Consumer complaint received 2016-01-21
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
Good Morning, Last Saturday, XXXX XXXX, XXXX, while I was out with my friends I tried accessing my account through my phone, but I was denied. When I came home, I called the after hours and the representative told me that she ca n't do anything since the hold is for security and fraud. I told her that in the past i used to get a text showing what charges what made to the account and for me to verified by clicking " OK ''. She told me that all my account is on hold that I would have to wait until the next business days to talk to the checking account department ( this means I have to wait until Tuesday since Monday was XXXX holiday ). Frustrated, I ask to talk to the supervisor which she took my number to give for a call back. I did n't get any call back. In fact, I got irritated when she started changing the tone of her voice in the process. Since I did n't get any phone call from the call back, I called the next day ( Sunday ) to see if I can talk to the credit card department. I was desperate to find out what was wrong of my account. Why is it that my entire account was on hold, including my kids accounts, which one of them are away in college and depend on his debit card. While waiting for the credit card representative to answer, i was asked if i could do the survey, which i did! For some reason the survey started for me to do. Since I did n't get any of the credit card representatives online, my answers to the survey were all " XXXX ''. A few minutes later, a gentlemen called me asking how he can help me. He is from the credit card department and wondering why my answers to the survey were " XXXX ''. I told him that I did n't get anyone online and the questions are all about the representative that supposedly helping me. I told him that i needed to talk to someone at the accounts department regarding a hold of my account. He also mentioned that my account is blocked, but I should be able to use my credit card, which the other after hour representative did n't mention ( a little relief since I do n't have any other account and credit from another institutions ). He transferred me to the accounts department and a pleasant and patient lady answered. She mentioned that the hold is from the security department for security review. She was very patient and listened to my frustration. I did n't understand why my entire accounts was on hold and i had no access to my funds for food or gas. On top of it, i was n't told until Sunday afternoon that my USAA credit card is available. I did n't bother to check if I have access to my credit card since my entire USAA account was on hold for security review. Monday, XXXX XXXX, 2016, I called and inquire about the hold. I was transferred to a someone and she explained to me that my account is security review for 48 business hours. She also mentioned that it was in the disclosures that they provided to the members when we open the accounts. The problem i have with this hold is why would you hold the account for review on a weekend when you know that there is no one working at the security department for review in the weekend? I needed to put gas in my car and my son uses his debit card for food while in campus. The bank left me hanging without any cash for food and gas this past weekend and the after hour representative did n't bother to tell me that i still have access to my credit cards and did n't bother to transfer me to the accounts department ( after hours ) to give me some kind of explanation of why my entire account was on hold. 
I apologize for the lengthy message, but it has been a long and frustrating weekend for me not being able to access my account. I have to tell my son to borrow money from his friends for food since his debit card was also frozen.

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