We did not feel comfortable with the transition of 529's outside of USAA to another company and elected to close it. When we did the new 529 managers sent the funds via direct deposit to an old account that was closed. Now they cannot find our funds. They lost our money are are doing nothing to remedy it. After almost 18 years with USAA we will likely be leaving and not using any of their services. Their customer service is not what it once was.
I have spent close to three hours on the phone and now am waiting for a call from a Senior/ Manager on the 529 side. Again, we did not want to deal with an outside entity. (one more line of coordination in a hectic life.) Now after three hours on the phone I have a senior USAA (Banking) agent says "It is the bank's position that it is on the 529 Managers side they have to assist," and "well you should get a check or maybe it will go back into the CLOSED 529." Then when transferred to the 529 managers they say well "we are waiting on the bank (and ACH). " THAT IS EXACTLY why we chose to close the fund....each pointing the finger and neither will just step up and fix it or provide resolution. The "5 banking days" has turned into "likely 10 banking days due to 5 to the bank and 5 back from the bank" and a "hopefully we will see something Tuesday."
If it does go back into my 529 will I get less back at the end of that day due to daily rates at closing. Or what about Taxes?
USAA someone step up, take ownership, and fix the issue?
Jay1979 - This is not the kind of experience we want for you or any member.I understand the seriousness of the situation. I have located your information and will engage a specialist to review the details. Thank you for speaking up today. - Jason