Consumer complaint received 2026-06-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD

Complaint narrative:
Emergency Complaint Regarding Restricted USAA Checking Account, Payroll Funds, and Resulting Financial Harm I am filing this urgent complaint against USAA Federal Savings Bank regarding the restriction of my main checking account and the banks continued refusal to release available funds, including payroll/benefit deposits, while it states that an investigation is ongoing. My account currently shows a current balance of approximately {$10000.00}, but my available balance is listed as Restricted. The account also shows Deposits on hold : {$0.00}, which makes the restriction especially unclear. On or about XX/XX/year>, deposits posted or were pending to the account, including a VA benefit deposit of approximately {$4300.00} and a DFAS retirement deposit of approximately {$4600.00}. Despite these funds appearing in my account, I do not have access to them. USAA has indicated that the account restriction relates to a prior check/deposit investigation. My understanding is that the check in question has already been paid/cleared, yet USAA is continuing to restrict access to my funds. I have requested clarification and release of funds, but I have not received a sufficient written explanation identifying the legal basis for the continued restriction, the exact amount being restricted, the specific reason for the restriction, or the date when my funds will be released. This restriction is causing immediate and serious financial harm. I have bills and obligations that are already past due or at risk, including my mortgage/home loan, credit card payments, XXXXXXXX XXXX XXXXXXXX, insurance payments, and other obligations. My XXXX bill currently shows overdue in the amount of approximately {$470.00}. My mortgage/home loan account shows a past-due amount and returned-payment activity. My XXXX XXXX account shows a past-due minimum payment and over-limit status after a returned payment. I also have insurance payments scheduled through XXXX and additional obligations that may be impacted. In addition, this restriction is interfering with my ability to collect and manage rental income from my rental properties. I am requesting immediate assistance because the banks continued restriction is causing returned payments, late fees, possible negative credit reporting, over-limit status, and potential damage to my financial standing. I am also concerned that unrelated payroll, retirement, VA benefit, or other electronic deposits are being restricted because of a prior check investigation, even though the current account screen shows no deposit hold amount. I am requesting that USAA be required to : 1. Immediately release all undisputed funds, including payroll, retirement, VA benefit, and other electronic deposits not directly related to the disputed check investigation. 2. Provide a written explanation of the account restriction, including the legal basis, the exact amount restricted, the transaction or deposit causing the restriction, and the expected release date. 3. Provide any Regulation CC hold notice, exception-hold notice, adverse action notice, fraud review notice, or other written notice relied upon by the bank. 4. Confirm whether the prior check/deposit at issue has been paid or returned, and explain why the account remains restricted if the check has been paid. 5. Reimburse all fees, returned-payment charges, late fees, overdraft fees, and other costs caused by the restriction. 6. Provide written confirmation that USAA will assist in correcting or preventing negative credit reporting caused by returned or delayed payments resulting from the restriction. 7. Provide an emergency escalation contact or case manager with authority to resolve the restriction. In addition to the direct financial harm described above, this account restriction has caused significant disruption to my work and income. I have spent more than five hours on the phone with USAA representatives trying to resolve this issue, obtain a clear explanation, and regain access to my funds. This has taken time away from critical work responsibilities and has caused me to miss or delay opportunities for paid work. The ongoing restriction has also caused substantial hardship, stress, and uncertainty because I am unable to access funds that appear in my account while bills, mortgage obligations, credit accounts, insurance payments, and other financial responsibilities remain due.

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