Consumer complaint received 2019-02-19
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I am a member of USAA since XX/XX/XXXX and on XX/XX/XXXX after getting my direct deposit from my employer ( XXXX XXXX ) through XXXX  XXXX XXXX, I made a transfer from my XXXX XXXX XXXX account to my USAA checking account ending on XXXX in the amount of {$1100.00} through the USAA app, Those funds were intended to make my bill payments such as car payment, XXXX, etc and keep it separated from XXXX  XXXX XXXX account with every day transactions. As soon as I finished making my transfer, I received a confirmation of the transaction from USAA indicating that only {$400.00} would be available immediately and {$700.00} would be on hold until XX/XX/XXXX. Since the XXXX was a holiday, I waited and today ( XX/XX/XXXX ) when I went to verify that hold on the {$700.00} funds had been released, the system indicated that funds would be held until XX/XX/XXXX ( 9 days ). I contacted USAA and spoke with several representatives, and my calls got disconnected several times as well. I spoke with XXXX in Executive Resolutions and before we started to discuss my situation, the call got disconnected and he never called me back, so I called USAA again and spoke with XXXX, who asked me if I liked automated services or speaking with representatives, then just stopped talking and my call went silent. I called again and spoke with XXXX who said she was in the Loans Dept and told me that she would transfer me to a supervisor but instead, transferred me to credit cards, then XXXX, who was condescending and told me that according to XXXX 's notes, I did not qualify to have the funds released. I explained to her that I didn't even have a chance to speak with XXXX because our call got disconnected and asked to speak with a member of the CEO 's team. I was then transferred to XXXX in the CEO 'S Office. I explained to him that I did not get the window with the date availability before completing my transfer through the app until after the transfer was already completed and the {$700.00} on this long hold was intended to pay my car, which is due and that situation was time sensitive. XXXX understood my situation, however, his only resolution was to create a ticket for escalation and told me that the minimum turn around is at least two days, which it would after my car payment due date. I was then transferred back to the Executive Resolutions Dept by XXXX and spoke with XXXX, which was not only condescending, but she was also unwilling to help me in any way and I felt as if I was disturbing her with my questions in attempt to get this situation straightened. With every single person that I spoke with today, I asked for a three-way call with XXXX  XXXX XXXX for verification of funds, but none of them even acknowledged my request or responded to my request. I felt disrespected by all representatives from USAA from top to bottom, given my almost 30 years membership with them. 

I got paid by XXXX XXXX on XX/XX/XXXX and would not put myself on a transfer situation that would only hold my funds for another nine days. I know I have several financial responsibilities and can not afford to have funds being held when it's already available for my use. 

I feel that USAA does not hold the same values from previous years and mislead members on trapping situations that can cause severe damage on member 's financial responsibilities.

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