Consumer complaint received 2021-10-27
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:
I filed a complaint against this bank earlier this year. My wife had an account that she closed in XXXX. We lost online access to that account immediately after she closed it and could no longer see any charges or funds being processed. Approximately 60 days after that, I was paid by a new job, and the bank seized my entire paycheck. The bank seized this money out of my account because my name was on my wife 's account. After my wife closed her account, many charges were posted to the account that we have no recollection of authorizing. We could not report the erroneous charges within the legal time frame because we were unaware that the account was still actively processing charges. Again, we closed the account and no longer could view details. We claimed fraud and disputed the charges that should not have been able to have been processed after we closed the account. The bank 's associates insisted that we still had access to our online portal to view account details when we did not. We repeated this dispute process often enough that the bank " flagged us '' for disputing the charges so many times. Eventually, the bank elected to exercise its right to stop doing business with us. This event has caused severe financial stress in our lives as we were in the middle of moving right as the pandemic caused a nationwide shutdown. I had charges pending to my account that was valid that USAA flagged as fraud and then refused to pay. I have had to pay several large bills twice because of this. There has been no accountability for where our money has gone, including the federal government 's initial stimulus payment for COVID-19 relief. An executive assistant called me after I made this complaint the first time and said that they found no wrongdoing in their own internal investigation. I disputed the contents of their findings over the phone. I have not received the information from this bank that I need. We have called them multiple times to get paper copies of our statements from the account to try and understand what happened. We still receive emails about an insurance payment being due when we no longer conduct business with them. I have found that this entire struggle has been woefully opaque. We have had to try and construct logs of everything that has happened from our memory without concrete detail because we trusted the bank to deal with us fairly. Whomever of their associates we talk to has notes of every call and transaction, but we do not have the same level of information. We feel disadvantaged and robbed. We do not have any statements, bills, or online portal access to access any evidence with which to dispute the charges. We were entirely reliant on this financial institution that we trusted with our money. Friends and family, coworkers, and associates are shocked and appalled to hear my story. Even legal consultation tells us that everything the bank did was legal. So we have absolutely no recourse against this large organization. We feel underrepresented, taken advantage of, and misinformed.

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