Consumer complaint received 2023-06-09
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
My husband and I had a Checking account with USAA Federal Savings Bank for 20+ years. I got a text notification on XX/XX/2023 ( Saturday ) at XXXX from USAA stating that access to our account was restricted due to suspicious activity. We had been having problems for about 6 months with someone trying to get into our account, opening up a 2nd checking account, and we'd done everything they advised us to do with changing user names, passwords, and I had to get a new debit card. When I called them back on XX/XX/2023 to find out what was going on, they advised that USAA would be closing our account because the fraud attempts on our account. I told them I had just over {$900.00} in that account and I wanted to pull it out before they closed it and they would not all us to do that. The customer service rep at that time would not allow me to talk with someone in the Fraud department or a supervisor. He just continued to say they would be closing the account in 60 days and the reason they had to keep it open that long was in case any deposits came through, but nothing could be taken out. 
Our account should have been closed on XX/XX/2023, but to date it has not been closed and I still have not received the money from that account. I called them on XX/XX/2023 ( Friday ) and was informed the account was still open. After a LONG time with the customer service rep going back and forth with another department ( assuming the Fraud department ) I was told by the person I was speaking with that he didn't quite understand the technical problem, but he said my account would be closed in 1-2 business days and my money would be in the mail at that time. 2 business days was XX/XX/2023. I called them again today, XX/XX/2023, and was told my account was still not closed. The information just continues to be relayed through a regular customer service agent so I am still unclear what the issue is and have to sit on hold for extended periods. Today I spent well over an hour on the phone, again, with several individuals and was finally allowed to speak with someone in the Fraud department directly. I was told the same thing I was told on XX/XX/2023, which was that they would do what was needed so the account would be closed. This time, the person said they would not give me any specific number of days before it was resolved, but that she was the right person for this to be elevated to and she was working with senior staff to resolve it. If the purpose of leaving it open for 60 days is solely to allow for " deposits '' to be accepted, it make no sense to me why they could not have allowed us to take out our funds the day they contacted us, or send us our funds at some point sooner than 60 days. My husband has a lot of medical issues going on and our budget is tight, so even though it is only {$920.00}, not having those funds for medications, copays, etc., has created some financial hardships for us and we just want this resolved and want our money sent to us.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation