Consumer complaint received 2025-05-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
To whom it may concern : Consumer Financial Protection Bureau ( CFPB ), Federal Trade Commission, Texas Department of Savings and Mortgage Lending ( TDI ), send this as correspondence. USAA retaliated after your investigation. FYI, can this also be added to my records against USAA? ( SML ) Intro : Before I begin, I would like to express my sincere gratitude to all the institutions that take the time to review my concerns and provide timely responses. One observation regarding my current circumstances is that organizations are dedicated to holding larger institutions accountable for their failures to prioritize consumer rights, which gives me a sense of reassurance. Once again, I extend my thanks. Now, I'll go ahead and get to the matter at hand.

Relevant Parties : I am writing on behalf of XXXX and XXXX XXXX to help address the unacceptable issue of USAA 's unauthorized deletion of our bill pay. This situation dates back to last year when I reported embezzlement related to our account concerning payments to XXXX XXXX. In response to USAA 's actions, I proactively notified several authoritative bodies, including the Texas Department of Insurance, the Consumer Affairs Office, the Office of the Attorney General, the Federal Bureau of Investigation , the National Association of Insurance Commissioners, and other pertinent agencies.

What Has Transpired : These institutions have acknowledged USAA 's unethical behavior, which has resulted in vindictive retaliation against us by deliberately deleting our bill pay. We demand accountability and an immediate rectification of this issue. Lets be clear : this has never happened in the 27 years we have been customers. Why is this occurring now, after I reported them? This is no coincidence. After nearly a year of investigation by TDI into USAA, we received a letter indicating that their inquiries have concluded. Legal action against both USAA and XXXX XXXX may be necessary.

We received correspondence from USAA 's CEO, who unsurprisingly stated that there was no wrongdoing within the company. The CEO offered to address any further concerns over the phone. However, despite our attempts to reach out, neither he nor his assistant has responded.

USAA Retaliation : Nevertheless, these circumstances highlight significant deficiencies in USAAs accountability and professionalism. It is deeply concerning that a financial institution of their reputation would permit such substantial and disruptive errors, particularly when these actions undermine customers ' foundational trust in their services. This situation extends beyond administrative oversights and constitutes a clear violation of consumer rights. The apparent correlation between the retaliatory measures and the reporting of unethical practices further underscores systemic issues within the organization that require immediate and thorough resolution. 

This lack of transparency demonstrates USAA 's ongoing disregard for our situation. Their arrogance and negligence are now directly costing us money. The CEO of USAA has continuously misrepresented the facts, but I firmly believe that the truth about the organization 's hidden issues will eventually come to light. It raises serious questions as to why they would retaliate in this manner.

What USA A Said Happened : The Bill Pay account has traditionally been under my name, as I have taken responsibility for ensuring our bills are paid punctually. Last month, I discovered that our Bill Pay account had been deleted without prior notification. Upon contacting USAA for clarification, I was astounded to learn that the account had been transferred to XXXX 's name because he is the one who is presumably the sole individual depositing funds into it. This action is entirely unacceptable. USAA should not have executed such a significant alteration to our account without appropriate notification, which echoes previous issues we encountered with them and XXXX XXXX. 

History Of USAA : Years ago, we also encountered duplicate payments to USAA, which arose from a breakdown in communication regarding the inclusion of insurance coverage in our mortgage arrangement. This situation not only resulted in unnecessary financial redundancies but also caused significant inconvenience. Additionally, USAA proceeded to authorize a roof replacement without securing our consent. These instances highlight the pressing need for improved organizational communication and accountability. 
Furthermore, these experiences illustrate a concerning trend regarding USAA 's treatment of its consumers. There appears to be an implication of arrogance or a lack of respect for customer input in decision-making processes. When consumers seek clarification or confront the institution about unilateral decisions made on their behalf, they often feel penalized. This behavior undermines trust and should be addressed promptly. For further validation of these concerns, you can review the XXXX XXXX XXXX XXXX website, where customers have expressed sentiments similar to those outlined here. 


USAA Adhering to Laws : It's also quite perplexing and concerning how certain institutions, such as USAA, which are established to adhere to state government protocols, regulations, and chain of command, appear to operate under the impression that they are above the law. When issues are reported, these entities often retaliate against the customer rather than constructively addressing their concerns. Recently, when my husband inquired regarding his account, he discovered that no bills were available under his name either. So that you know, I told you that the representative said it was switched to under XXXX 's name. Compounding this situation, I am currently experiencing challenges with my mortgage company, which has dispatched payments to two entities without prior notification. Lack Of Respect : Now, these continual actions exhibited by USAA convey a sense of discontent, a lack of respect, and a troubling degree of defiance. The growing disorder within these large institutions is disheartening, particularly as the consumers ultimately bear the brunt of such mismanagement. Furthermore, these organizations violate legal and ethical standards and then shift the blame onto the consumer once their shortcomings are highlighted. Once again, the management structure at USAA appears to actively prevent the timely dispatch of our bills, raising the question of why such disruptions are occurring, especially following the TDI investigation. This situa
tion can not be dismissed as a mere coincidence. 

What I Tried to Do Online : I recently attempted to process my homeowners association ( HOA ) payment online, only to discover that the payment had been deleted from the system. This situation is not merely a matter of conflicting statements ; after 27 years of consistently making timely payments, I would not deliberately remove a bill, especially considering the importance of maintaining our credit standing. Consequently, I am now incurring late fees for each missed payment. Furthermore, I have observed that none of my bills have been dispatched for the past three months, leaving me unable to settle the outstanding amounts.

I have diligently discussed my responsibilities, ensuring that my financial obligations are met in full. This situation is extremely stressful, so I would need to talk about it with all relevant institutions. It is wholly unacceptable. Had USAA fulfilled its obligations, we would not have faced these difficulties. Instead, the organization appears to be shifting blame and imposing penalties on consumers for its shortcomings. It is intolerable to place consumers in a position of guilt for issues stemming from your companys mismanagement. This matter requires immediate attention and resolution.

What USAA Needs to Recognize : It is essential for institutions to monitor large corporations actively for any potential lapses or to have representatives embedded within the advertising sector to gain critical insights into their operations. The risk of retaliation indicates that there are likely complexities within USAA that may not be readily visible. However, it's important to emphasize that my husband and I are not involved in these issues ; we did not create these regulations and are committed to following them.

My Sentiment : Heres my stance : Some might question why my husband and I dont simply switch to another bank and set up bill pay there. I firmly believe that if I havent done anything wrong, merely abandoning this business wont resolve the underlying corruption present in all institutions. Corruption isn't exclusive to a single bank ; it reflects what's in people 's hearts. If I keep fleeing from one situation to another, Ill never address the core issue and will be complicit in perpetuating the cycle I oppose.

Accountability : I stand firm against these institutions and will hold them accountable until they act justly. Every situation has a beginning and an end, and no one remains in power forever. We all face accountability eventually, regardless of our beliefs. This is precisely why I refuse to inconvenience myself by starting over with another bank that might treat me just as poorly or worse. Running away from a corrupt world is not an option for me. If I began this pattern, I would never stop. These are my resolute beliefs, and I stand by them.

Firmly.

What Will Happen Next : I'll go ahead and document my conversation with a USAA representative to give you a record of my contact. I plan to take photographs and send them to the relevant institutions, demonstrating that the payment does not bear our names but solely reflects a USAA insurance bill. I am committed to holding corporations accountable by recording and reporting their actions to illuminate deficiencies. By thoroughly documenting violations, I aim to ensure these entities understand that breaking the law has consequences. Whenever a law is violated, I consistently report it until USAA adheres to established protocols. I am resolute and tireless in this pursuit.

Also, I intend not to catch them in a slip-up out of spite ; instead, I want to establish that every communication I initiate with institutions is grounded in fairness, not emotion or deception. The ongoing injustices faced by innocent consumers must be reported, which is why systems are in place to address such matters. So, I will continue to use every available avenue to make sure that USAA takes care of my husband and me.

Personal letter to the CEO of USAA : To : Letter to the CEO of USAA I wanted to let you know that I took the time to write a letter expressing my thoughts, as it is essential to explain my perspective. This communication is not intended to disrespect you or undermine your position, but rather to provide insight into how you are perceived from an external standpoint, particularly in your role as the Chief Executive Officer of USAA.

Achieving the position of CEO requires significant dedication, intelligence, and perseverance, accomplishments that anyone would be proud of. However, since you represent the values synonymous with USAA, such as integrity, respect, customer service, reliability, and significance, I would like to point out that when your institution falls short in exemplifying these principles, it is essential to reflect on your leadership. While some individuals may consider this correspondence to be inappropriate given your status as CEO, it is necessary to know that you are not infallible, which is why I felt it necessary to address you directly.

It is often suggested that individuals in leadership positions may exhibit an attitude of reluctance to accept external advice regarding company management, particularly when they occupy the role of CEO. This phenomenon can create a perception of a belief in ones omnipotence within the organization. However, a financial institution 's operations and ethics serve as a direct reflection of its leadership. A failure to address misconduct within the bank may indicate a more profound issue regarding the executive 's self-perception and the institution 's overall integrity.

As a CEO, one must prioritize the impression one creates on others. This is exemplified by encounters with individuals who demonstrate genuine humility and a commitment to ethical behavior. For instance, my interaction with XXXX XXXX, a paragon of modesty and integrity, a long time ago, left a lasting impression. He refrained from disclosing his identity, allowing the hotel staff to reveal it instead. His unassuming demeanor took me aback, as he engaged me by inquiring about my experience at the hotel. Our conversation reflected his dedication to customer satisfaction, as he expressed genuine interest in my enjoyment and offered complimentary amenities without expectation of recognition. This interaction underscores the importance of integrity in leadership and its impact on public perception. 
The central message I wish to convey is this : customers should not be held accountable for the shortcomings of financial institutions. If a bank fulfilled its obligations and adhered to the established regulations, there would be no need for concealment or compliance challenges. Integrity is derived from the adherence to these principles ; therefore, customers should not face penalties due to a bank 's inability to act by ethical standards that have existed long before many current employees were born.

This statement is not meant to be humorous, disrespectful, or disingenuous ; instead, I would like to express my sincere appreciation to the Texas Department of Insurance ( TDI ) for its thorough investigations aimed at addressing consumer issues. I experienced a financial loss due to USAA, resulting from misleading information provided by certain employees of the organization, who incorrectly claimed that XXXX XXXX was responsible for our insurance payments during the initial six years of our homeownership.

A representative stated, " If he finds that my husband and I made the payments, USAA will reimburse you. '' As first-time homeowners, we initially made direct payments to the bank, resulting in six years of duplicate payments.

Another representative subsequently informed us that, although their records indicated we were making payments for six years, the information had been modified to reflect XXXX XXXX as the payee due to a computer error. The troubling aspect of this situation is that once USAA recognized our actual payment history, they understood that reimbursement was warranted. However, despite acknowledging the misappropriation of our funds, USAA failed to rectify the situation. This presents a concerning representation of the institution. The notion that money is the root of all evil has shifted from being a mere adage to a profound reality in this context. 
The question arises : why not consider transitioning to a different bank? However, it is essential to note that the underlying issue is not the institution itself, but rather the individuals employed within it who contribute to corrupt practices. Transitioning from one bank to another may lead to similar experiences, as corruption does not inhabit a singular entity. The unfortunate reality is that such behavior permeates various sectors, and many individuals who strive to conduct themselves with integrity find themselves facing a similar fate. 
As a devout follower of XXXX XXXX of XXXX, this aspect of my identity may seem tangential to the subject at hand. However, I would like to talk with respect and sincerity. I have been raised to adhere to the principle of treating others as one wishes to be treated. My faith teaches that individuals are faced with choices, and the consequences of those choices will inevitably manifest later in life. It is worth noting that titles such as CEO, professional athlete, or celebrity will not hold significance when faced with judgment. Ultimately, what matters is one 's integrity, how one treats others, and the commitment to ensuring that one 's institution refrains from corrupt practices against innocent customers who do not deserve such treatment. This is the essence of my message. 

Sincerely, XXXX and XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, TX, zip XXXX Contact Information : XXXX, XXXX Cell Phones : ( XXXX ) XXXX ( XXXX ) XXXX To : Letter to the CEO of USAA I wanted to let you know that I took the time to write a letter expressing my thoughts, as it is essential to explain my perspective. This communication is not meant to disrespect you or undermine your position, but rather to give you insight into how you are perceived from an external standpoint, especially in your role as the Chief Executive Officer of USAA.

Achieving the position of CEO requires significant dedication, intelligence, and perseverance, accomplishments that anyone would be proud of. However, since you represent the values synonymous with USAA, such as integrity, respect, customer service, reliability, and significance, I would like to point out that when your institution falls short in exemplifying these principles, it is essential to reflect on your leadership. While some individuals may consider this correspondence to be inappropriate given your status as CEO, it is necessary to know that you are not infallible, which is why I felt it necessary to address you directly.

It is often suggested that individuals in leadership positions may exhibit an attitude of reluctance to accept external advice regarding company management, particularly when they occupy the role of CEO. This phenomenon can create a perception of a belief in ones omnipotence within the organization. However, a financial institution 's operations and ethics serve as a direct reflection of its leadership. A failure to address misconduct within the bank may indicate a more profound issue regarding the executive 's self-perception and the institution 's overall integrity.

As a CEO, one must prioritize the impression one creates on others. This is exemplified by encounters with individuals who demonstrate genuine humility and a commitment to ethical behavior. For instance, my interaction with XXXX XXXX, a paragon of modesty and integrity, a long time ago, left a lasting impression. He refrained from disclosing his identity, allowing the hotel staff to reveal it instead. His unassuming demeanor took me aback, as he engaged me by inquiring about my experience at the hotel. Our conversation reflected his dedication to customer satisfaction, as he expressed genuine interest in my enjoyment and offered complimentary amenities without expectation of recognition. This interaction underscores the importance of integrity in leadership and its impact on public perception. 

The central message I wish to convey is this : customers should not be held accountable for the shortcomings of financial institutions. If a bank fulfilled its obligations and adhered to the established regulations, there would be no need for concealment or compliance challenges. XXXX is derived from the adherence to these principles ; therefore, customers should not face penalties due to a bank 's inability to act by ethical standards that have existed long before many current employees were born. 
This statement is not meant to be humorous, disrespectful, or disingenuous ; instead, I would like to express my sincere appreciation to the Texas Department of Insurance ( TDI ) for its thorough investigations aimed at addressing consumer issues. I experienced a financial loss due to USAA, resulting from misleading information provided by certain employees of the organization, who incorrectly claimed that XXXX XXXX was responsible for our insurance payments during the initial six years of our homeownership.

A representative stated, " If he finds that my husband and I made the payments, USAA will reimburse you. '' As first-time homeowners, we initially made direct payments to the bank, resulting in six years of duplicate payments.

Another representative subsequently informed us that, although their records indicated we were making payments for six years, the information had been modified to reflect XXXX XXXX as the payee due to a computer error. The troubling aspect of this situation is that once USAA recognized our actual payment history, they understood that reimbursement was warranted. However, despite acknowledging the misappropriation of our funds, USAA failed to rectify the situation. This presents a concerning representation of the institution. The notion that money is the root of all evil has shifted from being a mere adage to a profound reality in this context.

The question arises : why not consider transitioning to a different bank? However, it is essential to note that the underlying issue is not the institution itself, but rather the individuals employed within it who contribute to corrupt practices. Transitioning from one bank to another may lead to similar experiences, as corruption does not inhabit a singular entity. The unfortunate reality is that such behavior permeates various sectors, and many individuals who strive to conduct themselves with integrity find themselves facing a similar fate. 

As a devout follower of XXXX XXXX of XXXX, this aspect of my identity may seem tangential to the subject at hand. However, I would like to talk with respect and sincerity. I have been raised to adhere to the principle of treating others as one wishes to be treated. My faith teaches that individuals are faced with choices, and the consequences of those choices will inevitably manifest later in life. It is worth noting that titles such as CEO, professional athlete, or celebrity will not hold significance when faced with judgment. Ultimately, what matters is one 's integrity, how one treats others, and the commitment to ensuring that one 's institution refrains from corrupt practices against innocent customers who do not deserve such treatment. This is the essence of my message.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation