Consumer complaint received 2020-05-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH

Complaint narrative:
On XX/XX/2020 at around XXXX I attempted to deposit {$750.00} in cash into a XXXX ATM using my USAA debit card due to a misunderstanding about the partnerships between XXXX and USAA. When the transaction was almost complete, the XXXX ATM put an error message on screen and gave me my debit card back but had kept the money. I promptly submitted a complaint through the USAA app in the parking lot of the XXXX ATM about this incident. I made it very clear to the rep the details of the incident, however the complaint was filed internally and then denied within a few days. 

The following day on XX/XX/XXXX I called the XXXX this incident occurred at to give them a heads up about the issue. The employee, XXXX, had informed me that I need to get into contact with my financial institution about resolving this issue. A few days later I attempted to call USAA about this issue and the information they gave me was that the complaint was denied due to an internal investigation yielding no record of the attempted deposit. Unfortunately, there would be no record of the deposit because the deposit did not occur at a USAA ATM. After speaking to XXXX from XXXX again, he confirmed there was an overage for the audit of the ATM, though he would not confirm the amount. I attempted to get a USAA rep to contact XXXX to resolve the issue and she refused to do so on my behalf, however I was able to convince her to enter a 3-way call with the XXXX employee, XXXX. XXXX informed the rep of the company policy that they can not work directly with individuals that are not customers of their institution, but the USAA rep still said they are unwilling to work with other financial institutions. Eventually, once the 3-way call yielded no meaningful results I was transferred to a Senior VP of resolutions at USAA. 

This Senior VP took down my contact info and understood my issue. She also stated that she would have somebody get into contact with XXXX disputes department about this issue over e-mail. To this day, I have been unable to get into contact with said VP and she has yet to contact me about this issue as well. 

On the XXXX of XXXX, I reached out to XXXX via XXXX who escalated my issue and assigned me a specialist, XXXX. The following Monday, the XXXX, XXXX called me, and we discussed this issue where he informed me of the same information that XXXX had. He had said that this issue is very common and that it is very standard for the other financial institution ( in this case USAA ) to contact XXXX to get this resolved. I called a rep of USAA on the XXXX and explained my situation, they informed me they would file a different kind of dispute that would hopefully make it to XXXX with the case # XXXX. It was eventually denied. On XX/XX/XXXX I reached out to another rep, gave them the details of my situation yet again as well as the case number. They told me the case was denied and refused to give me any helpful information. I asked them Did USAA ever attempt to contact XXXX? They refused to answer with a yes/no and only read me the denial letter. They did this multiple times throughout our conversation and I still have no idea if USAA ever attempted to contact XXXX about my dispute. I asked her What is your name? and she promptly hung up the phone. At this point USAA is refusing to contact XXXX on my behalf, and XXXX is refusing to work with me as an individual, so I have no options other than to file a complaint.

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