Consumer complaint received 2018-09-10
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
This complaint was referred from the FDIC on XXXX XX/XX/2018, where I first submitted it. I have heard nothing. This is what I sent to FDIC : USAA Federal Savings Bank, XXXX XXXX, Texas. The account was a 12 year old business account - XXXX, XXXX, a C corporation, who is the account manager for several LLCs. The bank closed my bank account by their records XXXX XX/XX/2018, unknown to me. As has been done for years, office rental funds deposited to the XXXX, XXXX account were transferred to the XXXX XXXX, XXXX account at XXXX XXXX  in XXXX XXXX Florida by electronic funds transfer in the amount of {$3700.00}, on XX/XX/2018. We do Internet banking and the funds were shown to be present at XXXX XXXX XXXX and we wrote checks on it ; now, we have generated penalties from bounced checks and there are other checks pending on auto pay that are going to continue and we have no funds to cover - or to live on for that matter ; because five days later, on XXXX XX/XX/2018, USAA Bank confiscated that deposit by what XXXX  XXXX documented a deposited item returned. At least one of these bounced checks is to our USAA credit card. Theyre not even willing to discuss forgiving that penalty even though its their fault! Nor are they willing to cover the penalties that have been generated at XXXX XXXX XXXX and other businesses. I was able to chat over two weeks ago with XXXX who was supposed to call me back a week ago last Monday, and he has still not called back to tell me what they were going to do about this problem they created by closing my account and withdrawing my money. He claims a voucher was sent to me ; well, if it was, weve not seen it and probably wont for some time if it was sent by mail to XXXX. And, that voucher is of no value here ; itll take weeks to send it back to the US for the new account established for XXXX, XXXX. Yesterday, I spent over two hours on the phone at my expense from XXXX and was disconnected twice. Some of the people I spoke to today were XXXX, who either hung up on me or was disconnected from a long hold while she researched the issue. Then, XXXX? ( some were reluctant to give their names and when they did it was not clear ), XXXX, and XXXX. The latter was in the banking hierarchy. She finally hung up on me, after assuring me that USAA bank would do nothing to help with the problem they created. She did act like she was filing a complaint at my request but she never shared with me what she put in it. We are yet to find any notice that the bank account was to be closed as they claim we were notified. I just got through checking through their internet notifications ; it is not there. All I find is a statement for our bank account saying it was closed and {$5300.00}, withdrawn to a XXXX  balance ; that information was received this week. We have been paperless for several months because of our move to XXXX. It seems amazing to me that a 12-year-old bank account suddenly became unacceptable in their sight. But it occurred after three different occurrences. First I sold my Florida house which was insured by them the end of XXXX of this year, then in my move to XXXX I sold my two cars that were insured with them in early XX/XX/2018. And maybe the move to XXXX involved them with FATCA accounting. I have never dealt with any company that ever treated me in this manner. And this after 48 years as a loyal member. Something as simple as voiding the missing check and depositing the funds to my new bank account would solve the ongoing problems - at least stop the new penalties from the bounced checks. XXXX XXXX XXXX, XXXX. Please be advised that the issues described in this complaint will be shared with the financial institution or company in question for their response. 
Addendum : They closed this account with no notice to me on XXXX XXXX by their own records ; they confiscated back money that had been placed in my account and checks have been written on. Were now getting threatening letters from the Florida Department of Revenue and probably {$100.00} worth of penalties at this point for returned checks. So far, theyve refused to do anything to help me with the money that they claim was sent as a voucher but we have not received it. 
Please note ; this complaint is not against XXXX XXXX as indicated by the FDIC forward ; it is against USAA bank.

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