Consumer complaint received 2023-10-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA

Complaint narrative:
For the last XXXX months I have been trying to shut down a joint savings account or to be removed from it. 

I do not personally have all of the dates and records, however I know that every conversation I have had in the last 3 months has been recorded. 

They have claimed that I could initiate removal even though I am not the primary account holder. I submitted that form while the account was still in a positive standing. I specifically asked the representative I was on the phone with what happens if my account drops into the negatives in the next XXXX business days since I am not in control for what the primary account holder does. 

He told me that wont effect your removal because you initiated this request while still in a positive standing I called back several times sense then and they give me all different messages. 

Finally a supervisor told me that that person who made this promise to me was incorrect and gave me misinformation. 

Since then I have continued to try and close the account, but the account kept dipping into the negatives. A representative told me they would change the account to overdraft protection. She was a supervisor and she promised me that once this change was made to the account that the account would no longer have issues going into the negatives and then they could close the account. 

Payments continue to be processed by loans that were not authorized by me. I asked them to stop payments on those loans. They did. 
The merchant continued to push payments from other accounts. I keep having to dispute the charges which then make it impossible for me to close the account because there has to be no activity on the account for XXXX hours. They claim there is nothing they can do to protect me from these unwanted and unauthorized transactions from occurring in the future. 


After being promised that my account had overdraft protection, another payment put my account into the negatives again. I called to request information, and was told that I could be reassured that this charge would be refunded to me within the day because of the overdraft protection. I asked this man to make note of it for me in my file just incase. He said he did. 

Finally my account was in a positive standing so I went to close the account and they told me they were I unable to close the account due to another transaction that was not posted yet but to call back the next day once the payment was posted and I could close the account then. 

I called back, but the account somehow dropped into the negatives again. I request to know why and they told me that there was no overdraft protection, even though I had been promised that there was. 

Finally I requested they provide me all of the notes that were taken regarding this issue, and all of the recoded phone calls be provided to me. 

This matter has been going on for 3 months

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