Consumer complaint received 2025-12-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL

Complaint narrative:
WHAT HAPPENED ( Plain Text ) Over the past year, my secured credit card with this company has repeatedly been blocked during times when customer service is unavailable, especially on Saturday evenings and before federal holiday weekends. These blocks routinely left me without access for two to three days at a time. There were no fraud alerts or unusual activity in many of these incidents, and the account was in good standing. This is a secured card backed by my own deposit.

The banks fraud system has also repeatedly malfunctioned. For example, a few weeks ago, I tried to make a purchase at XXXX XXXX XXXX. The transaction was declined due to a fraud alert. I contacted the fraud department five separate times because they were unable to clear the transaction. On the fifth call, the fraud representative stayed on the phone with me and confirmed and approved the purchase. Immediately afterward, the bank disabled my ability to log in to my account on my trusted phone, laptop, and mobile app. They said this was due to fraud prevention, even though their own employee had just approved the purchase while on the call with me.

This is not an isolated situation. For a full year, I have asked for investigations and reviews, and the company has not resolved the issue. One representative even told me that many customers were experiencing the same thing, suggesting a larger system problem. 

Then, on XX/XX/year>, the company closed both my secured credit card and the deposit account holding my security funds without any warning. This happened at the beginning of the month and right before XXXX. This left me without credit and without access to my own secured funds during an essential time. The bank continues to charge 25 percent interest even though the account is restricted and the funds I normally use to make payments are locked in the closed deposit account. Although there is a make a payment option visible, the account is otherwise non-functional, and using outside accounts adds delays.

Several of my purchases are still pending refunds, and some may take more than 60 days to settle. It is unfair for the company to restrict my card, block payment methods, hold my collateral, and continue to charge high interest at the same time.

After a hurricane, the company also canceled one of my insurance policies without notice, creating a gap in required coverage. Combined with the account issues, this has damaged my confidence in keeping my remaining life insurance policy with them.

I believe the company has engaged in unfair and harmful practices, including malfunctioning fraud controls, failure to investigate after repeated requests, interest charges while blocking payments, withholding access to secured deposit funds, and closing accounts without warning. I request CFPB review of the timing, pattern, and handling of these actions.

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