Consumer complaint received 2020-10-22
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Ive had an account with USAA for over two years. Within the last month and a half all three checks Ive deposited have been placed on a seven day hold. Usually my deposits have been accessible immediately. 
The first hold was placed on my deposit of {$650.00} on XX/XX/20. The second was placed on my deposit of {$670.00} on XX/XX/20. The most recent hold was placed on my deposit of {$690.00} on XX/XX/20. 
The agents at USAA were never able to give me a specific explanation as to why this keeps happening. Im also aware of their failing grade from regulators with the OCC and was not able to receive any sort of help from them despite mentioning these concerns.

During these trying times I have taken hourly and pay cuts. Its frustrating that USAA expects me to wait a full week for my funds this  frequently. With a lower income and baby to provide for, every XXXX counts and I manage my money with the expectation that I will have it within a couple of days after getting paid from my employer.

I can understand a 24-48 hour hold like every other bank in my experience, but a week long hold three times within the past 33 days seems very ridiculous to me.

My funds were released after being transferred to management  sometime after I made the deposit on XX/XX/XXXX. The first agent I spoke with said there was nothing that could be done and no one in higher power working at the time of day I called. It wasnt until after my fianc asked for more assistance that we were directed to someone of higher authority and the funds were released. 
The second time I called after XX/XX/XXXX, I was transferred to management and had the funds released to me immediately. I had to go through so much trouble but the money was there and approved. During this phone call I was never made aware of the policy that funds on hold can only be released once within a 70 day time span and was definitely not under this impression given that the funds has just been released to me twice within less than a month. 
When I called on XX/XX/XXXX the agents repeatedly used this as their defense to keep the funds withheld from me. First I was told it was a 90 day time span and then it turned into a 70 day time span so I was very flustered in what to believe or if I should believe any of it at all. 
When speaking with a representative on the XXXX, I was repeatedly ignored after expressing my concerns. When I would proceed to say hello? the rep followed with yes XXXX, I am still here to help you. 
This was very rude behavior and absolutely humiliating. Yet again it wasnt until after I had the assistance of my fianc that this representative proceeded to further help.

I feel as if Ive been discriminated based on my gender and/or age both times it took fianc to rationalize with them.

Id also like to point out that Ive always attempted to be very rational, respectful, and polite when speaking with these people so this kind of treatment was very unnecessary and demeaning.

I plan to switch banks upon the release of my money. Im filing this complaint because I believe this is happening unnecessarily to many of their customers. They are stealing from people and should be reprimanded for this theft and their treatment of customers. I hope these policies and lies do not continue to be implemented and overlooked.

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