Consumer complaint received 2026-01-23 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: WA

Complaint narrative:
I am the primary account holder on a joint bank account with USAA Federal Savings Bank. I have repeatedly requested closure of this account due to ongoing financial harm caused by my ex-spouses continued overdrafts and misuse of the account. 

USAA has refused to close the account. Initially, no legal justification was provided. I was later informed that the refusal was due to a pending {$57.00} disputed charge, which was initiated by my ex-spouse and there was nothing they could do until all efforts were exhausted. I was even told by XXXX in their credit risk department it had to run its course. Earlier today USAA told me they couldn't talk to me since I mentioned I may have to get legal counsel and they could no longer assist me. 

I have formally stated to USAA, in writing, that : I do not support or authorize the pending dispute ; I withdraw consent to continuation of the dispute ; I accept full financial responsibility for the {$57.00} charge from XXXX ; and I authorize USAA to immediately debit the account for the full amount and reverse any provisional credit associated with the dispute. 

Despite this written authorization, USAA continues to refuse to resolve the charge and close the account. USAA has asserted that the account can not be closed until the process runs its course and there was no way they could change their processes for this. This position unreasonably prolongs the dispute and keeps the account open against my will, despite my authority as the primary account holder and my willingness to immediately resolve the charge. Their unreasonable delay and failure to mitigate known harm to me is reckless especially since I have been a faithful customer for over 22 years. Absolutely disheartening. 

USAAs refusal to act has resulted in : Continued overdrafts and financial liability. 

Ongoing exposure to credit risk. 

Continued financial entanglement with an ex-spouse. 

Failure to mitigate known financial harm after notice. 

Could impact my security clearance with the military Under Regulation E ( 12 CFR 1005 ), financial institutions are required to investigate and resolve disputed transactions and may resolve disputes by posting the charge when the account holder accepts liability. There is no legal requirement to continue provisional credit when an authorized account holder has withdrawn consent and authorized immediate payment. 

USAAs actions constitute an unreasonable delay, failure to mitigate harm, and refusal to honor the rights of an authorized account holder under the deposit account agreement and applicable consumer protection regulations. 

I am requesting CFPB assistance to require USAA to : Immediately resolve the {$57.00} disputed charge by debiting the account ; Close the joint account without further delay ; and Confirm in writing that I have no further financial liability associated with this 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