Consumer complaint received 2024-05-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA

Complaint narrative:
I am an USAA member and have checking accounts and insurance services with them. 
Since XX/XX/2024 I am having problems when I call their XXXX number to speak directly to a live representative. 
When I enter my member number or social security number, the system says : " Sorry, that is not a recognized member number or social security number ''. 
My USAA membership is active and up-to-date and there might be a system glitch that is not being resolved despite the number of calls I have made since then. 
Since XX/XX/2024 I have called USAA numerous times about the same problem and have been treated by some representatives with little or no respect, or proper interest on my issue, and there is still no resolution on my case. 
On XX/XX/2024 a representative named XXXX from the XXXX XXXX XXXX XXXX called me stating that the USAA voice recognition issue was related to my phone number being attached to another member 's number ( my deceased mother ) and transferred me to the XXXX XXXX 
Based on my conversation with representatives from that department, that is not the issue. 
Yesterday I called USAA again and spent almost ten hours on and off the phone and spoke to several member representatives, which included XXXX in XXXX XXXX who told me that she was going to put a ticket request to the support team to resolve this issue. 
By the end of the day I was transferred to XXXX back on the XXXX XXXX XXXX, which again, that department had nothing to do with my phone log in issue, and she told me that looking on my member profile, she didn't see any ticket request put by XXXX yesterday and the only ticket she saw was dated XX/XX/2024 that was still showing as an open ticket ( by XXXX/XXXX/XXXX ). 
During all the phone call transfers, I was also connected to XXXX in XXXX XXXX and as she became frustrated with my call, she simply blocked my member online access, which created a new problem and I had to call USAA again to have my member access unblocked. I was connected to another representative named XXXX, and that process took over one hour. 
Today I am still having problems with my phone access and getting the same voice error message. 
I also had a new problem with a XXXX transfers, and when I tried to process a transfer from my USAA to my XXXX  account, the system immediately not completed my transaction and requested me to contact USAA. 
I made a transfer test in the amount of {$1.00} through XXXX from my XXXX to USAA and didn't experience any problems making the XXXX transfer from my XXXX account to USAA, so the issue was with USAA and not XXXX. 
This is a new problem that I am having with USAA. 
I have been trying unsuccessfully to resolve directly with USAA but have unable to resolve all these issues with them, so now I and requesting CFPB to assist me to request resolutions from USAA.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with non-monetary relief