Consumer complaint received 2021-03-31
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
USAA has refused to provide documents it notified that it has posted to my online account on XX/XX/XXXX. USAA on that date sent me 3 emails notifiying me that 3 documents had posted to my account and I should login and get them. However my account was closed in XXXX by USAA and I can not access my account online. I have called many times to try and determine what these documents are.. USAA has promised repeatedly it would research this matter and provide me an explanation. It has been 8 months and I still have nothing. 

In addition, not only do I not get these documents I am treated very poorly and very unprofessionally by USAA employees and they deliberately keep my hold for hours at a time and show open contempt and sometimes hostility. 

I am asking that my rights be respected and that I be sent these documents immediately. 

I have called at least a dozen times with some of these calls lasting upwards of two hours, I have come to realize I am somehow being tormented by an internal directive that one USAA employee told I had been classified as " undesirable for life '' by USAA. I am a XXXX man with XXXX who has been treated simply awfully by a staff that is professional until the real the long notes in my account. I am transferred around like a ping pong ball never able to get these documents or any explanation of the reasons they will not give them to me. Since USAA has never really contacted me about anything since they unilaterally and without explanation closed my checking and credit card accounts, I assume that their notification to me of these documents being put into y account that they must be of some importance. I wrote a letter dated XX/XX/XXXX to the USAA Legal Department on on XX/XX/XXXX received an email from a " XXXX XXXX '' an XXXX  XXXX. I have left messages and as I far as know she has never contacted me again. This XX/XX/XXXX letter asked for them to send me copies of the letters to my address, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, IL XXXX. 

It is possible there are statute of limitation issues that USAA is trying to push past by delaying my receipt of these documents. USAA should understand from time to time legacy accounts will have account issues come up that need to be.handled professionally in a timely manner. I have never seen such unprofessional behavior in a financial services Company. I have accounts at XXXX XXXX, XXXX XXXX and many others and have do not have a clue why USAA has blacklisted me as a member. 

I would USAA to provide these documents immediately. If sent out this week please send an additional copy to me at my hotel. XXXX XXXX, XXXX New Venture XXXX XXXX, XXXX, NY XXXX. XXXX : XXXX XXXX, XXXX XXXX. 

I do not have online access to my account since it has been closed. 

Attached are copies of my letter and emails from USAA. I would greatly appreciate it if USAA would provide these documents to me. I can be reached at XXXX or XXXX.

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