Consumer complaint received 2022-01-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
Back in XXXX  when my husband and I were stationed in XXXX XXXX. An insurance claim was falsely and improperly handled by a XXXX technician who submitted false results. Since then I've submitted several complaints trying to resolve the issue on my behalf unfortunately since USAA decided to close and lock all accounts we had with them. I would like the opportunity to appeal and dispute findings since language barrier was a huge factor in the claim. I am attaching some background information as to what happened. 

Background : Hello, We started a personal property claim with USAA for our laptops back on XX/XX/2017. SInce we are in XXXX, the XXXX claims office handle our dispute. Also, back on in XXXX XXXX I had a claim on two previous XXXX which were settled with no problem. Now, XXXX XXXX was our claims adjuster. She was very brief and got back to us as soon as possible. I submitted everything showing the cause ( dropped, even though a power surge failure was listed ) she asked and then informed be itll be 5-7 business days for review. Well, that passed up and I began to get concerned. I called to speak with a manager, XXXX, whom was very helpful.She mentioned that someone ( I assumed our claim adjuster since that was the only person who we were communicating with ) was supposed to call and inform us that they needed to get a recorded statement from me, XXXX XXXX. That was handled within the same day. What frustrated me was that XXXX did not relate that information to me, as we literally spoke that day in regards to the claim then I had to ask for her manager. During the recorded statement, she asked why would I have 4 laptops? Well, convenience in our case especially for different purposes. I insinuated that there was some judgement within that. However, once we finished she informed me that it'll be forwarded to our stateside office since thats who requested it. Into week 3, I recieved an initial contact from XXXX XXXX XXXX who was the special investigator who I assumed was the one who requested the recorded statement. Furthermore, I returned XXXX 's phone call 2 days in a row in which he did contact me the third day stating that he has training all that week and would get back to me once he return. Now, it has been XXXX XXXX going on XXXX weeks. FINALLY, I speak to him and he asks for a recorded statement. WOW!! seriously, so I mentioned ( several times ) that I had already did one with XXXX XXXX XXXX from the XXXX office here in XXXX. Well, we could never really get a good time to talk over the phone and he insisted that my husband, the policy holder, XXXX XXXX XXXX should be present. Which is/was very difficult with the time zone difference and being that my husband is military. After a few attempts, XXXX XXXX informed me that he'll have one of their colleagues to assist whom is XXXX XXXX XXXX Who is here in XXXX. At this time a month has past, I submitted all of my paperwork requested, consistent run arounds, lack of communication so on so forth. I spoke with XXXX XXXX and we agreed upon a date to meet which was too soon for him being that he has other clients. I expressed my frustration with the claim and he began to get very disrespectful after I informed who that we could possibly do a phone interview ( to speed things up ). He insisted that he HAD to meet with my husband and a phone interview was not permitted. Okay, so I suggested Monday and that XXXX XXXX was initiating telephone contact but as stated above it was hard to negotiate time. Once XXXX XXXX became disrespectful ( keep in mind, I am emailing back and forth at work ) He calls my cell phone and then emails me threatening to contact my husband 's chain of command and to end the dispute due to me not giving him my husband 's cell phone number. My thing is, you can not insist that I insulted you because I expressed the inconsistencies with this claim which is quite frustrating. Overall, it is not professional to communicate threats in defense of insulted feelings, in the end, we are the customers and XXXX XXXX ; s actions were highly unprofessional. I found out that he was a fraud investigator which threw me completely off. I didn't understand how a fraud specialist end up in the mix as this has never happened in the previous claims. The whole process was confusing, misleading, and lack of communication, discrimination as well.

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