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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163 Comments
embellydance
Contributor

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.

USAA Social Service
USAA Service
USAA Service

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

TravelSmart Woman
Contributor

I absolutely HATE Zelle. It was so much easier before!

 

I have tried to send money twice--it gets deducted from my account, but the other person (also a USAA member) does not receive it. Apparently Zelle doesn't work with T-Mobile or Sprint. And not all banks are in the Zelle system.

 

How can you have been so short-sighted? 

 

How can I get my money back?

 

Do not bother to write and tell me you "understand" how frustrating this is. Or to be patient. This is a complete disaster. Fix it. NOW!

USAA Social Service
USAA Service
USAA Service

TravelSmart Woman - I'm sorry for any frustration you may have experienced. I'd like to look into this for you. Please allow me a few minutes to review your transfer. I'll post a message in the secure message center on the USAA website once my research has been completed. Thanks again for reaching out - Tricia

dislike change
Occasional Visitor

I use Zelle once a week to send money to my sister (also a USAA member) and while I've never had money dissappear like some of the others on here I always have trouble getting a transfer done.  I have to click on the send money with Zelle buttom at least 2 dozen times until I finally don't get an error message about it being unable to initiate a transaction.  I miss the old reliable way to send money to another USAA member, I don't care if I could use Zelle to send money to anyone else who has a bank account somewhere else, who then also must sign up for Zelle and it's a gamble if they will even receive their money.  Can you just bring me back the send money to other USAA members, you can keep the unreliable Zelle for anyone else who wants to use it but I absolutely hate having to use it.

USAA Social Service
USAA Service
USAA Service

dislike change, I understand that you wish for us to return to the old standard of the Send Money feature. I will share your comments regarding this matter with our banking team. Feedback is important to help us identify areas of improvement. Thank you for taking the time to post. - Ben

batman23
Prestigious Contributor
At least have the ability to send money to other usaa members via the transfer. Zelle works and then it doesn’t
RR62
Occasional Visitor

My usage experience with Zelle for USAA accounts has been a good one, with one exception.  The daily limit of $1,000 is too low.  Other banks have Zelle daily limits as high as $2,500.  I want to use it to pay my rent each month.  This seems to me to be a very common use case to consider for serving the USAA customer.  The problem is my rent is more than $1,000!  A recent study done by Time Money shows that this is true for over half of America (median is $1,234 for a one bedroom apartment).  For this target market and use case, USAA delivers “customer delight” for less than half of customers.  Whatever the rationale went in to the current limit, please know that, what otherwise would be a very delightful experience for me is made bad because I have to split a regular payment into two parts, each on different days.  And I am reminded of this annoyance monthly.

 

i suggest raising the daily limit to $1,500 - at least you would serve more than half of customers wishing to pay rent each month!

 

http://time.com/money/4359971/average-apartment-cost-us-cities/

Robert Z
New Member

A quick Google search shows the following banks offer recurring Zelle payments through their banking app as of December 2018:  Bank of America, Navy Federal Credit Union, Ally Financial Bank, BB&T, Wells Fargo, and PNC Bank, but not USAA.  Like the commenter above noted Zelle is commonly used to make monthly rent payments.  When will the USAA add the feature to allow for Zelle recurring payments on the banking app?   Thanks. 

USAA Social Service
USAA Service
USAA Service

@Robert Z, we currently do not know when recurring transfers will be available. I will be happy to forward feedback to our leadership team. Thank you. - Rhonda

Amwaj
New Member

I recommend using Paypal or some other service outside USAA that provides consumer protections with transactions. I was recently the victim of fraud when transferring money for event tickets though Zelle. I was not aware that USAA provides no protections with Zelle even though they advertise the service as the primary (and only) means of transferring money. USAA informed me that they would not help since Zelle is a 3rd party service and that I would need to contact Zelle. Zelle informed me that that would not help and that I needed to contact USAA. The transaction can be easily traced to the perpetrator's bank account to recover the money, but USAA would rather claim no responsibility for the service that is baked into their mobile app and website.  I'm stunned. I felt comfortable using Zelle since USAA seemingly backs the service, and I thought I could rely on USAA to provide consumer protections. That's not the case. A quick Google search will show you that Zelle is commonly used to commit fraud and multiple USAA members have been the victim of fraud through Zelle. Avoid using Zelle and research any USAA products you use before blindly trusting USAA.

USAA Social Service
USAA Service
USAA Service

@Amwaj, yikes! We are sadden to read your post and would like the opportunity to review your situation further. I have engaged an account specialist to have a look.  Once this has been completed, we may follow up with you.  Thank you for your post.

Kate_J
New Member

Seconding the request for recurring transfers.  My condo association switched to Zelle because all of the other owners' banks have it fully implemented (i.e. with sensible dollar limits and recurring payments).  Meanwhile I'm back to the 1980s having to remember each month to send a manual payment.   I know USAA prides itself in serving its members, so please consider this yet another member telling you what we value most.

FritzW
New Member

I am unable to see comments from a few months ago that were included in the notes portion of the Zelle payment screen on my app.  Is there a way to see all of the historical payment notes associated with Zelle payments for the year 2018?

USAA Social Service
USAA Service
USAA Service

@FritzW, That's a great question. Account activity with the Zelle would be reflected in the USAA Mobile app. Select "Send Money with Zelle" then scroll to the bottom of Activity. Keep in mind that your Zelle transfers would be reflected on your monthly account statement which you can retrieve in your My Documents section of usaa.com. - Ben

XYZ Customer
Visitor

The $1000 daily limit is just too low. Please increase the limit to at least $2000 .

USAA Social Service
USAA Service
USAA Service

@XYZ Customer, I understand your concern about the limit for Zelle. Limits are placed for the security of our members. However, I will share your concerns regarding this matter with our bank team. We continually look for opportunity to better serve our members and your feedback will help us do so. Thank you. - Ben 

TROMI
New Member

ditto---When will the USAA add the feature to allow for Zelle recurring payments on the banking app? Thanks.

 

And if not, why not?

USAA Social Service
USAA Service
USAA Service

Great questions @TROMI. I do not see when that feature may appear, so I am going to forward your feedback. We do have the Web Bill Pay feature for your recurring payments now on the app and online. Thank you   ~Tom

XYZ Customer
Visitor

Any news on increasing the $1000 limit? I understand that it's for security but it's getting in the way of usability. There has to be a balance. Most banks have at least $2000 daily limit. 

USAA Social Service
USAA Service
USAA Service

@XYZ Customer, Thank you for your inquiry. The $1,000 daily limit has not changed. I will share your feedback with the appropriate folks at USAA. ~DC

Golf2Much
Occasional Visitor

My dad sent me money on 05/08/19 that deposited instantly, and then sent another round of money on 05/09/19 and it has yet to deposited. In the USAA app and Zelle screen it shows pending? Is there an issue with this transaction?

USAA Social Service
USAA Service
USAA Service

@Golf2Much, we'd be happy to review the transaction. Please call us at 210-531-8722 or chat with us. From the USAA website, you can chat with us by selecting "Reach a Representative", "Contact USAA" or "Ask USAA". From the USAA Mobile App, you can select "Help" and then "Get Contact Options".  ~DC

db14
Occasional Visitor

+1 on increasing the Zelle limit.  $1,000 is ridiculously low.  Plus I sent someone $350 last night and my limit tonight is only $650.  I don't know how long it takes for the first one to clear out.  I think $2,000 is too low as well but it's twice as good as $1,000.  How about a user-specified limit or at least the ability to increase it temporarily as needed (like you can do with ATM withdrawal limits)?

USAA Social Service
USAA Service
USAA Service

@db14, the $1000 limit is a rolling 24 hour period. So after 24 hours of your first transfer it will be reset. I appreciate this feedback you have shared. I will be sure to submit this to the proper area for further review. ~ Sam

PodDoc85
New Member

The $1,000 limit is compeltely ridiculous.  Other banks have a much higher limit, and frankly this is insulting.  Please consider raising your limit.  As it stands I'm transferring my money to Chase for my rent payments until you can sort this out.

USAA Social Service
USAA Service
USAA Service

@PodDoc85, I regret your frustration with the Zelle daily limits. I will share your comments regarding this matter with our bank team. Please let us know if you need further assistance. - Ben

banking user
Occasional Visitor

The consistent complaint is that the limits are too low and that's been said since January 2018. 

Almost 18 months later, no change.

 

 

$1000 limit makes this largely unusable.

USAA Social Service
USAA Service
USAA Service

@banking user, I regret your disappointment with the Zelle transfer limit. I will share your comments regarding this matter with our bank team. In the meantime, please let us know if you need additional assistance. - Ben

BobbiinWashington
Occasional Visitor

We need the ability to set up reoccuring payments via Zelle.  Other banks have made this possible why can't USAA?  I agree that the daily limit is not reasonable and should be raised.  You should be making things easier not more complex. 

USAA Social Service
USAA Service
USAA Service

Thank you for this feedback @BobbiinWashington. We do have the option for you to set up recurring transfers using the funds transfer feature online. This will allow you to add an external account and set up automatic transfers. Hope this helps.

ARod101
Occasional Visitor

My two 18 year olds were telling me about this and I had no idea what they were talking about, now I do.

Briana Hartzell USAA
Administrator
Administrator

Thanks for commenting @ARod101. Hope you have found this information helpful .

 

Please let us know if you have additional questions!

