Consumer complaint received 2016-10-21
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I paid my XXXX XXXX credit card via their mobile banking accidentally choosing my former primary bank USAA rather than my current primary bank. I retained only limited funds in the account ; however, I had overdraft protection through my USAA credit card set up for accidents such as this. The checking account became overdrawn by {$120.00} as of XX/XX/XXXX and the credit card back up had an available balance of {$280.00} as of XX/XX/2016. Even with an available balance of {$280.00} on the overdraft protection credit card, USAA still returned the payment to XXXX XXXX charging me an NSF fee with USAA, a fee at XXXX XXXX & the threat of my interest rate being increased at XXXX XXXX. I have been a customer of USAA Bank for 16 years - checking, savings, CDs, mortgages, and all insurance policies over the years. There was even {$1500.00} in a savings account with USAA. I contacted USAA on XX/XX/2016 being transferred between XXXX different agents before XXXX, XXXX, would attempt to help me. I explained the situation to her but she was unable to explain why the item was returned since there were monies available on the credit card. XXXX explained there was nothing more she could do to help me & I would have to call back the next day to talk with a supervisor or senior agent as they had all already left for the day. I then asked XXXX to close my XXXX savings accounts & transfer the money to my checking account. She further explained that she was n't able to do that because when the final account of a product type is being closed a supervisor or senior agent must complete the transaction. I am not sure the purpose of having the call center open for customers when the agents can not assist with anything is an effective way to manage member money. Again banks are getting away with charging clients money and ruining their credit for their simple gain. I contacted USAA bank again on XX/XX/2016 specifically asking for a supervisor or senior agent. XXXX placed me on hold, and then said he could n't do anything for me until he authenticated me, even though I was calling from my phone number on file and entered my pass code, I completed that & again asked for a supervisor or senior agent, as he said he was neither, he proceeded to ask me what I was calling about and how he could help. At this point, I was extremely frustrated & stated I was asking yet again for a supervisor or senior agent as I was told to ask for and that I am sure there were notes in the system for the reason of my call. I was then told that a supervisor was n't available & I was then transferred somewhere. XXXX then answered, she too was n't a supervisor or senior agent then XXXX came on the line. She was the floor supervisor and she to was unable to decipher why the the item was returned. She stated a {$200.00} authorization from USAA overdraft was declined by USAA credit card even with {$280.00} available & she could n't explain why, I had to talk to credit card. The prior night credit card told me they could n't help and transferred for me back to checking. I was done with vicious circle. I then asked again for both of my savings accounts to be transferred to the checking and closed. She asked if I was aware of the rules and I stated yes, XXXX explained a supervisor had to close. XXXX stated no, anyone can do it but the accounts can not be closed with transactions being processed in last 24 hours. Then she stated I needed to talk to the retention department because I had other accounts - mortgage, home equity, insurance, etc. I explained those are not my accounts per my divorce decree nor do I care about retention. I wanted my money period and it was ridiculous that I was being treated this way. While I spoke, XXXX talked over me to state the accounts are in my name and remain my responsibility, good-bye and hung up on me. I was continuously denied access to my money.

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