Consumer complaint received 2025-12-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC

Complaint narrative:
On XX/XX/year>, I attempted to log in to my USAA account profile via desktop computer because I have not been able to log in to the USAA mobile app for several days. I provided the username and password, and then the USAA website prompted me to provide two-factor authentication using the USAA Mobile App ( the app provides a 6-digit security code ). However, the Mobile App was malfunctioning and displaying a generic log-in screen that also, eventually, asked for a security code from the app ( which could not be accessed ). I spoke to four USAA customer service and member solutions team members over the phone, and each person requested and required the security code from the app. I explained that there was a system outage on their side, and the technical issues prevented me from accessing the security code. I provided my date of birth, social security number, phone number on file with my account, account PIN, email address on file with my account, and confirmed my full legal name. Still, each person insisted that -- without the code from their app -- they could take no further action in verifying my identity and helping me access my accounts to pay bills and perform other time-sensitive and critical financial operations. I requested that they email me a security code to verify my identity -- they refused. They advised that I use usaa.com/verify to submit my information ( phone number, email address, social security number, and photo of my State of CA driver 's license ) for someone on their team to call me in three business days. I explained that I am currently working outside of the country and only have access to XXXX for calls ; I will not receive any calls at the number on my account. I requested an email address to contact ; they refused to provide one. The XXXX XXXX employee said that she understood " the process might not be a viable option for [ me ], but this is policy '' and they can not provide any workarounds or accommodations to assist me with accessing the funds in my account. 

On XX/XX/year>, I tried, again, log on via desktop computer. Now, there's a link called " I need more options '' below the " Use my USAA Mobile App '' for the security code. However, when I selected " I need more options '', the next screen offers " Use my USAA Mobile App '' and a link called " I need help logging on. '' When I selected " I need help logging on '', the screen changed and prompted me to call USAA. And so, the asinine loop with the mobile app security code requirement continues.

Please see the documented phone calls below which took place over two hours on XX/XX/year> : Phone Call 1 : I spoke with a customer service rep ( CSR ) who advised me to submit my information at usaa.com/verify. I submitted while on the phone. After I submitted, she informed me it would be three business days before USAA attempted to contact me and that phone call is how they would do so. I asked to speak to a manager, and she said that was impossible. Note : I had already given the CSR my SSN, DOB, legal name, account PIN, and email address on file.

Phone Call 2 : I spoke with a CSR who said that there was nothing else to do other than wait for the account verification team to reach out to me. When I explained that I am unable to receive phone calls for the next month while out of the country for work, she said the account issue I described has been happening due to system issues at USAA but that there was nothing else to do. I asked to speak with a manager, and she directed me to a XXXX XXXX  colleague named " XXXX '' who doubled-down that they could not assist me without the security code provided by their app. Note : I once again gave the CSR my SSN, DOB, legal name, account PIN, and email address on file.

Phone Call 3 : I called a CSR in the Credit Card department to explain that, since I can not access my account ( due to their system outage and technical issues ) I'm unable to pay off my monthly credit card statement. I, again, gave the CSR my SSN, DOB, legal name, account PIN, and email address on file. He requested the security code from the app. I began to explain that was why I called to pay over the phone because the app is not working, and he began to talk over me and then hung up the phone.

USAA is in violation of the Truth in Savings Act ( TISA ) and the Electronic Fund Transfer Act ( EFTA ). I am unable to access my personal funds and may face penalties from lenders due to their negligence in providing more than one way to authenticate the identity of a long-time customer. I have now lost trust in USAA as a banking partner and personal financial security because they refuse to comply with legal consumer protections. It feels as if my funds are being held hostage.

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 non-monetary relief