Consumer complaint received 2022-06-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA

Complaint narrative:
We are unable to access money that is ours and have spent hours on the phone trying to resolve this. It is unacceptable that it has taken this much time and effort. The fraudulent flag is still on our account and we are unable to transfer funds or cancel it, even after being told by the CEOs office that they would resolve the problem. 
The last straw occurred today when I was told by XXXX in the CEOs Office that XXXX would call me back and that never happened. 

I am filing a formal complaint with the Consumer Financial Protection Bureau. I would like the following to occur : 1. Cancel the checking account and immediately provide us wiht a check for the account total of {$850.00}. 
2. The XXXX credit card was cancelled on XX/XX/22. However, since then an interest charge of {$15.00} has appeared. This interest is on fraudulent activity that was resolved AND occurred after the account was closed so I would like this zeroed out. 

BRIEF BACKGROUND : There was multiple fraud activity on XXXX  of our USAA accounts starting on XX/XX/22. I have detailed records and notes of all my conversations with USAA attempting to resolve this throughout XXXX. I repeatedly had to call back, speak to multiple people, and spend hours trying to get this corrected. One of the accounts remained incorrect until late XXXX the account showed {$2300.00} more than it should have. I repeatedly told USAA of the error. I didnt want to receive more money than we should. 

Finally on XX/XX/XXXX, I successfully escalated and spoke to XXXX in the CEOs office and was assured this would be resolved within a few days and someone would call me back. I spoke to XXXX and then was able to successfully close one account and the credit card that was involved in the fraud. However, one checking account STILL had an incorrect amount to our favor of {$2300.00}. She assured me that would be resolved by XX/XX/22 and someone would call me. No one did. 

The account was finally corrected on XX/XX/XXXX, as verified online. So I called USAA again on XX/XX/22. After a long time holding, I finally spoke to someone, was transferred multiple times, then finally hung up on or disconnected. I called again on XX/XX/22 and an agent transferred me to the fraud department who said they removed the fraud flag, then they transferred us to another agent who could cancel the account and provide us with our money. Then we were told repeatedly the flag wasnt removed and got transferred around again, not even to the right departments. 

I am now escalating to all involved and regulatory agencies to get this resolved. It should not be this difficult to resolve fraudulent activity and obtain access to money that is mine. I have notes XXXX pages long, have made probably 20+ calls, and have spent at least 20 hours trying to contact USAA and resolve this. I have always had the utmost respect for this company, however I will now never bank with USAA again.

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