Consumer complaint received 2021-08-18
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
On XXXX I cashed a check from my business checking account into my USAA personal checking account. I had to pay rent so I withdrew a portion of the available funds. 

On XXXX I noticed I did not have access to my account. I called them and asked why I couldn't access my account. I was told they were waiting for my check to clear. I told them my other bank cleared the check on XXXX. The representative attempted to call the number on the check and told me they could not get through to XXXX. Since it was the weekend call back on Monday. Also told me they don't like me to me checks. I told them it was from my business account. 

XXXX I called periodically and could not get through, neither could I get through by chat. 

XX/XX/XXXX I received an email notification that the hold on my check was lifted. I immediately called to ask why my account was still locked/restricted. I was told the fraud department was deciding whether to return the check. ( even though the hold had been lifted on XXXX ) I told them if they did that wouldn't my account be negative. I was told a frontdesk ticket had be written and to call back on XXXX to hear back from them. 

XX/XX/XXXX I called back still nothing. I was told they were waiting on the fraud department. They said something about financial fraud when I told them I wrote the check from my business to my personal ( I felt this was to intimidate me ; or make me admit to illegal wrongdoing ). Another frontdesk ticket was put in and I was told to wait 3 more business days. Told they were waiting on the funds to return XX/XX/XXXX I called back they say it technically hasn't been 3 full business days because it was before XXXX and to call back tomorrow. I was also told to put more money XXXX XXXX XXXX in my account in the hopes that the hold would be lifted. The person I spoke with this day could not understand why my account was restricted if the funds were already available. 

XX/XX/XXXX I called back as requested. Got the run around again. I was told they were waiting on the funds to return again. I had heard them say this before and I asked what they meant. I was told the funds had not fully cleared, they suspect the check will return, so they are restricting my account in the event this does occur. And it could be months. Who knows. I told him if my funds had not cleared then why did they lift the hold on the remaining amount of the check. He denied and when I said I have an email with time and date the call disconnected. I called back and the last person I spoke with lied and told me she was unlocking my card. 

XX/XX/XXXX I called them again. I am fed up. They have caused my XXXX to skyrocket. They keep saying they are waiting on a check that has cleared to bounce. When I asked to explain they said someone tried to remove the full amount of the check and when I called them out on the lie the phone disconnected. I called back and said I am suing and reporting them to every alphabet agency I can think of and a financial attorney all of a sudden it's oh I see the check is from a business account, if I send in a copy of the check, transaction id, or trace number to clear up the whole issue. They all lied and said the blocked my account because XXXX told them on XXXX I did not have the funds to clear the check. However, I called them out on this lie too and told them XXXX cleared the check XXXX. I specifically remember the girl I was on the phone with that afternoon tell me she couldn't get through to XXXX mostlikely because it was XXXX outside of banking hours. I get the documents from XXXX I call back and they say they need 24-48 hrs to receive the documents I uploaded. They submitted another frontdesk ticket and I have to wait you guessed it 3 more buiness days. 

They are lying lying lying trying to cover themselves. However, I have been taking notes of all of my correspondence with them. This is the account I pay my bills from rent, lights, internet, cellphone, etc. everything. I can't pay any off these bills because they are denying me access for no good reason. They have been giving me the runaround all month. Now my tuitiion deadline is looming and I can't pay so I can register for my XXXX  semester in college. I don't know how I am going to pay my bills if they keep this up.

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