Consumer complaint received 2023-10-10
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
I am writing to file a formal complaint against USAA Insurance regarding a persistent issue of overpayment that has persisted since XX/XX/2023. Despite my numerous attempts to address this matter with the bank, I have encountered significant challenges in resolving the issue to my satisfaction. 

Since XX/XX/2023, I have consistently been overpaying for my USAA insurance, which has led to undue financial hardship and frustration. While I have engaged in communication with the bank to rectify this situation, I remain dissatisfied with the resolution process.

Specifically, I would like to bring to your attention the following grievances : Lack of Transparency : USAA Insurance failed to provide adequate
documentation explaining the reasons behind the overcharges. I received a refund check without accompanying documentation, leaving me in the dark regarding the details of the transaction.

Absence of Communication : The bank did not provide any alerts or notifications when the refund check was issued and mailed. This lack of communication has created uncertainty and frustration during the resolution process.

Tracking Information : USAA Insurance failed to furnish any tracking information for the refund check, raising concerns about the security of the transaction. In an age where accountability and security are paramount, this oversight is both unprofessional and irresponsible.

Multiple Overcharges : Beyond the insurance overpayment issue, I have also been subjected to unwarranted fees, overdraft charges, and transaction discrepancies by USAA Insurance. These additional concerns compound my frustration and erode my trust in the bank 's practices.

I believe it is imperative that financial institutions of USAA 's stature maintain the highest standards of professionalism and accountability. Therefore, I respectfully request the following actions : a ) Implementation of Documented Transactions : USAA should ensure that all financial transactions, especially those involving refunds or overpayments, are adequately documented, signed, and acknowledged by both the bank and the customer. 

b ) Enhanced Tracking : The bank should institute a robust tracking mechanism for transactions involving checks, particularly for security and customer peace of mind. 

c ) Comprehensive Evaluation : I strongly urge the Consumer Financial Protection Bureau to conduct a thorough evaluation of USAA Bank 's interactions with USAA Insurance 's, including its handling of overcharges, fees, overdrafts, and customer communications.

I appreciate your attention to this matter and kindly request that you investigate these grievances promptly. I hope that by addressing these concerns, we can contribute to the improvement of banking practices and ensure that customers are treated fairly and professionally. 

Thank you for your assistance in resolving this matter.

Company response to consumer: Closed with explanation