Complaint / review text:
I've been an account holder with USAA for the past 5 years. I served in the US Army and Army Reserves and thought banking with USAA was going to work for me and my family. I've processed finances on a regular basis, transfers between all my USAA accounts savings and checking with no problems until this past month. When doing a funds transfer in April between 2 USAA checking accounts, the funds moved the day I did the transfer but at the end of "their business day", the funds moved back. Problem with this idea the funds left the one account and posted to the other. It could visibly be seen that it posted processing the transfer. Their business day processing and on their "employee only" screens showed the funds still in the first account.
I processed bill payments in the amounts of $1300.00 from the other account that transfer credited. After 3 days when all was processed, I went back online to verify balances knowing what payments have processed. USAA had processed the transfers again pulling from a positive balanced account making the checking account negative by $1300.00 plus charging overdraft fees and returning checks making the negative balance increase. They returned checks that the funds were available to pay making me have to go to my children's school and explain and pay them in cash for products.
My spouse's payroll deposit was deposited to the other checking account which is not attached to the negative checking account USAA transferred his deposit to partially clear the negative balance returning any automatic bill payments set to clear from his pay leaving us with nothing in any accounts we hold even pulling from our children's accounts. We started getting calls from their collections resolutions department looking to clear the negative balance. They left messages but when returning their calls, they didn't answer. When asked questions to the collections department, they seem to only be able to see one account but can move money out of all accounts. They then offer to help by advising me that I can apply for loans and credit cards to clear the account not releasing the payroll check that was pulled from my other checking account without my authorization. They are willing to claim they are here to help all military families but yet helping us to go further in debt with their fraudulent actions and policies. I am now getting calls asking when I will be clearing the account. Please, please be careful with any transfers and check deposits. Review the check hold policies by asking a lot of questions. They will take your funds if you look away!