Consumer complaint received 2016-09-29
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
I was a sole proprietor of a small fencing company. On XXXX/XXXX/2016 I entered into a contract with a XXXX XXXX XXXX, he wrote me an initial check in the amount of {$2000.00}. I deposited the check by taking a picture of it on XX/XX/XXXX and the check cleared. On XXXX/XXXX/2016 he wrote me another check for {$1000.00}, I took a picture with my phone and deposited that check as well into my USAA checking account. On XXXX XXXX nearly 2 months later I was attempting to view my account balance online in my cell phone, only to find out I was locked out of my account. After 2 days I was told by a manager that my ccount was locked because of fraud, not explaining the fraud, just fraud and thats all they would say. Making me feel as if I had committed the fraud, or done something wrong, which of course I had not. They finally told me that a check that was written to me that cleared on XXXX XXXX, was going to be returned by XXXX XXXX. They had not received it yet but had some type of communication that after nearly 2 months the check was now being returned. They kept my account locked for 7 days not allowing me access to anything involving my account. I have since found out from USAA that the fraud committed concerning this gentlemans check was in fact committed by him. and that fraud was that he wrote over his old address, and put his new address in its place, which is where we were building the fence. As soon as the account was not locked I was able to speak with a manager again, and asked for a copy of the Offficial check so that I could either take it to his bank and cash it, take it to the local police and file charges, or sue him in court. I have been told on numerous occassion, several different things by USAA, as to why I can not have the official copy of the check, but mostly because they just dont have it, or that its in the BACK OFFICE, and nobody gets in there to get anything. some of the reps have said it doesnt show we have ever received it, which of course would mean they took money from my account based on something other then the returned check. Im not being un reasonable, m Im asking for what any other customer would receive if a check was returned on their account, and that is the official copy. If the official copy is not available then I would like my XXXX returned to me from either XXXX XXXX, USAA or both, since apparantly no fraud was committed, if there had been fraud why wouldnt the XXXX check in the amount of XXXX be returned as well? The asnwer is simple, XXXX XXXX XXXX is using both XXXX XXXX and USAA to in fact steal money out of my account I guess he didnt want to pay for the services rendered, and it took him 2 months to find the correct lie that XXXX XXXX would be able to help him with, to avoid paying what he agreed in the signed contract I have. Its unclear to me how somebody can admit they committed fraud, get their money back and have XXXX major banks help him do it. And toi top that, USAA is treating me as if Ive committed a crime. Again Im only asking for exactly what any other customer would receive back from the bank if they had a check returned, and that is the OFFICIAL COPY of that check, without it the XXXX banks and the wonderfully creative liar XXXX XXXX will all get away with theft. If my customer XXXX XXXX was able to get the XXXX check returned 2 months after the fact, then why not the XXXX check. and if they indeed sent the check back claiming he committed fraud against himself why would it only be on XXXX of the checks, since they were both identicval other than the check numbers and the amounts. Im hoping that both XXXX XXXX as well as USAA arent allowed to get away with this thievery since it appears to me that both banks are involved in the scam. I can provide any proof requested to prove exactly what Im saying, except of course the OFFICIAL COPY oif the check

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