Consumer complaint received 2026-05-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL

Complaint narrative:
To Whom It May Concern, I am writing to formally express my deep concern regarding the closure and charge off of my USAA checking account on XX/XX/year>, along with the subsequent reporting to XXXX XXXX XXXX. On XX/XX/year>, I contacted USAA directly regarding charges associated with the account. During that conversation, I was not informed that the account was at risk of immediate closure, charge off, or reporting to XXXX XXXX XXXX. Based on that interaction, I had no reason to believe the account would be closed the same day. Later on XX/XX/year>, my checking account was closed and charged off with an outstanding balance of approximately {$83.00}. I was shocked to learn that such severe action had been taken without prior warning or meaningful opportunity to resolve the balance beforehand. What makes this especially concerning is that the balance was relatively small and could have been resolved immediately had proper notice been provided. I also maintain another USAA account from which funds could have potentially been transferred or discussed as a repayment option. Upon learning of the closure and charge off on XX/XX/year>, I immediately contacted USAA and promptly satisfied the balance in full. During my efforts to resolve the matter, I was transferred repeatedly between departments while attempting to obtain clear information regarding the closure, reporting status, and reinstatement eligibility. I was ultimately informed that the account had already been reported to XXXX XXXX XXXX despite the fact that I had contacted USAA prior to the closure and paid the balance immediately after becoming aware of the situation. The lack of communication, paired with the speed of the closure, charge off, and XXXX reporting, raises serious concerns regarding transparency, customer notification procedures, and overall account handling practices. I respectfully request written clarification regarding : the timeline of the closure and charge off decision what notifications were issued prior to closure the reporting status with XXXX XXXX XXXX whether the account now reflects as paid/resolved whether future banking eligibility with USAA may be reviewed following repayment I also request confirmation that my proactive efforts to address the account before closure and immediately after learning of the closure have been documented appropriately. I am requesting a formal review of this matter, clarification regarding the notice procedures followed prior to closure and reporting, confirmation that the balance has been marked paid/resolved, and reconsideration of any negative banking eligibility impact associated with this incident. I have valued my relationship with USAA, which is why this experience has been particularly upsetting and concerning. I hope this matter can be reviewed carefully and addressed fairly.

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