Consumer complaint received 2026-06-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Bounced checks or returned payments
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
I saw a notification in my email on XX/XX/year> stating that I had until XX/XX/year> to pay {$380.00} or my auto/renter policy would be cancelled. Completely confused I called and spoke with USAA. They stated that my XX/XX/year> payment was returned due to " insufficient funds ''. I have no idea how this happened, as the funds were in there on the first of the month, I saw that the funds were " taken out '' aka, a hold was placed on them, and thought no more about it. I live payday to payday, so a large sum of cash being returned, aka the hold being released on my funds would have definitely caught my attention and I would have investigated. USAA could not answer my questions and actively used gaslighting to avoid answering my questions. My first question is what happened to the funds that had the hold placed on them by USAA XXXX If USAA placed a hold on the funds, as ALL institutions do, how were there insufficient funds. The funds were there, grant it, I usually had a XXXX dollars or less after the first, but that would have or should have covered anything else. My second question is what happened to the funds that had the hold on them, why were they not returned to my account. USAA states that if the funds had a hold on them and then it wasn't taken out, then they do not keep a record of it. So I have the account transaction ID 's from each of the withdrawals from USAA XXXX, but nothing as far as the USAA Bank is concerned. USAA XXXX even double dipped in XXXX, they took the funds out, put a hold on them, and since I did not see anywhere official stating the Insurance was taken out, I called in and did it over the phone. I was not notified that my XX/XX/year> payment was declined. I have no EMAILS stating that it was declined. I was not notified when I was on the phone that the XX/XX/year> payment was declined. I made the payment and an added {$40.00} late fee. After speaking at length to the representative on XX/XX/year>, they filed a chargeback for the {$380.00} paid to USAA XXXX on XX/XX/year>, over the phone. This person also implied that it was a " clearing house issue '' and was sending me a letter of good faith. However, USAA XXXX refused to work with me. I called repeatedly and mostly got attitude, not help in tracking anything down. Finally, I called an got a representative who gave me all of the transaction ID 's without slamming me over the head about my insurance payment being late. I get it but at the same time, I didn't consider my payment late, and was trying to find out what was going on. USAA XXXX repeatedly refused to work with me to spread out the XX/XX/year> payment to retain insurance on my auto and home. USAA refuses to do any internal audit to tell me what happened to my other payments and why those funds, once locked down by USAA XXXX putting a hold on those payments, why they were insufficient and why the balance was not returned to my account

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