Consumer complaint received 2026-03-31 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Can't close your account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS

Complaint narrative:
My USAA XXXX XXXX was compromised, and unauthorized withdrawals totaling several XXXX dollars were made by a third party. This initiated XX/XX/XXXX with test transactions to my savings account in order to open a XXXX XXXX XXXX account, though I have called XXXX XXXX XXXX and found that they were not successful in opening an account linked to my savings account. Multiple withdrawals occur each week day, including XXXX checks ( {$1500.00} on XX/XX/XXXX and {$2900.00} on XX/XX/XXXX ) that bounced because of insufficient funds. The XXXX fraudulent withdrawal was for {$600.00} on XX/XX/XXXX to pay a XXXX XXXX XXXX XXXX, the next on XX/XX/XXXX for {$58.00} on a XXXXXXXX XXXX XXXX, another on XX/XX/XXXX again to pay a XXXX XXXX XXXX XXXX for {$390.00}, a service fee {$2.00} on XX/XX/XXXX, XXXX charges for XXXX XXXX XXXX on XX/XX/XXXX that total {$170.00}, a charge for XXXX on XX/XX/XXXX for {$74.00}, and XXXX today XX/XX/XXXX for XXXX XXXX XXXX for {$350.00}. I promptly disputed every charge, and there are several other charges I can not list here because I have disputed them while they were pending, and there is no record of those charges on my account. I called USAA on XX/XX/XXXX to dispute the XXXX round of fraudulent charges where I was asked to change my login credentials for USAA. I changed my login for USAA along with at least XXXX other accounts I have purchased something through ( XXXX, XXXX, XXXX, etc. ). I called USAA 's fraud department again XXXX more on XX/XX/XXXX after noticing more fraudulent charges, where I asked for my account to be put in credits-only status, frozen, and closed due to repeated fraudulent activity. They were able to freeze my account for about XXXX hours, but informed me that I can not close the account with pending disputes. In the meantime, I opened up another savings account with USAA in preparation for closing the compromised account and moved all my remaining funds to that new account to prevent further loss. I asked if there was anything else I could do to protect my account, and the representative told me no. On XX/XX/XXXX, I called USAA 's fraud department again because I noticed that my account was taken out of its freeze status and reverted back to a normal status, and more fraudulent charges were on the account. I disputed the charges over the phone, and asked again if I could freeze the account and put it in credits-only, the representative told me that they can not freeze the account because there isn't a recent enough history of fraud, and she connected me with a security representative named XXXX to XXXX it in a credits-only status. I was on the phone for an hour and a half with XXXX as he wrote up a report about my compromised account. At the end of the phone call, I asked him if there was anything else I could do to protect myself and my finances, and he told me no. I remembered that he never said anything about my credits-only status at the end of the call, so I called USAA back and spoke to a representative named XXXX and asked if my account was in a credits-only status, and let her know that while I was on the phone, I had another fraudulent charge go through my account to put it in the negative ( - {$460.00} ). She told me they can not put the account in credits-only at this time because of the open report. The compromised account remains open without debit restrictions or a block, allowing it to go negative due to continuing attempted withdrawals, and customer service has not implemented protective measures. The account 's open status put me at risk for further fraudulent activity.

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