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Briana Hartzell USAA's avatar User  Briana Hartzell USAA Money Matters Blog | ‎10-02-2017 08:00 AM

Your Questions on Zelle Answered

USAA-Memeber-Community-Zelle-Image.JPG

There have been quite a few questions in Member community about Zelle and we want to make sure all your questions and concerns are addressed. I sat down with Kiyanna Garland to give a few more details about USAA and Zelle. Kiyanna Joined USAA in 2004, and works in the Bank Money Movement team as a Product Management Director. She is the Experience Owner for Person to Person (P2P) transactions.

 

USAA-Member-Community-Kiyanna.jpg

Why Zelle and what are the advantages?

Zelleis the new way to send and receive money quickly, safely, and securely between almost any U.S. bank account within minutes using a mobile number or email address. The experience of Send Money with Zelle℠ is available within the USAA mobile banking app.

 

How do I set it up?

Here is a step by step with photos, but members must also:

  • Be 18 years of age
  • Complete a one-time enrollment
  • Have a valid email address or mobile number that has not been previously registered in the Zelle network
  • Have a USAA FSB checking or savings account that is at least 10 days old

When should I use Zelle?

Zelle can be used for the everyday experiences such as paying friends or family for your share of the dinner bill or to send funds for birthday gifts.

 

When should I use transfer funds (and where do I find it)?

You should use Transfer Funds when moving money between bank accounts you own, USAA and non-USAA. To do this, tap “Transfer” from the tab bar in USAA mobile app, located at the bottom of the screen on iOS devices and at the top of the screen on Android devices

 

If you are like member Pittsburgh75 who is not receiving notifications, please do the following:

  • Ensure that text messaging short codes are enabled for your mobile phone.  The short code is 698722.
  • If you are on Sprint or T-Mobile, you will need to call your carrier and enable short code messaging for USAA one time codes to be received.
  • You will need to check delivery preference settings in the USAA app to ensure text message delivery is on for messages sent by USAA.

 

I just started using Zelle, where is my money?

It is important that your senders know which email address or mobile number you have enrolled with. Money must be sent to a registered email address or mobile number.  If you get a notification from Zelle/ClearXchange that someone has sent you money, you must register the email address or mobile number that the notification was sent to. It is also important to note that when you register, it may take between 1 and 3 business days to receive your first payment.

 

We encourage you to share your feedback and experience here in community like member “Navy EOD” who has used Zelle successfully to send money!

 

Still have questions? Please post in the comments.

 

Helpful Inks:

FAQ Sending Money with Zelle

Send Money with Zelle

Money Transfer How To

 

About the Blogger: Briana Hartzell is a Navy spouse, mother to two beautiful girls (3 years and 1 year), a former full time USAA employee and a graduate of Texas A&M University. Briana writes at Being Briana, a blog focused on the joys that military life and parenthood can bring.

 

Zelle and the Zelle related marks and logos are property of Early Warning Services, LLC Fees may apply for non-USAA customers. Mobile carrier fees may also apply Funds transfer applies to U.S. accounts only.

EN2_GEN5300_Zelle_Setup: At this time, USAA members may only send to and receive from financial institutions in the Zelle network

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Comments
by embellydance
‎10-07-2017 09:06 AM

My experience using Zelle was a complete failure. I lost $175 trying to transfer it to someone who uses a different bank. No one can tell me where my money is. I followed the instructions the best I could. The recipient said she couldn't access the funds. There was no way for me to cancel the transaction. This was early August. The money never bounced back to me. I have contacted Zelle and USAA mulptiple times, have spent multiple hours and experienced many headaches trying to find my money, but I have been unable to get my money back. There is someone working on my case but she is often out of the office and she is very difficult to get ahold of. I wish my case could be transfered to someone else. I just want my money back. Image if I had tried to transfer a larger sum like my rent? There are major bugs in this system and extreme risks to USAA users and it is my impression that USAA is unable to acknowledge or address these problems. I would greatly welcome a phone call from someone higher up at USAA who works on Zelle issues or the Zelle user experience. I want my money back but I also want to prevent any other customers from going through what I have experienced.

My experience using Zelle was a complete failure. I lost $175 trying to transfer it to someone who uses a different bank. No one can tell me where my money is. I followed the instructions the best I could. The recipient said she couldn't access the funds. There was no way for me to cancel the transaction. This was early August. The money never bounced back to me. I have contacted Zelle and USAA mulptiple times, have spent multiple hours and experienced many headaches trying to find my money, but I have been unable to get my money back. There is someone working on my case but she is often out of the office and she is very difficult to get ahold of. I wish my case could be transfered to someone else. I just want my money back. Image if I had tried to transfer a larger sum like my rent? There are major bugs in this system and extreme risks to USAA users and it is my impression that USAA is unable to acknowledge or address these problems. I would greatly welcome a phone call from someone higher up at USAA who works on Zelle issues or the Zelle user experience. I want my money back but I also want to prevent any other customers from going through what I have experienced.

by USAA Service
‎10-07-2017 09:12 AM

embellydance, I totally understand how frustrating this is. I was able to locate who you have been in contact with and have reached out to our subject matter experts to take another look at what happened with your transfer. Once we have additional information for you, we will be in contact with you. -Marisa

embellydance, I totally understand how frustrating this is. I was able to locate who you have been in contact with and have reached out to our subject matter experts to take another look at what happened with your transfer. Once we have additional information for you, we will be in contact with you. -Marisa

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