Consumer complaint received 2020-12-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
My dad does his banking with USAA. He is a XXXX era veteran and is not tech savvy. He likes to use the voice line service to hear account balances and check transactions. He was able to use this service up until XX/XX/XXXX. 

I help him with his online banking. I logged in and tried to enable the Quick Access for Voiceline, and was unsuccessful. 

My dad is in another state, so I initiated a 3 way call to USAA to try to fix the problem. 
Call was placed on XX/XX/XXXX and we spoke with XXXX - who authenticated my dad and got his permission to talk to me, and have me on the call. XXXX tried his best to help, but kept hitting road blocks. XXXX called the " security team '' and told us due to a fraud flag being on the account, my dad couldn't use the Quick Access for Voiceline. My dad asked why is the fraud flag there, and what can be done to remove it. After some checking, we were told an ACH charge was disputed in XXXX for {$24.00}, and that's why the account was figged. 

My dad wanted to talk to a supervisor or the security team and was told there was nothing that can be done. XXXX eventually transferred us to a senior representative named XXXX. XXXX tried to help, but wasn't sure why my dad couldn't use the Quick Access Voiceline, and explained she'd have to call the security team. 

By this point we have been on the call with USAA for over an hour. My parents are currently residing with my sister and her husband in another state. My brother in law had tried to help before my dad called me, and was unsuccessful after 30+ minutes on the phone with USAA . We have now spent over 90 minutes with no success, resolution, or answers.

My dad was so frustrated and stated he wants to remove funds from USAA. Although this can be done, it will take time since his military retirement and both parents ' SS checks are direct deposited into USAA. 

No one could explain why my dad was was able to call in and enter a 4 digit pin prior to XX/XX/XXXX and obtain his balances, but now it couldn't be enabled. 

My dad just called me today, XX/XX/XXXX and said he is blocked from checking his account online - with the help of my sister and brother in law. When they try to log in they get this message : For security reasons, your access to usaa.com is currently restricted. Call XXXX ( XXXX XXXX for assistance ( XXXX ) I called USAA again today, and asked if there was a department that handled customer complaints because we had been told there was nothing that could be done. I was told if we had asked to speak to the president of USAA, they would've routed us. I told him that we did not know the process or were told if we wanted to speak to the president of USAA. 

My dad is frustrated and feels like he's being harassed when all he wants is to call and get his account balances, like he's been able to do in the past.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation