I utilize USAA's online banking. I have made many online transfers between accounts- sometimes between USAA accounts and sometimes to outside institutions. Yesterday I utilized online banking to transfer $700 from my savings account to my checking account. I double checked the donor and recipient accounts and submitted the transfer. The money never arrived. It was sent to a closed account I used to have at another bank.
I called USAA immediately and was told they cannot stop/correct the error and that I would get my money back in about a week when it is returned by the recipient bank. I insisted they credit my account as it was their error, and they would not. Immediately after my phone conversations, I CORRECTLY transferred another $100 from savings to checking, since my original $700 did not arrive and I needed money in the account. I got a confirmation page, that I TRIPLE checked based on the previous error. The money again was not transferred.
I contacted USAA again and again insisted that there is a problem with their system. The "manager" (who sounded about 18 years old and completely inexperienced) spoke down to me and told me it is impossible for the computer to have made an error, and the computer can only do what it is told, so I should just accept that I must have made the mistake. Same mistake TWICE?? I think not! I will be closing my accounts immediately upon the return of my $700.
I offered her the opportunity to keep my business by offering me a $700 credit until the money is returned, but instead of trying to make it right, she refused to accept responsibility and continued to speak down to me until I had enough and hung up.
I have been involved with two transactions where the buyers used USAA for their mortgage. Neither closed on time. The latest one we were left hanging for days, no one there could help, and funding at the end was a major problem. Phone calls were not returned. The title agent who has been in the business for 30 years was in total disbelief of the way they do business. They are truly the bottom of the barrow.
Don't use this company's new stock trading or asset management site. Awful. I used it in the past when it was really good, but they've made some terrible changes that make it appear more like a Monopoly game or Chinese Checkers but not a good trading site. Dumb, dumb and dumber comes to mind. Wow, can't grind in this enough. Lost some $$ too when I moved to another trading site.