Consumer complaint received 2020-02-22
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SD
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My wife and I are retired and live full time in an RV. We use a PMB address with XXXX 's XXXX in XXXX XXXX SD for my legal residence and all matters except banking. Because of the Patriot Act I use a next of kin address for the permanent address, all of which I've explained many many times. I've described this to every representative that would listen. Several people told me that it was not a problem. 

Anyway, on about XX/XX/XXXX I enrolled in the USAA Credit Union. I immediately created a savings account and transferred {$10000.00} from a savings account with XXXX XXXX. Everything was created via a telephone call because the online software was too buggy to work. Every representative I spoke with was told that I live full time in an RV and that I have no permanent physical domicile. I advised every representative that I would be using a next of kin address for my permanent address as per the Patriot Act. I stressed this vigorously with every representative I spoke. I've researched this and have found that if a customer has no permanent physical address, that next of kin satisfies legal requirements. Today I spoke with a banker with XXXX XXXX and she acknowledged that she also understood this to be true. 

I also contacted the USAA investments ( XXXX XXXX ) and arranged for XXXX XXXX to be transferred into an Ira , and XXXX of that was to be spent purchasing a fixed lifetime joint annuity. I then initiated a rollover from a 401k managed by " The Standard '' On XX/XX/XXXX I found that I was locked out of my online account ( this also happened the day before, but corrected with a phone call ). The representative told me that USAA was accusing me of fraud and that they were closing all accounts. I spoke with many representatives spending approx 2 hours talking to people trying to discover what the hell was going one.  Everyone I spoke to told me 1 ) I was suspected of fraud 2 ) They couldn't tell me anything about the fraud, evidence, or any details 3 ) They couldn't tell me why I was suspected of fraud 4 ) They couldn't tell me when, how or if my XXXX dollars would be returned except one lady said that she thought my money would be sent via a check. 

Today ( XX/XX/XXXX ) I spoke with a representative that told me that she could not tell me if my money would be returned. She could not tell me that my money would not be returned. She could not tell me why my money was being withheld. Basically, she couldn't tell me ANYTHING except that I was suspected of fraud. 

I've committed no fraud. I live an unusual life circumstance but I've tried very hard to explain this to every one that would listen. USAA clerks are all very mechanical and they engage the brains very little. 

the bottom line, I want my {$10000.00} immediately. I want the money to be placed into an account from which I can recover it immediately. Hell, wouldn't you? 

This has been a nightmare to a degree that I've never experienced.

Company response to consumer: Closed with explanation