Consumer complaint received 2025-04-10 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CT

Complaint narrative:
Im trying to do a domestic wire from my USAA account to my XXXX account. Sounds simple and straightforward, like something a company calling themselves a bank would or could handle fairly easily and competently, unfortunately for me, USAA is an insurance broker that masquerades as a bank, and they are incredibly incompetent. After 15 years of being a loyal customer this is the treatment- On : XXXX. XXXX XXXX XXXX called- spoke with XXXX XXXXunable to get me verified Says he can not help me, I am signed in online and on the phone with the bank. 
-system says call back same number This will be the theme that pervades me trying and failing to gain access to my own money and have USAA bank stonewalling me for a very simple domestic transfer, to myself. 

XXXX XXXX XXXX Mon.- Called back- Spoke with XXXX XXXXcant access account with information provided I am on the phone and able to verify whatever information they need, also signed in to my online banking account at the same time as I am speaking with XXXX. 
-SOMEONE WILL BE BACK TO ME WITHIN 1-3 CALENDAR DAYS welcome to another reason for my very reasonable concerns regarding USAA, no one contacted me!

-wont let him proceed -hands are tied and *cant transfer to the manager* because of the grey screen. 
-call same number again At this point the frustration had kicked in to put it mildly. I figured that true to their word, they were going to call me back, probably within the next day, apologizing and maybe wave the fee for the transaction to show appreciation for being a longtime customer with multiple products of theirs and no issues whatsoever to this point. Overall a very easy and enjoyable customer, and the way to not deny XXXXXXXX XXXX  veterans access to transfer their own money domestically.

-Nobody ever calls me back from USAA . I get the idea that they are an insurance company masquerading as a bank. Scam alarm starts blaring in my head. 

XXXX. XXXX wed. 
-Waiting too long and receiving none of the promised communication from USAA XXXX XXXX call for wire : Office in texas is closed now? Thats XXXX eastern standard. Goodbye. Hung Up On. 
XXXX Transfer tXXXX XXXX XXXX XXXX- -noted was calling about a wire -transferring to savings -pin trouble possible I want to point out that XXXX can see my PIN numbers to verify who I am. I am also logged into my account again online and none of my banking is frozen or anything, I have full access ( to everything besides transferring my money away from this bank ) XXXX XXXX XXXXunable to verify -USAA wont let me talk with a manager -have to go to Usaa.com/verify, upload picture id Yeah my identification card I just had to blast over the internet is totally more useful than any of the security questions Ive had preset for this exact purpose, or maybe my PIN number, anything that constitutes how I normally use my bank. 

XXXX. XXXX weds. 
Of course no call from USAA. 
XXXX -office is closed XXXX -thanks for being verified -office is closed, nobody completes transfers outside the hours of M-F XXXX central time. 

Obviously this whole situation has been unacceptable and I dont know what about it is illegal but please, where theres smoke theres fire! This place needs a very strong looking into! Please help a XXXX XXXXXXXX XXXX veteran who has been denied access to his own banking account to transfer funds and been stonewalled by a large uncaring corporation. Its not theft but they arent giving me what is mine when Im asking nicely, what is this fraud called?

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