Consumer complaint received 2025-11-10 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Problem with customer service — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA

Complaint narrative:
XX/XX/year> - deposited $ XXXX cashiers check from XXXX XXXX XXXX XXXX ( XXXX ) by mobile deposit to my USAA checking account. XXXX was accepted with $ XXXX available immediately and $ XXXX available XX/XX/year>. 

XX/XX/year> - mobile deposit of $ XXXX was reversed by USAA due to duplicate deposit. Put checking account t into significant overdraft situation where fees began to accrue. 

XX/XX/year> - called USAA customer service and was told by agent that it was a mobile deposit error and that USAA would resubmit and correct the issue, an internal case was opened. 

XX/XX/year> - USAA customer service resubmitted deposit for $ XXXX into my checking account and it was accepted. 

XX/XX/year> - USAA revered the $ XXXX deposit again stating the error was duplicate error. 

XX/XX/year> - called USAA to complain, was told original case closed, funds were returned to XXXX, opened new case to provide proof that funds were returned. 

XX/XX/year> - after not hearing anything from USAA, I went to a physical branch of XXXX, the original one that issued the cashiers check and spoke to the XXXX. The XXXX access their internal system and ran a query on the cashiers check serial number and the system showed USAA cashed and collected the $ XXXX from the cashiers check. 

XX/XX/year> - called USAA customer service again to give them the information I was furnished by XXXX, that XXXX did not have the funds and that they were not returned. USAA told me that my latest case had been again closed so we opened another new case for the issue. 

XX/XX/year> - called USAA customer service again because I had not heard anything back. USAA customer service told me again that the funds were returned to XXXX but when I asked for any proof of the financial transaction that returned the funds from USAA to XXXX I was told there was none. No XXXX # or tracking that the funds had been returned, I was only told that was the way the system worked. 

XX/XX/year> - I again went to the physical XXXX branch that issued the cashiers check to tell them what USAA told me. The XXXX once again check the XXXX internal system, and it again said that USAA collected the funds from the serial numbers associated with the cashiers check for $ XXXX. 

XX/XX/year> - I once again called USAA customer service and was transferred to the member resolution team where I was told the error occurred at USAA and that the funds were not returned. Again, USAA could not produce any evidence that USAA returned the funds to XXXX, which is why the agent said the $ XXXX was still with USAA. They opened yet another case and told me they would call me by the end of the day with information. They never called. 

XX/XX/year> - I called USAA customer service to obtain an update to my complaint and request XX/XX/year>. I spoke to the member resolution team for XXXX hours where they once again stated the funds were still with USAA and that the $ XXXX had not been sent back to XXXX XXXX however they stated they did not know how to fix the issue though they said they had my $ XXXX. We once again opened another case number to the check related issues team and stated this was an exceptions chargeback work order. 

I submitted this $ XXXX deposit 42 days ago and I still have not received my $ XXXX. USAA has been giving me the nonstop runaround and have not given me a single call back even if I request it nor any additional information without me spending hours on the phone.

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 monetary relief