Consumer complaint received 2025-05-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: HI

Complaint narrative:
Formal Complaint Letter / Statement for CFPB and USAA To Whom It May Concern, I am a long-time USAA customer who has entrusted the institution with my finances for many years. I am writing to formally report a serious issue that has left me unable to access my own funds for over a month. 

Around XX/XX/2025, USAA suddenly restricted my account and informed me of a new policy requiring a state-issued ID or U.S. passport for identity verification. I was not given prior notice of this change, and no accommodation has been offered despite my urgent circumstances. 

I currently reside in Hawaii, where appointments for a state ID are severely backlogged, the earliest available appointment is more than two months away. In the meantime, I have provided multiple valid and verifiable forms of identification, including : My military ID ( a government-issued photo ID ), My Social Security card , and My birth certificate. 

Despite submitting these documents, and despite the fact that my identity was verified years ago when I opened the account, my access to funds remains blocked. USAA has no physical branches in Hawaii, so I can not verify my identity in person. 

Over the past month, my family and I have made multiple phone calls to USAA. Initially, we received no clear answers, only vague responses with no action. Later calls provided no real assistance, and I was repeatedly told that no exceptions can be made, even after I explained that I am unable to pay my rent, bills, or basic living expenses as a result. 

What makes this even more disheartening is our deep-rooted history with USAA. My father is a XXXX XXXX  XXXX veteran who proudly served over 20 years in the U.S. military. My parents and grandparents have also been loyal USAA members, making our familys total relationship with your institution over 40 years long. Never in that time have we experienced such poor treatment, lack of empathy, or absence of basic customer support. 

I am not trying to open a new account. I am trying to access my existing, verified account that has always been in good standing. The sudden enforcement of this new policy, with no grace period, accommodation, or respect for customer hardship, is causing real financial harm and emotional stress. 

I respectfully request the following : A temporary hardship exception or alternative verification process so I can access my funds. 

A clear explanation of why my previously accepted forms of identification are no longer sufficient. 

Immediate escalation to USAAs executive resolution or hardship assistance team. 

I am willing to comply with the updated policy once I am able to obtain the required ID. However, I simply can not wait two more months to access the funds I depend on to live. I am pleading with USAA to uphold the values it claims to honor loyalty, service, and support for military families, and help me through this situation. 

Due to the severity of this experience, and the lack of compassion and resolution shown throughout this process, my parents, grandparents, and I are now seriously considering moving all of our accounts to a new financial institution. After more than 40 years of loyal membership, this is not a decision we take lightly, but we feel that USAA has failed to honor its commitment to the people it was created to serve.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation