Consumer complaint received 2022-02-13
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Dispute started on XXXX XXXX, when a USAA employee refused to provide a copy of our auto insurance card to enable Dealership to expedite the issue of a loaner vehicle, since the recall repair will take longer than originally planned. The circumstances were explained to the individual named XXXX, and more than sufficient information was provided with more offered specific to my identity as the policyholder, i.e., full name, address, telephone number, year and make of vehicle in service and name of Dealership she can email a copy of the current insurance ID card. She refused and threatend to hang up while I try to continue to convince her of the situation. I asked to speak to a Manager she refused to connect me to one. The two employees at the counter were witnesses to my frustration with this XXXX with their unbelieving facial expressions and offered to speak to the employee. 

Sent a written complaint to USAA, with copies to top level management including the CEO. No response, no apology. Instead, they placed a BLOCK on our USAA issued credit cards and an attempt to use one XXXX was declined. I cut the cards into pieces and trashed them. We also canceled our home and auto insurance policies, at which time also discovered that our collision coverage for the XX/XX/XXXX XXXX was deleted without our knowledge, without notice and disguised with a small decrease in total premium that insurance companies were doing due to less traffic and the pandemic. 

I sent a detailed statement and a demand for a refund of two policy periods of overbilling and the unused prepaid portion of canceled auto policy. Also proposed that they use the credit and total refund owed to me and use that to pay the {$330.00} card balance and send me the remaining credit balance as a refund check. 

As of this writing USAA have not taken any steps to resolve this issue. USAA continue bill me for the {$330.00} XXXX account with interests. When the bottom line is USAA owes us a refund of {$120.00}. should a basically knowledgeable accountant can make a bookkeeping entry of debiting the insurance account and crediting the XXXX account and refunding or billing the difference as applicable. 

I also informed USAA to close all my accounts that have terminated our business relationship. They ignore this also, we continue to receive advertising and promotional offers on different subjects, such as retirement, financial management, use of credit cards. USAA marketing to the military and military community is not well organized and to me have a prevailing culture of incompetence in the organization with perceivable corruption at the very least in their insurance operations. These compounding issues have not been addressed by Management going on seven ( 7 ) months

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