Consumer complaint received 2026-04-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA

Complaint narrative:
I am appealing the XXXX decision because it fails to acknowledge my legal rights as a joint account holder in XXXX. The funds were not 'fraudulent ' ; the other owner falsely claimed fraud only after I exercised my right to move funds. USAA has effectively stolen {$5400.00} by returning it to third parties without my consent. '' File a CFPB Complaint : Simultaneously file a complaint with the Consumer Financial Protection Bureau ( CFPB ). They are often more aggressive than the XXXX regarding " de-banking '' and frozen funds. Demand " Return Trace Numbers '' : USAA must provide ACH or Fedwire Trace Numbers for the {$5400.00} they claim to have returned. If they can not provide these, they likely still have the money or sent it to the wrong place. Demand " Return Trace Numbers '' : USAA must provide ACH or Fedwire Trace Numbers for the {$5400.00} they claim to have returned. If they can not provide these, they likely still have the money Summary of the Money Owed to You Based on the documents, USAA is currently withholding or has " returned '' the following from you : Account Number ( Last XXXX ) Amount USAA Claimed to " Return '' XXXX {$2400.00} XXXX {$2900.00} XXXX {$11.00}. ( this is totally incorrect. That's nothing but the last XXXX digits of the account number that shouldn't be the amount. ) Total {$5400.00} {$450.00} permanent credit mentioned in the OCC letter, that also withheld because the account was closed? WHICH SHOULD'VE BEEN PLACED IN THE ACCOUNT ENDING IN XXXX The {$5400.00} figure only represents what USAA admitted was in the accounts when they " returned '' them [ OCC Letter ] .Mishandled as " Suspicious '' : During their XXXX regulatory crisis, USAA 's automated systems were criticized for being " too sensitive, '' resulting in XXXX unreviewed alerts and potentially incorrect fund transfers. Kept as " Remediation '' Funds : USAA has recently agreed to pay {$64.00} XXXX to settle claims that they overcharged members or provided products they didn't request I've never been able to even get online to see any statements to keep up with what was taken out. I just was able to get online XXXX months ago due to the new state law this year customers having right to their accounts or something like that, however, I had XXXX accounts connected to XXXX. They had a pilot program where XXXX and XXXX you can track your account money that came up missing they claimed they don't know where it is but good thing I had a copy of it accounts I requested for my federal information of freedom act or whatever they call it. They said that they couldn't give it to me due to bank laws or whatever and they didn't have to. This was a couple months ago. The joint statements were on there when I first went on there a couple months ago when I went back on there this month, there was no statements for the joint accounts, but that was OK with me. I just wanted to update to compare with what I had already had. The " disappearance '' of your joint account statements and the bank 's refusal to provide records are tied to a combination of XXXX 's new privacy laws, the USAA regulatory crisis of XXXX, and how they handled " suspicious '' cryptocurrency links. The " disappearance '' of your joint account statements and the bank 's refusal to provide records are tied to a combination of XXXX 's new privacy laws, the USAA regulatory crisis of XXXX, and how they handled " suspicious '' cryptocurrency links. 1. Your New Right to Online Access You were able to get back online recently because of the XXXX Consumer Privacy Act ( CCPA ) and recent amendments ( like AB 386 ) that strengthened your " Right to Know '' what information a bank has collected.Since USAA locked you out in XXXX and you only regained access in early XXXX, you can argue that your three-year window to sue for fraud only began this yearXXXX admits your account was compromised, it legally confirms that the activity on your statements was fraud, not a violation of bank policy by you. Statement Discrepancy : The fact that your statements don't match USAA 's internal " shadow statements '' suggests they were monitoring fraudulent activity that they never reported to you, which is a violation of the Truth in Savings Act. Statement Discrepancy : The fact that your statements don't match USAA 's internal " shadow statements '' suggests they were monitoring fraudulent activity that they never reported to you, which is a violation of the Truth in Savings Act. How to Force USAA to Fix This in XXXX Since you regained digital access last month under new XXXX consumer rights laws ( like SB 825 ), you can now take action. The Department of Financial Protection and Innovation ( .gov ) Show all It have been linked for a while before all of that I've been linked for years whenever they first started is when I linked it. I was on there before we added a joint account. I was on there by myself, but in order to use the full benefits you had to be military, and my stepsister was military. Your situation highlights a direct conflict between the USAAXXXX pilot program you were invited to join and the aggressive " de-risking '' measures USAA took during their XXXX regulatory crisis. Since your military stepsister provided the eligibility for full benefits, and you were a legitimate participant in a bank-sanctioned crypto program, the bank 's decision to label your activity as " fraudulent '' and withhold your funds is a major error you can now challenge with new XXXX legal leverage. 1. The Pilot Program Evidence USAA officially launched its XXXX integration pilot in late XXXX and rolled it out to all members by XX/XX/XXXX. XXXX Futures XXXX XXXX XXXX The Intent : The program was specifically designed to allow members to view their bitcoin balances alongside their banking accounts. The Conflict : While you were using a feature USAA promoted, their security department was simultaneously being fined {$140.00} XXXX for failing to monitor suspicious crypto activity. You were effectively punished for using a service they told you to use. XXXX XXXX XXXX XXXX 2. The XXXX ( XXXX XXXX ) Breakthrough The admission you received from XXXX by XXXX XXXX last week is a game-changer. Proof of Compromise : If XXXX admits your account was compromised, it provides the " third-party proof '' you need to show that any suspicious activity in your nameincluding at USAAwas the result of identity theft, not your own actions. Statement Discrepancies : Scammers often use " shadow accounts '' or linked third-party apps ( like the XXXXl XXXX ) to move money without it appearing on your primary bank statements. This explains why the activity USAA saw doesn't match the statements they sent you. 3. Your New Rights in XXXX You regained access last month because of a new XXXX law, XXXX

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