Consumer complaint received 2024-07-16 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH

Complaint narrative:
I wanted to close my USAA account and receive my funds which were just over {$2000.00}. I attempted to transfer the money myself using the website. It gave me errors every time we tried. I tried transferring using the mobile app, but it gave me errors there as well. When I would call, it was extremely difficult to get a customer service representative on the phone. Finally, on XXXX XX/XX/year>, I was able to get through to a female representative. When explaining that I was unable to transfer my money and that I was also wanting to close my account, she never really gave an explanation or resolution to the fact that the transfer portal on the website and app were not functioning. We focused on closing the account. I wanted the money to be transferred electronically via wire or ACH. She told me I could not have it transferred electronically. She then said we can only receive it via check which we had no choice but to say 'yes ' to since she claimed there were no other options available to us. We were told to expect it within XXXX days. On XXXX XX/XX/year>, I received an email informing that the check was undeliverable. So I called in again to confirm the address and see if there is another option for receiving my funds. The address on file ( which had been confirmed numerous times on both phone calls ) was correct as I expected. The female representative from the phone call on XXXX XX/XX/year> offered no remedies except to mail another check. And that I would just have to wait to see if it comes in XXXX more days. I asked about a resolution if the check does not come this time but she just kept saying that's all they can do. They use XXXX but apparently won't use XXXX or XXXX in order to get a customer their money. She said since my account was closed, we could not conduct a transfer. Reminder that the previous representative informed me they could not perform a transfer. I then asked if it was possible for me to reopen an account with those funds so we could attempt to transfer. We were unable to do that as well. For a company that runs heavy on being 'XXXX friendly, ' I am absolutely appalled and disgusted at how poorly USAA has performed at every turn. They make it incredibly difficult. The user functions on the website and application gives errors and is not user friendly. Contacting USAA to speak to an actual representative is a struggle as I called 5 times that week before getting to speak to someone. It's also quite telling of this company..makes it extremely hard to cancel/close an account and receive the funds that belong to you. I feel completely disrespected here. I will never return and I would speak against USAA if any of my family or friends think about joining USAA in any way, shape or form. DO NOT TRUST THIS BANK. POOR ORGANIZATION. POOR CUSTOMER SERVICE. WORST EXPERIENCE WITH A FINANCIAL INSTITUTION.

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