Geegee1, I see that you have submitted several comments about Zelle, and I'd like to see if I can help. When was the transaction processed? It is important to note that it will take 2-3 business days for the first transaction to arrive in the recipient's account if the recipient was unregistered at the time the money was sent. Also, please confirm that you registered the correct token (email address/mobile phone number). You mentioned canceling the transaction. Once a transfer is delivered or claimed, it cannot be canceled or recalled (unless it is in pending status). If the transfer is not claimed after 14 days, it will be returned to USAA and credited back to the sender's account. I appreciate the feedback that you have provided about Zelle, and I'll share it with the appropriate folks at USAA. ~Darcy

I transferred money to my husbands account over a week ago and it is still not there. We have called multiple times!! It had no problem being taken from account immediately but then said it would be 1-3 days to get to his and 3-5 if I cancelled it and had it returned. Now they have to put in a work order!! Never have we had this issue...and yes we both registered! Then my daughter transferred money to us to pay a bill...guess what...it's not in our account but it's gone from hers! This is absolutely ridiculous!!!!

I'm very sorry to hear about the difficulties you've experienced with the Zelle service and would like to see if I can help. One of the things that could be causing a delay is how you enrolled in the service versus how your spouse and daughter enrolled. Please confirm if you and your spouse used your phone numbers or email addresses to setup your enrollment. If you sent the money using a phone number but your spouse enrolled using their email, then this definitely could be causing the delay. Please go back into the Mobile App> then into Send Money Settings to confirm and have your spouse and daughter do the same. For additional support please call us at 210-531-USAA (8722), our mobile shortcut #8722 or 800-531-8722. Our business hours are Monday through Friday 6:30am-10:00pm CT and Saturday 8:00am - 6:00pm CT. Thank you! - Darrell

This service is ocmpletely awful.  I have spent a ridiculous amount of time just trying to set up and register a profile.  Then once I did all of that it still didnt work.  I then had to contact Zelle, to no avail.  THey told me to contact USAA, also to no avail.  USAA then told me to call my cell phone provider.   This is beyond rediculous.  I am extremely dissatisfied with this service.  I used to rave about USAA......Not anymore.  

I regret your dissatisfaction with our recent transition to Zelle. I've collected your input and will share with our banking team. We continuously look for ways to improve our services for our members and your comments will help us do so. Thank you for taking the time to post. - Ben

Ive had no issues sending money between my usaa and other usaa members
I have given up today trying to fix this transfer issues. More than 1 week, more than 10 reps between USAA and Zelle and I'm tired. Zelle doesn't work. Used to. E able to transfer from USAA member in a minute and now with Zelle it's days in my case more than a week now and I have done every procedure to the point where the sender and I are now fighting over this transfer. I want it reimbursed to him because I never received it. And no one can help ??? No one knows the answer? I feel everyone is trained just to lie now because no one knows the answers and when they put on hold promising that it will be fixed, you get disconnected leaving you angry and frustrated.
Darcy, the transfer was made 7.6.17. I've followed procedures to enroll. I made multiple calls to Zelle and USAA and no one seem to know the answers. I'm tired of being passed around. Requested to just cancel transaction because no one knows where it is. Tired of retelling my story to reps. I gave up. From seconds to now 14 days. Haaa such a joke.

Dear Geegee1, 

 

I am very sorry to hear you have experienced a lot of difficulty obtaining help. Please allow us time to review this and we will get back to you. Thanks. 

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Zelle is terrible. It's like USAA tried to fix something that wasn't broken, and made it way worse.

The old software for sending funds was very integral into the mobile app. Zelle forces extra verification measures and user text input, each use even after initial setup, and after securely logging into the mobile app with your account credentials and verification.

And even for transactions between people who have USAA accounts (like my financee and I) which used to be easy and seamless, are now painful to perform weekly transfers as we have previously.

We will be switching to another service to manage transferring funds between accounts unfortunately, unless USAA makes the user experience better like it was in months past. Users should not feel the brunt of a server-side change in services, and I figured USAA knew that.