Consumer complaint received 2015-11-06
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
Yesterday, I tried to use my ATM card but the ATM told me my card was restricted and it refused to provide me with any cash. I then called my bank to figure out what was going on. I spoke with a representative who told me a fraud alert was posted to my account and I needed to speak with the security department. At no time prior to this phone call did my bank alert me to any possible fraud or that it was taking action in response to what it viewed to be possible fraudulent activity. I then spoke with the security department and verified for it that all recent charges were authorized by me and done by me. I was then assured that my card was cleared and I would be able to use it immediately. 

I then went back to the ATM and attempted to use my card again. The ATM again told me that my card was restricted and it refused to perform any transactions with it. I then called my bank again and asked why, after I had just called and been assured that my card was fine and would work, my card was still not working. The first person I spoke with told me that the " back room '' was reviewing my account and I would be unable to use my card or access the account to which it was linked for the next two business days. She told me that she could not provide me with any information about what was being looked at, who directed this review, and why I was never informed of it prior to it occurring. I then requested to speak with someone in the department responsible for the review and she told me that was impossible and I needed to wait for them to contact me. Finding her responses unacceptable, I requested to speak with a supervisor. 

XXXX next spoke with me and represented herself as a supervisor. I explained what had happened and requested that whatever actions were being taken in my account be immediately discontinued and that I be provided access to my money. She repeated the same assertions as the prior representative and told me that there was nothing that I could do and she refused to give me any information about why this was happening or how I could get more information or get the process to stop. When I told her that the ATM card and the account to which it is linked is my only source of cash and waiting two business days means that I would be without cash for the entire weekend, her uncaring and inconsiderate response was that I could use XXXX of my credit cards over the weekend. Despite my informing her that I had no desire to use a credit card and incur finance charges for things that I would normally pay for with cash, she refused to do anything further and told me that I agreed to have this type of thing done when I signed my account " agreement '' when I opened my account. I assured her that I did no such thing and she could not or would not tell me what I agreed to despite repeated requests to cite to me what she believed I agreed to when I opened my account. 

As of today, I still have had no one from the bank contact me about what it is currently doing, have had no follow-up to my calls from the bank, and am as in the dark now as I was yesterday as to what is being done with my card and my account. The bank has unilaterally taken this action without my consent or authorization and has now refused to provide me with any information about what it is doing despite my repeated objections and protests to its actions.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief