Consumer complaint received 2025-05-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV

Complaint narrative:
XXXX XXXX XXXX ( CFPB ) From : XXXX XXXX XXXX : XXXX XXXX, NV XXXX XXXX XXXX XXXX XXXX XXXX XXXX Business Owner XXXX Formal Complaint to the Consumer Subject : Complaint Against USAA Federal Savings Bank for Unjust Fund Freezing, Lack of Transparency, and Financial Harm Dear CFPB Team, I am filing this formal complaint against USAA Federal Savings Bank for unlawfully restricting access to my funds, causing two full days of serious financial, emotional, and physical hardship for me and my family. I believe USAA 's actions were unprovoked, unjustified, and discriminatory, and they warrant full investigation and correction.

Summary of the Incident : On Friday, XX/XX/year>, I attempted to make a legitimate purchase for an online affiliate marketing course, a step toward building a sustainable income for my household. My debit card was suddenly declined, and further attemptsincluding in-person grocery purchaseswere also rejected. I immediately called USAA and was informed that my account had been locked, and that I would have to wait 72 hours before they would even review the situation.

At no time was I : - Notified in advance of any issue or restriction ; - Given the opportunity to confirm or deny any suspicious transactions ; - Told what the exact problem was ; - Allowed to escalate the matter or speak with anyone who could explain or reverse the decision.

During those two entire days, my wife, my daughter, and I were left without food, transportation, or the ability to attend mandatory recovery meetings or maintain essential appointments. These are not just inconveniencesthey are violations of dignity, health, and safety. When I asked if there was some kind of major fraud or high-dollar withdrawal, the answer was no. It was apparently triggered by a {$150.00} transaction inside a grocery store.

Key Concerns : - No due process : I was not allowed to verify my identity or the transaction.

- No fraud alert process followed : I never reported fraud, and USAA never asked me to confirm any charges.

- Lack of communication : I had to call them myself to learn of the freeze.

- Algorithmic or geographic discrimination : My card often gets frozen when used outside a small radius, raising concerns of targeted or automated bias.

- Severe hardship : I experienced emotional distress, the inability to provide food for my family, and potential removal from important recovery programs due to missed payments.

Requested Resolution : 1. Full investigation into USAAs fund-freezing policies and practices.

2. A formal written explanation from USAA as to why this account freeze occurred and what triggered it.

3. A requirement that financial institutions provide immediate notice and offer the opportunity to verify transactions before enacting full restrictions.

4. A formal apology for the serious harm caused to me and my family.

5. Policy changes that prevent this from happening to others, especially vulnerable customers such as veterans or those recovering from hardship.

I am a veteran, father, and small business owner trying to regain stability after hardship. My family and I do not deserve to be treated like criminals or threats for using our own legally earned money.

Thank you for reviewing my complaint and taking the necessary action to hold USAA accountable and protect consumers across the country. 

Sincerely, XXXX XXXX XXXX XXXX XXXX

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