Consumer complaint received 2019-11-07
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I deposited a cashiers check and then another check which was told the dates both checks would be available. When the date came I received email notification saying the funds are now available. So I logged I. To Check the balance. Then all of a sudden my pin for my login to online bank was incorrect. I kept getting same same message so I called. Then they said the funds for the cashiers check was being returned to the issuer. For non sificiant funds. And that they could help me reset my pin. At this point I was more concerned about how my pin was changed when I did not do that. They didnt find that to be a problem so I left it alone and contacted the issuing bank. They said the cashiers check was paid and the funds have cleared. They said it was already paid out. So I called back my bank usaa to find out why they lied. And they said the funds are on hold for another 30 days. And I confronted them why they said it was being returned the first time. Then they said they had a hold on it for 30 days and then it would be returned. So I was upset that my money was floating around somewhere and no one is giving me accurate info. Then I asked about my pin and she put me on hold for a while and said its looks like it could possibly be my joint account holder changing it. But my husband has his own login to the same account and has no reason to have to use mine. But seeing how the bank would have no rights to make such a false testimony and would be at risk in doing so I had to believe their word. I started crying to the rep and said they keep telling me different things and that I was already upset about how they cant provide me valid or proper info on where or whats happening with my money and now they tell me my husband locked me out of my account. I told them that they had better be right because thats is not something that can be stated without proper validation. And I said that they have just caused me to turn around and suspect my spouse which at that point have me a complete meltdown. I hung up on them and quickly asked my husband. He said he had no idea which I believe because he never k ew my original pin to begin with he didnt even know his. But Im still locked out of my account and received a email that my pin wS changed that day but when called them due to concern they did not protect my rights. Whether it was my spouse or not he has his login and so that would still not be acceptable if he changed my info. But to lightly suggest that and causing me emotional distress and me to suspect my husband to this day because the bank still cant give me valid explanation has cause a huge trust issue between my husband and I. Because I assume the bank can not lie about that sort of stuff. I believe my husband but I cant disregard the fact of the bank stating that. A couple days after that conversation my funds become available. But have not been able to login into my account and have no knowledge of who and what changed my pin without my consent and or probable cause or notification of reasoning. The bank told me that my husband wAs the reason but Im sure he wasnt. I am worried that Im being treated very unfairly without knowing why or how And any reassurance that my rights and interest will be protected. I have been having to have my husband login under his pin since then for any account related inquires. But Im afraid the bank acted very improperly when handling and proving me account info and at the cost of my mairrage. I felt very powerless and that there wS nothing I could do about it. Please look into this. They just didnt care and kept lying to me. Changing their story. Isnt there. Law to where they have to provide me accurate info in regards to these matters and how they must handle account changes if the consumer notify a that they did not make the changes. There must be something that can be done to stop this.

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