Consumer complaint received 2022-11-17
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AK
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
This is a complaint about {$2000.00} that went missing from my USAA bank account on XX/XX/XXXX. USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX, claims that they sent the {$2000.00} to the XXXX  XXXXXXXX XXXX XXXX XXXX XXXX XXXX ) at XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX. XXXX claimed that the transaction was declined. I am now out {$2000.00}. I have asked both USAA an XXXX for documentation related to the transaction. I still do not have any documentation from anyone, only self-supporting affirmations. 

All times and dates are XXXX  XXXX XXXX. This statement is based on text messages, screen shots, phone logs, messages/letters receive through the USAA website or USAA app XXXX my recollection of telephone conversations, and my hand written notes. It is my understanding that USAA would have audio recordings and written notes of phone conversations. XXXX would likely have security camera footage. 

On the morning of XX/XX/XXXX I made a series of calls to USAA to arrange for a temporary transaction limit increase for my debit card so that I would be able to get about {$5000.00} that I needed for a large cash purchase. I went to several banks and ATM machines around XXXX Alaska that day in an effort to get the cash. 

At approximately XXXX XXXX  that afternoon, I went to a teller at the XXXX XXXX XXXX XXXX XXXX ( XXXX ) at XXXX XXXX XXXX, XXXX XXXX, XXXX, to make a cash advance from my USAA checking account, using my USAA debit card. I am not a customer of XXXX. The teller walked away and came back a few minutes later and said " The transaction was declined ''. I asked her " Who declined the transaction? She replied " USAA ''. At XXXX XXXX, I called USAA from inside XXXX, to find out why the transaction had been declined. This call lasted for 14 minutes. ( See Exhibit A screenshot ). 
While I was on the phone with USAA, I got the following text message from USAA : " {$2000.00} came from your account ending XXXX. Details : XXXX XXXX BRANCH. Go to usaa.com/account. Reply HELP for help ''. ( See Exhibit B screenshot ). I went back to the teller to tell her that USAA had informed me that the transaction had gone through. The teller checked again but said that it had NOT gone through. I asked the teller if she could provide me with some sort of documentation that the transaction had been declined. She refused. I asked her if I could have her name. She refused and walked away. At this point I had been at that bank for about 18 minutes. During this time I had attracted quite a bit of attention from the other employees at the bank. Unable to make any progress with either USAA or the people at XXXX, and not wanting to have the police called on me I left XXXX. Once I was back in my vehicle I called USAA again at XXXX XXXX. This call lasted for 19 minutes. ( See Exhibit A screenshot ). I asked to dispute the transaction. 
A message was sent to me through the USAA website informing me that the dispute investigation had started and a temporary credit of {$2000.00} was deposited into my account. The dispute case number was XXXX. ( See Exhibit C Dispute Letter ). The {$2000.00} debit and {$2000.00} temporary credit also appeared on my USAA Bank Account XXXX. ( See Exhibit D Bank Account Summary USAA PDF ). 

The next day, XX/XX/XXXX, my phone log shows that I made XXXX calls to USAA. XXXX was at XXXX pm for 20 minutes. ( See Exhibit E screenshot ). The second was at XXXX XXXX  for 11 minutes. The third was at XXXX XXXX  for 15 minutes. ( See Exhibit F screenshot ). I do not have an exact record of what was discussed uring each of these calls, or who I spoke to, but it was around this time frame that I spoke to someone who affirmed that " The transaction had gone through ''. I think his name was XXXX. He said to " Wait 10 business days to see the status ''. I think he also said that the investigation might take as long as 30 days, but it might have been another representative who had told me that. 

On XX/XX/XXXX, my phone log showed that I made two calls to USAA. One was at XXXX XXXX  for 32 minutes. The other call was at XXXX XXXX  and lasted for 1 hour 2 minutes. ( See Exhibit G screenshot ). I do not have a record of what was discussed or who I spoke to. I include this information so that any records of these calls can be retrieved if needed for further action. 

On XX/XX/XXXX, I called USAA at XXXX XXXX. The call lasted 40 minutes. ( See Exhibit H screenshot ) .One of the people that I spoke to was XXXX. She said that " The transaction wasn't declined. It is pending ''. I explained to her that since I wasn't a member of XXXX it would make no sense for USAA to send the money to the bank at a later date. She asked me if I wanted to dispute the transaction. Her response highlights one of the major problems that I have continually faced while trying to resolve this, and other, issues with USAA. There is no way to get ahold of anyone with prior knowledge of the issues. The entire issue must be explained all over from the beginning every time I call to speak to someone. The explanations given are often contradicted by statements made by other representatives. 

