Robert W. Carpenter, Esq.

January 23, 2018
Captain [redacted], USAR
Complaint ID #: [redacted]
Dear Captain [redacted]:
I am responding to your submission regarding your home equity line of credit and service experience.
I regret the frustration this matter caused you. Our employees are expected to be courteous and...

informative and to handle matters in a timely manner. Your feedback was provided to the appropriate area to ensure other members do not have a similar experience.
Thank you for speaking with [redacted], of our staff, who addressed your concerns and confirmed your payment is not being reported adversely to the consumer reporting agencies as it was not 30 days late. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

February 10, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding compensation for mortgage-related costs. We apologize for the frustration you have experienced, and we appreciate the opportunity to review...

our actions and determine what solutions are available for USAA in order to act in accordance with federal banking guidelines. I understand you spoke with [redacted], of our USAA Federal Savings Bank (FSB) staff, who explained that we would not be reimbursing the costs of the water test or pest treatment as these items were required for the loan and were not incurred due to an FSB error. An additional review uncovered that in accordance with VA loan guidelines, you are entitled to a reimbursement of the $80.00 pest inspection fee. The reimbursement will be sent to you by check. While we recognize that you do not agree with the outcome, we thank you for allowing us to thoroughly review your situation and to reply to you. 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. USAA has implemented a solution to the issue; requiring 90 days to return funds to my account. I find the delay in returning funds extremely slow and archaic.
Regards,
[redacted]

October 3, 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). We did recognize an opportunity for more prompt handling in our review of the account. I regret any...

frustration you have experienced as we strive to provide quality service to our entire membership.
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. Based on the documentation we have, we are confident that the appropriate resolution has been rendered.
[redacted], of our staff, was unsuccessful in reaching you by telephone. Nonetheless, she confirmed that your account was closed on September 29, 2016, and a check for the remaining balance was mailed to your address on record. Should you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate the opportunity to review this matter and to respond to you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards, I left messages  for Mr. [redacted] and never heard back. It does not address my resolve. I will attempt to contact him. There was also no response about the internal complaint regarding my conversation with the representative in Sept. I know what I was told. I will pay in full to remove from credit as well. Only if USAA will agree. I will also write the corporate office. They sent a new statement regarding the account  shortly after my complaint.  Thanks.
[redacted]

December 29, 2015
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your second submission regarding the processing of debit card transactions. I hope you find the following information responsive to your feedback.
1.      As indicated in our December 8, 2015, response, the processing of the November 16, 2015, transaction that force debited your account, was not handled differently by the USAA Federal Savings Bank (FSB) based on it being a foreign or non-U.S. transaction.  There was no initial authorization or pending status prior to the funds being debited. 
2.      Our records show that we have refunded four non-sufficient funds fees, and we respectfully decline your request for additional refunds. 
3.      We are available to review any fees that you were assessed by other companies as a result of this matter.  Please contact [redacted] of our staff, to provide documentation for our review.
4.      We respectfully decline your request to pay for a loan you acquired.
5.      Your situation has been shared with our management staff, and we regret the frustration and inconvenience you and your family experienced.  Once the FSB was notified of the fraudulent activity, a provisional credit and refunds for applicable fees were provided.
6.      A letter to your creditors will not be generated.  Again, the transaction was not processed or handled differently by the FSB based on it being a non-U.S. transaction. 
We acknowledge your continued efforts and appreciate you allowing us another opportunity to review your concerns.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They have it listed as a Repo on my credit.
Regards,
[redacted]

December 28, 2016 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account with the USAA Savings Bank. [redacted], of our staff, was unable to reach you to discuss your concerns.  The USAA Credit...

Card Agreement, which was provided when your credit card account was established and is available for your review on usaa.com, states that the Federal Savings Bank reserves the right to withhold credit availability on any payment.  When a payment is processed, the balance due is reduced at the time of payment; however, if the payment is held, the available credit for the amount of the payment may not be available for immediate use.  A payment may be placed on hold for reasons including, but not limited to multiple payments received in a short amount of time, returned payments, or payment amount in relation to account details (credit limit, payment history, etc.) is irregular.  If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, 
[redacted]

October 25, 2016   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your second submission regarding your mortgage payment.   We responded to your complaint on October 14, 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]

August 7, 2015 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your second submission regarding the credit reporting issues and fraud case you filed with the USAA Federal Savings Bank (FSB). Our research confirmed that you opened a joint checking account on December 13, 2011, and an individual checking account and another joint checking account on June 2, 2012. A fraud review was completed on June 22, 2012, and again on July 9, 2015. The result of both reviews determined that no fraudulent activity occurred, and you remain liable for the charged-off accounts. With regards to your credit report, according to our records, you submitted three credit card applications between December 22, 2011, and May 29, 2012. You also submitted an unsecured loan application on June 2, 2012, and an auto loan application on June 10, 2012. An Equifax credit report was pulled for each application to assist in making a decision to approve or deny the applications. 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] 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 9, 2015Mrs. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]: I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB).  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."  As such, an investigation was initiated, and your deposit accounts were placed in a credits-only status.  Please know that the DAD also notes that the FSB may, without prior notice, apply or set off the funds in an account at any time to pay any debt, whether direct or indirect, with the FSB.  [redacted], of our staff, was unsuccessful in speaking with you to discuss the results of our investigation.  She remains available and can be reached at [redacted].  Your deposit accounts have been closed, and the funds will be sent to you via an official check. Thank you for allowing us to reply to you.  Sincerely,[redacted]

July 15, 2016
 
Ms. [redacted]
Complaint ID #: [redacted]
 
Dear Ms. [redacted]:
 
I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank.  I apologize for any frustration or inconvenience you may have experienced.
 
Thank...

you for speaking with [redacted], of our staff, who confirmed that both accounts have been closed, and a check for the balance of each account was mailed to you.  Should you have additional questions, Ms. [redacted] remains available, and she can be reached at [redacted] or [redacted], Extension [redacted].
 
We appreciate you allowing us to reply to you. 
 
Sincerely,
 
[redacted]

December 8, 2015Mr. [redacted] Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your submission regarding holds that were placed on your deposits.  We regret any inconvenience you experienced as a result of this matter.Thank you for speaking with [redacted], of our staff,...

who explained that the holds were placed appropriately and in line with the USAA Federal Savings Bank’s (FSB) Depository Agreement and Disclosures, which is provided to all account holders and is also available on usaa.com.  As indicated in the notices we sent to you that provided the reasons for the holds, this policy is in place to protect our members as well as the FSB from a potential financial loss.  I understand that Ms. [redacted] released one of the holds, as a courtesy, on November 20, 2015, and that the remaining hold was systematically released as scheduled.  Should you have any further questions, Ms. [redacted] remains available to assist you and can be reached at [redacted]I appreciate you allowing us to reply to you.  Sincerely,[redacted]

July 29, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the handling of your credit card payment. 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 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.

January 31, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your auto loan payments and your USAA Federal Savings Bank deposit account.  I regret any frustration and inconvenience this has caused.   Thank...

you for speaking with [redacted], of our staff, who completed your request to reverse your misapplied auto payment for $428.11 and applied it to the correct loan ending in 4634.  He also submitted a request to back date the payment so that your credit will not reflect a past due amount.  I understand that you also spoke with Julian Sapien, of our staff, who explained that your spouse set up automatic payments towards your AAFES account on November 14, 2014, for $400.00 to occur on a monthly basis, debiting your joint checking account. The automatic payment was canceled in November 2016 and going forward it will not be debited.  If you have any additional questions, Mr. [redacted] and Mr. [redacted] remain available to assist you. . We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 8, 2016   Mrs. [redacted] Complaint ID #: [redacted]                                  Dear Mrs. [redacted]:   I am...

responding to your submission regarding your deposit account with USAA Federal Savings Bank.  I regret the frustration you experienced, as we strive to provide quality service to our entire membership.   Thank you for speaking with [redacted], of our FSB staff.  As she explained, the FSB is aware of the opportunities involving the fraud process and is working diligently to improve the matter in an effort to ensure a better member experience.  Our members’ feedback is crucial in this effort, and I appreciate you taking the time to bring your concerns to our attention.   Mrs. [redacted], we appreciate you allowing us to reply to you.  If you have any additional questions, Ms. [redacted] remains available to assist you.   Sincerely,   [redacted] Tell us why here...

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]

Complaint: [redacted]
I am rejecting this response because: On June 6th USAA charged me for those three charges again. I want those charges removed.
Regards,
[redacted]

September 23, 2016 Staff Sergeant [redacted], USAComplaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank automobile loans.  I regret any frustration that you experienced. Thank you for speaking with...

[redacted], of our staff, who reviewed your account with you.  She confirmed that a change to your payment due date was processed and that late fees were waived.   I understand she also requested a copy of the credit report you obtained to confirm that it is showing 60 and 90 day late payments.  Our records do not indicate late payments over 30 days on your account; so, if necessary, changes will be made.  If you have any other questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

January 5, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your deposit account.   Thank you for speaking with [redacted] of our staff, who confirmed the check posted on December 26, 2017, and discussed...

remote deposit capture alternatives, including USAA Deposit@Home and Deposit@Mobile.  We regret any frustration this matter may have caused you, 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]