Consumer complaint received 2019-01-25
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
I have a USAA Consumer loan that was set up for automatic payment ( {$440.00} a month ) from my XXXX XXXX checking account. The payment for XX/XX/XXXX was never taken out for payment. I was unaware that the payment was not made until USAA informed me around XX/XX/XXXX. The new total due was now {$890.00} and that the payment was considered late 30 days late. At the time I was informed of the delinquency I explained that I was currently dealing with the Veteran Affairs not paying me while I was currently in school. I knew I had a debt protection on the loan incase of loss of job or unforeseen circumstances. I explained I was waiting to be paid from the VA and that I just got a new job that I was set to start on XX/XX/XXXX. On XX/XX/XXXX I transferred {$500.00} from my XXXX XXXX checking to my USAA Checking account. When I checked to see if the money posted into my USAA checking account I find out my checking account was not showing up. I called USAA and they explained my account was charged off ( to which I didn't have any knowledge ). They said they could transfer me the money back to my XXXX XXXX account but it could take 15-20 days but I would only receive {$440.00} in return instead of the {$500.00}. Told me that I could only pay the loan using my XXXX XXXX checking account and not with my USAA savings account. Said to expect the money back in my XXXX XXXX account on XX/XX/XXXX. When I checked my XXXX XXXX checking account on the XXXX I didn't have the money back from them so I called to which they explained they could transfer it back to me. The girl I spoke with accidentally transferred {$440.00} from my XXXX XXXX checking into my USAA savings instead of transferring the money they owed me. Realizing what she had done she apologized and said she would transfer it back but I would only receive {$640.00} XXXX XX/XX/XXXX ) and have to wait a few business days ( XX/XX/XXXX ) for the remaining {$240.00}. After I received the money back I was now over 60 days past due and now the total increased to {$1300.00}. I was in communication and working with them consistently and unaware that they were in fact reporting me to the Credit Bureau for missed/late payments. This could have all been avoided if my checking account was not charged off without my knowledge. I called on XX/XX/XXXX to get a 14 day payoff amount and to setup payment for {$440.00} on XX/XX/XXXX. I later found out they waived late fees but then also cancelled my debt protection without my knowledge. A payment of {$1600.00} was made on XX/XX/XXXX to bring the account to current. I spoke with them about removing the reports made to the Credit Bureau to which they informed to fill out an online form and wait about 30 days then they would mail me a result. I was advised to submit a complaint by my credit specialist.

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