Robert W. Carpenter, Esq.

August 12, 2016
Sergeant First Class [redacted], USA (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank (the FSB).
Your concerns were escalated to executive management for further...

consideration. As an exception, the FSB has agreed to re-amortize the loan once the excess payment is applied to the principal balance.
Thank you for speaking with [redacted], of our staff, who accommodated your request and discussed the aforementioned with you. I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

June 10, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your account status with the USAA Federal Savings Bank (FSB). Our records indicate that your online account access was restricted due to your January 2015 bankruptcy...

filing. To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has caused USAA to suffer a financial loss; however, our representatives are available to process any transactions or assist in servicing your existing accounts. Additionally, we offer a limited view of your accounts on mobile.usaa.com, which can supplement the account information you can get by mail or telephone. [redacted], of our staff, was unsuccessful in his attempts to reach you to discuss this matter. If you have any additional questions, Mr. [redacted] remains available, and may be reached at [redacted] Extension [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. Other bank products are issued and serviced by USAA Federal Savings Bank.

Complaint: [redacted]
I am rejecting this response because: it contains no information about how USAA plans to a dress the issues. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:USAA has not given us any chances to prove that we did not do what we are accused of. I was told to get police report then reminded that if I do, it would be for our satisfaction only, they would not consider it and if I went and filed then I will be charged with filing a false police report. USAA calls and ask questions and when we prove they are wrong, it switches to another tactic and more accusations. No moat term who I call to speak with, no one wants to hear our side or give us a chance to prove case, we are told that their decision is final and no matter who we contact or speak to the fact remains just that. They originally closed case on Dec28,2016 and when we decided not to open another account they had someone contact me saying whoever did it had no business and that as of Jan 5,2017 are now going back and reopening account to charge us. They determined it was card cracking but felt we somehow participated in scam which we know nothing of. Some things were forgiven but if I'm not mistaking they are charging us with arm withdrawels Regards,[redacted]
Regards,
[redacted]

January 12, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding deposit holds with the USAA Federal Savings Bank (FSB). Our records confirm that you filed inquiries about this matter with the Consumer Financial Protection Bureau (CFPB)...

and the Office of the Comptroller of the Currency (OCC). The FSB will respond to the CFPB and OCC inquiries accordingly. Thank you for the opportunity to reply. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: USAA, has a billing system that does not work. Iv had multiple times on my insurance alone that they have had to adjust my account due to them not taking money out or them taking money at the wrong time. I believe this is the issue with the loan. This is a simple fix, this company is not for its members but only out for themselves.
Regards,
[redacted]

July 15, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]:  I am responding to your second submission regarding the USAA credit card account opened in your name.  We responded to your complaint on July 2, 2015, and we recognize that you disagree with the information that has been relayed.  On July 9, 2015, [redacted], of our staff, sent an email message to you and requested that you provide copies of your 2012 military orders, your filed police report, court documentation listing a suspect, and your DD-214 to further assist [redacted] with her review.   Mr. [redacted], as of July 14, 2015, we have not received any of the requested documentation.  However, we remain available to assist you with this matter, and we look forward to receiving the information.   Thank you for the opportunity to review your concerns again.  Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

July 25, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted] 
I am responding to your submission regarding the selling of your property. I regret the frustration this situation caused you.
Thank you for speaking with [redacted] of our staff. ...

Unfortunately, we are unable to determine the member involved and cannot discuss our members’ information due to privacy reasons. If you have further questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Lieutenant Colonel [redacted], USAFR
Complaint ID #: [redacted]
Dear Colonel [redacted]:
I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank.
Our records confirm that you also filed an inquiry with the Office of the Comptroller of the...

Currency (OCC). We will respond to the OCC accordingly.
Sincerely,
[redacted]

Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the security of your personal information. Our records confirm that you filed an inquiry with the Office of the Comptroller of the Currency (OCC). We responded to the OCC on June 14,...

2016. Thank you for the opportunity to reply. Sincerely, [redacted]

February 14, 2017 Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your auto loan payments and the correction sent to the credit bureaus.   Thank you for speaking with [redacted], of our staff, who confirmed that the update was sent to the credit bureaus and that it takes 45 to 60 days to reflect on your credit report.  I understand he verified that you were able to see the correction on your loan on usaa.com.  If you have any other questions, Mr. [redacted] remains available to assist you.   We appreciate the opportunity to review your concerns again.   Sincerely,   [redacted]

June 15, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the nonsufficient fund (NSF) fees that were assessed on your deposit account with the USAA Federal Savings Bank (FSB). [redacted], of our FSB staff, was unsuccessful in her attempts...

to reach you by telephone and email. Nonetheless, she conducted a thorough review of your account and determined that the NSF fees were applied appropriately. Therefore, we respectfully decline your request for reimbursement. If you have additional questions, or would like to discuss other options to avoid NSF fees in the future, 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 didn't make that deposit or withdrawls. When I looked into my account nothing was supcious. When I tried going back in I was locked out of my account. I called usaa and they told me my account was under investigation before that check was ever deposited and if it was how was this able to occur if you locked and froze my asessts? I then noticed something off and called about it. I was informed it was being handled and to call back if I heard nothing in the next three days. I had to call constantly because no one was informing how this occurred. I was then being thrown around to every other depeartment for clarification. No one was willing to help and it wasn't until I filed this report did I receive any information at all in which I was rudely handled with unable to ask questions and then hung up on.
Regards,
[redacted]

December 7, 2016       Mr. [redacted]     Complaint ID #: [redacted]       Dear Mr. [redacted]:   I am responding to your submission regarding a credit card.   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.

July 20, 2016 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). We strive to provide quality service to our entire membership, and we regret the frustration you experienced. Our...

records show that on Saturday July 2, 2016, you transferred $1,739.79 from an external account ending in 7258 to your USAA checking account ending in 9264. The transfer reflected a posting date of July 5, 2016, as this was the next business day, and USAA placed $239.79 on hold until the morning of July 12, 2016. Additionally, our Executive Resolution Team was unavailable to speak with you on July 3, 2014, as it was a Sunday. 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 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.” On July 6, 2016, [redacted], of our staff, contacted you and offered to discuss your concerns and to explain our actions. The offer was not accepted. I regret we were unable to deviate from our current hold policy to accommodate your request. If you have additional questions, Ms. [redacted] remains available to assist you. [redacted]

August 9, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding information reported by the USAA Federal Savings Bank to the consumer reporting agencies. 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]

April 20, 2017 Chief Warrant Officer [redacted], ARNGComplaint ID #: [redacted] Dear Chief [redacted], I am responding to your submission regarding your consumer loan ending in 0900. As you know, [redacted], of our USAA Federal Savings Bank (FSB) staff, conducted a thorough...

review of your concerns, and on April 4, 2017, he emailed you with his findings.  Mr. [redacted] explained that the 3.62 annual percentage rate (APR) is correct for the year model vehicle you purchased and that the FSB staff advised you of the correct rate during a March 28, 2017, telephone conversation.  While we understand that this is not the outcome you were seeking, we respectfully decline your request to reduce the APR for this loan. We appreciate you allowing us to reply to you. Sincerely, [redacted]

August 31, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your disputed charge on your USAA Federal Savings Bank (FSB) credit card.  I regret any frustration or inconvenience you may have experienced. [redacted]...

[redacted] of our staff was unsuccessful in her attempts to contact you.  Nonetheless, a complete review of your account was conducted.  Our research shows that the merchant issued you a credit for the overcharges on April 12, 2016.  Although you received resolution letters, it was not disclosed that the credit was issued by the merchant; this oversight will be properly addressed. 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:  the incompetence of USAA has screwed up my Account again.  You took out $3600 from my Checking Account and I already paid off my Credit Card.  Which now will overdraw my account AGAIN!!!!If the $3600 doesn't get put back into my Checking ASAP.  I'M GOING TO SUE USAA AND I'M FILING COMPLAINTS WITH MY STATE GOVERNOR, SENATOR AND CONGRESSMAN 
Regards,
[redacted]

October 21, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [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 account history was a factor for the holds.  As holds were assessed appropriately, we respectfully decline your request to deviate from our current hold policy.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]