Consumer complaint received 2025-09-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC

Complaint narrative:
On XX/XX/2025 I noticed a number of charges from XXXX that I did not recognize from my bill. I went to XXXX and pulled up my bill and found XXXX total charges in my bank account that were not on my XXXX XXXX I called USAA to report this fraud and request that a new card be sent to me. Because of the nature of their fraud process I had to read each individual charge to a representative who had to input the information. Because this is a time consuming process, and the number of cases I had to do this over multiple calls. Soon thereafter USAA issued me a temporary credit for the charges as I called them in. Beginning on XX/XX/XXXX, and more extensively on XX/XX/XXXX, I started receiving documents in my online document vault informing me that a number of the charges were not found to be fraudulent and that my temporary credits were going to be reversed. To date, of the XXXX charges that I submitted they found XXXX to be non fraudulent, totaling {$1300.00}. I didnt notice the documents immediately, and realized on XX/XX/2025 that USAA XXXX this amount of money from my account, thus leaving me with a negative balance. I called USAA and spoke with a member from their fraud department who informed me that it is likely due to the fraud team not having enough evidence. I explained that I tried to give the evidence in the beginning, but was told not to. I also asked why it looked like all of the charges below {$9.00} were approved and all of the charges above that number where not. She did not have an answer. I asked if I was now able to submit my XXXX  bill along with the account statement, highlighting legitimate charges from XXXX, and identifying fraudulent charges. I was told to upload the documents to the website, which I immediately did. I also requested the reasons why some charges were approved while others were denied. I was informed by the website that the process to get the documents to the appropriate representative would take XXXX hours, so I waited. By XX/XX/2025 I did not receive any information and the documents were still showing as pending ( not routed to a representative ) so I called the USAA XXXX department and spoke with Marry. She informed me that she had to submit a case for the disapproved transactions to be re-reviewed by the fraud team, and that would take up to XXXX business days. Because of a bank holiday, that put the XXXX business days at XX/XX/XXXX, which is when I called back. I spoke with a woman in the fraud department who told me that there was no re review requested, and that there were no documents uploaded. I explained to her my previous phone calls and asked for a status update on the fraud investigation. She was unable to help me, and after going back and forth for an hour transferred me to XXXX in the XXXX XXXX team. XXXX confirmed that there was an issue with the IT system and that documents that members were submitting were not being properly routed. She confirmed to me that there still was no re review requested despite my request both vocal and written on XX/XX/XXXX. She said that she was going to request a re-review for me and suggested that I fax the documents that I uploaded to the portal directly to the fraud team, which I immediately did. She suggested that I call back to ensure that the documents were received and applied to all of the cases ( USAA will only let you submit XXXX instances into XXXX case, so there were a number of cases ). I called back the following day, XX/XX/2025 and spoke with XXXX from the XXXX XXXX team, who informed me that while the re-review was requested, the evidence that I submitted was not applied to all of the cases. I sat on the phone while he uploaded the documents to all of the cases. He informed me that the process would take up to XXXX business days. On XX/XX/2025 I looked at my document vault on USAA and found two documents dated XX/XX/2025 informing me that USAA will be closing my accounts and freezing my assets because they are exercising their right to end our banking relationship per their depository agreement. I immediately called to find out why. Because of an error in the automated system I ended up speaking with a woman in the auto insurance department who told me she would call banking and investigate the issue. She came back to me to tell me that the bank side would not tell her why but that it had something to do with the fraud claims. I was eventually routed around to XXXX in Members security who informed me that it was odd that they were not investigating the claims, and that their findings of no XXXX was not appropriate because I never claimed that my XXXX account was hacked, rather that my card was compromised and was being used on a different XXXX  account. I asked her why they were closing my account and an automated voice from USAA came on the phone and told me there was a technical difficulty and routed me back to the main menu. I eventually was able to get on the phone with XXXX from XXXX XXXX who informed me that USAA would not be telling me why my accounts were frozen other than they wanted to end their relationship. I also asked XXXX for all of the documents relating to my fraud investigation, which he said that he would not provide that I would have to call back the next day and speak with the fraud department. On XX/XX/2025 I called back and spoke with XXXX in XXXX XXXX XXXX and again asked why my accounts were being closed and why my funds were frozen. She said that she does not know. I asked who does know, she said that no one at USAA will tell me why. I asked what the status of XXXX XXXX XXXX review was, she said that there is no fraud re review in progress. I told her that I would like to formally request XXXX. Why my accounts were closed outside of the statement that they want to end our relationship, XXXX. All documents of evidence used pertaining to my fraud case, XXXX. Transcripts from all of my calls relating to this matter from XXXX through XXXX, and XXXX. That my accounts be immediately unfrozen. I told her that I would formally like to make a complaint. I asked that all of these things be sent to me in writing, and that an email would suffice. She informed me that USAA was going to do none of that. To date, of the XXXX fraud charges, totaling {$3400.00}, XXXX have been approved ( {$1900.00} ), XXXX denied ( {$1300.00} ), and XXXX no action taken ( {$200.00} ), I believe that because I asked USAA to investigate a fraud claim they have closed my accounts and frozen my funds for 60 days.

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