Consumer complaint received 2024-01-02
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PR
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
Hello, i having some dificulties to close the account # XXXX with USAA since XX/XX/2023. This account was under my mother name. She include me as a co signer just to managed her funds in her time of ilness ( she was a XXXX patient ). She passed away on XX/XX/2023, and i report this information to the Social Security Adm that very same day. I wasnt aware of the procedures since is my first time dealing with the loss of a direct family member. On XX/XX/2023, I spoke with the Survivors Relations Team and i was quite clear that i want to close the account cause all the money received or take out from it was my mother 's VA pensions and bills. I explain that this account was under my mother name. She include me as a co signer just to managed her funds in her time of ilness. I also ask if there was a way to put a stop for all the ACH and debits that my mother has, since no more funds will be receive on that account and i dosent have the information to all the merchants she may has.They request de death certificate which i uploded through the app. I was told that they will call me back to continue working with the closing, buy never received such call. On XX/XX/2023, I start receiving notifications that the account was overdraft, since several ACH from my mother bills were posted. I call then back to verify this since i was quite clear when i requested to put an stop payment for any transaction on that account. The response they gave me was that the account was mine, that is only under my name and that i have to cover the overdraft amount. I try to explain in several occations and calls that i havent expent that money cause the bills and ACHs wasnt mine. On XX/XX/2023, i spent more than 4 hours on the telephone back and foward through every department asking for help and receiving the same feedback. They check some information, put me on hold, come back and told me that they understand my situation, that i was right, they gon na transfer me to another department to see what they can do. Lastly, one of the collection representative told me that I have to pay the overdraft cause the account will be charge off in XXXX XXXXXXXX XXXX, which would affect my credit score. History long short, I payed back the amount of {$4100.00} in money that I havent spent, just to protect and avoid mY credit score being affected by this. The first check sent was reverse cause I forgot to write the amount in letters. The second check was sent on XX/XX/2023 and the amount on hold was finally posted today. I check the app to see if the money was posted to call customer service and crequest to close the account but, for my surprise, theaccount was overdraft for {$56.00} for an XXXX pending ACH. I call then today to see why there is an ACH pending since the account was supposed to have an stop for all transactions and to finally close the account. I inform the representative that was pretty weird that the transaction went through since the account has no funds and no ACHs was charged since mid XXXX. But apparently, they never put the stops requested before. The representative went through all the merchants and ACH with me and put the stop in every merchant. Also, we spoke about a dispute for a transaction of {$1000.00} regarding a vacation club that was charged after my mother died, which I mention like a month ago. I request to continue with the dispute, but then she told me that it going to take 45 to 90 days to received the response. I told her to cancel the dispute cause I dont want to wait that long giving the opportunity or risking that merchants that my mother may still have which I dont know about, continue charging the account and creating overdrafts since the Bank cant guarantee or secure that thats not going to happen again. I willing to pay back the {$56.00} charged today just to cover the overdraft and close the account. But the representive told me that the account can be closed until all disputes are resolved. I just want this account close no matter the disputes it may has. I payed {$4000.00} in money that I havent spent or used. That should be enough reason to be let alone and receive some peace of mind.

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