July 25, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] I am responding to your submission regarding the selling of your propertyI regret the frustration this situation caused you Thank you for speaking with [redacted] of our staff Unfortunately, we are unable to determine the member involved and cannot discuss our members’ information due to privacy reasonsIf you have further questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
January 12, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding deposit holds with the USAA Federal Savings Bank (FSB)Our records confirm that you filed inquiries about this matter with the Consumer Financial Protection Bureau (CFPB) and the Office of the Comptroller of the Currency (OCC)The FSB will respond to the CFPB and OCC inquiries accordinglyThank you for the opportunity to replySincerely, [redacted]
April 10, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] I am responding to your submission regarding the addition of authorized users on your USAA Classic checking accountI regret the frustration this situation caused you A subsequent review of your account was completed, and I understand that you were able to successfully add both family members to your account after speaking with a representative through our chat featureIf you have additional questions, [redacted] , of our staff, remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
May 22, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the deposit account fees with the USAA Federal Savings Bank (FSB)It is important to note that the FSB acts in accordance with regulations, the FSB’s Depository Agreement and Disclosures (DAD), and our core values of service, loyalty, honesty, and integrity, and we reject your allegations of unethical and shady billing practicesPlease know, the Service Fee Schedule that accompanies the DAD, which is provided to all account holders and available for your review on usaa.com, describes the $per hour research fee and the non-USAA ATM fees for withdrawals within the monthly statement cycleThank you for speaking with [redacted] ***, of our FSB staff, about your concernsI understand that she waived the research and copy fees, as a one-time courtesy, submitted your request for specific funds transfers, and explained the benefits of the USAA Money ManagerIn addition, the feedback you provided regarding the ATM locator has been shared with management for further reviewShould you have any additional questions about any of these matters, Ms [redacted] remains available to assist youThank you for the opportunity to review your concerns and respondSincerely, [redacted]
October 25, Major [redacted] , USAF (Ret.) Complaint ID #: [redacted] Dear Major [redacted] : I am responding to your submission regarding your automobile policy I understand you spoke with [redacted] , of our staff, who confirmed your BMW was removed effective March 20, 2016, or the day after the loss occurredIn addition, Mr [redacted] confirmed that your auto policy premium adjusted to reflect the removal of the vehicle I regret any frustration this situation caused you, and I hope that this reply reassured you that your satisfaction is important to usIf you have additional questions, Mr [redacted] remains available to assist you We appreciate you bringing this matter to our attention and allowing us to respond Sincerely, [redacted]
August 11, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding the hold placed on your recent depositWe regret any frustration you experienced, and we appreciate the opportunity to clarify our actions It is important to note that the USAA Federal Savings Bank (FSB) acts and handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to all account holders when they establish a deposit account and is available for review on usaa.comThe DAD states the FSB can place a hold on funds for up to seven business days from the date of depositIn some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant Thank you for speaking with Sandra Moreno, of our staff, who thoroughly researched your concerns and confirmed that the hold was appropriate and there were no fees charged to your account as a result of the holdPlease note that to avoid holds in the future, you may consider utilizing direct deposit or wire transfers Thank you for allowing us to reply to you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: USAA is lyingI received no notice on my account whatsoeverTherefore USAA's actions are in violation of the FDCPA Regards, [redacted] ***
January 8, 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, 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, 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, [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
November 10, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding text message authentication Thank you for speaking with [redacted] ***, of our staff, who assisted with setting up a CyberCode TokenUnfortunately, she was unsuccessful in reaching you for further instructionsIf 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: When a your customer issues a bad check, it is a violation of the law As the person whom the check was written to, I have the right to prosecute The first step in the legal process is to protest the check in court, which REQUIRES a certificate of protest from the bank In any bank I've ever dealt with, this has been a five minute process USAA is aiding their customer in the CRIMINAL ACT of check fraud Issuing a bad check is a class B misdemeanorS Issuing a bad check; presumptionsWhen the drawer of a check has insufficient funds with the drawee to cover it at the time of utterance, the subscribing drawer or representative drawer, as the case