Consumer complaint received 2017-12-20
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX I electronically transferred {$3600.00} from my USAA Savings to my USAA checking account. The same day I called USAA bank and asked them to close both accounts and deactivate the Debit Card associated with the account. They said that I could not close the accounts because there were pending transactions and in order to close the account there needs to no activity for 24 hours. 

XX/XX/XXXX I log on to my USAA account and my checking account is not visible. I called USAA to close the accounts and notify them that I could not see it online. They told me that they could see both my accounts on their end and would close both account and issue me a check for {$1000.00}. I told them that I transferred {$3600.00} to the checking account yesterday and spoke with a representative. So the total disbursement should be {$4700.00}. After calling they restored my view of my checking account. I was told the checking account does not show an electronic deposit of the {$3600.00}. After she researched my accounts she saw the transfer was made from the savings to the checking account, but it USAA never made the deposit to my account. The representative had me on hold for about 40 mins and said she would call me back. She then called back 10 minutes later to tell me the IT department is researching it and there was nothing she could do. 

I explained that the funds are protected monies from Social Security XXXX and I wanted my money. USAA can not refuse to give me my monies. I requested to speak with a supervisor. I was transferred to XXXX employee ID XXXX, who explained to me that she exhausted all resources by calling her IT department and specialists and there is nothing she can do USAA is researching how they lost my money. I asked how long would it be for USAA to figure things out, she said if I did n't hear anything in 3-5 days call them back. 

I told her that this is a USAA issue, not a costumer issue. I wanted my money and USAA Lost protected social security money and I want my money. She told me if the representative had time she would call me back that they are an inbound call center and i could call back in 3-5 days if I liked. She kept relying me that I was speaking over her and not letting her explain or finish. In fact she kept saying our IT department is looking into this and I have seen this once in the year and a half I have worked here. She kept saying she exhausted all resources. and there was nothing she could do for me. She spent the time telling me her issues as a call center vs. hearing that I wanted my funds from USAA. 

When I deposit funds to USAA, i expect to have them available to me when I want. They money is mine and USAA lost my money, refuse to restore it, and refused to even follow up with me on the status of my lost Social Security Fund. This is a USAA issue not me as a customer. So now ... what do I do ... 

I asked to speak to her supervisor, XXXX said he was not available. HIs name Is XXXX XXXX but there is nothing he can do for me either. She said she is not allowed to give me his number. She was the supervisor and that no other supervisor could do anything to restore my social security money. I again asked since you did all you can do, how long will it take for USAA to resolve the matter. She again went into she is an in bound call center and if the representative had time she may call me back. But I can call back in 3-5 days if I wanted that was all she could do for me. I asked her several times to ensure I had the summary correct and that I heard her right. She said USAA ca n't just give me {$3600.00} its not that easy. I explained to her that USAA is n't giving me anything, its my money that USAA lost. Conversation was going no where so I asked again to ensure I documented her attempts to help me. She exhausted all options by calling her help center, web support and IT experts. They will look into it and work with the representative and annotate the account. IF the rep has time she will call me. If i do n't hear anything in 3-5 days then I can call back. I asked how to I pay my bills and eat in the mean time again this is Social Security Money for a XXXX XXXX. She again repeated the aforementioned. She said she did me a favor by having the rep call me back so i would n't have to hold for an hour and 45 minutes vs the 40 mins I was already on hold. 

So now I am out my Social Security funds. No one will help me and USAA treated me like dirt. When they lost my money and refused to even call me back because the representatives are busy. So USAA does not have time for customers when USAA lost their money. This is not fair, how can a back just steal your money and say oh well call us back in 3-5 days. I should not have to wait for them to find my money. I should be able to access it whenever I want. This is a big institution who is abusing XXXX XXXX. 

Attachment 1. Transfer of {$3600.00} from account XXXX to XXXX 2. Deposit never posted to account XXXX with balance of only {$1000.00}

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation