Consumer complaint received 2023-10-27
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Fees charged for closing account

Complaint:
XXXX XXXX I began the process of trying to remove myself from a joint savings and checking account with my XXXX whom I have a XXXX XXXX against I was removed from the savings account, but the checking account took 3 months for them to finally close the account after the account kept dipping into the negative balance due various circumstances. ect.

I brought the account to a positive standing out of my own pocket and was promised by one of the representatives that this would remove me from the account in 7-10 business days. I asked are you certain that this will remove me? What if the account holder makes a payment before the 10 day mark and puts the account into a negative balance again he reassured me that it would remove me after I had completed the voluntarily removal form online. Which I did. 

The following day the account dropped into the negatives which was my exact concern. I called back and asked if I was still being removed from the account and they said I was. 

After 10 days I was still not removed so I called back and was told that the request to be removed could not be processed due to the account going into the negatives. Even though I had been told that this would not be an issue. 
I explained the information I had been provided previously, and then was told well you were given misinformation More Misinformation was given to me through the course of 3 months of phone calls. 

I spent several hours on each phone call and was given a very obnoxious run around by very Ill-trained employees and even by supervisors who seemed to all say different things and act completely confused by their own policies. 

I also asked that I be provided with all of the recorded phone calls and notes that were taken throughout the time I spent speaking with people and no records were provided to me.

I filed a complaint with CFPB and shortly afterwards, the joint account with the account holder was magically closed. I was confused by this because I was told that I would need to be the one to call back to finally close the account once the account had been in a positive standing for 24hours. The account finally had been in a pod Ive standing for 24 hours, so I planned to call USAA to initiate the process to close the account, however the account was somehow already closed without my authorization. 
Although this was something I wanted done, This was still extremely confusing to me. 

Someone from usaa tried to call me after I filed my last complaint, however I was wondering at that point. I tried to call back at the number and extension that was provided, but no one responded. 

I requested to be compensated for the full amount of funds that I paid out of my own pocket to bring the account to a positive standing. And compensation for the multiple hours that I spent on hold or on the phone with representatives that were oblivious to knowing how to do their jobs. 
I was told this was not something that could be done.

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