Consumer complaint received 2018-10-02
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
MY NEW COMPLAINT IS THAT USAA IS CONTINUING THEIR RETALIATORY PRACTICES AND REFUSES TO RELEASE THE BALANCE OF FUNDS HELD IN MY INVESTMENT ACCOUNT. 
XX/XX/2018, XXXX XXXX, USAA, HAS REFUSED TO RELEASE FUNDS FROM MY INVESTMENT ACCOUNT. AS DETAILED BELOW, THEIR REPRESENTATIVE CLOSED MY ACCOUNT IN RETALIATION FOR MY INITIAL COMPLAINT FILED WITH YOU, CONSUMER FINANCIAL PROTECTION BUREAU. THE ACCOUNT WAS CLOSED WITH STOCK AND FUNDS STILL IN IT ; THIS CAUSED SEVERE PROBLEMS AND DELAYS IN PROCESSING A TRADE OF THOSE STOCK. THE STOCKS WERE FINALLY SOLD ON XX/XX/2018. INSTEAD OF WIRE TRANSFERRING THE MONEY TO MY CREDIT UNION AS MY WRITTEN INSTRUCTIONS DETAILED, USAA RETAINED THE FUNDS AND PLACED THEM IN A CASH ACCOUNT WITHIN THEIR INSTITUTION. THIS HAS BEEN THEIR STANDARD PROCESS EACH TIME THAT STOCKS WERE SOLD. RECEIVING FUNDS FROM STOCK SALES AT USAA IS SYNONYMOUS TO PULLING AN IMPACTED WISDOM TOOTH!!!!! ONCE THEY HAVE POSSESSION OF YOUR FUNDS AND TRADING ITEMS, THEY ONLY CONDUCT TRANSACTIONS WHEN AND HOW THEY DESIRE ( LOST PAPERWORK, LATE TRADES, IMPROPER FEES AND TAX ASSESSMENTS ) ; BUT, AT THE OWNERS EXPENSE!!!. INSTEAD OF WIRE TRANSFERRING THE MONEY TO ME AS INSTRUCTED, USAA HAS DECIDED TO HOLD THE FUNDS WITHOUT ANY EXPLANATION OF WHY. AS OF XXXX CENTRAL STANDARD TIME, XX/XX/2018, THE FUNDS FROM THE SALE OF MY STOCKS ARE BEING HELD AND I AM BEING TOLD THAT THEY WILL NOTIFY ME OF THEIR INTENTION IN THE NEXT 2 TO 3 BUSINESS DAYS. 

To whom it may concern, This letter of response is written so that other service members and consumers do not fall prey to the incompetence of XXXX XXXX XXXX XXXX XXXX. There are a few traders who truly attempt to perform their duties in a manner that benefits the members ; unfortunately, as a whole entity, XXXX XXXX XXXX, XXXX XXXX and the administrative staff are the WORST people I have ever met!!! 
USAA 's representatives did send written correspondence to me regarding my complaint ; however, their letter did nothing to directly address or rectify the mishandling of my account. XXXX XXXX, Consumer Advocate for USAA, simply wrote a very unprofessional and retaliatory letter, dated XX/XX/2018, informing me that " XXXX XXXX XXXX had chosen to close my account and would not perform any trades, transfers, or any actions for my stock portfolio. '' I received the letter on Friday, XX/XX/2018, in which I was instructed to direct instructions for transfer of funds associated with the account. The account was listed as closed on XX/XX/2018. XXXX. XXXX 's response only solidified my assessment of XXXX XXXX XXXX ' ineptitude!!!! In order to liquidate my account, the stocks had to be sold!! She was working so hard to be rude, nasty, and uncooperative, she closed the account before I was notified, thus denying me the ability to sell the stock. 
I attempted to address her letter the day it was received ; unfortunately, no one from XXXX   XXXX XXXX knew how to process her instructions. My local credit union created a transfer request form detailing routing number and account number for deposit of the funds from my USAA account. USAA representatives could not determine if the instructions could be transferred verbally or written -- no two representatives quoted the requirements the same. Thus, I performed both actions multiple times between XX/XX/XXXX and XX/XX/2018 ( 6 facsimiles were successfully transmitted to USAA -- they went unrecorded ; and, I spent more than 3.5 hours on the telephone with representatives ). Still, XX/XX/2018, I was informed that they needed a written copy of my signature. Representatives verified my identity six ( 6 ) times by sending a text message code to my cellular device, they also repeatedly asked me identifying information to validate my identity. How responsible is that they could sell my stock after validating my identity by my voice and text messages ; but, having validated my identity, they will not release my funds to me?? Thus, once again, USAA is holding my investment funds hostage in retaliation for the filing of this complaint! XXXX   XXXX XXXX and XXXX XXXX are two of the worst companies I have ever had the opportunity to deal with. I pray this response will assist other consumers and force them to rethink using investment and insurance products offered by USAA!!!!

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