Robert W. Carpenter, Esq.

Complaint: [redacted] 
I am rejecting this response because: I was not asking for private or confidential information for the buyer of my property. I was asking for reimbursement for fees on a pest inspection and pest treatment that I was informed, I needed to do. to proceed with the selling of my house. I did comply with the underwriters request but the loan did not go through. I was told by USAA that the fees for the pest inspection and pest treatment could not be reimbursed when they contacted me.
Regards,
[redacted]

December 23, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding deposit holds. 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 review on usaa.com. The DAD states the FSB can place a hold on funds deposited via remote deposit capture services, such as USAA EasyDeposit®, for up to seven business days from the date of deposit. In some instances, USAA may make such funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with us, transactions and experience information, and such other factors as USAA, in its sole discretion, deems relevant. It is important to know that holds do not apply to direct deposits and wire transfers and that money orders are not considered cash deposits. [redacted] of our staff, thoroughly researched your concerns and confirmed that all holds and fees were appropriately assessed; however, she refunded two fees as a courtesy. Please note that to avoid fees in the future, you may consider setting up overdraft protection. Should you have any additional questions, Ms. [redacted] remains available and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:USAA declines to inform us about my wife's account.  This whole problem started from that account and more information is needed to correct the issue.  A number of representatives stated the problem was a computer error.  Also, it was my wife, not myself, that recieved a letter about paying the negative balance.  With USAA's policy, I should have been the one to recieve the letter of fixing the situation.  There are too many things going unanswered and I feel, it is to protect their own people.  Also, my wife's account was in the process of closing, but it was reopened because of this situation.  There was no middle ground when fixing this problem.  USAA felt everything was my fault, when I was admitted at the VA mental hospital.  USAA gave me no chance to work out a payment plan or form any other positive soultions.  I have repeatedly told USAA I am on a fix income from my disability and cannot pay the whole amount, at one time.  Still, USAA felt I was in the wrong and did not seem to care about any or what I was going through.  As for not being able to get a hold of me.  This is not true.  It was I who had a hard time getting a hold of select people from, USAA.  I have left messages and proper call back numbers.  USAA also has my proper mailing address and information, to get a hold of me.  Again, I have made the attempts.  If this situation cannot be handled in a better manner, I will leave.  I will close out all my accounts, renters, and car insurances. 
Regards,
[redacted]

April 17, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your debit card transaction dispute.   Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We...

will respond to the CFPB accordingly.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: This is indicative of the incorrect information that USAA continues to use in it's explanation. I looked up the Fair Lending Act and verbatim, here is what it says: "Disparate ImpactA lender's policies, even when applied equally to all its credit applicants, may have a negative effect on certain applicants." Therefore, if USAA's policy it to not question it's own appraisal and they do this to everyone, is in violation of the Fair Lending Act. USAA's actions did indeed have a negative effect on me, my loan, and my credit. In USAA's desire to make a quick buck (VA Loan re-fi) they sacrificed the fair treatment of a loyal customer of 15 years. 
Regards,
[redacted]

March 26, 2018   Specialist [redacted] USA ([redacted]
[redacted] 12[redacted]   Dear Specialist [redacted]   I am responding to your submission regarding your deposit account and auto loan application with USAA Federal Savings Bank.   Thank you for speaking with [redacted]...

[redacted], of our staff.  I understand that the nonsufficient funds fees assessed to your deposit account were refunded, and that you informed Ms. [redacted] your concerns were resolved.  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 did not see any thing through a telephone conversation, he informed me of what actions were taken but nothing was reflected on my account as being updated.
Regards,
[redacted]

February 17, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your third submission regarding your automobile loan application.
You have not presented any new or additional information that would warrant a change in our position.
Thank you for another opportunity to respond; however, we consider this matter closed.
Sincerely,
[redacted]

September 8, 2015 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. We responded to your complaint on August 27, 2015. Since an inquiry was filed with the Consumer Financial Protection Bureau (CFPB) regarding this matter, we will respond to the CFPB accordingly. Thank you for the opportunity to reply. 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.
Regards,
[redacted]

December 19, 2016   Specialist [redacted], USA (Ret.) Complaint ID #: [redacted]   Dear Specialist [redacted]:   I am responding to your submission regarding your deposit account with the [redacted] Federal Savings Bank (FSB).   Per your request, we did not contact you personally to...

discuss this matter; however, a thorough review of your situation was completed by [redacted], of our staff.  In our investigation, the merchant, Changing Places, provided us with documentation, which states a reservation must be cancelled within five business days before the date of reservation, or the entire deposit will be forfeited.  The merchant advised that you cancelled your services the day before the reservation, resulting in the charge to your account.  On November 3, 2016, notification was sent to you from the FSB requesting additional information to process your dispute. The letter requested that you provide a response to the merchant’s rebuttal with a detailed letter or other information to maintain the dispute; however, we did not receive a response.  On November 17, 2016, another letter was sent to inform you that the temporary credit would be debited from your account on November 25, 2016.   I hope this clarifies the reason for our actions. Should you have additional questions, Ms. [redacted] remains available to assist you at ([redacted]) [redacted]-[redacted] ([redacted]) or (800) [redacted]-[redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]                 Tell us why here...

March 14, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your deposit account.
We regret any frustration you may have experienced. On February 13, 2017, we sent an alert to confirm the non-USAA account was added on...

usaa.com and could be used for paying bills. However, your loan payment was debited from your USAA deposit account on February 14, 2017, as scheduled. Jessica [redacted], of our staff, was unable to reach you to discuss this matter. Ms. [redacted] confirmed that we have refunded multiple nonsufficient funds fees over the past 12 months, and we respectfully decline your request for additional refunds. If you have further questions regarding this matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

August 9, 2016
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the money transfer transaction you initiated through the mobile application. I regret any difficulty or inconvenience you experienced as we strive to provide quality...

service.
Thank you for speaking with [redacted] and [redacted], of our staff, who confirmed the funds were credited back to your account on July 15, 2016. I hope that your conversation with Ms. [redacted] and 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]

Complaint: [redacted]
 
I am rejecting this response because:
I I have not only uploaded the documents to your document Center,  email to your CEO Resolution Team,  and visited your corporate Financial Centers in different states  then where I live . Both  myself and your team  have we stood over 600 hours on the phone  in the last quarter .  All calls were recorded and federally compliant through the FCC on both your end and on mine .  If those documents are needed  I am happy to send again .  the next step is litigation which I've been trying to avoid for 3 month
Regards,
[redacted]

January 23, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding duplicate payments to your USAA Federal Savings Bank (FSB) automobile loans and insurance policies.   Our records confirm that you canceled the...

automatic payments for your FSB loans two days prior to the automatic payments being processed.  To be processed for the same month, cancellation requests must be received four business days prior to the scheduled payment date.  You also scheduled manual payments to the loans. The duplicate payments were returned to you after confirmation was received from your bank that the funds had cleared.   We verified that your insurance payments are not set up for automatic payments.  There was no duplicate payment to your insurance premium.    We appreciate you allowing us to reply to you.    Sincerely,  [redacted]

September 27, 2017 Technical Sergeant [redacted], ANGComplaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your third submission regarding nonsufficient funds (NSF) fees assessed to your USAA Federal Savings Bank (FSB) checking account ending in [redacted]. Thank you for speaking with [redacted], of our FSB staff.  He attempted to contact you again on September 26, 2017, but was unsuccessful in reaching you.  Please note that your account statements are available on usaa.com for your review at your convenience.  Your statements provide documentation of the NSF fees assessed to your account.  These fees were charged in accordance with the Depository Agreement and Disclosures and the FSB’s Service Fee Schedule, and we must respectfully decline your request for a refund. We appreciate the opportunity to review your concerns again; however, we consider this matter closed.   Sincerely,  [redacted]

Complaint: [redacted]
I am rejecting this response because:USAA is refusing and failed to provide concrete evidence on why we were held liable. Base on who you are transferred to within the back, reasons differ from one representative to the next. Although you all have stated that you have replied to my submissions based on phone calls from [redacted], nothing other than her stating that you all have made your decision and that the investigators decision is final. If I even start to ask questions, your representative clearly hangs phone up in my face and refuses to call back or accept any calls from me. The only time I receive a call is when you all get this rejection from the Revdex.com and once again, it's never to allow me to discuss or voice my concerns, it always for me to listen to you all say what you want me to hear. You have offset my other personal accounts solely in my name  for $5741.61 yet you only can tell me that you based your decision based on suspicion . You say USAA is u hack able yet on Feb 24,2017 I called into bank to make changes within my checking account and your representative sent a temporary password to me without even verifying who I was. My phone could have been stolen and the thief seen I had the USAA app and decided to call in to see what they could gain access to. Your representative gave them full access just like that. I asked to speak to a supervisor to have this incident notated. I also had an incident where one of your representatives told a person how much money was in my account just by them calling in and giving my name causing me to have to go to a check cashing place paying out an additional $245.00 to cash a check you all had made out to them for a purchase I was trying to make yet you still felt not liable then nor offered to repay what I had to pay out of my pocket. After speaking to your representative who told him my balance he was hesitant to complete deal and also advised to ask me why I couldn't just pay for it in cash verses a barn loan. This happened Feb 2016 yet your banks only response was, we will talk to representative and provide more training.Again, I understand your position of protecting the bank, but you also have to understand my position of protecting my son and I and the fact that your investigative team never allowed nor will allow us to prove or innocence regarding this matter. I'm also baffled that two analyst found in our favor that account was hacked, refunded our money, advised we transfer our remaining fund to another account and close the account that was hacked. We did just that on December28,2016. You later came back on January 5,2017 with another investigator calling saying that who ever assisted us prior to this had no business doing so and you all were now finding us liable, reversed all credits given due to fraudulent charges causing account to go into the negative not from debits that continued coming in as you stated in your letter to me and offset with no regards to my dispute. I have tried asked time and time again to be allowed to submit information  only to have my request denied and threatened with charges being filed against us for making false police reports and having the information just for our satisfaction by your representatives. I have asked for written concrete evidence, I have asked for a letter of deadlock regarding this matter, I have demanded that you all return my money that you offset yet nothing has been honored as of date. 
Regards,
[redacted]

February 10, 2017
[redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your automobile loan application.
We responded to your concerns on January 20, 2017. While we recognize that you disagree, we feel confident that the appropriate adjustments have been made to your account. Hence, we respectfully decline your request for compensation as it is not warranted.
Mr. Adams, it is important to note that our core values of service, loyalty, honesty, and integrity are at the center of everything we do. We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

March 10, 2017
Mr[redacted] Complaint ID #: [redacted]
Dear Mr[redacted]:
I am responding to your submission regarding your mortgage. I regret the inconvenience you recently 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.
Thank you for speaking with [redacted], of our staff, who explained the cause for the shortage in your escrow and that you are responsible for paying the amount. I understand that he offered a twelve month payment option and that you accepted. Additionally, our records show that you are tax exempt for 2017. If you have additional questions or require further assistance, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

November 13, 2015Mrs. [redacted]Complaint ID #: [redacted]Dear Mrs. [redacted]: I am responding to your submission regarding the APR you received on the USAA Preferred Cash Rewards World MasterCard®.  Our records confirm that you filed an inquiry about this matter with the...

Consumer Financial Protection Bureau (CFPB).  We will respond to you via 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.