Consumer complaint received 2022-03-28
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/XXXX, which was a Sunday, I received a letter in my inbox on my app with my bank USAA. It stated they were happy to have done business with me but now they were closing all my accounts. This included 2 checking accounts, 2 savings accounts, and a youth checking account. I have banked with them for almost 10 years and never had any kinds of issues whatsoever. I am a travel nurse and was in XXXX on an assignment, staying in a hotel, when they closed my accounts preventing me from accessing any of my money nor use my debit card. My checking accounts had over {$4000.00} in them at this time and I couldnt even buy something to drink. I contacted USAA the following day, Monday, spoke with XXXX with the event resolution team and he went thru my accounts line by line and couldnt see anything to indicate why this happened except the same letter I had received in my inbox. He put in to have it investigated, informed me it would take 5 business days and he was expediting it. I never heard back from USAA. So 7 days later I call USAA and I get told that the representative couldnt verify me by sending me a code because its not giving him that option, so nobody could help me whatsoever nor could I even talk to someone else. 7 days later I call back to USAA again inquiring about the investigation that XXXX had submitted for me and informed her that I needed the money out of my bank at this point. Im then told I can have my money in 60 days when they close out my account. Also they returned any payment I had made over that weekend when they first closed my account, even though I had money in my accounts I was then charged the insufficient funds charge for each return. Thankfully it was only a truck payment and a credit card payment. They did inform me on that initial letter that they would be returning anything that came in to be paid but if a deposits made then they will accept it. However, even though they accept it I still wouldnt have access to it because they are closing my accounts. It was total XXXX being halfway across the US from my home but I also still had my hotel room to pay for and my airline ticket back home. I literally went 2 entire days without eating because I had no access to my money. I ended up having to borrow money from my 401k just to leave XXXX and get back home since all of my savings and my payroll deposit from my employer that was only made 2 days prior to them doing this along with all of my other money I had saved and that was to be used for bills but now all of a sudden I have no access to it. Its been 2 weeks and my account still has around {$3800.00} ( the NSF charges are what they are taking from my account now ). When I spoke to USAA today I was informed there wasnt anything they could do because it was related to fraud. The fraud was from my card getting hacked and USAA is the one who caught it and notified me of the activity and it was fraud but it had nothing to do with anything I had done whatsoever. There is no reason that the bank will not give me my money out of my accounts especially for 60 days. This has been the biggest nightmare of my life and Im having to deal with this while working directly on the frontlines as a nurse taking care of covid patients knowing what all Im risking to do it to help someone else. And here I am getting done so incredibly awful by USAA to the point I was actually starving. I just want my money from my accounts at this point and I want it all now.

Company response to consumer: Closed with monetary relief