Consumer complaint received 2016-05-15
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
Your Information Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX . XXXX, XXXX XXXX Country : United States Email Address : XXXXXXXXXXXX Phone Number : XXXX Alternate Phone : XXXX Contact Preference : EMail Institution Information Institution Name : USAA Account/Product Type : Checking Account Address : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Country : United States Email Address : XXXXXXXXXXXX Phone Number : XXXX Institution Information : Complaint USAA has placed a CREDIT ONLY HOLD on my account since XX/XX/XXXX without explanation or correspondence of any kind, and after 5 phone call attempts on XX/XX/XXXX attempting to resolve and requesting why, every single representative refused to provide any information or advise why the account was on hold, other than to say the account hold should release on XX/XX/XXXX. Not released as of XXXX XXXX/XXXX/2016 Consumer Complaint Confirmation | Federal Reserve Consumer Help XXXX XX/XX/XXXX and called again today XX/XX/XXXX to request my account be closed since my XXXX direct deposits made on XX/XX/XXXX are still in a hold status and the representative said that due to the hold on the account they could not close my account and that I would have to call back in a week or so. Below please find my email I submitted yesterday XX/XX/XXXX : EMAIL SUBMITTED ON XX/XX/XXXX VIA ONLINE PORTAL TO CUSTOMER SERVICE : XXXX/XXXX/16 To Whom It May Concern, Received XXXX Direct Deposits on XX/XX/XXXX. Funds not available for withdrawal. Called and explained problem and was told " It appears USAA is exercising their right to no longer do business with you '' but could not provide a reason why other than to say its on a CREDIT ONLY HOLD pending account review. Transferred me to dept handling this and they also would not provide an answer, transfer me to a supervisor or offer to find out what is occurring and why I can not access my money other than the account is under review. I called back again, same run around. You have {$120.00} of my money held, without cause, or explanation. We carry numerous lines of Insurance in addition to our banking. I dont care why your analyst ( that can not be reached according to your XXXX. XXXX, that provides no customer service. ) placed our account on hold. I want a call back with an explanation, apology and release of our funds and position our account back in good standing ( given we have XXXX direct deposits actively depositing, not for you to hold ) within the next 24 Hours or I will close our accounts and cancel all lines of insurance tomorrow XX/XX/XXXX at XXXX PST. While I appreciate what your C/S agent informed me of, but actually in retrospect, I think we 'll exercise our right to not do business with USAA. I am a protected wartime veteran and am extremely concerned at the lack of service, resolution or customer concern. Look forward to speaking with you or shifting all our lines of coverage and finances elsewhere and will pursue higher levels of grievance and complaint. 
The lack of communication, understanding or support in the matter is unacceptable and shocking coming from USAA. Let me/us know if you still wish to have our business. Did I mention we are pursuing a $ XXXX house that we will be seeking VA Financing on and had HOPED to work with USAA on it. According to what I 've been told, USAA does not want my money or business. Appreciate your final determination ASAP. XXXX XXXX XXXX How can your complaint be satisfactorily addressed? 
I want a full documented explanation as to why my funds were held, the cause and my funds immediately released.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief