Consumer complaint received 2021-11-20
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Lost or stolen check

Complaint:
XXXX XXXX, 2021 My wife wrote check # XXXX from our USAA checking account to XXXX. 

XXXX XXXX, 2021 I received notice via e-mail from USAA that the check was returned due to " improper endorsement ''. We are on the road so did not get to see email until XXXX XXXX, 2021 XXXX XXXX, 2021 I spoke to XXXX, who transferred me to the XXXX XXXX XXXX. 
Talked to XXXX. She said the check would not go thru due to the improper endorsement and the size of the check. {$60000.00}. No real help was offered and her attitude was not helpful. 
I called USAA back and talked to a representative, did not write down her name, she suggested a cashers check an offered to wave the fee. With her help we issued cashers check XXXX for {$60000.00}. The check has in the memo " XXXX XXXX # XXXX '' Now the fun begins : On XXXX XXXX, 2021 We check or account. ( Have a screen shot ) XXXX XXXX # XXXX XXXX XXXX XXXX Ret # XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX Official Check Request XXXX my Bal. XXXX Cashers check was issued the evening of XXXX XXXX, 2021. 
But check # XXXX was cleared XXXX XXXX, 2021. 
No one can explain how with {$72000.00} in the account check # XXXX and the cashers check XXXX both were issued. 

XXXX XXXX, 2021 my financial guy receives the cashers check from USAA. I tell him to hold on to it until I can figure out what to do next. 

XXXX XXXX, 2021 I tried to get USAA to let me speak to a XXXX. Made a couple of requests. Was told someone would call be back before XXXX pm. Call never came. 

XXXX XXXX, 2021 Spoke to XXXX # XXXX she did create a CASE # XXXX. 
XXXX from USAA call me and give a long title. I asked if she was a USAA XXXX, she again gives me a long title. I asked again, simple question, are you a USAA manage? She hangs up. 

Finally I get to a call center XXXX. XXXX XXXX. He was sympathetic to my problem. He tried to help but was limited in what he could do. We decided the best course of action was to have my financial guy use XXXX to overnight the check back to USAA. XXXX gave me the correct banking address. 
I did express some concern returning the check fearing it might get " lost ''. 

Cashers check was sent via XXXX the evening of XXXX XXXX, 2021. 
( Have tracking number ) Check was signed for on XXXX XXXX, 2021 We call USAA every day. Probably a waste of time but trying to keep them focused on fixing this. 

XXXX XXXX, 2021 USAA XXXX XXXX XXXX member XXXX says the check is officially missing and we need to wait XXXX days to get our {$60000.00} back. 

I sent USAA, after some doing a .pdf showing the VOID'ed check with my USAA member number XXXX it. 

XXXX XXXX, 2021 Received e-mail that " check was found '' ( my term ). Funds will be in my account in XXXX days. 

XXXX XXXX, 2021 XXXX, will believe it when it happens. 
Decided to file this complaint. This should have never happened.

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