Consumer complaint received 2023-01-21
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
This is a continuation of complaints XXXX and XXXX. After USAA froze my wife 's and my debit cards. I have repeatedly tried to get them to reinstate them. I submitted my passport, my wife 's passport, my wife 's XXXX XXXX  card, and my military orders via the online account on XXXX XX/XX/2023. They received them. I followed via phone on XXXX XX/XX/2023 and the customer service agent informed me that they have everything that they need but he needed to transfer me to someone else who could reinstate my account. That person asked me a series of questions regarding my income, etc. and said she had everything that she needed and said that my cards would be active immediately. I asked again to make sure and she confirmed that they could be used immediately. I told my wife 10 minutes later and she tried to make a purchase and it was rejected. I tried to make a purchase on my debit card on XXXX XX/XX/2023 and it was also rejected. 

I called USAA customer service again on XXXX XX/XX/2023 ( XXXX XX/XX/2023 where I was calling from -- I'm stationed in XXXX ). They informed me that the cards were still suspended. I asked why I was told they were reinstated and she had no answer. I asked her if the government documents were not enough and she did not answer the question other than to say other information is needed. I asked her what and she said income information for my spouse. I asked for documentation referencing law or regulation stating that she needs more than the government identification that I already provided and said they already sent a letter. I already received that letter but it provided no details and what she told me on the phone news to me about specifics. By the way, that letter was generated after my call on XXXX XX/XX/2023 and my submission of mine and my wife 's government identification documents but seems to have been backdated to XXXX XX/XX/2023 to appear as if I was informed prior to the freezing of our cards. 

The agent claimed that we needed to go online and answer questions. I told her that my wife and I wasted enough time already dealing with this ( it's been almost four days and counting that our cards have been frozen ) and told her I was filing yet another complaint on CFPB. I also told her that I'm the only one with income in the family and gave the information about my income to the person I called on XXXX XXXX. 

Following the phone call I submitted our taxes that we just filed showing our income and sources of income. I am eager to find out if USAA will reject that along with the identify documents we already submitted and claim that we still need to go on some portal. I am taking note of each call and will be exploring options for a civil suit since they are dictating what government documents and confirmation they will accept and how they will accept them, which has no basis in law or regulation.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation