Consumer complaint received 2023-06-02
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
SInce XX/XX/XXXX, I have been trying to update my beneficiary ( POD ) with all my USAA banking accounts. This is due to me getting married last month as well as an upcoming major XXXX I will undergo. I want to get my affair in order, just in case. After numerous attempts through online chat and phone calls, I am getting nowhere. 

On XX/XX/XXXX, I managed to reach an online chat agent who sent to me a " XXXX XXXX XXXX '' form that I needed to fill out and return. After reviewing the form, it didn't seem right so I contacted an online chat representative later that same day. This representative informed me that I had been previously misinformed and I could go online to my account page and update the beneficiary ( POD ) there. 

I attempted to update my POD online. The online banking site informed me I could not update my POD online and should call USAA directly. After two calls of being misdirected to the wrong support staff, I reached a customer support representative. This representative attempted to update my POD with my accounts but informed me the, 'system is down ' and to call back later. That representative informed me that, despite me having previously designated my brother as POD over a decade ago, I have no current POD designated. 

ON XX/XX/XXXX, I managed to reach a USAA representative by phone ( after a 32 minute hold ). That representative tried to update my POD for me but came back and read to me from her computer terminal, " software unavailable at this time ''. We were unable to complete the action. The representative reaffirmed to me that USAA has no record of me having designated a POD to my accounts. I recall having done so around XXXX. 

On XX/XX/XXXX, I recieved a telephone call from someone representing themselves as a customer support representative from the USAA " CEO 's office ''. I explained my situation and she was apologetic and said she would complete my request for designation of a POD on my accounts. After being on the liine for more than 30 minutes, she came back to me and said she was unable to complete my request. She stated she would need to transfer me to another department and asked if my spouse ( the new POD designee ) would be available to 'answer questions '. I became suspicious. 

I also discussed with this representative that the existing POD on my accounts had mysteriously dropped from my accounts in XX/XX/XXXX. I had researched this from my old statements to confirm that, in fact, my brother had been designated as POD up until XX/XX/XXXX but had mysteriously dropped off after that date. This was without my action or me being notified. 

The representative placed me on hold and further researched. She came back and said she discovered my brother as POD had vanished after XX/XX/XXXX ( I had found it to be XX/XX/XXXX ; not sure of the discrepancy ). We ended the call with the USAA repXXXX directing me to call back and ask for a different department. I no longer have confidence in USAA 's ability to help me. 

Most troubling - I have gone years without a beneficiary ( POD ) on my accounts when I had expressly designated one. They dropped my POD unilaterally without telling me.

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