Consumer complaint received 2024-03-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
Subject : Formal Complaint Regarding USAA Account Restriction and Discrimination I am writing to formally lodge a complaint concerning the recent restriction placed on my USAA profile, which has caused significant inconvenience and distress. On XX/XX/XXXX, when I contacted USAA to add an authorized user to my credit card account, I was astonished to discover that my profile had been restricted since XXXX. This restriction purportedly stemmed from the addition of multiple family members to my profile, despite the fact that none of these individuals are listed as authorized users on my credit card. Moreover, with the exception of one member/authorized credit card user currently listed on my profile, all others are categorized as " former members, '' meaning they are not presently affiliated with my profile, although they were historically. I fail to comprehend why historical data is being held against me for the past seven years. 

It is important to clarify that I am fully aware of USAA 's policies regarding authorized users, and I have always ensured compliance with these policies. At present, I only have one member listed as an authorized user on my credit card account. As the proud son of a veteran who has served our country with honor, I have always trusted and valued USAA 's services, believing it to be a bank that prioritizes the needs of veteran and active military families like mine. 

However, the recent events have left me feeling deeply disappointed and disillusioned. It appears that USAA 's actions suggest a discriminatory stance towards customers like myself who have large, extended families. The mere act of adding family members to my profile, a common practice in many households, should not warrant punitive measures from USAA. 

Furthermore, I was informed today, XX/XX/XXXX, that the restriction on my profile was attributed to suspicious activity. I categorically deny any involvement in illegal or fraudulent activities concerning my USAA accounts. All of my accounts with USAA are in good standing, with a consistent history of responsible financial management. My credit utilization typically remains below 5 %, and I make timely payments on all my accounts. 

What is particularly troubling is the lack of communication from USAA regarding this matter. I was never notified in writing about the restriction on my profile or provided with an opportunity to address any concerns or discrepancies. This lack of transparency only adds to my frustration and sense of injustice. 

I feel deeply aggrieved and believe that my consumer rights have been violated by USAA since XXXX. The discriminatory treatment I have experienced is unfair and unjust, and my case needs to be thoroughly investigated. I urge USAA to review my case promptly and reconsider the unjust restriction placed on my profile. I expect a thorough investigation into this matter, along with a formal apology for the distress and inconvenience caused. As a loyal and longstanding customer, I deserve better treatment and respect from USAA. 

I trust that USAA will take swift and appropriate action to rectify this situation and restore my faith in the organization. I look forward to a prompt resolution and a renewed commitment to upholding the principles of fairness and integrity. 

XXXX XXXX ( XXXX ) XXXX

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