Consumer complaint received 2024-12-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI

Complaint narrative:
On XX/XX/2024, I tried to use my debit card at the grocery store with USAA. My card was declined. I tried to get money out of my savings and it was declined. My VA protected income which is deposited into these accounts couldnt be accessed and my account was frozen/locked. I was told a letter would be sent to me and no one would tell me what happened at the bank in customer service. I got a letter in my inbox in the USAA app saying the bank had randomly decided to stop doing business with me and that they were going to be closing the account within 60 days and that any funds coming into the account would be accepted by the bank but held and at the end of the closure the bank would send out a check to my home address. 

I called the bank and asked to talk to XXXX  members relations.. XXXX and talked to a XXXX and XXXX XXXX who stated that they had assigned a members advocacy team member who could help us get some answers and we would hear from that person in a few minutes several hours went by and we never got a call. Its XXXX and my entire income and savings is locked up. I contacted my payroll to try and stop my paycheck and my wives from coming into the account from XXXX as well as called the VA and I was told that the checks from XXXX and the VA were cut early on the XXXX of XXXX due to the holiday. 

I was supposed to be on vacation at XXXX XXXX with my kids and family as their XXXX present this year and now there is nothing my kids are opening or getting for XXXX. My mortgage is due on the XXXX, my cell phone bill is due, my electric is due, all of my bills are due and facing shutoff. I have begged my car loans to give me an extension and only XXXX is working with me due tot he situation. My wife and Is credit is going to be ruined over this and we need to maintain our credit for our job with XXXX. I had to call my XXXX security and involve my entire command.. pulling people off leave so that the XXXX XXXX was aware of what was happening to our bank right now. 

I have no idea what is going on. I filed some disputes due to my card being stolen and used by a punk teenage friend of my daughters. I have evidence of the merchants being talked to about the situation and the banks investigations are either pending or have come back favorable. 

I havent been asked for any of my documents to help with anything pending, I havent been called or anything! My wife checked her records and emails and documents and she also does not have any information or missed calls. 

As a consumer, veteran, and customer who has been with USAA for 15 years this has severely impacted my ability to survive for the next XXXX days. Right now I am having to borrow money from friend and family and ask for help beyond measure. Its embossing and I feel like the bank has comiited highway robbery with my money. 

From a business standpoint I understand the bank is protecting itself and is conducting investigations or finalizing disputes but I have {$4000.00} in savings and {$7500.00} in checking as of next week when my checks post from XXXX and the XXXX which they will. However, the bank should be working with me and my wife to keep any money that is being investigated and disputed and release the other funds not in question, especially my protected funding with the 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