Consumer complaint received 2022-01-08
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Lost or stolen check

Complaint:
On XX/XX/XXXX, I ordered an online Teller Check ( cashier 's check ) from USAA XXXX in the amount of {$2300.00} to be mailed to property management company ( PM ) for XXXX, XXXX rent payment. USAA issued the check on XX/XX/XXXX and allegedly mailed first class by USPS to the PM. According to PM, check was never received - no way to trace. On or about XX/XX/XXXX, I called USAA to request a stop payment on the teller check. USAA stated that their policy doesn't allow for a stop payment of a teller check. Their policy is that a consumer has to wait 90 days before the bank can process a stop payment. During that 90 day period, the teller check with either be cashed or it will expire by its own terms. I periodically checked with USAA to see if check had been cashed. Each time, I was told it had not. On XX/XX/XXXX, I called USAA & was told by XXXX XXXX that check had not been cashed during the 90 day period. She stated the next step was for me to complete a " Declaration of Loss and Indemnification Agreement '' to start the reimbursement procedure & that it would take two to four business days from the date of receipt by USAA for USAA funds to be credited back into my account. XXXX XXXX immediately emailed the prefilled Declaration document to me with instructions for its return. I signed the document & faxed back to USAA. Supervisor XXXX acknowledged document is marked received on XX/XX/XXXX. On Thursday, XX/XX/XXXX, I called USAA for a status & was told by XXXX XXXX that refund could possibly be in my account some time during that day or no later than Friday, XX/XX/XXXX. Today, XX/XX/XXXX, I called USAA for a status as no funds had deposited to my account ; I spoke with Agent XXXX # 1 who pretty much gave me the run around & stated he didn't know when the funds would be deposited. Every time I have called for status, it takes representatives 15+ min to research my account 's activity from XX/XX/XXXX through XX/XX/XXXX to conclude the check is still uncashed. I asked to speak to a Supervisor & after several attempts to dissuade me, XXXX XXXX # 1 reluctantly transferred me to XXXX XXXX. XXXX XXXX was very empathetic and seemed genuinely concerned. She placed me on hold and after about 20 minutes to conduct the infamous search once again. The the call disconnected. I waited in hopes she would call me back but she did not. I called back & I spoke with XXXX XXXX who was the complete opposite of XXXX XXXX. He told me I couldn't talk to a supervisor & that there was none available & that the only thing he could do was to have one call me back. I said " no, I want to talk to one right now ''. XXXX XXXX said he was going to try to find a supervisor for me & placed me on hold. After a couple of minutes, the call went directly into a survey. I called back & spoke with XXXX # 2 & I explained how frustrated I was & he said he would transfer me to a supervisor. I then spoke with XXXX XXXX. He stated that for whatever reason there had been a glitch or something or other & they had not been able to get to my account until XX/XX/XXXX. He said he was noting everything & kept apologizing. XXXX XXXX said he was placing my paperwork at the top of the priority pile & that funds would be in my account no later than XX/XX/XXXX. As a courtesy, XXXX XXXX refunded three insufficient funds fees. 

My husband and I are XXXX & XXXX, respectively. We are on a fixed income. Tying up those funds for almost four months has set us back tremendously. We had to replace the lost check because the PM gives only a 3 day window for rent payment before they assess {$280.00} late fee in addition to commencing a $ 5/day late payment penalty. The PM has charged us {$310.00} in late fees because the rent was not paid until XXXX, XXXX. USAA has been earning interest on our {$2300.00}. I can't believe that this is fair or legal. The {$2300.00} didn't come out of USAA- we paid it. So, any interest earned is rightfully ours. The negligence in whatever happened for them to take so long to merely start looking at our issue is appalling. Payments that we have on auto deduct weren't paid due to insufficient funds & a {$29.00} fee has been charged for each returned item. USAA has collected pretty well on an error that could have been caused by them since it isn't known whether USAA ever truly mailed the check out or whether the PM lost it.

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