Consumer complaint received 2023-08-04
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
CFPB marked complaint # XXXX as closed based upon company 's response. USAA responded to the complaint stating in short USAA was not notified of your husbands passing until we received notice through public records on XX/XX/2023. On the same day, a condolence letter was sent along with a request for a copy of the death certificate and a signed letter of instruction. On XX/XX/2023, a debit from XXXX XXXX in the amount of {$1400.00} posted to the checking account ending in XXXX, which left an available balance of {$420.00}. There was also a debit from XXXX XXXX XXXX REVERSAL  in the amount of {$1700.00} that posted to checking account ending in XXXX, which left an available balance of {$36.00}. It is important to note the reversals were submitted by XXXX and XXXX XXXX and any concerns with the reversals would need to be addressed directly with them. On XX/XX/2023, a debit card transaction associated with checking account XXXX was attempted at the United States Postal Service but was declined due to insufficient funds as the available balance was {$36.00}. On XX/XX/2023, a debit from XXXX XXXX XXXX REVERSAL in the amount of {$2300.00} debited the checking account ending in XXXX, which left a negative balance of {$1300.00}. On the same date, a debit from XXXX XXXX XXXX REVERSAL in the amount of {$590.00} posted to Youth Spending Account ending in XXXX, which resulted in a negative balance of {$180.00}. It is important to note the reversals were submitted by XXXX XXXX and any concerns with the reversals would need to be addressed directly with them. There was activity in an individual checking account belonging to your husband ; however, we are unable to release information on the individual account until USAA receives the requested documentation. During conversations you had with USAA FSB on XX/XX/XXXX, and XX/XX/2023, you were correctly advised that USAA FSB is mandated to follow banking regulations regarding government reclamation processes and procedures. XXXX XXXX, we completed a thorough review of your accounts, and we were unable to substantiate any errors or wrongdoing. The reversals from your accounts were done by the agencies listed in each transaction. You would need to speak with the agencies involved to discuss the reclamation process and to provide you with any forms you may need to complete.

MY COMPLAINT : Since this information was provided as being accurate USAA needs to provide the documented proof of the reclamations as they have claimed in the response to have had. Fiscal Service form 133 " Notice of Reclamation '' by each agency is sent to the RFDI which is USAA requesting the funds to be returned. USAA, if acted in response to the notices should have no issue with providing documentation as a response to this complaint. However, if no reclamation was made then USAA has thus in an attempt to delay proper response has provided untruthful information. I have spoken with the agencies and also an agent of USAA on XX/XX/2023, when I was advised by all that no reclamations/recalls were on my account nor sent to USAA. 
Now, after numerous complaints to USAA and other agencies, USAA has failed to assist me in locating a " missed Deposit '' to my child 's account as of today XX/XX/XXXX. One of my children 's account was credited accurately, the other child 's account that was also reversed my USAA now all of sudden is missing a deposit. When I called today I was informed my the USAA representative " You will just have to wait ''. 
As of today, XX/XX/2023 at XXXX that child 's account funds have not been deposited. Hmmm Guess I will just have to wait. Welp I will wait for that and copies of accurate not altered " Notice of Reclamation '' forms from XXXX, SSA, and the VA.

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