November 20, 2015Mrs [redacted] ***Complaint ID #: [redacted] Dear Ms***:I am responding to your submission regarding your deposit 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]
December 29, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your deposit account On Friday, December 22, 2017, an unknown party used Mrs [redacted] ***’s personally identifiable information to access usaa.com The activity triggered our internal fraud parameters, and we contacted Mrs***, who confirmed the activity was unauthorizedWe closed the associated debit card, issued a replacement card, and restricted Mrs***’s access to usaa.com, as requestedOn December 26, 2017, a provisional credit was issued for a fraudulent transaction, and we sent an Identity Theft Resolution Guide We regret any inconvenience or frustration you may have experiencedThank you for speaking with [redacted] , of our staff, who discussed the account takeover and our authentication practicesWe actively monitor accounts and have processes in place to protect the privacy of member information and to help guard against potential identity theft or fraudIf you have any further questions or concerns, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you 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 and that the merchant confirmed they received their funds from your account ending in 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]
October 21, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your second submission regarding your credit card account with the USAA Savings Bank Thank you for speaking with [redacted] , of our staff, who refunded the remaining late fee amount of $285, confirmed the credit bureau updates would take up to days to complete, and verified the minimum payment due to bring the account current If you have additional questions, Ms [redacted] remains available to assist youWe appreciate the opportunity to review your concerns again and reply to you Sincerely, [redacted] ***
September 29, [redacted] Dear Mr***: I am responding to your concern regarding a hold that was placed on your credit card payment Our records indicate that we responded to a similar inquiry that you submitted to the Better Business Bureau Our records indicate that the payment hold reflected on your available balance was released on August 22, Thank you for speaking with [redacted] , of our staff, who explained that the payment made on August 20, 2015, was applied to your balance due on August 20, The USAA Credit Card Agreement states that the USAA Federal Savings Bank (FSB) reserves the right to withhold credit availability on any payment As Ms [redacted] clarified, 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 When the payment is withheld from the available balance for immediate use, interest does not accrue nor is it collected by the FSB We appreciate your feedback and have shared it with the appropriate parties Thank you for allowing us to reply to you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I have tried to contact Mr [redacted] multiple times and have left messages, without him returning my phone call, I even left another message on the online area this morning as I have retained an attorney to help resolve this "old account."This supposed previous account from closed with a balance owing is past the statutes of limitations for both Texas and Nevada and therefore an offset should have never happened.If there was such an issue with my opening an account or a past due balance that should have been resolved before proceeding, then a flag should have popped up during my account application stating that fact, nothing of this nature manifested itselfWhen I went online to usaa.com to open the account, it showed a "0" balance for both Checking and Savings and not once during my application process for the new account was there an an error message or a message in general referring to the supposed old accountI feel USAA has over extended their power by hijacking a new account to resolve something that not even the courts would recognize as being owed Regards, [redacted]
December 20, Sergeant [redacted] , ARNG Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding a transaction that you disputed on your USAA Federal Savings Bank deposit account We regret any frustration this matter may have caused you [redacted] ***, of our staff, was unable to reach you to discuss your concerns; nonetheless, she reviewed your account thoroughly Ms [redacted] determined that the merchant was unable to provide proof that you were advised of the cancelation policy; therefore, a permanent credit of $was issued to your account ending in *** Furthermore, she provided feedback regarding the opportunity identified when you spoke with a representative on December 11, If you have any additional questions, Ms [redacted] remains available to assist you We appreciate the opportunity to reply to you Sincerely, [redacted]
July 20, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the USAA credit card accounts opened for your client Mr [redacted] We appreciate you bringing your concerns to our attention, and we regret any frustration you may have experienced [redacted] ***, of our USAA Federal Savings Bank (FSB) staff, was unable to reach you to discuss this matterHowever, she contacted Mr [redacted] to confirm that the credit cards were closed and that he will not be held responsible for the unauthorized accountsHe was thankful for the telephone call and the explanation of our actionsShould you have any further questions, Ms [redacted] remains available to assist you, and she can be reached at [redacted] or [redacted] , Extension ***We appreciate you allowing us to reply to youSincerely, [redacted] ***
March 19, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank (FSB) [redacted] , of our staff, was unsuccessful in reaching you to discuss your concerns Mr [redacted] confirmed your correspondence was received on February 13, 2018; however, our Bankruptcy team does not place outbound callsWhen you attempted to contact the Bankruptcy team on March 8, 2018, the phone line was closed due to a department meeting Hold times may vary when waiting to speak with a specialized department, and we regret any frustration or inconvenience you experienced as a result The auto loan was charged off in October under USAA’s bankruptcy guidelines; as such, the loan will be assigned to an external collection agency The agency will contact you directly to discuss repayment options If you have additional questions, Mr [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: How have you come to the conclusion that this is reporting accurate? I want validation that the debt is mineIf that can not be provided it needs to be removed from the report Regards, [redacted]
October 6, Sergeant [redacted] ***, USAComplaint ID #: [redacted] Dear Sergeant Woods: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) checking account Thank you for speaking with [redacted] , of our staff, who confirmed that that there is no evidence of account takeover; therefore, the decision by our fraud department stands and you remain liable for the overdrawn balance on your account I understand that Mr [redacted] explained that the FSB does not offer a payment program; however, you may send guaranteed funds until the balance is paid in full If you have any additional questions, Mr [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted]
August 14, [redacted] Dear Mrs***: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB), and I regret any inconvenience you experiencedPlease note that the FSB does not send notices that a deposit account has been charged off if the balance is below $25.00, as in your case However, it is our business practice to send a notice to the accountholder prior to an account being charged off if the account is overdrawn Our records indicate that you had elected to receive all bank documents online during the time frame the transactions in question took place After thoroughly reviewing your situation and considering that you did not authorize the charges, a credit for $was issued to your account on July 31, 2015, which brought the balance in the closed account to $ Unfortunately, [redacted] , of our staff, was unable to reach you by telephone to discuss your request for a bank account and return of the $balance At your convenience, you may contact Ms [redacted] at [redacted] Thank you for allowing us to reply to you Sincerely, [redacted]
September 14, [redacted] Dear [redacted] ***: I am responding to your submission regarding a hold placed on the deposit made to your account with the USAA Federal Savings Bank (FSB) I regret the inconvenience this matter caused you Our records indicate that the funds were made available to you on September 4, We strive to balance the needs of our membership as a whole while being sensitive to our customers’ individual situations The hold policy is applied uniformly to all members and is in place to protect both you and USAA from potential losses As indicated in the FSB’s Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, all remote deposit capture deposits, including those made through Deposit@Mobile®, are subject to a hold USAA 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 the FSB, and such other factors as USAA, in its sole discretion, deems relevant Thank you for speaking with [redacted] ***, of our staff, who confirmed the hold was placed appropriately and in line with the DAD Therefore, we were unable to release the funds sooner as you requested I understand that Ms [redacted] provided you with alternative deposit options that would not be affected by the hold policy If you have any additional questions, Ms [redacted] remains available to assist youWe appreciate your allowing us to reply to you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:USAA has not given us any chances to prove that we did not do what we are accused ofI was told to get police report then reminded that if I do, it would be for our satisfaction only, they would not consider it and if I went and filed then I will be charged with filing a police reportUSAA calls and ask questions and when we prove they are wrong, it switches to another tactic and more accusationsNo moat term who I call to speak with, no one wants to hear our side or give us a chance to prove case, we are told that their decision is final and no matter who we contact or speak to the fact remains just thatThey originally closed case on Dec28,and when we decided not to open another account they had someone contact me saying whoever did it had no business and that as of Jan 5,are now going back and reopening account to charge usThey determined it was card cracking but felt we somehow participated in scam which we know nothing ofSome things were forgiven but if I'm not mistaking they are charging us with arm withdrawels Regards, [redacted] Regards, [redacted] ***
October 25, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB)Thank you for speaking with [redacted] , of our staff, who thoroughly reviewed your account During your conversation with Ms [redacted] , she reiterated that our investigation determined you are liable for the account activity and the negative account balance FSB deposit accounts are governed by the Depository Agreement and Disclosures (DAD), which is provided to all account holders According to the DAD, “You are responsible for maintaining the confidentiality of your account authentication credentials (username, password, tokens, or other) and for restricting access to your devices capable of accessing your accounts If you provide authentication credentials to another person, any account or transaction activity by that person, or others who may receive your credentials due to your sharing, may be deemed authorized activity and you may be held responsible for that activity.” Furthermore, the DAD states that if you permit another person to use your personal identification number (PIN) or account number, you are responsible for all transactions conducted by that person If you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted]
September 24, [redacted] Dear [redacted] : I am responding to your second submission regarding the Flexible Retirement Annuity (FRANN) policy with the USAA Life Insurance Company (USAA Life)We responded to your complaint on September 14, While we recognize that you disagree, we feel confident that the correct decision has been madeNo new information has been presented that would warrant a change in our positionIn addition, our records reflect that you responded to messages and spoke with [redacted] , of our staff, who provided you with options for withdrawals from the FRANN policy or transferring it to an external company, and that you decided to transfer itUSAA Life conducts business in keeping with USAA’s core values of service, loyalty, honesty, and integrityWe appreciate the opportunity to review your concerns againSincerely, [redacted]
May 13, [redacted] Dear [redacted] : I am responding to your submission regarding an automobile loan with the USAA Federal Savings Bank (FSB), and I regret any frustration you have experienced as we make every effort to inform all applicants when they are listed on a loan with the FSBThank you for speaking with [redacted] , of our FSB staff, about your concernsAs she stated, we thoroughly reviewed your situation and determined that you remain liable for the outstanding loan balanceTherefore, we respectfully decline your request to have your name removed from the loan or to update the reporting of the account with the consumer reporting agenciesIf you have any further questions or concerns, Ms [redacted] remains available to assist you and can be reached at [redacted] Thank you for allowing us to reply to youSincerely, [redacted]
November 20, 2015Mr [redacted] * [redacted] Complaint ID #: [redacted] Dear Mr [redacted] :I am responding to your second submission regarding the release of the title for your automobile loan with the USAA Federal Savings Bank We responded to your complaint on November 9, 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]
July 31, [redacted] Dear [redacted] : I am responding to your submission regarding your home mortgage experience When we discover that matters have not been handled to a member’s satisfaction, we appreciate the opportunity to review our actions and to work towards a solution, as you allowed us to do Our employees are expected to be knowledgeable and to respond to our members in a timely manner, and I apologize that this was not what occurred Thank you for speaking with [redacted] , of our staff, about your concerns Ms [redacted] identified several opportunities with the handling of your mortgage and coaching was provided to those involved to prevent a similar situation from occurring in the future With regard to your request for a refund of your loan fees, Ms [redacted] will be in contact with you once a decision has been reached [redacted] , thank you for your service to our country and for allowing us to further review the matter and respond to you Sincerely, [redacted]
November 20, 2015Mrs [redacted] ***Complaint ID #: [redacted] Dear Ms***:I am responding to your submission regarding your deposit 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]
December 29, Mr [redacted] Complaint ID #: [redacted] Dear Mr***: I am responding to your submission regarding your deposit account On Friday, December 22, 2017, an unknown party used Mrs [redacted] ***’s personally identifiable information to access usaa.com The activity triggered our internal fraud parameters, and we contacted Mrs***, who confirmed the activity was unauthorizedWe closed the associated debit card, issued a replacement card, and restricted Mrs***’s access to usaa.com, as requestedOn December 26, 2017, a provisional credit was issued for a fraudulent transaction, and we sent an Identity Theft Resolution Guide We regret any inconvenience or frustration you may have experiencedThank you for speaking with [redacted] , of our staff, who discussed the account takeover and our authentication practicesWe actively monitor accounts and have processes in place to protect the privacy of member information and to help guard against potential identity theft or fraudIf you have any further questions or concerns, Ms [redacted] remains available to assist you We appreciate you allowing us to reply to you 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 and that the merchant confirmed they received their funds from your account ending in 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]
October 21, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your second submission regarding your credit card account with the USAA Savings Bank Thank you for speaking with [redacted] , of our staff, who refunded the remaining late fee amount of $285, confirmed the credit bureau updates would take up to days to complete, and verified the minimum payment due to bring the account current If you have additional questions, Ms [redacted] remains available to assist youWe appreciate the opportunity to review your concerns again and reply to you Sincerely, [redacted] ***
September 29, [redacted] Dear Mr***: I am responding to your concern regarding a hold that was placed on your credit card payment Our records indicate that we responded to a similar inquiry that you submitted to the Better Business Bureau Our records indicate that the payment hold reflected on your available balance was released on August 22, Thank you for speaking with [redacted] , of our staff, who explained that the payment made on August 20, 2015, was applied to your balance due on August 20, The USAA Credit Card Agreement states that the USAA Federal Savings Bank (FSB) reserves the right to withhold credit availability on any payment As Ms [redacted] clarified, 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 When the payment is withheld from the available balance for immediate use, interest does not accrue nor is it collected by the FSB We appreciate your feedback and have shared it with the appropriate parties Thank you for allowing us to reply to you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I have tried to contact Mr [redacted] multiple times and have left messages, without him returning my phone call, I even left another message on the online area this morning as I have retained an attorney to help resolve this "old account."This supposed previous account from closed with a balance owing is past the statutes of limitations for both Texas and Nevada and therefore an offset should have never happened.If there was such an issue with my opening an account or a past due balance that should have been resolved before proceeding, then a flag should have popped up during my account application stating that fact, nothing of this nature manifested itselfWhen I went online to usaa.com to open the account, it showed a "0" balance for both Checking and Savings and not once during my application process for the new account was there an an error message or a message in general referring to the supposed old accountI feel USAA has over extended their power by hijacking a new account to resolve something that not even the courts would recognize as being owed Regards, [redacted]
December 20, Sergeant [redacted] , ARNG Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding a transaction that you disputed on your USAA Federal Savings Bank deposit account We regret any frustration this matter may have caused you [redacted] ***, of our staff, was unable to reach you to discuss your concerns; nonetheless, she reviewed your account thoroughly Ms [redacted] determined that the merchant was unable to provide proof that you were advised of the cancelation policy; therefore, a permanent credit of $was issued to your account ending in *** Furthermore, she provided feedback regarding the opportunity identified when you spoke with a representative on December 11, If you have any additional questions, Ms [redacted] remains available to assist you We appreciate the opportunity to reply to you Sincerely, [redacted]
July 20, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the USAA credit card accounts opened for your client Mr [redacted] We appreciate you bringing your concerns to our attention, and we regret any frustration you may have experienced [redacted] ***, of our USAA Federal Savings Bank (FSB) staff, was unable to reach you to discuss this matterHowever, she contacted Mr [redacted] to confirm that the credit cards were closed and that he will not be held responsible for the unauthorized accountsHe was thankful for the telephone call and the explanation of our actionsShould you have any further questions, Ms [redacted] remains available to assist you, and she can be reached at [redacted] or [redacted] , Extension ***We appreciate you allowing us to reply to youSincerely, [redacted] ***
March 19, Mrs [redacted] Complaint ID #: [redacted] Dear Mrs [redacted] : I am responding to your submission regarding your auto loan with the USAA Federal Savings Bank (FSB) [redacted] , of our staff, was unsuccessful in reaching you to discuss your concerns Mr [redacted] confirmed your correspondence was received on February 13, 2018; however, our Bankruptcy team does not place outbound callsWhen you attempted to contact the Bankruptcy team on March 8, 2018, the phone line was closed due to a department meeting Hold times may vary when waiting to speak with a specialized department, and we regret any frustration or inconvenience you experienced as a result The auto loan was charged off in October under USAA’s bankruptcy guidelines; as such, the loan will be assigned to an external collection agency The agency will contact you directly to discuss repayment options If you have additional questions, Mr [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: How have you come to the conclusion that this is reporting accurate? I want validation that the debt is mineIf that can not be provided it needs to be removed from the report Regards, [redacted]
October 6, Sergeant [redacted] ***, USAComplaint ID #: [redacted] Dear Sergeant Woods: I am responding to your submission regarding your USAA Federal Savings Bank (FSB) checking account Thank you for speaking with [redacted] , of our staff, who confirmed that that there is no evidence of account takeover; therefore, the decision by our fraud department stands and you remain liable for the overdrawn balance on your account I understand that Mr [redacted] explained that the FSB does not offer a payment program; however, you may send guaranteed funds until the balance is paid in full If you have any additional questions, Mr [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted]
August 14, [redacted] Dear Mrs***: I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB), and I regret any inconvenience you experiencedPlease note that the FSB does not send notices that a deposit account has been charged off if the balance is below $25.00, as in your case However, it is our business practice to send a notice to the accountholder prior to an account being charged off if the account is overdrawn Our records indicate that you had elected to receive all bank documents online during the time frame the transactions in question took place After thoroughly reviewing your situation and considering that you did not authorize the charges, a credit for $was issued to your account on July 31, 2015, which brought the balance in the closed account to $ Unfortunately, [redacted] , of our staff, was unable to reach you by telephone to discuss your request for a bank account and return of the $balance At your convenience, you may contact Ms [redacted] at [redacted] Thank you for allowing us to reply to you Sincerely, [redacted]
September 14, [redacted] Dear [redacted] ***: I am responding to your submission regarding a hold placed on the deposit made to your account with the USAA Federal Savings Bank (FSB) I regret the inconvenience this matter caused you Our records indicate that the funds were made available to you on September 4, We strive to balance the needs of our membership as a whole while being sensitive to our customers’ individual situations The hold policy is applied uniformly to all members and is in place to protect both you and USAA from potential losses As indicated in the FSB’s Depository Agreement and Disclosures (DAD), which is provided to all account holders and is available on usaa.com, all remote deposit capture deposits, including those made through Deposit@Mobile®, are subject to a hold USAA 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 the FSB, and such other factors as USAA, in its sole discretion, deems relevant Thank you for speaking with [redacted] ***, of our staff, who confirmed the hold was placed appropriately and in line with the DAD Therefore, we were unable to release the funds sooner as you requested I understand that Ms [redacted] provided you with alternative deposit options that would not be affected by the hold policy If you have any additional questions, Ms [redacted] remains available to assist youWe appreciate your allowing us to reply to you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:USAA has not given us any chances to prove that we did not do what we are accused ofI was told to get police report then reminded that if I do, it would be for our satisfaction only, they would not consider it and if I went and filed then I will be charged with filing a police reportUSAA calls and ask questions and when we prove they are wrong, it switches to another tactic and more accusationsNo moat term who I call to speak with, no one wants to hear our side or give us a chance to prove case, we are told that their decision is final and no matter who we contact or speak to the fact remains just thatThey originally closed case on Dec28,and when we decided not to open another account they had someone contact me saying whoever did it had no business and that as of Jan 5,are now going back and reopening account to charge usThey determined it was card cracking but felt we somehow participated in scam which we know nothing ofSome things were forgiven but if I'm not mistaking they are charging us with arm withdrawels Regards, [redacted] Regards, [redacted] ***
October 25, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] : I am responding to your submission regarding your deposit account with the USAA Federal Savings Bank (FSB)Thank you for speaking with [redacted] , of our staff, who thoroughly reviewed your account During your conversation with Ms [redacted] , she reiterated that our investigation determined you are liable for the account activity and the negative account balance FSB deposit accounts are governed by the Depository Agreement and Disclosures (DAD), which is provided to all account holders According to the DAD, “You are responsible for maintaining the confidentiality of your account authentication credentials (username, password, tokens, or other) and for restricting access to your devices capable of accessing your accounts If you provide authentication credentials to another person, any account or transaction activity by that person, or others who may receive your credentials due to your sharing, may be deemed authorized activity and you may be held responsible for that activity.” Furthermore, the DAD states that if you permit another person to use your personal identification number (PIN) or account number, you are responsible for all transactions conducted by that person If you have additional questions, Ms [redacted] remains available to assist youWe appreciate you allowing us to reply to you Sincerely, [redacted]
September 24, [redacted] Dear [redacted] : I am responding to your second submission regarding the Flexible Retirement Annuity (FRANN) policy with the USAA Life Insurance Company (USAA Life)We responded to your complaint on September 14, While we recognize that you disagree, we feel confident that the correct decision has been madeNo new information has been presented that would warrant a change in our positionIn addition, our records reflect that you responded to messages and spoke with [redacted] , of our staff, who provided you with options for withdrawals from the FRANN policy or transferring it to an external company, and that you decided to transfer itUSAA Life conducts business in keeping with USAA’s core values of service, loyalty, honesty, and integrityWe appreciate the opportunity to review your concerns againSincerely, [redacted]
May 13, [redacted] Dear [redacted] : I am responding to your submission regarding an automobile loan with the USAA Federal Savings Bank (FSB), and I regret any frustration you have experienced as we make every effort to inform all applicants when they are listed on a loan with the FSBThank you for speaking with [redacted] , of our FSB staff, about your concernsAs she stated, we thoroughly reviewed your situation and determined that you remain liable for the outstanding loan balanceTherefore, we respectfully decline your request to have your name removed from the loan or to update the reporting of the account with the consumer reporting agenciesIf you have any further questions or concerns, Ms [redacted] remains available to assist you and can be reached at [redacted] Thank you for allowing us to reply to youSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: They have it listed as a Repo on my credit Regards, [redacted] ***
November 20, 2015Mr [redacted] * [redacted] Complaint ID #: [redacted] Dear Mr [redacted] :I am responding to your second submission regarding the release of the title for your automobile loan with the USAA Federal Savings Bank We responded to your complaint on November 9, 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]
July 31, [redacted] Dear [redacted] : I am responding to your submission regarding your home mortgage experience When we discover that matters have not been handled to a member’s satisfaction, we appreciate the opportunity to review our actions and to work towards a solution, as you allowed us to do Our employees are expected to be knowledgeable and to respond to our members in a timely manner, and I apologize that this was not what occurred Thank you for speaking with [redacted] , of our staff, about your concerns Ms [redacted] identified several opportunities with the handling of your mortgage and coaching was provided to those involved to prevent a similar situation from occurring in the future With regard to your request for a refund of your loan fees, Ms [redacted] will be in contact with you once a decision has been reached [redacted] , thank you for your service to our country and for allowing us to further review the matter and respond to you Sincerely, [redacted]