Consumer complaint received 2025-06-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/XXXX I reported multiple unauthorized transactions to USAA. I have been a long time client of USAA so I trusted their banking services to retrieve my insured funds and return them back to me. I wanted to be proactive so during this time I also changed my account login credentials to a new email address and updated my contact information in my USAA profile. On XX/XX/XXXX I received an email from USAA stating the following : Profile Update Notification Dear XXXX XXXX, You successfully updated your email information on XX/XX/XXXX. No action is necessary unless this activity occurred without your knowledge or permission. 

On XX/XX/XXXX I received another email from USAAs Senior Vice President of Bank Fraud, XXXX XXXX, which stated the following : Call Us to Review Your Account Information Dear XXXX XXXX, Safeguarding our members ' information from fraudulent activity is a top priority for us. We're writing to let you know that your usaa.com access and outgoing transactions on your USAA account or accounts have been restricted due to recent suspicious activity. Please call us promptly at XXXX ( XXXX ), XXXX, ( TTY : XXXX ) or # XXXX on a mobile device to review your information. 
We're committed to keeping your accounts and personal information safe. To learn how we protect your information, visit our Security Center. 
Thank you for allowing us to serve you and your banking needs. 
Sincerely, XXXX XXXX Senior Vice President, Bank Fraud Operations USAA Federal Savings Bank. 

On XX/XX/XXXX I received another email but this time from someone named XXXX with USAAs Member Advocacy. XXXX goes on to state the following in her very unhelpful, ineffective, and lackluster and disappointing email : Dear XXXX XXXX, Thank you for bringing your concern to our attention. My team at the USAA Federal Savings Bank works in conjunction with the CEO 's office, and I am researching what occurred. 
I will contact you shortly to discuss this further. 
How to Contact Us If you need to reach me, please feel free to call me at one of the numbers below and enter extension XXXX when prompted. 
Phone : XXXX ( XXXX ) Mobile : XXXX, Mobile shortcut # XXXX Sincerely, XXXX XXXXXXXX XXXX  USAA Federal Savings Bank XXXX 

On XX/XX/XXXX, XXXX from USAAs incredibly unhelpful, XXXX XXXX department, follows up with me in another long and tedious email just as the one she had written to me just 2 days ago. You would think XXXX with USAAs Member Advocacy would have by now, at this point, an entire 2 days later, an account resolution for me or news that I am finally now able to access my funds in my USAA bank account however she does not have either of the above acceptable and expected news. She goes on to state the following : Follow Up About Your Concern Dear XXXX XXXX, USAA is committed to providing you with exceptional service. We are writing in response to your concern regarding a service experience which you outlined in your phone call. 
Our records indicate that you shared your concerns regarding authentication and account takeover. We attempted to contact you by phone to discuss your concerns but were unsuccessful. Please be advised that USAA conducted a fraud review on XX/XX/XXXX, and no break-ins or account takeover was found. Or records also indicate that USAA 's profile recovery team attempted to contact you on XX/XX/XXXX, to update your profile. Please contact USAA 's profile recovery team at ( XXXX ) XXXX. 
XXXX XXXX XXXX, we regret any inconvenience or frustration you experienced. We appreciate you allowing us the opportunity to review and resolve this matter for you. 
Should you have any additional questions, you can reach me at ext. XXXX. 
USAA Federal Savings Bank has issued the final resolution on this matter ; however, if you have additional questions, we invite you to contact us. 
Sincerely, XXXX Member Advocacy USAA Federal Savings Bank. 

And unfortunately, this is the theme of the useless communication tidbits I received here and there during the beginning of this matter from USAAs dozens of corporate employees who never actually end up providing me absolutely any kind of tangible helpfulness which I might be able to use to access my money and resolve the matter. 

On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I receive one email from USAA notifying me about USAAs decision making on the fraudelant transactions I disputed back on XX/XX/XXXX. For example, on XX/XX/XXXX, I received an email from USAA stating the following information : Dear XXXX XXXX, Please take a few minutes to review the following new documents that we've posted for you : Review of Your Debit Card Fraud Claim is Complete Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Review of Your Debit Card Fraud Claim is Complete Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Status of Your Debit Card Fraud Claim Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Temporary Credit Issued for Debit Card Fraud Claim Status of Your Debit Card Fraud Claim Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Status of Your Debit Card Fraud Claim Status of Your Deposit Account Dispute Review of Your Debit Card Fraud Claim is Complete Review of Your Debit Card Fraud Claim is Complete Permanent Credit Issued For Your Dispute Review of Your Debit Card Fraud Claim is Complete Status of Your Debit Card Fraud Claim Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Review of Your Debit Card Fraud Claim is Complete Review of Your Debit Card Fraud Claim is Complete Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Review of Your Debit Card Fraud Claim is Complete Review of Your Debit Card Fraud Claim is Complete Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Status of Your Debit Card Fraud Claim Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Review of Your Debit Card Fraud Claim is Complete Permanent Credit Issued For Your Dispute Review of Your Debit Card Fraud Claim is Complete Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Thank you, USAA. 

On XX/XX/XXXX, I sent USAA an email expressing my deep dissatisfaction at this point since USAA has not informed me about how I may access my checking accounts provisional credits which were permanently placed onto to my account ( see XX/XX/XXXX email above ). My email read the following : I am deeply sad that i been trying to talk to a rep there and it took me over2 hrs of trying to speak to some one there and when i did i told her what was going on. And your your office kept the answering machine asking me the same question over and over and when i ask to speak to a supervisor she WOULDNT and then she hung up the phone. I will be sending a nasty letter to XXXX to print on how your firm treated me as a XXXX XXXXXXXX XXXX  vet that had all of my policy with your firm. And nthe nasty treament your customer service rep render toward me. I hope all veteran read my story and get better treatment with XXXX and VA insurance programs. And how your machine or programing to cut policly holder off the phone and the machine lie to customer. I am also going to contact my two congressman and report what happen nto me from your firm XXXX XXXX XXXX. 

On XX/XX/XXXX, XXXX with USAAs yet again painfully unhelpful Member Advocacy writes in her email the following statements : XXXX XXXX, Thank you for bringing your concern to our attention. My team at USAA Federal Savings Bank works in conjunction with the CEO 's office, and I'm researching what occurred. I'll contact you shortly to discuss this further. 
If you need to reach me, please feel free to call me at XXXX ( XXXX ), XXXX, ( XXXX ) or # XXXX on a mobile device and enter extension XXXX when prompted. 
Sincerely, XXXX Member Advocacy USAA Federal Savings Bank. 

XXXX had nothing to show for it til this very day. I have received no help, no response, no resolution, no USAA account mobile access, no clarification, no communication in general-Absolutely nothing on XXXXXXXX or USAAs behalf. On XX/XX/XXXX, upon opening my USAA app to check the status of my checking account and the + {$25000.00} balance of my money sitting there but USAA will NOT let me access ( stealing, essentially ), I come to find out that I can not even login at all on my USAA app. The USAA error page it takes me to has a phone number that it requests me to call to resolve the issue. I think nothing of it as this has happened in the past to me before using my USAA XXXX app, and I have never had an issue resolving the account lockout immediately after I call the number and answer security questions. However, I have been in this vicious cycle of perpetual account lockout, contact USAAs security team, pass the USAA authentication process, and then only to be told by a new person every single time that I must wait for some mysterious person at USAA to call me to just let me be able to login again. That is just one layer, because I have been waiting MONTHS to be contacted by a different mysterious entity to be able to access my money sitting in my checking account as we speak. On top of all these painful experiences I have undergone with USAAs deplorable resolution processes and even more unfathomably ineffective and unhelpful aloof representatives who occupy positions in USAAs customer service and security departments-They have an incorrect phone number which I have been told earlier today from a security representative over the phone essentially says oh well, find a way to answer that phone number because theres nothing I can or will do to inform the mysterious people at USAA who are supposed to contact you to resolve your case about the correct number to call you at. Attached below is my compilation of communication records I have kept which can provide clear and concise evidence that USAA customer service is sadly nonexistent. And ineffective. And painfully unhelpful. XXXX XXXX, please, Department of Consumer Finance, help me recover my money in my USAA checking account because at this point USAA is stealing money that does not belong to them but belongs to ME. Their customer who mistakenly trusted them to keep my money safe.

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 monetary relief