Consumer complaint received 2020-05-19
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
XX/XX/XXXX, deposited onus check from my mother in law to purchase a travel trailer. XXXX made available, XXXX withheld. Talked with chat, asked to release hold as mother in law banks with USAA, can verify issuance and USAA can verify availability. Agent refused, said hold is to protect USAA from itself. 
XX/XX/XXXX, transferred XXXX from my savings to checking to cover cost of travel trailer $ XXXX. 
XX/XX/XXXX, called XXXX AZ time, spoke with female, asked options to transfer funds to another member. She informed me they could do real-time transfer, no restrictions, put me on hold to confirm no limit cap. Advised ok to proceed. To avoid a scam, we didn't want to do the transfer until we were in person, so we opted to call back. 
XX/XX/XXXX, called XXXX AZ time, spoke with female who couldn't do transfer as she doesn't have resources. She cold transferred me to the executive resolution team. the gentleman seemed caught off guard, asked some questions as to why I deposited a large check. I told him we were purchasing a travel trailer, told to call back to do XXXX transfer. gentleman said he cant do it - I asked to escalate, he offered callback, I demanded a supervisor, he declined. I was told a suspicious deposit needs 5 days to clear. I said suspicious deposit, you released XXXX, I moved XXXX AND I was told there would be no issues doing over the XXXX limit, getting an exception. I also cited the website that said for over XXXX, call. The gentleman refused to transfer my money. Finally I transferred XXXX, my husband called on another line and they approved a XXXX transfer. 
In summary, there are inconsistent expectations and policies being cite. Consumers are being asked to jump through hoops and no exceptions can be made. I offered to have my mother in law verify the activity, confirm funds, speak with this as she was at my house. I reiterated there is no hold on the XXXX and I have an available balance of XXXX, so I'm confused why a transaction from one USAA member to another can not be done. Apparently it can if you make multiple calls. I work for a major bank, handing escalated complaints, involving CFPB. The course of actions taken, promises made, and the ultimately resolution should all be reviewed. My husband and I did everything we could to make a safe and sound purchase. I was advised that the check I deposited the night before could not be viewed, that all checks are treated the same. Seems like a system limitation as remote deposit should be able to make images available within 1 day and that onus checks should not receive a hold - at the very least, if a hold is required, a verification of funds and/issuance could have occurred. It concerns me that when I needed my bank the most, they set false expectations, made me as the consumer jump through hoops and even encouraged floating money between accounts to get around their XXXX cap on the transfer. Also, when attempting to escalate, I was told I couldn't and no one was available. USAA reps put me in a vulnerable situation where I was trying to be proactive to avoid being scammed and to clear the funds.

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