Consumer complaint received 2026-02-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AR

Complaint narrative:
We have spent over five hours and six different representatives.Trying to get our paycheck released after predatory practices have been established without any n sf fees attached to the account and only hours between overdraft occuring and positive bank status being returned. We have had 4 " resolution specialist " deny any regulatory ability over the automated systems determining risk hold/ inability to asses the account risk status with comprehensive human oversight.

We have had 3+ resolution specialists confirm this was a manual process in the 12 years we have held the account and in the last few years it was turned into an AI powered automated process that removed regulatory oversight ability from the specialist to intervene. We expressed the undue hardship this has created and will continue creating with insurances lapsing due to the 8 calendar day hold on 40 % of the paycheck. This paycheck is low risk and mobile deposited because of the banks physical branch inexistence within 45 minutes of a military base, forcing members to mobile deposit. This mobile depository agreement has placed undue hardship on our family and is being treated callously and curt with the resolution specialists offering no additional information, no account risk assesments other than confirming our low risk status, they refute being able to provide consciousness on factors that would create real risk vs our account and what status it presents.

We have had several representatives confirm this is a violation of our rights to have reasonable access to our monetary funds and insist they have no oversight ability. We have escalated to the CEO team several times and succeeded only once in the 4 specialists we conferred with. We had requests to escalate denied and had several banking reps refused to give information we were requesting about methods to avoid this risk analysis and instead behave with cold and disconnected demeanors insisting they have no further ability to provide oversight than the prior customer service reps.

They had NO definitions available for " excessive overdrafts '' and provided NO additional information on what constitutes these definitions being triggers as we have ALWAYS had a positive account balance at the end of the business banking day and encurred NO NSF fees for a total of less than 35 $ over 90 days that was immediately covered in less than 8 hours. This, by definition, constitues predatory practices as confirmed by several of the USAA reps and violates the commitment to personalized support as dictated by the company to be provided to members. Despite physical health ( pregnant and high risk ) and financial hardship being illustrated, they attempted no resolution and provided no additional information about internal policy, only reflected accessible and known depository policy already available to consumer.

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