Consumer complaint received 2021-01-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/XXXX a deposit of {$84000.00} was made into my account. 
On XX/XX/XXXX 3 withdrawals totalling {$5000.00} were made against my account as a refund was granted by USAA bank through XXXX that wasn't approved by myself but only by USAA bank because the original purchaser, XXXX XXXX, a XXXX year old child wanted a refund. USAA granted the refund without my approval or notification, then turned around and froze all the funds in my account on a 72 hour " fraud determination hold '' without my approval. I called 3 days later and found out that USAA had indeed closed my account and placed my entire balance of {$75000.00} on frozen hold for their policies and procedures authorization of policies for 60 days until XX/XX/XXXX when they said they were authorized to snail mail me out a paper check to my residence. They closed my account on XX/XX/XXXX and did not allow me access to my account or a refund of my balance of {$75000.00}, which is still with them almost 6 months later. The head of the fraud department, XXXX XXXX at XXXX XXXX XXXX XXXX that was assigned to my case, no longer worked there they told me and wouldn't refer me to anyone else to talk to me. 
They also had my phone number flagged in their phone system as my calls were not to be accepted by them. Every time I called them they're phone system would would automatically drop my calls and tell me that I was calling at non business hours which wasn't true. I finally used another phone number to call and spoke with the fraud department and them saying that I had committed fraud with no proof. We the 60 day hold on my funds deadline of XX/XX/XXXX has come and gone, it's now almost 6 months later as of XX/XX/XXXX and I still don't have the {$75000.00} plus balance of my funds returned to myself and they have my current address. I lost a lot of friends and potential clients because I haven't had access to my funds, not including the other pain and suffering that I have gone through by not having access to my funds. My children 's last birthdays and XXXX was practically non existent since I did not have funds to access to funds to purchase things for them. I even had to go on food stamps or XXXX  as they refer to it in California because I could afford to go out and purchase food. This is sad and should not be allowed by banking institutions to lie to people like me about giving distinct dates that they will provide you back your money and don't. The only communications that I have received from USAA bank since XX/XX/XXXX is my monthly balance statements with no indications of when they will return my funds. USAA is very unprofessional and nasty towards people if you get on their bad side but I never had a chance to prove or address the fraud issue that I was accused of by a XXXX year old kid. 
That same XXXX year old kid just so happened to have run away from home after his bank through XXXX froze his bank account because they found out that he was only XXXX years old, so he had never gained access to the money either. 
I hope you can help me recover my funds quickly and put a stop to their 800 pound gorilla in the room illegal practices. Thank you for your time and attention to this. matter.

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