Consumer complaint received 2020-08-27
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On Sunday the XXXX XXXX I was attempting to retrieve money from the ATM and the transaction was declined. That same day I contact the bank regarding. On the XXXX I called the bank and was told that a restriction has been placed on my account. After asking why that was, I was told that a letter was mailed out to me and my EX WIFE for verification and was the reason. I was wondering why my EX WIFE of 4 years would have to verify my account. I proceeded to explain that we have been divorced and she currently resides in XXXX, XXXX. On XXXX I called again and was told that if I would open another account and have the monies transferred to that account that would be the remedy. I proceeded to ask how I would do that as USAA does not have branches and I have to money to send although I have XXXX and XXXX  of dollars in my account. On Wednesday I called USAA again and I was asked do you have another credit card with cash advance capability to send the {$25.00} to open another account? I replied no I do not!! Do you know someone that you can trust to send the money preferably a USAA member? The following day I asked my friend if he would do me a favor and he said he would again. I called the USAA and told the representative that I have someone willing to do the transaction BUT I was told the following after another three calls that my account has been restricted and that all my direct deposits will continue to be received but no money can leave my account. Now, I was furious and said I have complied with everything you have asked from me. I need to speak to a supervisor and eight hours later, I received a call back from a supervisor ( resolutions department ) who concluded there was a lot of false information given to me but again nothing was resolved. On XXXX I called and having contacted the XXXX team I was told that if I could get my EX WIFE on the phone and have her verified that would do it. On Saturday XXXX I have a conference call with my ex-wife calling international from XXXX and myself with a bank associate and a translator doing the translating. While all four of us where on the phone USAA wanted to send an ID number to her phone my EX WIFE proceed to tell them that the number that they have on file is no longer her phone and the phone that she has is a land line we have been divorced for years and to unrestricted my ex-husbands money. This same set up with myself and my ex-wife and translator and bank associate happen on two different occasions. Now I was told that my ex-wife needs to upload an ID of hers so that it could be validated and she complied as instructed the ID had to be loaded up through the USAA site and was done through my tools. On XXXX I called the USAA and asked have they verified the ID now again I was told that it should be uploaded to a different part on the site they said send it to USAA site but to the ID proof. Again, I complied and uploaded it as instructed. The following day I called the USAA and was told that it should be uploaded to USAA site but to VERIFY section. Again, that evening my son and I tried several times and it said that the server was done. On XXXX I called the USAA bank and told the bank employee that I want a supervisor higher up to call me and she was very polite. I was not able to register my kids school and I am struggling with food and bills piling up while my XXXX check is deposited ( 25 year retired Veteran ) my work check is being deposited in USAA bank and I can not provide for my family as my account is restricted. If she would note that I will be filing the following. One more thing the supervisor has not called, and it has been over 24 hours Congressional with my Congressman, Americans with XXXX XXXX XXXX XXXX ), Comptroller of the currency, Letter to the president of USAA bank.

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