Consumer complaint received 2026-06-10 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: FL

Complaint narrative:
The incident that I will describe involves USAA Federal Savings Bank. Specifically, this complaint is predicated on a single unauthorized ACH transfer from my USAA checking account to an unknown ( to us ) persons XXXX XXXX credit card via my USAA checking account bill pay application. On XX/XX/year>, at approximately XXXXXXXX XXXX, I was reviewing our USAA checking account activity online. I noticed a newly listed, pending ACH transaction from our USAA checking account ( ending in XXXX ) for {$4600.00} toward a XXXX XXXX credit card payment for a credit card account ending in XXXX. We do not have a XXXX XXXX credit card. We do have a XXXX XXXX mortgage. That monthly payment is {$2300.00}. Immediately, I called USAA to report the unauthorized transaction and stop the pending payment from going through. I spoke to XXXX USAA customer service representatives. The first representative, XXXX, explained that they would open a dispute ( Case # XXXX ). I was informed that the dispute investigation resolution could take up to XXXX business days. He said USAA did not have a way of stopping a pending ACH transfer charge from being processed. He said he would be able to stop future transactions with XXXX XXXX. XXXX provided me with the name of the individual who owned the credit card receiving the payment. This person was unknown to us. I asked XXXX to set up a new checking account to avoid any further money being taken out in case of additional fraud. He transferred me to another rep named XXXX. XXXX attempted to open a new account but was unable to add me to it because XXXX reportedly had a glitch in its system. She was unable to see where my wife had signed and could not forward the XXXX forms to me for my signature. After many failed attempts, she decided that it was best to send the documents to my inbox at USAAs site. I was instructed to print the pages, have my wife and me sign them, and send the forms back to USAA via snail mail. She said this process takes at least XXXX business days. XXXX then transferred me to another representative named XXXX. XXXX was unable to fix the system glitch preventing XXXX from working. I asked her, Why cant I.T. ' be called to resolve this glitch? She explained that USAA does not have an I.T. XXXX in real time. I realized I wasnt getting anywhere, so after XXXX hours, I ended the conversation. At XXXX XXXX I called USAA to see if the glitch had been corrected. I spoke with a representative named Destiny. Unfortunately, they were unable to reverse or delete what XXXX had attempted to do, which was to resend the new docs for signatures. On XX/XX/year>, at XXXX XXXX, I discovered that the pending charge had gone through and was now POSTED. I called USAA and spoke with XXXX, who transferred me to XXXX, who transferred me to XXXX. They just repeated the same pleasantries that the other agents said. They want me to sit back and wait for the outcome of the dispute case. I asked for a guarantee that I would recover my money, and they were noncommittal. Seeing that I was getting nowhere. I ended that conversation. At XXXX am on XX/XX/year>, I called back. I spoke with XXXX. She said that USAA does not have a way to process a reversal, even for an unauthorized or possibly fraudulent ACH transfer. USAA has a provisional credit, but they have discretion over who they issue these credits to. It hasnt been issued to me. She suggests that I continually monitor my account. All of this could have been avoided if USAA had not released the funds associated with the unauthorized, possibly fraudulent ACH transfer. This is especially frustrating since I called USAA promptly as required, while the unauthorized ACH bill-pay transfer was still pending and had not yet been completed. I will file a police report regarding this unauthorized ACH transfer as I suspect fraud, compounded by USAAs failure to take timely, meaningful action. I have opened new accounts with other banks based upon my lack of confidence with USAA, despite a XXXX relationship with them.

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 monetary relief