Consumer complaint received 2025-03-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC

Complaint narrative:
I am writing to file a formal complaint against USAA Federal Savings Bank regarding the unreasonable freezing of all my accounts and their refusal to provide adequate explanation or accommodation despite my status as a XXXX XXXX Total and Permanent XXXX Veteran who depends solely on VA compensation and pension payments. 

XXXX of Events : On XX/XX/year>, I received a text notification from USAA alerting me to suspicious activity on my account and requesting verification of certain charges. I promptly responded that these charges were not authorized by me. USAA then froze all of my accounts. I immediately called USAA customer service, verified my identity, and believed the matter was resolved. However, since XX/XX/year>, USAA has : Restricted all of my accounts to only accept deposits Prevented me from making any withdrawals, payments, transfers, or accessing my funds in any way Informed me that this restriction will remain in place for XXXX  days Stated they will terminate their banking relationship with me after this XXXX period without providing any reason Refused to explain why these restrictions were implemented, especially considering I was the potential victim of fraud, not the perpetrator Attempts to Resolve : I have made multiple reasonable requests to USAA, XXXX of which have been denied : I requested an explanation for the account restrictions - DENIED I asked to close my existing accounts and/or open new ones - DENIED I requested to stop all incoming deposits to these frozen accounts - DENIED I requested to transfer my funds to a family member who also banks with USAA - DENIED Impact XXXX Me and My Family As a XXXX XXXX  Total and Permanent XXXX Veteran, I rely exclusively on VA compensation and pension payments for my daily living expenses. These benefits are scheduled to be deposited into my USAA account within days and can not be redirected through the Department of Treasury in time. 

USAA 's actions have : Left me with no access to my funds for XXXX  days Created severe financial hardship for me and my family Prevented me from paying bills and meeting basic needs Caused unnecessary stress and anxiety during an already difficult time Trapped my incoming VA benefits in an account I can not access Request for Resolution I am requesting the CFPB 's intervention to : Require USAA to immediately lift the restrictions on my accounts OR expedite the transfer of my funds to another financial institution Require USAA to provide a clear, detailed explanation for their actions Investigate whether USAA 's practices violate any banking regulations, particularly those protecting veterans and victims of fraud Determine if USAA 's refusal to provide an explanation or reasonable accommodation constitutes unfair or deceptive banking practices I believe USAA 's actions are unreasonable, especially considering I reported the fraud to them and have been a customer in good standing for almost XXXX  years. Their refusal to provide any explanation or accommodation has created an extreme hardship. 
Thank you for your attention to this urgent matter. I am available to provide any additional information required. 

Sincerely, XXXX XXXX Account Information : Account Number ( XXXX ) : XXXX, XXXX, XXXX, XXXX, XXXX Name on Account : XXXX XXXX

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