Consumer complaint received 2022-10-14
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX : I sold my house and called USAA to make sure I would be able to cash a check via the mobile app. 

XX/XX/XXXX : I called USAA to have my mobile deposit limit increased for the day and deposited the check for {$74000.00} from the title company I sold my house through ( XXXX XXXX XXXX XXXX, XXXX ). At this time, {$25000.00} from the check was made available to me and the rest was on hold pending clearance. 

XX/XX/XXXX : The funds from the check cleared XXXX 's account at XXXX XXXX XXXX  and the entire amount was transferred to USAA. 

XX/XX/XXXX : I received a notice stating " A deposit was made on XX/XX/XXXX to account ending in XXXX. A hold of {$49000.00} was placed on the deposit, but those funds are now available. '' XX/XX/XXXX or XX/XX/XXXX : I transferred {$65000.00} to my USAA savings account for safe keeping. 

XX/XX/XXXX : I was locked out of my account via the mobile app and website. I called USAA and spoke with XXXX. He told me the fraud department placed a 3 day hold on my account, but my cards would still work because the money was still in my account. 

XX/XX/XXXX : My cards were being declined when I tried to make purchases, so I called USAA again and spoke with XXXX. She told me the cards won't work because of the 3 day hold which she confirmed was placed by the fraud department and said it was because the funds were pending return per the request of XXXX XXXX XXXX. 

XX/XX/XXXX : I spoke with XXXX XXXX XXXX  and XXXX XXXX XXXX XXXX, they told me the funds cleared their bank on XX/XX/XXXX and they have never requested the money back. 
I then called USAA to let them know the funds were all at USAA and the other establishment did NOT request the money back. XXXX at USAA then told me it was a 30 day hold placed by the fraud department, not 3. She then transferred me to XXXX and XXXX, both of whom told me they could not get the hold lifted. 

XX/XX/XXXX : I called the fraud department at USAA, they told me they never placed a flag or hold of any sort on my account and that I needed to speak again with the banking department. 
This time I spoke with " XXXX XXXX '' in the banking department who requested for the check cashing department to look into this in hopes of clearing it up and lifting the XXXX hold sooner. XXXX XXXX told me he would follow up with me once he heard back, he never called me. 

XX/XX/XXXX : I received a notice from USAA that my auto insurance is due soon. 

XX/XX/XXXX : I was locked out of my USAA app again with a notice saying to call them to get it unlocked. XXXX reiterated that it is a 30 day hold and said the bank can place any hold on any money at any time if they want to. XXXX also said there was a note that I was not informed of the situation XXXX XXXX said he would fill me in on. 

USAA is stating that they will release the hold on my account on XX/XX/XXXX, AFTER my rent, electric bill, cell phone bill, health insurance bill and USAA XXXX XXXX bills are all due. They have said that even after that they will make no promise to make my funds available to me because they might send it back to XXXX XXXX XXXX XXXX Bank XXXX 

This money is mine, USAA has it, the other bank has not requested it, the fraud department did not put a hold on it, and I still have received NO correspondence from them explaining any of this aside from ME calling THEM. A 41 day hold ( with the exception of XXXX ) with NO promise to allow me access after that is unacceptable! A 41 day hold with no clear reason why is also unacceptable!

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation