Consumer complaint received 2018-03-19
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I am writing because of situation with USAA Savings Bank. Last week, the week of XX/XX/2018, I noticed a {$35.00} annual fee for my secured credit card. I had a {$250.00} CD secured account for which I had a credit card with. I had never noticed a fee before and called and talked to a male customer service rep. I inquired about the fee and told him I had never noticed it before and he said it was always charged. I went back to the year prior in XXXX and couldn't find it but he said it was there and I then located in what I think was XXXX. I asked how come the bank was hold my money and charging me a fee and I didn't think it was fair. I said I was half tempted to close my account ... he was all for that. I said so if I close my account I will have my {$35.00} refunded and he said no so I said forget it, I would wait a year. He verbally acknowledged this and when were done my credit card and secured CD account were intact. 



This week I receive a letter saying my account had been closed. I called 2 different people and talked to a couple, and had a chat with one. The end result was : Inbox | USAA I attempted to contact you by phone at ( XXXX ) XXXX to discuss your closed secured credit card from your earlier chat. However, I was unsuccessful and left you a voicemail. I do want to greatly apologize for the closure of your secured card as I understand that you changed your mind about closing the card because of the annual fee. I do regret that once the account is closed, we are unable to reopen the account or credit back the {$35.00} annual fee that was assessed. Please know that I have certainly provided feedback on this action that was taken on your account. 

XXXX XXXX, again, I can not apologize enough for the closure that happened on your account. If you have any questions, please respond to this message or contact us at ( XXXX ) XXXX, by using our mobile shortcut # XXXX, or ( XXXX ) XXXX. 
I am committed to providing you with best in class service. I understand this matter has taken longer than you would have liked ; however, I hope my actions and dedication for a resolution have regained your trust. 

Thank you, XXXX XXXX USAA USAA means United Services Automobile Association and its affiliates. 
The rates I disclose to you are Annual Percentage Rates.

I responded : Inbox | USAA Regained my trust? You close my credit card, take my money that was for the secured account and put it to pay my credit card bill without my permission. I am so livid. I don't care if you open an new account with a new credit card number but you all need to make this right. I was told that it was because the person I had been talking to had already filled out the paperwork to close the account. I would like a copy of that phone conversation please. He wasnt like most USAA employees and was abrupt and not helpful. I feel he closed the account because of spite. How could he fill out the paperwork and submit it in a conversation that must have lasted at most 5 minutes and at which time he repeated back that the account was still intact. I think the problem may have been with him but no matter what the audio tape of our conversation could prove that I am right. You used my money without my permission. Please resolve this as my next step is to file a complaint with the following : Complaint Instructions. Montana. Regulator : Division of Banking and Financial Institutions Address : XXXX XXXX XXXX, XXXX XXXX, XXXX, MT XXXX. Phone : ( XXXX ) XXXX. Website : http : //www.banking.mt.gov/default.mcpx Complaint Instructions Which USAA responded : Inbox | USAA We received your response. I do apologize, but when a secured CD account is closed, funds are automatically applied to clear any balance with the linked secured credit card account. I can certainly understand your frustration, but as previously mentioned, no further action can be taken as the account has already been closed. Unfortunately, we are unable to provide you with a copy of the previous phone conversation. However, coaching feedback was provided through our previous correspondence to be addressed with the proper area. 

I am sorry for any inconvenience this matter has caused for you. 
Thank you, XXXX XXXX USAA My question is how come my account was closed, credit card paid off and the bank who wasn't given permission to do so can just not fix it. I would like my card back and the XXXX put back in my account and if not that then refund me my annual fee. This person who did this was kind of hostile and rude and I truly believe it was done on purpose and that USAA should fix this situation. 



My name is XXXX XXXX XXXX XXXX XXXX XXXX, MT XXXX XXXX Account Summary Account Number XXXX

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief