Consumer complaint received 2025-06-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WI

Complaint narrative:
USAA Bank On Saturday XXXX XXXX I have started a mobile deposit of {$42000.00} check from our XXXX account, check from husbands XXXX XXXX. Once we saw the hold period of 10 days I canceled the mobile deposit. Then he wrote another check, smaller amount and same thing hold on most of money. Then he wrote me another check for a mobile deposit of {$2000.00}, I went thru with this deposit since the full {$2000.00} was available for use immediately, i was trying to pay my Usaa credit card in full, my Usaa loan in full. 
I had wired some funds into the account also. I was not negative, i don't have any bounced checks. Later in the evening I log into my Usaa account and find out it's restricted. Called immediately to find out why that evening I believe. I was told because there was suspicious activity with a mobile check of {$42000.00} with my husbands name. I spent 48 minutes on the phone while I answered questions, asking my why I'm paying bills on a weekend, where did the money come from, why I backed out of the mobile deposits. I explained all this to her while waiting at least 5 minutes after each question. Explaining we didn't want a 10 day hold. So, at the end of this 45 minute call, I was told I needed to wait 4 days for someone to call me back. I was very upset since I had my house payment coming out, and other bills that would be rejected since account was locked, I was also initially locked out of my account to even access anything. I did change my password during this time on Saturday because I kept getting sign in errors. I explained this as well. Nothing changed, I couldn't talk to anyone else but the women who answered my call, I explained my house payment was gon na try to clear and some other bills. All they said was, I'm sorry you have to wait for someone to call you back in 4 days. Also, knowing that my bills would bounce that were coming through, I had to go to my mortgage company and pay a second time from a different bank. I then called again on Sunday and told was hoping to get this resolved, again, told nothing they could do, I needed to wait 4-5 days for someone to call me back, Then I called first thing Monday morning and spoke with a very nice women. Told me because of the {$42000.00} check I canceled for deposit. Again explains all this too get, answered all her questions. After 4 hours on the phone waiting, replying to the questions asked, then told to edit sometime over 10 minutes, then she comes back on phone, asks more question. Repeat this tactic for 4 hours in one session, She was finally able to lift the restriction assuring me everything was good, I had nothing to worry about, From that moment until Thursday morning I was able to get loan, credit card paid off in full. I had full access to account. Then on XXXX afternoon I get a call from Usaa asking for me, then hung up on. I thought it could be spam so I callled wanting to make sure it wasn't spam only to find out I was restricted from my account again. Also, all of a sudden the {$2000.00} check that was a mobile deposit, funds available immediately is on hold, and account locked. This is 6 days later since check was deposited, Also, this check cleared my husbands account on XX/XX/XXXX. I was told because I tried to deposit a {$42000.00} check on Saturday.I explained to XXXX that I explained all this. The women who called me and hung up is XXXX. I spent almost a hour in the phone with XXXX. He said give me a minute, I'll check with XXXX to see if we can give you access and clear this up, He came back to tell me no. She won't give you access, and the check I deposit is on hold until the XXXX. I explained you allowed me to spend the money, all was good until today, and a check deposits on Saturday you pull 6 days later and put a hold, This has caused extreme stress and much anxiety from these tactics. My loan payoff cleared, my credit card cleared. Both paid together came to about {>= $1,000,000} clearing this same account XXXX. I also received a letter on Tues in my documents that the investigation in my account is over and call for next step. I immediately called Tues morning and was told it's all clear. I said do I have to worry about this happening again. She reassured me no, we looked into everything and finished, Surprise, Wends after noon same thing, this time I can't get the money out of my account into XX/XX/XXXX, even if that, but they will let money come in, but I can't XXXX, can't use ATM, can't deposit a check, can't wire I'm told, This should be illegal, and I hope this bank is investigated for there procedures that allow them to do whatever they want with a customers account. I'm not negative, when I ever was, I had money in account the same day. I find this criminal, unlawful and should be deeply investigated. I have no access to my baking needs since it's all held up. The time on the phone, being told it's clear, etc. 
I even had a an upper Manager call me to apologize for this, and the personal questions they asked me. He assured me I'll my accounts were all good, As you can see with the mobile deposit of {$2000.00} was immediately available, Also note that if you look at dates nothing was negative this entire time or bounced If you look at the attachments you will see the {$2000.00} posted and then put on hold 5 days later. You will see the account is all in good standing.

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