Consumer complaint received 2020-11-18
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I was informed by USAA that I my accounts were being closed for " Dispute Fraud '' which is something I had never heard of. I was told it was they deemed my disputes as fraudulent and were discontinuing their relationship with me and closing my accounts. I advised them I thought I had a right to dispute and was told by an old accounting professor that we should dispute stuff all the time and while I disagreed with their decision ( been a customer for 12 years ) I would just take my business elsewhere. They advised me they would be sending a check to my address with the left over funds. I proceeded to open a new checking account with a new bank. I called about a week later as I had not seen the check, and I wanted to make sure my auto, renters, and boat insurance was not set up to renew - as I had already paid the year up front. I call in and speak with XXXX, who tells me they have not sent the check yet and that she didnt have a way to transfer it to my new account. I asked to speak with a manager - which she then in turn read me a script confirming I wanted to speak with a manager and she would be transferring me. I confirmed his with XXXX. She then transferred me to a new person - who told me that my account was in fact not closed but was in the process of closing and is scheduled to close XX/XX/XXXX. I explained to him that this was not ok, I do not owe ANY debts at all let alone to USAA. I do not owe them any prior balances, I do not have any negative account, or any other debt obligation. I also confirmed this on the call with XXXX  XXXX. I explained to XXXX that this was not ok and we needed to get this rectified. He then put me on hold to speak to a supervisor. I told him I was told he was one and he said no - I'm a senior rep. He then put me on hold for a bit while we waited for a supervisor. He can back to the line about 15 later and said " Yea so it will be mailed out 10 days after we close it '' - I again explained to him that this was not ok and I was holding for a supervisor. He then said that one wasn't available. I explained to him that the call was being recorded and I was going to record on my end. I explained to him again I needed to speak with a supervisor - he can back again after another 15 min and said one was not available. I again explained to him that I will continue to hold. I had a feeling that he was not telling me the truth and was just putting me on hold and then walking away from his phone- so I called in from my girlfriends phone and also asked to speak with a supervisor. I was transferred to a supervisor within 10 min of holding. XXXX XXXX was here name - we spoke and she seemed very helpful - she came back on the line after a hold and stated yes in fact the account was scheduled to close on XX/XX/XXXX and the check would be mailed out after that. I again explained to her this was not ok. She said it was their " closing process ''. I asked what that meant. She continues and said to me " We can call the CEO but that's my answer '' I then had to actually plead with her to try and provide someone who has zero outstanding transaction with a company can hold their funds for 60 days. She then put me on hold to " Find more info ''. She came back and confirmed both recent disputes were closed and the temporary credits were already removed from the account.

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