Consumer complaint received 2022-06-04
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: ME
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I joined the XXXX XXXX XXXX in XXXX, directly after XXXX  from high school, and XXXX later, in XXXX, I retired as a XXXX, after an hXXXX XXXX XXXX career. 

As a banking client for 34-years, on XX/XX/XXXX, I received a " surprise '' letter from USAA Federal Savings Bank , informing me that " after careful evaluation, we're sorry to inform you that USAA Federal Savings Bank is exercising its right to no longer do banking business with you pursuant to our Depository Agreement. We are electing to close the following accounts XX/XX/XXXX : Checking account ending in XXXX Savings account ending in XXXX '' I immediately wrote to the bank requesting reconsideration along with the reason for closing my accounts. On XX/XX/XXXX, USAA responded as follows, " On XX/XX/XXXX, you were informed that your checking and savings accounts would be closed. According to the terms and conditions outlined in the Depository Agreement and Disclosures, " We may close your account at any time without advance notice. '' '' In their letter, USAA continued, " We're aware of your continued dissatisfaction with our decision ; however, our position remains unchanged. While we understand this is not the outcome you were seeking, we appreciate the opportunity to review the situation and explain our position. Please be advised that this is our final reply to you about this matter. '' In XX/XX/XXXX, I was informed by USAA that an unknown person was attempting to access my accounts. I informed the bank that I was a victim to identity theft and that my credit reports are currently frozen. Since my ID theft was active, I requested their assistance in identifying the individual trying to access my accounts. I was not provided with any information. Three months later, USAA notified me they were closing my accounts. I believe they have an obligation to protect my identity and as a result, they have failed me in this regard. 

USAA never gave me any reason for which they elected to terminate my long-standing accounts, nor did they " explain their position '' other than this was their final reply. I did not break any laws with USAA, I did not misrepresent them, and I did not do anything to cause them and harm or tortious interference. In fact, over the years, I encouraged my military colleagues to join the bank and its associated entities. 

After my XXXX XXXX  career, I was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Having my checking and savings accounts taken away from me has exacerbated my XXXX and every time I see the USAA Federal Savings Bank advertisement on the TV, my XXXX  increases significantly. I can not fathom why USAA would terminate my relationship with them, especially after such a long relationship.

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