USAA Credit Card Transactions not Updating on mint.com

[Tcjake1984]

As of November 1st, I’m using a separate credit card for all my transactions.  I’ll still keep the USAA cc for emergencies, but without the ability to track my expenses, it basically becomes worthless.  Also, I found a better cash rewards CC which helps with this hassle.

[kajoyce65]

I just spent 3 hours on a call with USAA to have a new incident logged versus updating the previous incident with the new details:

• problem likely started 9/5
• I deleted all m credit card transactions and reloaded all available data using another budget tool (similar to Mint but a different tool) it loaded all the old data from the last 90 days from 8/3 - 9/4 (POSTED transactions) and 9/5 (PENDING) transactions
• no transactions after this, so it likely means that the USAA change which broke everything occurred on 9/5

I had received an email from Melinda Mercado which was less than helpful. She indicated "Website Customer Support (WCS) team successfully contacted you on October 21, 2022" which is an outright lie. I spent 2.5 hours on calls I made to USAA trying to get the incident re-opened since USAA had closed all open incidents. They did open a new incident which is still showing a PENDING status after 10 days.

She did close her email with:

Sgt Kevin Joyce, we regret any inconvenience or frustration you experienced. We appreciate you allowing us the opportunity to review and resolve this matter for you. Should you have any additional questions, you can reach me at 8722.

USAA Federal Savings Bank has issued the final resolution on this matter; however, if you have additional questions, we invite you to contact us.

Thank you for allowing us to serve you and your banking needs.

I do not understand why anyone would offer for a customer to contact them but then no one is allowed to transfer the customer to them. I am being told they can not transfer me to Melinda even though her email says I can contact her if I have additional questions (which I do).

I spoke with Rachel (employee id G9938) for almost 45 minutes asking to be transferred to Melinda and I was told no. I even point blank asked "so you are refusing to transfer me to Melinda". Rachel responded Yes. After another 30 minute phone call trying to reach USAA Bank President Paul Vincent I was connected to a department which tried to transfer me to Melinda Mercado and gave me her direct extension so I don't have to sit on the automated system waiting for a customer service representative who can't help with the problem.

I have already seen on the USAA Community and the Intuit Community that USAA customers are closing accounts due to the handling of this issue. I don't blame them

[Adadad]

@Tcjake1984 Mind sharing what card you found? I am interested in switching too. I need to be able to track my card use.

It is unfortunate the USAA Visa is no longer supporting this (or at least that's what we are left to assume after 2 months of not reconnecting it). It appears USAA is hoping to have users adopt their own tracking system they rolled out at the same time they disconnected linking to other tracking services. 

[kcanales1]

I called USAA today, and they are suppose to call me back to let me know what's happening.  I am so disappointed with USAA.  I retired from there, and it is definitely not what it used to be.  I will be closing the CC account and moving my annuity account to Schwab.   

[1000gardens]

Same problem here, since mid August, USAA credit card transactions are not updating in Mint, however the correct balance is displayed on the Home page. And yes I have tried reconnecting my accounts to Mint, but I am not willing to "start over" w my accounts, in case this issue gets fixed.

Around the same time, I had similar problems on Quicken, but USAA technical support was able to get me reconnected to Quicken, although it is very annoying to have to log in to USAA each time I want to update transactions. One thing I have noticed during tech support calls w USAA, they seem to be more comfortable w the Quicken interface than the Mint interface.

I have read discussions on Mint and on USAA about this issue, which is occurring on many personal finance sites besides Quicken and Mint.  USAA is not giving consistent answers or support, which is very disappointing. I am hanging in and hoping that the issue will be resolved but am not looking forward to updating months of transactions

[Reneedj73]

I have read through all of the responses & many people belive it is a USAA issue.  I am having connections issues with my NFCU account also though.  I feel that Mint (intuit) should put forth the effort that all of their customers have and resolve the issue with both financial institutions?  

[ppruitt1]

Same issue here.  My problem didn't start until 15 Oct.  I stopped using my USAA CCs except for the on base 5% AMEX and paying insurance with the Visa. With the 2.5% cash back Visa dropping to 1.5% next month, I was moving to a new one anyway.

Until USAA fixes this, I will manually enter the few transactions I make. I created a "USAA sucks" tag for those transactions so I can find them easier if USAA figures this out and I wind up with duplicate entries. I also exported all of my transactions to a CSV file in case USAA's fix causes my old USAA transactions to disappear.

Judging from the canned responses from USAA on the USAA Community forum, USAA seems to have no intention of correcting this issue. I hope I'm wrong.

[Bluedog72]

OK, here's why the USAA CC transactions are not showing up in Mint. Just spoke with Melanie in USAA's tech support. She was writing up a ticket for me to research the issue. Apparently the IT people put a flag in their system to block any new tickets on this subject. They are aware that when they launched their new budget app in early October they implemented a new procedure to block Mint from "screen scraping" their CC data. They told Mint they weren't going to make any changes so we're basically SOL. 

If you wish to confirm this, give their tech team a call at 877-632-3002 and say "technical support" when prompted so that they can explain their process. I don't know if the MINT people are aware of this but every time I attempt to connect to USAA from Mint, I see the following message: "We are currently experiencing missing transactions from USAA."

[kajoyce65]

@Bluedog72 something sounds fishy in your update. I'll outline the things I see that are incorrect:

• my problem occurred on 9/5 for credit card transactions failing in Mint and in Fidelity tools (9/4 posted transactions are fine 9/5 show as pending, even if I blow away the data and then add the USAA accounts)
• USAA uses Remedy to create incidents, Remedy does not allow you to "block" new tickets for a topic or problem. They may have a manual process but definitely not a systematic process for blocking new incidents from being reported
• They may have launch something to prevent screen scraping of data and that could prevent other tools from being able to access the data (but I doubt it was done specifically to prevent Mint)> I would be curious to know if Intuit's Quicken product also uses the screen scrape ability to download data from USAA's site. I also thought people said they were having problems with banking accounts, but I am not sure and I don't have any remaining bank accounts at USAA. Maybe someone can say yes or no to the bank accounts failing also?
• Mint may have put the message  "We are currently experiencing missing transactions from USAA." to at least let customers know there is a problem. That is better than USAA has done for the last 2+ months regarding this problem.
• Your comment "give their tech team a call at [phone number removed] and say "technical support" when prompted so that they can explain their process" does not get you to the group as you mentioned. The automated system at that number requests:
  • pin
  • dob
  • main menu - describe what you are calling about (asked for Technical Support) 
  • The automated system says - to get to the right person I need to know the type of problem you are having:
    • logging on
    • paying a bill
    • depositing a check
    • using a financial or budgeting tool

I have tried "using a financial or budgeting tool" but that just gets you to generic support and in the 10 hours of phone calls with those people (at least 10 different people) they have never acknowledged this is due to a change by USAA. They have repeatedly tried to blame Mint or tell me they don't support 3rd party financial tools like Mint and I have to call them.

Sorry if this sounds accusatory, I am just stating the facts I have received from my interaction with USAA and Melinda Mercado from the Office of the CEO at USAA. As of my call on 11/1 with her she told me they still believe the issue is caused by Mint and I need to contact Mint. I told her and everyone else who has said it. I started with contact to Mint in September, they said it is a problem with USAA. Which I FULLY believe especially since Fidelity doesn't work since the same timeframe.  

I get my insurance information from the connection but no credit card transactions or balances.

[kajoyce65]

@Reneedj73  I have NFCU and no issues with my accounts in Mint.

The NFCU connection in Mint fails every connection refresh due to

"For your security, Navy Federal Credit Union requires additional verification info. (185)"

You have to input a security code, which NFCU will email or text you.

This is not a Mint problem, this is extra security that NFCU implemented and Mint can't do anything about it.

[Reneedj73]

@kajoyce65 

I no longer get the option to have the code sent to me for NFCU.  I have to go to settings & manually log into my account & then get the option to have the code sent to me.

It is irritating but not as bad as no transactions from USAA credit card.   I use that credit card for 90% of my transactions & will not be entering them manually. 

[kangascherer2]

Same EXACT issue.  Please fix the USAA credit card transaction updates.

[kangascherer2]

10-4 to that!

[daveyjoneslocker]

It is a shame that the credit card for usaa doesn't add when I added usaa bank account.  I have tried through quicken and mint and neither one does it add. Support said it was a problem they were working on.  That was several weeks ago. I am glad I cancelled the quicken account before I was charged.  Right now, I am having trouble consolidating my accounts with any service.  USAA does have a budget program.  It does add most of my accounts and I will use them for this purpose until I find a service that works better for me. 

[kangascherer2]

I asked for an update when it gets fixed. No news yet. Customer service said that USAA stopped “screen scraping”. Yet, Mint does download USAA checking and saving transactions. Mint, Please do same method for USAA credit card transactions.