Consumer complaint received 2018-06-23
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I am resubmitting this claim to the CFPB as USAA wrongfully closed my claim because the rep is angry with me that was handling it. XXXX XXXX. is NOT allowed to handle my claim anymore and it was turned over to XXXX XXXXXXXX. To add to this claim, I called in after XXXX continued to sweep me under the rug and spoke with 2 reps  before speaking with XXXX. XXXX told me on the phone - on a recorded line - that this is a bank error and he was going to look into it and fix it for me. The other rep I spoke with also told me this is occurring to MANY USAA customers and their batching system is messed up. This was all on recorded lines, which I have made copious notes of as well. Their own rep told me he wants to join a class action suit against the company for what they are doing to consumers. I am asking you to please reopen this case as I am going to be getting my lawyer involved this week. XXXX XXXXXXXX told me he is going to help me as this WAS USAA 's FAULT and I am due a refund. 

Please reopen this and do not allow XXXX to handle my case. She is not equipped to do so. She is biased and lies. I spent 2 hours on the phone with the other USAA reps this week. ALL RECORDED. 

I want my money back and I want a refund and to file a grievance for USAA bouncing my check when my screen shots even show my account had enough money in it! They ARE LYING and if their batching system isn't reporting transactions appropriately through to their online banking system then that is THEIR PROBLEM AND NOT MINE. They have now stolen over {$820.00} from me since last year. 

I will be taking this public and slandering their company and name in due time should they not help fix this and stop lying to the CFPB and consumers. PLEASE HELP ME. This is not fair they are doing this. If I were wrong I would not fight this - BUT I AM NOT WRONG AND I AM FIGHTING WHAT HAS BEEN WRONGFULLY DONE TO ME!!!!!!!!!! 

Topic Banking - Checking & Savings - Account Activity/History Subject NSF Fee when enough money is in account?! Message Reference Account : USAA CHECKING # XXXX Hello, USAA has returned my rent payment and charged me a {$29.00} NSF fee when enough money has and was in the account. I have even attached a screenshot of my account activity. Please explain what is going on, and refund me the {$29.00} charged, and you're going to have to refund me the {$50.00} return payment fee my leasing office is now charging me. Please explain how I may submit that request as well. I'm not sure what the banks problem is, but this happened multiple times last year and I contacted you to fix this - and you never did. So I pulled all of my bill pay from you completely. Do I need to move all of my banking as well? This is ridiculous and embarrassing and I'm beyond upset and angry at this point. You never refunded me over {$800.00} in fees last year and now you are doing this again - your system is broken and I would like this corrected. This is your final chance or I'm moving my banking. Please refund the NSF fee charged to me when enough money was in the account for the rent payment and advise how I submit a complaint and request for refund of the charges now being incurred on my rent account by my leasing office. Screen shot of my account activity is attached which shows your wrongful error.

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