Consumer complaint received 2020-11-30
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
On the USAA app. I put my screen name and password in again and it denied me access again. So, I tried once more, and still no access. So, I called the number on the message ; The message states " Your account is locked. We're unable to recognize the logon information you provide. Call us at XXXX to unlock your account ''. So, I called the number and the agent told me " that USAA no longer wanted to do business with me ''. At this point I'm confused. The agent said he had no further information. So, I emailed the CEO, to try to find out what was happening with my accounts. The CEO, forward my email to an Advocate to try to resolve the problem. An advocate calls me the next day. She asks me what happen, I told her what happen and what the agent told me about my accounts. I checked my email and from XXXX XXXX, it stated that my Savings Account was in the Negative Balance. I'm like what??? So when the Advocate called me back the next day, I told her what XXXX XXXX had Reported. from USAA. The Advocate stated she never heard of a Savings account being reported to a credit bureau. I said me either. I said half of America would be reported. A few more days past and I never heard from that agent again. A few more days past and I still can not access my accounts. I can not check on my insurance, credit card, vehicle payments and a direct deposit or any other information about my accounts with USAA. No one is giving me any answers. So, if my direct deposit is going to an account where I can not access it, I need to make changes immediately. I called to stop my direct deposit asap. I had to call XXXX to get them to mail me a copy of my auto insurance. How am I suppose to pay my bill with no access to my accounts? My Sanity is at a all-time high. For the next two months, I received 100 's of calls from USAA. In late XX/XX/XXXX, i received a call from USAA about my accounts were past due. I said you ( USAA ) CLOSED my accounts, what do I suppose to do? The agent than says, mail in a Money Order to USAA. I'm like what? Just unlock my accounts so I can pay my bills, she hangs up the phone. So, I went to my local Post Office and got a Money Order, Certified Mail Receipt, on XX/XX/XXXX. A few days later I started getting more calls about paying my bills. I stated to the agent, I can not afford to keep paying for Money Orders, stamps, certified mail, envelopes ; in all the total was $ XXXX {$460.00} ( M.O. ). All the Stress they have been putting me is Overwhelming. My family is also affected by all the calls, morning, noon and night. Even on Weekends. My credit score was in the mid 700 's and now the low 500 's. My payment history was 96 % starting back in XX/XX/XXXX to XX/XX/XXXX. 
Now, we have a Pandemic/Covid19 and my job laid us off and had to Close down. More Stress and unknowns. I emailed the New CEO, which took over in XX/XX/XXXX. Basically, the same response, nothing happen nor changed. A advocated did call me and I updated her about the situation and she called in a few days, looking at my auto insurance and not the other issues. i never heard from her again. On XX/XX/XXXX, I went to XXXX to purchase a XXXX Debit Card ( cost {$3.00} ) so I could pay over the phone. Every transaction costs me between $ XXXX {$2.00} per. I have done all I can do but I'm out of options. They have threatened to cancel my car insurance, Repossion of my vehicle. They Ruin my Trust and Credit. USAA should be held accountable for there Actions. I need your HELP. I have been LOCKED OUT of my ACCOUNT for 13 months. No one at USAA is concern about my situation. Their only concerns are gaining money and stepping on a Military Veteran. They turned my account to a Collection Agency. 

XXXX Correspondence Department XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, NY XXXX On XX/XX/XXXX, I mailed a Validation letter to XXXX, Certified mail. I got a reply back on XX/XX/XXXX, They did not validate the debt with me. They send copies from USAA and not aci.I requested signatures and a contract between us. They send old credit card bills from USAA. No signature. This whole situation has affected my health and has put us in a Financial Hardship. My family is also Stressed out. Thank you for your Help.

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