Consumer complaint received 2022-11-27
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I make weekly deposits into my USAA checking account using money orders I purchase after cashing my check. I used to be able to deposit my check directly, however USAA switched up the depository agreements and now put a 7 day hold on any mobile deposits over XXXX dollars. Well on XX/XX/2022 I deposited a money order for XXXX dollars filling out the money order the same way as every other time. After depositing the funds, I immediately transferred the funds to a non-usaa account as I always do, because I don't trust USAA. I've attempted to terminate my membership numerous times, however they make it next to impossible to do so. Plus they have ruined my banking score so it's next to impossible to open a checking account with another local bank in my area. Anyways, on the evening of XX/XX/XXXX I logged in to my USAA banking app to deposit another money order. To my surprise, I notice that my checking account now has a negative balance of almost XXXX dollars. Upon further investigation, I realize that the XXXX dollar deposit that I made on the XXXX had been returned. In every deposit on USAA it shows a front and back image of the check or money order that is deposited. When I opened the deposit information for the deposit made on the XXXX, the image is replaced with a deposit adjustment notice and no pictures of the money order. At this point I immediately called USAA to figure out what is going on. The first attempt I was unsuccessful in speaking with a representative. Being an urgent matter, I turned to the chat feature on the USAA mobile app. After speaking with the agent via chat, the agent informs me that the reason that the money order was returned was because my name was not written on the front of the money order. The first problem with this is that I have never once had to write my name on any money order I have ever deposited with USAA. The second issue I had with this is that the agent on the chat said that she was unable to view the images of the money order AFTER she told me that my name was not written on the front of the money order. How did she know that my name was not written on the money order if she couldn't see the image. Which does not surprise me considering USAA customer service is notorious for lying to customers to get them off the phone. After another 30 minutes of the customer service agent doing absolutely nothing to try and help, I am told that I now have to wait until Monday to call during business hours to attempt to have this issue resolved. Well, seeing as how I already know just how difficult and unethical USAA can be towards it's members who don't earn enough income for them to be considered important members to USAA, I went and checked over my own personal records and compared them to my bank statements. In the last month I have made 5 separate deposits, each with a money order for XXXX dollars. All money orders are from the same establishment and filled out all the same exact way with NO NAME written on the money order. The first 4 deposits processed and cleared with no issue. However, the deposit on the XXXX was returned on the same day. Even more frustrating was the fact that I was never informed in any way at all that this deposit was reversed. Just to verify that I did not make some sort of mistake, I verified all of the other deposits with the deposit receipts from all of the money orders. There were no issues on my end. I have already called the XXXX number provided on the money order to verify that it was a valid money order. I have all information, documents and chat session to verify that what I have stated above to be true.

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