Robert W. Carpenter, Esq.

July 12, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your mortgage application process with USAA Federal Savings Bank (FSB).
As [redacted] of our staff explained, the second application was cancelled at your request. This resulted in 1.625 discount points, equivalent to an additional cost of $4,095.00. It is important to know that the FSB adheres to all applicable banking regulations and to USAA’s core values of service, loyalty, honesty, and integrity, and your allegations of wrongdoing are unfounded. Hence, we are unable to honor your request for compensation.
Mr. [redacted], you have not presented any new or additional information which would warrant a change in our decision. We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]

September 30, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your usaa.com access and credit card account. We appreciate the opportunity to respond and hope that you find the following information responsive to your concerns. Our records...

reflect in April 2010, we sent a notice to your address of record to advise you that your relationship with USAA and any of its affiliates were being dissolved to the extent allowed by law. The notice also stated that USAA would be discontinuing your access to usaa.com. Subsequently, your credit card account was closed. According to the USAA Credit Card Agreement, which is provided to account holders when an account is established and is available to review on the public side of usaa.com, we may close or suspend an account at any time without prior notice. Since April 2010, monthly statements for the credit card account were mailed to your address of record. The statements disclosed the balance, minimum payment due, and payment due date. They also explained that you could mail a payment with the provided payment coupon, or submit a payment by telephone or third-party bill pay service. While access to usaa.com was restricted, USAA received periodic payments from April 2010 to August 2015. As a result of minimum payments not being received by the due date, at all, or in full, appropriate fees were assessed and reflected on your statements. We respectfully decline your request for a reimbursement of fees, and we regret that we are unable to locate any previous correspondence to the USAA Federal Savings Bank regarding this matter. USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we reject your allegations of impropriety. Thank you for allowing us to research this matter and respond to you. Should you have any questions regarding your credit card account, [redacted], of our staff, is available to assist you, and she can be reached at [redacted] Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

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]

July 31, 2015 [redacted]
[redacted] Dear [redacted]:  I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB).  Our employees are expected to be courteous and informative, and I regret if...

this was not your experience.  According to the FSB's Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, "If FSB suspects that irregular, unauthorized, or unlawful activities may be involved with your account, FSB may 'freeze' (or place a hold on) the balance in your account and in other FSB accounts, without any liability to you, pending an investigation of such suspected activities."  On July 14, 2015, an alert was sent to your telephone number on record to request verification of transactions.  Within an hour, the FSB received confirmation that the transactions were valid.  Two days later, you alleged that recent account activity was fraudulent.  As such, an investigation was initiated, and your deposit accounts were placed in a credits-only status.   I understand you spoke with [redacted], of our staff, who explained that as a result of our investigation, we have determined that you are responsible for the negative account balances.  Should you have any further questions about this matter, Mr. [redacted] remains available and can be reached at [redacted]   Please note that 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 obligations with us.  To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has engaged in fraudulent activity and caused USAA to suffer a financial loss.   Thank you for allowing us to review your situation and to respond to you.   Sincerely, [redacted]

February 24, 2016 Staff Sergeant Kimberly R. Kelley, USA (Ret.) Complaint ID #: [redacted] Dear Staff [redacted] I am responding to your submission regarding your USAA accounts. Our records confirm that we sent you a notice about your brokerage account status on February 3, 2016. Our records...

also confirm that your deposit account ending in 7558 with the USAA Federal Savings Bank was closed, and the account balance was sent to you. Thank you for allowing us to reply to you. Sincerely, [redacted] USAA means United Services Automobile Association and its affiliates. Accounts are introduced and brokerage services provided by USAA Financial Advisors, Inc. (FAI) and USAA Investment Management Company (IMCO), both registered broker-dealers, Members SIPC. Clearing, custody and other services provided by National Financial Services LLC (NFS), Member NYSE, SIPC.

September 25, 2015 [redacted]
[redacted]
Dear Mrs. [redacted]: I am responding to your submission regarding your USAA credit card dispute. I understand you spoke with [redacted], of our staff, who confirmed that after thorough review the dispute decision remains...

unchanged. As explained in our notice dated August 13, 2015, the USAA Federal Savings Bank has no recovery rights for the money transfer service you used. It is important to note that the USAA Credit Card Agreement, which was provided when your credit card account was established and is available for your review on usaa.com, indicates that we do not have dispute rights on purchases made with cash advances from an ATM or with a check that accesses your credit card account. Mrs. [redacted], while we recognize this is not the outcome you were seeking, we do thank you for allowing us to research your situation and respond to you. Should you have any further questions or need additional assistance, Ms. [redacted] remains available. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

June 30, 2016
[redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB). I regret any frustration that you experienced. A thorough review of the debit card transactions that you reported on...

June 6, 2016, found no evidence that fraud or identity theft activity occurred. Based on these findings, we are unable to comply with your request to reimburse you $2,643.59. On June 27, 2016, your dispute of an Automated Clearing House (ACH) transaction of $423.00, was completed. The FSB reversed a temporary credit that was previously applied on your account; however, due to insufficient funds, this resulted in an overdrawn balance of $422.91. No additional credits are owed on the ACH dispute. If you have any questions regarding this matter, please call [redacted], of our staff, at [redacted] Thank you for allowing us to respond to you. Sincerely, [redacted]

June 15, 2017
Captain [redacted] USA
Complaint ID #: [redacted]
 Dear Captain [redacted]:
I am responding to your submission regarding the hold placed on a recent deposit into your checking account with the USAA Federal Savings Bank (FSB) and the handling of a direct deposit inquiry...

for your spouse. I regret any inconvenience this may have caused.
Please note that 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. 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.” Hence, holds may be applied accordingly.
The FSB receives verification of checking account preauthorization requests from payroll companies through the Automated Clearing House system. The system is designed to verify the account number and reject the item if the account is invalid. If the account is valid, the transaction processes successfully and the company can proceed with future deposits. In keeping with our business practice, the system is functioning as intended. Hence, the FSB does not send manual notices to individuals regarding direct deposits.
[redacted], of our staff, was unable to reach you to discuss your concerns by telephone. However, if you have additional questions, Ms. [redacted] remains available to assist you, and she can be reached at ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted].
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

November 13, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. Summerson:
I am responding to your second submission regarding your consumer loan.
As [redacted] explained in his email to you dated November 11, 2017, your Discover payment of $4,592.00 was located and credited retroactively to your loan effective September 20, 2017. Additionally, interest was waived. We regret any frustration or inconvenience you may have experienced. If you have additional questions, Mr. [redacted] remains available to assist you.

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

[redacted]
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[redacted]
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I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted], of our staff, about your concern.  She confirmed...

that your account was credited for $130.00 on April 27, 2016.  I regret any frustration you may have experienced as a result of this matter.  Should you have any further questions, Ms. [redacted] remains available and can be reached at [redacted]    
Thank you for allowing us to reply to you. 
Sincerely,
[redacted]

August 14, 2017     First Lieutenant [redacted], ARNG Complaint ID #: [redacted]   Dear Lieutenant [redacted]:   I am responding to your submission regarding your deposit and credit card accounts with USAA Federal Savings Bank.   Our records show that on July 23, 2017, a...

$1,135.93 automatic credit card payment was made from your checking account.  The payment was returned due to nonsufficient funds (NSF).  On July 25, 2017, a representative incorrectly requested a reversal of the payment, which caused $1,135.93 to be charged to your credit card and the funds deposited to your checking account.  We apologize for any frustration this caused you. The same day, the credit card payment attempted to debit your checking account a second time, and it was returned due to NSF.   We are unable to confirm you requested to cancel your automatic credit card payments prior to your July 26, 2017, telephone call when the cancelation was processed.  Your checking account incurred two $29.00 NSF fees, which were refunded, and your credit card incurred a $15.00 late charge, which was also refunded.   You credit card is still due for the July 23, 2017, payment.  You are responsible for the credit card balance and the $1,135.93 charge that was debited from your credit card and deposited to your checking account.  Mandi Kearns-Coleman, of our staff, was unsuccessful in her attempts to contact you; nonetheless, she remains available to assist you if you have any additional questions.   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.  Other bank products are issued and serviced by USAA Federal Savings Bank.

December 20, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding unauthorized activity on your 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]

June 7, 2017
Captain [redacted], USA
Complaint ID #: [redacted]
Dear Captain [redacted]:
I am responding to your submission regarding your mortgage service experience. I regret the frustration this situation caused you.
Thank you for speaking with [redacted], of our staff, who confirmed...

the refund was sent via regular mail. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Hello, My correspondence sent on 12/08/2015 regarding  the reason for rejecting the response from USAA did not save to my message. I am rejecting the most recent response from USAA because I am awaiting an official letter from USAA with their letterhead from the appropriate department, stating that the $25,000 loan, $9,900 loan, and the savings and checking account opened in my name are fradulent, and I am not held responsible for these fradulent loans and accounts. In addition, I need for this letter to outline the dates that these fradulent accounts were opened. Thank you, [redacted]

Complaint: [redacted]
I am rejecting this response because: I did in fact have a conversation with her however at no time did she infer that I am responsible for a chargeroff acount. Our conversation was regarding the fact that there is an account that appears to be out in open under my ex husbands name and that I am receiving correspondence from. She explained that this was the old account that we had originally had together and that he contacted them recently to update the email on that old account. She then explained that that is why I received the notification because I was on that old account. She then explained that nothing was reported to the credit bureaus. She did acknowledge that there was a block on my name as well as supposedly a block under my ex husbands name which will not allow us to open any new accounts with USAA. She also acknowledged prior correspondence and telephone conversations between my ex husband and USAA in which he acknowledged he was responsible for that account and he would make any payments owed to that account.
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted] I am responding to your submission regarding your Certificate of Deposit (CD) account with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of our...

FSB staff, about your concerns. As she explained, since the term of your CD was 36 months, the FSB charges 180 days of interest for early termination. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted]

March 9, 2016
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission about the handling of a funds transfer on your deposit account with the USAA Federal Savings Bank.  Our employees are expected to respond to our members promptly, and I...

apologize that this was not your experience.  Please know that coaching was provided to prevent a future occurrence.
Thank you for speaking with [redacted], of our staff, who confirmed the $2,500.00 was returned to your account on March 1, 2016.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, she remains available to assist you.
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

June 6, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your loan. I regret any frustration this situation may have caused you.
Unfortunately, [redacted], of our staff, was unable to contact you by phone to address your...

concerns. Nonetheless, he completed a thorough review of your account and confirmed the payment on September 16, 2016, did not bring the loan current. He also determined our records do not show we extended a payment offer. Additionally, we confirmed our reporting to the credit agencies is accurate. If you have any additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

October 28, 2016 Staff Sergeant [redacted], USA (Ret.)Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your second submission regarding your payment using USAA Web BillPay.  We responded to your complaint on October 25, 2016. 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]

October 31, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your accounts with the USAA Federal Savings Bank (FSB). Thank you for speaking with [redacted], of our FSB staff, who confirmed you received...

the official check issued on October 17, 2016, which represented the remaining balance in your account after closure.  You may receive further contact from our investigative support staff.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]