Consumer complaint received 2021-11-21
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I contacted by bank ( USAA ) about depositing a check through my mobile app. The check was for {$32000.00} and it was a total loss claim payment on an aircraft I owned through an XXXX. The check was made out to the XXXX, since the policy was written with the XXXX as the insured. I spoke to a representative on the phone and asked XXXX questions : XXXX. Can I increase my amount allowed through mobile deposit from {$25000.00} to {$32000.00} ( to be able to deposit my check through my mobile app. The bank 's lobby is closed, and the drive-through line takes over an hour to get served )? 
XXXX. How do I endorse the check? The check was made out to my XXXX, which I am the Managing Member. The other member of my XXXX would receive half of the claim amount and is currently a member of USAA with a checking account there as well. After I deposit the check, I would send half of the funds to him. 

The person on the phone said she could temporarily increase my daily deposit amount through the mobile app to {$32000.00}, but she said there might be a " hold '' on some of the amount. I totally understand how that works and was OK with them placing a " hold '' on some of the funds until the check was cleared. I also verified how the check should be endorsed, since it was made out to my XXXX and not to me. I explained I was the managing member, and I had documents indicating the registration and incorporation of the XXXX through the State of XXXX showing myself as the Managing Member. I endorsed the check as follows : " For Deposit Only, '' ( Printed Name ), Managing Member, ( Signature ). '' She affirmed that was how to endorse the check. I immediately deposited the {$32000.00} and it was shown as a deposit in my checking account with {$7000.00} on " hold. '' That was perfectly fine with me, understanding how deposits and Reg CC works. 

On the morning of Saturday, XX/XX/XXXX, I discovered " someone '' reversed the deposited check for {$32000.00} on XX/XX/XXXX with no explanation ( image XXXX )! Also, the {$7000.00} hold was still in effect! They still had a hold on the remaining balance of {$1600.00}! This is my money and not associated with the {$32000.00} deposit... it was the balance BEFORE the check was deposited! I attempted to call and speak to someone on the phone, but the person I spoke to didn't offer any explanation, repeated the obvious status to me over and over, and was frustrating in the conversation since she stated there " was no supervisor '' to speak to or any person to answer my question on why the deposit was reversed or why there was a " hold '' on monies not part of that deposit. This " hold '' has been active for XXXX  days now, and I suspect will still be there tomorrow ( Monday ). See images XXXX - XXXX of the uploads. 

As I stated earlier, this check was payment for a total loss claim on an aircraft owned by my XXXX with me being the Managing Member and the other member being a member of USAA and having an account there as well. The other member was piloting the aircraft when it was involved in a crash ( hard landing ) with no injuries or loss of life. However, even after all of the XXXX and emotions of dealing with an aircraft mishap and total loss, the treatment by USAA towards XXXX of their long-term, combat XXXX, military members is as best the result of total incompetence, or at worst, deliberate malfeasance and criminal activity.

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