Consumer complaint received 2025-02-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH

Complaint narrative:
I am filing a formal, written complaint against USAA Customer Service XXXX, XXXX. I have been using USAA as my primary bank for XXXX years and I have never felt so humiliated and disrespected as today. 

I called USAA on XX/XX/year> at XXXX in response to a missed call and push notification alert saying there was suspected fraud on my account. 

I had recently moved a large amount of money so this isnt uncommon. I appreciate these extra measures from my bank to ensure my money is protected. I also appreciate the collaboration that I have grown to expect from the customer service agents that deal with these types of inquiries as well as others. 

When I called in I was expecting to go through the verification process and confirm dates/amounts, etc to clear my account, which has been my experience in the past. My customer service rep, XXXX, went through some of the basic verification questions and, at some point I was placed on a long hold. When XXXX returned he began asking extremely invasive questions without any context as to why. I told XXXX I was willing to confirm the amounts and give him a general reason as to what the funds were related to ( transactions among friends ). This wasnt good enough for him and, instead of communicating in a professional manner why he needed this information, he began with the finger pointing. 

I did not understand why I was being asked what I was doing with my money. I understand that XXXX has a job to do, but this was over the top. 

USAA is my bank, not a parent peeking over my shoulder. At XXXX point he began using accusatory language that created a sense of intimidation saying something to the extent of, It looks like money laundering to me, but if you tell me a little bit more information, we can clear this up. This sounded more like a gestapo shakedown than someone I would trust with my money and personal information. 

XXXX made himself judge and jury and destroyed my trust. The representative I thought would help me release my account was now accusing me of a federal and state felony. I paused for a few moments as he continued probing and finally asked him, XXXX, do you have an agent number? He said no. I said XXXX, my last name is XXXX, what is yours? He replied with I dont share that type of information. 

I said XXXX, you won't tell me your last name but you want me to tell you how XXXX spending my money? I told him he was essentially blackmailing me by saying answer my questions and we can make this go away. Refuse to answer my questions and there's big trouble. If he was that comfortable power tripping and intimidating me, I can only XXXX how many other customers hes bullied. XXXX eventually became combative and refused to answer my questions about where we stand with the account resolution. He hung up and I called back and was able to resolve my issue with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX husband and a heck of a Father- not a criminal. The position XXXX took was no longer as a mutual collaborator trying to help me resolve an issue with my account but more of a gestapo interrogator trying to get me to admit to a crime.

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