Consumer complaint received 2023-12-13
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Credit reporting or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Problem with personal statement of dispute

Complaint:
On XX/XX/XXXX, I was at the store shopping and checked my account to see how much funds were available, and I notice there was a warning banner saying I have a cancellation pending and I needed to pay {$10.00} so I did. I just thought it was something incidental as I prepaid my policy until XX/XX/XXXX so there couldnt be a cancellation. Since it seemed minor only being {$10.00}, I never thought much of it, even though when I got the policy the associate told me that when I prepay if any adjustments are made it would appear on my next bill. I looked at my bill due on the XXXX and saw the {$10.00} was included on it. The very next day when I got paid, I decided I would pay my next 6 months just to get it out of the way and when I went to do so my policy was gone. This prompted me to contact USAA to find out what is going on. 
When I called USAA, the associate said yes, your policy was cancelled for nonpayment. I asked how was a policy that I paid in full for 6 months be cancelled for non-payment, prior to the expiration of what I have paid for in advance. Then the associate said it was due to an adjustment that apparently, I made. I disputed this as I havent touched my policy since I signed up back in XXXX, as I had zero reason to look at it. The associate put me on hold for a long time and came back saying Well this is all automated so we cant do anything. I said OK but the associate said any new charges would be on my next bill when I renew my policy. The associate said yes, this charge was from XXXX bill, and I didnt pay it, so you cancelled my policy. I explained I didnt have a XXXX bill I had a XXXX bill that I paid my insurance through XX/XX/16 and then I had a XXXX bill for the next 6 months, as I did not pay for a prepaid policy just so I could still make monthly payments, this is ludicrous. 
After going back and forth with the useless associates, I said fine I dont really care about the why, I just need my insurance back on. The associate was more than happy to help with that, I guess it helps with her numbers when you get as much money as possible out of your customers before XXXX. The associate comes back and says Ok, your policy will be over $ XXXX for the next 6 months and we need it all now and looking at my account after just getting paid I noticed that USAA really did have my back as they were leaving me with {$9.00} to make it through XXXX and XXXX. The ever-friendly associate said hey we can fix this ; Ill increase your deductible to {$1000.00} and this will bring your total to $ XXXX still this was over {$600.00} more than what my bill was supposed to be. I questioned what was going on as this is severely more expensive than what my bill said just yesterday. The associate says uh thats because youre in a higher bracket now since your policy was cancelled for non-payment on the XXXX but the good news is the {$10.00} was paid so you wont see that again So instead of {$280.00} as it says is due on XX/XX/16, which wouldve been reasonable given XXXX around the corner, USAA is like let 's just add a XXXX behind it to bring that payment from hundreds to thousands and then we can tell him how much we are valuing him. 
I spoke to so many people yesterday and I really have to say every one of them said We value your 24 years of membership and while in the past that statement always made me feel USAA was different, this experience has shown me exactly what you valued about me as a member. The only thing USAA values about my 24 years of membership is the money they continue to extort from me instead of holding true to our agreement. If USAA valued me then this wouldve never happened over {$10.00}, this only happens because USAA values my money and saw a chance to cancel me so they can say I was cancelled for nonpayment to put me in a higher bracket. 
Now I know you will say this is not true and we value all of our money sources, oops I mean members, but to cancel my PREPAID policy for a {$10.00} fee that was already being added to my XXXX bill and actually paid the day it was supposed to be cancelled, then to charge me an additional $ XXXX for the same policy due to me now being a payment risk, yet I have paid in full once again. I know every one of you has said our hands are tied, this is automatic but that is not true. This can be fixed and reversed, I worked in insurance sales and as an attorney representing insurance companies in Court. Now I am the supervising attorney for the Maryland Court system and if a client came in with this exact situation you can bet, we would be helping them sue the violator or assist with filing a complaint with the XXXX XXXXXXXX XXXX. I dont want to do this as because I have been with you for 24 years but unless this gets resolved I will pursue every legal avenue possible, as well as a social media campaign and contacting my government representatives. To USAA {$800.00} may not seem like a lot but I can guarantee, win, or lose, Im an attorney that is experience with this area of law so my legal fees are free, but USAA as a bank that is required to have legal representation so you will be losing way more than the {$800.00} you have extorted from me.

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