Consumer complaint received 2026-07-07 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Wrong amount charged or received — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
On XX/XX/2026, I initiated a XXXX dollar balance transfer from my USAA credit card for the specific purpose of paying down my own XXXX credit card ending in XXXX. My intent was clear : the transfer was to be applied to my personal XXXX card ending in XXXX, which is my account. The balance transfer shows as Completed on my USAA credit card as of XX/XX/2026. After the transfer went through, I discovered that the XXXX dollar payment was not applied to my XXXX card ending in XXXX. Instead, USAA informed me that the funds were sent to and credited on a completely different XXXX credit card account ending in XXXX. I do not know the person whose card ends in XXXX, I have no relationship with them, and I never authorized any payment to that card or cardholder. The result is that XXXX dollars of my USAA credit card balance was used to pay down a strangers XXXX card ending in XXXX, while my own XXXX card ending in XXXX remains unpaid. I contacted both USAA and XXXX immediately after discovering the error. XXXX has stated that because USAA originated the balance transfer, USAA must initiate any error investigation, cancellation, or recall of the funds. USAA has repeatedly told me to call XXXX, but has not clearly committed to treating this as an erroneous transfer or to using their errorresolution or fundstransfer processes to attempt recovery of the XXXX dollars from the wrong account. On a threeway call with both institutions, XXXX maintained that USAA, as the originating bank, needed to initiate any recall or correction. USAA pointed to the transfer status as Completed and claimed it could not be modified or canceled, yet did not provide a clear written plan to investigate and recover the funds that were sent to the wrong card ending in XXXX. As of now, I am being told to continue making normal payments on my actual XXXX card ending in XXXX, because the mistaken transfer did not pay my debt. This means I am currently : Carrying a XXXX dollar obligation on my USAA credit card ( for a balance transfer ). Still owing my full balance on my correct XXXX card ending in XXXX. Watching a stranger with a XXXX card ending in XXXX benefit from a XXXX dollar payment funded by my USAA account. I am very concerned that : USAA is not appropriately treating this as an error or mistaken transaction and is not clearly initiating a recall or recovery of the funds sent to the wrong card ending in XXXX. XXXX and USAA are deflecting responsibility between each other instead of providing a coordinated, documented plan to correct this serious error. I face significant financial harm if XXXX dollars remains applied to a strangers debt while my own debt to XXXX remains unpaid, and I continue to accrue interest, fees, and possible credit impacts. What I am requesting : I respectfully request that the CFPB require USAA ( and, as needed, XXXX ) to : Conduct a formal investigation into this mistaken balance transfer initiated XX/XX/2026 and completed XX/XX/2026, including how a payment intended for my XXXX card ending in XXXX was sent instead to a strangers card ending in XXXX. Initiate and fully cooperate in a recall or recovery of the XXXX dollars from the wrong recipients XXXX card ending in XXXX, and ensure the funds are either returned or correctly applied to my XXXX card ending in XXXX. Correct my accounts so that I am not financially harmed by this error, including removing or adjusting the XXXX dollar obligation from my USAA card if the funds can not be recovered, or ensuring the payment properly satisfies my intended XXXX debt. Reverse or remediate any related interest, late fees, or negative credit reporting on my USAA or XXXX accounts that result from this mistake. Supporting information and documents : I can provide or attach the following supporting materials : USAA credit card statements showing the balance transfer of XXXX dollars initiated XX/XX/2026 and marked Completed on XX/XX/2026. Any written confirmation or communication from USAA acknowledging that the funds were sent to a XXXX card ending in XXXX, which is not my account. XXXX statements showing that my card ending in XXXX did not receive the XXXX dollar payment. Notes and records of my phone calls and threeway conversations with USAA and XXXX, documenting that XXXX is directing correction responsibilities to USAA as the originating bank, and that USAA has not provided a clear errorresolution or recovery plan.

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