Consumer complaint received 2020-10-22 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA

Complaint narrative:
Checking account balance sheet on banks internet site reflects a balance that ( auto adjusts ) after any transaction is executed and reflects the new balance after the transaction has been effected. The remaining balance reflects funds available to use. Members rely on the shown remaining balance to track further, additional or future transactions. Many transactions could be executed as a member pays bills in one session. Each time the remaining balance available auto adjusts to reflect remaining balance available for use. My payment to the CA DMV ( California Department of motor vehicles ) affected on or about XX/XX/2020 -- was initiated for an amount of {$230.00}. My account reflected the lowest available balance of XXXX. The e-Check I wrote to the CA DMV was for {$230.00}. The CA DMV issued a ( real time ) receipt of payment for {$230.00} by e mail that the payment was received. I received vehicle registration stickers via USPS. On or about two weeks later I received a DEMAND FOR PAYMENT letter from the CA DMV with additional penalty fees and NSF fees. I was also charged NSF fee from the USAA bank. I was ordered by the CA DMV to send only a cashiers check which I had to purchase for and additional fee of {$2.00} plus NSF fee and penalties which raised my DEAMAND DUE FEE to {$350.00}. ( Receipt for this USPS check is retained in my possession ) In communicating with the CA DMV the history of my complaint that the USAA Fed Bank was in error I was directed by them that in order to have the additional fees reversed and returned to me I would have to have the bank write a letter of explanation the error is on their behalf. I called USAA < I was routed to a resolution specialist who patiently listened then told me she would submit by complaint for review I asked for expected time of resolution and the resolution specialist was not able to report a definitive time. I believe that I am not the only USAA Member to receive third party penalties and third party NSF fees as well as NSF fees charged by USAA due to the design of the checking account register that reflects available balance and in good faith members write checks against this balance. I filed a complaint with two different federal banking agencies in addition to time on the telephone with the CA DMV and USAA personnel in attempts to resolve this issue again shared by the family of USAA members. my total time involve at this point is approx. ten hours. My last hourly wage was {$72.00} an hour plus benefits. Only because of repetitive exacerbation with difficulty navigating the ( recently ) re written USAA web I am aware that unless I stand up for my self no one else will. Many seniors with lessor computer skills and or patience or awareness that banks are banking on profits gained by people not taking initiative to file complaints. I believe a deep and serious federal audit is due. I can not be an isolated case. As of this writing USAA has not come forward with any explanation that I might be able to forward to the CA DMV so I may have NSF fees and penalties reversed.

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