Consumer complaint received 2023-10-06
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Since XX/XX/XXXX, XXXX XXXX  as been attempting to provide USAA and then me a credit for XXXX checks they deposited mistakenly. Both checks for {$5000.00} each were deposited by XXXX XXXX when they should have been deposited by XXXX XXXX. Besides the fact that XXXXXXXX XXXX XXXX deposited a check that wasnt theirs and another ( USAA ) authorized the clearing of said check by the wrong company, USAA bank ops has done nothing with these requests. I personally didnt even know that the one received by XXXX  on XX/XX/XXXX existed until I finally called XXXX  to assist in the resolution of finding out why my mortgage company didnt receive these funds, yet they had cleared my account. 
On XX/XX/XXXX, XXXX XXXX attempted to provide USAA with the funds for the XXXX check and nothing was done with that one either. Neither of them had even been tied to my account, member number etc. anything. 
I called USAA on XX/XX/XXXX to find out how this all went down and in the span of a 2-hour phone call realized that all the above had happened. The XXXX  provided me with the attached Fax documents received by USAA that had not been worked ( I know there is a back office with XXXX access that works all income fax and mail ) to be distributed to the appropriate account ( which is stated on these documents ). This XXXX  was extremely helpful and yet still not able to resolve this issue. We did determine that USAA was supposed to contact XXXX XXXX and provide the correct ACH information to provide the credit to USAA for these funds. We ended the call with her stating she had provided this information to the appropriate team, and this should be resolved within XXXX business days. I gave it a total week ( XXXX business days ) before I called back because my funds had yet to be returned. 
When I called again on XX/XX/XXXX, I spent another XXXX hours on the line with another XXXX, who I had to tell this entire situation to all over again, she found both documents on both checks and said, well nothing had actually been done by whatever team that should have. So, at about XXXX minutes into the call, she stated that she was going to open a dispute because this is the ONLY way this will get resolved, against XXXX of the checks. That dispute closed XX/XX/2023 stating I had no recourse and needed to deal with XXXX XXXX  for this.. Incompetent is the word that comes to mind. 
I called back on XXXX  XX/XX/XXXX to see if anything had happened with the original dispute and, no nothing had been. At that point this new XXXX with all of the past information opened another dispute ( again another XXXX hours of my life on the phone with someone who couldnt do anything ). 
I then called back XXXX  XX/XX/XXXX and was at that point moved to XXXX, This XXXX XXXX, took every single note she could, put it on every piece of information for the disputes XXXX  it was assigned to and said, it takes 10 days. XXXX hours again. 
XX/XX/XXXX I get an email from Disputes stating wait for this as a result of our research funds were not received! I must reach out to XXXX XXXX  to get this resolved! ME! The Member! I didn't receive the fax, and I didn't reach out to XXXX XXXX ( because I didn't know any of this has taken place. XXXX XXXX reached out to USAA to have them debit them for the XXXX entries of {$5000.00} each. USAA has not requested these funds back, and has not done anything on my part to return these funds to me.

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