Consumer complaint received 2017-11-10
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am lodging a complaint against USAA. 

I ordered a re-built engine from XXXX on XXXX XXXX, XXXX, specifying the VIN number of my XXXX XXXX XXXX. USAA debited my checking account {XXXX  for the engine and XXXX for the shipping. However, XXXX set me an engine which my certified mechanic told me on XXXX XXXX, XXXX, was incorrect. I asked XXXX to collect the engine and refund my cost of XXXX and {XXXX}. They refused. XXXX told me to pay a substantial re-stocking fee of XXXX XXXX and re-order. I declined this suggestion as XXXX sent me the wrong engine and I was not liable for re-stocking or re-shipping. Thus, I lodged a dispute with USAA on XXXX XXXX, XXXX. I subsequently uploaded to the USAA site many documents supporting my case including my order form which included the VIN number. I also sent several letters to the CEO of USAA to the address in XXXX XXXX, the location of corporate headquarters ; the only responses have been a computer generated message on my USAA accounts site saying that the letter has been received and action will be taken. On XXXX XXXX XXXX, I received a telephone call from a USAA " representative '' relating USAA 's decision to rule in favor of XXXX ; an adjustment of ( XXXX XXXX was placed on my checking account on XXXX XXXX. I asked for a written explanation. To date, I have not received a written letter or on-line document which presumably would explain USAAs actions to which I totally object. 

I find this lack of documentation on the part of USAA totally unprofessional and violating due process standards. Also USAA did not assign me a " case worker '' so each phone conversation has been with a different person with no last name. 

Let me briefly encapsulate again : I ordered a re-built engine for my XXXX XXXX XXXX from XXXX, and provided the VIN number of my car. For those of us who are not aware, the Vehicle Identification Number ( VIN ) specifies exactly the parts and engine for that specific car. My VIN indicated my car required a v-tec engine ; I was sent a SOHC engine. I requested XXXX to pick up the incorrect engine and send me the VIN-required engine. This XXXX refused to do ; hence the dispute. 

I continue to protest the decision of USAA and will continue to protest as indicted by this complaint. The facts support my position and any unbiased reviewer of the evidence would agree. USAA could easily call any XXXX dealership to validate that my VIN would not specify an SOHC engine. My accounts at USAA are now dormant. 

I am copying here the letter of XXXX XXXX, XXXX to the USAA CEO which is a more detailed account of the issue. 
_____________________________________________________________ XXXX XXXX XXXX The Chief Executive OfficeXXXX USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX : USSA Account AND USAA CASE # s Dear Sir or Madam : I am closing my checking and savings accounts with USAA after many years due to unimaginable inefficiency and ineptitude on the part of USAA in handling a dispute I have with XXXX, a company that sent me the wrong engine. This XXXX engine has been sitting in my garage for nearly four months for which I have no use and did not order ; XXXX  has yet to collect this motor. 

I do no have large account balances but I suspect the vast majority of your banking clients are people like me. So I am asking for your review and the kindness of a response For clarity, I will briefly recite the chronology ; please note that all the documentation requested has been uploaded on your website. 

1. On XXXX XXXX, XXXX, I ordered a re-built engine for my XXXX XXXX XXXX from XXXX ; my checking account was debited XXXX} for the engine and XXXX} for the shipment. 

2. On XXXX XXXX, XXXX, the engine arrived at my mechanics place of business. 

3. On XXXX XXXX, XXXX, the mechanic informed me it was the wrong engine. 

4. XXXX refused my request to exchange the engine for the correct one. 

5. I called USAA on XXXX XXXX, XXXX, to initiate a dispute, and was asked to submit a statement. On XXXX XXXX, USAA adjusted my account with a credit. 

Items 1-5 were explained in detail in a XXXX XXXX, XXXX, Statement for the Record, which I uploaded to the website. 

6. On XXXX XXXX, I received a voice mail from the USAA call center and after great difficulty in reaching a customer care representative, I was informed that no more information was needed. A Statement for the Record about this USAA encounter was uploaded to your website XXXX XXXX, XXXX. 

7. Subsequently, another call center phone message was received stating that more information was needed in stark contrast to the previous received call. Nonetheless, in response, on XXXX XXXX, XXXX, I submitted/uploaded four documents to the USAA website : a. XXXX XXXX XXXX XXXX Warranty and Return Policy c. Master Mechanics Statement Attesting the wrong engine was sent by XXXX XXXX XXXX Dealership documentation regarding the proper engine for my XXXX XXXX XXXX ( in effect a second mechanic testament ). 

On several occasions, I have asked for a status of my dispute sending an on-line message and always receiving the standard electronically-generated response which never resulted in any real action dealing with my dispute. 

On XXXX XXXX, XXXX, I was called by a Call Center person asking for a second mechanics opinion. In this conversation, I indicated my utter frustration. 

It has become clear to me that the USAA operation which handles account holder disputes is seriously flawed ; a dispute is handled by a multitude of customer service representatives each of whom really knows nothing about the case and simply tries to delay the resolution. It appears to me that USAA is trying to defeat its account holder/s with unintelligible requests and delaying tactics. USAA is living on past reputation. 

My case has been open since XXXX XXXX, almost four months. I have met every request put to me by USAA in a timely manner. My tolerance for incompetency has reached its limit. There are two consequences to this ineptitude : I am closing my USAA accounts and opening accounts with the XXXX XXXX XXXX XXXX, and I still have in my garage an unordered and unneeded Honda Civic engine. 

Again I ask for the favor of a timely, written response,

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