Consumer complaint received 2024-03-08
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION (TX)

I ( XXXX XXXX XXXX XXXX XXXX ) filed a complaint on XX/XX/XXXX, # XXXX. I received no response from anyone. I did receive an email from CFPB ( XX/XX/XXXX @ XXXX XX/XX/XXXX ) advising that a response was received from USAA and I should log in to my portal to read it. 

I signed in. There was no response available for me to review. The webpage reported that the case had been closed. No explanation or justification was given. 

I called ( XXXX ) XXXX. I was connected to XXXX, and reviewed the situation such as I cant review a USAA response the is not posted. She placed me on hold in order to review the file. Upon return, she said : The case has been closed. Go to the portal to review the response. Before I could say anything, the call was terminated. 

I called back, got XXXX. He was apologetic and worked for an hour on the phone to assist me. He reported that I could not read any bank response on the portal because USAA only provided an e-mail response. I asked that the e-mail response be posted on the portal. He said he could not do that since it wasnt in the form of a letter ; and that he would have to mail it to me. I asked him to e-mail it to me and he said they could not send emails ( I pointed out that cfpb just did ). He said it was not technically possible for he to email to me. 

We worked together to file a follow-up complaint, # XXXX. 

I pressed for more assistance. He led me thru the portal to a data base : XXXX XXXX. XXXX. There I could see the text of my complaint but not any text of the USAA response. What I found was this : Company information Date complaint sent to company XX/XX/XXXX Company name UNITED SERVICES AUTOMOBILE ASSOCIATION Timely response? 

Yes Company response to consumer Closed with explanation Company public response Company believes it acted appropriately as authorized by contract or law This appears to be no more than a deceptive characterization prepared by a USAA public relations representative done in such as way for neither the customer nor the public to view it. 

It is not factual and the CFPB representative who prepared this appears to have spent little time reading either the complaint or USAAs email response ( again, that is posted nowhere ). 

While the response to CFPB ( such as it is, email instead of letter that can be posted to either the portal or this database ) may have been timely, there was never a " response to the consumer ''. The matter was closed, alright, but with no explanation ''. There was no public response. This cfpb database ends by saying that the, Company believes it acted appropriately as authorized by contract or law. That may be a deduction someone at cfpb reached, but the USAA e-mail that I was read over the phone did not specifically say that or cite any contract or statutory provision. 

In fact, my complaint specifically demanded that either a contract provision or statute be specifically cited. USAAs hubris and arrogance ignored providing any such justification or authority the gist of my complaint was essentially ignored and the response was mere circumlocution. Their email was non-responsive and essentially communicated words to the effect that, this is the way they are going to act and if I didnt like it I could close the account. ( Note that in order to close the account they nevertheless demanded that I disclose my annual income before they would allow such. ) As my initial complaint stated, I was then forwarded to a supervisor. See initial complaint. 

I checked my portal for the follow-up complaint, # XXXX. This turned out to be nothing more that a repeat of the first complaint and contained nothing with respect to what was intended to be my response to USAAs XX/XX/XXXX answer. CFPB mistakenly resubmitted the first complaint and was unable to correct their error. They could not find the text of the intended second complaint and said that all I could do was submit a third complaint as I intended to constitute the second, follow-up complaint. 

So here it is. Complaint # XXXX can be considered as replaced by this one. 

The pending issue : What is the contract provision or statutory authority for denying my access to my safe deposit box? 

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