Consumer complaint received 2025-05-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
My Story Began after receiving a mailing offer of 0 % balance transfer to my USAA credit card. Following information being entered according via the QR code that was included in the documentation from USAA, I was asked several questions regarding which non-USAA credit card the balance transfer would come from. I entered the information from my XXXXXXXX XXXX credit card number as requested, however when I was finished and attempted to submit the the request I got an error message stating that my request couldn't be completed at that time. When I checked my checking account the next morning the {$8100.00} from the balance transfer request was debited from my account. I spoke to customer service, then to the fraud department, and finally to the CEO resolution team. I was told I would receive a call before the end of business on Monday XX/XX/2025 ; that call never came. On Tuesday I woke to find that my account was corrected but no one could tell me how it was corrected, in-fact they couldn't even find the first time the amount above was debited from my account. I called the CEO team and told them what I believed was some type of computer glitch in their systems since I never requested the payment of the XXXX XXXX credit card to be deducted from my checking account. My concerns were heard but nothing was really done to prevent this from happening again, in my opinion. On Thursday XX/XX/2025 I asked the resolution team advocate to put a note on my account so that this wouldn't be done again but unfortunately that also didn't get done per my request. When I woke up on Friday XX/XX/2025 my account was debited again with the same result. I spoke to several representatives throughout the week but my account was still erroneously debited {$8100.00}, again. I was told by XXXX on the resolution team and he told me that XXXX was my advocate and that he would put in a request for her to look into the situation, again, and call me back ; about an hour ago I was told that XXXX isn't my advocate. I was told that my advocate was now XXXX who stated she is unable to speak to me today. I am a retired XXXX vet and I live on a fixed income and there are still bills that are scheduled to come out of account on XX/XX/2025 and there is no time now, at XXXX XXXX, for the issue to be resolved which means I have no money until this issue is resolved. I have tried everything in my power to get help for a problem created by USAA and I truly believe this situation needs attention from someone who can help me and other vets like me. My problem is that this was an error on USAA 's part and I was being given every excuse as well as the run around all week. I have completely lost faith in USAA and I will be taking my business elsewhere. This situation has caused me a great deal of stress and XXXX causing me not to be able to eat or sleep. Can someone please help me and get back to me, please.

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