Consumer complaint received 2026-01-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC

Complaint narrative:
CFPB Complaint Repeated USAA ATM Cash Deposit Failures ( Corrected Year Not a Duplicate ) Company : USAA Product : Checking Account / ATM Services Issue : Problems making deposits or withdrawals Sub-issue : ATM malfunction preventing cash deposits Important Clarification ( Not a Duplicate Complaint ) This complaint is not a duplicate of a prior CFPB submission. I am filing a new complaint because my previous complaint was closed and contained an unintentional clerical error regarding the year. 

The incidents described below occurred in XXXX, not XXXX. The incorrect year in the prior complaint resulted in confusion during review. Because the prior complaint is closed and can not be amended, I am submitting this new complaint to ensure the record accurately reflects the correct timeframe. 



Complaint Narrative I am submitting this complaint regarding repeated cash deposit failures at multiple USAA ATM locations in XXXX, North Carolina, occurring on different dates in XXXX. These issues are not related to my account or the cash being deposited, as the same money was accepted at other ATMs without any issue. 

This appears to be an ongoing problem with specific USAA ATMs, requiring customers to go out of their way to complete basic banking transactions. 



Incident XXXX XXXX XXXX XXXX XXXX XXXX ( On or Around XX/XX/XXXX ) On or around XX/XX/XXXX, while on my way to work, I attempted to deposit cash at the following USAA ATM : XXXX XXXX XXXX, XXXX, NC XXXX ( Near the military gate at XXXX XXXX, close to my workplace ) The ATM repeatedly malfunctioned and kept spitting the cash back out instead of accepting the deposit. This deposit was time-sensitive, as I needed the funds deposited before a cutoff time in order to transfer the money and pay my XXXX water bill on time. 

If the ATM had worked properly, I would have been able to complete the deposit quickly, transfer the funds, and make the payment before the deadline. Instead, because the ATM would not accept the cash, I was forced XXXX XXXX approximately XXXX minutes in the opposite direction to another USAA ATM located at : XXXX XXXX XXXX XXXX XXXX, NC XXXX The USAA ATM at XXXX XXXX XXXX XXXX the same cash immediately with no problems, confirming that : There was nothing wrong with my money There was nothing wrong with my account The issue was isolated to the malfunctioning XXXX XXXX ATM Despite locating a working ATM, the delay caused by the malfunctioning XXXX XXXX ATM resulted in : My XXXX water bill not being paid on time Additional inconvenience and disruption on my way to work If needed, I can attempt to obtain a more exact date by contacting the XXXX XXXX XXXX XXXX XXXX regarding the late payment. 



Incident XXXX XXXX XXXX XXXX XXXX ( XX/XX/XXXX ) More recently, in XX/XX/XXXX, I experienced another cash deposit failure at a different USAA ATM : XXXX XXXX XXXX XXXX, XXXX, NC XXXX ( XXXX XXXX / parking lot ) This ATM failed to properly accept my cash deposit. Because of this failure, I again had to go out of my way to access my money. I ultimately had to use a XXXX XXXX ATM to deposit the cash and then transfer the money to myself into another bank account. 

I should not have to rely on another banks ATM or create workarounds to deposit my own money when I am using USAA ATMs. A USAA ATM should work the first time, especially when there is clearly nothing wrong with the cash, as it is accepted elsewhere without issue. 

Whether the issue is related to bill-recognition sensitivity, calibration problems, or lack of proper maintenance, USAAs ATM equipment is not functioning reliably and needs to be corrected. 



Requested Resolution I am requesting that USAA : XXXX. Inspect, service, repair, or replace the malfunctioning ATMs at : XXXX XXXX XXXX, XXXX, NC XXXX XXXX XXXX XXXX, XXXX, NC XXXX. Confirm that no attempted deposits were mishandled or improperly logged XXXX. Address any late fees, penalties, or negative impacts, including the late XXXX water bill, that resulted from these ATM failures XXXX. Ensure USAA ATMs are properly maintained and reliable, so customers do not have to drive to multiple locations or use other banks ATMs to complete basic cash deposits

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation