Robert W. Carpenter, Esq.

May 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your deposit account. I regret the frustration and inconvenience this situation may have caused you.
[redacted], of our staff, was unable to reach you by phone to...

address your concerns. Nonetheless, she completed a thorough review of your account and confirmed we refunded a non-sufficient funds fee as well as five overdraft fees bringing your account to a positive balance. Additionally, both of your deposit accounts have been closed as requested, and on May 3, 2017, we sent the remaining balance via check to the mailing address on file. If you have additional questions on this matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the checking account you established with the USAA Federal Savings Bank (FSB).
Thank you for speaking with [redacted], of our staff, about your account and our...

decision to close it. During your conversation, Ms. [redacted] explained to you that your attorney’s office was going to recall the wire sent to the FSB. Once the wire is recalled, the funds will be returned to the originating bank. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

April 27, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]
I am responding to your second submission regarding the tiered cash rewards program on your [redacted] credit card account.
Our records indicate that on March 9, 2017, you applied and were approved for a Cashback Rewards [redacted] credit card account via usaa.com. Prior to submitting your application, information was displayed regarding the Cash Back Rewards associated with each level of Qualifying Purchases. It remains your responsibility to familiarize yourself with the Reward Terms and Conditions of the account you selected. While we recognize that you disagree with our April 11, 2017, response, no new information has been presented that would warrant a change in our decision.
We appreciate another opportunity to review your concerns; 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.

May 10, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding a recent hold placed on your deposit account with the USAA Federal Savings Bank. I regret any inconvenience this situation may have caused you.
Unfortunately,...

[redacted] of our staff, was unable to reach you by phone to address your concerns. Nonetheless, he completed a thorough review of your account and confirmed the hold was appropriate in accordance with The Depository Agreement and Disclosures. In addition, Deposit@Mobile® displays how much of the deposit will be available immediately and allows you an option to proceed or cancel the transaction. As of May 10, 2017, our records indicate that no overdraft fees were assessed. 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]
[redacted]
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[redacted]
I am responding to your submission regarding your credit card with the USAA Federal Savings Bank (FSB).  We regret any inconvenience this situation may have caused you.
Our records show that...

after you established USAA membership online and applied for a credit card account on March 3, 2016, your request was approved, and a credit card was mailed to your address of record.  When we reviewed the account, we determined that the FSB needed to verify your identity, and your account access and credit card were temporarily restricted.
On March 9, 2016, in accordance with the USA Patriot Act, which requires that we collect information that will allow the FSB to identify an individual who is opening an account, we sent a letter to you requesting documentation to verify your identity.  When you spoke with FSB staff on March 17, 2016, we discussed the necessary paperwork, which you agreed to submit to the FSB.  On March 22, 2016, the required documents were received, and after completing our review, the restriction was removed from your account and credit card, and we notified you by email on March 23, 2016.
Please know that the FSB adheres to all applicable banking regulations as well as to our core values of service, loyalty, honesty, and integrity.  While we value your feedback as we are always looking for ways to improve our processes, we respectfully disagree with your allegations of wrongdoing.
Mr. [redacted], [redacted], of our staff, was unsuccessful in speaking with you on March 23, 2016; however, she remains available to assist you should you have additional questions.  We appreciate the opportunity to review the events that transpired and respond.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

November 11, 2015Mrs. [redacted]. [redacted] Complaint ID #: [redacted]Dear Mrs. [redacted]:I am responding to your submission regarding accounts that were opened in your name with the USAA Federal Savings Bank (FSB).  We regret the concern this matter caused you.Thank you for speaking with [redacted], of our staff, who assured you that we are currently investigating the accounts that were opened without your authorization, and we have taken the necessary steps to have your credit report updated accordingly.  We will work closely with law enforcement, and we appreciate the information you provided to us. Should you have any further questions, Ms. [redacted] remains available to assist you and can be reached at [redacted].    Thank you for allowing us to reply to you.  Sincerely,[redacted]

August 28, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding the status of your account with the USAA Federal Savings Bank (FSB). I apologize for the frustration and inconvenience this matter has caused you as we make every effort...

to ensure our members’ accounts are serviced and maintained efficiently and accurately. A thorough review determined that in November 2014, we received a call from a third-party who incorrectly advised us of your passing. Our attempts to validate this information with Mrs. [redacted] by telephone and mail were unsuccessful. We have since updated our records and sent a request to the credit reporting agencies regarding the deceased reporting status since November 2014. Please allow up to 45 days for this update to be reflected on your credit report. Thank you for allowing us to address this situation. I hope you found your conversation with [redacted], of our staff, responsive to your concerns. While we regret any difficulties you encountered, we respectfully decline your request for monetary compensation. Should you have any additional questions, Mr. [redacted] remains available to assist you. Sincerely, [redacted]

June 22, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your request for check images from your USAA Federal Savings Bank (FSB) checking account. Thank you for sharing your experience, and your feedback has been shared with the...

appropriate parties. Please note that according to the Service Fee Schedule located within the Depository Agreement and Disclosures (DAD) which is provided to all accountholders and available on usaa.com, USAA charges a $5.00 photocopy fee for each check. It also indicates that free copies are available online if within 90 days. Thank you for speaking with [redacted], of our FSB staff, who explained he refunded the $300.00 fee as a courtesy and confirmed that the check copies are available for your reference on usaa.com. The FSB follows the DAD and all regulations and acts in accordance with our core values of service, loyalty, honesty and integrity, and we respectfully disagree with your allegations of wrongdoing. Should you have any further questions, Mr. [redacted] remains available and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, [redacted]

June 5, 2015 [redacted] Dear [redacted]: I am responding to your submission regarding your ATM deposit with the USAA Federal Savings Bank (FSB).  Please know that we regret any frustration you experienced or...

conflicting information you might have received. Thank you for speaking with [redacted], of our staff, who explained the time frame that the FSB has to investigate an ATM deposit discrepancy and provide a credit to the account.  Ms. [redacted] confirmed that a credit of $240.00 was provided on May 21, 2015.  It is important to know that the FSB adheres to all regulatory guidelines and acts in accordance with our core values of service, loyalty, honesty, and integrity.   [redacted], while we understand that you have considered closing your accounts, we hope that you will allow us the opportunity to regain your trust in USAA.  Should you have any further concerns, Ms. [redacted] remains available to assist you. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I have attempted to contact their contact person and left messages as instructed at extension [redacted] and no further attempts were made to contact me to resolve this issue.  
Regards,
[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]

July 22, 2015 [redacted]
[redacted] Dear [redacted]: I am responding to your submission regarding a disputed charge on your USAA World MasterCard®. Thank you for taking the time to speak with [redacted], of our staff, about your concerns. As...

she advised, we completed a review of your dispute case and approved a refund of $117.96 to your credit card account. Ms. [redacted] initiated the refund process, and you will see the credit on your account within three business days. Should you have any additional questions, Ms. [redacted] remains available to assist you. We appreciate the opportunity to reply to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

February 21, 2017 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank.  We regret any frustration this situation has caused you. Thank you for speaking with [redacted]...

[redacted]s, of our staff, who confirmed the action taken to offset the negative balance of your checking account was appropriate and prevented the account from being charged off.  Per your request, your individual checking account was closed and the remaining balance transferred to your joint checking account.  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 have requested documentation of this checking account.In August, over $300.00 in NSF fees were charged to my account without any pending transactions.Over three weeks ago I spoke with a representative and requested all of my accounts to be closed.As of 18 September,they still remain open and accrue NSF fees.I am rejecting USA response because I feel USAA has not tried to resolve this issue,provide documentation or explanation. I am requesting a refund for the excessive NSF fees charged by USAA.My accounts remain open to continue to rip me off.I will provide documentation showing each transaction that was rejected when the appropriate amount was available without any pending tranactions
Regards,
[redacted]

February 21, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your third submission regarding your deposit account with the USAA Federal Savings Bank.   We responded to your complaint on February 17, 2017.  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]

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 attempt to call USAA tomorrow 11/21/2017. I will be closing my accounts.  Thank you to the person or persons that have helped me with my problems with USAA!
Regards,
[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]

March 11, 2016
[redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your mortgage loan refinance application.
After receipt of your application, the USAA Federal Savings Bank (FSB) complied with an extended fraud alert on your...

credit report and attempted to contact you at the telephone numbers shown in the alert.  [redacted], of our staff, confirmed this with you via email, and he recommended that you contact the credit bureau to verify the information in the extended fraud alert.  Mr. [redacted] also validated that on January 29, 2016, the FSB representative requested that you contact the FSB in 48 hours.
To clarify, the Notice of Action Taken (NAT) dated February 2, 2016, is a form the FSB sends to applicants when the FSB is unable to approve a credit request.  The reason listed in the NAT that was mailed to you is accurate as the FSB was unable to reach you at the telephone numbers in the extended fraud alert.  In addition, the document that accompanied the NAT, which you and Mrs. [redacted] signed and returned to the FSB, was The Housing Financial Discrimination Act of 1977 Fair Lending Notice.  This is a required disclosure in California; however, the FSB is not required to acknowledge receipt of the signed document.
While we regret any confusion this situation may have caused you, we confirmed that the matter was handled appropriately in accordance with applicable banking regulations.  Therefore, we respectfully disagree with your allegations of wrongdoing.
Thank you for the opportunity to review your concerns and reply.  If you require additional clarification, Mr. [redacted] remains available to assist you.
Sincerely,
[redacted]

September 19, 2017
Petty Officer Second Class [redacted], USN
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your submission regarding your deposit accounts with the USAA Federal Savings Bank (FSB).
On September 15, 2017, Michael [redacted], of our staff,...

contacted you about this matter. Mr. [redacted] spoke with Mrs. [redacted] as you requested and confirmed the $900.00 debit from your joint checking account was appropriate. Should you have any other questions, Mr. [redacted] remains available to assist you.
Petty Officer [redacted], please know that we act in accordance with the Depository Agreement and Disclosures and with our core values of service, loyalty, honesty, and integrity. We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

December 8, 2015 Ms. [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your checking account with the USAA Federal Savings Bank. Thank you for speaking with [redacted], of our staff, about your concerns with the hold that was placed on your...

deposit. As she advised, the hold was placed in accordance with the Depository Agreement and Disclosures that was provided to you when you opened the account and is available on usaa.com. I understand the hold has been released, and Ms. [redacted] temporarily increased your ATM withdrawal limit as you had requested. Should you have any additional questions, Ms. [redacted] remains available to assist you. I appreciate you allowing us to reply to you. Sincerely, [redacted]