Consumer complaint received 2025-09-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY

Complaint narrative:
On XX/XX/XXXX I called USAA and attempted to wire transfer the remaining balance of my checking and savings account to my local bank and close my accounts with USAA. I was informed by Costumer Service that my account had been frozen or restricted and that USAA had sent me a document dated XX/XX/XXXX stating that they were exercising their right to cease doing business with me and would close my accounts within 60 days and send me a check for the remaining balance of my accounts. So I would not be able to withdraw any funds or close the account on my own at this time. I requested a specific reason for the decision for terminating business with me and CS could only speculate. I asked if it had anything to do with a wire transfer that I had attempted on XX/XX/XXXX that was denied and returned. The CS rep couldn't confirm or deny that this was the cause. He then filed a complaint and appeal for me regarding the account closure and said it might take a day or two for them to consider my appeal. On the evening of XX/XX/XXXX my account showed an outgoing wire transfer in the amount of {$7500.00} that I had not requested or authorized. On Tuesday XXXX XX/XX/XXXX that wire transfer was no longer showing on my account and the funds were still in my account before i was able to call and dispute the transaction. In the afternoon of XX/XX/XXXX I called USAA to find out the status of my appeal and to again request a justification for restricting and closing my account and preventing me from accessing my money. I was again not given any specific reason and was referred to the notification sent on XX/XX/XXXX. I was told by one CS rep my money would be sent within 60 days but then told by a resolution specialist that the funds would be sent following a 60 day period. Again I was being told that no specific reason was being given for the closure of my account other than the banks right to do so. On the morning of XX/XX/XXXX a " posted debit '' appeared in my account in the amount of {$7500.00} dated XX/XX/XXXX. I called USAA and filed a complaint stating multiple times that I had not initiated or authorized this debit. After about 20 or 30 minutes I was told the reason for this was to collect funds for an incoming wire transfer dated XX/XX/XXXX that had been denied for insufficient funds. Since I had transferred those funds out on XX/XX/XXXX to XXXX they were recollecting those funds. I called my friend who had wired the {$7500.00} so she could verify this information. She verified with her bank that this information was false. The {$7500.00} on XX/XX/XXXX wire transfer had gone through without issue. 
With this information I called USAA again and talked to another resolution specialist and explain to him the inaccuracy of the " insufficient funds '' explanation. He reviewed the information and asked me several times if I had requested that the {$7500.00} be sent back to the sender. My answer each time was no because they had restricted my account since XX/XX/XXXX. He was unable to verify who had authorized the " posted debit '' of {$7500.00} dated XX/XX/XXXX. Each time I call I am given a different and conflicting explanation or no explanation at all. I think it is unacceptable that I have to wait 60 business days to have access to my money. If i was ceasing to do business with them I would have access to all my money the same day. It is also unacceptable that this bank and its representative can answer basic questions about transactions and its banks justifications for it actions in a consistent manner. I would like this resolved and my funds returned to me ASAP so I can pay my bills.

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