Consumer complaint received 2025-10-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA

Complaint narrative:
DOCUMENTED REMEDIATION CLAIM NUMBER : XXXX On XX/XX/XXXX, USAA Federal Savings Bank froze my joint checking account without prior warning or notice, placing it in credits-only status and cutting off my familys sole source of income. My husband was XXXX overseas at the time, and I was at home in the XXXX with our XXXX children, including a child with XXXX who requires regular therapy and specialized care. 

When I called USAA repeatedly begging for access even partial to cover basic necessities, I was told no. My husband also attempted to contact the bank from XXXX, but despite his efforts, USAA refused to release a single dollar of the funds. They offered no timeline and no reasonable accommodations, even though we were a military family and they knew our only income was locked in that account. 

This single action created a cascade of financial devastation over the following weeks and months : I was unable to buy food for my children and had to borrow money from neighbors to feed my family. 
My internet service was cut off due to missed payments. 
A court-ordered {$150.00} unaccompanied minor flight fee for my XXXX older children could not be paid, putting me at risk of contempt of court. 
I missed critical payments on my vehicle loan with XXXX XXXX, and my car was repossessed on XX/XX/XXXX, damaging my credit. 
I was left without reliable transportation to take my son to medical and therapy appointments. 

All of this occurred immediately after the account freeze not due to mismanagement or negligence on my part, but solely because USAA locked us out of our funds. 

On top of the financial damage, this situation caused severe emotional distress. I spent weeks terrified of how I would provide for my children while my husband was overseas with limited communication. I broke down crying multiple times, was unable to pay for my therapy, and lived in daily fear of further legal and financial fallout. 

After XXXX months, USAA offered a {$320.00} compensation check a token amount that in no way reflects the depth of financial and emotional harm they caused. 

I am seeking {$85000.00} in compensation for : Direct financial losses ( vehicle repossession, fees, unpaid bills ) Damage to my credit report and banking history Severe emotional distress and hardship Reputational damage and legal exposure ( court-ordered payment issue ) I have attached dated documentation including XXXX written admission of the freeze, Spectrum payment failures, messages proving I had to borrow money for food, my CFPB complaint regarding the vehicle repossession, payment records, and other supporting evidence. These are contemporaneous records not recreated after the fact. 

USAAs actions were reckless, harmful, and showed disregard for the position of a military family who depended on that account to survive. I am requesting full review of this case, removal of negative credit and banking reporting, reimbursement of losses, and fair compensation for the damages caused.

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