Consumer complaint received 2016-12-10
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I accessed the USAA website to utilize their " Deposit at Home '' service ; to deposit a check from XXXX XXXX - in the amount of {$1600.00}. The funds were to be deposited in my checking ; with my account now totaling {$1900.00} - after the deposit. However, after the process was completed ; I was advised that {$1100.00} of those monies would be frozen - until XX/XX/XXXX. Their website states that up to {$5000.00} can be transferred via this method ; never clearly indicating that they " May '' freeze any amount they wish. Viewing the USAA FEDERAL SAVINGS BANK DEPOSITORY AGREEMENT AND DISCLOSURES page XXXX, and under the title : '' WHEN AVAILABLE - Next business day after the day of deposit '' ; indicates that up to {$5000.00} of the customer 's deposit will be available the next day - that did n't happen for me. On page XXXX, under the heading of " Funds XXXX XXXX XXXX and Similar Services '' ; indicates that funds can be frozen for up to seven days. They further state that the funds can be released sooner ; depending on various factors e.g. " credit worthiness, the length and extent of your relationship with FSB and its affiliates, transaction and experience history, and such other factors as FSB, in its sole discretion, deems relevant ''. I have in the past overdrawn my account ; for which I paid a hefty fee. I have also, though, been a loyal customer for over two decades with direct deposits monthly of my military retirement, and bi-weekly from the hospital that I am employed at. I contacted a USAA representative ; advised her of my concerns regarding the deceptive notice of the availability of my fund on the website i.e immediate access to up to {$5000.00} in deposited funds. I was who informed me that this was USAA 's policy. I requested an opportunity to speak with her supervisor ; to which the representative stated that she would have the same answer - then she transferred me. I was then connected to XXXX XXXX XXXX from the Executive Resolutions office. I was advised that there was nothing that could be done. I requested that the fund transfer therefore be cancelled ; so that I may have the checked cashed via other means. I was told that that was not an option. I asked as to what individual that I could appeal to next ; to which she replied that there was no one else to appeal to. My brief appeal process was ended. 

I decided to review my recent " XXXX '' ; with another representative at XXXX on XX/XX/XXXX - who stated that her name was " XXXX ''. I requested a review of my last XXXX " At XXXX Deposits ''. They were as follows : 1. XXXX XXXX {$860.00} - posted XX/XX/XXXX ; 2. XXXX {$880.00} - posted XX/XX/XXXX 3.XXXX {$1700.00} - posted XX/XX/XXXX. My question to XXXX was what amount from each deposit was frozen ; her response was " None ''. She stated that each of those amounts were immediately available to me ; at that time. Question, what in less than 30 days has changed? So instead of the monies being utilized to pay my rent, and go XXXX shopping ; they will instead be earning interest for USAA. The following factors are what I have identified as being the key issues to this incident : A ) Deceptive information on the " XXXX '' webpage. 
B ) Unable to cancel this transfer ; within an hour of when it occurred, and when it was discovered to be problematic. 
C ) Inconsistent, and seemingly capricious enforcement of USAA 's policies. 
D ) A one tier appeals process.

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