Consumer complaint received 2025-06-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO

Complaint narrative:
Subject : Complaint Regarding USAA Auto XXXX  Account Handling and Coverage Issues and closed USAA credit card unresolved finance charger Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint against USAA regarding serious issues with auto insurance  coverage, customer service, and the handling of account information involving my household and my children. 


Background : I have had an auto insurance policy with USAA for many years. My children, XXXX and XXXX, reside with me and drive vehicles that are owned and garaged at my residence. Despite this, USAA has repeatedly failed to handle the policy and coverage information appropriately. Heres a summary of the issues : Policy Coverage Confusion & Removal of Children : My children were previously listed on a policy under my spouse, XXXX XXXX. 
USAA just informed me that my children were removed from XXXX policy to be added to mine but refuses to provide any information since we have been separated in XXXX divorce court since XXXX. 
Until today, USAA claimed that they could not add my daughters to my account, even though they drive my vehicles and reside in my household.

Inability to Access or Share Information : USAA refuses to share any information from XXXX account with me, even though we are legally married.

There has been no formal declaration of divorce in our household.

USAAs records do not reflect any marital change, yet they altered the policy under XXXX account without my knowledge or consent. 

Lack of Documentation and Communication : Previous conversations with USAA regarding our marital status and coverage details have not been recorded in their system. 
USAA states they can not look into anyone elses account but continue to make changes that affect my policy and coverage based on XXXX account. 

Insurance Coverage for My Children : I was just told after speaking with USAA many times in the past about index number XXXX. XX/XX/XXXX Date Action Commenced that I would need to be transferred to a separation or divorce team for further assistance suddenly. 

Billing and Renewal Concerns : My auto insurance policy is scheduled to renew on XX/XX/XXXX. 
I will receive a prorated bill of {$780.00} in XXXX and {$780.00} in XXXX. 
I was informed I have six months to pay the premium, but the renewal cost may increase, now that USAA is allowing me to add my children to my auto insurance policy.. 



Request for Assistance : This mishandling has left me unsure of my childrens coverage status and vulnerable to financial liability. I request that the CFPB investigate the following : Why USAA refuses to recognize or document my attempts to clarify coverage and household membership.

Why changes were made under my spouses policy without mutual consent or communication.

Why my children were not being added to my auto policy despite living in my household and driving my vehicles.

I am concerned about the lack of transparency, accountability, and customer service from USAA regarding these matters. I request assistance in resolving this dispute and ensuring that my children are properly covered under my auto insurance policy. 



I am happy to provide ing records and correspondence for reference. Proof of insurance should be sent to XXXX as previously requested from USAA. 



Sincerely, XXXX XXXX

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