Consumer complaint received 2020-07-22
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I bank with USAA and have since XXXX. 

On Wednesday, XX/XX/XXXX, I deposited a check for {$5000.00} from the State of Oregon, Oregon Department of Veterans ' Affairs for an education grant I received. On Friday, XX/XX/XXXX, I deposited a {$4400.00} check for a vehicle I sold to a customer of XXXX  XXXX XXXX XXXX XXXX XXXX XXXX. Just to clarify, I went to the XXXX branch with the buyer and sat through their whole loan process. XXXX took the vehicle title from me and cut me an Official check on the spot. 

I have a daily deposit limit of {$10000.00} with USAA. Everything is mobile deposit, as there are no physical branches. Funds are available immediately to be used. After depositing, I did some transferring between my USAA checking accounts to make some purchases. 

Skip ahead to Sunday, XX/XX/XXXX, my debit card declined. I go on to USAA and discover my entire account has been placed in a credit only status and both checks are on hold. Money that I had transferred to my debit card checking account, from the checking account I deposited the checks in, is now showing as a negative balance. 
I contacted USAA several times and was told the checks had been marked as fraud and expected to return, but I needed to wait the hold period to see what happens. I was told the XX/XX/XXXX check would come off hold on XXXX XXXX and the XX/XX/XXXX check would come off hold on Monday, XX/XX/XXXX. USAA said they were " unable '' to contact XXXX  to verify the {$4400.00} check, and that I could call them myself to potentially expedite the process. Also, USAA 's fraud department does not speak with customers directly. 

I called XXXX and had a customer service rep in a matter of minutes. He verified the check to me and instructed me to tell USAA to simply call the same number I did. I passed this information on to USAA, who told me it doesn't work that way, it is all handled via a computer system. 

Assuming the checks would come off hold and clear, I decided to stick out the time. Well as of today, XX/XX/XXXX, my accounts are still locked down and I have no access to my money. I called yesterday, XX/XX/XXXX, and was told one or both of the checks are still expected to be returned. They are unable to tell me the reason why or what check ( s )  are causing the issue. Because my account is marked for fraud, I would have to wait until Monday the XXXX for the checks to clear or be returned. Only then could I proceed to try and get my account unlocked ... and once I clear up any negative balances that have been created. 

So at this point, it has been 11 business days since I deposited the XX/XX/XXXX, Oregon Department of Veterans ' Affairs check. It has been 9 business days since I deposited the XXXX XXXX  XXXX XXXX XXXX check. Yet the funds are not accessible to me for use. 

I called again today XXXX XX/XX/XXXX ) and escalated to USAA 's Escalation Resolution Team. I spoke to a Senior Advisor there who informed me the whole situation seemed unusual. He could not see any issues with the checks himself, but he also did not have access to the Fraud Department 's information. He also said the funds were off hold, but the locked account is preventing me from being able to use them. The most he could do was take down a little more information on the XXXX  check ( phone number, etc ) and submit a " front door '' request to ping the Fraud Department to figure out what was going on. This process could take 1-3 days. 

So at this point, I've missed some bills, racked up late payment fees, and have been out of my account and debit card access for 11 days. I have a mortgage payment coming up, along with a plethora of other bills. 

This entire experience has been a nightmare and thus far USAA has done nothing to ensure I am taken care of. It's been drug out, no resolution, and me as the customer gets the short straw. I'm basically broke, upset, and quite frankly I feel as someone has dropped the ball.

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