Consumer complaint received 2023-07-19
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/, I received a notification from my bank ( USAA ) that my profile had been changed. I immediately looked in my account and say that my profile was updated to XXXX. My spouse of XXXX XXXX had XXXX XXXX XXXX XXXX on the evening of XX/XX/XXXX. I was unaware and still have no idea how USAA received notification because I am the only spouse and we have XXXX children XXXX of which are adults. About 15 minutes after that profile changed I was contacted by USAA on my cell phone by a female stating she was from survivors ' benefits asking if it was a good time to talk. I said No, so she gave me a phone number of XXXX to call them. On Saturday, XX/XX/XXXX my joint card was declined at the post office. I used another form of payment and thought my card has been cancelled. When I returned to my car I pulled up the USAA app and saw a reversal " XXXX XXXX  in the amount of {$1700.00} '' leaving an available balance of {$36.00} in my joint account with last four XXXX. I looked in my other joint account and saw " XXXX XXXX XXXX XXXX {$1400.00} '' leaving an available balance of {$420.00} in account with the last four XXXX. Both of these transactions were dated Friday, XXXX XXXX XXXX I thought to myself XXXX  must have been notified of the Veteran 's XXXX but I wonder why they didn't mail me out any information to complete for the survivor 's benefits. Then today, XXXX XXXX XXXX I noticed in my joint account ( XXXX ) that there was another reversal of {$2300.00} leaving a negative balance of $ XXXX. Then in my XXXX XXXX account ending in XXXX there was a reversal labeled SSA Tres Reversal {$590.00} leaving a negative balance of over {$150.00}. 
I contacted XXXX XXXX XXXX this morning at XXXX and spoke to someone named XXXX about filing a claim for my husband 's pension. I made a comment about them being aware of my spouse 's XXXX  because of the reversal payment of {$1700.00}, to which he responded that this was the first time they received notice and it may have been the BANK who reversed the charge. He provided me with a form number so I could make a claim for the prorated amount to be returned, but in their records they had not made a claim against the amount to be returned to them. Of his retirement pension that totaled {$2300.00} approx {$310.00} would not be entitled to me. My husband 's main pension  was deposited to XXXX XXXX in the amount of {$500.00} the two USAA accounts were allotment accounts that received the {$1700.00} to the joint acct and {$100.00} to his single account. I don't know at this point if the {$100.00} was reversed by USAA to the XXXX. I contacted USAA at XXXX and spoke to XXXX XXXX who could not provide information about the reversal says that I needed to submit a XXXX XXXX by the link he sent to me because they have governing laws and need a copy of the XXXX XXXX. Next I contacted the XXXX regarding his XXXX benefits in the amount of {$1400.00} at XXXX where I was then informed that again there was no request made for the reversal, however after filing the claim I would be entitled to that payment and ANY overage would be notified to me by the XXXX to my husband 's estate. LASTLY, I contacted the SSA about the reversal and AGAIN I was informed their agency had not initiated a reversal and the amount of my husband 's XXXX check would now be divided between the XXXX  minor children, but their benefits should not have been reversed. That reversal from the bank will NOW go through their payment central and any underpayment to his dependents would then be returned to them. 
I called USAA back and was informed by agent XXXX in survivor benefits department that no recalls were received. Meaning no agency requested the funds be returned. It appeared in the system that the bank initiated the returns. XXXX XXXX XXXXXXXXXXXX XXXX XXXX  once the account has been credited the money belongs to me the joint account holder. I was advised that the bank received notification of the XXXX  by running all members social security numbers weekly. They have asked for the XXXX XXXX but I refuse to send it. Why? They have been changing profiles and withdrawing money so why not keep doing as they have without a XXXX XXXX

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