Consumer complaint received 2019-12-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
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:
I was informed of an IRA at USAA that was to be split in thirds. It was left to me by my uncle. I called USAA on XX/XX/XXXX and discussed this with a representative from the survivor relations department. This person informed me that my portion of the IRA would be transferred to a beneficiary IRA. The amount was {$230000.00}. I did mention that I may want to transfer the funds to another financial institution. The representative informed me that I needed to fill out an application for the IRA to be split up and that all three parties needed to submit an application before it was split up. 
I called again after doing more research to find out if the IRA had the minimum distribution taken out yet. This representative answered yes, this later was found not to be true. 
After receiving the application I called again to ask for help filling out the application. This was on or around XX/XX/XXXX. I did mention that I wanted to transfer the IRA to XXXX XXXX. This representative had only told me that the IRA would be sent in the form of a check. I assumed the check would be in some form that I could deposit with XXXX XXXX without a tax penalty. I sent the application in via mail on XX/XX/XXXX. 
The check was finally issued on XX/XX/XXXX as USAA had lost my application but found it after they were called again. I called USAA to let them know I need to transfer the money. They refused to open the account. I then began to document every conversation because of the errors that led to this outcome. 
I talked to XXXX to ask for a reissued check made out to XXXX XXXX or a letterhead stating that the check was intended as a transfer. He could not authorize anything. I refused to accept this. XXXX from USAA called on XX/XX/XXXX to explain why the account could not be reopened. I was issued a case number XXXX. I was told I would contacted in a couple of days by an advocate in the CEO department. I was never called by anyone. I had to call and I never heard the name of my advocate until my sister heard the name during one of her phone calls ( she has had the exact same issue with USAA ) I  called on XX/XX/XXXX and spoke to XXXX XXXX who transferred me to XXXX XXXX, my advocate. This was the first time I talked to my " advocate ''. 
He informed me that although my sister had received a NO regarding the transfer of the IRA he was going to go to another department. He did not believe this action was fair. He told me he would call back over the week of XXXX. He did not. I called and left a message on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I finally called USAA on the XX/XX/XXXX after leaving another message and demanded to speak to someone that could give me an answer. This process had taken a ridiculous amount of time and hours of going through the basic representatives to talk to someone who could help me with my case. 
I Finally talked to XXXX XXXX. She emailed my advocate to contact me immediately on the XX/XX/XXXX. XXXX called at XXXX on XX/XX/XXXX, almost 40 days after I asked USAA to write a new check. His answer was that USAA could not find a bank error and could therefore not reopen the account. He also added that USAA did not provide advice about the IRA and I would have had to ask for " a direct transfer '' for USAA to send me the proper form.

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