Consumer complaint received 2021-11-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I deposited a check to XXXX XXXX because the check was above the amount I am limited to deposit USAA. It was not clear to me that I could have raised the deposit limit on the Web site. Clearing the deposit by way of a XXXX disbursement. 
USAA explained that the deposit to XXXX could be cancelled and instead deposited in a USAA account. Both myself and a USAA agent spoke with a banker at XXXX. XXXX cancelled the deposit and reported that the check was fine to deposit at any financial institution. 
USAA raised my deposit limit and had me deposit this approximately {$12000.00} check at USAA. The agent had asked for copies of the check be uploaded where the check could be cleared manually then deposited and cashed the next day. 
I specifically asked that notes and instructions placed in my contact record so that any agent could follow the original contacts plan. 
The agent I spoke with found on my insisting checks could be manually cleared. She checked to find that it was in-fact possible to deposit manually and speed up the availability of the funds. 
The check was placed on a hold, a banker explained that the check was not manually deposited but deposited through the automated system and nothing could be changed to manual deposit since the check was already deposited with the unwanted and unnecessary 5 day hold. Had USAA not convinced me to deposit the check with them I would have had the funds available more quickly. 
I received a notice about 5 days later that the hold was removed and the funds were now available. I initially saw that the account reported that all my funds were available. I paid bills, USAA paid some automatic bills. USAA withdrew an amount equal to the deposit and reported that the check was returned. There is no information as to whom the checks funds were returned to. The check was reported as good by XXXX and to issue a new check was not practical and could take extra time to have an unnecessary change of checks. The issuing bank was was XXXX  XXXX XXXX. 
I have tried to contact USAA and all agents were busy. I took the option of being called when available. I did receive a call about 2 hours later. The connection was poor. The agent said my phone does not work with the callback system. She made no attempt to call back. My phone has proved itself with the call back system every time I have used it. When I called back and chose to remain on hold I waited over an hour without being connected with an agent. Online chat was off and when I finally requested to file a complaint. It rang through but no one answered. I tried a second time and was again transferred and placed on hold. As I waited a long time without help or response I searched the help system for the name of the government agency that requested the bank and what agency took formal complaints. There was no information I could find that would tell me the agency that handled complaints. Complaint to regulating body may have caused the system to show me a page where USAA took complaints. I had tried to find that information earlier but could not find it until I submitted questions asking what outside body I could complain to. 
I summarized in my complaint in their form and requested a call when the complaint was received. 
The bank is accruing penalties for me by removing money from my accounts and not calling me or texting me to inform me they removed money from my accounts. 
This has hurt me financially and my reputation. I have been locked out of third party services due to bounced checks. I do not know the extent of the damage and have been unable to reach a bank agent to stop sending out checks with insufficient funds. 
I believe USAA wanted my business I had with PenFed. I believe that agents who should have known these procedures created answers rather than getting the true knowledge needed from accurate resources. 
I am not certain that the problems are accidental and not sure I want to use this bank for more than the 35 years I have been a customer. 
I have actually spoken with supervisors to tell the about agents that in my opinion have performed with excellence so that they get special recognition. I rarely if ever have need to give bad reviews or complaints. On a rare occasion such as this I would expect to be taken seriously as I have given many compliments to businesses over the years. 
I hope that by contacting your office may get me assistance from the bank, return my money, and hopefully reassure me that the banks inappropriate behavior is accidental and not finding an employee using a customers assets personally during the extended clearing or holding times. 
Most importantly my complaint to the agency that regulates USAA will lead the bank to locate and return my money. I also hope this leads to the bank reporting their errors to clear me of the bad reputation they are continuing to build.

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