Consumer complaint received 2026-01-20 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD

Complaint narrative:
I am submitting this complaint regarding XXXX failure to issue my subscriber distribution refund in the amount of {$340.00}, its repeated misrepresentations regarding the timing and method of that refund, and subsequent actions by USAA that raise serious concerns of retaliation after I exercised my consumer rights. 

After canceling my USAA auto insurance policy, I was entitled to a subscriber distribution refund. Over the past XXXX  days, I contacted USAA on XXXX separate occasions and received XXXX conflicting explanations regarding when and how this refund would be issued : During my first inquiry, conducted through XXXX chat system, I was told the subscriber distribution would be automatically issued to my account, that no adjustments could be made, and that I should expect the payment within approximately XXXX days. 
During my second contact, I was told the distribution would be issued at the end of my billing cycle, which was ending within XXXX days, and that I would receive a check within XXXX business days. 
During my most recent contact, I was informed that the refund would not be issued until after XX/XX/XXXX, when the next billing cycle processes. 

These inconsistent and contradictory statements demonstrate a failure to provide clear, accurate, and transparent information regarding member funds. At no point was I provided with written documentation or policy language explaining how subscriber distributions are handled following policy cancellation. Instead, I was given shifting timelines that resulted in unnecessary delay and confusion. I believe this constitutes an unfair and deceptive practice. 

After filing a complaint with the Better Business Bureau regarding this issue, I received a letter from USAA the following day notifying me of an increase to my homeowners insurance premium. Notably, the letter emphasized that the increase may be based on claims history. 

The timing of this notice raises serious concern. USAA previously non-renewed my Valuable Personal Property ( VPP ) insurance, and this non-renewal has adversely impacted my ability to obtain lower-cost homeowner insurance with other carriers. Given the close temporal proximity between my BBB complaint and the premium increase notice, these actions appear retaliatory in nature and warrant regulatory review. 

Taken together, XXXX  conduct reflects a pattern of unfair treatment, lack of transparency, and potential retaliation against a consumer for asserting their rights and filing a formal complaint. 

I am requesting the following relief : XXXX. Immediate payment of my subscriber distribution refund in the amount of {$340.00}. 
XXXX. A written explanation of XXXX  subscriber distribution refund process following policy cancellation. 
XXXX Review of whether XXXX  subsequent underwriting and premium actions constitute retaliatory conduct in response to consumer complaints. 

This experience has significantly undermined my trust in USAA and its representations regarding member advocacy and fair treatment.

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