Consumer complaint received 2025-09-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
On Tuesday XX/XX/XXXX I finalized a personal loan with USAA. There was a cosigner to the loan so my current bank XXXX XXXX was unable to deposit the check as the cosigner was not on the account. I was told to open a USAA account and they would transfer the funds directly into this account. I was also told to shred the check that was sent as it was overnighted. I was told the money would hit my account the following afternoon. At this point based on USAA information I made promises to creditors to pay debts ( the whole reason for the loan ). The next afternoon I got a call from USAA saying that they could not transfer funds and had to overnight another check. I asked multiple times about a hold on funds and was assured that there would not be a hold as it was a USAA check, from USAA into a USAA bank account. The next day ( Friday XX/XX/XXXX ) I received the check and deposited it into a USAA ATM. Once deposited the app stated the full funds would be available on XX/XX/XXXX. Due to my prior issues with this process, I called into USAA and spoke with a deposit specialist. I was assured that yes, this money would in fact be 100 % available in the morning. I stressed how important it was to verify this as I had already made one missed promises to creditors and another will defiantly put my credit in jeopardy. Again, I was told everything would be fine as the banker verified the check, the deposit and the the date funds would be available. At this time I then called creditors and updated them that payments would be made the following day, Saturday XX/XX/XXXX. In the morning before work I woke up to make the payments, but checked my online account first to find out that only {$870.00} of the {$50000.00} was available. I immediately called back into USAA who apologized for me getting the wrong information from them for the third time, but {$5000.00} would be available on XX/XX/XXXX, and the final amount available on XX/XX/XXXX. This was now the fourth day in a row with over three hours of calls with USAA. I was told there was nothing they could do and there is only one layer of resolution specialists I could speak to as everyone else is not customer facing. Not only was I lied to multiple times, but I am actively being charged interest for this loan that I will not even have access to the money for 10 days. Interest started being charged Tuesday before I even had the first check. As of this writing at XXXX on XX/XX/XXXX, I have been charged over {$120.00} in interest fees. I fully understand mistakes can happen and training can be improved, I run a business as well. With that said I was given very incorrect information by multiple people multiple times and the only thing anyone would say was " we thank you for your 25 years of membership, '' as if reading off a cue card. Not once did anyone acknowledge that multiple times I was given bad information, I was continually led to believe I had done something wrong or this was all my fault.

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