My remote diagnosis…full disclosure, I retired from USAA after retiring from my Navy career.
If someone is not yet in the DMDS military database, that can trigger the shutout. USAA is a chartered association that offers membership and financial services. Initial membership has to be for AD, Guard, Reserve or veteran. Once that is established, spouse and children can become members and start the legacy membership chain. There are USAA members today who are members because of a great grandfather who served after 1922, when they were founded. To preserve the charter compliance, every new member’s eligibility is checked. I used to know all the numbers to call, but with COVID and the shift to remote, I think all calls go to the same place.
Much depends on what he checked as his status when he created an account online. If he checked service academy cadet but does not yet have a CAC card in hand, he will not be in DMDS.
USAA is primarily a remote, online, phone or app-based company, to better serve members all over the world all hours of the day. But - traditionally, there has been a walk-in office in both Highland Falls on Main St. and Annapolis on King George St. I believe they have just re-opened. You can drop by there the day before the report-in day and straighten things out with people accustomed to working with SA cadets. You could even drop into Annapolis if by some chance you lived close by. Similar to most financial institutions these days, there is no branch phone number available.
Another glitch might be a requirement to upload what USNA calls the “permit to report” letter; I don’t know what USMA calls it. That usually provides the basis for the override by bank staff.
Another tactic is to NOT give the account number, but wait for an “other” option. If there are verbal cues, keep saying “Representative.”
They are known for their customer service, but this is a recurring bump every year, trying to ratchet the system to make an exception.
I regret I have no magic wand.