I have been a member of USAA for over 10 years and have never had an issue with the bank.  I have had insurance, mortgage, and investment account.  Never had a problem until now.

 

I just started a new job and filled out the direct deposit from my state agency to USAA.  I made the mistake of leaving the last digit of my account number out.  On pay day, I contacted USAA and they told me I had left the last digit out of my account but since there was not other savings or checking account with that number, it would get sent back to the institution who sent the payment. 


Two weeks later when I contacted USAA via chat, they told me the same thing, and they oppened a dispute.  

( 20m 44s ) Ember L: Thank you so much for holding. I've confirmed that no checking
or savings acct exists with the acct number you entered in. When that happens, the
deposit is systematically returned as the previous specialist explained. What I can do
though is still submit a missing credit dispute for you which I'm working on now.

 

The answer to the dispute was the following:

"As a result of our research, funds not received. Refer back to sender to locate, send a letter of indemnity, or provide a 15-digit trace number. We recommend reaching out to the company that sent the credit for assistance".

 

I provided the 15 digit trace number which I got from my employer and they responded with this:

 

"As a result of our research, funds posted as directed to another account and we are unable to move the funds. Refer to sending party. We recommend reaching out to the company that sent the credit for assistance."

 

I am so disappointed with the way which this issue has been handled.  The bank provided me with wrong information from the beguinning and now they are saying the money did go into an account.  The bank was supposed to reject the PRENOTE which was sent from my employer to verify the account number and personal information matched.  Since it was never rejected, my employer transfered the funds.

 

Any other bank would have provided me with the funds afther I provided them with the 15 digit trace number. 

 

USAA: Funds posted as directed to another account and we are unable to move the funds.

 

I know they did not follow the protocols to make sure the funds did not end up in the incorrect account.  I will write to the FCC and file a complaint to try to get my money back.

 

 

 

1 REPLY

@EddieE.,we are sorry to hear of your circumstances with your paycheck being sent into the wrong account. I will certainly have this further reviewed.  Thank you for letting us know what happened. ~JD