Consumer complaint received 2020-10-09
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Wrong amount charged or received

Complaint:
I requested an international wire transfer usually in US dollars by  telephone ( as I always do ) for XXXX XXXX, XXXX XXXX and XXXX US dollar ( {$4500.00} ) on XXXX XX/XX/2020 thru my bank, USAA Saving Bank. But the incorrect amount was instead transferred. XXXX XXXX, XXXX XXXX and XXXX dollars ( {$45000.00} ), an incorrect amount, in excess by by ten folds was instead transferred from my account along with the total service charged of {$45.00}. The transaction took place on a Friday afternoon ( XXXX XX/XX/2020 ) and I realized that mistake at the end of my day that same Friday, but the banks have closed. 

First thing on Monday XXXX XX/XX/2020, I reached USAA International Wire Transfer Department by telephone, reviewed the mistake and inquired about what needs to be done. I was informed that a recall of the fund is the next step along with reviewing the recorded voice communications of the transaction. I was charged the first XXXX dollars ( {$15.00} ) recall transaction fee on XXXX XX/XX/2020. I waited the ten days while was also monitoring my online account for the recalled amount of {$45000.00} to post and no avail. In the mean time my family removed the amount of {$4500.00} when their need pressed for far too long. When I contacted USAA again about fund recall process, I was informed that intermediary bank stated that less than the recalled amount was present at XXXX XXXX in XXXX and that the entire {$45000.00} must be present for the recall. 

I have since transacted an additional wired transfer of {$4500.00} which replenished the deficit in addition to funds returned to account in XXXX. USAA would charge me a second recall fee of {$15.00} on XXXX XX/XX/2020 when it insisted that a second recall request thru their intermediary bank, XXXX XXXX XXXX XXXX XXXX was required. I then waited yet again. We are now in XX/XX/2020 when I call USAA again who charged me a 3rd recall request fee of {$15.00} on XXXX XX/XX/2020. 

It should known the from the time of the second and third recall fee charges by USAA Savings Bank, more than the recall amount of funds remained available in the beneficiary 's ( my family 's ) bank account with XXXX XXXX  in XXXX. My family ( the beneficiary ) and I spoke frequently almost every other day who continue to confirm that more than {$45000.00} is available at his account at XXXX XXXX, XXXX and in US dollars. 

I called USAA again today, XXXX XX/XX/2020 who informed that my file has been closed. I have been given the case number of XXXX ( XXXX XXXX XXXX XXXX XXXX assigned case number ) and case number XXXX ( XXXX assigned case number ) by XXXX at USAA International Wire Transfer Department today. I have turned to Consumer Financial Protection Bureau for help. All I need is for USAA Savings Bank to work collaboratively with her intermediary bank, XXXX XXXX XXXX XXXX XXXX and XXXX to recall my funds sent in error. The amount of money may not mean much to USAA who has opted to closed my case file more than once. The amount of money involved in this recall is worth a lot to me, always. I worked for  every XXXX. I have been very patient and respectful with USAA. I need your help. 

Wire error involved transferring much more funds than requested. USAA assured my the a recall process would restore my funds. I have paid three separate recall service charges mandated by USAA ( {$15.00} x 3 of total {$45.00} ) and waited over a month and half to recall my funds to no avail. USAA would tell me today that my case file is once more closed for unclear reason. My funds recall case file must not be closed at USAA because further can be done to recall my funds. I can not confirm that  XXXX XXXX XXXX XXXX XXXX ( USAA 's intermediary bank ) nor XXXX ( XXXX XXXX 'XXXX  intermediary bank ) have done anything within their means to recall my {$45000.00} sitting in the beneficiary ( my family 's ) bank account in XXXX. My family confirmed to me even today by telephone that the funds are available for the recall. I need your help recovering my money which I have confirmed is still available and recallable at will.. 

USAA states that I will not be able to speak to anyone at either XXXX XXXX XXXX XXXX  nor at XXXX about my funds recall. I spoke to my family along with an XXXX XXXX  executive in XXXX who confirm that more than the recall amount of {$45000.00} remains available in the beneficiary 's bank account at XXXX XXXX  in XXXX. Could you help me to persuade USAA Savings Bank, XXXX XXXX XXXX XXXX  XXXX and XXXX XXXX  all of whom are involved in this wire transfer process to recall my funds, please?

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