Consumer complaint received 2018-11-06
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
There are several concerns regarding my USAA accounts ( Checking and Savings, Auto Loan and Credit card accounts ) CONCERNS : GENDER BIAS actions of USAA representatives and Staff Members 1. UNAUTHORIZED CLOSURE OF ACCOUNTS with penalty ONLY directed towards XXXX XXXX for Tradeline activities. XXXX XXXX engaged in Tradeline activities and his signed XXXX with other signed blank forms to add authorized user for another creditor sent to XXXX XXXX on XX/XX/2018. Mr. XXXX has not responded to email communication regarding this matter. The inference from USAA representatives was that all accounts were closed. 
2. DENIED ACCESS to all my ACCOUNT DETAILS and on XX/XX/2018 I did request printed account details since inceptions but my email request to Mr. XXXX remain unanswered. Additionally, I requested address/contact address for subpoena since XX/XX/XXXX. However, since these are my accounts, NO SUBPEONA is required. I should not have to incur legal cost to get what I rightfully can have. I believe the denial of access was only done to affect my ability to obtain account information that would help in divorce court proceedings. I need all my accounts information printed and sent to me immediately. My husband did the same account closure of another joint account and that bank had no issues provided my information to me. 
3. UNAUTHORIZED DISCLOSURE of my changed physical address despite requests to NOT do so. ( Violates NO CONTACT ORDER per SOUTH CAROLINA FAMILY COURT entered on XX/XX/2018 and this court order sent to Mr. XXXX via email on XX/XX/2018 ). Mr. XXXX refused to enter any address information into the system for safety reason when I spoke to him on or about XX/XX/2018. On XX/XX/2018 I called USAA due to receiving more letters directly to my new address ( although I never authorize this ) and learned that the address is changed in USAAs system and could not be altered by the representative who attempted to change the data back to my old address. My mail is forwarded to my new address and I always received on line statements. USAA also sent mail to me XX/XX/2018 indicating that the United States Postal Service provided them my new address. For safety reasons the USPS does not provide forwarded information and I discussed this fact with representatives. They lied and I did file a complaint with the Postal Inspector. 
4. FAILURE to INFORM me on how/when Id receive AUTO LOAN and CREDIT CARD Payments after USAA account closures. I had to call USAA ( multiple timesXX/XX/XXXX-XX/XX/XXXX ) regarding this and still could not get information on how to make payments. Due to account access denial there is no ability to view details despite multiple placed call from XX/XX/XXXX-XX/XX/XXXX. One representative attempted to reset password but due to higher level decisions, this did not work. I received the first credit card payment to my mail box since viewing the information last XX/XX/2018 on XX/XX/2018.

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