Consumer complaint received 2021-12-07
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Deposited Check XX/XX/XXXX. During initial attempt, remote deposit app gave an error and deposit was not completed, tried again later and deposit was successful. 

XX/XX/XXXX deposit was reversed and {$1600.00} was withdrawn from my account. 

Contacted USAA on XX/XX/XXXX when I saw my account was in negative and was advised check was returned for duplicate presentment. I stated I wanted to dispute this, but was informed that I could not because the check was returned and I needed to contact the issuer to find out why. 1st time I tried to open a dispute. 

Contacted USAA again on XX/XX/XXXX, and was told I needed to contact Issuing Financial Institution to see why check was returned. I wanted to open a dispute and was told it would do no good, because I was told there was nothing USAA could do, and because I deposited it twice it was my fault. 

XX/XX/XXXX, contacted issuing bank and was told to file police report and upload the report so that they may initiate an investigation; did what they asked and what USAA Customer Service Representative ( CSR ) recommended. 

XXXX XXXX I used XXXX XXXX to pay my car insurance bill on XX/XX/XXXX and received an error that the payment did not go through and to try again later, similar to the deposit. Tried again later and payment went through. When I checked my account ; however, both insurance payments had posted. ( Light Bulb came on ). 

Contacted USAA, XX/XX/XXXX and explained to CSR what had happened with XXXX XXXX and asked if I could to speak to someone in Remote Deposit to see if they could check the file to see how many times check was listed. I spoke with a gentleman and explained what was going on and what may have happened. He understood and stated it has happened before and would look. He stated the tool he uses to look at the image file would not connect, said that that was all he could do and said goodbye. I asked the CSR about opening a dispute and was told that without proof, USAA was not at fault ; nothing would come of it. 2nd time I asked to open a dispute. 

XX/XX/XXXX, contacted USAA and CSR contacted XXXX XXXX and a conference call was created. All parties, myself included, gave permission to speak to one another regarding all involved accounts. USAA CSR verified that the check was not deposited to any other financial institutions. XXXX XXXX CSR said it had not. 11 NSF Fees were credited to my main account ending in XXXX, based on the info. 

XX/XX/XXXX, the issuing bank found that the check-in-question was cashed and paid. I received a copy of the endorsed check showing that USAA had presented the check and was paid funds. Once notified that USAA had presented check twice, I contacted USAA and explained what issuing bank found and was advised to open a dispute. 

XX/XX/XXXX, called and spoke with a USAA CSR in regards to their having submitted the check-in-question twice on the same day and that they were paid for the 1st presentment, and the second presentment was the one that was actually submitted through mobile deposit successfully. I was transferred to the Executive Resolution team who assigned a Branch Manager named XXXX. He advised me to open a dispute, which I did. 

XX/XX/XXXX, I spoke with a USAA CSR again about this matter and was told that the dispute was being looked into. 

XX/XX/XXXX, I had not heard from XXXX for quite some time and contacted USAA again about this matter and the CSR transferred me to XXXX in the Executive Resolution Team, who said that the dispute was closed due to it being 60 days past/since the Account Billing Cycles end date. She also stated, You deposited it twice once at another financial institution and with USAA and this is your fault, we have the tracker ID and the check was in the National Check Database and have a good day, and hung up on me. 

XX/XX/XXXX, I called USAA and spoke with XXXX, I asked if she could give me the trace ID that XXXX did not give me. We had no issues and the call went well. 

XX/XX/XXXX, I called USAA and spoke with XXXX and asked when the billing cycle had closed. I stated that I believed it was XX/XX/XXXX but wanted to confirm it. She confirmed that it did indeed close on the XX/XX/XXXX, which put me within the 60-day window as per the Fair Credit and Reporting ACT OF 1974, resulting in the conclusion that USAA closed the dispute in error.

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