Consumer complaint received 2018-11-30
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I overnight mailed in a {$20000.00} check to USAA on XX/XX/18 @  XXXX. 

I was not allowed to make the deposit via mobile app due to the amount, nor would they approve a one time exception when I asked, which they indicated they do in some cases. I called on this matter three times hoping for a different response, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Frustrated with the last response, I rushed the check out via XXXX ; see above details. 

The check arrived to USAA on XX/XX/18 @ XXXX, signed for by " XXXX '' at the Front Desk. 

On XX/XX/18 I realized that in my frustrated state, I mailed the check without a deposit slip or account number on the back of the check. I called USAA to advise them of such and they advised that the check would have to go through its normal process and once it was realized on their end, they would send it back. I was advised that this could take 2-3 business days When the check did not come back in that time, I called back, and was given yet another count of days. When the check did not come back, I called back again, and was again given another count of days. I do not recall the dates of the two aforementioned calls. 

Finally calling in on XX/XX/XXXX, I was able to speak to someone who was able to advise that there were notes on my calls and so then I had to reiterate my story yet again. I provided this courteous agent with my tracking information. She diligently searched and advised that she would also open a " Work Item '' for research, again, I was given another set of days of when this would be completed. 

When I called back, the research had not been completed and was advised it was due to the XXXX 's Day Holiday. I was then given another set of days I called back sometime the week of XX/XX/XXXX and was told my check had been found and that I could expect it in 7-10 business days. 

I am returning this week ( yesterday XX/XX/XXXX ) from XXXX Holiday and vacation, because again I have not been contacted and no check has been received. 

I am AT THIS MOMENT ON THE LINE WITH USAA. I have been advised that the research was closed as being completed on XX/XX/XXXX. NO ONE CONTACTED ME YET AGAIN. On this call I requested to speak to a " Manager '' because the previous person was not handling the call to my satisfaction. 

We have no discovered on this call that USAA actually mailed that check XX/XX/XXXX, the day after received it from me. So they did not locate my check! And they did not mail it to my home, they mailed it back to the XXXX XXXX that I mailed it from! I have now been on the line for 1hr 03min. 

Nothing but assumptions by agents, no documentation by agents, no contact to me by USAA ( only me to them ), falsifying research order notes in an effort to close them, failure to follow their processes of mailing items back to the account holder, and total disregard as a whole of my frustrations. 

And now to boot I am advised by XXXX that because USAA mailed this check XXXX, I have to open a research request with XXXX to investigate the matter. 

AND SO HERE I WAIT AGAIN. 

EASILY THE WORST CUSTOMER SERVICE EVER, A TOTAL LET DOWN TO A SERVICE MEMBER. 

I WOULD LIKE THIS ESCALATED TO THE CEO OF USAA. 

I WANT THE CFPB TO PUBLISH THIS COMPLAINT.

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