On XX/XX/XXXX. USAA sent me a message through their website. It read : Based on the information provided, weve determined an error did not occur. A through and reasonable investigation was performed. After reviewing all internal records and relevant information for the dispute, we have determined that no error occurred. The {$2000.00} temporary credit we posted to your account will be reversed on XX/XX/XXXX. ( See Exhibit I USAA Document PDF, page 3 ). The letter goes on to list the " Transaction date '' as XX/XX/XXXX. This was the day after I had attempted the transfer and the day after I had gotten the text notifying me that the {$2000.00} had left my account. The difference in time zones between Alaska and Texas would not explain this discrepancy. This was also not listed as a posting date. There may be some valid reason why USAA listed the transaction as taking place on the 4th, but I think it is more likely that the investigation was conducted in shoddy fashion or that USAA is attempting to obscure a more serious issue with their bookkeeping. 

On XX/XX/XXXX at XXXX XXXX, I called USAA. The call lasted 25 minutes. ( See Exhibit J screenshot ). I spoke to someone named XXXX? Since USAA continued to affirm that they had sent the money and didnt seem to be making any effort to help me track down the whereabouts of the {$2000.00}, my only other recourse was to try and get documentation from XXXX XXXX support their assertion that they had not received it. I asked XXXX for advice about who I could take this issue up with further. She was either unwilling or unable to offer any advice. 

On XX/XX/XXXX at XXXX am, I called the XXXX police. I ended up speaking with XXXX XXXX and explained the situation to him. I emailed him the information contained in Exhibits B, D, and I. XXXX XXXX called me later to let me know that he had gone to XXXX to look into it. ( Exhibit K screenshot ). The person who was the most qualified to recover the information was not available, but XXXX XXXX shared the information that I had provided with the operations manager who told XXXX XXXX that " No {$2000.00} transaction took place ''. 
I still have no written documentation of any kind from XXXX regarding this matter. I am not a customer of XXXX and I am in no position to compel them to provide me any. I left a message on XXXX XXXX voicemail but he has not gotten back to me. I suppose he has more important things to do than straightening out an issue that USAA or XXXX should be resolving. 
On XX/XX/XXXX at XXXX pm, I called USAA again and spoke to XXXX in an attempt to get any documentation that USAA might have that would help me in my efforts, or XXXX XXXX XXXX. ( Exhibit L screenshot ). I explained to the representative that I did not know exactly what I should ask for but I specifically asked for anything like transaction numbers that would allow someone to trace the transaction. He said that the documentation would be sent. 

On XX/XX/XXXX, six pages of documentation that USAA claims to have used to conduct their investigation into the transaction, were sent to me as a PDF. ( See Exhibit M Documentation PDF ). 
XXXX. Is a cover sheet titled UPDATE ON YOUR DEBIT CARD DISPUTE. 
XXXX. Is blank. 
XXXX. Is a letter dated XX/XX/XXXX, that reads : We received your request for the documentation used to decision ( sic ) the transaction dispute. As requested, weve attached a copy of the documentation. The only information provided on this page was the name of the bank, the erroneous transaction date of XX/XX/XXXX, and the transaction amount of {$2000.00}. 
XXXX. Is a copy of the message previously sent to me on XX/XX/XXXX, ( Exhibit C above ), informing me that the dispute investigation had started and a temporary credit of {$2000.00} was deposited. 
XXXX. Is a copy of the letter that had previously been sent to me on XX/XX/XXXX with the erroneous transaction date of XX/XX/XXXX, ( Exhibit I above ). Based on the information provided, weve determined an error did not occur. A through and reasonable investigation was performed. After reviewing all internal records and relevant information for the dispute, we have determined that no error occurred. The {$2000.00} temporary credit we posted to your account will be reversed on XX/XX/XXXX. 
XXXX. Is a duplicate copy of page 3 above.

There was no new information in any of the six pages. There was certainly nothing that could have possibly been used by USAA to conduct a through and reasonable investigation to determine if the money had ever actually been sent to XXXX as was claimed in Exhibit I. There was no information that I could have used to further XXXX XXXX investigation. There was no information that I could have provided to XXXX or the CFPB. If XXXX has simply relied on the above documents to decision ( sic ) the transaction dispute, as is claimed on page XXXX, it calls into question USAAs ability to safely handle its customers bank accounts. 

On XX/XX/XXXX USAA debited my account for the missing {$2000.00}. ( Exhibit N screenshot ). 

This missing {$2000.00} is no small matter to me. I have run into financial difficulty lately and have had to take a premature distribution from my IRA to make ends meet. Any amount taken from my IRA, including this {$2000.00}, is subject to taxes, a 10 % IRS penalty, and loss of future interest. 

I have spent a great deal of time trying to resolve this matter, including assembling everything for this complaint. This entire episode has left me with the realization that USAA may have been mismanaging my various accounts over the last 30 years. I have no practical means at this point of determining to what extent these errors have been taking place. This unsettling realization has affected my sleep over the last month and I have recently developed a nervous disorder and have been experiencing cognitive issues as a result. I am now getting medical care for these issues and have been offered several prescription medications. I hope that this issue can be resolved in a timely manner before I suffer any more damages or need to expend any more of my time doing the job that these banks are supposed to be doing.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation