Consumer complaint received 2017-12-06
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I attempted to use my bank cardd and my card was declined. I had them to swipe the card again and it was declined again. I knew that I had money in this account because over the weekend I had to send money to myself from this account because I did not have my bank card. The bank failed to send my bank cards to me and they never verified my account until I end up calling them and they stated that they had dropped the ball that was on last Wednesday XX/XX/XXXX. 
So when I called on Monday XX/XX/XXXX I was then told that they took the money out of my accounts for an old debt old on a previous account. When I asked where was my notification that the money would come out of this account I was told that I got the disclosure for deposits. I informed her that the disclosure for deposits is not the same thing as a notice letting me know on the day that they plan to take the money on or around a particular date. I then asked why did I receive a check over the summer for money owed to me from the bank if I owed the bank? She then responded with well are n't you on this account? As if she was not able to provide me with the information that I was questioning. I stated that if I owed the bank there would be no need for them to have sent me a check for a {$150.00}. Even honor that check because I cashed it, in XX/XX/XXXX. And not only that, I had to contact the bank to verify my address and make sure that the Email that I had received from the bank was valid. So I did all these things without someone saying you still owe this money. Not only that but then I was allowed to open up two new accounts and put money into those accounts not knowing that I still owed for this old account. 
This is an act of bad faith. How do you allow someone to open up accounts, not notify them that they have an old account with a balance, and not notify them that you plan to take the money out? Last week XX/XX/XXXX when on the phone with a senior representative I was asking questions about why my account was never verified? Why no one never called me to tell me that the account was never verified? And why I ended up calling in to find this information out? Not only that but I never received cards for those accounts at that time. And then when I called in on last week I was told that I never ordered debit cards to go with these accounts. Which was an accurate because I actually did it on line. I feel as though USAA likes to just take money because they are a bank and they can do so. Because I had the same problem over 2 years ago and that is the reason why I stopped doing business with USAA. Because they took money out of my XXXX XXXX XXXX account without my permission and then I had to call in and request for them to pull the call from the representative that I have spoken to inform them not to take the money out of my XXXX XXXX XXXX account and I would make my own payments. This is bad business and this should not be happening. And I know I 'm not the only person that this is happening to.

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