Consumer complaint received 2018-06-04
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I made several attempts to resolve the debt issue with USAA regarding our policy, starting on XX/XX/XXXX when a representative took our payment for {$100.00}. to solve the cancellation issue and set up a recorded payment arrangement for {$180.00} per mth, prior to transferring me to the Auto Pay Plan Telephone Deployment line to set up auto-draft on the remaining amount. I was also told that some of the balance would carry over into the new policy renewal in XXXX and payment would adjust to higher amount. The special payment arrangement was set up because we informed the representative that our XXXX XXXX account had received fraudulent activity and the account was closed and this was why the XXXX payment was delayed and, hence, was called in on XX/XX/XXXX. During this call we also expressed our extenuating circumstances and needed to continue a special payment arrangement and this is where the representative agreed to set up a special arrangement of $ XXXXmth. I repeatedly requested if this was documented in the system and she confirmed and also confirmed with my husband as well to verify his account prior to us agreeing to the new amount of {$180.00} which was to come out of the account on XX/XX/XXXX. 

However, when we approached the week prior to XX/XX/XXXX, I was prompted to call USAA to ensure the payment was going to come out at {$180.00}, however, a representative informed me that they were planning to take out over {$1400.00} which is not what we had agreed upon on XX/XX/XXXX and I was very alarmed, upset and angry that USAA was going to attempt to take out this erroneous amount. I later informed the representative during this call, that the XX/XX/XXXX call was recorded and that someone needed to listen to the call to see where the discrepancy came between the company and the client because I know what I had agreed to during the call on XX/XX/XXXX. 

Since XX/XX/XXXX, I have been attempting to get this issue resolve regarding this illegal bait and switch which the company refused to listen to the original customer representative recordings from XX/XX/XXXX. Also, on XX/XX/XXXX I was informed by XXXX in Billing what occured on XX/XX/XXXX, and she went into the system to stop the payment of {$1400.00} and stated that she would have her manager XXXX XXXX call me back, however, did not receive a return call. 

After receiving no call back, I attempted to reach out to resolve this matter on several occasion. Each time I called in, I was provided with a work order numbers by the following billing customer service reps and told that someone would call me back within 24hrs to no resolve : XX/XX/XXXX : 1. Work Item # XXXX - Created by XXXX 2. Work Item # XXXX - Created by XXXX XX/XX/XXXX : 3. XX/XX/XXXX - Provided w/ duplicate Work Item # XXXX - Reiterated by customer rep. 
4. XX/XX/XXXX - Work item # XXXX - Created by XXXX 5. XX/XX/XXXX - Work item # XXXX - Created by XXXX 6. XX/XX/XXXX - Documentation # XXXX - Created by XXXX Each time I called I requested that Management pull the call from XX/XX/XXXX, but they refused. 

Also, around XX/XX/XXXX & XXXX, I made another attempt to speak to a representative to get the matter resolved. I spoke to a femaile representative named XXXX based out of XXXX XXXX who stated she would call the USAA coproporate office to find out what was going on and stated she would call me back the following date. When she call me back the week of XX/XX/XXXX, she spoke extensively with higher level billing in USAA Corporate, and they agreed that if I made a downpayment, I could spread the remaining amount out over the new 6mth billing cycle. I was on the phone with XXXX for over 45minutes both days we spoke. She was the only one who went out of her way to try to get this resolved. However, when I called in this morning to make a payment of {$500.00}, and have the payment arrangement set up on the renewal, the representative saw the notations and stated he had to reach out to billing to set it up. However, when he returned to the line, he said the billing department informed him I could not set a payment plan and it was very confusing and alarming to me as a customer and U.S. Veteran who has been part of USAA for over 7 years to receive this type of blatant and discriminatory treatement. I only wanted to get this resolved, however the representatives and management team have made it extremely difficult for me to make arrangements to pay my insurance. We should not be treated in such a biased manner and not allowed to make arrangements, since all of this originally commenced on XX/XX/XXXX where it points back to the customer service representative who specifically set up the arrangements for {$180.00} and no one has attempted to listen to the Actual Recordings from this call on XX/XX/XXXX or others since then. 

This was a bait and switch and an on purpose vindicative act not to work with XXXX Military Veterans. I only wanted to resolve the matter and pay my Auto Insurance.

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