Twitter Extended USAA Story

Here are the posts I made on USAA’s FB page, which explain the story:

1st Post to USAA FB Page: My father and I have been a member of USAA for as long as I can remember. He is a Desert Storm veteran and retired law enforcement with serious mental health issues. In recent years, he has developed a new mental health issue where he suffers from episodes of manic psychosis, where he completely loses sense of constructs of reality. In December and January he was stuck in an episode of manic psychosis and our community supports failed to help him... unfortunately, so did USAA. My father's mental illness spent thousands of his dollars donating to political campaigns and when my father got out of psychosis, we called USAA to dispute the charges. There was no way to file charges sooner because he was literally manic psychotic for 2 months straight and I did not have Power of Attorney/Guardianship/Conservatorship over him until after this two months of agony. During this extremely stressful time, we filed and waited. The money had been put back into his account and then later taken back out suddenly. When we called USAA to figure out why, they said it was because we had not uploaded any supporting documents. This process was new to us and we were not aware of this step as we thought we were done with our parts after having spoken to USAA. We again called USAA and they said we just needed to upload supportive documents and that their dispute department would reassess. In early February, I uploaded court documents I had prepared by our attorney who was helping us file for guardianship which detailed all of the accounts with police and hospitals about his state of mental health during the time of the charges. Those disputes were declined by USAA again. When I tried reopening the cases and adding the signed court documents of conservatorship and guardianship I was awarded, again we were declined, even though I was granted these titles because of the actions my father's mental illness took during the months my dad made these charges. USAA says I can not reopen the disputes because now it is after 60 days from the charges. However, I originally uploaded documents within the 60 days and was still denied. I am TIRED of being ignored by USAA- have some compassion and understanding! This is a mistake that USAA made and we are the ones being punished! Someone at USAA, FOR THE SAKE OF GOD, PLEASE JUST ACTUALLY HELP US! #USAA #VeteranMentalHealth

2nd Post after receiving a phone call from USAA Dispute Team: I was just called by the USAA dispute team and told that under no circumstances will my dad's disputes be reimbursed because they were "buyers remorse." SERIOUS MENTAL ILLNESS is not buyers remorse! Episodes of psychosis means he has no constructs of reality anymore! I had it DOCUMENTED in court papers, which led to me getting guardian and conservator over him! He lost the ability to manage HIMSELF over this!...but no, this was just buyers remorse? The dispute team guy said they had no action for mental health issues... WHAT??!! You guys are a VETERANS BANKING SYSTEM... never heard of Veteran Mental Health???? Just completely compassionate-less to this HUGE issue?? I am SOOO embarrassed to be affiliated with USAA. This is suchhhh a disappointment. I will post on here everyday and find other places to voice my concern until this is ADDRESSED. This is no longer just about my dad, but about ALLL the veterans with mental health issues who are being screwed over by USAA policies!

**Issue still unresolved at this point