Consumer complaint received 2026-03-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS

Complaint narrative:
False statements, mishandled fraud dispute, improper account closure, frozen XXXX XXXX pay, and severe household harm USAA Federal Savings Bank mishandled my fraud dispute, closed my account during an active investigation, froze essential income ( XXXX XXXX XXXX XXXX XXXX ), provided false statements to the CFPB, and caused severe harm to my household, including disruption of care for my XXXX XXXX son and a medical crisis that resulted in XXXX XXXX After the CFPB closed my second complaint, I contacted the FDIC. The FDIC confirmed that this matter falls under CFPB jurisdiction and instructed me to refile here. -- - 1. USAA falsely claimed we spoke on the XXXX. USAA stated in their prior CFPB response that we spoke on the XXXX. This is false. The only communication was : I asked the representative if he had any questions He said no I asked him to submit his response to the CFPB There was no discussion, no explanation, and no resolution. USAA misrepresented this to the CFPB. -- - 2. USAA closed my account during an active fraud dispute. USAA : Reversed provisional credits Closed the account Sent the account to collections Blocked access to funds Refused to provide documentation Refused to complete the investigation Closing an account during an active Regulation E dispute is a violation of federal law. -- - 3. USAA froze essential income : Social Security and military pay. This account received : Social Security benefits Military pay USAAs actions cut off access to the only income supporting my household, including my autistic adult son. This caused immediate financial hardship, inability to buy food or gas, and destabilized our home. -- - 4. USAAs actions contributed to a medical crisis and ICU hospitalization. During the period USAA froze our income, I experienced a medical emergency and was admitted to the ICU. My husband missed work to manage my medical crisis and care for our autistic adult son. USAAs actions directly worsened the situation by withholding access to our funds. -- - 5. USAA harmed a vulnerable dependent. We care for an autistic adult son who relies on routine, stability, and access to essential resources. USAAs account closure and withholding of funds caused : Disruption in his care Stress and confusion Loss of access to food, transportation, and daily needs This is a vulnerable household under CFPB standards. -- - 6. USAA reported false information to Early Warning Services. USAA reported me to EWS without : Proper notice Proper investigation Providing documentation Allowing me to dispute the report This is a UDAP violation and a Reg E violation. -- - 7. USAA failed to respond to the second CFPB complaint. My second CFPB complaint was closed because USAA did not provide a proper response. I contacted the FDIC for help. The FDIC confirmed that they do not regulate USAA and that this is a CFPB matter, instructing me to refile with the CFPB. -- - XXXX. USAA told us to go to a food bank, borrow money, or take out a loan while knowing we were in bankruptcy. USAA representatives told us : Go to a food bank Borrow money from friends or family Take out a loan USAA knew : We were in an active bankruptcy, making a loan impossible We had no one to borrow from We had no money for food or gas We were caring for a XXXX XXXX adult Our only income was XXXX XXXX XXXX XXXX XXXX, which USAA had frozen These statements show reckless disregard for consumer harm and violate CFPB standards for unfair and abusive practices.

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