Consumer complaint received 2023-08-22
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX XXXXXXXX  my employer gave me my paycheck for the total of XXXX I like I have dozen times before mobile deposited on the USAA app. Due to an oversight with my payroll department the check was returned due to positive pay was not initiated on my employers end. Slight oversight, but I get it. This oversight did cause my USAA checking account be overdrawn. My employer cut me a second check to deposit on XXXX XXXXXXXX  for XXXX, I deposited the XXXX into my USAA savings account with the intention to pay some behind on bills that I had due to the overdrawn account, and then take the overdrawn amount transfer it back into my checking account to get that back in good standing. USAA proceeds to place a hold a 90 % hold on the XXXX and the hold release date was XXXX XXXX. Starting on XXXX XXXXXXXX  the harassing debt collection phone calls started. I spoke to no less than 5 people at USAA telling them once the money clears their hold that I will transfer the funds to make the overdrawn account whole. 4 other phone calls I explained that same scenario to them. Phone calls averaged about every 48 hours. I wake up the morning of XXXX XXXXXXXX  try to login to my USAA app and they locked and froze my accounts. I called the morning of the XXXX 9 times got connected to someone who would transfer me to the right department. 9 times I was transferred to a department that was closed and wouldn't be opening for hours. Why would you transfer me to a closed department? I spoke with a woman on Friday the XXXX at XXXX who asked why my deposit was not the usual XXXX and only XXXX I don't feel I should have to explain to anyone about my pay checks totals. She then proceeds to change my pin number and lift the freeze on my account. After a 40 minute conversation with this woman, she then proceeds to ask, how I plan on bringing the account back in good standing. Did you not just here what I said for the past 40 minutes?? She then " puts '' notes in the system saying that on Tuesday the XXXX when the hold is lifted that I would make the transfers and everything would be okay. On the morning of the XXXX of XXXX, XXXX  I receive an email from Usaa saying that the funds that were on hold were now released. I check my accounts at that time and the hold is still in place. I then call USAA, AGAIN, and the person informs me that the original hold that was scheduled to be lifted on the XXXX, now has been extended to the XXXX. I at this point talk to my employer and they print me off the transaction showing from their bank that USAA received the funds from my employers account on the XXXX of XXXX. I then call USAA stating why if you already have the funds, are you still holding the funds? USAA stated that the hold was still on the account because there is a chance that the check would be returned. I asked if you already have the money from my employers account how is the check going to bounce? I asked 3 different times for the hold to be lifted so I can pay bills, get my account back in good standing, and feed my family. USAA denied this request and basically said sorry nothing we can do. IF you already have the money and you know the check is good, why the hold? why the hold extension? If this is happening to me, I know I can't be the only one this is happening to.

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