Consumer complaint received 2024-12-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI

Complaint narrative:
In XXXX XXXX XXXX usaa closed my checking account but didn't really give me a reason, I was buying and selling crypto currency and one or more bank employees offered that the reason it was closed is because I was taking the money out of my account to soon but I was never told I had to leave it in there for a certain amount of time, anyway I asked that they return my money but about half of the {$16000.00} plus in there belonged to my customers so XXXX XXXX  took about {$8000.00} of it out which left me around {$7700.00} give or take. Around XX/XX/XXXX or there abouts of XXXX they informed me they were sending me a check for the balance but by the XXXX I believe it was I called to find out what was up with the check as I never received it and they informed me that the check had been cashed, I never received it nor was it me who cashed it so they had me fill out these fraud papers telling me they had to investigate it to find out who cashed it and get the money back from them for me, I filled out 4 or 5 of those forms and uploaded them to usaa via their mobile app the first one I left out some answers that I didn't know so I had to fill out another one then the games started them telling me they didn't get all 3 pages then the next time we would talk they would say they had all the pages so back and forth it went ... .sometime between XXXX and XXXX they said they had it and could start their investigation and according to the papers they had 180 days to investigate and at the end of that time they would have to return my money ... it's been at least 8 months now a bit longer than the 180 days but still no check now people I have talked to that work in that department have told me they have no idea why the woman who is leading this investigation hasn't issued me another check a couple of them even told me that they would do whatever it is they do to have a new check issued but nothing they say they got shut down ... then a couple months ago or so they started sending me those fraud forms again and when I asked why they said because 1 or 2 pages of it were missing then another person told me they had all the pages then they sent them 2 more times telling me they needed them so they could move forward... .makes a person wonder what they have been doing all this time well I didn't fill them out again cause then they could come at me again saying they could hold onto it for another 180 days and I'm tired of this game they are playing. This has hurt me as I'm XXXX XXXX XXXX  and on XXXX and that money was helping me out making life a little easier, there is no reason for them to be holding onto this money unless someone has or is trying to steal it. I just want my money. I've been waiting on them to return my money for 15 months now ... I'm going to report them to the XXXX because this should fall under financial exploitation of a XXXX XXXX  citizen. Please any help you can give me to get back my money would be greatly appreciated, Thank you in advance for any help that may get them to return my money.

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