Consumer complaint received 2025-06-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION

Complaint narrative:
I have been a USAA member since XXXX. I retired from the XXXX in XXXX and moved to XXXX with my wife, who is XXXX. I maintained my USAA membership. In XXXX, out of frustration with another bank, I opened a checking account with USAA with a small monthly transfer of {$300.00}. As a military-friendly bank, USAA doesn't charge ( or refunds ) overseas ATM fees so I decided to have my VA XXXX deposited into my USAA account XXXX XX/XX/XXXX. At the same time, I started the arduous task of adding my wife to the account so she could get a debit card. In this same time frame, I needed a new debit card ( which was mismanaged ). They sent the card via regular post and it got 'lost ' in the mail. I ordered a new one and they expedited it ( thankfully ). It arrived and I could access my money. USAA demands that you upload all documentation through their online App ; which I did... twice. The documents are tagged as 'routed ' but they never reach the intended team ( XXXX XXXX XXXX?? ). I keep getting online documents stating that I need to submit 'proof of identification ' even after I speak with representatives and the escalation team. The documents are simply 'lost ' and NO ONE can seem to find them. I spoke to a representative on XXXX XX/XX/XXXX and while on the call, I uploaded ALL the required information. They told me to call back in 24 hrs and the documents should be visible. On XXXX XX/XX/XXXX, out of nowhere, USAA called my wife asking for the same documentation. On top of all of this, I get letters in the mail ... in XXXX .. that are outdated by the time they reach me. I called back on XXXX XX/XX/XXXX, after XXXX hrs ... as advised, and the representative still couldn't see that I submitted anything. No record of it even being submitted. I can see it in my account but they can't see anything. Whatever system they use is useless. I work for a XXXX XXXX and we would lose clients over mismanagement like this. So, after two months of dealing with trying to add my wife, my account has been 'Restricted ' which means I have XXXX access to my money! No one informed me that my account was restricted or that it could be restricted. I noticed that it was restricted on the call today with the escalation team ( who are useless ). To further prove how useless the escalation team is, there is no one above them you can speak with. No supervisor. No manager. They can't contact anyone who can unrestrict my account. So, now I'm stuck with no access to my checking account. This is unacceptable treatment of a customer. This is despicable treatment of a XXXX Vet. The representatives at every level just talk in circles; repeating the same information over and over again stating that they've done all they can do ... which is nothing. They put you on hold for 5-10 mins at a time to come back and tell you nothing useful. Their advice to fix the issue and speed things up? FAX THE DOCUMENTS! It's XXXX.

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