Consumer complaint received 2025-01-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD

Complaint narrative:
Complaint : USAA blocked my account approximately XXXX times in the past decade, with the most recent block starting on XX/XX/year>. I am concerned about the possibility of discriminatory conduct toward me by USAA regarding blocking my account. 
I am also concerned about an environmental impact of USAA 's reliance on online-only access to account statements during blocks. This practice may cause USAA members to opt to receive paper mailings to avoid being left XXXX to their account balances when blocked, undermining efforts to reduce waste and conserve resources. 
It appears that USAA is currently denying me the ability to make online or telephone adjustments to my accounts, such as to pay bills or make changes to my auto insurance plan, while holding me fully responsible for ordinary obligations like paying my bills, as though I had access to these rights. 
While attempting to work with USAA, I've been hung up on XXXX times, each time without receiving a response to a simple yes-or-no question. Additionally, despite informing USAA for months, or even years, that the telephone number on file is a landline and can not receive texts, they continue using this as a barrier to account access. 

History : XXXX. On XX/XX/year> at XXXX XXXX, I received an email titled " USAA Detected Suspicious Activity '' that instructed me to call USAA promptly. 
XXXX. During XXXX of the calls that I made on XX/XX/year>, I was informed that management would contact me within XXXX hours. However, I did not receive any such follow-up call. 
XXXX. In a subsequent call, the representative hung up on me around the time I asked something like whether he was refusing to tell me whether he would notify management to contact me. 
XXXX. I called back, complained about being hung up on without receiving a response to my question, and asked the representative about having management contact me. He responded that there was no way to make such a request. 
XXXX. XXXX days later, on XX/XX/year>, I noticed an email received at XXXX XXXX  titled " USAA XXXX XXXX Payment Scheduled ''. 
XXXX. At approximately XXXX XXXX, I called USAA and was connected to a representative who claimed to be in the banking department. 
XXXX. I answered the security questions, and she asked about texting me a code. I explained, as I have informed numerous USAA representatives in the past, that the phone number on file is a landline and can not receive texts. She then stated that she was unable to access my account. 
XXXX. I asked something like whether she could provide me with contact info for USAA management. She inquired about which department, and I explained that before pursuing any legal measures, I wanted to give USAA, a company I value, a chance to work with me. She placed me on hold, leaving me waiting for an extended period. 
XXXX. After returning to the line, she spoke at length without giving me a fair opportunity to voice myself. After waiting an appropriate amount of time, I asked if she understood my request. She did not respond and quickly disconnected the call. 
XXXX. I called back and understood that I was connected to the credit card department. I complained about being disconnected without receiving a response after being placed on hold for an extended period and then spoken to at length. 
XXXX. She indicated that USAA might not have a way to identify which representative had disconnected the previous call without responding. I suggested that USAA should improve its system to track representatives based on the caller 's phone number. She mentioned though that both of today 's calls were recorded, meaning USAA might be able to review them. 
XXXX. Unlike the previous representative, she provided me with a XXXX address to contact USAA. However, she seemed to believe that a message sent to this address might not be helpful unless it included a copy of a government identification. 
XXXX. XX/XX/year> : At about XXXX XXXX, I contacted a representative who claimed to be part of the credit card department. 
XXXX. I wanted to be sent paper copies of what I owe sent to my XXXX address because my account was blocked, but she mentioned a verification process. 
XXXX. I told her that USAA has blocked my account about XXXX to XXXX times. I mentioned the idea of a contractual arrangement for compensation for my verification effort. She dismissed the idea, stating that USAA wouldn't compensate. 
XXXX. I asked if she worked contracts, she said she didn't, and I wanted to know how she would know that USAA wouldn't compensate. She dismissed my concerns, claimed the call was unproductive, and seemed ready to disconnect. 
XXXX. I asked if she was about to become the third representative to hang up on me. After saying what she wanted, she disconnected, leaving me with hold music for an extended time before the line suddenly went dead. This made her the third USAA representative to hang up on me ( out of about XXXX ) since my USAA account was blocked on XX/XX/year>.

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