Consumer complaint received 2023-01-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NH

Complaint narrative:
I contacted USAA bank on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, I called with my daughter & informed them my wife passed away and i did not have a way to access my money or her email where the statements were going, i needed statements mailed and a way to get my funds/ the balance in my account, called again on XX/XX/XXXX, XX/XX/XXXX, they still would not help me, i called again on XX/XX/XXXX to ask to activate my debit card i found that had been mailed to me a few months prior that way i could at least get my balance and the agent told me he couldn't assist me but if i mailed a notarized letter in asking the account to be closed and a check mailed they would do it, I immediately did so, in the letter i included my current phone info so they could send the text code to it, my address & a voided check. My social security of {$1800.00} was going into this account so I wrote my daughter a check for {$1800.00} so I could have my money to pay bills but the check was returned for NSF and it should not have been. my wife passed away on XX/XX/XXXX - the additional money from both of our social security in XXXX should have been in there plus my XX/XX/XXXX benefit for myself and they wont give me statements when i told them there must be fraud! on XX/XX/XXXX i received a letter dated XX/XX/XXXX requesting i fax them a copy of the death certificate to process the changes requested, which i did on XX/XX/XXXX - I received a letter dated XX/XX/XXXX saying the changes had been made and my wife 's name removed!!! No check, no statements, nothing! I called XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX with my daughter trying to help me. They said there was a problem with my social security number not bringing up the right account and still would not help me. On XX/XX/XXXX I called again!!! They told me to mail a copy of my ID and they would have someone call me- I did as they requested once again and no one ever called me! On XX/XX/XXXX I decided to write myself a check my newly opened account at a local bank. I wrote the check for a lesser amount of {$1000.00} as I have my check book but no way to see a balance or what's been going on in my account. XX/XX/XXXX I wrote another for {$850.00} which again should have been there due to my social security being XXXX. On XX/XX/XXXX the check for {$850.00} was charged back as NSF! I called on XX/XX/XXXX & XX/XX/XXXX and asked them why they took my money back. I want my statement, I want an investigation done, someone is stealing my money!!! They gave me the run around, told me to mail in my ID again which I told them I did and no one called me, either USAA bank is stealing my money or they have been letting someone else! I have had to borrow money from my daughter to survive the months they refused to allow me to get my money. There are multiple Reg E Violations as i have not received any statements since i reported i did not have access to my wife 's email on XX/XX/XXXX & in the other conversations listed - at this point i'm not sure how long this fraud has been going on, now i want a years worth of statements mailed to me so i can see account activity and report the unauthorized charges! I also want any funds back for any charges that have come out of my account since I reported I wanted an investigation done AND I mailed them a notarized letter asking the account to be closed and a check mailed for the balance. Nevermind the pain and suffering i have had to go through, my wife passed away and i have to worry about how im supposed to survive as my bank wouldn't help me or give me my money after i did everything they asked.

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