Consumer complaint received 2024-05-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
It's disheartening to experience such struggles, particularly during XXXX XXXX XXXX ( XXXX ), a time dedicated to honoring the sacrifices of our armed forces. 
As a XXXX veteran family with a longstanding relationship with USAA spanning over 20 years, this situation hits close to home. My XXXX XXXX 26 years of service in the XXXX XXXX further solidify our reliance on USAA for banking and insurance needs. However, recent events seem to contradict USAA 's commitment to supporting veterans and service members. 

Upon returning from vacation, I was shocked to receive a letter from USAA informing me of the closure of all my bank accounts without any prior communication or explanation. Furthermore, they have placed a XXXX hold on all funds and restricted our access to accounts held jointly with my husband and children, one of whom is heading to college in XXXX. 

Our financial history with USAA has been impeccable. We maintain excellent credit, never incur overdrafts, and diligently meet all our financial obligations. Despite this, USAA is withholding over {$20000.00} of our funds, including paychecks, pension, and XXXX payments, which are vital for our mortgage, utilities, and day-to-day expenses. This unexpected hardship not only jeopardizes our financial stability but also threatens our credit standing if the funds are not released promptly. 

Despite our best efforts, my husband and I have encountered significant challenges in attempting to rectify the issues we're experiencing with our accounts. Regrettably, all our attempts to communicate our concerns and seek resolution have seemingly fallen on deaf ears. 
I was initially told by a representative in the XXXX Department this may have a potential connection to a credit card dispute over a XXXX hotel reservation in XXXX that was canceled and resolved in XXXX. Despite resolving the dispute, it's perplexing to us why it would now trigger such drastic actions from USAA, especially with no prior warning or communication. 
USAA has remained steadfast in their refusal to disclose any explanation for the closure of our accounts, citing that they are not obligated to do so. This lack of transparency has only compounded our frustration and left us baffled. As loyal customers with a long history of trust and reliance on USAA, we believe we deserve clarity and transparency regarding such a significant decision. One that directly impacts the financial well-being of our entire family. 

Given USAA 's stance, it's becoming increasingly apparent that resolving this issue XXXX require additional support and intervention. I am hopeful that with your advocacy, we can work towards a resolution that provides us with the answers and solutions we seek -- that being to restore our accounts and gain access to our funds so that we XXXX pay our bills. Even if they refuse to restore the accounts, releasing our funds would be most appreciated. 

The lack of responsiveness from USAA has only exacerbated the XXXX XXXXnd uncertainty we're facing. As a XXXX veteran family who has placed our trust in USAA for over XXXX decades, it's disheartening to encounter such obstacles without any clear path to resolution. 

We remain hopeful that with your assistance, we can navigate through this challenging situation and find a satisfactory resolution. Your support during this challenging time would be immensely appreciated.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief