Consumer complaint received 2019-10-07
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
OnXX/XX/2019, I was on-line to make a payment to my credit card account ( USAA ) and by mistake, I clicked to pay the full amount owned ( {$3400.00} ) instead of a {$500.00} which I usually pay/month. When I realized I clicked the wrong amount, I called the customer service phone number and talked to an agent named XXXX ( sp? ) who was unable to reverse even though I called her 2 minutes after. She stated that I would have to wait 10 Calendar days to reverse the payment and for me to call back on XX/XX/19. I heard her actually counting out the days while I was on the phone with her. On XX/XX/19 the amount was deducted from my checking account. On XX/XX/19, I called customer service at USAA again and talked to XXXX and she said it would be a reversed in 10 BUSINESS days after amount was cleared. On XX/XX/19, I called again and talked to XXXX and she said the reversal would be made that day and gave me a case number. During that call, she put me on hold and checked with someone else to make sure that could be done on XX/XX/XXXX ; and it was confirmed Today XX/XX/19, still no credit of said amount into my checking account. I called and talked to XXXX at USAA and she said that XXXX made a mistake and the it was to be 10 business day from XX/XX/19 for reversed payment. I asked to talk to a supervisor as I was confused as to exactly when my refund would be made. After 32 minutes on hold, I was connected to XXXX in the resolution center of USAA. She put me on hold as she looked into my issue. She came back to tell me that no direct reversal of credit to my bank was possible and I only had 2 options : 1 : Send a check to me which would take 2 days for the work order and another 10 days to be approved or 2 : Have a cash advance made through my back ( would charge me ).

She said that even though I was told by the above agents that this could be done ; she could not address what I was told, even though she saw all calls documented in their data. 

I am currently out of country and have a US address for all mail, but I'm not physically there to deposit the check. 

She had no other options for me. I was on the phone a total of 1 hour and 6 minutes with no resolution of the matter.

Now ; why did all other agents say a direct reversal was possible, but there was different details as to whether it would be 10 calendar vs. business days ; and what date would the count down begin : day of payment to USAA or date cleared by my bank. XXXX also told me that day didn't count either. 

I asked that the check be mailed overnight, but she could not guarantee that could be done. So ... .it will be possible that I would have to wait 32 or more days from payment of the credit card to resolution IF I can figure out how to deposit the check. And by the way, my bank will hold the deposit for 3 days as well. So, 35 or more days!!

As far as I'm concerned, this is not fair banking practice and I should be protected by the Fair Banking Act. To the least this is poor practice and no care for the consumer and my more than {$3000.00}. 

Your consideration of this matter would be appreciated

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation