Consumer complaint received 2025-11-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DC

Complaint narrative:
USAA Savings Bank reported fraudulent activity on my account on XX/XX/XXXX and asked that I call them. The fraud specialist was unable to determine the fraud source and recommended that I complete the security checklist. I completed the security checklist immediately. The fraud specialist then transferred me to the banking specialist. I asked the banking specialist to close my accounts. The banking specialist refused and exclaimed that it was impossible to close my accounts. The specialist over my objections proceeded to dispute the charges. It was unnecessary given that the fraudster merely transferred money between my accounts and the fraud team was already alerted. 

On XX/XX/XXXX or XXXX, I received another fraud alert from USAA Savings Bank and that alert asked that I call them immediately. I called them. The fraud specialist reviewed my account and recommended that I close my accounts and open new ones and transferred me to a banking specialist. This banking specialist closed my accounts and opened new ones for me. 

I subsequently received notice that USAA reopened XXXX of the accounts ( a savings account ending in XXXX ) I closed because of resolution of the disputed charge. The reopened account had a negative balance of {$3.00}. Then I received a fraud alert notification from USAA Savings Bank on XX/XX/XXXX regarding the reopened savings account ending in XXXX. A third party vendor and the security fraud specialist were unable to determine source of the fraud and told me I was unable to close the account because of a pending transaction-I had attempted to credit {$3.00} to the account to bring the balance to zero. The specialist advised that I wait several days and try to close the account again and to have USAA credit the account with my funds because if the bank does so I don't have to wait for the funds to post. 

In the meanwhile another debit of unknown origin posted to the savings account ending in XXXX even though USAA supposedly limited the account to prevent any debits. Additionally, USAA reopened the other account that I closed due to fraudulent activity. Then subsequently a debit of unknown origin posted to that account even though USAA supposedly limited the account to prevent any debits. 

I called USAA on XX/XX/year> to close my accounts. USAA said they were unable to close my accounts due to a fraud team alert even though the fraud team recommended that I close my accounts, additional debits that will post to my account even though USAA supposedly limited my account to prevent further debits, and my accounts had a negative balance. 

I spoke to the fraud team. The fraud specialist closed out the fraud alert to allow my accounts to close and transferred me to a banking person. The banking person said the fraud team hadn't closed the fraud alert. Then my call was escalated to the supervisory team and they told me to bring my accounts to a XXXX balance in order to be closed. I authorized a transfer to bring my account ending in XXXX to a XXXX balance. However, once that supervisor ( XXXX XXXX finished the transfer declared he wasn't able to close my account due to my pending credit and I should've known because USAA sent me a letter. 

USAA was fully aware of the fraudulent activity on my account and refused to protect my account from further fraudulent activity then actively mislead me as I attempted to close my account.

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