Consumer complaint received 2026-04-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: UT

Complaint narrative:
On XX/XX/year> I sent a notice to USAA to Cease and Desist all conduct unbecoming regarding the gross mismangement, relentless harassment and on-going unresolved issues with my account. I noted it was my intent to file a CFPB complaint regarding this behavior exhibited by USAA and it's associates. On XX/XX/XXXX USAA locked my account for 'unusual activity ' and instructed me to call them. I made several attempts to do so and was relentlessly harassed by USAA representatives where placed me on hold for approximately ten minutes and then terminated the call without providing assistance. During the next two calls, representatives refused to verify my account by sending the required sixdigit verification code to my email. During the final call, I was informed that my account had been locked because I logged in from a computer. The representative acknowledged that all login attempts originated from my geographical location and stated they could not identify any reasonable issue. Despite this acknowledgment and despite verifying my identity, my account remains locked USAA has refused to resolve or remedy this issue in good faith despite numerous good-faith attempts to do so. USAA continues to harass and engage with me in a manner that is abusive, aggressive and profoundly inappropriate. Further, USAA has retaliated against me for engaging in protected activity and raising good-faith concerns to their XXXX XXXX XXXX. USAA 's conduct is unlawful and directly violates my consumer rights. USAA Office of the CEO USAA Federal Savings Bank Sent via Email : XXXX XXXX and Whistleblower Protection Rights Violation Notice XX/XX/year> Dear Member Resolutions Team, I am writing in response to the voicemail and interactions that occurred on XX/XX/year>, between USAA representatives and myself regarding the retaliatory and abusive measures taken after I raised a goodfaith concern and filed a goodfaith complaint. On XX/XX/XXXX, XXXXone day after engaging in protected activityUSAA locked my account for alleged unusual activity and required me to call XXXX ( XXXX ) to speak with a representative. I made four attempts to contact you at this number at:XXXX, XXXX, XXXX and XXXX MST. During the first call, the representative placed me on hold for approximately ten minutes and then terminated the call without providing assistance. During the next two calls, representatives refused to verify my account by sending the required sixdigit verification code to my email. During the final call, I was informed that my account had been locked because I logged in from a computer. The representative acknowledged that all login attempts originated from my geographical location and stated they could not identify any reasonable issue. Despite this acknowledgment and despite verifying my identity, my account remains locked. I am therefore unable to access my accounts or render payment for any outstanding debts. I will not make any payments until USAA ceases this unlawful conduct and restores my access. This letter serves as formal notice that the ongoing harassment, retaliation, and obstruction are unacceptable and unlawful. Until USAA conducts itself in a lawful manner, it retains no further entitlement to pursue or collect on any outstanding debts pursuant to the Fair Debt Collections Act. To maintain a respectful and professional exchange, I will no longer communicate with USAA by phone or text message. Any future correspondence requiring my attention must be sent by mail to the following address : XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX, UT XXXX Phone : XXXX

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