I’m an 18-year-old high school student working a minimum wage job. Both my parents are veterans, so I opened a USAA account. I’ve been saving every penny I can. But now, my account is suddenly closed with almost a thousand dollars in it, and I can’t access any of it.
A couple of days ago, USAA asked me to submit my social security and a utility bill to verify my account since I just turned 18. I did everything they asked, but today I woke up to find my account shut down completely. My paycheck is still being deposited into the account that I can’t even use anymore. I’ve been trying to contact USAA for days, but I either get stuck talking to a robot or put on hold forever. Living without money is impossible, and I’m really upset about all of this.
If anyone has advice on what I can do to fix this, I’d really appreciate it.
Try saying ‘Representative’ when the automated system asks why you’re calling. Don’t say anything else, and it should connect you to a person. Make sure to call during business hours, and be ready to verify your identity with documents.
@Jalen
That’s solid advice. If they keep giving you the runaround, ask for a supervisor. Start keeping a detailed record of every call—note the dates, times, names of people you talk to, and what they tell you. This will help you if you need to escalate the issue later. And always stay polite and professional on the calls because they’re recording you too.
@Keegan
Keeping a record is super important. Companies don’t usually take responsibility unless you have proof of what they told you. It sucks, but documentation is your best tool here.
If your account is closed, they’ll send you a check for the balance. You need to contact your employer right away to update your direct deposit information. If your next paycheck is already on the way, USAA should reject it, and your employer will eventually get the money back. Talk to your HR department about switching to a new account or getting paid by check until this is sorted out.
Here’s a number for the USAA Executive Office: 1 (800) 245-9362. Call them and let them know you want to file a formal complaint about the service you’ve received. This might help get some faster answers.
When someone turns 18, banks have to follow federal laws to verify identity. USAA usually asks for a driver’s license, social security number, and a utility bill. My daughter had to go through this recently, and they sent multiple emails and letters as reminders. Every time we logged in, we also got a message asking for the documents.
If your account was closed, it’s unlikely they didn’t warn you. What did USAA say when you called? Did they tell you if there were any missing documents? If they’ve closed the account, they’ll send you a check with the balance, so they’re not keeping your money.
It sounds like you might’ve had a youth account, which could require additional steps once you turn 18. USAA should have a process for transitioning these accounts, though.
First, open a new account with USAA or another bank/credit union. Update your direct deposit information with your employer right away. You’ll probably get a check in the mail soon for the balance from your old account.
@Vern
USAA does have a transition process, but when the account switches to a regular checking account, they require additional documents to keep it open—things they can’t ask for from minors.
It’s possible that when you submitted your documents, the account got flagged or even locked for suspicious activity. Ask your parents if they can still see your account under their login. If not, it might be locked. When you call, try saying ‘fraud’ to the automated system—that might get you to a person faster.
I had the same issue with my kids’ youth accounts when they turned 18. It took a phone call and submitting some documents, but everything worked out in a few days. Their money was all there.
File a complaint with the Office of the Comptroller of the Currency (OCC) and then with the Federal Reserve. When you call USAA, let them know you’ve filed complaints. Start calling as soon as their lines open at 8:00 AM Central Time, and plan to wait on hold. Ask for your case to be escalated and keep track of names and details of your conversations. Good luck!