Consumer complaint received 2018-03-29
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
USAA complaint is in conjunction with the XXXX XXXX  complaint listed below. I have contacted USAA daily to get this matter resolved. The matter is now in the hands of the executive resolution at USAA who is typically at lunch when trying to get the matter fixed. In the meantime the check for {$14000.00} is sitting is a lockbox at XXXX   and it is not being corrected. I have tried calling both parties and been on the phone for over 10 hours and have a multitude of excuses and promises that this would have been resolved on XX/XX/2018. This has not been resolved and yet again this remains my problem because the bank is not providing the money via a wire or ACH directly to XXXX  to get this money paid and once and for all resolved. This has been over 3 months and continues to be a nightmare that continues to be a problem that I can not overcome as the banks have the power to do anything they want and please. ( lawyers and all the money to fight complaints ) They do not take the complaints seriously as there is no action taken beyond a call to the institution.

XXXX Original complaint The merchant bank XXXX XXXX has advised me that they have closed the complaint. I didnt get the funds and now the bank is stating that it went to XXXX   area at USAA. This was checked into by the bank which stated that they do not have the money. It is of great concern as this is for {$14000.00}. The bank stated that they provided the trace to your organization and that closes the case regardless if I get the funds.

They advised me that this is now resolved per your guidelines and that I will owe the money which I never received due to their error in processing.

This is a serious problem as I didnt get the money and they are going to hurt me and put my account in collections if I don't pay money that is due to back to me.

I was called today and last Friday and the call today was much more aggressive stating that this is now my problem to resolve as it is out of their hands. This is not fair or honest as it was not my error it was theirs. I am reaching out to request that this be reopened and to please have a response that shows that the money was refunded or at least found.

The company stated that the CSFB has no authority to help me the consumer in this matter. I find this not only a problem but a lie based on what it states that the agency does. How can you bill someone money that is not owed? I want to file this as fraudulent or stolen money or possibly money laundering of the institution as they are not helping me.

I look forward to your help. The person who called me is at XXXX XXXX XXXX. They were not only rude but downright demeaning when I asked for this to be corrected.

The {$65.00} dollars was located but the larger transaction is lost! How can this be a issue that is my problem?

The line all of the sudden hung up on me and I am now left at the same spot where I asked for help.

Please help me. XXXX XXXX

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