Consumer complaint received 2021-03-12
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
Sir/Ma'am, XXXX XXXX Member IDXXXX Account Closer and Termination of Membership I'm writing about a close account with USAA. I contacted the bank on or around XXXX XX/XX/XXXX about fraudulent activity on my credit card accounts. The representative took my complaint and forwarded it to the Fraud Department. someone from the Fraud Department call me the same day or a day later to get an report. I gave my report and the agent went back over what he wrote and there was one statement that I didn't agree what was written. cant remember the exact wording, but it was to the fact that I have given my banking information to someone and I did not make that statement. And he told me that since there was an discrepancy with that particular statement that it would have to be looked into by someone else. He also told me that after the statement was looked at again that USAA could stop my membership along with close all of my banking accounts. I asked how when I didn't have anything to do with it. I'm sure you all will see all of what I'm saying on the report. Long story short I get a call yesterday XXXX XX/XX/XXXX informing me that USAA will no longer do business with me and that all of my accounts will be closed within the 60 days. At this time I ask does that mean I can never get my memberships back again and he said no you will not be able to. I was very frustrated to hear this but I had no other choice but to accept. I used USAA as my primary banking institute. I tried to access my account to bay bills, the most important was my electrical bill that's due XXXX XX/XX/XXXX. I have no other money that I have access to. Not only is my electrical bill due and at risk at being cut off, I have child care, I need food to feed my family, gas to get back and forth to work, medication for my wife, water bill is due next week, along with other bills that I have. I am the sole source of income right now my wife has not worked since XX/XX/XXXX due to the pandemic she received unemployment for about six weeks and nothing afterwards. She also was diagnosed with XXXX and XXXX XXXX and she has to have medication to manage the pain along with doctor visits. This really put me and family under finical stress during this terrible time that we are having with the pandemic. I don't understand how a bank could do Americans like this at this during this dark time we are experiencing. to take away someone's money when people are struggling to make mortgage payments, food on their tables, paying their electrical bills all of the necessities required in order to live and try to provide for their families. There should be a Federal Mandate on bans that require them not to close people accounts during a pandemic or at least give them 30 days to get their affairs in order so that they are able to have access to their money and can continue to pay their bills and have food. Again I just don't see how you can do fellow Americans like this. President Biden 's intent is to help all Americans during the pandemic and I'm sure he wouldn't like to hear what banks are doing to their customers instead of helping them you are hurting them. President Biden signed the American Rescue Plan to send Americans up to {$1400.00} to help people like me and my family. My stimulus was scheduled to be deposited into my USAA account, but not it cant because my account is closed. This stimulus would have really helped my family to pay bills relieving some stress from us. not only that my IRS return was scheduled to be deposited into this account that I can't receive. Then I'm told that deposits can come in but nothing can go out. So that means you can hold my much needed money for up to 60 days before you close out my accounts and then send my money. In 60 days I would more than likely be have lost everything that I have my home, cars, credit. Our stimulus and our IRS returns would have really help us from struggling and provided us the opportunity to see some light. This is really wrong to do people like this and I think you need to take a look into your banking rules and be compassionate during this time. 

I would like for you to please un-restrict my account and allow me to at least get money to pay my bills and provide for my family. But again I did not attempt any fraud on any of my accounts and I ask that it be looked at again at the highest level. 

I would like for you to consider expediating my account to do whatever needs to be done so that I can move on and put this behind me. I have always appreciated being a member of USAA and do not like the way our relationship ended although I do know you have rules and regulations. 

Thank you

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation