Consumer complaint received 2026-07-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KS

Complaint narrative:
Checking account : XXXX XXXX ; Account number:XXXX, Bank : USAA. XXXX : XXXX ). XX/XX/XXXX : Issued through bill pay a check to Destination Design Maintenance for the amount of {$1000.00}. USAA withdrew my funds immediately when I issued the check. XXXX ). XXXX/XXXX/XXXX : Destination Design Maintenance let me know that they never received check ( I know these folks as they manage my vacation rentals ). XXXX ). XX/XX/XXXX : Contacted USAA customer service in banking and was informed check was not negotiated and I placed a stop payment valid for 6 months ( expiring on XX/XX/XXXX ). I was charged XXXX for the stop payment in case check was to be received and cashed fraudulently. XXXX ) XX/XX/XXXX : Had a case opened up in disputes department so they can investigate and return my funds. I was told that they had 7 to 10 business days. XXXX ). XX/XX/XXXX : Contacted CEO of USAA advocacy group and requested a case be opened by them. XX/XX/XXXX : Received a provisional credit of XXXX XX/XX/XXXX : USAA reversed the provisional credit of XXXX XX/XX/XXXX : Reached out to USAA and spoke with customer service, XXXX ( Supervisor in customer service ) ; XXXX ( MSR for disputes department ). All said they didn't understand why my provisional credit reversed as I had stop payment and from what they could see check not cleared. I requested a call from Disputes Investigator. NO CALL BACK. I requested the following : 1 ). A complete investigation report with supporting documents 2 ). The Bill Pay Payment History 3 ). Confirmation of check not presented 4 ) Stop Pay Active 5 ) Written decision explaining in detail ( not vague form letter that tells you nothing ) why provisional credit reversed 6 ). Under what provision of the deposit agreement are you entitled to take my funds. * * * Please note I have an active stop payment and I confirmed again on XX/XX/XXXX with Destination Design Maintenance that they never received or cashed the check. In the call with the XXXX USAA individuals they said they could not see that the check was cashed. XX/XX/XXXX : Left message for XXXX in XXXX XXXX XXXX. I requested a call. No call back. XX/XX/XXXX : Called XXXX XXXX XXXX XXXX XXXX and explained all of this again. Requested the documents, told them that I did everything that USAA has asked of me. I have been a member of USAA for 34 years. I requested immediate action. XXXX said she would reopen her case. She read in the notes from the disputes department that check was cashed and they could not get credit from XXXX ( Destination Design Maintenance ). So disputes reversed the provisional credit. I contacted Destination Design Maintenance ( again they speak with me daily as they manage my properties and they said no one has reached out to them and they still have not received my check ). XXXX said it take another 2 weeks to see what the findings of USAA will be. I told her that they have tied up my money for a very long time. USAA is making interest on my money and now they have taken possession of my funds. PLEASE HELP ME. This isn't right on any level. I followed all the rules. Thank you.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief