Consumer complaint received 2022-12-22
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Saturday XXXX I attempted to use my debit card from USAA bank out of town and it was declined. Thinking it was a travel alert I had missed, I logged into my USAA banking app and contacted support via chat. I was told my account had been closed and told to call their XXXX number. I called the number and was told my accounts were closed and I would receive my funds via cashiers checks. I was stunned and asked why and how this could happen. They said we gave you 30 days notice which is not true. While I was on hold waiting to talk to them, I had gone over all documents in my inbox/docs, which is how I receive ALL communication from USAA. When I said this wasnt true, they said oh, we mailed it which is also not true, I havent received a paper anything from them in many years. They would not tell me why the accounts were closed and would give me no other info, despite trying to escalate up the chain. Eventually the call dropped while being transferred. This happened over and over that day.

I had 3 accounts with money in them : a checking and two savings accounts. I also have both car and renters insurance through them, and am unsure of the status of those products at this time. The amount in savings account was $ XXXX total and the checking balance was approx. $ XXXX I then opened a XXXX XXXX account online. I received XXXX cashiers checks from USAA, XXXX from each savings account on Tuesday XXXX. XXXX check for XXXX and XXXX for XXXX. I immediately took them to deposit at my local XXXX branch. I met with the personal banker, as they were large checks, needed to be approved and verify my identity. I verified my identity in person with them using DL and passport and all seemed fine. I was told a small amount of funds would be available the next day, and the remainder after XXXX days, which is normal procedure. 

The next day, I received an email and notice in the XXXX banking app that my account had been frozen due to the checks being suspected of being counterfeit. During their normal bank-to-bank verification process, both USAA and XXXX told XXXX the XXXX were counterfeit! I called the XXXX banker I had met with and he said he would look into it. Later he called me back and told me I just needed to get XXXX documents in order for XXXX to verify the checks. He said XXXX did some research and checked me out, and they could not find any reason something like this happened to me, and they've never seen anything like it. 

The documents I need XXXX ) Proof of issuance from USAA. This must include the check number, amount, payee, their contact info, and MUST be notarized by USAA. I need this document for both checks. 
XXXX ) Proof of payment from XXXX XXXX XXXX ( the banks bank in this case ). This must include the check number, amount, maker of the check ( USAA ), date the check cleared, their contact info, and the case number. I need this document for both checks. 

I called USAA and attempted to obtain these documents. The proof of issuance already basically exists, though not with that header, as that info is in the letter they sent with my actual paper checks. This letter is also inside a PDF file in my banking app, which I have downloaded and also shared with XXXX. I explained to them all I need is this document notarized. I was told this can not be done, that they have never heard of anyone ask for such documents, they do not and can not provide these documents, and they can not help me. I spent hours trying to find someone to help and had no luck. After many hours on the phone, I asked if they could just recall the cashiers checks then reissue them, and was told no. They said XXXX has your money now. You are no longer our customer and that was that. 

I encountered the same at XXXX. They basically said youre not even our customer we cant help you. 

In the interim, Ive received a third cashiers check from the closure of my checking account. I have NOT attempted to deposit this check, as Im afraid it will ruin yet another account Ive had to open. On the advice of my attorney, I visited a XXXX bank and attempted to cash the check ( was told its not possible to cash a check for over {$2500.00} unless I have an account with them ) and I spoke with the bank XXXX there to see if he could help. He called XXXX back office, and was stonewalled, same as Ive been this entire time. They told him they can only release information on this matter to the maker of the check ( USAA ). My attorney and I called USAA together on XX/XX/19 in an attempt to obtain the required documents from USAA to clear the checks, and we were again stonewalled. When my attorney asked for the number for their legal department, they told us there was no such number and no one would be able to help us. 

SO, USAA closed my accounts without warning, then sent me cashiers checks. When I attempted to deposit the checks, USAA told XXXX XXXX the checks were counterfeit, effectively barring me from accessing my money.

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