Consumer complaint received 2025-04-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
On Wednesday, XX/XX/XXXX, my debit card was declined shortly after just having used it without an issue. The intended purchase was at a vending machine for {$2.00}. After checking my banking app and ensuring there was more than a sufficient amount of money in the account, ( {$2400.00} in one, and {$2500.00} in the other ) a red banner indicated both of my checking accounts were restricted, and I was informed to call USAA for more details and next steps. 
It's important to mention that I had previously disputed a fraudulent set of charges on my account, received a new card, and activated it. USAA issued provisional credits, conducted an investigation, found in my favor, received a refund from the merchant, and closed the investigation. While the disputed charges were numerous, they were all various minor amounts, ( i.e. {$2.00}, {$5.00}, {$17.00} etc. ) which is why it took some time for me to notice. During this time, and in subsequent previous calls, I made USAA representatives aware of a possible scam involving a call from USAA 's phone number but requesting a call back to a completely separate number. They informed me they were aware of this scam, and it had been going around for some time now. 
Upon calling them on Wednesday, I was told USAA was closing my accounts and were no longer doing business with me. No explanation, no options, nothing. I was told that a letter would be sent out with any money remaining in my account in 3 business days. I was told I would have no access to my funds, and any scheduled transactions would be declined, but I could however still receive deposits. I explained that I'm currently in another city across the state and have no access to any other funds. Both of my checking accounts and an additional credit card were exclusively with them. I have no way to pay for lodging, food, and no way to get back. I don't have any options and less than {$13.00} in cash. I have every other expense a family has, but most importantly, I'm literally out on the street in a city I've never been in. 
I escalated the call and was told I had called too " early '' in the process, and there was no information available. I would need to call back on Thursday the XXXX at the earliest. Upon calling again this morning and requesting a review of my account restrictions, and after explaining the above situation, the explanation I received was I committed a " violation of the USAA depository agreement '' and nothing else. A letter and a check with any remaining money would be sent out now in 60 days. There was no other department I could speak with, and nothing they could do. The review would take an estimated 3 business days, with the Holiday weekend prolonging this. When pressed, I was informed there is no freeze on the account, there is no lein or court order from a creditor, there is no garnishment writ, merely a " soft hold. '' They could however lift it for my credit card payment that was due. I have exhausted any and all effort, asked every question, begged, and even tried to negotiate some sort of partial withdrawal, but was given no recourse. The paperwork in my documents tab affirms the positive conclusion of the investigations of fraudulent activity, with no fault by me. I have been a good standing member of USAA for 17 years, have enough funds to cover the full balance of the credit card if they chose to withdraw it, with {$1500.00} left owed to me. I sent a copy of my Texas drivers license for verification to the secure link available in my profile, an email requesting emergency access, at the very least to my VA XXXX amount. I've heard nothing, and am at the risk of not only being out on the street, potentially facing legal trouble if I can't settle the bill for my hotel. I haven't committed any crime, yet I've been treated as such. I have money in an institution I've trusted for almost 2 decades that is being kept from me for no clear reason, with no clear timeline for gaining access to it. I'm forced to sit and wait and hope that {$13.00} will stretch to a time unknown on a XX/XX/XXXX50/50 chance a review favors me. I served in the military to qualify for my membership, I wouldn't have qualified otherwise. I'm disappointed, but more importantly afraid for my immediate future and safety, and desperately need access to my funds.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation