Consumer complaint received 2019-03-22
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XX/XX/XXXX I called USAA/XXXX to ask why there were so many " payment reversals '' on my account and why the XX/XX/XXXX payment posted, was reversed and re-posted for a different amount ( higher interest and lower principal ). Came back to the account on XXXX XX/XX/XXXX and USAAXXXX had moved a monthly payment ( amount $ XXXX principal XXXX interest XXXX escrow ) and moved an additional principal payment ( amount {$170.00} ) from the date XX/XX/XXXX into an escrow payment. 
I have been trying since that date to get this reversed. I was told that this was done at my request. I do not think that I requested this. It does not make sense to me to move money from principal to escrow years later. The mortgage company will not allow me to hear a recording or see a transcript of the call without a subpoena ordering access to such. Further, I am told, if I present a subpoena for this, it is considered that I am being represented by a lawyer and the mortgage company will only speak to that lawyer about my mortgage and not to me directly. I am told that is not a written policy that I was presented before I entered in to my mortgage with them and it is not in any of the forms I signed at my closing, but it is " more of a policy '' of XXXX/Nationstar ''. 
USAA does not claim any responsibility for XXXX 's actions, except they claim to have reviewed the phone call and verify that I asked for this money to be transferred. This person 's name is XXXX XXXX. He and I spoke on XXXX XX/XX/XXXX and he was going to reverse the {$1100.00}. 
Other people that I spoke to at USAA or XXXX : XXXX : first person I had contact with moved the money initially and told me he would move it back. Never made contact with me again. 
XXXX : spoke to her on XXXX XX/XX/XXXX XXXX : spoke to him on XX/XX/XXXX, told me he initiated the reversal and would take 3-5 business days. He set a call back for me, left me a voice mail. I called back because the transaction was not completed. He then told me it would be done in 24 hours. Was not completed. 
XXXX : XXXX XX/XX/XXXX promised it would be fixed 2-3 business days. Called XXXX XX/XX/XXXX was promised 2-3 business days. 
XXXX : XX/XX/XXXX was told " there is no law '' stipulating this has to be fixed in any time frame. His " manager '' XXXX XXXX told him it will be done " next week '' guaranteed. 
This still isn't fixed. 
I did not know that payments from 2 calendar years ago could be moved into the escrow account. I do not know how much clearer I can make it that I do not want payments from XXXX moved into the XXXX escrow account. I do not know how much longer I should be expected to wait for this to be corrected. I do not know how much longer is considered reasonable. I do not know if USAA/Nationstar is being truthful. I have recorded most of our conversations after learning of their " subpoena '' deal. 
I have attached the 2 statements, as the account was on XX/XX/XXXX and on 5 XX/XX/XXXX ( after they moved 2 payments into escrow ).

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