Consumer complaint received 2025-07-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA

Complaint narrative:
Throughout the year of XXXX I was working as a XXXX XXXX XXXX XXXX XXXX XXXX XXXX  and my wife and I made over {$400000.00} gross for the year. We were diligent about our savings and were able to save up to {$100000.00} in our checking/savings account. In XXXX of XXXX, my friend had an opportunity to buy a real estate property and I joined with him, loaning him {$100000.00}. He agreed to pay me interest when he paid me back after selling the property. On XX/XX/XXXX I initiated a wire transfer to him via a title and settlement service company of {$100000.00} from my savings account. He utilized the money to purchase the property and perform renovations. He recently sold the property and wrote me a check for repayment. On his way over to deliver the check, it flew out the window of his car and was lost. His bank ( Truist here in XXXX, VA ) told him he would have to close his account due to the large amount ( {$110000.00} ). He moved monies out of the account except for the check amount and closed the account, but for some reason the first personal check did not go through and never made it into my account. He then had the branch manager cut me an official check for the same amount, which was successfully deposited into my account on XX/XX/XXXX. Once we had recouped the money that I had originally loaned him, my wife and I purchased another commuter vehicle from the local XXXX dealership and wrote a check for {$15000.00} to pay for the vehicle in full. The check for the car cleared our account on XX/XX/XXXX. On XX/XX/XXXX I received a message from USAA stating that " outgoing transactions are restricted on my USAA bank accounts due to recent activity '' and they provided a number to call. I did, and to was harrassed and asked all sorts of questions for over 2 hours by the first " security specialist ''. She asked me all sorts of questions about my vocation, how i accessed my bank account ( phone or computer, XXXX XXXX XXXX, etc ), what certain transactions and payments were for. I answered every question she had, and was put on hold cumulatively for about 1 hr while she continued to have more issues. She claimed there was a discrepancy with the 2 checks that my friend had issued, especially with the first one and why it didn't go through. I continued to explain the situation, but was eventually told it was going to be forwarded to another team. From this point on, I've spoken to at least 6 security specialists who will not answer any specific questions about my account, what they're looking into, or how long this will take. Meanwhile, I have a pending mortgage and several automatic payments being issued from my USAA accounts which are being returned due to the restrictions. This is completely unacceptable as USAA has left me high and dry, with no way to pay my bills or protect my credit. I get no answer as to what they need, and they continue to drag me along, all while hurting me and my family. I will be leaving USAA immediately upon account access, but need this to be resolved ASAP as i have large responsibilities that needed to be taken care of. Please help.

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