Consumer complaint received 2020-04-14
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have been looking for more work due to the pandemic going on. I got contacted by recruiter from XXXX  and got hired by XXXX XXXX to fill an online XXXX XXXX position they had open. They sent me a Cashiers Check so I could purchase their online software needed from a separate vendor. I deposited this check from XXXX XXXX  for {$1500.00} on XX/XX/2020 into my USAA Savings account. This deposit posted that day to my account and showed that funds were available. I transferred that amount to one of my XXXX USAA Checking accounts to send money for the Software I needed. 
I sent money thru XXXX to a XXXX XXXX twice for Software  {$500.00} and {$450.00}. 
I was not called or told anything was wrong with this transaction. I tried using my card on Saturday and it would not work. I then logged on to USAA Sunday and it showed my accounts listed as unavailable. Monday XX/XX/2020, I called USAA to see what was wrong. They have a hold on all of my accounts while they investigate the check that has not cleared yet. I tried calling the Company about the check and I can not get any response. So as of Monday XX/XX/2020, my accounts when I log in show this as their balance : USAA Savings - {$940.00} ( The XXXX that was deposited his hitting solely this account ). 
USAA Checking account Me {$300.00} This is the account that the XXXX Cashiers check was transferred to and {$950.00} had been sent already via XXXX for Software USAA checking account XXXX {$2800.00} When I called I told them I could not get ahold of anyone from the company they told me that I had probably been scammed and that they dont cover that even though they cleared the check originally. I told them I had no reason to think it hadnt cleared when funds showed as available. They then told me they would start the investigation into it but more than likely I was going to have to take the hit because even though it was fraud it wasnt fraud on the bank it was a scam and I participated in it so it didnt fall under fraud that they would cover. 

I told them I did not think that was right but I needed my accounts unfroze, so I could access my money. Then I was told that they could not allow me to access my accounts while they were investigating. I told them I thought it was illegal for them to not allow me to access my funds. I asked if I could transfer {$1100.00} from my XXXX checking account to my Savings account so it could cover the entirety of the money of the check they were investigating. That way I could have access to the remainder of the {$1700.00} left in the XXXX account, and the {$300.00} in my Me checking account. They told me NO that it was their policy they not allow me to have access to any of my money during the investigation process. 

I then got to talk to XXXX a part of the Executive Team that helps solve any of these situations. He told me the same thing. He told me it was for my protection just in case the fraudsters had gotten link to my account somehow or someway. I even asked if I could transfer money as stated earlier and then leave {$0.00} in all of my accounts besides the {$1100.00} in my USAA savings ( after transfer from XXXX checking account ) and transfer the remaining amounts to my XXXX XXXX account that is linked so transfer {$1700.00} ( of the XXXX remaining balance ) of my XXXX and {$300.00} ( of the XXXX ) of my Me Checking account for a total of {$2000.00} to my XXXX XXXX account. That money has nothing to do with the investigation of the supposed Fraudulently check I had received. He again told me that there is no way for me to access the money that was in my account and totally separate from the check in question. I even told him that my XXXX account is a totally separate account that had nothing to do with this transaction and he told me all of my accounts with USAA are grouped together to once its frozen it is Their policy to not allow access to your accounts until the investigation is over. He did tell me good news is if they have already taken check back out of your savings they are it shouldnt be too long before bank returns the check. He added take that as a grain of salt because it could take the bank as long as a month to return check. I asked if that was the case my money ( {$3100.00} if check ends up clearing, {$2000.00} After I leave ( XXXX ) in savings if it gets returned and you charge me for it instead of using Fraud Insurance as accounts sit right now ) I would not be able to access for that entire month if that was the case he then told me yes that is correct. I told him this made no sense why I cant access the money that has no tie or nothing to do with the account after I leave enough in the account the check was deposited in to cover the worst-case scenario. He told me it was company policy. 

This is the account I use for my day to day, I pay bills out of my other Bank. I told XXXX that he is telling me I cant use my money or my account to buy groceries, gas, or anything when I have over XXXX dollars that are free and clear of this check amount. He told me yes.

Company response to consumer: Closed with explanation