Consumer complaint received 2024-02-01
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
Correspondence to MISSOURI ATTORNEY 's XXXX XXXX : I have spent hours upon hours calling USAA to discuss with the CEO Advocacy officer, XXXX XXXX, my concerns of extremely poor customer service regarding the return of nearly {$14000.00} ESCROW dollars that were falsely disbursed on XX/XX/XXXX and XX/XX/XXXX ; {$6900.00} demanded as a DUPLICATE POLICY PAYMENT TO USAA. Today I was given XXXX, ext XXXX to reach XXXX XXXX, and that number looped me round and circles, and no one answered. 

With all due respect, I believe I will call USAA representatives, XXXX. XXXX and XXXX XXXX, the XXXX XXXX XXXX, XXXX XXXX XXXX. They collectively misrepresented facts and truths! The bottom line, however, is my USAA homeowners premium is paid out annually through XXXX XXXX XXXX Account. An escrow account that I, alone, contribute to each month. My XXXX  escrow account is not a USAA account. It is not a personal account. It IS a mandated escrow account so I could purchase my home. It's a fact that I have XXXX control of said escrow account. It's a known fact that ~ {$6900.00} was distributed from said escrow account on XX/XX/XXXX and AGAIN, XXXX XXXX XXXX  after USAA sent a 2nd invoice for same policy and demanded payment totaling nearly {$14000.00} in 2 weeks OVERDRAWING. It's a fact that nearly 2 months after conservations were held between myself and USAA and/or conferenced calls between XXXX XXXX XXXX XXXX and USAA that NOTHING HAS BEEN DONE TO MAKE AN HONEST ATTEMPT TO RETURN THE FUNDS AS QUICKLY AS FUNDS WERE FALSELY DISBURSED TO USAA. It is a fact that my USAA homeowner 's policy is NOT paid as a cycle from my personal account, but is held in a mandatory escrow account with XXXX XXXX. USAA 's representatives continue to compare and reference refusing to return ESCROW because of my " Auto Insurance Policy Premium '' that is paid from personal account and that I alone have control over distributions and payments. And, yes, this is paid monthly. 

My complaints : 1 ) WHY IS MY ESCROW ACCOUNT BEING HELD XXXX AS AN AUTOMOBILE 'CYCLE ' PAYMENT WHEN IT IS AN ANNUAL DISBURSEMENT FROM ESCROW? 

2 ) WHY HAS SUCH A FIGHT INSUED BETWEEN TWO MULTI-BILLION DOLLAR FINANCIAL INSTITUTIONS WITH ME, THE LITTLE VETERAN/BUSINESS WOMAN CAUGHT IN THE MIDDLE? 


XXXX ) WHY NOT JUST BE A GOOD FAITH FINANCIAL INSTITUTION AND PUT THE MONEY BACK WHEN BROUGHT TO YOUR ATTENTION XXXX XXXX XXXX YOU KNOW IF WAS FALSELY TAKEN OUT! 


4 ) THIS IS PERSONAL TO ME, SO SHAME ON THEM FOR BEING BAD BUSINESS REPS WHO MISREPRESENT FACTS AND LIE TO AG Office! USAA claims they can't reach me?? 

Let me share what happens EVERY time I made a USAA call. I get passed around from one rep to the next, with each rep telling me I've already been verified and so grateful for my verification cooperation! Yet EVERY USAA Agent continues to demand I must verify a plethora of security information before conversations commence. A verification ' includes : XXXX ) My Legal name XXXX ) My Social security number/Member number XXXX ) My PIN When inquiring about homeowners policy/insurance, I must also confirm XXXX ) My Physical and insured address, which is on file When verifying call back number, or additional security information, I am required to confirm XXXX ) MY Cell Phone number, which is on file And, for those XXXX, XXXX XXXX XXXX XXXX complaints, I provided the majority of the above verification, with the exception of providing my social security number, PLUS XXXX ) my email address, which is also on file. 

Yet money can leave my escrow account without verification of a withdrawal and not question or find it odd that a very similar payment amount had already been processed just 6 days prior to receiving my call? 

What is overwhelmingly interesting, is the fact how easy it was for USAA representatives to call me when USAA wanted my business and to 'discuss my XXXX XXXX DOLLAR HOME OWNER 's POLICY and my XXXX XXXX and XXXX XXXX XXXX XXXX POLICIES '. And apparently CEO 's Advocacy Adviser XXXX XXXX XXXX reported to XXXX XXXX he couldn't reach me to discuss this concern and omplaint? Please, make it make sense? 

Just so XXXX XXXX is made aware, the cell number I provided is not only my cell number on file with USAA, BUT, it is also my physician cell number. THE cell number that I, a full-time practicing anesthesiologist with a XXXX work week, have provided to ALL anesthesiologists, surgeons, XXXX and XXXX in XXXX, intraop and post op areas at the hospital so they can reach me regarding my patients. This professional cell phone is on XXXX and 365 days a year! I NEVER shut it off. Interestingly enough, none of my colleagues have ever stated they " couldn't reach me ''. But that high-ranking XXXX XXXX XXXX within USAA claims XXXX hasn't been able to reach me? I seriously doubt that! 

The FACTS are no one from USAA, especially XXXX XXXX has called my verified and confirmed cell number or left me a voice message, or sent a text with instructions to return their call. 

I am a CONSUMER requesting PROTECTION AND ANSWERS as to how all of the above information provided is considered acceptable banking practice? It's XXXX, and I watched those escrow funds leave my account in I'm certain a XXXX second electronic click of a keyboard '. And here it is nearly 2 months later and USAA representatives have the audacity to respond to the ATTORNEY GENERAL OFFICE with lies, dishonesty, untruths and misrepresentation of conversations held to the ATTORNEY 's XXXX XXXX. How is this allowed? 

Good faith and honest businesses would comprehend those funds should have been immediately returned upon learning they were erroneously and falsely withdrawn and received. FACT! 

As a consumer, I honestly don't feel any of this should have been my burden to bear or the recipient of bad banking business practice. If a USAA representative doesn't comprehend a change in USAA policies and/or doesn't comprehend the potential chaos that can ensue with policy changes ; perhaps USAA should XXXX who talks to high end consumers? I say this because when I made that original call on XX/XX/XXXX to move up date of policy activation from XX/XX/XXXX to XX/XX/XXXX, I was adamant and asked NOT TO CHANGE THE POLCIY DATE IF I WOULD INCUR CHAOS ; I WORK TOO MANY HOURS!! ; I DON'T HAVE THE TIME!! ; I DON'T HAVE THE ENERGY to deal with chaos at the moment!! He assured me, my {$1.00} XXXX DOLLAR homeowner 's insurance policy activation change wouldn't be a difficult transaction. Hours upon hours of trying to remedy a USAA rep to return my money has been filled with anger and resentment for failure to receive an adequate and fair response of my money taken. 

And here we are... still USAA 's refusal to return escrow funds, return my phone calls, or forward those emails XXXX claims he's been sending.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation