Consumer complaint received 2025-11-13 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
I have tried continuously to make a wire transfer since XXXX XX/XX/year>. I have about XXXX hours into a simple process with USAA and can not get a resolution to utilize my funds that are trusted with a federal institution. 

On XXXX XX/XX/year> I started the wire transfer process with USAA. I completed the entire process and then was told that I had to listen to a message. Upon being transferred to a non related message I was disconnected. The USAA representative di call me back ; however with the same results. The second time the rep did not call me back. I called USAA back and was told that I would have to complete the whole process again. I was disconnected again and then no one called me back. I called USAA back ( third time ) and asked to speak to a XXXX, The XXXX informed me that there was nothing he could do. I asked him why I was not called back and he said wire transfer can not call you back. He absolutely lied because Iwas called back the first time and later I was called back. 
Since XXXX XX/XX/year> I have attempted numerous times with the same result. I have requested a Director level call me ; however it is XXXX XXXX and no one from USAA has reached out to me ( 7 days ) - unacceptable! 

On XXXX XX/XX/year> I was able to complete a Wire Transfer with XXXX. XXXX was very professional and informed me she could call me back if there were any issues. The wire transfer was complete and I received email confirmation and an electronic notification thru my account and my account showed the wire transfer. 

On XXXX XX/XX/year> at XXXX I noticed the wire transfer was reversed on my account. No one at USAA called me or informed me. 

On XXXX XX/XX/year> at XXXX I called USAA and no one could tell me why my transfer was reversed. The USAA rep told me there were no notes on the reversal. 
I asked to speak to a XXXX and the only thing I received from the XXXX was she read me my legal rights like I did something wrong. 

I have been a USAA member for a long time. USAA is horrible in all aspects of banking. You can read online all the issues and USAA should not be allowed to be a federal bank. I doubt USAA will respond or call me back. On XXXX XX/XX/year> at XXXX XXXX  I demand a USAA XXXX call me or I will need to seek legal aid ( 100 % Disable Veteran ) thru various Veteran Legal Entities in order to be able to use my funds as needed. 

This should never happen. If any banking institution does anything with a consumers money - the institution should no why and I should have been called immediately ; especially since I received confirmation. Legal decisions are made based on that confirmation. 

The wire transfer was going to XXXX XXXX. They received the confirmation and I invested accordingly. 

XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX 100 % XXXX XXXX  ( XXXX ) XXXX XXXX XXXX

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