Consumer complaint received 2024-06-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA

Complaint narrative:
Summary : I deposited a check for {$23000.00} twice by accident into my bank USAA checking and savings account. USAA has removed the duplicate deposit one too many times so as of now they have not credited either of my account with the money. The issuing bank has verified that the check has cleared their account so they can not stop payment and reissue the check. The money is with USAA just not showing in my account. This issue has been going on since XXXX and USAA can not locate the money and credit it back to my account. 
They have done cash analysis and are unable to locate these money, so at the moment the money has basically vanished. They keep telling me that I need to have issuing bank reissue the check but, issuing bank wont do it as the check has already cleared their account. 

Details : In XX/XX/XXXX ( XXXX XXXX ) I attempted to deposit a check in the amount of {$23000.00} into my USAA savings account via mobile app but USAA didnt accept it as it was not endorsed properly so they returned it ( XXXX XXXX ). They mailed me an image replacement check and asked me to endorse it and send it in via mail. So I sent this via regular mail. 
After two weeks as the check was not deposited in my account yet, I thought it went lost in the mail. So I sent the actual physical check via priority mail to deposit into my checking account.

A few days later both checks are credited : the image replacement check is deposited in my savings on XXXX XXXX and the physical check is deposited in my checking account on XXXX XXXX. 
As I noticed the error I notified USAA and after a few days ( XXXX XXXX ), USAA removes one of the two Deposits stating duplicate deposit so I thought all worked itself out. 
On XXXX XXXX however USAA removes the check AGAIN from my checking stating returned duplicate deposit item bringing my overall check balance to XXXX. 
I reached out to them to let them know that they should have NOT removed the deposit twice and that they needed to credit my account with the check. 
On XXXX XXXX they re-credit my account stating check adjustment credit check bringing my check balance back to + {$23000.00}. 
At this point I thought the issue was resolved and moved on, however Two months later on XXXX XXXX they re-remove the deposit again stating duplicate deposit now bringing my check balance back to XXXX. This caused the balance in my checking account to go into deep overdraft, with many automated payments failing, incurring in insufficient funds fees and leaving my family with no money. 
I had to quickly move money from emergency savings funds to avoid defaulting my mortgage, and was unable to pay off my credit card incurring in interests.

In the past months I have spent hours on the phone with USAA customer service team and resolution team, I even organized a three way call with issuing bank and USAA trying to trace the money. They have escalated the issue, performed cash analysis and came to the conclusion that the issuing bank needs to re issue the check, but as I wrote above, the issuing bank can not reissue the check as check has already cleared. 
This needs to be resolved with high priority, USAA should actively reach out to the other bank to figure out where the money is, they should do an internal analysis to locate the extra {$23000.00} and recredit my account. Instead I keep finding unhelpful representatives that keep wasting hours of my time, getting me to the same dead end conclusion.

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