Robert W. Carpenter, Esq.

December 30, 2015
      Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your submission regarding your checking account with the USAA Federal Savings Bank. 
Due to personal information discrepancies after a...

profile was created and a checking account was opened in your name, we restricted access to the account and initiated an investigation.  We concluded that the account was unauthorized based on the information available at the time. After further review, we confirmed that the account was authorized, and we mailed you a check for the $25.00 balance as you requested.  We regret any inconvenience you experienced.  Andrea Moreno, of our staff, was unsuccessful in her attempts to reach you to discuss this matter.  If you have any questions, she is available to assist you at (210) 531-USAA (8722) or (800) 531-8722, Extension [redacted].
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

May 12, 2017
Technical Sergeant [redacted] (USAF)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding the official check ordered from 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.
Unfortunately, an exception to the waiting period for a stop payment on an official check can only be made if USAA has possession of the check. If you have any further questions, [redacted], of our staff, remains available to assist you at ([redacted]) [redacted]-USAA ([redacted]), Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

April 21, 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. I regret any inconvenience you may have experienced.
Thank you for speaking with [redacted], of our...

staff, who thoroughly reviewed your account and confirmed the $25.00 overdraft fee was accurately assessed. As Ms. [redacted] explained, a PayPal transaction posted to the account yielding an overdrawn balance; hence, a refund is not warranted. On April 7, 2017, the account was closed as you requested. However, on April 19, 2017, the account was temporarily reopened due to a credit posting to the account. Accordingly, we sent a notice to your address on record advising you of our actions and providing you with instructions to claim your funds. If you have additional questions, Ms. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

July 5, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank.  I regret any frustration this matter may have caused.   I understand you spoke with...

[redacted], of our staff, who acknowledged she would research your concerns.  Unfortunately, Ms. [redacted] was unsuccessful in her attempts to contact you to discuss her findings.  Should you wish to discuss the account further, Ms. [redacted] remains available to assist you at ([redacted]) [redacted]-USAA ([redacted]) or (800) [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

June 24, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your second submission regarding the security of your personal information.
 
As we noted, we responded to the Office of the Comptroller of the Currency on June 14, 2016, regarding your inquiry.  Please refer to that response. 
 
We appreciate the opportunity to review your concerns again.
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because: after several months of trying to resolve this issue I had to contact the Revdex.com to reach  A decision.  my concern still remain, that this may be a practice of USAA. Usually  the service members do not have this  type of time and energy to resolve the matter. Please monitor this practice.
Regards,
[redacted]

July 2, 2015 [redacted] Dear Mr. [redacted]:  I am responding to your submission regarding the USAA credit card account opened in your name.   We regret that no new information has been presented with your submission that would warrant a change...

in our position regarding the ownership and accountability of the credit card account.  [redacted], of our staff, was unsuccessful in her attempts to reach you.   Mr. [redacted], we do remain open to reviewing this matter with you further, and in order to do so, we are requesting that you provide specific documentation.  At your convenience, please contact Ms. [redacted] at [redacted]   Thank you for allowing us to reply to you, and we look forward to speaking with you.   Sincerely, [redacted]

December 18, 2015Mrs. Natalia [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]: I am responding to your second submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB).  Thank you for speaking with [redacted] of our staff, and for confirming that you received the funds from your accounts.  Your feedback regarding the responsiveness of an FSB staff member has been shared appropriately.  We appreciate you allowing us to reply to you.  Sincerely,[redacted]

October 20, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your concerns about your USAA accounts.  I regret any frustration this caused.   I understand you spoke with [redacted], of our staff, on August...

16, 2016, who confirmed that your USAA Federal Savings Bank savings account was closed.  She explained that to increase your debit card limit you could call to increase it for 24 hours, or you could submit the request in writing for a permanent increase.  On this day, Ms. [redacted], also reviewed your USAA Savings Bank credit card rewards with you, and verified that the email promotion did not offer 10% back on each dollar spent, and USAA would not provide 10% on the $11,000.00 spent.  I understand this is not the outcome you were seeking; however, I hope you understand our position.   [redacted], also of our staff, reached out to you concerning your USAA IRA account.  She sent an email requesting more information about the allegation that you were lied to.  Since no additional information was provided by you, Ms. [redacted] sent instructions on how to roll over your IRA, should you choose to do so.    Thank you for communicating with [redacted], who contacted you by email and detailed the transaction history regarding the gender change on your automobile insurance policy, and that you accepted this explanation.    We appreciate the opportunity to reply to you, and if you have any additional questions our representatives remain available to assist 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

March 28, 2016
[redacted]
Complaint ID #: [redacted] and [redacted]
Dear [redacted]:
I am responding to your submission regarding your loan with the USAA Federal Savings Bank (FSB).  I regret any frustration you may have experienced and the...

delay in our response.
Our records indicate that the automatic payments for your personal loan were attempted successfully; however, they were returned due to insufficient funds.  Between July 1 and November 12, 2015, we received four payments toward your loan which were scheduled manually.  Since we are unable to identify an FSB error, we must respectfully decline your request to return the loan to a current status.  The FSB acts in accordance with banking regulations and our core values of service, loyalty, honesty, and integrity; therefore, we reject any allegations of wrongdoing.  I understand that [redacted], of our staff, spoke with you and explained that your loan is being reported accurately.  Should you have any questions, Mr. [redacted] remains available to assist you. 
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

October 25, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your credit card account.
Our records confirm that you filed inquiries with the Consumer Financial Protection Bureau (CFPB) and the Office of the Comptroller of the...

Currency (OCC). We responded to the CFPB and the OCC on October 24, 2016.
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.

May 27, 2016
 
Mrs. [redacted]
Complaint ID #: [redacted]
 
Dear Mrs. [redacted]:
 
I am responding to your submission about the funds transfer in your deposit account with the USAA Federal Savings Bank.
 
Thank you for bringing this matter to our attention.  On May 24,...

2016, we reversed the funds transfer and reimbursed your account for fees which resulted from the transfer activity.  We regret any inconvenience you may have experienced, and your feedback was shared with the appropriate areas. [redacted], of our staff, was unable to reach you by telephone.  Should you have any further questions, Ms. Hoover can be reached at [redacted] or [redacted].
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

June 19, 2015 [redacted]
[redacted]
Dear [redacted]: I am responding to your submission regarding your USAA Secure Checking account. We regret any frustration or inconvenience this situation may have caused. [redacted], of our...

staff, was unsuccessful in reaching you by telephone; however, she sent you an email addressing your concerns. Ms. [redacted] also confirmed the stop payment fee has been credited to you. Thank you for the opportunity to reply. Sincerely, [redacted]

June 12, 2015 Mr. [redacted]Complaint ID #: [redacted] & [redacted] Dear Mr. [redacted]: I am responding to your submissions regarding your checking account with the USAA Federal Savings Bank. I understand that [redacted], of our staff, reviewed your account and found that the...

handling was appropriate.  Therefore, you remain responsible for the negative balance.  We appreciate your attempt to settle the balance, and you can do so with a mailed deposit, wire transfer, direct deposit, external funds transfer, or a cash advance from a card with a MasterCard® logo.  Should you have any further concerns, Ms. [redacted] remains available to assist you.      Thank you for allowing us the opportunity to respond.   Sincerely, [redacted] This is an attempt to collect a consumer debt.  Any information obtained may be used for that purpose.

January 14, 2016 Staff Sergeant [redacted] Complaint ID #: [redacted] Dear Staff [redacted]: I am responding to your submission regarding a deposit to your checking account with the USAA Federal Savings Bank (FSB). [redacted], of our staff, was unsuccessful in his attempts to...

reach you to discuss your concerns with the deposit hold. A thorough review of your account was completed and it was determined that the hold was applied appropriately. The FSB handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to account holders when they establish a deposit account and is available for review on usaa.com. According to the DAD, the FSB can place a hold on funds deposited via Remote Deposit Capture, such as Deposit@Mobile, 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 the FSB, and such other factors as USAA, in its sole discretion, deems relevant. [redacted], we appreciate the opportunity to reply to you. Should you have any questions, Mr. [redacted] remains available, and he can be reached at [redacted], Extension [redacted] Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: USAA did not adequately provide proof that my niece was a victim of a scam. There are still some questions that remain that USAA did not answer. I need USAA to verify that the person who called USAA in regards to the transfers was actually my niece and provide the steps that were taken to adequately identify the account holder. Providing information that her cell phone number was used is not proof enough especially when USAA was notified that her cell phone was stolen. What identity prompts were used in addition to the registered telephone number? Additionally, USAA did not provide evidence showing who signed for, and who was the payee on the money orders in question? I find it quite strange that USAA provides a copy of all checks on the account when providing paper statements, but refuses to provide a copy of the money orders in question. If the money order shows a signature from one of the joint account holders then it is indeed fraud. One account holder lives in Arlington, VA and the other account holder lives in Fort Worth, TX. The fraudulent checks were being deposited in San Antonio, TX where USAA is headquartered. Furthermore, I would like for USAA to provide proof that contradicts my niece's report that her cell phone was stolen along with her debit card. Just because her debit card and pin was used does not mean that she willingly gave that information away especially when USAA's mobile app allows you to store that type of information. The information that USAA has provided is based on assumptions and suspicions, not facts. 
Regards,
[redacted]

September 15, 2015 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your October 1, 2014, rental property claim. We strive to provide quality service and fair claims handling to our entire membership, and we analyze each...

loss on its own merits and for making decisions in accordance with the terms, conditions, and limitations of the policy.  A thorough review of your claim was completed, and we confirmed that the areas of damage covered were the carpeting, painting, garage door, and kitchen cabinet.  Only the carpeting exceeded the deductible and payment was made in addition to paying for three months of fair rental value.  The other damages were determined to be due to wear and tear and not covered under the policy. Should you have any additional questions, please contact [redacted], of our staff, at [redacted] Thank you for allowing us to reply to you.   Sincerely, [redacted]

January 3, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding three overdraft fees that charged to your USAA Federal Savings Bank checking account.    [redacted], of our staff, was unsuccessful in her...

attempts to contact you; nonetheless, our records show that, as a courtesy, two of the three overdraft fees were refunded on December 14, 2016.  Ms. [redacted] declined any additional fee refunds as no bank error occurred.  If you have any other questions, Ms. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

April 24, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your deposit account.
Thank you for speaking with Linda [redacted], of our staff, who accommodated your request. If you have additional questions, Ms. [redacted] remains...

available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

April 25, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your USAA Federal Savings Bank (FSB) deposit account.   Thank you for speaking with [redacted], of our FSB staff, who completed a thorough review of...

your account and confirmed that our position regarding your fraud claim remains unchanged, and you remain liable for the overdrawn balance on your account.  If you have any additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,  
[redacted]