Consumer complaint received 2020-02-26
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Three different times starting Sat. XX/XX/XXXX, I attempted to call USAA Federal Savings Bank based out of XXXX XXXX, TX to resolve a matter that they notified be about via the U.S. Postal Service. The letter that they sent is dated XX/XX/XXXX, yet I did not receive the letter in the mail until almost 3 weeks after this date. In the Reference line of the letter it reads " Notice of Unclaimed Property. '' In the  body of the letter it reads that I have until XX/XX/XXXX to respond to the notice. It specifically states, " If you don't contact USAA by XX/XX/XXXX, your funds will be escheated to the state as unclaimed property. '' The unclaimed property to which they are referring is a monetary amount of {$25.00} that is sitting in a bank account that has not been active since XX/XX/XXXX. The other two times that I tried to reach both USAA Representatives and Supervisors via phone was on the morning of Monday, XX/XX/XXXX. The representatives that I spoke with barely knew what they were doing, when I finally was connected to a Supervisor per my request, the call got cut off after only about 25 seconds into the conversation. When I called back, I had to wait even longer than what I did the first time for the phone operator to try to connect me with a Supervisor yet again, and after they still were not able to reach a supervisor, I told them to forget about it because I'm just going to file a formal complaint against all of USAA with the Federal Government. USAA 's lack of experience and inadequate technological communications is rather troublesome. During that same time on XX/XX/XXXX, I was at XXXX XXXX # XXXX in XXXX XXXX, PA attempting to fax all of the required documentation to them via the only fax number that they provided me in their letter. When it failed to go through the first time, that's when I had to call them to try to find out what was going on. After spending exactly 19 minutes on the phone the first time and getting cut off, that's when I called again, and after spending another 24 minutes on the phone and still getting nowhere ( while still at this XXXX XXXX   ), I decided that I was just going to file a formal complaint. However, before I left the XXXX XXXX, I decided to try to fax all the documents again ( which cost me another {$3.00} ) and finally, the fax went through. It is now Wednesday, XX/XX/XXXX and I have been checking my current bank account with XXXX XXXX XXXX XXXX   literally every hour on the hour, and still USAA has not wire transferred the {$25.00} from my former Savings Account with them to my current Checking Account with XXXX XXXX XXXX XXXX even though I also included a voided check from my current checking account along with all other pertinent & detailed information. I find it very hard to believe that it takes ANY bank over 48 hours to conduct a simple wire transfer of funds that only total {$25.00}. They haven't even attempted to contact me via my cell phone # that I provided on the cover sheet of the fax that I sent them.

Company response to consumer: Closed with explanation