Consumer complaint received 2026-01-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: UT

Complaint narrative:
On XX/XX/XXXX at about XXXX XXXX  mst, I was notified on my USAA app of a possible fraud issue that I needed ro verify. I went to the account and was going over transactions and wether my debit card was locked, as I lock and unlock it before purchases to protect my account. When I did so, I noticed that it asked me to verify if I had ordered a new debit card, which I had not. The account then locked suddenly and said my account was restricted and to call in to customer service for information. When I did so, I was told that someone had attempted to order a new debit card and that our account was being l9oked into for fraud. I was asked if I had done so and I told them I had not and that O was also not notified like normal via text or email, which I found odd. I was also told varying information about this so called " fraud activity '', ranging from calls were made into the account that morning at XXXX XXXX  mst attempting to access my account over the phone and were denied, to also odd debit card orders... all of which were NOT made by myself or my husband. After being transferred to the XXXX dept, I was told that our account was being closed and that they had no information as to why and that a fraud investigation was being done. I asked as to why and they claimed that " USAA WAS EXCERCISING THE RIGHT TO NO LONGER DO BUSINESS WITH YOU AND WILL BE ACTIVELY CLOSING YOUR ACCOUNT WHICH COULD TAKE UP TO 60 PLUS CALENDER DAYS TO COMPLETE, AFTER WHICH IF ANY MONEY WAS LEFT OVER, YOU WILL RECIEVE IT VIA CHECK AFTER XXXX CALENDER BUSINESS DAYS ". They also stated that they would open a case inquiring as to why and contact me later. I called back in numerous times over several days later, stating that this was our only money for the month and my husband, who is a XXXX Veteran only receives his monthly VA and Social Security XXXX checks to this account. I also explained that we would need them to pay our bills and necesseties for the month and when we could expect access to those funds. We were told again that the account would indeed be closing and there was nothing we could do about it. They reiterated the account closing procedures again, but failed to give me an exact reason behind the closure or what fraud had happened and what they were doing about that and how our money would be protected. They stated that the there can be no debits, only credits that would be allowed through and despite not having a court order legal hold or deficit owing to USAA, they would only be able to refund the money via check, AFTER the 60 day period, but that sometimes it happens after only 15 days! I called once more on XX/XX/XXXX and demanded both an explanation as to why our account was being closed and also demanded our funds be returned to us in 3 business days as the law in our state of Utah dictates unless a court order was issued. I was ignored and told the same retoric they had said before about account closure procedures verbatim. My husband and I have had many issues with USAA over the last 2 years that are quite concerning, involving the handling of transaction disputes, debit card and app issues, transfers to connected accounts not ever working, check deposit holds and delays, paycheck holds, ACH payments and fee charges for rejections not warranted, Fraudulent app access, stop payments not working, transaction discrepincies, customer service inconsistancies and more. It has gone from bad to worse over the last year and with this stunt we are more than done. We do not know what to do at this point and are wondering how this very large bank is getting away with literal theft! Our payday had just happened the day before on XX/XX/XXXX and luckily I made some of our important bill pay, but no where in that short timeframe of 24 hours later, did anyone reach out to us and ask us anything about our account or raise concerns about fraudulent activity other than the debit card order inquiry on the app. I have not spoken with USAA since XX/XX/XXXX and we have not received any new correspondance other than what was stated to us over the phone. We are no closer to recieiving our refund of all of our monthly income for XXXX and are about to have our power shut off fue to non payment of our bill payment plan pay. We also had numerous auto pays rejected that should have gone through before account closure that have now charged large fees that we will be forced to pay due to this egregious error on USAA 's part.

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