer Finance Protection Bureau or otherwise, I don't see this complaint being considered resolved or closed. This issue to me isn't resolved and is very much still an issue that needs further investigating.
Regards,
[redacted]

October 25, 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). Thank you for speaking with [redacted], of our staff, who thoroughly reviewed your...

account.  During your conversation with Ms. [redacted], she reiterated that our investigation determined you are liable for the account activity and the negative account balance.  FSB deposit accounts are governed by the Depository Agreement and Disclosures (DAD), which is provided to all account holders.  According to the DAD, “You are responsible for maintaining the confidentiality of your account authentication credentials (username, password, tokens, or other) and for restricting access to your devices capable of accessing your accounts.  If you provide authentication credentials to another person, any account or transaction activity by that person, or others who may receive your credentials due to your sharing, may be deemed authorized activity and you may be held responsible for that activity.” Furthermore, the DAD states that if you permit another person to use your personal identification number (PIN) or account number, you are responsible for all transactions conducted by that person.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, 
[redacted]

June 22, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your deposit account.
 
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]

November 17, 2015Mr. Brian [redacted] Complaint ID #: [redacted]Dear Mr. [redacted]: I am responding to your submission regarding your Deposit@Mobile® deposit on October 23, 2015.  We strive to provide quality service to our entire membership.  While we regret any frustration or...

inconvenience this matter caused you, it is important to know that USAA Federal Savings Bank acts in accordance of our core values of service, loyalty, honesty, and integrity, and we reject you allegations of impropriety.   Thank you for briefly speaking with [redacted], of our staff, who thoroughly reviewed your situation.  As a result, a $120.00 credit posted to your checking account ending in 6543 on November 4, 2015.  Should you have any questions, Mr. [redacted] remains available to assist you.  We appreciate you allowing us to reply to you.  Sincerely,[redacted]

September 19, 2017
Mrs. [redacted] Complaint ID #[redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding the official check issued from your checking account with [redacted] Federal Savings Bank. We regret any frustration this matter may have caused you.
[redacted]...

[redacted], of our staff, was unsuccessful in her attempts to contact you. Nonetheless, she thoroughly reviewed your account and confirmed that the mobile application provided a disclaimer notification prior to your submission. The notification states, “After submission, your check cannot be changed or canceled for 90 days.” As such, we are unable to place a stop payment on the official check until the 90-day waiting period has expired.
Should you have additional questions, Ms. [redacted] remains available to assist you, and she
can be reached at ([redacted]-[redacted]) or ([redacted]-[redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 23, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your recent experience with the USAA Federal Savings Bank (FSB).   Thank you for speaking with [redacted], of our staff, who discussed your...

concerns.  As he explained, the service fee schedule was provided to you on several occasions during your phone conversations with the FSB; however, Mr. [redacted] offered to refund half of the fee to you as a courtesy.  Our records indicate that the fee was refunded to your deposit account on November 21, 2016.  Should you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

November 3, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding the returned deposit you made through USAA Deposit@Mobile.  I regret any frustration this has caused.   [redacted], of our staff, was...

unsuccessful in her attempts to contact you.  Nonetheless, she confirmed with MoneyGram that the item cleared on September 13, 2016; however, the check was also cashed at an external financial institution.  When the check returned from USAA the account was left overdrawn and a $25.00 fee was assessed.  At this time there is no further action to be taken by USAA.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

July 20, 2016
 
Ms. [redacted]
Complaint ID #:...

[redacted]
                                        ...⇄ Mrs. [redacted]:
 
I am responding to your submission regarding unauthorized transactions from your joint USAA Secure Checking account with the USAA Federal Savings Bank (FSB).  We regret any inconvenience and frustration this situation may have caused you, and your feedback was shared with the appropriate areas.
 
Our records show that on May 31, 2016, after you reported three pending debit card transactions as unauthorized, the compromised debit card was canceled, and a new debit card was mailed to you.  Please note that if a merchant receives an authorization for a debit card charge, the FSB does not have the ability to prevent the transaction from posting and that only two of the three pending transactions posted to the account on June 1, 2016.  Subsequently, credits were issued to the checking account on June 2, 2016, for the unauthorized transactions, and we notified you in writing.
 
Thank you for speaking with [redacted], of our FSB staff, about this matter on June 6, 2016.  Ms. [redacted] apologized for the service experience; explained the above information to you; and confirmed that two internal fees associated with the unauthorized activity were credited to your checking account.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  Should you have additional questions, Ms. [redacted] remains available to assist you.
 
We appreciate the opportunity to review this matter and reply.
 
Sincerely,
 
[redacted]