Consumer complaint received 2017-06-22
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX/XXXX/XXXX two electronic transfers initiated from my business checking account both in the amount of {$100.00}, with XXXX XXXX XXXX into a joint checking account at USAA. Unfortunately the transfers were returned by XXXX XXXX XXXXXXXX in error ( there were ample funds in the account at the time of the transfer ). The error was acknowledged by XXXX on XXXX/XXXX/XXXX, and all fees charged in error were reversed that same day. As a result of the above, our five accounts at USAA were placed on a punitive restriction disabling our ability to transfer funds into any of our accounts, or deposit any checks without a lengthy hold. The next day ( XXXX/XXXX/XXXX ) I contacted USAA and explained to a representative that the error had not been mine, but XXXX I did not make a note of the reps name, but was informed that if I could provide evidence that the error was not mine, USAA would be able to lift the restrictions on our accounts. The rep talked me through how I could upload a document through USAAs website, which I did. The document clearly showed the sequence of events supporting XXXX errors. The rep informed me that the USAAs system might take 24 hours to process the document, but I should call back the next day to check if had been received. I called the next day, Thursday XXXX XXXX/XXXX/XXXX ) and was informed the document had not yet been processed, but most certainly would be by the next day. On Friday XXXX/XXXX/XXXX, I called again only to be informed that the document still had not been processed. At this time, I requested to speak with a more senior person who introduced herself as a supervisor by the name of XXXX. XXXX was unable to locate the document that was sent on XXXX/XXXX/XXXX and recommended re-sending it, which I did. She waited several minutes in hope of receiving the document, but still, USAAs system had not processed it. XXXX informed me that she was sending a message to the group that deals with these situations, asking somebody to contact me directly. I asked if I could be transferred to one of these decision makers directly, but apparently it is against USAAs policy. I sent the document again three times after that conversation just to be safe, but being a Friday, it would be Monday at the earliest we might hear from anyone. On XXXX/XXXX/XXXX I called again. After a lengthy hold on the telephone during which USAAs system cut me off, and after close to 45 mins on hold, I reached another person by the name of XXXX. XXXX informed me he was an executive resolution specialist, but sadly was not able to assist me. My wife took over the conversation with XXXX who suggested as the document upload system on USAAs website appeared to be experiencing difficulties, and perhaps we could send our document via facsimile. We no longer use facsimile, but my wife drove to the nearest office facility to deliver the fax to XXXX. XXXX informed my wife that he personally would be calling back the next day. No calls were received that day or the next. I called again on XXXX/XXXX/XXXX, once again asking for some status/clarification of the situation. The rep I spoke to that day took my information and informed me my details would be forwarded to a manager who would call me within 24-48 hours. Because the weekend was approaching, I was informed this might not happen until Monday XXXX XXXX/XXXX/XXXX ). As of XXXX XXXX on Thursday XXXX/XXXX/XXXX neither my wife nor I have received any communication from USAA regarding this matter. This hardship has caused us a great deal of XXXX and inconvenience.

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