Consumer complaint received 2016-09-20
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Money transfers
Sub-product: Domestic (US) money transfer
Issue: Other transaction issues

Complaint:
I used a mobile payment transfer option through my USAA account. USAA offers mobile transfers through XXXX on XXXX XXXX. Shortly after, I realized I mistakenly sent the money to a land line. 1-2 hours had passed before I went on line to cancel the transfer. There was not an option to cancel because it had supposedly already processed. I then contacted USAA 's call center and inquired what I could do. The representative did not appear to know the answers but asked a supervisor. They confirmed the transaction to a land line would reject and be returned to my account within 3-5 days. A week later, I called again to check the status of my refund. This time I was told the previous information was incorrect. The intro nation did n't include the additional 3-5 days to post the money to my account. In other words, the first week was XXXX returning the funds and the second week was USAA posting to my account. I let a full 10 days go by and made my third call to find out where my funds were. This time I received a completely different response. Suddenly I was being told I needed to contact XXXX directly. Yes, over 3 weeks had passed and I was suddenly being told something completely different. I then proceeded to request a supervisor. In the process of transferring me, the representative disconnected my call. This was almost 20 minutes into the call. I fully expected someone to call me back, but obviously USAA did n't think that was important. So, the 4th call on my {$500.00} transfer came the following week. On initial contact, I immediately asked for a supervisor. XXXX in XXXX XXXX proceeded to explain USAA had nothing to do with the transaction and there was nothing they could do for me. I asked to speak to a manager at which point she flat out lied and said no managers were available. I found this extremely hard to believe since it was XXXX in XXXX XXXX. She told me I could request a call back and with 24 hours someone could call. Again, this was unacceptable. I proceeded to push the issue until she conceded there were still mangers at work. She then told me someone would call me that day. Later that night I received a call from XXXX XXXX. While polite, she insisted USAA could not refund my money or assist in any way. She promised to send me the contact info for XXXX, which as of this complaint, I still have not received. Also, when I asked her to simply refund my transfer she stated " regulations prevent her from doing that ''. I work in the industry so I asked which regulations which she replied the " fair lending act ''. This is another lie. If a bank makes a mistake, they have full responsibility to make the customer whole. 
At the same time, I contacted a family member who works for USAA in XXXX. She reached out to the CEOs executive response team. In between talking with this team, I placed a call to XXXX where I read them my info and confirm that my {$500.00} payment had rejected almost a month prior. It was sitting waiting for USAA to request it. Yes, despite my authentication and ownership of the money, XXXX with XXXX informed me USAA had to request the return. 
The next say we my first contact with the exec response team, Friday XXXX XXXX. She informed me she could n't reach anyone insides XXXX to return my money. I suggested we try the number I used earlier that day. After 25 minutes and XXXX handoffs, I finally gave up and asked the USAA two to call me when the money was returned. I lost all patience for such a broken, corrupt system. USAA needs to stand behind its products, even when offered through a third party. I spent over 6 hours on calls to find out this was a XXXX to USAA issue. Totally unacceptable.

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