Consumer complaint received 2018-09-07
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I filed Complaint # XXXX about USAA and many problems I have encountered with them. My investment account has sat for more than 2 years with little or no activit. Now, because I spoke out about the mishandling of my accounts have retaliated against me for filing my complaint with you. Inevitably, they refuse to make correction to any of the issues and USAA continues to : 1. Bill me {$270.00} for an auto insurance policy that was terminated because the car was stolen ( police report was submitted ) .USAA attempted to charge the premium to my checking account despite the cancellation ; thus, my checking account went into overdraft. No correction has been made to this issue. I have given them proof that my insurance was moved to another carrier when I later purchased a new vehicle 2. Refuse to acknowledge that my social security number was on file correcctly with the bank, the brokerage firm, and the insurance company.A copy of my social security card was submitted at the inception of my banking relationship with them. XXXX transferred my stock to them using my correct social security number ; thus, I know the number was correct on the brokerage side.And, as for the insurance, I know my number was reported correctly because they immediately placed a negative mark on my credit for the undue premium. As detailed in the attached letter from USAA, they lost the XXXX I submitted, at their request. I completed the form and mailed it back in the self addressed stamped envelope that was i sent to me by USAA. How am I the customer supposed to be responsible for how they handle the mail they receive? 
3.Online access to my account is restricted and has remained restricted for years. One agent removed the restriction XX/XX/XXXX, the next day, the restriction was back in effect. 
4.On XX/XX/XXXX, I requested a sale of XXXX stock . I was told that I COULD NOT perform the trade over the telephone and would have to submit written documentation. I submitted the written request to sale 10 ( ten ) shares of XXXX stock and transfer the funds to my XXXX XXXX account. I did not receive a response to my written request for more than 7 days, thus, I called again. The agent I spoke to on the second call, instructed me that my written request had been received but would not be processed ; the trade had to be performed telephonically. She then stated that she would forward my request to an agent to perform the trade. Moments later, I was forwarded to an agent. The agent began processing the trade, as he stated the trade value, I noted that he was selling XXXX XXXX XXXX stock, not the XXXX as I requested. He was told immediately of the error. He placed me on hold to make correction. When the agent returned to the phone, he told me that the trade was instantaneous and he could not correct his error. Instead of owning the human error, USAA refuses to acknowledge that my written instructions stated to sell XXXX stock and that is all that the agent was supposed to do. His error cost me unnecessary fees and USAA 's human error of losing my XXXX, cost me undue backup withholding.

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