I found my checking account frozen today with absolutely no notice. There has been no snail mail, email, or message about this. Zero communication. I have a rent check out that will now bounce, if it hasn't already.  If this isn't fixed by Monday, I'll be opening a new account with another institution and begin moving all my accounts away from USAA. Was considering having you guys manage the $$$,$$$ in my 401K, that ain't gonna happen now.  USAA is a hair away from me ditching them permanently.


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By all means divest yourself from USAA! My wife and I did so (except for a few necessary accounts) beginning a year ago. Ally Bank is a "high yield" internet based bank offering about 10 times the interest on savings account compared to USAA (USAA pretends to be "your small town bank," but by that they mean endless automated voice systems and a "don't call us, we'll call you, but we'll never call you" attitude). Other than Ally Bank we did open an account at a real small town bank, and to deal with them doesn't require endless menus and a guaranteed half hour on the phone with a representative who sometimes seems to have no idea whatsoever they are talking about!

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@abadab, I understand your concern about the actions taken on your account without prior notice. I apologize for any inconvenience this may have caused and understand why you would be upset. Your concerns regarding this matter will be forwarded to the appropriate team for further review. Thank you. - Rhonda 

By all means divest yourself from USAA! My wife and I did so (except for a few necessary accounts) beginning a year ago. Ally Bank is a "high yield" internet based bank offering about 10 times the interest on savings account compared to USAA (USAA pretends to be "your small town bank," but by that they mean endless automated voice systems and a "don't call us, we'll call you, but we'll never call you" attitude). Other than Ally Bank we did open an account at a real small town bank, and to deal with them doesn't require endless menus and a guaranteed half hour on the phone with a representative who sometimes seems to have no idea whatsoever they are talking about!

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Indeed, I will begin the process of moving all my business away for USAA who I've have been with since the 90s.  This is completely unacceptable. It's fine to have automated anti-fraud systems as long as you have 24/7 support to reverse an account lock. Unfortunately that's not the case here. I have other active accounts besides checking, yet I'm completely cut off from using the mobile app for everything. Their phone system automatically blocks you from contacting a customer service rep until their fraud support is available. That means I can't reach an auto insurance rep. That can't be legal in California, and I'll be submitting a complaint to the CA insurance commision over this. I've already filed complaints with the OCC and the CRC. I'll also contact the news media about this as well. 

I divested all my financial dealings with USAA back in 2-3 yrs ago and moved to NFCU. Had been with USAA since mid 80s (doing 98% of business) and NFCU since late 70s. Got tried of the low rates, changes to my credit reports, and not being able to contact someone to find out what was going on with my accounts. NFCU has better deals on a lot of banking products, but the nice thing is that I can speak with someone 24/7. Vanguard handles my retirement accounts and the returns are much better than what I was getting with USAA a few years ago. Happy overall with my decision. The only thing I need to assess now is my homeowners/auto insurance policies. Have until the end of the year to make my decision. Still paying premium $$ for minimal coverage.

For USAA CSR: No need to address my comment.

Just got off the phone with USAA and my account is back. I pay rent on a home I share with my boyfriend for over three years now. I pay the full rent and he writes me a check for half of it. I've deposited a check from him montly for over three years. USAA's stupid fraud detection flagged it for some idiotic reason. This is beyond negligent!!!

Here is the text of the complaint I just sent to the CA Attorney General 
My account was flagged for fraud because USAA fraud detection system is incompetent. What triggered it was a check I receive monthly from my boyfriend for his half of the rent. I've deposited this check monthly the same way for over three years now.

They blocked my account on a Friday, and blocked phone access, blocked their mobile app. I also have my credit card and car insurance with them. They essentially cut me off from any customer service for those services as well. I had to wait until 9am CT to talk to a "specialist" to remove the freeze, which they did, because there was not valid reason to have frozen in the first place.

They gave me absolutely no notification for the account freeze and prevented me from contacting customer service until Monday. This is abusive.

The "fraud protection" excuse seems to be applied to many system glitches.  I'm 70 y/o who took grandkids to the beach 2 wks ago.  USAA inexplicably blocked my Amex card on the second day of our vacation.    I called USAA- on cell phone from hotel, so not the most secure environment - and they collected every bit of info anyone listening in would need for ID theft, including full SSN, then asked "computer generated" questions that were absolutely absurd.  Like license plate on Jeep we owned in 1997, zip code from 20 yrs ago, name of company my husband briefly led 25 years ago.... then told me I failed the verification.  Nevermind that I could provide all the details of our only homeowners claim (hail) or all sort of relevant details that a hacker or theif would not know - the automated system rules.    No doubt they save $ that way, but it's gone from merely impersonal to a really unreliable system.  

Note - I think they know they've got problems with the fraud detection system.  What other credit card asked for notification before you travel?  

@kate17, This is disappointing to hear. I've forwarded your comments regarding this matter to the appropriate area. - Ben