Consumer complaint received 2020-05-19
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On Tuesday, XX/XX/XXXX, I discovered a " Pending '' transaction on my checking account with USAA FSB. I advised USAA FSB that this was an erroneous transaction and requested the " hold '' to be removed and the funds released to the " available funds '' category. The representative refused to assist me by telling me that I needed to call the merchant and then call USAA in a conference call. I argued with the representative on the chat and demanded that they remove the " hold '' and release my funds. The representative would not budge and did not offer any other resolution, other than to call USAA and XXXX and have a conference call about the disputed transaction. After being very stressed and upset over this, I called USAA FSB and spoke with a live person. I explained the situation and that I needed these funds released from this " Hold '' because it drained my account to XXXX. I told her about my hardships with the recent virus and was still denied a release of this " hold '' so I could access my funds today. Her resolution was to call the merchant and get them on the line so they could provide her with the hold authorization number. So, I called XXXX and spoke with a representative who provided the USAA representative with an invoice number and said that was the only number she could provide. The USAA representative told the XXXX representative that the information she provided was not the same information on their system. Again, I was denied having the " hold '' released and was told that I would have to wait for the transaction to " post '' and then dispute the transaction. Needless to say I was extremely upset and asked to speak with both, USAA and XXXX 's supervisors. The XXXX rep explained to the USAA rep that they do not have access to any other number and did not even seem to know what a hold authorization number was. At this point I told XXXX to issue me a refund, which she said they did. The XXXX rep hung up while I was waiting for the USAA Supervisor, who identified herself as XXXX of Executive Resolutions. I explained the whole scenario to her, including that I was told by two of USAA reps that I needed to get the merchant on the phone. I complied and still could not get this removed. XXXX then advised me that she could not do anything because it was too late and the erroneous payment was going to post this evening. After arguing with her that I wanted to speak with her Supervisor, she told me that there was no one above her. I did not give up and she eventually but me on a lengthy hold. Only for her to come back and ask for my phone number and that someone would contact me by the end of day today, XX/XX/XXXX. Not having these funds available to me today has caused me great stress, and receiving so much conflicting information about when my funds would be available again, and USAA 's refusal to release my funds has prompted this complaint as well as my intention to severe my 35 year relationship with USAA. I think it is horrendous that a bank can " hold '' my funds hostage even after a dispute of the transaction was relayed and communicated by their customer. 
The XXXX Consent Order issued by the Bureau of Consumer Protection on this exact issue, obviously, is not being followed by USAA. They are continuing to violate the EFTA Act and Reg E by continuing to fail to stop pre-authorized electronic fund transactions upon consumer request and proposed no resolution.

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