Consumer complaint received 2017-10-17
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
Attempted to close USAA Federal Savings Bank savings account on Saturday, XXXX XXXX and Monday, XXXX XXXX XXXX. Both times USAA refused unless I allowed it to send a coded text to a cell phone. I do not take such texts. USAA refuses to close the account no matter how much it verifies my identity. After hanging up the phone today, USAA then changed the security codes on my account, making it very difficult to log in to the account as retaliation, and removed the ability to log on with a pin, which I had up until that phone call ended. 

Company initial response : XXXX XXXX, our records indicate that you spoke with representatives on XXXX XXXX, XXXX XXXX, and XXXX XXXX, XXXX, to close your savings account ending in XXXX. Each time you were not receptive to the verification process and your account could not be closed. On XXXX XXXX, XXXX, the representative facilitated the transfer of your initial deposit of {$5000.00} back  to your external account. On XXXX XXXX, XXXX, you initiated a chat session with a representative and requested to close your account. The representative advised you that due to the {$0.00} interest accrued in the account, it would have to be closed by phone. On XXXX XXXX, XXXX, you called and spoke with a representative who closed your account as they were able to complete the verification process, read disclosures, and send you a check for the interest in the account. Safeguarding the security of our members information is critical to our business. We actively monitor accounts and have processes in place to protect the privacy of member information and to help guard against potential identity theft or fraud. Thank you for speaking with XXXX XXXX, of our staff, who explained that the restrictions placed on your account were not placed in retaliation for your request to close your account. She determined that on XXXX XXXX, XXXX, you refused to authenticate when you called in, which triggered an alert to verify account activity. Your profile was restricted until the activity could be validated. Please note, the same day the activity was validated and all restrictions were removed. The FSB acts in  accordance with all banking regulations, as well as our core values of service, loyalty, honesty, and integrity. Any allegations of retaliation are unfounded. If you have any additional questions, XXXX XXXX remains available to assist you. We appreciate the opportunity to review your concerns and respond to you. 

My complaint in regard to that is : Lies, lies, lies. Each time I called I was authenticated at the " high-risk plus '' level, and answered questions on my driver 's license, date of commission, and other to be so validated. In each case, I was refused to close the account because I was told that the {$0.00}  interest could NOT be sent unless I received a code on my telephone. On XXXX XXXX, XXXX, I was able to close the account and was told specifically that each time I called, I could have been closed. I was promised multiple calls back that did not occur. My email was changed on my account without my knowledge or consent in retaliation after one call I made to the bank. Interestingly, XXXX XXXX XXXX admitted on XXXX/XXXX/XXXX that I could have had my account closed at any time because certain employees could do it as a discretionary act, but they would do so, as the employee did on XXXX XXXX, only for " excruciating circumstances. '' I asked XXXX XXXX to explain that, and her only explanation of the term is that it occurs when reaching an appropriate employee - an asinine explanation if I ever heard one. She also noted that it occurred only in " dire circumstances '', which she could not explain. She also could not explain what was " dire '' about my call on the XXXX as compared to the other calls prior to that. XXXX XXXX admitted that until the call on the XXXX, I could not close my account without receiving a text on my phone, and admitted that this requirement could not be found in the deposit agreement with USAA FSB ; USAA just made it up. As XXXX XXXX previously admitted, USAA employees could - and did, on the XXXX - close the account without such a code being sent. Perhaps USAA could release the transcript of the call relevant to the identification confirmation portion of each call and explain why I was asked several times - by a different department that does this special authentication -about my drivers license and date of commissioning, as well as previous email addresses if not to be properly authenticated.

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