Consumer complaint received 2026-04-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Bounced checks or returned payments
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL

Complaint narrative:
I took a job offer through XXXX after being employed 7 years. I was interviewed on XXXX XXXX, which I thought was professional. They said I needed to order my equipment but they would give me a sign on check ( {$3500.00} ) and what was left, I could keep. I deposit the check into USAA & they make the funds available immediately. I assume that my bank is my first safeguard against fraud and since they say the funds are available, that is what it means. That was XX/XX/XXXX. Today I woke up and my account is short the {$3500.00}. Since I have frozen my debit, all 3 credit reports and filed with FTC, this negative amount comes as no surprise. It hurts, it brings up horrible feeling because this has been tough on me and so at the end of my 8 hour shift I call USAA to speak about the {$3500.00} gone from my account. I get XXXX, who like the last couple agents start asking me the same probing questions I get asked every time I call. To relive the same questions that make me feel stupid and make me super upset, is beyond me. The disputes, the ID Theft Report from XX/XX/XXXX, the notes from all the other agents, its all there. But just like every time, unless I relive every transaction and moment with XXXX, he says I can not proceed and things will remain the way they are. After going through every transaction Ive gone through with the same department, after he listened to me try and buy food at a grocery and get denied 3 times, he then proceeds to put an additional {$3500.00} HOLD on my account. So for 1 fraudulent check, USAA has {$7000.00} of my money gone out of my account with 3 different balances showing. I have reported to XXXX and pleaded my case with another agent who after an hour tried to turn me back over to the department that will not help. XXXX from the security department began to explain why they are withholding $ XXXX for a {$3500.00} issue and in the meantime, I just wrote an $ XXXX check to a contractor last week and its all about to bounce and going hungry after my XXXX shift is XXXX thing but I am on my own with XXXX pups and they are blatantly messing with our livelihood and I believe this is theft/fraud and malicious behavior by USAA and specifically XXXX and XXXX and anyone else in that department that had a hand in making my life harder when I was the one reaching out to them, they never called or texted me once about my transactions and the fraud taking place. Most companies send texts and emails to the clients. I was the one that had to find out I was scammed the worse way. I had to realize it on my own and by contacting them, they have just taken more money that is not even theirs to take and to give a XXXX XXXX that much control over someone elses livelihood is insane. I will be closing my accounts with them after this.

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