Consumer complaint received 2022-01-16
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Money order
Issue: Problem with customer service

Complaint:
2021 we lost my husband to XXXX he was a main financial provider I was there for XXXX little ones I have been struggling to keep everything going I was a stay at home mom I have transition to a full-time even XXXX jobs XXXX kids been having some issues with my account I always make right on my account my accounts are both now in good standing I called in to ask how I was able to put in cash into my account and to assure that all funds will be available because that amount was going to my landlord who also has been helping and understanding but made it very clear that if I did not get in this last payment that he was going to go ahead and process the 48 hours for us to get out I dont have any family here I called in I asked I explained the importance of these funds and I was instructed step-by-step to obtain a money order that is a shared funds and that if it was under {$500.00} there would be no hold because it was a money order and then I would be good to go I again reminded him of the importance of this money being available immediately I went over step-by-step with him to make sure I had the complete understanding he reassured me that yes a {$350.00} money order deposited into the account would be immediately available and there would be no reason to be put on hold a hint he reassured me several times I did use that and the amount was put on hold now I can not pay my payment arrangement when I talked to the resolution specialist she flat out told me she was declining lifting the hold because I had a charge off account which in fact I called and took care of a balance because they wouldnt let me open and account a new one without paying all the other account off so I made a payment I paid it off and got a new checking account now theyre telling me that I owe them more money Id never received anything that couldve been meals fault which ever but when I ask why did you let me open an account she said well sometimes the online doesnt tell you Ive been assured her again I talk to somebody and made the payment no answer is no explanations on how I got a new account with owing them money and it because they were been some insufficient funds in my account in the last 90 days thats why shes not releasing the hold I then proceeded to tell her it is very obvious and evident that I am having financial issues so there again I am penalized because I am having financial issues but yeah both of my accounts are in good standing so therefore I make right and I was told by a representative exactly what to do and it was wrong so Im penalized for that and refused to fix. Every person I spoke to and told the story to proceeded to try to tell me how to budget which I worked at a bank before youre specifically not supposed to give financial advice however they dont have all the facts of how and why Im in the situation that I made it has nothing to do with budgeting the information was given to me was incorrect and they refused to fix it.

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