Consumer complaint received 2016-07-27
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
XXXX XXXX my rent check was rejected by USAA and returned to my landlord as an NSF. I first realized this had happened when i checked my account in the morning ( like i do every morning ) I noticed i had a NSF check fee on my account. I immediately called usaa to see what happened because there was plenty of money in my account to cover this XXXX and only check I have written. Representative tells me she could not figure it out and refunded my NSF fee of XXXX back to my account and to advise my landlord to re submit the check, if needed she will submit a letter to my landlord if needed to avoid any fees i may accure from my landlord. I called landlord and he tells me that he does not see that the check was returned and that it looks to him that it was paid I then tell him that it was not and that the money is in my account. Landlord then tells me that he will look further into this matter and get back with me. 1 week later I called landlord for they did not call me back and he tells me that I have a XXXX balance on my account and on their end it shows XX/XX/XXXX rent was paid. So I held onto the rent money for I knew later on they would ask for it. This same situation again happens the following month in XXXX XXXX and I followed the same steps as above and was told the same thing from both my landlord and usaa. usaa returned my NSF fees XX/XX/XXXX as well. Now we are in XXXX XXXX and then again the same situation happened and i follow the same steps as above and was returned the NSF fee of XXXX from usaa and was informed by usaa rep at the time that she does not know why my overdraft protection did not kick in on time she saw there was plenty of money on my usaa credit card ( set up for overdraft protection ) and she sees that it placed a XXXX $ advance into my account to cover the rent check but does not know why it returned the check anyways. She said she was baffled and could not understand it and that this certainly was a glitch in the system. So i notify my landlord and he said that he will look into it and see if they received notification that the check was returned. The following day i receive XXXX letters from my landlord showing i have XXXX NSF checks and that i need to pay XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX rent ASAP or i will be evicted on top of the rent i must pay XXXX $ fees for each check. I notify usaa of this action for i am livid at this point for the problems they have caused me that i had no control over. I spoke with usaa and asked if they could please provide me a bank error letter of some kind for XXXX, XXXX and XXXX so that i can have my credit cleared with my landlord and the fees waived for this was not my fault. I was promised a letter and have been for 2 weeks now from usaa. I have called them twice in 2 weeks to check the status of the letter and they tell me it was declined from the back office because XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX were not bank errors and different reps tell me different stories as to why it was not a bank error. I just do n't understand how i was told it was in XX/XX/XXXX and in XX/XX/XXXX and now in XX/XX/XXXX and i also know that it was not my fault because i monitor my account daily and if it was n't a bank error then why did receive a NSF refund in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Please help me get to the bottom of this and so that this does not happen to someone else because know one should be placed in this amount of stress.

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