Consumer complaint received 2024-07-23 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
XXXX I called USAA FSB in XXXX XXXX XXXX  to make a USD {$5100.00} wire transfer to a hospital in XXXX ( they refuse to take any wire requests in writing or online ). USAA uses XXXX XXXX as the XXXX XXXX XXXX, then it goes to the nostro beneficiary XXXX Bank XXXX XXXX XXXX XXXX XXXX XXXX ), which then transmits the funds, after conversion to XXXX, to the recipients bank : XXXX XXXX. There are XXXX total banks involved : XXXX from sender ( XXXX, XXXX XXXX ), and XXXX for recipient ( XXXX XXXX and XXXX ). I provided all information to USAA on a recorded line. They refused to accept written instructions while we were talking ( so we could both see it in writing together ) to make sure no errors occurred. I asked for a written confirmation, and they said we will send it to you after this call. Of note : When I provided the account number for XXXX XXXX XXXX, the USAA XXXX told me Oh we dont need the account number if we have the XXXX XXXX. We both agreed it would be better for her to take the account number anyways, and provide too much information, rather than risk it getting lost. ( Note : She did NOT enter this account number anywhere on the wire request -- I found out 16 days later ). 

XXXX I called to ask for written confirmation of the wire instructions that I was promised. I was directed to the online portal letter, that listed the Recipient name and address with transfer amount. It OMITTED all the other important numbers ( XXXX, XXXX codes, account numbers etc. ). I again requested confirmation of every piece of data that was taken verbally over the phone, and they said they would send that to me on the portal. I look on the portal and its the exact SAME letter uploaded again, missing all the most important data. I am somewhat concerned that the wire has not been received. The hospital said they got a same day wire from another XXXX patient. USAA tells me to wait 15 days and they will look into the status of the wire. I also note that other banks dont require waiting 15 days when something goes wrong with a wireUSAA says " thats our policy and we never deviate ''. 

XXXX I call on day XXXX. The wire is still not received after 15 days. USAA tells me to wait another day because 15 days have not elapsed ( which no one had specified before ). I ask them to verbally repeat ( because they refuse to give it to me in writing ), all the data fields sent. We are shocked to learn that there is no account number on the wire request for XXXX XXXX XXXX, due to USAAs error. They add an amendment to the wire request due to their error/omission and tell me to call back tomorrow to request a dispute and trace. This is not a federal rule ( wait 16 days ), just an internal one for USAAs convenience and cost savings. 

XXXX I call all the regional offices ( XXXX XXXX  XXXX ) of XXXX XXXX XXXX to see if they can locate the funds. All their phones roll to voicemail and are full. I call the XXXX XXXX and they said its best to send an email. I send an email -- no response received as of XXXX. 

XX/XX/year> I call USAA AGAIN on day XXXX, and USAA FINALLY submits a dispute trace. There is no sense of urgency or fault. They have refused to acknowledge their delay tactics only made tracing the wire even harder. If they had caught their own input error earlier, it could have been corrected. Or if they had provided me the written confirmation immediately, we could have confirmed the error faster. They also will not provide ( nor look for it ) the XXXX XXXX information from XXXX XXXX ( XXXX XXXX XXXX  ), so that I can use the XXXX  XXXX  tracking tool myself. They have not credited my account back the lost wire funds. There are no tools for the consumer to find this wire. I am at the mercy of USAA and their desire to find the funds. 

XX/XX/year> No correspondence nor follow up from USAA. No sense of urgency other than we may get back to you in 90 days.

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