Consumer complaint received 2024-02-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI

Complaint narrative:
I am writing this letter to file a formal complaint against USAA Savings Bank for the mishandling of the above referenced account. My name was removed from this joint account without my knowledge. I shared an account with my ex-husband and all joint accounts were awarded to me in the divorce judgement. I have made two requests to have this investigated and both times I was told that they can not do this because I am no longer on the account. I went through a thorough process to verify who I was, why I was calling and that I did not sign off on this joint account or give permission for my name to be removed. I was still was denied help or an investigation on my own account. This is a violation of my rights as an account owner and it feels illegal that my institution is not investigating this situation when I have verified who I am and stated that I did not give permission to remove my name. 
When I originally contacted USAA Savings Bank in XXXX of XXXX, I was advised that I could not have him removed because he was the service member and the primary on the account. They stated I could open a new account in my own name, but the current account could not become just mine. I did open a new account in just my name and left the joint account open because we still had outstanding business to finish and I was awarded the account in the divorce judgement. I went on my USAA App to remove myself from the savings account and that is when I realized I no longer had access to the joint checking account. I contacted USAA Savings Bank the first time regarding this on XX/XX/XXXX. The representative told me that he could not share any information because I am no longer on the account. When I asked how that could be because I never removed myself from the account, he shared that he could not discuss the account with me any longer ; however, he did share that the account was not closed because it would still show in my records. He also explained that in order to remove a person from a joint account was to sign a voluntary removal signature card, which I did not. I asked if they would open an investigation to see who signed the card and he said I could not do anything because I was not on the account and they have to follow privacy laws. I had another issue that he was helping me with on the joint savings account with my ex-husband setting up an arch-payment of {$310.00} to his XXXX XXXX XXXX XXXX ( XXXX ) ; however, there were insufficient funds. He verified that there is not an overdraft set up on that account and once the funds we declined, I could close that account. I asked how I could do this without having him sign a removal card and he shared that the savings account was set up differently so only one person could close the account. Once the funds he set up were declined for the auto-payment to XXXX, I closed the account. 
On XXXX XXXX I called USAA Fraudulent Department, as advised by state laws, to launch an investigation as to why I was removed from my checking account without my approval/voluntary removal signature card and the representative, XXXX shared that he needed to verify legality. He then asked me what the representative said on XX/XX/XXXX and verified that he could not help me. I asked how this can be, I was removed without my permission and XXXX felt that this situation should be sent to member resolution. After some time waiting, and before I was transferred to the representative, XXXX made me answer 3 questions, which I do not remember what they are but felt it was very strange. XXXX from member resolution, shared that there is nothing she can do. She did not have answers to my questions : 1. Where was the security back up? I have to give so much information when I call to verify it is me, yet I was removed from my account and no one contacted me to verify my identify, why was that? 
2. Why was I able to be removed when I let USAA Savings Bank know the account was granted to me in the divorce and I have no intention of removing myself? 
3. She was unable to verify the removal process. 
4. She was unable to say why there is not a process in place when something like this happens to protect the joint member who was wrongfully removed and why is there not a process in place to open an investigation as to how this happened. 
5. She also could not share what my rights are in a situation like this but only I could file a complaint and take it to court at my own expense. 
When I asked to speak to a supervisor or manager, XXXX told me that they do not take calls. When I asked her to take my phone number down and have them call me then, she explained that they do not make/take calls. I asked how am I supposed to file a complaint regarding this and she said that I could only take it to court because a manger would tell me the same thing she is and that is why they do not take calls. 
I have attached the Consent Judgement of Divorce and on page seven, you can see the highlighted area awarding the plaintiff, the USAA checking and savings accounts. I am filing a complaint because I was removed from my checking account without my approval and your facility would not investigate how this happened when I made a request. 
I am demanding an investigated as to the possible fraudulent removal of my name from my checking account even when I verified I did not make the request or sign a voluntary removal form after going through a thorough process to verify my identity. I would like to know where/when/how does USAA take responsibility for the wrongful removal of my name and please provide written documentation that a bank can supersede a court judgement. Please answer the questions above that your member resolution representative could not answer and provide documentation of processes and procedures in place for removal of a member from a joint account and what protections are in place. 
I also would like to file a complaint regarding the rights of a military spouse who was treated like a second-class human being. This is not the first time I have contacted USAA during the divorce process and have been consistently told that I have no rights because he was the service member. I may not have served the United States as a military member ; however, I did serve and support our family for XXXX years as a military spouse raising a family/household, most of the time on my own, and strongly consider my roll equally as important as his. If I could not maintain a peaceful home front, he could not maintain a peaceful home front for our nation. A divorce is difficult enough without having additional complications added. Of all banking facilities, I would think that USAA would be most cognizant of military family dynamics and provide needed support to all members.

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