Consumer complaint received 2018-07-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I have ben a member in good standing of USAA for over 20years and former servicemen. 

On XX/XX/XXXX received a letter advising that I am using my account for business transaction. Indicators for business transactions were " Deposits in the name of the business '' I don't recall any deposits in the name of the business being made. No supports were given. 

On XX/XX/XXXX received a voicemail asking about possible business activity on my personal checking account with USAA. 

XXXX XX/XX/25 I returned the USAA call at phone number XXXX, and talked to Mr. XXXX XXXX ( spell ) and answered / clarified all his questions and deposits. He was satisfied and said if any other questions or concerns they would contact me. 

XX/XX/XXXX - My wife with her kids tried to withdraw cash from a ATM but was unable due to the account being closed. I called a USAA rep and asked to speak to a supervisor. 

XX/XX/XXXX I talked to Mrs. XXXX and she reviewed the file and said the account was closed. I gave her all my info ( recapped above ). She would follow up with me on the follow day ( XX/XX/XXXX ). 

XX/XX/XXXX received a follow up call from Mrs XXXX and she said a letter was mailed to me on XX/XX/XXXX Friday that they would close my account due to business transactions. I never received this notification or any other communication whatsoever since XX/XX/XXXX. 

I asked Mrs XXXX to send me the letter via USAA documents on line. Which I attached to this file. 

XX/XX/XXXX - I've asked Mrs. XXXX to escalate this and to speak to XXXX XXXX, Genal Manger, Deposit Experiences whom sent the letter closing the account.. 

I was advise this area of the bank was not for members access but Mrs XXXX would try and escalate accordingly. 

As of XX/XX/1600 hours No call back or details on how I can ask my questions as to what supports they were looking at. I have my money locked with a promise of a " check in the mail ''. 


+ Keep in mind, Friday XX/XX/XXXX is the letter saying they closed the account. ( See attached file ). This was mailed to my home.. I have not received this letter due to the fact it was mailed Friday the XXXX and the weekend, I only learned of the account closing when we tried to withdraw money. Not affording me ANY time to move my money or set up a new bank account so I can pay my bills or deposit my pay. I have checks and other deposits coming to my account that  will not clear and bills that will not get paid. I did not receive notification prior to closing the account. I will incur fees, possible credit reporting issues and other associated items due to the banks improper notification or providing supports for closing my account. 

As a former service man I am astonished of the lack of supports, reason and communication on this subject matter. It has basically been once sided with no means of me to speak with a manager in charge of the decision process. For a bank that services the service women and men and advertise loyalty and support. - this is so far from the truth with regards to this issue. 

We are at a loss.

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