USAA Savings Bank Terrible Customer Service - Incompetent Management Nationwide

Earlier this month, I decided to switch my primary bank account to be USAA.  Upon that decision, I closed my other checking account, and submitted for new direct deposit with my company.  However, it was too late in the pay period, and instead of direct deposit, they gave me a payroll check.  With the payroll check, they gave me my bonus check, both from Paylocity (a very large, easily verifiable payroll company.)

I went to deposit these checks in an ATM around 4:30pm on January 20^th.  When I got my deposit receipt, it noted that I would have $500.00 available for immediate use.  Naturally, I scheduled a few bills that were due to be taken out the following day.  When I went to look the following day, much to my surprise the $500.00 that had been available was also on hold, and that the entirety of the money would be on hold until February 2^nd, which is 13 days, or 8 business days and completely unreasonable. 

I contacted the bank to find out what was going on, and they said that sometimes the available amount changes (which doesn’t make much sense.) I spoke with a supervisor who said that any payments that had already gone through would not be reversed. I filed a grievance with USAA online, and waited for someone to contact me.

Over the weekend I checked on the account and, lo and behold, all of the bills that had been paid were reversed (including one for another USAA account) despite the Supervisor telling me they would not be reversed.  USAA also charged me $15.00 for the account that the charges had been reversed on.  Both ATT and Chase also charged return payment fees.

Finally, on January 25^th a person from the CEO & Executive Staff Offices called me back.  He barely discussed the fact that the funds were made available, and then the availability rescinded, AND the supervisor giving me incorrect information. Instead he said that he would “investigate” and that he would “hopefully” get back to me by week’s end, which would be the 29^th – NINE days after the deposits were made.  I told him that I needed these bills paid, and asked that he release the funds on February 1^st, just ONE day sooner than the scheduled date.  He was INCREDIBLY rude, and said that he could release the funds, but he wouldn’t because that would mean he has to do it for everyone.  The man told me multiple times that he was as high as I was going to get in the company, and that no one else would help me. Basically he said he can help, but he won’t. He also hung up on me, and did not actually assist with my complaint.

I doubt that USAA will do the right thing and make the funds available within a reasonable timeline, or pay for the fees incurred due to their Supervisor giving out inaccurate information. That’s just the kind of company this is.  As of now, nothing has been resolved.