may be, is presumed to know of such insufficiencyA subscribing drawer or representative drawer, as the case may be, of an ultimately dishonored check is presumed to have intended or believed that the check would be dishonored upon presentation when: (a) The drawer had no account with the drawee at the time of utterance; or (b) (i) The drawer had insufficient funds with the drawee at the time of utterance, and (ii) the check was presented to the drawee for payment not more than thirty days after the date of utterance, and (iii) the drawer had insufficient funds with the drawee at the time of presentationDishonor of a check by the drawee and insufficiency of the drawer`s funds at the time of presentation may properly be proved by introduction in evidence of a notice of protest of the check, or of a certificate under oath of an authorized representative of the drawee declaring the dishonor and insufficiency, and such proof shall constitute presumptive evidence of such dishonor and insufficiency Regards, [redacted]
June 15, [redacted] Dear [redacted] ***: I am responding to your submission regarding your deposit account with the USAA Federal Savings BankWe apologize for any inconvenience you experienced when a hold was placed on your May 29, 2015, funds transferWe discovered a system issue that was placing a hold on scheduled or post dated funds transfers and have since corrected this matter [redacted] ***, of our staff, confirmed that the hold was released on June 3, If you have any additional questions, Ms [redacted] remains available and can be reached at [redacted] Thank you for allowing us to reply to youSincerely, [redacted]
October 9, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your recent consumer loan experienceI regret that we did not meet your service expectations as we make every effort to ensure our members’ accounts are serviced efficiently and accurately Thank you for speaking with [redacted] , of our staff, who thoroughly reviewed your concernsUSAA will submit a request to remove the September 2, 2017, credit inquiryWe ask that you allow to days for the information to be updated with the consumer reporting agenciesAs Ms [redacted] explained, the annual percentage rate (APR) is appropriate, and we respectfully decline your request to reduce the APR for this loanAdditionally, we are unable to make an exception for the Florida Documentary Stamp Tax as it is a state regulated fee We appreciate you allowing us to reply to you Sincerely, [redacted]
January 22, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your automobile loanWe strive to provide quality service to our entire membershipWhile we regret any frustration or inconvenience you experienced, it is important to know that the USAA Federal Savings Bank acts in accordance with our core values of service, loyalty, honesty, and integrity and does not engage in deceptive practicesWe appreciate you speaking with [redacted] , of our staff, who thoroughly reviewed your situationAs a result, the rate of your loan was adjusted to 1.99% effective the November 11, 2015, loan dateShould you have any questions, Ms [redacted] remains available to assist youThank you for allowing us to reply to youSincerely, [redacted]
October 26, 2015Ms [redacted] Complaint ID #: [redacted] Dear MsPercell: I am responding to your submission regarding the joint checking account with the USAA Federal Savings Bank (FSB) Our records reflect that between June and June 27, 2015, five checks totaling $4,were deposited into your joint checking account ending in via Deposit@Mobile® This required the use of Ms [redacted] confidential lcredentials, which had not been changed Holds were placed on $2,of the deposited amounts However, available funds totaling $1,were depleted through Automated Teller Machine (ATM) withdrawals using Ms [redacted] debit card PIN, which also had not been changed According to 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 on June 27, 2015, and the account was placed in a restricted status The next day, Ms [redacted] contacted the FSB and advised that her wallet had been stolen Ms [redacted] was informed that the account was currently under review and that she may responsible for the account activity By July 1, 2015, all five deposits had returned [redacted] , of our staff, was unsuccessful in speaking with you to explain that as a result of our investigation, you and Ms***, as joint account holders, remain responsible for the negative account balance Ms [redacted] was previously advised of this decision in a letter dated July 8, Should you have any further questions about this matter, MsHoover remains available and can be reached at [redacted] or ( [redacted] , Extension [redacted] Please note that the FSB acts in accordance with federal regulations and our core values, and we reject your allegations of impropriety Thank you for allowing us to research this matter and respond to you Sincerely, [redacted]
December 30, Senior Master Sergeant [redacted] , USAF (Ret.)Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding your deposit and credit card accounts I apologize for the frustration and inconvenience this matter has caused youBe assured that your experience was shared with our management team to ensure the situation is not repeatedI understand [redacted] , of our staff, reviewed your credit card account, on December 28, 2016, and refunded the finance charges assessed on the cash advances in November and December In addition, to prohibit any further interest on the cash advances, Mr [redacted] submitted an order to reverse the cash advances totaling $3,from your checking account to your credit card account Please ensure the checking account maintains a sufficient balance for this action to occur If you have further questions, Mr [redacted] remains available to assist youSergeant [redacted] , while we understand the reason you chose to close your accounts, we hope you’ll allow us the opportunity to regain your trust in the future 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
July 7, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your auto loan, and I regret any frustration this situation may have caused you Our records show that on June 27, 2017, we reduced your loan rate to the appropriate 4.24%If you have additional questions, [redacted] , of our staff, remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
May 22, [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your loan request with the USAA Federal Savings Bank (FSB) We regret any frustration or inconvenience this matter caused you Thank you for corresponding with [redacted] ***, of our FSB staff, who explained that a thorough review of your application confirmed your loan decision was appropriate It is important to know that the FSB follows fair lending guidelines and applies underwriting procedures consistently and uniformly to all applications In addition, the FSB acts in accordance with our core values of service, loyalty, honesty, and integrity, and we respectfully decline your request to remove all advertising information [redacted] , our decisions are not made without careful consideration and sometimes that involves delivering news which we know our members may find disappointing We appreciate your service to our country and the opportunity to respond to you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:You said you contacted me on 9/28, which I have no record ofAll the documentation you requested was provided and the reason you gave me for denying my loan is a LIEYou offered to resubmit my loan which, to me, means you had enough information to process it the first timeAlso, you removed my review on your website for "not meeting standards" but I feel everything in my review was the truth and factual.Customers should not have to resort to filing complaints to be heard so I will be taking my business elsewhere and I definitely will not recommend your business to anyone I know 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 meHowever, that doesn't change the fact that I only got action when I complained to the Revdex.com, after many frustrating conversations with the business I hope they will continue to deal with the consumer service failings that led to the complaint in the first place Regards, [redacted]
July 25, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] I am responding to your submission regarding the selling of your propertyI regret the frustration this situation caused you Thank you for speaking with [redacted] of our staff Unfortunately, we are unable to determine the member involved and cannot discuss our members’ information due to privacy reasonsIf you have further questions, Mr [redacted] remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
January 12, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding deposit holds with the USAA Federal Savings Bank (FSB)Our records confirm that you filed inquiries about this matter with the Consumer Financial Protection Bureau (CFPB) and the Office of the Comptroller of the Currency (OCC)The FSB will respond to the CFPB and OCC inquiries accordinglyThank you for the opportunity to replySincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
April 10, Ms [redacted] Complaint ID #: [redacted] Dear Ms [redacted] I am responding to your submission regarding the addition of authorized users on your USAA Classic checking accountI regret the frustration this situation caused you A subsequent review of your account was completed, and I understand that you were able to successfully add both family members to your account after speaking with a representative through our chat featureIf you have additional questions, [redacted] , of our staff, remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
May 22, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding the deposit account fees with the USAA Federal Savings Bank (FSB)It is important to note that the FSB acts in accordance with regulations, the FSB’s Depository Agreement and Disclosures (DAD), and our core values of service, loyalty, honesty, and integrity, and we reject your allegations of unethical and shady billing practicesPlease know, the Service Fee Schedule that accompanies the DAD, which is provided to all account holders and available for your review on usaa.com, describes the $per hour research fee and the non-USAA ATM fees for withdrawals within the monthly statement cycleThank you for speaking with [redacted] ***, of our FSB staff, about your concernsI understand that she waived the research and copy fees, as a one-time courtesy, submitted your request for specific funds transfers, and explained the benefits of the USAA Money ManagerIn addition, the feedback you provided regarding the ATM locator has been shared with management for further reviewShould you have any additional questions about any of these matters, Ms [redacted] remains available to assist youThank you for the opportunity to review your concerns and respondSincerely, [redacted]
October 25, Major [redacted] , USAF (Ret.) Complaint ID #: [redacted] Dear Major [redacted] : I am responding to your submission regarding your automobile policy I understand you spoke with [redacted] , of our staff, who confirmed your BMW was removed effective March 20, 2016, or the day after the loss occurredIn addition, Mr [redacted] confirmed that your auto policy premium adjusted to reflect the removal of the vehicle I regret any frustration this situation caused you, and I hope that this reply reassured you that your satisfaction is important to usIf you have additional questions, Mr [redacted] remains available to assist you We appreciate you bringing this matter to our attention and allowing us to respond Sincerely, [redacted]
August 11, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding the hold placed on your recent depositWe regret any frustration you experienced, and we appreciate the opportunity to clarify our actions It is important to note that the USAA Federal Savings Bank (FSB) acts and handles deposits in accordance with the Depository Agreement and Disclosures (DAD), which is provided to all account holders when they establish a deposit account and is available for review on usaa.comThe DAD states the FSB can place a hold on funds for up to seven business days from the date of depositIn some instances, the FSB may make funds available sooner based on such factors as credit worthiness, the length and extent of your relationship with the FSB and its affiliates, transaction and experience history, and such other factors as the FSB, in its sole discretion, deems relevant Thank you for speaking with Sandra Moreno, of our staff, who thoroughly researched your concerns and confirmed that the hold was appropriate and there were no fees charged to your account as a result of the holdPlease note that to avoid holds in the future, you may consider utilizing direct deposit or wire transfers Thank you for allowing us to reply to you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: USAA is lyingI received no notice on my account whatsoeverTherefore USAA's actions are in violation of the FDCPA Regards, [redacted] ***
January 8, 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, 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, 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, [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
November 10, Ms [redacted] Complaint ID #: [redacted] Dear Ms***: I am responding to your submission regarding text message authentication Thank you for speaking with [redacted] ***, of our staff, who assisted with setting up a CyberCode TokenUnfortunately, she was unsuccessful in reaching you for further instructionsIf 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: When a your customer issues a bad check, it is a violation of the law As the person whom the check was written to, I have the right to prosecute The first step in the legal process is to protest the check in court, which REQUIRES a certificate of protest from the bank In any bank I've ever dealt with, this has been a five minute process USAA is aiding their customer in the CRIMINAL ACT of check fraud Issuing a bad check is a class B misdemeanorS Issuing a bad check; presumptionsWhen the drawer of a check has insufficient funds with the drawee to cover it at the time of utterance, the subscribing drawer or representative drawer, as the case may be, is presumed to know of such insufficiencyA subscribing drawer or representative drawer, as the case may be, of an ultimately dishonored check is presumed to have intended or believed that the check would be dishonored upon presentation when: (a) The drawer had no account with the drawee at the time of utterance; or (b) (i) The drawer had insufficient funds with the drawee at the time of utterance, and (ii) the check was presented to the drawee for payment not more than thirty days after the date of utterance, and (iii) the drawer had insufficient funds with the drawee at the time of presentationDishonor of a check by the drawee and insufficiency of the drawer`s funds at the time of presentation may properly be proved by introduction in evidence of a notice of protest of the check, or of a certificate under oath of an authorized representative of the drawee declaring the dishonor and insufficiency, and such proof shall constitute presumptive evidence of such dishonor and insufficiency Regards, [redacted]
June 15, [redacted] Dear [redacted] ***: I am responding to your submission regarding your deposit account with the USAA Federal Savings BankWe apologize for any inconvenience you experienced when a hold was placed on your May 29, 2015, funds transferWe discovered a system issue that was placing a hold on scheduled or post dated funds transfers and have since corrected this matter [redacted] ***, of our staff, confirmed that the hold was released on June 3, If you have any additional questions, Ms [redacted] remains available and can be reached at [redacted] Thank you for allowing us to reply to youSincerely, [redacted]
October 9, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your recent consumer loan experienceI regret that we did not meet your service expectations as we make every effort to ensure our members’ accounts are serviced efficiently and accurately Thank you for speaking with [redacted] , of our staff, who thoroughly reviewed your concernsUSAA will submit a request to remove the September 2, 2017, credit inquiryWe ask that you allow to days for the information to be updated with the consumer reporting agenciesAs Ms [redacted] explained, the annual percentage rate (APR) is appropriate, and we respectfully decline your request to reduce the APR for this loanAdditionally, we are unable to make an exception for the Florida Documentary Stamp Tax as it is a state regulated fee We appreciate you allowing us to reply to you Sincerely, [redacted]
January 22, [redacted] Complaint ID #: [redacted] Dear [redacted] : I am responding to your submission regarding your automobile loanWe strive to provide quality service to our entire membershipWhile we regret any frustration or inconvenience you experienced, it is important to know that the USAA Federal Savings Bank acts in accordance with our core values of service, loyalty, honesty, and integrity and does not engage in deceptive practicesWe appreciate you speaking with [redacted] , of our staff, who thoroughly reviewed your situationAs a result, the rate of your loan was adjusted to 1.99% effective the November 11, 2015, loan dateShould you have any questions, Ms [redacted] remains available to assist youThank you for allowing us to reply to youSincerely, [redacted]
October 26, 2015Ms [redacted] Complaint ID #: [redacted] Dear MsPercell: I am responding to your submission regarding the joint checking account with the USAA Federal Savings Bank (FSB) Our records reflect that between June and June 27, 2015, five checks totaling $4,were deposited into your joint checking account ending in via Deposit@Mobile® This required the use of Ms [redacted] confidential lcredentials, which had not been changed Holds were placed on $2,of the deposited amounts However, available funds totaling $1,were depleted through Automated Teller Machine (ATM) withdrawals using Ms [redacted] debit card PIN, which also had not been changed According to 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 on June 27, 2015, and the account was placed in a restricted status The next day, Ms [redacted] contacted the FSB and advised that her wallet had been stolen Ms [redacted] was informed that the account was currently under review and that she may responsible for the account activity By July 1, 2015, all five deposits had returned [redacted] , of our staff, was unsuccessful in speaking with you to explain that as a result of our investigation, you and Ms***, as joint account holders, remain responsible for the negative account balance Ms [redacted] was previously advised of this decision in a letter dated July 8, Should you have any further questions about this matter, MsHoover remains available and can be reached at [redacted] or ( [redacted] , Extension [redacted] Please note that the FSB acts in accordance with federal regulations and our core values, and we reject your allegations of impropriety Thank you for allowing us to research this matter and respond to you Sincerely, [redacted]
December 30, Senior Master Sergeant [redacted] , USAF (Ret.)Complaint ID #: [redacted] Dear Sergeant [redacted] : I am responding to your submission regarding your deposit and credit card accounts I apologize for the frustration and inconvenience this matter has caused youBe assured that your experience was shared with our management team to ensure the situation is not repeatedI understand [redacted] , of our staff, reviewed your credit card account, on December 28, 2016, and refunded the finance charges assessed on the cash advances in November and December In addition, to prohibit any further interest on the cash advances, Mr [redacted] submitted an order to reverse the cash advances totaling $3,from your checking account to your credit card account Please ensure the checking account maintains a sufficient balance for this action to occur If you have further questions, Mr [redacted] remains available to assist youSergeant [redacted] , while we understand the reason you chose to close your accounts, we hope you’ll allow us the opportunity to regain your trust in the future 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
July 7, Mr [redacted] Complaint ID #: [redacted] Dear Mr [redacted] : I am responding to your submission regarding your auto loan, and I regret any frustration this situation may have caused you Our records show that on June 27, 2017, we reduced your loan rate to the appropriate 4.24%If you have additional questions, [redacted] , of our staff, remains available to assist you We appreciate you allowing us to reply to you Sincerely, [redacted] ***
May 22, [redacted] Complaint ID #: [redacted] Dear [redacted] I am responding to your submission regarding your loan request with the USAA Federal Savings Bank (FSB) We regret any frustration or inconvenience this matter caused you Thank you for corresponding with [redacted] ***, of our FSB staff, who explained that a thorough review of your application confirmed your loan decision was appropriate It is important to know that the FSB follows fair lending guidelines and applies underwriting procedures consistently and uniformly to all applications In addition, the FSB acts in accordance with our core values of service, loyalty, honesty, and integrity, and we respectfully decline your request to remove all advertising information [redacted] , our decisions are not made without careful consideration and sometimes that involves delivering news which we know our members may find disappointing We appreciate your service to our country and the opportunity to respond to you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:You said you contacted me on 9/28, which I have no record ofAll the documentation you requested was provided and the reason you gave me for denying my loan is a LIEYou offered to resubmit my loan which, to me, means you had enough information to process it the first timeAlso, you removed my review on your website for "not meeting standards" but I feel everything in my review was the truth and factual.Customers should not have to resort to filing complaints to be heard so I will be taking my business elsewhere and I definitely will not recommend your business to anyone I know 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 meHowever, that doesn't change the fact that I only got action when I complained to the Revdex.com, after many frustrating conversations with the business I hope they will continue to deal with the consumer service failings that led to the complaint in the first place Regards, [redacted]