Consumer complaint received 2023-05-12
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My complaint is against USAA Federal Savings Bank. I have a checking and savings account with USAA. I have my social security check and USAA annuity check direct deposited into that USAA checking account every month. I have that checking account digitally connected to my XXXX checking account so I can transfer money from my USAA checking account to my local XXXX  checking account. I use that money to pay my bills from that XXXX checking account. Around XX/XX/XXXX I noticed USAA had message on my online account indicating that there was a connection problem with my XXXX account. Calling them to fix that connection problem led to a lot of bumbling on there part which finally resulting in them erroneously flagging the XXXX account as fraudulent. The USAA banking supervisor admitted this on the phone to me yesterday which was XX/XX/XXXX. I have spoken with supervisors in USAA banking including XXXX  and XXXX. They have spoken to the Fraud Department while I was on the phone and come back advising me that Fraud said it would be 6 business days to fix it. After six days it was not fixed. I spoke to XXXX again who said even though the Fraud Department made the error according to the Fraud Department there was a lot of red tape to go through and it could not be done immediately per the Fraud Department. I spent over an hour with her on the phone while she tried to get the Fraud Department to fix it. The Fraud department worked on it for that hour while we both waited. They said they could not fix it and said it would be three more business days. During the last two to three weeks I have had numerous frustrating calls with supervisors and associates where they said everything from 6 business days to finally the XXXX account was marked fraudulent to it would take six days to remove that fraudulent tag. It has been six days and they still have not fixed this. I have changed or been asked to change by pin at least seven times when calling these people and put through a number of security checks including giving them my Online ID once again. I have given them the XXXX account number probably six or seven times. They tried to get me to put another account in instead of the XXXX checking account. I refused because that is not fixing the problem and it will still be on there that I have a fraudulent account which could have many unforeseen consequences. I have confirmed with XXXX bank that the XXXX account is not fraudulent and that there is nothing wrong with that account. The local bank leader XXXX XXXX confirmed the legitimacy of the XXXX account with her bank while I sat there and then called USAA to advise them it was a legitimate account. They would not talk to her and she got no further than an associate on the phone. Meanwhile I do not have the ability to transfer my money funds in the USAA checking account to my XXXX  checking account and that money is what I pay my bills with. My XXXX  account is getting smaller and smaller while I wait for these people to fix the problem.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation