Consumer complaint received 2019-04-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On Sunday, XX/XX/2019 I spoke to XXXX  in fraud department. I explained to him that there were charges to my credit/debt card that I didn't make. XXXX told me that he would have to cancel the card and issue me a new one. Fine. I gave him a new pin number and was told that I should be receiving a new card within 2-3 days. I called on XX/XX/2019 to get an update since I haven't received a new card. I was told that no card was ever processed! It is now XX/XX/2019. I still don't have a card. No access to money. I can not put lunch money for my daughter to eat lunch because I have to load funds on her school account. Please see the chat transcript. I was told to get loans!! USAA refused to send me a card overnight. There are no branches in XXXX!!

Welcome to the USAA Bank Chat!

XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Your Question is : Could you please provide a tracking number ( XXXX ) for my new credit/debt card. I haven't been able to make transactions since Sunday.

XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Thank you for chatting in with me. My name is XXXX and I will be happy to look into your information because I know how important that information is to you.

Me ( XX/XX/2019, XXXX XXXX ) : I was told I should be getting it by tomorrow XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Since it has just been ordered today I have yet to have a shipping number. I will have a shipping number for you by tomorrow.

Me ( XX/XX/2019, XXXX XXXX ) : No! I was told it was expidited. I was supposed to be shipped today and I should recieve it by tomorrow Me ( XX/XX/2019, XXXX XXXX ) : This is now the 3rd time you guys are refusing to send me a card Me ( XX/XX/2019, XXXX XXXX ) : I spoke to a supervisor yesterday Me ( XX/XX/2019, XXXX XXXX ) : Im not waiting anymore! I have no money!!! What the XXXX am I supposed to do! I haven't been able to access my account since Sunday!!!!!!!!!!!!

Me ( XX/XX/2019, XXXX XXXX ) : Hello?

XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : To make sure I understand your situation I will be asking questions throughout my chat.

Me ( XX/XX/2019, XXXX XXXX ) : Are you serious? I want my card!!!

XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Do you have a friend that could loan you the money until you get your card?

Me ( XX/XX/2019, XXXX XXXX ) : XXXX!!!! Are you crazy???

Me ( XX/XX/2019, XXXX XXXX ) : This is USAA 's fault not mine. I shouldn't have to go begging!!!

Me ( XX/XX/2019, XXXX XXXX ) : This is insane! Im going to another bank!

Me ( XX/XX/2019, XXXX XXXX ) : I trusted you guys and you XXXX me over. Im done Me ( XX/XX/2019, XXXX XXXX ) : Telling people to give you loans because USAA refuses to give you a card and refuses you access to YOUR OWN MONEY Me ( XX/XX/2019, XXXX XXXX ) : This chat is going on social media Me ( XX/XX/2019, XXXX XXXX ) : Im telling everyone how USAA screws you over and then tells you to beg for money Me ( XX/XX/2019, XXXX XXXX ) : Im already taking screenshots XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : I am sorry that you feel we XXXX you. Is there anything I can do for you?

Please run away from them. Use your local bank!

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation