Consumer complaint received 2025-03-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC

Complaint narrative:
On XX/XX/XXXX I logged onto XXXX and changed my direct deposit account number from a checking account to a savings account. 
I can provide screenshots that show dates I changed account numbers, and the account number submitted. I omitted a digit, so I submitted XXXX digits instead of the XXXX digit account number. 

On XX/XX/XXXX I discovered I was not receiving deposits so logged onto XXXX and changed to the correct account number. I worked with my employer to contact XXXX and I called USAA. I filed claims with USAA for each missing deposit. 

XX/XX/XXXX = {$210.00} XX/XX/XXXX = {$380.00} XX/XX/XXXX = {$290.00} XX/XX/XXXX = {$270.00} XX/XX/XXXX = {$280.00} XX/XX/XXXX = {$230.00} I called USAA multiple times over the course of XXXX months. Each time I would be connected to a different representative so each time I went through the explanation of missing deposits and the representative would file a claim for each deposit. Each time I was told deposits would be routed to my account in 5-7 business days, but I have never received funds. 
I can provide the call log showing I called USAA fifteen times between XXXX and XXXX trying to get help On XX/XX/XXXX a USAA representative said I needed a letter of XXXX from XXXX. I requested the letter from XXXX and XXXX responded on XX/XX/XXXX that they would not provide a letter of indemnity as they dont have any grounds or evidence that the funds were sent to an incorrect account beyond the employees/clients word and via email. 

XXXX provided a letter which was faxed to USAA on XX/XX/XXXX listing the deposit dates and amounts that were sent to USAA. 
I can provide this letter and the paystubs I can share which match the dates and amounts. 

On XX/XX/XXXX call I was told USAA needed trace numbers of each deposit so USAA could track the money. XXXX supplied the trace numbers on XX/XX/XXXX so I called USAA and reported each trace number. Called back to USAA to check on status and had to give trace numbers two more times. I asked if they could locate the deposits, but USAA would not answer the question. 
I can provide the trace numbers. 

On XX/XX/XXXX My husband sent multiple emails to USAA executives requesting to be assigned one representative since we must start over every time. On XX/XX/XXXX received a call from XXXX from the CEOs team. The remaining phone calls with USAA were with XXXX. 

XXXX XXXX ext : XXXX XXXX On XX/XX/XXXX XXXX advised me that she would be on holiday until XX/XX/XXXX. I called XXXX on XX/XX/XXXX and XX/XX/XXXX requesting a call back to discuss status and next steps but have not heard back. 

In summary I feel misguided by USAA. Each time I contacted USAA I had to start over explaining the case and each time was told it was in process. 

After contacting USAA on XX/XX/XXXX I still did not receive the XX/XX/XXXX deposit.

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