Consumer complaint received 2026-04-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: LA

Complaint narrative:
This complain is related to complaint XXXX. In XXXX of XXXX I did a balance transfer of about XXXX from XXXX to USAA. The balance updated on the USAA side. However, the funds to pay the XXXX balance were not received. Ive contact USAA about this numerous of times. They have admitted the money was sent to a bank account that is not mine. A member of the CEO office named XXXX called me. I missed his call however Ive called back several times. No answer. Ive since received a letter from USAA stating I am responsible for the XXXX with USAA and I also have a XXXX balance with XXXX. I can not afford to pay both. Thats why I didnt the balance transfer. Seems like I would be in a better less stressful situation if I would have never contacted USAA for a balance transfer. But I received a promotional email stating if I did a balance transfer I would have 0 percent APR for a while. Seems like I was scammed. Not only did I not get the APR my account was not paid and they are holding me liable for the balance with USAA. Here is a time line of events : XX/XX/XXXX I authorized a {$14000.00} balance transfer with USAA Federal Savings Bank Fee charged : {$700.00} XX/XX/XXXX USAA confirmed the transfer was completed 0 % APR applied I relied on this confirmation XXXX XXXX XXXX I reported issue : XXXX Bank did NOT receive funds USAA response : Transfer is complete Contact XXXX XX/XX/XXXX I paid {$840.00} toward the balance XX/XX/XXXX I formally disputed the transaction Reason : XXXX still had not received funds XX/XX/XXXX USAA opened investigation Provisional credit issued XX/XX/XXXX USAA requested XXXX account/card information I submitted all requested information XX/XX/XXXX USAA denied dispute Stated : We do not have enough information to proceed with your dispute Provisional credit reversed USAA position : No issue / transaction valid XX/XX/XXXX I opened a second dispute Reason : XXXX account still not paid XX/XX/XXXX I filed complaint with the Consumer Financial Protection Bureau XX/XX/XXXX USAA sent you the Proof of Payment ( XXXX Case # XXXX ) Shows payment was processed but not to your account XX/XX/XXXX XXXX closed your dispute Reason : Information is for Balance Transfer case Meaning : This is a sending bank issue ( USAA ) XXXX not a XXXX issue XX/XX/XXXX I filed second CFPB complaint Submitted XXXX statements XXXX Nov XXXX XXXX ) Proof funds were never received XX/XX/XXXX XX/XX/XXXX ( Ongoing ) Case escalated internally at USAA 90-day review opened Provisional credit reissued XX/XX/XXXX USAA CEO office ( XXXX ) called I returned call no response XX/XX/XXXX ( TURNING POINT ) CFPB response from USAA states : Funds were sent to an account you do NOT own You attempted follow-up call to XXXX no response XX/XX/XXXX Final USAA Letter USAA states : Transaction is valid Attempt to retrieve funds failed You must contact XXXX to recover funds I am responsible for repayment XX/XX/XXXX - Called XXXX XXXX, no answer XX/XX/XXXX - Called XXXX, no answer

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