Consumer complaint received 2016-06-05
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
Product : Financial support services Sub-product : financial support, control and access Issue : violation of fiduciary responsibility laws Sub-issue : misappropriation of customer 's funds Consumer complaint narrative : I 'd been a USAA customer for 49 years, with XXXX checking accounts ( XXXX ), a savings account, XXXX investment accounts, car and home insurance and a trusteeship. USAA correctly ID 'd an attempted fraud against my credit card on XXXX XXXX, 2016, then shut me out of access to ALL of my accounts so that I could access NOTHING and, with their closed communication system I could only send letters to the USAA CEO ( XXXX, to date, which I can produce copies of ). I still received non-response emails notices of deposits and pre-programmed ( " bill pay '' ) payments from the only checking account remaining at USAA ( set up in response to my first special delivery letter to the USAA CEO ). However, when I opened accounts with a new bank in self defense and attempted to duplicate my " bill pay '' list that I had with USAA, I could not access my USAA " bill pay '' accounts to close them or to make any other changes. As a result, I could not even monitor my USAA credit card account ( which has most likely negatively affected my credit score ) and pre-programmed " bill pay '' duplicate payments were sent from USAA to my creditors, including a $ XXXX payment to a home ex-mortgagee, on XXXX/XXXX/2016, after I had obtained a VA Refi and that mortgagee had been paid off ( below ). 
Repeated attempts to communicate by telephone generally resulted " someone will call you in 24 to 48 hours. '' The ONLY time that call-back happened, it was another pass-the-buck situation with the usual " someone will call you in 24 to 48 hours. '' Each time I called since XXXX XXXX, however, I had to re-justify myself with a new 20-question " security '' quiz and, though I get email messages that I have a USAA email, it is within their closed system to which I no longer have access. THIS is NOT the kind of caring service I had previously experienced with USAA and I 'm surprised at the number of " Account opening, closing, or management '' and related complaints I see against USAA in this database just since XXXX XXXX!!! 
==================================================================== This is a prime example of USAA 's misappropriation of funds - Your payment to XXXX has been sent XXXX sent it to me on XXXX XXXX, 2016, XXXX From : XXXX Format : To : XXXX Your payment to XXXX has been sent View Accounts | Privacy Promise | Contact Us USAA SECURITY ZONE To : XXXX, USAA # ending in : XXXX Dear XXXX, The following payment has been sent : Biller : XXXX Account Number : XXXX Payment Amount : {$1000.00} Date Debited From Your Account : XXXX/XXXX/2016 Date Sent to Biller : XXXX/XXXX/2016 Estimated Date Posted by Biller : XXXX/XXXX/2016 XXXX has not supplied posting information for this payment. The posted date above is an estimate based on our past experience with XXXX. 
*Note : If the word Draft appears as the date the payment was debited from your account, we could not send your biller an electronic payment and sent a paper check instead. Your account will be debited after the biller deposits the check and it is paid by your financial institution. 
To stop receiving reminders like this, access USAA Web BillPay and change your reminder settings for this biller. 
If you have questions about this bill, please contact XXXX directly. For all other questions, logon on to usaa.com, and select Pay Bills. ( NONE OF WHICH IS POSSIBLE, because of USAA 's Shut-out of my accounts!! )

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