Consumer complaint received 2026-04-26 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA

Complaint narrative:
Subject : USAA Bank Account Frozen, No Access to Funds, No Disclosure of Setoff or Closure Basis Company : USAA Complaint : I am filing an urgent complaint regarding USAAs ongoing restriction of all of my bank accounts, denial of access to funds, and refusal to provide clear information regarding the basis for the restriction or the status of my money. Over the past XXXX days, I have spoken with multiple USAA departments including XXXX XXXX XXXX XXXX, and XXXX XXXX. My case has been repeatedly transferred between representatives, including individuals identified as XXXX XXXX, XXXX XXXX personnel, and XXXX XXXX staff. I was ultimately escalated to XXXX XXXX, who stated that they would request executive review, but I was told no one could assist me in accessing funds at this time. Specifically : * A XXXX XXXX XXXX was rude and refused to provide clear answers * XXXX department transferred me multiple times without resolution * Debt solutions stated they could not confirm whether any charged-off credit card debt is being used for setoff or the amount allegedly owed * XXXX XXXX confirmed I will receive a letter but can not access funds * I was told my accounts are restricted due to XXXX concerns, but no specific findings were provided USAA has refused to disclose : * Whether my accounts are being held for fraud investigation or permanent closure * Whether any setoff is being applied against a charged-off credit card account * The amount, if any, USAA claims I owe XXXX Whether any portion of my funds will be released * Whether protected income has been identified and excluded from restriction My accounts contain essential funds needed for : * Mortgage payments * Vehicle expenses * Basic living costs My income includes federally protected benefits from : * U.S. Department of Veterans Affairs * XXXX XXXX XXXX XXXX XXXX Despite this , I currently have XXXX access to funds and a timeline of XXXX days with no explanation for release. Key issues : XXXX. Complete denial of access to funds with no clear resolution timeline XXXX. Refusal to disclose whether setoff is being applied or considered XXXX. Inconsistent and shifting explanations between departments XXXX. Failure to identify whether protected federal benefits are being properly excluded XXXX. Immediate financial hardship caused by inability to access funds Requested resolution : * Immediate disclosure of whether funds are subject to setoff or fraud hold * Full accounting of any claimed debt being offset * Confirmation that VA and XXXX deposits are identified and protected * Release of any non-disputed funds for essential living expenses * Clear written explanation of account status without delay This situation is urgent and has left me without access to all financial resources necessary to meet basic obligations.

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