Consumer complaint received 2024-03-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION

Complaint narrative:
On Monday, XX/XX/2024, I attempted to use XXXX in my USAA Federal Savings Bank account app ( app on my phone ). First, I got a message saying I could not transfer that much money, although the amount was not extraordinary ( XXXX $ for travel expenses- wanted to send my sister ). Suddenly, the app ceased to function. I then attempted to delete and re-install the app because sometimes, this solves such glitches. When I reinstalled the app, I logged in with my password and such, as usual, and it seemed to work at first, but then I got a message and the app ceased to function ( COMPLETELY ) : the message said that " due to a missing mobile phone number or email on file '' or something like this, that I must contact a representative at the XXXX number for assistance. I did this, but had to call back later in the day, as it was too early in the morning ( I am American, but live in XXXX and thus was calling from XXXX. ) I tried to log on to my account online on my computer and this was also impossible because it required some sort of 6-digit code that should come from the app ( on my phone- the app that did not work ). 

I attempted to explain all this to the representative I subsequently spoke with, but they were not helpful, and said that I could not speak to a manager or get any help, but that I first had to " verify '' myself. When I called on the phone, this same 6-digit code ( from the app ) ( a code I had NEVER used before with USAA or heard of before in conjunction with my USAA account ) was required in order to " verify '' myself. Since I did not have this code, the representative refused to help me and said I had to go online and verify myself by submitting the front and back of my drivers license. I did this, and then waited. I was VERY concerned at this point. 

Two days later, on XX/XX/2024, I received an email from USAA stating that a customer advocate from USAA was on my case and that they would research the issue and get back to me. There was a name signed at the bottom and an extension I could dial to reach the person. However, when I tried to call the extension, I only got an answering machine. I began to get even more concerned and frustrated. I also got an email from USAA the same day saying that my credit card bill is due, but I am unable to pay this at this time, as I do not have access to my accounts ( and USAA is in Texas, while I am in XXXX : I can not go to the bank and pay it ). I became more concerned. 

The same day, I got a phone call from USAA. The person who called said that the ID I submitted was not acceptable and that they needed my American passport. I became rather upset and asked them to please resolve this issue with my account quickly, so that I could pay my credit card bill and have this resolved before I leave for XXXX XXXX ( I am traveling to see my sister there tomorrow, Friday, XX/XX/XXXX ). The person said that I could either try to call back USAAs main number again and try to " verify '' myself through the telephone or I could submit my passport. I was very upset and the conversation ended badly, but I said I would send the passport photo as soon as I returned from work that evening. I did this, and thought this would surely solve the issue. I also called USAA again ( Wednesday XX/XX/XXXX ) and tried to " verify '' myself, but the representative said she could not do a thing for me : my account was totally blocked. She said I had to wait to hear back from the " verification '' office. 

However, this morning ( XX/XX/XXXX ) when I looked at my emails again there was a new email stating that " resubmission of government ID '' was necessary. No details of any kind were provided ( what kind of ID, etc. ). And no contact information was provided of any kind : just the main USAA phone number. I called the USAA phone number again, and the extension of that number from the previous email. I called several more times today. I left 2 messages and spoke to 2 representatives after, becoming increasingly worried and frustrated. The last representative from USAA who I spoke to today ( Thursday, XX/XX/XXXX ) said that there was nothing I could do but wait until I was contacted by the " verification '' office. None of the representatives could even transfer me to this " verification '' office. They could not help me AT ALL. 

This situation is completely unacceptable. I have been a customer with USAA for about 30 years, a good customer with funds in the bank, one who always pays her credit card bill on time. I am being treated like a criminal. The bank clearly just changed its systems, so that mobile verification codes are now utilized, which is completely normal. In XXXX, we use these mobile codes for everything : work, bank, doctor, etc. HOWEVER, USAA should have considered the fact that these systems are not international and are not transferrable overseas. My telephone, with a XXXX phone number, can not receive such codes from the U.S. When USAA decided to change its system, they should have informed me better and ahead of time. If I did not know about this change, they should have helped me to get into the new system. This is just logical and basic customer service. 

Instead, I have been locked totally out of my account. I can not pay my credit card bill that is due. I do not know what is happening with my money. I can not even talk to a representative and get assistance, and I do not know when or if they will contact ME. It seems to me that USAA Federal Savings Bank has simply stolen my money : this is about XXXX $ and is my daughters college money that she got from her grandpa ( also a long-time USAA customer XXXX. I want my money back and I want compensation. 

I hope that someone will help me soon. Thank you. 

I will not upload documents below, but I can provide the emails I have received, as well as name of one employee, if this is necessary.

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