Consumer complaint received 2017-09-01
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I deposited a check for {$6300.00} into my checking account with USAA. XXXX XXXX dollars was made available to me immediately while the rest was put on hold, a hold that was supposed to be lifted on XXXX XXXX, XXXX. About a day or two after I had deposited the check, my account with the institution became restricted. Meaning I had no access to my account information or my funds. When I first contacted USAA about the situation ( phone number : ( XXXX ) XXXX ) they informed me that my account was locked due to the fact that the check I had recently deposited was being returned. When I asked why, they told me it was because it was against their policy to deposit a check from a personal account into another personal account. Taking this to mean that the mistake was on me, I accepted what they said and began to wait for the process to be completed. 
I myself am fairly new to checks, so I do not know how the process of returning a check works, but from what I read it takes a few days. So I was prepared to wait until the situation was fixed. But several days passed and nothing changed. When I contacted USAA once again, they said they were still waiting on the funds to be returned and explained to me that both banking institutions have to do their part in order for the process to move along. So I contacted my local bank about the situation, and they informed me that they were not in the process of returning the check I had deposited. You can imagine how confusing this was for me to hear because USAA told me that my check was being returned and there was nothing they could do until the funds came back to them. 
From that point on, I called USAA almost every day to find out if there were any changes regarding my account, and every single person I spoke to told me the same thing : " We are waiting for the funds to be returned. '' I asked to speak to executive members on a few occasions. The last one I spoke to told me that USAA actually received a notification from my local bank, XXXX XXXX XXXX, that my check was being returned. 
As I began to feel frustrated, I reached out to XXXX several more times. The last time I spoke with them, the vice president of the institution reached out to me herself. She told me once again that my check was NOT in the process of being returned, and sent me actual proof that the check had already cleared. According to them, it cleared the same day I deposited it, XX/XX/XXXX. 
From that point on, I knew that USAA was not being truthful with me. I began to reach out to the CEO ( XXXX XXXX ) and Vice President ( XXXX XXXX ) in an effort to get better assistance. However, neither of them ever spoke to me. I sent many, many, emails their way and they never contacted me. I began to send faxes to the bank on XX/XX/XXXX, and still, no one reached out to me directly. I noticed a few emails from the USAA automated system stating that I had new messages on the website that I should take a look at. However, because my account is locked, I can not see those messages. I stated this fact on more than one occasion but clearly, it went ignored. 
Through my various emails and few faxes, I explained in detail my entire situation. I even provided the proof from my local bank, XXXX XXXX XXXX, that my check had cleared. But despite the proof I sent, my predicament has gone ignored. 
The money I deposited with USAA originated from a check that I received from the VA. I was recently accepted into their Chapter XXXX program and as a result, I received back pay for the months that I was not enrolled in the program. The original US Treasury check was cashed with my local bank. The check was for {$6700.00}. I kept {$400.00} for myself and then deposited the rest into my checking account with XXXX XXXX XXXX  before writing a check for the amount of {$6300.00} and depositing it with USAA. 
In my many emails and letters, I explained how necessary the money is to my well-being. I am a XXXX XXXX XXXX. I need the money to pay for supplies and other things. I also live with my mother and little sister. I was going to use most of the money to help pay bills, buy groceries and other odds and ends for the house, and provide my sister with school supplies and clothes. I mentioned more than once that I would start school on Monday, XX/XX/XXXX, and that I needed the money before then so I could buy my books and pay for my classes. But obviously, my circumstances went ignored. 
It is now XX/XX/XXXX. It has been two weeks since I lost access to my money. I already started school, rent is due today, and my sister goes back to school in a week. Access to my account and funds have still not been reinstated to me, and USAA has done absolutely nothing to help me and continue to lie about my situation. 
All I want is what belongs to me. It should not take two weeks for a situation like this to be resolved. My predicament has not been handled correctly, and the way the employees and executive members of USAA conduct themselves is extremely unprofessional. Since when is it okay for the CEO or Vice President of a company to ignore its members? 
My check was NEVER in the process of being returned. I do not appreciate being lied to or taken for a fool. If they were concerned about the legitimacy of the check, all they had to do was reach out to where it came from to ensure that the check was real. Even so, they should n't have had to do that because the check cleared without a problem. That makes this situation worse because they have no reason to hold my money and are clearly discriminating against me. Why else would they hold my funds for so long?

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