Consumer complaint received 2023-06-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IN
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
In early XXXX, I got on the phone with USAA and someone helped me walk through opening a " High Performance '' Savings as well as Checking account as I had planned to move banks. I was unable to login due to an " identification '' issue. 

The next couple of days I tried ( with help of USAA support ) to scan my Drivers License with their identity tools, using their guidance. All failed from XXXX, in many different lighting and environment scenarios. So I sent them a scanned physical copy of my ID ( using their guidelines ). It was received on the XXXX. I called in every other day to check on the process, because I couldn't interact with the XXXX accounts until I was verfied who I am. On or around XX/XX/XXXX, XXXX weeks after this all started, I finally was identified. 

During the end of this ID process, I initiated a complaint because of how difficult the technology and process was to prove who I am- it shouldn't take 2 weeks. Someone from the feedback team called me on XX/XX/XXXX, and I gave them feedback on their identity process. I XXXX have been critical towards the technology and process, but I was not demeaning towards the actual person ( " XXXX '' ). I didn't yell or anything, I do recall criticizing how it was 2023 and I'm sending in physical scans of my drivers license through FedEx to prove who I am. 

Last week, XX/XX/XXXX I completed transfer of {$10000.00} into the XXXX XXXX savings account. As well as {$5000.00} into the Checking. Both from the source bank I was moving from. I also transferred {$1300.00} from my XXXX account into the Checking. 

On the morning of XX/XX/XXXX, I was locked out of the mobile app and I called in and the support team stated a note in the system " USAA is exercising their right to terminate banking with you. '' Or close to that statement. 

I was able to get transferred twice through the system, and into the Office of the CEO, where that note came from and the person on the phone told me that " XXXX '', the person who took my feedback call on the ID process, was the one who entered the note. I can't assume anything, but it appears " XXXX '' did not appreciate my feedback on the process and technology and initiated the closing of the accounts, in a form of social XXXX XXXX? 

I begged and cried to get access to my money as I am in the middle of moving states, I was laid off in XXXX and my next direct deposit of Severance was already locked in to USAA Checking for XX/XX/XXXX - I didn't have a chance to update my new address and it will take 60 days for the {$16000.00} check to " bounce around '' XXXX to get to me. I just deposited HALF my rainy day fund into USAA, and now its locked from me for 60 days. 

I apologized PROFUSELY to the person on the call ( I never spoke with " XXXX '' directly ) and to both the XXXX XXXX XXXX separate email to them. I was told I would received a call back on Friday and did not hear from them. I did not get a response to the email either.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation