USAA cancelled my car insurance, but still took my payment for it San Antonio Texas

About a year and a half ago I called USAA to change the coverage on one of my vehicles.  The car was not being driven and I wanted to only carry storage insurance on it.  At that time, the rep I spoke to on the phone and she asked why I didn’t need the car under regular insurance.  I said it was not being driven.  She asked why Edwin (my husband) was not driving it.  I told her that he was currently incarcerated (under a wrongful conviction) and that I had possession of the vehicle but was not driving it.  They said at that time that “technically” they should stop my insurance because he was convicted and incarcerated.  I argued that I had NO criminal history and didn’t even have a speeding ticket on my record so why was I being penalized by having my car insurance cancelled.  The rep responded that she “made a mistake” and that they would NOT cancel my insurance even though Edwin was the main person on the account because I was also on the policy, I would be able to keep my insurance.

Fast forward a year and a half later and on 11/29/2013 I got a letter in the mail thanking me for my 100.00 payment on 11/19/2013 but that I still owed 82.08 and to avoid being cancelled, it needed to be postmarked before 122.2013.  On 11/30/2013 (Saturday) I logged onto the USAA website to pay the remaining balance, the site would not allow me to make a payment.  Again on Sunday 12/1/2013, I logged onto the site and tried again to make the payment.  The site would still not allow me to make the payment.  I then called USAA (call was recorded) and the payments department was not open.

On Monday 12/2/2013 at approx. 7:30 am I called customer service and spoke to a rep who transferred me to Randy so I could make the payment on my insurance.  Randy told me that the insurance was cancelled, but that if I made the 82.08 payment, the insurance would be reinstated by midnight.  I told him to make the payment for 83.00.  Once it was processed, he gave me the conformation number (call was also recorded).

On 12/3/2013 at 7:15 am I contacted USAA to make sure that my auto insurance was reinstated.  I ended up speaking to 7 people, in a two and a half hour time span.  The first person (a rep) transferred me to someone in another department and that person hung up on me, so I called back.  Another rep transferred me to someone and then they transferred me to a billing rep named Sandra.  I explained what happened and that I was told by Randy that my insurance would be active at midnight and it wasn’t and I wanted to know why.  Sandra told me that she would look into it and contact the rep’s manager who took my payment (Randy) and have the call pulled for review.  Apparently she didn’t believe me when I said that he told me that if I made the payment, my insurance would be reinstated.   I told her that all my calls are recorded on my phone and I would be happy to e-mail it to her and she can hear the whole conversation.  Sandra told me that I should upload the call with Randy on the website and e-mail it to them so she could review it and she would also get in touch with Randy’s manager and have the call pulled on their side as well.  Sandra assured me that she would be looking into the matter and would contact me at the number I provided.  I then tried to upload the files but the website does not support WAV or MP3 files , so I called back and got another rep on the phone. 

At this time, its about 9:15am and I still had NO answers at all.  The rep told me that there was a “restriction” on my insurance because of Edwin’s conviction.  The rep then said she was going to transfer me to Janet Stuart or  Stewart whom told me that because of Edwin’s conviction, I wasn’t going to get my insurance back because of Edwin’s conviction.  I argued that a year and a half ago, this wasn’t an issue and now I was being penalized for something that I have no control over.  I explained that I was denied housing because I’m married to him and now they took my payment for insurance, said it would be reinstated because they were not open when I called to pay, and all they could say was that they were sorry I was frustrated.  ARE YOU KIDDING ME!!??!!  Well Janet gave me her extension and promised to get back in touch with me.  I gave her my cell number and she said she would call me back today.  When I spoke to all 7 people (it was seven at the last count) I told everyone of them that I was recording the calls and that I was saving them.  I spent 2 ½ hours on the phone this morning trying to get answers as to why my insurance was cancelled when I clearly paid it.  I have yet to get a call back.