Consumer complaint received 2017-03-22
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
Summary : On XX/XX/XXXX, USAA, our bank of 24+ years, suddenly and without any reason given, closed our savings, checking and credit card accounts. It took filing a complaint with CFPB to finally get a reason, which is a case of mistaken identity or possibly stolen identity. Regardless, after dealing for 2-months with USAA to get our bank statements, we discovered that they did not keep our auto-payment for the credit card in effect so now they are charging us finance charges and late fees, which we want removed. 

XX/XX/XXXX. I went to deposit a check and could n't get online. I called USAA 's help line and was informed that our bank accounts and credit cards were closed and that I 'd have no online access to and records, statements, insurance documents, etc. No reason was given for cancelling our accounts after 24 years of being a USAA member. We were told we 'd get the money from our accounts in 30-days, the reason for that long was they would handle all charges, credits, etc. 

Accounts effected : USAA Visa Card USAA Savings Account USAA Checking Account USAA Line of Credit USAA Homeowners Insurance USAA Auto Insurance USAA Life Insurance Policy for XXXX USAA Life Insurance Policy for XXXX It 's important to note that all our billable accounts were set up for automatic payment from our USAA checking and/or savings accounts. This had been the case for at least 10-years. 

XX/XX/XXXX. We finally received our checks, much longer than 30-days that we were told. We received no statements, no invoices, no bills, and no documentation for any of the above accounts, as all were set up for electronic download. But since I could not get online to retrieve, we had no way to balance our accounts and had no idea what may have been paid or what was n't paid. We received no phone calls or messages or email communications during this period. 

XX/XX/XXXX. I contacted USAA to request statements. I had to contact each department separately - banking, Visa card and insurance. They could not email me, only fax or mail. I received some statements but not all so I had to contact them again to send all statements so I could reconcile our accounts. 

XX/XX/XXXX. After finally receiving the hard copy statements, I manually entered in all charges into our accounting software ( XXXX ). Previously, this was all accomplished via downloading transactions. By the time I entered in all the transactions and reconciled our accounts ( 4 days ), I realized that USAA did not pay the credit card via auto-pay. No phone calls, no communication at all from USAA. But what our Visa statement did include was finance charges and late fees for three months. In addition to the Visa card typically being paid via auto-pay, I would also transfer into the checking account money from my business ( reimbursements for expenses and salary ), which was n't possible because I had no online access. We also have more than {$1000.00} worth of XXXX ( from Visa charges ) that could be put towards any balance, but was n't.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief