Credit reporting, credit repair services, or other personal consumer reports -- Problem with fraud alerts or security freezes -- Complaint #4332442

Complaint Overview

Complaint ID: 4332442

Company: United Services Automobile Association

Product: Credit reporting, credit repair services, or other personal consumer reports

Sub-Product: Credit reporting

Issue: Problem with fraud alerts or security freezes

State: Armed Forces Pacific

ZIP Code: XXXXX

Date Received: 2021-04-27T12:00:00-05:00

Date Sent to Company: 2021-04-27T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Servicemember

Consumer Narrative

I am XXXX XXXX in XXXX. I had been locked out of my account ( couldnt call to request pay, log in online, use app, request account number to pay. USAA reps couldnt verify me without using XXXXverify. I submitted my ID and call back number 8 times. No response. One representative did finally respond in email. I called and unlocked account. He said the USAA verification kept flagging my ID for fraud and thats why I wasnt getting a callback. I was then able to get my account unlocked on XXXX XXXX and immediately made a payment the same day. The representatives name was XXXX XXXX. I received another call from XXXX with USAA ext XXXX but was missed. I have submitted a dispute but I have the same call back issues. I have not received a call back to provide these additional details about the dispute, and XXXX XXXX XXXX did see that there was an continuous issue with verification and that it was taking quite some time and thats why he ultimately eventually reached out to me. My account now has a payment delinquency that I couldnt avoid due to having issues with my verification labeled as fraud when it wasnt before USAA would assist me. I have had two emails saying the called me to resolve and I attempted to call back the two representatives during the hours of Monday through Friday XXXX with no avail. Instead of continuing to try to follow up with more contact information the closed my dispute. I had always wanted to pay and have phone logs to show I have tried numerous times to take care of this issue. Not once until after I was overdue did any representative tell me to mail in a check and with that provided no additional information on who or how to send the payment. I will attach phone logs. I have XXXX missed calls, 2 that were erroneous answers to push a key to continue and one from XXXX, after I finally got access to my account. Another issue that didnt allow my ssn and credit card to match and verify my ID was since my card was cancelled it showed I no longer had any services through the bank, therefore they representatives also were unable to assist without verification through their verification program. Only until I submitted a formal complaint from XXXX XXXXhat they wanted to resolve the issue, ultimately I have received no calls to fix the issue as I had problems before. I have no issues from any of my other banks, like XXXX XXXX XXXX XXXX and XXXX for my banking needs.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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