Consumer complaint received 2023-02-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX, I sent in a deposit to USAA Federal Savings Bank for XXXX into my checking account ( Number XXXX ). The deposit was mailed in a USAA pre-addressed, postage-paid envelope and consisted of a deposit slip and XXXX checks : a check from XXXX XXXX XXXX XXXX XXXX amount of {$86.00} and a check from the XXXX XXXX XXXX XXXX amount of {$860.00}. When I checked my next statement it didn't match, so I went online and found out that on according to what USAA reported, on XX/XX/XXXX, USAA processed the XXXX {$86.00} check with a notation that it was deposited without a deposit slip and the did not deposit or give me credit for the {$860.00} XXXX check which they obviously received in the same envelope at the same time. ( To the extent I am able to do so later in this complaint, I will attach a copy of the deposit slip referencing both checks, as well as copies of both checks- all of which I had scanned into my computer before mailing the deposit envelope. ) I then called USAA on XX/XX/XXXX and explained what happened and that they somehow misplaced or lost the check after they received it. The person I spoke with, ( who told me her name was XXXX XXXX, said she wrote up a ticket for them to look for the lost check which she said would take XXXX to XXXX business days. She told me there was no incident number and that it would just be noted on my account. 

Notwithstanding what I had been told by the USAA representative on the XX/XX/XXXX call I heard nothing back from USAA so I called them again on XX/XX/XXXX and spoke with a USAA representative who told me her name was XXXX. I explained the situation again and the representative had me upload on to the USAA website, my copy of the deposit slip and both checks, ( which I subsequently personally confirmed was received, and presently has a notation of " routed '' but no reference to anything being done ), The representative also told me that she could find no record of the prior ticket regarding this problem, which I had been told in my prior call had been done, so she told me that she would put in a ticket and that it would take XXXX to XXXX business days to process and that USAA would respond on the USAA website in my correspondence section. 

Notwithstanding what I had been told by the second USAA representative who I spoke with on XX/XX/XXXX, I received no response to my issue and there was no response on the USAA website, so I called USAA again, for a third time on XX/XX/XXXX. The representative who I spoke with ultimately, after checking around said that a report was submitted on XX/XX/XXXX, ( which was actually the date of my second report ) and that according to them only XXXX check was processed and they wanted me to stop payment on the {$860.00} check and get it reissued. Since USAA obviously received both checks and either lost the {$860.00} check or incorrectly deposited it in someone else 's account, I told them that that was not acceptable and that they should credit my account for the {$860.00}, and if they feel it necessary, try to get the check reissued. The representative then transferred me to an XXXX Agent ( which I was told meant : " Member Resolution Team '' who'd told me his name was XXXX who also said he wanted me to stop payment on the check, ( which I had no knowledge hadn't been lost by the bank or incorrectly deposited into someone else 's account ) and I also told him no, it was the bank 's problem and he said he would submit another case for me, this time giving me a case number : # XXXX and asking me to give then XXXX hours for feedback. 

It is now 11 days later and, for the third time, I still have not received a promised response and there is also no response on the USAA website. The XXXX check represented a final dividend payment on my late wife 's stock where the transfer agent had proved to be particularly difficult and uncooperative in liquidating my late wife 's stock and sending me the final dividend check, which I finally received more than XXXX months after her death. I have no idea if USAA lost the check or deposited it in someone else 's account by mistake, in which event, even if I could get through to the XXXX transfer agent, they would then not issue a new check. This is clearly solely the bank 's problem, caused by their mistake, and they should take care of it and make me whole without me having to do anything further.

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