Robert W. Carpenter, Esq.

June 8, 2016
 
Staff Sergeant [redacted], USAF
Complaint ID #: [redacted]
 
Dear Sergeant [redacted]:
 
I am responding to your submission regarding a misdirected payment from your deposit account with the USAA Federal Savings Bank (FSB).  We regret any frustration or...

inconvenience you felt as a result of this matter, and your experience has been shared with the appropriate parties. 
 
Thank you for speaking with [redacted], of our FSB staff, who ensured your account was credited for both the $579.99 payment and an additional $100.00 to cover any late fees and interest assessed.  If you have further questions, Ms. [redacted] remains available to assist you.
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

[redacted]
I am responding to your submission regarding your Secured Platinum MasterCard with the USAA Federal Savings Bank (FSB).
On March 17, 2014, the FSB established a Secured Platinum MasterCard for you, which was...

backed by a $300.00 Certificate of Deposit (CD) account.  On April 29, 2014, we were notified of your bankruptcy filing and the secured card was charged off.  On April 30, 2014, you were advised the CD would be closed after the bankruptcy filing was discharged.  On April 12, 2016, your CD was closed and the funds were applied to your account balance.  A draft for $109.24 was mailed to your address of record on April 14, 2016.  We have also confirmed that the FSB is accurately reporting your account status to the credit reporting agencies. 
Thank you for allowing us to research this matter and respond 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.

October 4, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your accounts.
Thank you for speaking with members of our staff who addressed your concerns and confirmed the results of our investigation into the activity that occurred...

in your deposit account. If you have additional questions, [redacted], of our staff, remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

September 25, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission about the handling of your debit card dispute with the USAA Federal Savings Bank. I regret any frustration you have experienced. Thank you for speaking with [redacted], of our staff,...

about the matter. I understand that Mr. [redacted] advised a permanent credit of $716.90 would be applied to your checking account and that the remaining balance would be mailed to you. Should you have any further concerns, Mr. [redacted] can be reached at [redacted] We appreciate the opportunity to reply to you. Sincerely, [redacted]

November 9, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding deposit account with the USAA Federal Savings Bank.   Unfortunately, [redacted], of our staff, was unsuccessful in his attempts to contact you by...

phone to discuss this matter with you. Our research confirms that the nonsufficient funds fees (NSF) are indeed valid.  Therefore, we respectfully decline your request to refund additional NSF fees as we feel our members share a responsibility to manage their accounts appropriately.  If you have additional questions, Mr. Weaver remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:
II have not received anything from the TX doi nor has the issue been tesolved 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The money that was credited was not available till Tuesday 7/14/2015, I checked the account religiously until it was deposited. Explaining the process does nothing for the fact that I was left without any money for six days, I had to pawn a wedding band to live for the week. Anytime a customer makes an error they're charged a fee without question, yet nothing is going to happen to USAA in this situation.
Regards,
[redacted]

August 18, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your auto loan rate.
Thank you for taking the time to speak with [redacted], of our staff, about your concerns. 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 again; however, we consider this matter closed.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: WHY ARE THEY RETURNING MY PAYMENT CASHIERS CHECKS TO ME. FOR THE PAST THREE MONTHS USAA HAS RETURNED MY CASHIERS CHECK WRITTING THEY DO NOT KNOW WHERE TO APPLY THE PAYMENTS. SOME ONE ON THE STAFF IS NOT DOING HIS/HER WORK WELL. CAN THIS CORRECTION BE MADE SO THAT I WILL HAVE PEACE OF MIND THAT MY PAYMENT IS BEING APPLIED PROPERLY TO AVOID PAST DUE NOTICE POSTING ON MY ACCOUNT. THANKS
Regards,
[redacted]

February 9, 2017
[redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the duplicate debit to your external account and your request for reimbursement of the funds. We regret any frustration this matter may have caused you as we strive to...

provide quality service.
[redacted], of our staff, was unsuccessful in his attempts to speak with you about your concerns; nonetheless, he conducted a thorough review of your accounts. He verified that a refund of $149.87 and two $5.00 return item fees were credited to your account ending in 1036 on February 1, 2017. The following day, you initiated a funds transfer of the account balance to an account ending in [redacted]. If you have any 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 called this so called non discriminatory company to close my account and they refused to put a so called supervisor on the phone. If you hire 90% of your telephone people from one demographic that seems racist.
Regards,
[redacted]

September 12, 2017
Chief Warrant Officer [redacted] USA (Ret.)
Complaint ID #: [redacted]
Dear Chief Warrant Officer [redacted]:
I am responding to your submission regarding your subscriber’s account funds. I regret the frustration you 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 addressed your concerns and provided a credit for the $29.00 fee your external bank charged for the cancelled check. As discussed, if you do not receive the reissued check, or if you have any additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

February 29, 2016 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account. I understand you spoke with [redacted], of our staff, who discussed the account balance. Thank you for the opportunity to look into this matter and...

to reply to you. [redacted]
[redacted]

March 23, 2018
Staff Sergeant [redacted], USA (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank.
[redacted] and [redacted] of our staff, were unsuccessful in their attempts to...

reach you. However, you have indicated that you will follow up to discuss your concerns.
Thank you for your service to our country and for allowing us to respond.
Sincerely,
[redacted]

February 14, 2017   Sergeant [redacted] USAFR Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your VA mortgage loan applications and interest rate.  I regret any inconvenience this matter has caused you.   Thank you for...

speaking with [redacted], of our staff, who researched your applications and could not verify that your processor advised you your rate would be honored if you reapplied. Unfortunately, we are unable to honor the rate as there were no emails or calls available to support this claim. I understand this is not the outcome you were seeking; nonetheless, we are confident the correct decision has been made.  If you have any additional questions, Mr. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]

October 12, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your joint checking account with the USAA Federal Savings Bank (FSB).   USAA was founded on four core values - honesty, loyalty, integrity, and...

service.  These values guide all of our business decisions, and our members have come to expect them in everything we do.  In keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain levels of conduct in their business transactions with us.  Our policy prohibits USAA and its affiliates from continuing to do business, to the extent allowed by law, with a member who engages in activity that compromises our principles.  Therefore, the FSB is exercising its option to terminate the business relationship with you.  We have reviewed this matter in detail, and we are confident that the appropriate decision has been made; hence, you remain liable for the outstanding balance on the account.   [redacted], of our staff, has been unsuccessful in her attempts to reach you to address the aforementioned.  If you have additional questions, Ms. [redacted] remains available to assist you. Thank you for allowing us to reply to you.   Sincerely, [redacted]

June 7, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank (FSB).
 
On September 14, 2015, you completed an online auto loan application, including a...

form to establish monthly ACH payments from an external bank account.  In January and February 2016, the ACH payments were returned as “account closed.”  A payment manually scheduled with an FSB representative on February 16, 2016, was also returned as the account could not be located. 
 
Subsequently, an ACH payment in March 2016 and manual payments in March and April 2016 posted to the account.  However, the ACH payments for April and May 2016 were returned as the account was frozen.  On May 17, 2016, you advised the FSB that your automatic payment information was incorrect; you made a payment to bring the account current; and the FSB mailed you a form to modify the monthly ACH payment instruction.  The FSB received the completed form on June 1, 2016, and mailed an ACH confirmation to you the following day.
 
[redacted], of our FSB staff, was unsuccessful in reaching you to discuss your concerns.  Based on the payment history, he confirmed the loan was accurately reported as 30-days late in February 2016; therefore, we must respectfully decline your request to change the reporting.  If you have additional questions, Mr. [redacted] remains available to assist you and can be reached at [redacted].
 
We appreciate you allowing us to reply to you.
 
Sincerely,
 [redacted]

Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the account established under your name with the USAA Federal Savings Bank.
Our records confirm that you also filed an inquiry with the Consumer Financial Protection Bureau (CFPB). ...

We will respond to you in detail via the CFPB portal.
Thank you for the opportunity to reply.
Sincerely,
[redacted]

October 19, 2015Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank.  We regret the frustration and inconvenience you experienced as we make every effort to ensure our members’...

accounts are serviced and maintained efficiently and accurately.  Thank you for speaking with [redacted] and [redacted] of our staff.  I understand that a credit has posted to your account ending in 6895 and that the merchant confirmed they received their funds from your account ending in 6887. Should you have any additional questions related to these matters, Mr. [redacted] and Ms. [redacted] remain available to assist you.  We appreciate you allowing us to research your situation and reply to you.  Sincerely,[redacted]

January 13, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your checking and savings accounts with the USAA Federal Savings Bank (FSB). [redacted], of our FSB staff, was unsuccessful in his attempts to...

reach you by telephone to discuss your concerns. Nonetheless, he thoroughly reviewed your accounts and found that the negative balance on the checking account prevented its closing as you requested. In addition, since the account had a negative balance for more than 41 consecutive days, it was charged off on December 31, 2015, and was closed; however, you remain responsible for the balance. Mr. [redacted] confirmed that your savings account maintained a zero balance and was closed. The fees assessed to your checking account were charged appropriately; therefore, we respectfully decline your request for a refund. Should you have additional questions, Mr. [redacted] remains available to assist you and can be reached at ([redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]