Consumer complaint received 2025-11-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
Subject : Formal Complaint Improper Account Closure, Incorrect Fraud Classification, and Unexplained Loss of Funds To Whom It May Concern, I am filing this complaint regarding the improper closure of my bank accounts, an inaccurate fraud designation involving an account opened for my minor son, and the disappearance of funds immediately before the bank restricted my access. Despite multiple attempts to resolve this directly with the bank, I have been unable to obtain any explanation or meaningful assistance. 

My son was XXXX when the account was opened and has since turned XXXX. When the bank requested identity verification, he complied fully. Despite this, the bank marked the account as fraudulent and initiated closure of my accounts and the termination of our entire banking relationship. XXXX different representatives gave conflicting explanations regarding missing funds. Importantly, a knowledgeable representative confirmed that the missing funds were not related to any dispute, did not match any dispute amount, and were likely internal reversals the bank performed on the day my access became restricted. She explicitly stated the credit was permanent and that the disappearance of the funds was unrelated to the fraud allegation. 

On XX/XX/year>, a supervisor finally returned my call. He informed me he was unable to help, could not provide any reason for the closure, and stated only that I should receive a letter explaining the decision. He further stated that he was unable to open it, meaning he could not or would not disclose the internal justification behind the determination. He advised me to wait for the letter and call back if I still had questions. This is an inadequate response, as it prevents me from understanding, disputing, or correcting whatever the bank believes occurred. It also contradicts what prior representatives told me and leaves me without recourse while the bank appears to have already reported negative information about me to consumer reporting agencies. 

This situation has now escalated to the point where I have been denied when attempting to open accounts at other financial institutions. This strongly suggests the bank has submitted inaccurate or unjustified information to XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, or similar agencies. I did not commit fraud, nor did my son. The banks internal error or misclassification is causing severe financial harm. 

I am requesting the CFPB to : XXXX. Require the bank to provide the specific reason for termination of my accounts. 


XXXX. Require them to produce any reports they filed with XXXX, XXXX, or similar agencies. 


XXXX. Require immediate correction of any inaccurate or unverified information they have reported. 


XXXX. Investigate the missing funds and the internal reversals noted by their own representative. 


XXXX. Ensure the bank explains why identity verification was accepted but the fraud label was not removed. 



Thank you for reviewing this matter. I am seeking correction of the false information, reinstatement of accurate records, and a clear explanation from the bank.

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