Consumer complaint received 2019-04-30
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KS
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
In XX/XX/XXXX, USAA notified us that they needed to verify the Identity of the account holder. Since only the 1st and last name were given, I verified my information as requested. In XX/XX/XXXX the notices continued, and I called in on XX/XX/XXXX to understand why they persisted. It was at that point we were told they were looking for my son 's identification ( same 1st and last name but a different middle name ) We uploaded his drivers licenses as requested but did not have a social security card available. We were offered that a W2 could be used instead since it was a federal document with his SSN. We uploaded that and were told that we had satisfied the requirements and it would take the back office a few days to complete everything but not to worry. 

On XX/XX/XXXX, the checking and savings accounts of my son became unexpectedly, unavailable. This caused him several issues since he was expecting to have access to his funds over the weekend. 

I spent 4 hours on Saturday and 4 hours on Monday, trying to reach someone at USAA that could resolve it. The people that answer the phones had no way to change the account status and the people that can fix it were never made available to answer the call. 

The following are some of the concerning things said to me about this situation by various reps. 

" It is required by law, Homeland Security and the Patriot Act, that when requested by the bank, the customer must present their Social Security Card '' ( I have since read the Patriot act and have found that to be a very untrue statement ) " Because he can not present his Social Security Card, he may be a XXXX or laundering money '' " Until you provide the Social Security Card, you will not have access to this account '' " Because I have violated the rules and given you too much information about your sons account, my Manager refuses to talk to you and will not allow me to provide her name '' Point of clarification, this is a nested account that I opened for him when he was about XXXX so more than 10 years ago. My name is also on his account and prior to USAA confiscating this account, I had access to move funds in and out through my master account log in. 

There were many more anti-customer things said but here is a summary of my complaints. 

As best I can find, there is no Federal requirement that mandates you must have available at the banks request your Social Security Card. ( He has a number, we just couldn't find the card on XX/XX/XXXX when they asked for his, specifically. ) We could have started the process to request a replacement card, shortly after XX/XX/XXXX had we known that it would still be a requirement however we were told that what we provided would be enough. 

Restricting access to both the checking and savings without any notice or further attempts and continued refusal to access the funds must be illegal! The notice previously given was no longer valid, since we called in and spoke directly to the rep that assured us, it will be taken care of. ( Side note, I had called in about a week prior to the XX/XX/XXXX incident with issue of making a deposit to his savings account, had there been any additional need for identification, that would have been an opportune time to alert me ) Finally, alerting the bank to the mistakes made, the laws broken and requesting this be escalated higher was categorical and repeatedly denied. 

I am requesting Federal intervention and will be happy to make available any and all documents needed. ( accept for the social security card, we still need to request a replacement )

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