Consumer complaint received 2015-05-06
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: ID
Product: Bank account or service
Sub-product: Savings account
Issue: Problems caused by my funds being low

Complaint:
I made some purchases using XXXX and still had some old account information listed for an account that I thought I had closed after my divorce since it still has my ex-husband 's name on it. There were many purchases made over a short period of time and as soon as I was notified of the problem, I updated my payment information on XXXX to remedy the problem. I did not realize that my USAA savings account ( which has had zero activity in over 18 months aside from a total of XXXX cents paid in interest which has kept the account from going dormant ) was even still open so did not worry until I received a notice from the bank that my account was overdrawn approximately {$340.00}. I immediately called the bank to fix the problem and they nicely removed {$110.00}, or XXXX, of the NSF fees I had been charged and the representative told me that was all she could remove in XXXX day and to call back tomorrow to see if I could continue to have more fees removed from my account. When I called the next day I was told that this was inaccurate information and that they can only remove XXXX fees per 12 month period. I asked to speak with a manager, who basically told me the same thing and when I asked to speak with her manager, I was hung-up on. So I called back and tried to explain how this account was supposed to be closed and that I 'm happy to pay for the items I purchased that they paid for including the overdraft charges for those XXXX items. The next " manager '' said he could find no documentation that I had requested to have the account closed but he also could not find any of the information about the other XXXX checking accounts that I had closed and that I had for years and essentially said I was lying. I tried a few more times to get some information and talk to some other people and was asked to get a letter from XXXX outlining the items that were being submitted and returned and that if I presented this letter I would have better luck in getting XXXX more NSF returned ( there were a total of XXXX NSF fees that I do n't think I should have to pay and XXXX overdraft fees that I am more than willing to pay ). I offered each time to give my account information to pay for the outstanding items the bank covered, along with their corresponding overdraft charges and every time I was denied, given different information ( basically a runaround ), and insulted to the point that I will be moving my auto/renters insurance to another company, which they do n't seem to care about either. The icing on the cake happened today with yet another manager called at my request so I could follow up about the requested XXXX letter. She decided to bring up the issue of the bankruptcy that was filed almost 2 years ago that resulted after my husband 's failed business and also ended us in divorce. She said they will absolutely not forgive anything because I left them with {$40000.00} of debt and because it 's not their fault that I 'm " negligent with my finances '' and that I 'm supposed to monitor my accounts. Had I known this account was still open, I would have indeed closed it. I am willing to fight this company any way I can because of the way they have treated me. I have worked very hard to rebuild my credit and am appalled they had the nerve to bring up my bankruptcy case when this is a right we have in this country and not something I ever WANTED to have happen. My credit score is almost XXXX and I have NEVER had an overdraft or NSF at my current banking institution. If this ends up in collections, I will also be fighting it there to maintain the credit score I have worked so diligently to rebuild. The conclusion from the manager today was that she felt USAA was being " more than generous. ''

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