Consumer complaint received 2015-07-21
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: ME
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
I want to bring a few concerns of mine to your attention in regards to a stop payment request I made on XXXX XXXX and XXXX to USAA. 
1. Lack of appropriate controls in place to ensure my stop payment request was placed on my checking account, costing me {$850.00} as a result,2. Working with representatives that ; a. Hung up on me when they became frustrated with my call, b. Provided me with false identification when I asked for a way to know whom I was speaking with for reference, i. I discovered this when I spoke with a manager who could not locate the agents notes or the agent when I provided the reference I was given,3. Unauthorized transactions on my account, a. I directed the last supervisor not to remove the stop payment fee as I paid for a service, to stop payment, the supervisor removed this fee specifically against my directionOn XXXX XXXX, 2015, I called USAA to request a stop on a check. I provided the representative with the check #, the name of the payee, and informed the representative of the approximate amount of {$880.00}. I told the USAA representative I was n't sure the amount was accurate. The USAA Representative informed me as long as I gave him the check # and the payee I made the check to, he would place a stop on the check. 

On XXXX XXXX, 2015, I called USAA back, to provide the exact amount of the check, which is {$850.00}. The representative informed me that it would take XXXX hours for the system to process and cancel the XXXX stop and the XXXX stop would set in. 

On XXXX XXXX, 2015 I checked my account and discovered the check had been cashed on XXXX XXXX, 2015. This was XXXX days after my last call with USAA to place a hold on the check. 

At this discovery, I called USAA and spoke with a representative who terminated the call unexpectedly. I called back and spoke with the manager and he confirmed the fault of USAA for not placing the hold on the check.. He informed that he noted my account and asked for my phone # for the Executive Resolution Team to call me in XXXX hours. 

The next day XXXX XXXX, I called USAA and spoke with the Executive Resolution Team, identified himself as XXXX. I explained my situation and XXXX was no help to resolve the mistake. XXXX stated, there is nothing he can do for me and he left me with no solution. I asked for his superior 's contact information and he said, he is the highest and gave me no information. 

XXXX said, he can credit me back the {$29.00} service and I asked him XXXX times to not credit my account. I informed him I do n't want the credit back to my account I wanted the stop payment service performed correctly. However, I checked my account the next day and discovered that XXXX disregarded my requests and still credited my account without my consent. 

This is just plain lousy customer service from USAA employees and there was nothing else I could have done to effect my goals. USAA failed and adding insult to injury refused to take any blame, responsibility or acknowledge wrongdoing beyond the failure to put in place the stop payment ( acknowledged by XXXX but denied by XXXX ).

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief