Consumer complaint received 2018-01-26
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Lost or stolen check

Complaint:
SEE CFPB COMPLAINT LETTER ATTACHED FOR WORD FORMAT OF BELOW. 

USAA Bank official/teller check request form faxed to USAA on XX/XX/XXXX@XXXX pacific time. 
Check amount : {$20000.00}. 
Payable to XXXX ( XXXX XXXX XXXX XXXX ). 
Lease Acc # ( see attached ) Payoff. 
Mailing request directly to : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX NJ XXXX. 
Mailing method : EXPRESS MAIL with TRACKING. 

USAA tried to contact me to confirm check submission - No answer. 
I called USAA back on the XX/XX/XXXX to discuss why the check was not issued. 
They wanted to confirm details. All details were confirmed as correct and I expressed concern that the check had to be sent express, with full tracking and all available safety / consumer protections added. I agreed that there would be a mailing fee of {$14.00} for the Express tracking / postage. I was told that the tracking information would be sent to my email or posted to my account within one day. 

USAA says they sent the check. To date, they have not been able to provide any proof a check was even created, such as an image, check number, proof of post or postal tracking. 
In addition, USAA has acknowledged in multiple conversations since then, that USAA incorrectly issued the check and 'thinks ' they sent it standard post with absolutely no trace-ability at all. 
It was brought to my attention that the check was not received by XXXX on XX/XX/XXXX. 

XX/XX/XXXX USAA phone call ( minutes attached ) duration 101mins,18seconds. 
Summary : I was told they were not going to help until 90 days had passed. 
Spoke with Executive resolutions team member from USAA, XXXX, employee XXXX. 
Check status : un-cashed. confirmed it was sent out as standard mail incorrectly by USAA. 
Checked mailing address was correct. Was assured that the check was only cash-able by the company and non transferable. 
After being put on hold again while he spoke with colleagues, I was told my best option was to HOPE and PREY that the check arrives and USAA accepted no blame for incorrectly sending the check without tracking. Told that i would have to wait 90 days and then be able to submit a form as that's their standard procedure. 
XXXX made a conference call to XXXX XXXX XXXX XXXX XXXX. Cell XXXX. 
He told her, Due to a USAA error, the check location was untraceable and it was not my fault but they were going to do nothing to help for 90 days. 
XXXX said she would speak with her management to see what XXXX could do. 
Call end. 

XX/XX/XXXX. Phone call with XXXX XXXX ( see minutes attached ). 2 calls at XXXX for 12m,28sec and then at XXXX for 26m,31secs. 
Summary : She was pretending to be a skilled specialist manager. She turned out to be an employee of the skilled specialist team. She went through all the exact same points as the earlier call and it became clear that she was only trying to antagonize me with no offer or any type of solution being offered. 

XX/XX/XXXX 2nd call to USAA ( minutes attached ) Spoke with manager of skilled specialist team - XXXX XXXX at XXXX for 29 mins, 28 seconds.

Summary : Told of how this bank error was destroying my livelihood because of a usaa error.

Stressed to him that the check was address to a large corporate financial institution.

He put me on hold and listened to the check confirmation phone call on XX/XX/XXXX and confirmed that I did request full premium express post with tracking. 
He offered to send the indemnification form that i could fill out in 70 days. 
He said that he would be looking into the matter further and contacting me on Monday to discuss what could be done. 
As of Friday, still no call back after a dozen different requests of multiple types of communicating via phone and facebook messaging. 
He also checked the faxed check request receipt and agreed that express tracking was requested with full tracking. 

XX/XX/XXXX USAA Phone call@XXXX for 40m,23seconds. ( minutes attached ). 
XXXX ( employee XXXX from executive resolutions team (  non-manager ). 
Summary : Reviewed all previous conversations and notes. 
He Agreed that USAA was at fault the the check was missing without tracking. Said he couldn't do anything at his level. 
I restated how this bank error is destroying my life, credit and put my car up for repossession. 
They told me that a Member Advocacy Specialist had been  assigned from head office. 
They said she was involved with the CEO member relations. 
Gave contact details for Advocacy specialist : XXXX ( employee # XXXX ), phone XXXX with Extension #  XXXX. 
Transferred me - technical difficulties from USAA, back to resolutions team. 
Call ended.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with non-monetary relief