Consumer complaint received 2023-11-08
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AR
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On Friday, XX/XX/XXXX, I attempted to transfer funds to my USAA Regular Savings account which I have had since XXXX via their online website. I was unable to locate the account on their website in order to perform the transaction which seemed very strange to me. I contacted USAA and spoke to a Representative that was very confused as to what is going on. I explained to him that the account has a balance of approx. {$6400.00} and the last activity was on XX/XX/XXXX in which I had my 6 month annual auto insurance premium automatically taken out of the savings account. When talking through the issue, the Customer Service Representative acknowledged that the last statement I received, dated XXXX XXXX, had the correct balance but he had no idea where the account was and why I didn't have access to the account. We then identified that there was communication that was sent to me on XX/XX/XXXX that indicated USAA was sorry to hear of the loss of my deceased wife and she has now been removed from the account. ( Note my wife passed away XX/XX/XXXX of XXXX - more than 9 years ago ). Note that the name of the account is in the name of my trust whereas I am the sole trustee. I also received documentation on XXXX XXXX, XXXX indicating a change of address which reflected my correct address which had been changed back in XX/XX/XXXX and all statements received since have reflected the correct address. The Cust. Serv. Representative contacted his supervisor and after several minutes came back on the line and advised that the " back office team '' had been doing clean up work and never completed the job. He then proceeded in indicating that the issue would be resolved n 3-5 days because of the weekend. I was pleased with the help and felt I received good Cust. service although was very concerned as to why I did not have access to my funds. 

On Monday XXXX at approx. XXXX XXXX XXXX I checked online and still no access to the account. I contacted USAA Cust Service again and was escalated to Membership Resolution team. I was told by the representative that there was a maintenance issue and that would take 10 days to resolve and I should have a response by XXXX XXXX. When I indicated that was unacceptable, I was informed that those were the " Policies and Procedures '' of USAA and nothing else could be done. I asked for USAA to contact me daily for an update and the Representative indicated she would mention that in the complaint but that it's doubtful I would receive any communication. The representative had no empathy towards the situation. 

On XXXX XXXX at approx. XXXX XXXX XXXX, I noticed still no resolution and contacted USAA again for an update and was transferred to the Membership Resolution Team. I was informed at that point that the issue was that USAA removed my deceased wife and when doing so removed access to the account on line for me as well. He informed me that he has seen this a few times in the past and it was an easy fix " as simple as just turning on a light ''. When I pressed as to why then would it take this long to resolve I was informed that the back office may be very busy and it typically should only take 2-3 business days but it may take all the way up to XXXX XXXX for me to gain access. the Representative did reflect empathy towards the situation and provided me some comfort as to what the issue was and that it was an easy fix. 

I find it unacceptable that a company of the size and strength of USAA would take several days to resolve an issue which was caused internally and not provide access to a Customers funds. I also find it unacceptable that no contact has been initiated by USAA on this issue and although most of the representatives that I have spoken with showed empathy towards the situation, one of the Senior Representatives did not and decided the best thing to do would be to mention Policies and Procedures. The issue is still not resolved, I still do not have access to my funds and I find that very concerning.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with non-monetary relief