Consumer complaint received 2023-08-31
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: ID
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
On XX/XX/XXXX I called USAA to get a payoff amount on my credit card. I was given a payoff amount of {$9300.00}. I needed to get all the payoff amounts for my cards in order to get the grand total to transfer from my savings account into my checking account and then pay off all the balances. Once I had the total, I transferred the amount into my checking account and started calling the credit card companies to pay off our balances. When I called USAA again I spoke with XXXX. He gave me a different amount as a payoff amount than the previous person. He said my payoff was {$9200.00}. I asked why I received a different amount previously. He seemed to indicate that the previous person had been wrong and that {$9200.00} was the payoff amount. I said I wanted to be sure to pay off the account. He assured me that if I paid XXXX my account would be paid off. 

On XX/XX/XXXX I received a bill for {$130.00}. I called USAA again to ask why I received another bill when I had been assured that my bill was paid in full on the XXXX. I was eventually passed to a person named XXXX. He said there was nothing he could do but take {$25.00} off my bill. When I explained the situation he said he was going to have the phone call reviewed because he thought I had been given the incorrect information. On XX/XX/XXXX I received a call from USAA. They had reviewed the wrong phone call and had to call me back. I spoke with XXXX. She stated the phone call I had with XXXX was confusing and he may have not understood why there were different amounts showing up but I still owed the {$130.00}. She said they were going to talk with XXXX 's manager for learning purposes but I still owed the {$130.00} because it is a cash advance and the interest is compounded daily. I asked how could I owe interest if my account was paid off. I also asked XXXX if I was going to be charged interest on the interest. She said no I shouldn't be charged interest on the interest. At this point in time I was discussed. After I hung up I called USAA to pay off the balance. I spoke with XXXX. She said my balance was now {$130.00}. I asked if I paid that amount my account would be paid off and I wouldn't get another bill. She said yes. She attempted to process my payment of {$130.00}. The " system '' would not let her process the payment. It would only let her process the bill amount, even though we both knew that was not what I owed. What that tells me is that USAA has their system set up so they can pry every little amount of interest from people. I wouldn't have ever been able to pay off the full amount the first time I attempted to with XXXX. They were able to tell me what my balance was including interest but they had rigged their system so that the balance of a cash advance couldn't be paid off for months. This is not fair and should not be allowed. When I say I want to " payoff '' my bill, I should be able to payoff my balance and not receive multiple bills so they can squeeze every nickel and dime from people.

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