Consumer complaint received 2024-02-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN

Complaint narrative:
This complaint/notification is two-fold! 
I tried to XXXX my friend {$750.00} using what I know to be his current phone number on the morning of XXXX XX/XX/2024. I later that day texted my friend to check his XXXX  because I had not heard from him. He then told me he closed his XXXX  account 12 years ago. I said oh no. I first looked up a number for XXXX  and tried to call, and waited on hold for over 10 minutes to get no one. I then logged into my XXXX  account to try to cancel and the XXXX  website did not allow me to do that, but they did have a button on which I clicked to report a problem with the payment! XXXX supposedly opened up a case ( case # XXXX XXXX XXXX investigate!! I then logged into my bank, USAA, as this was my checking account, and I felt relieved because the money had not come out yet which told me no one had accepted it. It didn't even show it was pending, so I logged out thinking I was good. The morning of XXXX XXXX, I logged into XXXX to check status of my case because I had heard nothing! Surely, a fraud case or one that I reported a problem with, I would get a phone call or email, I would think pretty urgently, but no!! I logged into to XXXX to find they just closed the case, and it shows my money was sent to somebody with a very suspicious email, that does not belong to my friend, but they are using my friend 's phone number, ( XXXX ) with no regard for me whatsoever and said there was nothing they could do!! I then logged into my bank, and saw the money was pending for disbursement. I called USAA to try to stop payment, and they told me since it was pending, it is gone and they could not allow me to stop payment. They only offered the chance for me to stop future payments!! Of course I questioned, what's the purpose of the " pending then ''. No satisfying answer. She did not even try to help, but instead told me that I can dispute the payment once it is no longer pending. Meantime, I had to worry about this all day today and wonder who got a hold of my money and how between the two, XXXX and USAA, could allow this to happen!!! It is beyond me!! I called XXXX again today and waited to speak to someone to see what happened and why the case was just closed without regard or speaking to me at least. I spoke to XXXX ... XXXX ... I was on the phone with her for 10 minutes ; I explained exactly what happened, and she told me that she would have case reopened and do what she could to help and put me on hold ... she came back to tell me that a supervisor was going to call me right back. I said well I'm on my lunch break and asked when they would be calling, and she told me right after I hung up with her. That was at XXXXXXXX XXXX, and no one attempted to call me before XXXXXXXX XXXX. At XXXX XXXX, my phone rang ( no identification but instead a spam risk ) and by the time I answered as I have to step out of my office to take calls, they hung up. It is now XXXX XXXX, and no one else has attempted to call me. The one call that occurred at XXXX was probably not them because there was no voicemail left!! If it were them, they should've tried again until they got me when I'm out {$750.00} and instead of doing all they can to help me resolve this, they clearly could not care less!! I am beyond annoyed, frustrated, disappointed, and upset at their lack of care with this!! I have used XXXX  as my source to transfer/receive funds for years as I thought it was safe and secure. I do not have or want to ever use XXXX. But at this rate, I will be closing my XXXX  upon resolving this issue, and I am hoping you can help me get it resolved. I called the XXXX, and they informed me to go this method. By the way, I have logged into my XXXX again, to see if a case was opened or if I had any messages and I do not. I have heard nothing from them!!!

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