 

Thanks again for posting.

George H
New Member

Please raise the limit for daily transfers to $2500.  USAA's current daily limit of $1000 is too low.  Most other banks (Bank of America, Wells Fargo, Chase, etc) have limits far in excess of $1000.  Why not USAA?  Having such a low limit really diminishes the usefullness of the platform.

USAA Social Service
USAA Service
USAA Service

George H - Thanks for the feedback. I have shared your request with the appropriate teams. Thanks for adding your voice to the conversation. - Jason

Jmarr
New Member

I'm trying to receive a rent payment of $1,600 but the sender (non-USAA Zelle user) is unable to send through Zelle. On the sender's side it mentions a limit issue on the receiving end (my end). I am aware of the $1,000 24-hour rolling limit to send, but is this limit also applied to receiving money?

USAA Social Service
USAA Service
USAA Service

Hello @Jmarr, we do not have any limits on receiving funds. This may be something their bank has set up in regards to their limits. They can also try to send a wire transfer. -Colleen

Bd2595
New Member

Actually Zelle has not worked for me at all.  I have tried for two days to transfer money to a person who has an account at another bank, I get the error "Unable to complete transaction at this time. Try again later."  I have been trying for TWO days.  It doesn't work.  I reviewed the sign up information and didn't make any mistakes but still it doesnt' work. 

USAA Social Service
USAA Service
USAA Service

@Bd2595, I'm sorry to hear you're experiencing issues when attempting to transfer funds using Zelle. So we may take a look at the error, please reach out to our Deposit Specialists at 210-531-8722. Thank you. ~ Lori C

Pichichi
Occasional Visitor

I've used Zelle without a problem numerous times (both send and receive), knock on wood! The only downside to this service is that it's only available in the mobile app. It would be great if it was also available in the desktop website. Multiple banks already allow their account holders to use Zelle via their online banking website, so I don't know what the hold up is with USAA. :(

USAA Social Service
USAA Service
USAA Service

@Pichichi, thank you for sharing your experience with Zelle. I understand that you would like to utilize Zelle from the USAA website. I'll share your suggestion with the appropriate team at USAA. ~DC

Frosty124
Contributor

I have been using Send Money with Zelle since USAA introduced it on the app. I live in Germany, but obviously have a US Account with USAA, and it has always worked just fine with my Samsung S7. I recently upgraded my phone to an S10e, and have a work phone that is an S8.

Send with Zelle does not work on either phone. I only get the message "Unable to initiate a Send Money transaction." I tried it on my old S7, and it still worked fine. I have cleared cache, cleared data, uninstalled and reinstalled the app, reallowed all permissions. Nothing. Still getting the error.

I have seen in the threads that this has been an ongoing issue with many since August 2017. This needs to be fixed.

Best,
Frosty124

USAA Social Service
USAA Service
USAA Service

@Frosty124, have you tried to uninstall the USAA app and then reinstall it again on the new phones? 

clubsandwich
New Member

Please raise the daily limit! I really need to be able to pay my rent via Zelle, but it's more than $1000. The post office keeps losing my checks - and who wants to deal with checks anyway when Zelle is otherwise so easy. Other banks have much higher limits. And many people have rent just as high. 

USAA Social Service
USAA Service
USAA Service

@clubsandwich, Thank you for reaching out about the Zelle limits. I will forward this feedback. Another option you may investigate is to transfer your rent via "funds transfer between bank accounts" as opposed to Zelle. You would need the destination account info (routing and account number) but you would not be restricted to the $1000 limit. Check this link please Money Transfer How To   Hope this helps! ~Tom

ozzy032
New Member

I love Zelle. I've used it for many different reasons and sent money to many different people. But there is no option for making recurring transfers for some reason. I make the same payments to the same people weekly with this system. Why do I have to remember to do this every week? When will a recurring payment option be added to the app? It seems it's available through other banks. Why not USAA?

USAA Social Service
USAA Service
USAA Service

Hello @ozzy032, this is currently not an option with Zelle. We do offer a funds transfer option which will allow you to set up recurring transactions. You are able to add external account online under funds transfers if you would like to set up the recurring transfers. -Colleen

roc-noc
New Member

Selling a truck to another USAA member.  Sure would be nice to use Zelle with higher limits.  He is paying $9000.

 

This is a Sunday / Monday Holiday weekend.

USAA Social Service
USAA Service
USAA Service

Thanks for the feedback, @roc-noc. I'll ensure it's provided to the appropriate team to use during the next service enhancement. Have a happy and safe holiday weekend. - Cathleen

EJ94
Contributor

I have a friend that sent me money through Zelle(she has a Navy Fed) to my USAA account and has sent 2 different payments. Neither of those have come through to me but have taken out of her account and no one can figure it out for us.