Consumer complaint received 2021-08-07
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
XX/XX/XXXX USAA XXXX XXXX XXXX XXXX XXXX, Texas XXXX To whom it may concern : I have had an account with USAA for 15 years. This year I have had a GREAT deal of problems with paying my mortgage automatically. I will recap what I have experienced and show a pattern of ineptness. Since XX/XX/XXXX, my monthly mortgage payment was {$1400.00}. 
- XX/XX/XXXX I paid {$1400.00}. 
- XX/XX/XXXX I paid {$1400.00}. 

For some reason the automatic pay was canceled for XXXX, XXXX. After I was notified by the mortgage company I tried to rectify it right away. 
I requested {$4300.00} in XXXX, to cover XXXX, XXXX and XXXX. I wasnt told it would take 2 months to process. 
- XX/XX/XXXX, I paid {$1400.00}. 

Then extra payments were generated by USAA, on their own. 
- XX/XX/XXXX {$1400.00} directly to XXXX XXXX. 
- XX/XX/XXXX {$1400.00}. 

XX/XX/XXXX I was charged {$29.00} for NSF due to the extra payments USAA sent to my mortgage bank. 
XX/XX/XXXX I had to transfer {$5000.00} from my investments to cover the extra payments USAA sent to my mortgage bank. Losing {$250.00} in interest. 
XX/XX/XXXX. I paid {$2800.00}. Mortgage bank didnt receive payment until XX/XX/XXXX. 

I believe at this point the representative convinced me I needed to replace my debit card to rectify USAAs error. This led to new turmoil for my bills that were linked to my previous debit card, yet did not fix the overall problem. 

XX/XX/XXXX I paid {$140000.00}. 
XX/XX/XXXX, I transferred {$700.00} from savings to cover USAAs erroneous payments. 
XX/XX/XXXX, I transferred {$10000.00} from my investments to cover USAAs erroneous payments. Lost {$350.00} interest. 
XX/XX/XXXX, {$140000.00} was taken from my account paid to the mortgage company. 
XX/XX/XXXX, I paid {$1400.00}. ( not a typing errorit was paid twice in the same day ). 
XX/XX/XXXX, Check for XXXX, XXXX and XXXX was {$4300.00} arrived at the mortgage company. 

Year to date I have paid {$18000.00} to my mortgage, for my monthly payment of {$1400.00}. 

Each month I called and was assured it was resolved. I talked to representatives, IT and supervisors who work with unusual cases, yet the problem has continued. I dont know many people who can afford making four mortgage payments per month. 

I followed their instructions : I deleted, then created the mortgage account again. As you can see, this has not helped the situation. I deleted the request totally. I check every day to see if there is any unusual transactions.. 

They need to be aware, that this happened and their staff couldnt fix it. My confidence in USAA has really eroded. Im considering leaving USAAthis used to be the gold standard of customer service ; however, I have heard from other USAA customers I know that service has gone downhill. Based upon my experience, I agree. I am opening a complaint with the CFPB, because this issue has affected my investments and credit history. I have spent hours on the phone with USAA trying to resolve this, to no avail. 

Id like them to compensate me the {$600.00} interest ramifications of pulling {$15000.00} out of my investments and the {$29.00} NSF charge, as well as rectifying any damage to my credit score. I hope they will, at long last, fix this issue going forward, and compensate me for the time and trouble thus far. 

Sincerely, XXXX XXXX XXXX Member #. XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation