Consumer complaint received 2022-11-29
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
Bank : USAA. Reason for complaint : I was not provided any explanation as to why USAA decided to terminate it's services with me. USAA only states " due to your account activity or usage with us or an affiliate ''. 

On XX/XX/2022 I was in the process of making a {$50.00} donation, but it didn't go through. My credit card ( ending XXXX ) kept getting declined. I then went onto my USAA app to check for the issue and found that it was closed out. I contacted USAA credit card department first to inquire why my account was closed. I was told that USAA had made a decision to terminate it's relationship with me ( all products and services ). The agent I spoke to had notice a letter that was generated that day ( XX/XX/XXXX ) to notify me that USAA was planning to terminate it's services with me. Mind you, I was never given a heads up on the matter and found out about this issue because of my credit card being declined. The agent attempted to review everything, but could not find the answer as to why USAA decided to cut ties with me. They involved their supervisors and was also told that the supervisors couldn't figure out the main reason to the termination. I did an online search as to what would be the cause of USAA terminating me, but could not find any answers. A similar response what always came up was " banks have within their contract a clause stating that they reserve the rights to terminate anyone without a reason ''. I understand that this would apply if I found an egregious transaction within my accounts, but I couldn't find anything that would raise a red flag. 

XX/XX/XXXX : The following day I contacted USAA again and was connected to their agent, XXXX, who also told me that they were not able to find the reason why the accounts are being closed and just provided the info on what I needed to expect moving forward. I was then transferred to XXXX ( account reviewer ) who couldn't figure out the issue then I was transferred again to a Security Specialist by the name of XXXX. They attempted to figure out why my accounts were being closed, but was not successful. However, they went above and beyond and assisted me in submitting a reconciliation request for USAA 's services. I was later then contacted by another security specialist, XXXX who stated they were going to review my whole account and contact me back in XXXX hrs. I did not hear from anyone. 

The following days I contacted USAA to figure out what I needed to do as they closed everything out and I was not able to utilize my debit or credit card. I had nearly $ XXXX in my checking account and I was told they wouldn't release the funds to me until everything was closed out within XXXX days. 

( I'm not sure how banks are allowed to do this because all my money was in USAA. I had all my auto payments and deposits going into USAA. What if someone less fortunate that I am and not skilled enough to figure out what happened and couldn't pay bills and whatnot? I believe that when banks close out their client 's accounts via this method, it is very detrimental for someone who doesn't have the means to cover their financial matters ) The last few weeks has been a mess trying to open up a new banking account and making sure auto payments were changed as everything was under USAA. All I have received were letters from USAA. USAA never called me to let me know about this issue and I still have not received any contacts from them, unless I made the call myself. I don't mind USAA terminating my XXXX years of using their services if I can be provided with a detailed explanation as to why they made the decision to terminate me. I have reviewed all my transactions on my checking and credit cards, and can not find anything out of place. Please look into the matter as to why USAA made a decision to terminate it's services with me. I believe I've spoken to most of the departments in USAA and no one knows why I was terminated. Everyone kept stating it " came from up top ''. Again, I'm fine with being terminated, but please tell me why.

Company response to consumer: Closed with explanation