Robert W. Carpenter, Esq.

August 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your service experience with the selling of your property.
Thank you for speaking with [redacted], of our staff, who addressed your concerns regarding the fees for the pest inspection and treatment. As discussed, these fees were a requirement by the Veterans Administration and not USAA. If you have any additional questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to review your concerns again.
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. I will say that this matter was not solved quickly or without extensive stress on myself.  Had I not involed the Revdex.com I doubt it would be resolved at this time.  The matter took several follow ups and even after Jeffrey got involved and told me it would be taken care of it was not without yet another follow up by myself.  I can tell you a customer should never have to work as hard as I did to get the service that was promised.  While the matter seems to be resolved my confidence is still very low as I have gotten many notices in the mail with conflicting information regarding the loan and rate.  As of today I do see the updated loan rate online, but have yet to receive a hard copy of it.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]3, and find that this resolution is satisfactory to me.
Regards,
[redacted]

July 20, 2015 [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your USAA Secure Checking account ending in 1876.   We regret any inconvenience you may have experienced.  Thank you for sp[redacted]g with [redacted]...

[redacted], of our staff, who discussed the hold, which was placed in accordance with the USAA Federal Savings Bank’s (FSB) Depository Agreement and Disclosures (DAD), which was provided when you established your account.   For remote deposit services including Deposit@Mobile, 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.”   Thank you for allowing us to reply to you.   Sincerely, [redacted]

October 3, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your account access with USAA Federal Savings Bank.
Thank you for taking the time to speak with [redacted], of our staff, who explained the reason for your...

account restriction and advised of the documents needed to confirm your identity. Should you have additional questions, Ms. [redacted] remains available to assist you.
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:I would like the amount I've paid in on the debt protection to be applied to my loan. It was of fault of USAA that I never even got to use the service once I became unemployed.  Which forced me to become behind on my loan and that reflected negative on my credit report.
Regards,
[redacted]

October 17, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your USAA Savings Bank credit cards.  I regret any frustration this has caused you.   Thank you for speaking with [redacted], of our...

staff, who explained the reporting date for your credit card was different due to the conversion from MasterCard to Visa.  As Ms. [redacted] confirmed, your Visa statement closed on October 14, 2016, and a new update will be made to reflect a $0.00 balance..  If you have any additional questions, Ms. [redacted] remains available to assist you.    Thank you for allowing us to reply to you.    Sincerely,   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was told when opening the account that Social Security monthly payments were typically a few days early or late. The second one was sent by the Social Security office and arrived 6 days late directly to the bank (auto deposit). I was clearly told that they took this into consideration and that there would be no problem. Over a six month period I was told repeatedly that the $300 bonus would be applied to my account "any day now". In the meantime I have received nearyl 0% interest in my acct.,which is still open-by the way. I feel that they are victimizing the elderly. They have taken advantage of me because I am old.
Regards,
[redacted]

March 23, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your mortgage loan. Thank you for sharing your comments with [redacted], of our staff, who confirmed that your loan closed on March 17, 2016. We regret the inconvenience and...

frustration you experienced, and your feedback was shared with the appropriate areas. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and provided USAA follows through with the CFPB, we can handle the multitude of issues in that venue.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am still in the process of settling.
Regards,
[redacted]

July 9, 2015 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your second submission regarding the Extended Vehicle Protection plan for your auto loan with the USAA Federal Savings Bank. We responded to your complaint on June 29, 2015. While we recognize that you disagree, we feel confident that the correct information has been relayed to you. 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]

March 8, 2016 [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank (FSB). 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 services, such as Deposit@Mobile. 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.” [redacted], of our staff, was unsuccessful in his attempts to discuss your concerns by telephone. Mr. [redacted] thoroughly reviewed your checking account, verified that the application of the five-business-day deposit hold was appropriate and that the details of the hold were provided to you on usaa.com, and confirmed that the funds were available to you on March 3, 2016. If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted]

July 15, 2015 [redacted]
[redacted] Dear Ms. [redacted]: I am responding to your submission regarding your USAA American Express® credit card dispute. I regret the frustration you experienced as a result of this matter. Thank you for speaking with [redacted], of our staff,...

regarding your concerns. As she advised, your account was temporarily credited $1,000.00 on July 6, 2015, while we continue to investigate the dispute. Please be aware that the merchant has up to 60 days to respond to the dispute, which could possibly lead to the credit being reversed. If the merchant does not respond, the credit will become permanent. In either case, you will receive notification by mail. Should you have any additional questions, Ms. [redacted] remains available and can be contacted at [redacted] 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.

June 20, 2016
 
The Reverend [redacted], Ph.D., Capt, USAF (Ret.)
Complaint ID #: [redacted]
 
Dear Reverend [redacted]:
 
I am responding to your submission regarding your access to usaa.com.
 
Our records confirm that you filed an inquiry with the Consumer Financial...

Protection Bureau (CFPB).  We responded to the CFPB on June 20, 2016.
 
Thank you for the opportunity to reply.
 
Sincerely,
 
[redacted]

Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your auto and property insurance bill.  I regret any inconvenience or frustration you experienced as a result of this matter.
Thank you for speaking with [redacted], of our staff,...

about your concerns.  As [redacted] advised, your son was removed from the auto policy effective November 19, 2015, the late fee was waived, and the check was deposited into your USAA Federal Savings Bank checking account.  I hope that your conversation with [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, [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 left my cell phone number for you guys to contact me.  I also told you I was in the hospital.  I am now out of the hospital and returned your call.  No one answered Friday 5:15 pm eastern standard.  I'm waiting on your phone call.  Note:  I am on bedrest due to a back injury.  My phone stays glued to my side.
Regards,
[redacted]

January 8, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank.
Our records indicate that your account was past due on August 20, 2015, September 21, 2015, and October...

20, 2015.  On October 29, 2015, a conference call with the title company confirmed that the payment check was returned to them due to it having an incorrect account number, and a new check was mailed on October 7, 2015.  On November 9, 2015, the title company explained that they mailed the new check to a wrong address.  We received payment for your credit card on November 16, 2015.  [redacted], of our staff, attempted to reach you to discuss your account.  Ms. [redacted] confirmed that two of the late fees were refunded to you as a courtesy; however, we are unable to remove the delinquencies as you requested.  If 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]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Complaint: [redacted]
I am rejecting this response because: Thank you for taking the time to respond,unfortunately I reject you response due to the incorrect information provided to me via your mobile application stating my accounts were not in the negative at the time I made the transfer.  Operating under that information I proceeded to make a transfer from savings to checking to prevent overdrafts.  Much to my dismay your institution processed the debits to my account the following day shortly before posting my deposit transferred from savings.That said I believe it is in the best interest of other patrons to be aware of this type of non customer service oriented process so they can mitigate their own potential dealings with USAA.I have since signed up for overdraft protection provided by your company that will pull from my savings to prevent overdraft.  Since obviously me doing it manually is not a process you allow.  Or would take the opportunity to assess fees before properly taking care of your customer.
Regards,
[redacted]